Arizona Public Service

Review: I have been with APS since purchasing my home in January 2006 (however APS says 2010) regardless I was required to pay a $230 deposit because I never had service with them and even despite having a clean bill with [redacted] from the sale of my previous home. I contacted them recently for a refund as it has been nine years and I was denied as I was told because I have two late payments. I am filing this complaint as I am not a new customer and I think this policy is unfair. I would love to go back with [redacted] but only APS is my area.Desired Settlement: I want my $230 deposit.

Business

Response:

Re: Complaint ID No. [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated March 20, 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. As you may know, APS is a regulated utility and is bound by the rules and regulations set forth by the Arizona Corporation Commission (ACC). Through these rules and regulations, we have established security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a security deposit from a customer to establish an additional service in their name based on their payment history. Additionally and in accordance with our rules and regulations, residential security deposits are returned to customers after 12 consecutive months of service with no more than two late payments or after they terminate all services with APS. I have investigated Ms. [redacted]’ concerns and have found that she established electric service to her home located at [redacted] in [redacted] on November 1, 2006. In January 2010, APS required Ms. [redacted] to pay a security deposit in the amount of $115.00 to establish an additional service located at [redacted] in [redacted]. Ms. [redacted] had the electric service on [redacted] in her name for two weeks while the property was in between tenants. In June 2010, APS required Ms. [redacted] to pay another security deposit of $115.00 to establish the service on [redacted] Drive in her name again. The electric service was in her name for two weeks while the property was once again in between tenants. On March 20, 2015, Ms. [redacted] contacted APS via email to inquire on when her account would be eligible to have the security deposit returned to her. APS responded to Ms. [redacted] that same day and explained to her the eligibility requirements to have the security deposit refunded to her. The security deposit had not been returned to Ms. [redacted] based on the payment history on the account for her home in [redacted].I spoke with Ms. [redacted] on March 26, 2015 and advised her that I had an opportunity to thoroughly review her account. Based on my investigation, I offered to return her security deposit of $230.00 as this deposit was paid to establish the service at her rental property. Additionally, I offered to return the deposit as Ms. [redacted] participates in APS’s Energy Support Program. The APS Energy Support Program offers APS customers who meet income requirements up to a 65% discount on their monthly electric bill. Ms. [redacted] was appreciative of my offer. Again, thank you for the opportunity to address Ms. [redacted]’ concerns. Should have 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 Cc: [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]

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]

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 .

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 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 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

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]

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

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 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: 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: 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: 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]

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.

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?

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.

Review: This complaint is regarding account # [redacted]. I have moved out of my property in [redacted] and since last August the house has been empty.

* I got APS service to do some house repairs.

* In February 2014, out of no where, I find that the electricity was disconnected (people who were working on property notified me).

* I called customer service and they said that there is a deposit that they would need for the account to remain active.

* This charges were never sent out (Although APS claims otherwise that they sent a notice).

* Now there is no mention of this deposit online (I have an online account which I use to pay all their bills).

* Their website (which I use to pay bill) did NOT show this deposit charges because APS creates a new account number NOT linked to the place where I check bills.

* I made the payment and they said give us a call back and we will restore it.

* I gave a call back and gave the confirmation number. They sent a "signal" to restore electricity. No charges (regarding restoration of service) were mentioned at this point of time. None.

* My house cleaning service goes there and comes back again complaining that there is no power.

* I called APS and they say, can you please have the brakers turned off and returned on. My property manager drives all the way to do this.

* Now I find that out of all this episode, APS wants to bill me additional $30 for restoration fee.

This is a very deceptive way of getting money out of customer. First of all, APS disconnected service without any proper request for deposit. They have my contractor run around twice without power. Adding to frustration, it was our property manager who has to go to property to reset the brakers. After all this unwanted and imposed inconvenience, APS charges me $30. The irony is that, the actual cost of electricity out of $58.47 bill is $3.21. This is a complete misuse of sole electricity provider in the area. It looks like you can bill all you want and create new account #s to demand deposit and then disconnect people and reconnect them and ripoff people and make their life inconvenientDesired Settlement: * I want the $30 re connection charges reversed

* APS should stop misleading people by creating new account number for deposit and should at least call if they need some sort of deposit instead of disconnecting people without any notification.

Business

Response:

March 28, 2014 Revdex.com[redacted] Attn: [redacted] Re: Complaint ID No. [redacted] Dear [redacted]: I have received your letter dated March 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. Company records indicate [redacted] established electric service with APS at his current address in August 2013. A deposit was not required of him because he had established excellent payment history with APS. I reviewed [redacted] account and found we sent several notification advising him of APS’s deposit policy. In December 2013, a letter was sent encouraging him to keep the account current in order to avoid the need for a security deposit. A second letter was mailed in February 2014 advising him that due to the number of past due payments a security deposit was now required on the account. No response or payment was received so APS left additional notification at the residence to alert [redacted] of APS’s intent to disconnect service for non-payment if the deposit balance was not immediately paid. Unfortunately, APS did not receive payment or a response from [redacted] so APS disconnected the electric service for non-payment.On March 23, 2014, [redacted] contacted APS to dispute the Service Re-establishment Charge of $25.00 plus tax on his March 11, 2014 statement. The Service Establishment Charge is assessed each time a customer requests to establish, reconnect or re-establish electric service. [redacted] indicated he was not made aware of the fee at the time he requested the service be reconnected and also indicated he did not receive an electronic notification for the deposit request. In the spirit of customer service, APS agreed to reverse the Service Re-establishment Charge of $25.00 plus tax. I spoke with [redacted] on March 27, 2014. [redacted] explained the reason why he did not pay the deposit by the due date was because he did not see an electronic notification of the request. I explained to [redacted] all deposit notifications are sent by U.S. mail only. However, APS is looking to expand deposit notifications on the Company’s website. [redacted] thanked me for the phone call and advised me he had no further concerns for APS.Thank you again for the opportunity to address [redacted]’s concerns. Sincerely,[redacted]APS Consumer Advocate Cc: [redacted]

Review: In writing this complaint for anybody moving to an area where aps is required for service I advise not to and go where [redacted] is instead.I am a self employed with a family of four.I sub contract for multiple businesses therefore im always getting paid at different times. I have paid my previous debt to aps in full and stay on top of my bills the best I can that being said.I was late 3 times and for that now I have to come up with a 300$ deposit which is now 247$ and I can only afford to pay a little at a time which I am doing but that's on top of my bill for service.My wife called explaining our situation and we flat out got told nothing we can do.So now my service gets shut off today when I could have paid what they were asking for on that Friday which was a 150 $ and then paid the rest on Monday but now I have to come up with everything at once now and on top of that pay a reactivation fee too.Aps in arizona is not understanding at all and will not work with you at all.From my family of a 12 year old boy a 14 year old boy a wife of 38 and a husband and father of 36.Keep in mind even though I told them also we have kids no exceptions unless their 5 and under.To anybody reading this me and my family urge you not too move into an area where aps is required because it don't matter how hard you work or if your going through hard times your on a 3 strike your out of electric rule thank's for being soon understanding aps.Desired Settlement: Help out your customers with some understanding a little better.And get rid of your 3 strike law were not felons and we shouldn't have to be made to feel that way from your customer service reps.

Business

Response:

Attn: Dispute Resolution Consultant Re: Complaint ID No. [redacted] / [redacted] Dear Dispute Resolution Consultant: I have received your letter dated August 13, 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 the resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. As you may know, APS is a regulated utility and is bound by the rules and regulations approved by the Arizona Corporation Commission (ACC). 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 account becomes delinquent in the payment of two or more bills within a 12 month period. It is important to note that residential security deposits are calculated based on two times the average bill in the previous 12 months and returned to customers once the account has had 12 months of service with no more than two late payments. I have investigated Mr. [redacted]’s concerns and have found that the electric service was established solely in the name of [redacted] at [redacted] in [redacted] on March 27, 2015. Ms. [redacted] was not required to pay a security deposit to establish the service. My investigation found that on June 9, 2015, a letter was mailed to Ms. [redacted]’s residence encouraging her to keep the APS account current in order to avoid the need for a security deposit as she had two delinquent payments in the previous four months. Unfortunately, APS received another delinquent payment in July 2015. Therefore, a letter was mailed to Ms. [redacted]’s residence on July 9, 2015 informing her that due to another delinquency on her account, a security deposit of $300.00 was required and due on July 23, 2015. Ms. [redacted] failed to pay the security deposit so APS delivered a door hanger notice to her residence on August 3, 2015. The door hanger notice stated APS’s intent to disconnect service for non-payment if the deposit was not immediately paid. Once again, no payment was received so APS disconnected the service for non-payment of the deposit on August 6, 2015. Later that day, Ms. [redacted] called APS to reconnect the service and was advised that payment of her delinquent balance in addition to the security deposit was required to reconnect the service. However in the spirit of customer service, APS agreed to accept a partial payment of the deposit and establish a payment arrangement on the remaining deposit and delinquent balance to reconnect the service. APS received the partial payment of the security deposit and reconnected the electric service that same day. Ms. [redacted] called APS multiple times to revise her payment arrangements as she was unable to honor the previous payment arrangement. APS extended the payment arrangements for Ms. [redacted] on three different occasions. APS then denied her fourth request to extend her payment arrangement further On August 13, 2015, Ms. [redacted] and Mr. [redacted] contacted APS and spoke with a supervisor to request another extension on their payment arrangement. In the spirit of customer service, the APS supervisor agreed to modify the payment arrangement once more. I spoke with Mr. [redacted] regarding his concerns with the payment arrangement on August 19, 2015. He advised me that he was satisfied with the payment arrangement he and Ms. [redacted] had been given on by the APS supervisor. I let him know that at APS we value our customers and their needs and are willing to work them by establishing payment arrangements. However, it is important that the promised payment arrangement is kept in order to continue providing him and Ms. [redacted] payment arrangements in the future. Mr. [redacted] thanked me for taking the time to call him and listen to his concerns. Again, thank you for 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 AdvocateCc: [redacted]

Consumer

Response:

I have read aps response and in reading it no we never received any door hanger notice,and hello from the hard working self employed American family going through some hard business times.I just want to say now in the end aps you get your money yes .So your guidelines with your customers is garbage were all individuals in different situations and to have the first people you speak with for understanding tell you no when your doing everything you can for your family,I hope you guys don't continue this and I did appreciate the call back would have been nice if you would have clarified you were with aps when I received the call was under the impression I was speaking with the Revdex.com again.

P.s. after being transferred the lady I spoke with who helped me with my arrangement thank you sincerely .The [redacted] family