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Frustrated Customers Pack BWL Walk-In Centers

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Photo: Video by fox47news.com

Frustrated Customers Pack BWL Walk-In Centers

By FOX 47 News. CREATED Dec 31, 2013

At its walk-in centers, Lansing Board of Water and Light employees were taking down addresses, trying to give customers the best estimation of when their power will come back on.

What a lot of people found out, was that their homes may have been passed up completely.

"Basically, they're going to get back in touch with me if there is indeed something they can do to help me," said Fred Whiting, who showed up to the BWL Headquarters looking for answers, only to find out the company didn't know he was still without power.

Spokesman Stephen Serkaian knows that's not what customers want to hear, but that's a big reason why the company opened three walk-in centers.

Not only does it allow BWL employees to give direct information about power restoration, it also shows the company which areas were missed.

"Because of the unprecedented number of outages, some customers, quite frankly, have fallen through the cracks," he said. "This is all part of the process, in order to make sure we can get to a complete power restoration."

For those who packed the BWL Customer Service Center, that day can't come soon enough.

With health issues to deal with, Pamela Bellamy says the lack of communication between BWL and its customers is inexcusable.

"There has been no one, who has brought us up-to-date, who has addressed the issue of these pockets of people who do not have electricity nor heat," she said. "No one should have to live like this."

No doubt that plenty of others feel the same way.

 

Click on the image and arrows above to watch video and see additional photos of frustrated customers.