I'm dealing with the most frustrating case right now. Consumers Energy billed my Grand Rapids client for 18,500 kWh in September when the meter actually read 12,847 kWh. I have crystal clear photos of the meter face taken on the same day as their "reading." The bill shows they recorded 18500 but the meter clearly shows 12847. Sent the photos to Consumers Energy three times and they keep claiming their reading is accurate. Anyone else had Consumers Energy dig in their heels like this on obvious errors?
Consumers Energy refusing to admit meter reading error despite photo evidence
Tina, that's completely unacceptable from Consumers Energy. With photo evidence that clear, they should issue immediate credits and investigate how the error occurred. Have you filed a formal complaint with the Michigan PSC yet? Sometimes utilities ignore informal complaints but take formal PSC complaints seriously. Also document every conversation and email - you'll need that paper trail.
Randy's right about formal complaints. Entergy here in Louisiana pulled similar nonsense last year - refused to acknowledge meter reading errors despite photos. Filed with the Louisiana PSC and got resolution within 30 days. The utility's tune changes quickly when regulators get involved. Make sure your photos show the meter number clearly along with the reading.
This is why I always recommend timestamped photos from smartphones. The metadata proves exactly when and where the photo was taken. Had a similar case with Duke Energy Ohio where they claimed my photos were "from a different date." The metadata proved the photos were taken on the same day as their alleged reading. Case closed in our favor.
Thanks everyone. Chuck, great point about metadata. My photos definitely have timestamps and GPS coordinates embedded. Randy, I've been hesitant to file with the PSC but you're right - informal complaints aren't getting traction. The difference is almost $2,400 in overbilling so it's worth the formal complaint process. How long does Michigan PSC typically take on these cases?
Michigan PSC usually resolves straightforward billing disputes within 45-60 days if you have solid evidence like photos. The key is presenting it clearly in your complaint filing. Include a timeline of events, copies of all correspondence with Consumers Energy, and of course your photographic evidence. Make it easy for the PSC staff to see the utility screwed up.
Tina, also check if your client's meter has been replaced recently. Sometimes after meter changes, utilities screw up the multiplier or misread the new meter. Had a case in Indianapolis where AES replaced a meter and forgot to apply the 10x multiplier. Billed customer for 1/10th actual usage for three months, then hit them with a massive true-up when they figured it out.
Dale, that's interesting. This meter hasn't been changed recently but I should verify the multiplier is correct. The reading difference seems too large to be simple transcription error. Maybe there's a systematic problem with how they're processing this account. Filed my PSC complaint yesterday with all documentation. Consumers Energy has 20 days to respond.
Good thinking on the multiplier check, Tina. Pacific Power made that exact error on one of my Oregon clients. Meter multiplier was set to 1 in their billing system but should have been 10. Created months of undercharges followed by a shocking true-up bill. These utilities really need better quality control on their meter data processing.
Clyde, multiplier errors are becoming more common as utilities rush to digitize old paper records. Entergy had similar issues during their system migration. The key is catching them early before months of wrong bills accumulate. Tina, keep us posted on your PSC complaint outcome. These cases help establish precedent for future disputes.
Quick update - Consumers Energy finally responded to my PSC complaint. They're claiming "clerical error" in the meter reading and will issue $2,385 in credits. No admission of systemic problems but at least my client gets their money back. The PSC pressure definitely worked. Thanks for pushing me to file formally instead of just dealing with customer service.
Excellent outcome, Tina! "Clerical error" is utility speak for "we screwed up but don't want to admit our processes are flawed." At least your client is made whole. The fact they caved so quickly after the PSC complaint suggests they knew they were wrong from the beginning. These utilities count on customers not fighting billing errors. Keep up the good work.
Also Tina, document this entire case for future reference. Next time Consumers Energy tries to stonewall an obvious meter reading error, you can reference this PSC complaint as precedent. Utilities hate when you can point to their previous admissions of error. Makes them much more likely to resolve similar cases quickly.