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Frequently Asked Questions about The Plan

For peace of mind, the Consumers Energy Appliance Service Plan is the answer. And you can also Count on Us for answers about the program. Here are some answers to Frequently Asked Questions about The Plan. 

PLAN COVERAGE

Q: What is the length of the Plan contract?
A: Whether you prepay or pay in installments, the program is a one-year contract that will renew automatically.

Q: What is included in The Plan?
A: Coverage includes service calls, labor, covered parts and all parts not excluded under the Terms and Conditions on the items you have covered under your plan.

Q: What parts are covered under The Plan?
A: Please refer to the Terms and Conditions for a list of covered parts and exclusions.

Q: My appliances are very old, will The Plan still cover them?
A: All appliances must be in good operating condition when you sign up for The Plan. Consumers Energy reserves the right to make an on-site inspection of your appliances, which must be reasonably clean and accessible at the time service is performed.

Q: What if my appliances are new or nearly new?
A: In one year alone, Consumers Energy made more than 50,000 service calls to homes with new appliances (more than half of the customers that were helped). New or old, appliances break down unexpectedly. With The Plan, breakdowns will not be a burden.

 

HOW THE PLAN WORKS

Q: When can I start using The Plan after I enroll?
A: There is a 15-day waiting period before you can receive service under The Plan.

Q: What does it cost to have covered parts replaced?
A: Nothing. Under The Plan, all covered parts and labor are included. However, if the cost of the parts to repair the covered appliances exceeds the market value, as determined by Consumers Energy and its agents, we reserve the right to not repair the appliance and recommend replacement at your expense. 

Q: Is there a limit to the number of service calls to my home during the year?
A: No. With The Plan, you receive unlimited service calls on covered appliances.

Q: Under The Plan, will I receive no-heat emergency priority?
A: Yes, Plan customers receive priority scheduling for no-heat emergencies.

Q: If I decide The Plan is not for me, what is the cancellation process?
A: Please refer to the Terms and Conditions.

 

GOLD PLAN QUESTIONS AND ANSWERS

Q: What type of coverage does the Gold Plan provide?
A: Gold Plan coverage is a cash allowance program. If it is determined that (1) the cost of the repair for a covered appliance (covered on your base plan) exceeds the value of the appliance; (2) the appliance is not reparable; or (3) parts are no longer available, then you will receive a "cash allowance" to purchase a new appliance.

Q: How do I know if I am eligible to enroll in a Gold Plan?
A: To be eligible for enrollment, you must currently be enrolled in a base Plan for three months or more, and if you pay in installments, be in good standing with such payments.

Q: When can I start using the Gold Plan after I enroll?
A: There's a 15-day waiting period before you can receive service under the Gold Plan.

Q: What is the length of the Gold Plan contract?
A: Whether you prepay or pay in installments, it is a one-year contract that renews automatically, unless terminated, pursuant to the Gold Plan Terms and Conditions.

Q: What is the cash allowance process?
A: You will receive a cash allowance according to the Cash Allowance Schedule (please refer to the Gold Plan Terms and Conditions). Once a cash allowance has been paid on a covered appliance, your new appliance will not be eligible for coverage under The Plan until a copy of the new purchase receipt is provided to Consumers Energy.

Q: Do I receive the same cash allowance regardless of new-appliance cost?
A: Yes, the cash allowance is limited to the amount set forth in the Gold Plan Supplemental Terms and Conditions, regardless of the cost to replace the appliance. Cash payments are limited to $2,500 per contract, per contract year.

Q: What is the length of the Gold Plan contract?
A: Whether you prepay or pay in installments, it is a one-year contract that renews automatically, unless terminated, pursuant to the Gold Plan Terms and Conditions

Q: Does the Gold Plan offer additional coverage beyond the cash allowance?
A: Yes, the Gold Plan offers coverage on additional appliance parts. Please refer to the Gold Plan Terms and Conditions for more information on these covered parts.

Q: Can I cancel my Gold Plan, but keep my base Plan?
A: Yes, but refer to the Gold Plan Terms and Conditions for cancellation guidelines.

 

For full information about The Plan, please read our Terms and Conditions.

The Appliance Service Plans are not regulated by the Michigan Public Service Commission.