Arizona Public Service

Review: In the past two months my power has gone out seven times for a duration of two minutes to an hour. This happens when we get wind or rain.When I called today on 09/04/2014 I was told that they saw all of my outages but that it was just unpredictable. I then asked to talk to a supervisor and was left on hold and then hung up on.Desired Settlement: I think they need to better the service being that I don't have the option to change providers. They also should compensate me by crediting my bill for the inconvenience.

Business

Response:

I have received your letter dated September 12, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond.

At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.

I have investigated Mr. [redacted]’s concerns regarding the power outages he has experienced at his home located at [redacted] in the previous two months. I found that all of the power outages Mr. [redacted] experienced in the past two months were due to inclement weather such as storms. APS makes every effort to provide continuous electrical service to our customers. However, it is not always possible as elements beyond our control have a direct relationship in affecting electrical service.

While APS realizes the inconvenience our customers endure during power outages, APS’s approved rules and regulations, known as Service Schedule 1, Terms and Conditions for Standard Offer and Direct Access Services Section 5.3.1 states, “Company shall not be liable to the Customer for any damages occasioned by Load Serving ESP’s equipment or failure to perform, fluctuations, interruptions or curtailment of electric service, except where due to Company’s willful misconduct or gross negligence.”

I called Mr. [redacted] on September 19, 2014 to discuss his concerns and left a message. I will be happy to discuss Mr. [redacted]’s concerns if he would like to contact me directly at (602) 250-2280.

Again, thank you for the opportunity to address Mr. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at the telephone number listed above.

Sincerely

APS Consumer Advocate

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is my problem, APS thinks they are not liable for a failure of APS equipment that results in my family and I powerless during any high winds and storms. It' a shame I don't have the option to change providers due to the failed service they provide at a premium price.

Regards,

Business

Response:

I have received your most recent letter dated September 20, 2014 regarding the complaint for [redacted] and appreciate the opportunity to respond.

APS certainly understands the impact power outages have on our customers and their families. As one can imagine, power outages are an inconvenience to APS as well. While it is impossible to guarantee uninterrupted service to our customers. APS is continually evaluating our entire system by performing systematic patrols and making necessary improvements in order to prevent outages and provide our customers with the best quality service possible.

Thank you for the opportunity to address Mr. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ([redacted].

Sincerely,

APS Consumer Advocate

Aps should pull their FALSE advertising about being able to pay your bills online. I paid a bill online with a [redacted] card . The system gave me the transaction number for the payment acceptance. then I get a notice in the mail saying that they couldn't take the payment with the [redacted] online. they said that I had to write a check for the amount owed plus $2.00 .

I began using APS in February 2014 (just moved in to new apt, what choice do I have?). My first couple of payments went through ok, for my deposit and first month, however since then it has been a nightmare.
In March, the bank account I recently set up to draft from erroneously gave me the wrong routing number. After I corrected it I was able to pay my bill. The next payment in April, was rejected because my bank showed insufficient funds - BUT - there were funds to cover it, the error was on my bank's end, which is a whole different issue.
So now my ONLY option is to pay cash. This involves me withdrawing from an ATM, (my bank is in Texas) going in to a Circle K (I hate Circle K) and feeding money into the pay station. Now, the pay station didn't want to take two of the bills. I just got them out of the ATM, they have to be good right? Withdrawing cash costs me $2 from the ATM itself, $2 from my bank, then this pay station charges me $2 for the "convenience". Or APS told me I could go to their office, which also costs me $2 in gas, plus the STRESS and inconvenience of driving through traffic amongst is, wear and tear on my vehicle...
They are located inside the arena downtown. How much are they paying for rent there and to have their name broadcast at Phoenix Suns games and other events? I feel it's a waste of money for them to advertise, because we as the consumer don't have a choice once we choose a place to live.
When I spoke with a supervisor about getting the "cash only" penalty lifted, I was told that I would need to have my bank send them something that admitted they were at fault. The problem is, my bank won't admit that, I'd have to get a lawyer and I don't have money for that.
I've concluded that APS simply does not give a crap about my situation, they are not about customer service at all. They waste money on advertising and trinkets to hand out at festivals and parades (I got a frisbee and a paperclip holder at gay pride). If their CEO was to do something like the show Undercover Boss, I truly believe their customer service would improve and make it easier on those of us who actually pay our bills on time. I think they have the ability to override my cash only status, they just don't want to, because I sound like every other person to them just begging for a second chance.
I told them while I was on the phone, just for ss & giggles, run my account right now, as an electronic draft, or as a credit card, it WILL go through, right now, while I'm on the phone. But they either didn't want to, or the computer system won't allow it, the latter being the poorest, most ridiculous excuse I can imagine.
It's against the law not to have electricity, I should be able to pay them without having extra fines imposed.
Thank you for your time.
=[redacted]

Review: I had a solar system installed on my house which was completed in mid October. APS certified the wiring and confirmed everything was connected correctly the last week of October 2013. The next step was for APS to come back out and put the Solar Meter on the system so I could start using the solar system. It is now December 12, 2013. 6 Weeks later and they have not installed the meter yet. When I called to find out the delay they would ask if they could put me on hold while they look into the issue and would never come back to the phone. They would only tell me it takes 15 days after that to install the meter I tell them that it has been 1 and a half months and then they don't give me a date to complete the install.Desired Settlement: Complete the hookup by Tuesday December 17th.

Business

Response:

December 19, 2013

Revdex.com

Attn: [redacted]

Re: Complaint ID No. [redacted] / [redacted]

Dear Ms. [redacted]:

I have received your letter dated December 13, 2013 regarding the concerns from [redacted] and appreciate the opportunity to respond.

At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.

I have investigated Mr. [redacted]’s concerns regarding the activation of his solar photovoltaic (PV) system. My investigation found that APS received a reservation application from Mr. [redacted] in August 2013 to install a PV system at his residence and to participate in APS’s Renewable Energy Incentive Program. APS approved Mr. [redacted]’s reservation application shortly after it was received. Typically, once a reservation application has been approved the customer will work with their solar installer to submit an interconnection application. The interconnection application is an in depth application that shows the design of the PV system and how it will interconnect to the grid in addition to other technical details pertaining to the PV system. APS recommends customers hold off on installing a PV system until the interconnection application has been approved by APS. This is in an effort to avoid installers having to make changes to an already installed PV system.

APS received Mr. [redacted]’s interconnection application on November 8, 2013. APS approved the interconnection application on December 4, 2013, however, Mr. [redacted]’s installer notified APS of a revision made to the interconnection application on December 11, 2013. It can take up to three weeks for APS to perform an inspection of a PV system, though APS works hard to perform these prior to the three week timeframe if possible.

I spoke with Mr. [redacted] on December 19, 2013 and advised him of the scheduled APS inspection for later that afternoon. I advised him that once the PV system has passed the APS inspection, it may be activated immediately allowing him to reduce the home’s load from APS by consuming its own generated electricity. Mr. [redacted] was happy to hear the APS inspection would take place later that day.

Sincerely,

APS Consumer Advocate

Cc: [redacted]

Review: I am 75 years old, live alone and am on oxygen 24/7. I have solar cells on my house and over the last four years have received APS bills averaging $14.00 a month with January and February bills = $0.

Starting last August monthly bills have gone up with some bills being as high as $179.94 . This indicates a massive change somewhere in the system. I suspect from my APS records I am not getting all of the solar credits I have produced.

APS came out at my request and checked the meter but did not check the meter coming from the solar panels. I am on oxygen and my life depends on the oxygen concentrator which runs on APS electric at night and cloudy days. As the billing suggests a problem with electric I am concerned about possible failure. APS continues to tell me I simply used more electric and the days were colder which appears to be a scripted response. The solar company tells me the solar production is OK and my monitoring program indicates this is true. There is no difference in my house, I have checked the water heater and the air conditioner and they are fine. With no changes in the house there has to be a problem but neither the solar company or APS will help and I am concerned about increased cost as well as possible health problems.Desired Settlement: I need APS to come out and assist me in finding the problem and refund or credit my account with the overcharges which are currently over $600.

Business

Response:

Dear Sir or Madam: I have attached a copy of APS's response to Roy Stockdale's concerns for your review. Please let me know if you have any questions. Thank you, Elizabeth M[redacted]APS Consumer Advocate Sr.[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I authorized a payment on the APS website on April 8th, and, after over a week of processing, the payment was rejected by my bank due to insufficient funds on April 16th. Once I realized that the check had been returned, I immediately made a cash payment at the payment office for the delinquent amount ($154 on April 16). I was told that the payment would cover the past-due amount and my service would not be disconnected. On April 29th, I received a call from my wife (who was at home- she has strep throat along with my two children) and she informed me that the power went out at 9:27AM. I called APS and was informed that my power had been disconnected, I am no longer able to make payments online, and I am required to remit a $120 security deposit (along with the April payment) in order to have my power restored. I am a teacher, and I was unable to get to the APS office until noon, at which time I paid the $289 they demanded to have my service restored. I was told that my power was turned off because I made my payment "too soon"- before the 5 day window they allow for satisfying returned checks had started (which, coincidentally, started on the 17th). I got home at 3PM and my power was still off. Power was finally restored at 4PM after two office visits and two phone calls. I do not think it is fair to be so severely punished for being proactive- I attempted to rectify the situation as soon as I realized there was a problem and it is not right to turn off my power for a returned check when I made a cash payment for the overdue amount the day before they even knew the check had bounced! I accept responsibility for having insufficient funds, but the delays in processing the payment requests seem unacceptable in todays world and it is certainly unethical for the power monopoly in my area to turn off my power when my payment is less than 1 month overdue!Desired Settlement: I want my online payment privileges restored, I want my security deposit returned, I want a formal apology to my family for this grave inconvenience

Business

Response:

Dear Ms. [redacted]: I have received your letter dated April 30, 2014 regarding the complaint from Shawn [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. As you know, APS is a regulated utility and as such, is bound by the rules and regulations approved by the Arizona Corporation Commission (ACC). That said, APS works hard to balance the need for these rules and procedures while attempting to provide the highest possible quality of customer service. I have investigated Mr. [redacted]’s concerns and have found that on December 10, 2013, he made a payment of $315.91 towards his APS account utilizing the APS website. Unfortunately, this payment was later returned by Mr. [redacted]’s financial institution due to insufficient funds on December 16, 2013. As a result and in accordance with APS’s approved rules, Mr. [redacted]’s APS account was billed a returned check charge. On December 17, 2013, a letter was mailed to Mr. [redacted]’s residence advising him of the returned payment and encouraging him to make a payment immediately. Additionally, the letter advised him he incurred a returned check charge and if another returned payment was received within the next 12 months then his account would be cash only for the following 12 months. APS received a payment of $340.00 towards Mr. [redacted]’s account on December 18, 2013. On April 11, 2014, Mr. [redacted] made a payment of $155.00 towards his APS account utilizing the APS website. This payment was also returned by Mr. [redacted]’s financial institution due to insufficient funds on April 17, 2014. As this was the second returned payment on Mr. [redacted]’s account within the previous 12 months, his account was placed on a cash only status for the following 12 months. Mr. [redacted]’s account also incurred another returned check charge and a letter advising him of the returned payment was mailed to his residence on April 18, 2014. My investigation found that Mr. [redacted] knew his payment of $155.00 would return prior to APS being notified by his financial institution. Therefore, he proactively made a payment of $154.00 at a local APS office on April 16, 2014. However, because his previous payment returned the following day, APS’s database considered Mr. [redacted] to be delinquent and a shut off notice was mailed to his residence on April 18, 2014. The notice advised him his delinquent balance of $151.61 needed to be paid by April 28, 2014 or the electricity would be disconnected for non-payment. Mr. [redacted] did not respond to the shut off notice so APS disconnected the service for non-payment on April 29, 2014. Mr. [redacted] called APS on April 29, 2014 and questioned why his electricity was disconnected. APS advised him it was due to the returned payment and required his delinquent balance of $169.08 and an additional security deposit of $120.00 be paid to reconnect the service. Additionally, APS advised him his account is cash only for the following 12 months. Mr. [redacted] made the required payments and APS reconnected his service that same day as the meter providing service to his residence is an automated meter that can be remotely connected. I spoke with Mr. [redacted] on May 5, 2014 and I advised him it is clear he was being proactive by making a payment on April 16, 2014 since he knew his previous payment would return. I also questioned if he received the shut off notice mailed to him on April 18, 2014. Mr. [redacted] stated he did not receive the shut off notice. Therefore, I agreed to apply his additional security deposit of $120.00 towards his account as a credit and I removed the service re-establishment charge from his account. Additionally, I agreed to review his account in six months and remove the cash only status if timely payments are received on his account. Mr. [redacted] was appreciative of my efforts and stated he felt this was a fair resolution. Again, thank you for the opportunity to address Mr. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####. Sincerely,

[redacted]APS Consumer Advocate

Review: I stopped service with APS as of June 1, 2015. I was told that my deposit would be applied to the final billing however it would not cover the entire amount. Therefore, I paid $50 to be applied to the final billing in assumption that the rest would be taken care of by the deposit as told to me by a phone representative. There was a human and system error where the deposit had already been applied back in December but they did not see that in their system and told me that it would be applied to the last bill. Now I have a collections amount on my credit report that they will not remove. Have I known about my final bill it would have been paid but I was not notified properlyDesired Settlement: I would like this collections amount removed from my report completely.

Business

Response:

Dear Sir or Madam, Please see the attached letter for APS's full response the Ms. [redacted]'s concerns. Thank You, Traci D[redacted]APS Consumer Advocate

I had called to add a person to my account. The gentleman did not disclose to me that I would financially responsible for this persons past accounts. They had only told the person being added that they were financially repos only for my account. I called to complain and clarify why my bill had gone up 588$. They informed me that although this was not tied to my home this was now my responsibility. I escalated to a supervisor than was told a Manager would call me back. Three hours later and no call back. I then call in to find out that Manger had gone home when the email to call me back had been sent. I received a response from the call center Manager Roxanne. She was rude and kept telling there is no one else above her to speak to. I then asked if she was declining my request to speak to someone higher than her. She said no and that I would receive a call first thing in the morning. I did not receive a call and called in to find out they would have someone else call me back. Roxanne was not only rude but did not honor my request. In fact she did exactly what I had asked her not to and that was for a credit representative to call me. After waiting another 2 hours the Manager from the credit department called me and clarified who she was. I was forced to set up a payment plan for an account and property I was never associated with. The customer service and disrespect I received was absolutely awful. I am disgusted that APS conducts themselves this way and they have proven that they do not have their customers best interest at heart. I hope that whoever is forced to deal with them has a better experience than I do. I have been a customer for 4 years with no late payments. To be treated this way is unexceptionable. If I had a choice in a provider I would absolutely switch in a heartbeat.

Review: We moved from Phoenix to [redacted] and we had a refund from aps of $243.92 owed to us from deposit. After 2 weeks of them telling us it was mailed we never got it? We got the final statement but no refund check in the mail as promised. We then asked them to re issue check but they now tell us we have to wait 30 days? This is different information we were originally told. We want our refund re-mailed to us immediately.Desired Settlement: Just re-issue check immediately.

Business

Response:

Dear Sir or Madam:As I was unable to provide my complete response via this application due to the character limit, I sent a copy of my complete response to the following email: [email protected] and have mailed a copy to Mr. [redacted] through the U.S. Postal Service.Thank you for the opportunity to address Mr. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ([redacted] Sincerely, Traci D[redacted]APS Consumer Advocate

Business

Response:

aps

Review: I HAD SERVICE WITH APS FOR 2 YEARS. AT THE TIME OF SIGN UP I WAS REQUIRED TO HAVE A DEPOSIT THROUGH SURE DEPOSIT. APS THE CONTACTED ME UNDER THREAT OF DISCONNECT IF AN ADDITIONAL CASH DEPOSIT OF 265 WAS NOT RECEIVED. I CONTACTED APS BY PHONE AND SCHEDULED PAYMENT DATES. I ASKED THE REP IF I NEEDED TO DO ANYTHING DIFFERENT IN REGARDS TO HOW I MAKE THIS PAYMENT, TO ENSURE IT APPLIES TO THE DEPOSIT. I WAS TOL NO, THAT I JUST NEEDED TO LOG ON TO MY ACCOUNT AND MAKE THE PAYMENT. ON THE DATE I ARRANGED, I MADE THE PAYMENT ONLINE. SEVERAL DAYS LATER I WOKE UP TO NO POWER. I CALLED CUSTOMER SERVICE AND WAS TOLD THE PAYMENT I MADE WAS APPLIED TO SERVICE AND THERE IS A COMPLETELY DIFFERENT ACCOUNT NUMBER FOR THE DEPOSIT. AND I NEEDED TO PAY THE DEPOSIT AMOUNT PLUS 100 TO TURN SERVICE BACK ON. THEY REFUSED TO GO BACK AND LISTEN TO THE ORIGINAL CALL, WAIVE ANY FEES. I HAVE 2 SMALL CHILDREN AND IT IS 110 DEGREES OUTSIDE. IT IS HARD ENOUGH TO KEEP UP WITH THE BILL AND RANDOM DEPOSIT REQUESTS. NOW I NEED TO PAY AN ADDITIONAL $100, DUE TO THE INCOMPETENCE OF THEIR CUSTOMER SERVICE.Desired Settlement: I WANT APS TO WAIVE THE 100 FEE TO RECONNECT SERVICE. I ASKED THE REP IF THERE WAS ANY THING I WAS REQUIRED TO DO TO ENSURE THE PAYMENT WAS APPLIED TO THE DEPOSIT INSTEAD OF THE SERVICE BILL. I WAS ADVISED TO MAKE THE PAYMENT AS NORMAL, WHICH I DID.

Business

Response:

August 29, 2013

Revdex.com

Attn: [redacted]

Re: Complaint ID No. [redacted] / [redacted]

Dear Ms. [redacted]:

I have received your letter dated August 23, 2013 regarding the complaint from [redacted] and appreciate the opportunity to respond.

At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.

My investigation found when Mr. [redacted] first established service at his previous residence APS offered to waive the deposit if the customer agreed to enroll in Surepay for a minimum of twelve months. Surepay is an option for customers to have their payments automatically withdrawn from their checking or savings account each month. Mr. [redacted]’s account remained on Surepay from March 2012 until July 2012 when APS was notified the bank account had been closed.

Company records indicate on June 11, 2013, APS sent a deposit warning letter to alert Mr. [redacted] that two or more payments within the last 12 months have been received after the due date and another delinquency will result in a deposit being required to secure the account.

On July 08, 2013, Mr. [redacted]’s account received its third delinquency prompting a deposit request. A statement for the deposit request was issued on July 11, 2013 in the amount of $265.00 indicating the payment must be received by July 25, 2013. The statement also indicated that if the payment of the security deposit is not received by the above date, all services in the customer’s name will be subject to disconnection as early as July 25, 2013.

Mr. [redacted] contacted APS on July 15, 2013 to establish a payment arrangement on the deposit. APS agreed and established a payment arrangement for $250.00. A credit agreement confirmation letter was mailed to Mr. [redacted] to confirm the deposit payment arrangement as follows:

Amount: $90.00 Due Date: July 29, 2013

Amount: $90.00 Due Date: August 29, 2013

Amount: $85.00 Due Date: September 30, 2013

On July 29, 2013 Mr. [redacted] contacted APS to amend his previous payment arrangement that he had made on his deposit. A credit agreement confirmation letter was mailed to Mr. [redacted] to confirm the payment arrangement as follows:

Amount: $135.00 Due Date: August 16, 2013

Amount: $130.00 Due Date: September 16, 2013

I did have an opportunity to review the July 15, 2013 phone call between Mr. [redacted] and APS. After the payment arrangement was established, Mr. [redacted] inquired on how he can make payments towards the deposit on the agreed payment arrangement dates. Contrary to what the complaint states, APS recommended Mr. [redacted] pay using the APS automated phone system (IVR) and was instructed to use the deposit account number when making payment towards the deposit.

Additionally, all correspondence sent in reference to the deposit clearly displays the deposit account number in which the deposit payment needed to be applied towards.

I also would like to address that on August 16, 2013 APS received a payment in the amount of $155.00 towards Mr. [redacted]’s standard account number. At this time, Mr. [redacted]’s standard account had a shut off notice advising Mr. [redacted] the delinquent balance of $145.00 needed to be paid or the electricity would be disconnected for non-payment on August 19, 2013. The $155.00 payment was applied towards the delinquent balance; the deposit installment was due in addition to the delinquent balance.

Unfortunately, no payment was received on August 16th towards the deposit account as agreed. Therefore, APS disconnected the electric service on August 22, 2013.

On August 22, 2013, [redacted] contacted APS regarding having no power. APS advised Mr. [redacted] the service was disconnected for non-payment of the deposit. The total amount quoted to restore service the next business day was the $265.00 deposit. APS agreed to establish a payment arrangement on the deposit to pay $135.00 that same day and the remaining deposit to be paid by October 23, 2013. Mr. [redacted] insisted on having his power restored the same day. Mr. [redacted] was informed there will be an additional same day connect charge of $75.00 plus tax in addition to the standard re-establishment charge of $25.00 plus tax . Mr. [redacted] agreed to the Same Day charges. Therefore, APS sent a technician to the residence to reconnect service the same day and billed the fee to the next bill.

I contacted Mr. [redacted] on August 28, 2013 and offered to discuss his concerns. I provided him the above details that I found during my investigation. I advised Mr. [redacted] the fees in question are valid charges for services performed by APS.

In summary, the procedures in place have been carefully reviewed and are within the approved guidelines set forth by the Arizona Corporation Commission. Therefore, the charges assessed to Mr. [redacted]’s account for electric service interruption and re-establishment of electric service will not be waived.

Thank you again for the opportunity to address Mr. [redacted]’s concerns.

Sincerely,

APS Consumer Advocate

Cc: [redacted]

my bill came out to approx. $290.00, however we only used approx. $150 worth of electricity as stated on our bill. so where is the other half of our bill going? a lot of the charges seem to be theft in the corporate sense. I understand workers need to be paid but, why is it in florida our bill was less than half this amount?

APS is ripping people off & not sure how a government official hasn't stepped in to correct or a class action lawsuit not filed yet. I made several changes to my energy usage (swicthed all bulb out to energy efficient, set thermostat to 80°, quit using our floor fans & no energy usage during peak hours) & yet my next bill ended up being more expensive. How is this even possible?? When I called to inquire I was basically told meter "sends" APS energy usage information & it is what it is. Now, unless someone is highjacking my power, it is IMPOSSIBLE that usage/charges didn't decrease & increased with us using less power from the several changes in our usage. Unfortunately, you're unable to change your energy provider & APS knows this. Someone needs to do something or APS will continue to rip consumers off.

Review: Over Paid APS on a Electric Bill on the 2-17-2015 As of todays date 3-9-2015 have not received monies that was over paid to them. Called in again and was told it would be 3-17-2015 it would be mailed out and should receive it by 3-24-2015. They charge me interest when im over 30 days late on a bill and I would like to charge interset on what is wrongfully being with held from me.Desired Settlement: 200.00-Amount Over paid

+20.00 -Interest

Business

Response:

Dear Sir or Madam:

I have received your letter dated March 10, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond.

At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.

I have investigated [redacted]’ concerns and have found that [redacted] established electric service solely in her name at [redacted] in [redacted] on January 27, 2014. The service remained on in Ms. [redacted]’ name until February 2, 2015 when she requested to disconnect the service. APS mailed Ms. [redacted] a final bill in the amount of $225.56 on February 2, 2015.

On February 23, 2015, APS received a payment of $200.00 towards Ms. [redacted]’ account which left a remaining balance owing of $25.56. The following day, APS received a payment of $225.56 towards Ms. [redacted]’ account which left a credit balance of $200.00 on the account. The payments of $200.00 and $225.56 were made with a credit card/debit card through APS’s vendor, [redacted]. Due to stringent consumer protection regulations and potential liability issues, representatives of APS are not permitted to obtain, process, or assist with processing customer banking or credit card information over the phone. Therefore, APS uses an automated phone system (IVR) to process these payments through a third party vendor.

Ms. [redacted] called APS on February 24, 2015 and requested to receive a refund check for the overpayment made to her account in the amount of $200.00. APS explained to Ms. [redacted] the processing time to issue a refund check and advised her the refund check of $200.00 would be issued within 15 business days.

I spoke with Ms. [redacted] on March 13, 2015 and explained to her that the refund check is ready to be issued. In an effort to expedite her receiving the check, I advised her that she can pick up the refund check at a local APS office. Ms. [redacted] stated she would like to pick up the refund check rather than waiting to receive it in the mail. Therefore, I provided her the address of the local APS office. Ms. [redacted] was pleased to her that she could pick up the refund check immediately.

Again, thank you for the opportunity to address Mr. and Ms. [redacted]’ concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####.

Sincerely,

APS Consumer Advocate

Cc: [redacted]

Review: The company has separate account numbers for security deposits and normal monthly billing. I signed up online and was waiting to pay the security deposit. The security deposited never showed under my account because it had its own account number. I was not aware of that as no other company does that. I figured it would show soon and I would pay it then. However, I got a slip in the mail that said they were charging me 15 dollars for being late on payment. Having separate account numbers for security deposited and monthly payments is deceiving. The 15 dollar charge for the late notice is unethical considering that the payment collection is set up to trick the consumer.Desired Settlement: Refund and investigation into company practices.

Business

Response:

July 25, 2013

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

Attn: [redacted]

Re: Complaint ID No. [redacted] / [redacted]

Dear Ms. [redacted]

I have received your letter dated July 19, 2013 regarding the complaint from [redacted] and appreciate the opportunity to respond.

At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.

I have investigated Mr. [redacted]’s concerns and found he applied for service with APS on June 26, 2013. APS required a security deposit be paid prior to connection of service. However, Mr. [redacted] chose to enroll in the APS Surepay program to waive the deposit requirement. The APS Surepay program allows customers to pay their bill directly from their checking or savings account each month. APS instructed Mr. [redacted] how to download the Surepay application from aps.com and advised him the application needed to be returned to APS within five days or the deposit would need to be paid by July 12, 2013.

Unfortunately, APS did not receive the Surepay application back and the deposit was not paid by July 12th so APS left a door hanger notice at his residence on July 15, 2013. The door hanger notice advised Mr. [redacted] of APS’s intent to disconnect the electric service if payment of the deposit was not received. Therefore, the field call charge of $15.00 plus tax for leaving the door hanger notice is a valid charge and will remain. APS received payment of the deposit in full on July 16, 2013. Therefore, Mr. [redacted]’s account is no longer in jeopardy of being turned off due to non-payment of the deposit.

I called Mr. [redacted] today to discuss his concerns and received a message that I could not leave a message because his voicemail was not set up yet.

Again, thank you for the opportunity to address Mr. [redacted]’s concerns. If you have any questions or if I may be of further assistance, please feel free to contact me at 602-250-2280.

Sincerely,

APS Sr. Consumer Advocate

Cc: [redacted]

Review: Deposit was credited to account in the 13th month as stated in the contract. Now, APS thinks it can hold a portion of the deposit while my PAYMENT processes. I'm looking for a check of $250.00 and they are requesting that I wait, yes until June 2nd to request a check. This is crap biz practice and I'm also unhappy that I discovered the credit for the deposit after I made an automated payment. I called them wondering what happened to my payment that would result in such a huge credit and that's how I find out about the credit for the deposit.Desired Settlement: I paid the deposit direct from checking. No payments were missed and now one is in process. I want a check in the mail pronto, no waiting until June. BTW this is crap biz practice.

Business

Response:

May 23, 2014

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

Attn: Alexandria Mosley

Re: Complaint ID No. [redacted] / [redacted]

Dear Ms. Mosley:

I have received your letter dated May 17, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond.

At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.

I have investigated Mr. [redacted] concerns and found he paid a security deposit in April 2013 when he connected electric service at his home in Phoenix. In the last twelve months, Mr. [redacted] has established excellent payment history. Therefore, APS refunded his deposit by applying it toward his account on May 5, 2014. Additionally, APS received a payment of $18.96 on May 13, 2014 so his account balance reflected a credit of $250.37.

On May 13, 2014, Mr. [redacted] contacted APS and questioned his account balance. APS advised him that his security deposit was applied to his account. Mr. [redacted] requested the credit balance be refunded to him. Therefore, APS is currently processing his request and a refund check will be placed in the mail on Tuesday, May 27, 2014. I spoke with Mr. [redacted] today and advised him.

Again, thank you for the opportunity to address Mr. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ###-###-####.

Sincerely,

APS Sr. Consumer Advocate

Cc: [redacted]

Review: We have been late paying our electric bill once or twice in the last year. I am applying for disability due to a car crash, and my daughter is being treated for [redacted] so severe she has missed 30 days of school, and We had to get a waiver. She is on a [redacted] 3 times a day, or she goes to the emergency room, and her medication must be kept refrigerated. We started having our power cut off with no warning. Twice during the last six weeks we were also charged a 75 dollar fee to switch the power back on. My daughter ended up in urgent care because there was no power for her [redacted] machine. We have asked 4 times, on 4 separate occasions for the company to send us a medical form for our daughter so this cannot happen again. Each time they verified our address, and then nothing. No form, no follow up. Nada. 4 times in a row over a span of 10 weeks so far.

Now in addition to our 275 dollar monthly bill, we have paid 150 dollars in re-connection fees, and now are in the middle of paying a 450 "deposit" that can be taken away any time in the next year if we are a day late with our payment, even due to medical issues. Let me be very clear. They MAKE you pay 450 dollars to keep your power on in the Summer. They then get to keep that money due to their own "guidelines" that arbitrarily state how that deposit may be kept. Then they keep 450 dollars as profit off of our family , that they said we had to pay, or our power will be shut off. I heard this from two different representatives while trying to sort this out. This means in 2 months, during the summer, we will have paid an EXTRA 600 dollars to APS, with no recourse to take our business elsewhere in the free market. This is in addition to our normal bill, and comes out to being just under the rent on our townhouse for one month.

This is inexcusable. I have complained. I have asked to talk to supervisors at the company. I have gotten nowhere. Why is it Okay for a company that is the sole proprietor of power in [redacted] to play these games with peoples health and lives? I will also be writing a letter to the corporation Communion spelling out the problems I see with a deposit system with no [redacted]ountability to their users in any way. In sum, if APS feels you have violated their billing polices, they will shut you off with now warning, and charge you for the privilege. They will ignore their own policies dealing with medical issues, and arbitrarily levy fees and fines against you without giving you [redacted]ess to who made the decision and why.Desired Settlement: I want our bill to be adjusted due to my daughters medical condition, and due to how no power can put her in the hospital. I want the form sent to me that says my daughter has a medical condition sent to me by registered mail so I know I have it. I want the company to refund my money for the late fees, and deposit already paid, and I want [redacted]ess to pay on the website, which had been stopped for a year to restart. I want to company to examine how the deal with medical conditions, and why people like my daughter are falling through the cracks.

Business

Response:

July 1, 2014

Revdex.com

Attn: [redacted]

Re: Complaint ID No. [redacted] / [redacted]

Dear Ms. [redacted]:

I have received your letter dated June 24, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond.

At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it.

APS differs from many other businesses in that our product is consumed before it is purchased. It is important, in an effort to keep operating costs to a minimum, that payment is received as quickly as possible. Although the bill provides a past due date that is roughly 10 days after receipt, the bill is not considered delinquent until 25 days after the bill produces. Once a bill passes the 25th day without payment, we begin the collection process and late charges are assessed. If the account bills the following month with a delinquent balance still owing, a shut off notice will either print on the bill or be mailed separately to the residence. The shut off notice advises the customer that the delinquent balance must be paid by the shut off date or the service will be subject to disconnection for non-payment. This notice also encourages customers to contact APS and establish a payment arrangement if additional time is needed to pay to avoid disconnection.

I have investigated Mr. [redacted]’s concerns and have found that APS mailed him his March monthly bill of $287.47 on March 25, 2014. The bill included a shut off notice. The notice advised him the delinquent balance of $139.14 needed to be paid by April 3, 2014 or the electricity would be disconnected for non-payment. Mr. [redacted] called APS on April 8, 2014 and established a payment arrangement to pay the [redacted]ount balance of $287.47 on April 11, 2014. APS mailed an APS Credit Agreement letter to Mr. [redacted]’s residence on April 09, 2014 confirming the payment arrangement. The letter also stated that if the payment is not received by the dates promised the electric service will be subject to disconnection without further notice.

APS received a payment in the amount of $198.00 towards Mr. [redacted]’s account on April 14, 2014. As this was only a partial payment, Mr. [redacted] failed to honor the payment arrangement and the service was disconnected for non-payment on April 28, 2014.

Mr. [redacted] called APS to reconnect the service on April 28, 2014 and APS required the delinquent balance of $89.47 be paid along with a security deposit of $425.00. Mr. [redacted] stated he could not afford to pay the deposit in its entirety so APS agreed to reconnect the service with payment of the delinquent balance and a partial payment of $140.00 towards the deposit. Mr. [redacted] requested the electric service be reconnected that same day and agreed to pay the same day fee.

APS is a regulated utility and is bound by the rules and regulations approved by the [redacted]). Through these rules and regulations, we have established deposit guidelines that are uniform and fair to all customers. These regulations state that APS may require a customer to establish or reestablish a security deposit if the service is disconnected for non-payment. It is important to note that security deposits are returned to residential customers once the account has had 12 months of service with no more than two late payments.

The evening of April 28, 2014, APS mailed a deposit statement to Mr. [redacted]’s residence requiring the additional security deposit of $287.00 (Mr. [redacted] paid $138.00 towards the deposit earlier that day not $140.00) be paid by May 12, 2014. This letter stated that the service will be subject to disconnection if the deposit of $287.00 is not paid by May 12, 2014. No response or payment was received so APS disconnected the service for non-payment of the deposit on May 15, 2014.

Mr. [redacted] called APS on May 15, 2014 to reconnect the service and APS required a payment of $150.00 be made towards the account balance and agreed to establish a payment arrangement on the security deposit. Mr. [redacted] agreed to pay the remaining deposit of $287.00 in two installments. The first installment of $145.00 due on June 13, 2014 and the final installment of $142.00 due on July 18, 2014. Mr. [redacted] once again requested the service be reconnected that same day and agreed to the same day fee.

On May 17, 2014, an APS Credit Agreement letter was mailed to Mr. [redacted]’s residence confirming the payment arrangement established on the security deposit. The letter also stated that if the payment is not received by the dates promised the electric service will be subject to disconnection without further notice.

Mr. [redacted] failed to pay the deposit installment of $145.00 due on June 13, 2014 and his service was subject to disconnection on June 27, 2014. I have placed a temporary collection hold on Mr. [redacted]’s account to allow me the opportunity to speak with him. I called Mr. [redacted] on June 30, 2014 to discuss his concerns and left a message. I will be happy to discuss Mr. [redacted]’s concerns if he would like to contact me at (602) 250-2280. The collection activity will resume on Mr. [redacted]’s account if I do not hear from him by July 7, 2014.

My investigation found that Mr. [redacted]’s account is on a cash only status until January 24, 2015 as a result of a payment in October 2013 and a payment in January 2014 returning from his financial institution due to insufficient funds. Therefore, Mr. [redacted] does not have the capability of paying his account on the APS website.

Additionally, APS records indicate multiple applications have been mailed to Mr. [redacted]’s residence to participate in APS’s [redacted] and APS’s [redacted]. The APS [redacted] offers APS customers who meet income requirements up to a 65% discount on their monthly electric bill. The [redacted] is an outage preparation and notification program for customers with a medical condition requiring the use of electric medical equipment. The intent of the program is to provide information to assist the customer in making back up plans in the event of an outage. Applications for both of these programs can be obtained from the APS website.

Again, thank you for the opportunity to address Mr. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at the telephone number listed above.

Sincerely,

APS Consumer Advocate

Cc: [redacted]

Review: Wait time in excess of 15 minutes to cancel services on 800 number. Website cancellation process not functional for me. Was billed for days of service when I did not live there although both notification methods (phone and online) were prohibitively cumbersome. Call center not appropriately staffed to handle volume and website is not intuitive and sometimes does not work when attempting to cancel. Was refused credit for those days. This company thinks they have a monopoly and customers should wait 15 minutes to cancel services. If you can't cancel, they can charge you in perpetuity. Very unethical.

Business

Response:

Re: Complaint ID No. [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated August 23, 2015 regarding the concerns from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. I have investigated Ms. [redacted] concerns and have found that she established electric service at [redacted] in Chandler on September 19, 2013. The service remained on in Ms. [redacted] name until August 21, 2015 when a new applicant placed the electric service in their name. My investigation found that on August 6, 2015, APS mailed and emailed Ms. [redacted] her August monthly bill for the energy usage from July 8, 2015 through August 6, 2015. On August 21, 2015, APS issued Ms. [redacted] a final bill for the energy usage from August 6, 2015 through August 21, 2015. Ms. [redacted] spoke with APS on August 23, 2015 and stated that she was having difficulty cancelling her electric service on the APS website as it advised her that she did not have any active service to disconnect. Ms. [redacted] also stated that she called APS the day prior and was unable to speak with anyone due to a hold time of over 15 minutes. APS explained to Ms. [redacted] that the electric service was taken out of her name on August 21, 2015. Therefore, the APS website would not allow her to cancel the service as it had already been removed from her name. Additionally, her initial attempt to contact APS by telephone occurred after the electric service had already been taken out of her name. Ms. [redacted] then advised APS that she vacated the property on [redacted] on July 10, 2015 and requested to be reimbursed for the energy usage billed to her after that date. APS declined Ms. [redacted] request and advised her that she is responsible for the energy usage through August 21, 2015 as she had not previously contacted APS to disconnect the service. Ms. [redacted] responded by stating she would file a complaint with the Revdex.com (Revdex.com). I called Ms. [redacted] on August 27, 2015 to discuss her concerns and left a message for her. At this time, she has not returned my call. I will be happy to discuss Ms. [redacted] concerns if she would like to contact me directly at (602) 250-2280. Again, thank you for the opportunity to address Ms. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at the telephone number listed above. Sincerely,

[redacted]APS Consumer Advocate Sr. Cc: [redacted]

Arizona Public Service offers rebates to customers who install new air conditioning systems. However, in order to receive a rebate the customer must have an "approved" vendor install the unit. In order to be an "approved" vendor the company must pay a fee to APS. I find this to be dishonest. APS gets fees from electricity users to pay for the rebate program and then charges the vendors more money to become "approved". They used to give rebates to anyone who installed a more efficient system, which is the way it should be. I believe this to be an unfair business practice which is only a way to make more money for APS and not to help homeowners.

I paid $260.90,confirmation [redacted] to set service up starting 8/21/2013. To date I have made countless phone calls requesting a bill through 10/14 of which I was told by rep[redacted] I did not open an account until 10/1/13-not true. I spoke to a supervisor and received an estimated bill late oct.again I call tonight and after being on hold for 29 min spoke to a supervisor, [redacted], that stated they had to change my meter?! She added I should receive a bill soon with no more estimated cost.so I ask why is this the only vendor option? Why have I spent countless hours begging aps to fix their problem?I have all call details anddocumentation of the above

Here is the letter I sent to APS today March 24th, 2014 at 10:49 AM
I would like to remove myself from Paperless billing and I see no option on this website to do such. Also, I have called APS today to arrange this and getting the run around. I am very displeased with my billing, as the bill is now going into SPAM folder, but for 5 years it came into my normal inbox. I have my settings on my emails set for APS to not be filtered as JUMK MAIL and had my tech assitant take a look at it, so there is no reason why it suddenly is appearing in the SPAM Folder. To make matters worse, you have been billing me at a different date every month since January 2014, and now you won't allow me to pick my due date (as if I have done something wrong) though for the past 7 years I have never ever missed a due date, never been late on a bill. You would think APS would honor and respect this , but instead yu are penalizing me because of my refusal to get a very controversial SMART METER which you are now terming an AUTOMATED METER (which is the same thing, you just changed the language for the obvious reasons). I am very disappointed at the manner in which you have recently decided to bill me RANDOMLY, which makes it much harder to pay the bill on it's due date. This is beyond absurd. I have been an honorable client /customer of yours, and now maybe I will slip up because of your random billing and to top it off, I now do not have the rights of other paying customers?
APS is now using the EXCUSE that my bill is random due to meter reading, as if the history of APS billing has always been automated meters? Really?
TAKE me off of email billing, I would like the bill to be mailed to me now.As well, I wish for a representative in management to call me at my cell number ###-###-#### at your earliest convenience. I will also report you to the Revdex.com and I will be contacting the country Utilities commissioner to fill them in on how you have decided to treat your customers. This is unfair business practice REGARDLESS of the faulty loop holes in the current laws that you are using.
Very unsatisfied customer!
[redacted] Perry
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