Arizona Public Service

Review: Arizona Public Service has shown no regard and no consideration for America with Disability Act, I am a severely disabled senior citizen I have a incurable medical condition, and I have three disabled grandchildren who have serious medical conditions. February 16, 2015, Arizona Public Service advised me by telephone that there was nothing they were willing to do to assist me, although I have continued to cooperate and make every human effort to pay my bill, I have written a letter to the corporate office, I have spoken to several APS representatives APS could careless whether my service is disconnected or not, basically APS today of the following: "Sorry, Madame I know you are social security I know you are disabled with incurable condition, but there is nothing APS can do for you your electric service will go off by the end of February if the two payments are not made every month I advised APS of the fact that I am on Social Security Disability APS just did not care at all as a public utility this is disgraceful that a public utitility could careless about someone who is disabled and on social security, I am going to make a complaint with Arizona Governor's Office, Governor [redacted] and to Arizona Public Utilities Commission regarding how I was treated by APS and APS no concern for Disabled individuals, and to Arizona Protection and Advocacy for disabled individual, APS has no regard for the disabled.Desired Settlement: I have payment arrangements on past due balance, APS needs to work with me on the current charges make payment arrangements APS is not willing to work with me on current charges. I am requesting APS work with me to avoid disconnection there are four disabled people living in my house hold, one senior citizen three minor children with disablities APS has no regard for Americans with Disabilities, APS needs to work with me the major issue is I am not able to make two payments in one month

Business

Response:

Dear Sir or Madam: I have received your letter dated February 17, 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 [redacted] concerns and have found that she established electric service at 18233 W. Mission Lane in Waddell in February 13, 2014. My investigation found that over the past several months, APS has agreed to work with Ms. [redacted] by establishing very generous payment arrangements allowing her additional time to pay on her account. Most recently on January 26, 2015, APS established a payment arrangement with Ms. [redacted] allowing her until July 6, 2015 to pay the account balance of $759.44. Additionally, APS is actively assisting Ms. [redacted] by working with local agencies to help her get approval for financial assistance with her electric bill. I called Ms. [redacted] on February 20, 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 her concerns if she would like to contact me at ###-###-####. 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 Cc: [redacted]

Consumer

Response:

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: went online to set up account it said password protected never autherised the password to be placed on account called got rude rep on the phone then stated have to go in to the store when im perminattly disabled with out vehicle and no help what so ever verified teh account number aasked them to call me back and they still would not thif not were gonna have would not give me a hint on the account either im asking for this to be removed our IM GONNA HAVE issue because im wheel chair and this my account they said aps would never put a passowrd on account well according to online they certinally did and I wish a call back and apolgie also after being paying consumer for nearly two years nowDesired Settlement: [redacted] the supervisor was rude to me on the phone here my account number [redacted]

Business

Response:

July 30, 2013

Revdex.com

Attn: [redacted]

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

Dear Ms. [redacted]:

I have received your letter dated July 22, 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.

APS investigated Ms. [redacted]’s concerns with her APS account being password protected. My investigation found Ms. [redacted] contacted APS on July 02, 2013 for assistance logging into her account on aps.com. During this conversation, Ms. [redacted] requested APS place a password on her billing account. This password would need to be verified each time Ms. [redacted] contacts APS for assistance.

I spoke with Ms. [redacted] on July 30, 2013 to discuss her concerns. Ms. [redacted] advised me she was not disputing that she added a password to protect her billing account, she just forgot her password. Therefore, I asked Ms. [redacted] a variety of questions to help her recall the password that she provided on July 02, 2013. Ms. [redacted] recalled the password and indicated she would like APS to keep the password on her billing account for her protection.

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

Sincerely,

APS Consumer Advocate

Cc: [redacted]

My wife and I moved to this great state a year ago and have rented while our house was built. We were amazed of the cost of electricity in this state, you pay more in a month than we would pay in three in the state of **.. Because of this when we signed to build our house we chose to add solar. We signed on our house in Feb. 2015 and closed Aug. 17th 2015. According to the builder and [redacted] they had submitted the APS permit paperwork months ago. We were surprised to find out when we moved in that the solar was being held up at the APS because the paperwork still had not been processed. We have been trying to keep an open mind that it could be any of the three involved that hasn't done their job an we're still paying high electric bill. The day we closed I called APS Solar division and asked for an ETA and was told the permits were still being processed. I was also told because of the high demand they were backlogged. I was told that I should receive an email letting me know the date of install and it looked like this would be mid Sept. Not necessarily happy with knowing I was going to pay another high electric bill when I have solar on my roof, but it is what it is. Being that next week is Mid-Sept I called APS because I still have not received an email with date of install. The person I spoke with was very nice but she basically repeated the same thing the last person said except she was now saying because of the holiday th email probably would go out until next week and then it would be in the range of 10 days before they schedule an install of the meter. Obviously I was not happy to hear the same thing I heard three weeks ago and another delay. The she started to tell me about the application permit paperwork had been changed from the builder to my name mid-process and that may have slowed things down. My last bill at our the rental tacked on to the bill for our new house is over $800 for one month, why would they rush to switch to solar. I have heard the same complaint from my new neighbors that chose to go with solar. The builder has said that this is the routing for APS and none of the home with solar close with APS being ready for hookup.
For a state that require every house to have solar it seems like APS is running the state and the customers are paying the price. Is there any recourse or control on these guys.
I just had a friend who is thinking about moving here as well ask me if I regret moving here. The only regret I have is I didn't hear the horror stories about APS and the electric bills. No excuse...other than someone wants more money in their pockets.

Last month, I was charged THREE service fees from a miscommunication on there end and was still forced to pay or have no electricty. The cost of electricity for my house this month is $91.60, but APS managed to raisey bill to $174.81 in service fees, "delivery fees", state, city, and county fees, fees for them to move electricty, fees for literally everything that THEORY company should be liable for. NOT THE CONSUMER! I PAY FOR THE PRODUCT, NOT YOUR TAXES AND MINE!!! This business is a monopoly and is stealing money from the community. I WILL NOT STAND FOR THIS!!

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
###-###-####

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

Review: the guys on the phone one or two calls age were very rude, unhelpful and sarcastic. I think they hung up on me too...Desired Settlement: 80% of bill back cash for whichever month that occured in.

Business

Response:

Dear Sir or Madam,APS has responded to Complaint No. 11023778 by sending an email to the address of: [email protected]. Due to recent updates to your online application, APS's response exceeds the 2,000 character limit allowed.I have also mailed a copy of APS's response to Mr. Mike B[redacted] Sincerely,Traci D[redacted]APS Consumer Advocate[redacted]

Consumer

Response:

tracy is hiding information from the Revdex.com

Business

Response:

Dear Sir or Madam:

Again, thank you

for the opportunity to address Mr. B[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,

Traci D[redacted]

APS Consumer

Advocate

Review: My Mother-in-law died in January. I have been paying her electric bill since then. My family moved into her house in April and have been making the electric payments since then. My husband is on Social Security disability and I only have a part time job. The electricity was going to be shut off on the 29th of October if I did not make the payment. I ask for an extension until the 31st, when I get paid. They gave me an extension until the 30th. So I called back and ask for one more day. The rep said she could not give me any extensions and the service needed to be put in my name. She said I have to make the full payment so it can be put in my name. My Mother-in-law's name and my name is both [redacted]. I do not have the full payment to pay that is why I was asking for an extinction. I was trying to get help from the Home Energy Assistance Fund but they are full this week and are not taking any more calls. The rep also said I would have to pay a deposit to get the services put in my name. I do not have any money to pay any deposits and I have been making the payment since January, so I should not have to make any deposits.Desired Settlement: If you must put the account in my name, do not charge me a deposit since I have been making the payment since January. Give me a payment extension until the 31 to make the $285. Sign me up for the Home Energy Assistance Fund or the HEAP or LIHEAP program to pay the bill. Sign me up for the APS energy support program.

Business

Response:

October 29, 2013

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

Attn: Alexandria Nock

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

Dear Ms. [redacted]:

I have received your letter dated October 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.

Company records indicate that on October 22, 2013, APS received a call from [redacted] who advised APS her mother-in-law, [redacted], was deceased. Ms. [redacted] advised APS she had been living in the home and she requested to establish a payment arrangement on the balance. APS advised Ms. [redacted] the account must be placed in her name to continue service to the residence.

I spoke with Ms. [redacted] on October 23, 2013 and agreed to establish a payment arrangement which will allow Ms. [redacted] to place the electric service in her name once the payment arrangement is paid in full.

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

Sincerely,

APS Sr. Consumer Advocate

Consumer

Response:

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 have been working with Solar City to install additional solar panels on to an existing system in my home. APS has consistently dragged this process on. In order to get anything accomplished I would need to call in to speak with a specific team that has limited business hours. During these phone calls, I would be told that there was simply a backlog of applications to process which was extending the approval process. However, within an hour or two of hanging up with the customer service rep, my application would be approved to the next step. The city approved the system on 12/3/2014. It took 4 phone calls to get APS of at least 30 minutes to get the final approval. When I did get the approval from APS, we turned on the solar panels only to not have them produce. Come to find out, they had padlocked a portion of the system in the off position. I called Saturday, 2/7/2015, (a week after the approval) to have a technician come out and remove the padlock the same day. They assured me it would be taken care of. The padlock was still on today, 2/9/2015. When I called to advise that I would be removing the padlock myself, I was originally told that someone had been out that morning but the meter was on the ground. This was a lie. No one had been at the house and there were no meters on the ground. When I told them so, they came back and said that the technician had been out on the approval date and had seen that there was a meter missing but did not report it. The technician coming out is also a lie. APS has not had a technician out to the house in 6 weeks when they took one of the meters with them. APS has continually either chosen not to process my application or has misplaced it since this process started. And all of this is in relation to an existing system that was merely having a few additional panels added. After spending more than an hour on hold, this issue has still not been resolved.Desired Settlement: I would like not only a credit for the electricity used during the months the panels were turned off (end of October 2014 through present billing cycle) but also a refund for the solar lease fees I have continued to have to pay even though the panels have been inoperable. This credit should not be a credit on my account with APS but a physical check sent to me. I would also like to see this issue resolved by 2/15/2015 at the very latest with reimbursement for the monies I spent in time and supplies in order to get this system operational.

Business

Response:

I have received your letter dated February 10, 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. My investigation found that Ms. [redacted] installed a solar photovoltaic (PV) system at her residence located at [redacted] that was activated in January 2013. On November 17, 2014, APS received a reservation application and an interconnection application from Ms. [redacted] to expand her existing PV system. Submitting a reservation application is the first step in the process of notifying APS of the future installation of a PV system or an expanded PV system. Typically, once a reservation application has been approved the customer will work with their 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 and installers not begin installing the PV system or the expanded 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 approved Ms. [redacted] reservation application on December 22, 2014 and approved the interconnection application on January 16, 2015. However, some of the other required documents could not be approved by APS as they needed corrections. APS received the final corrected document on January 29, 2015 and approved it on January 30, 2015 allowing Ms. [redacted] expanded system to become operational. Ms. [redacted] called APS on February 7, 2015 and requested an APS technician visit the property to remove a padlock allowing her to flip on the breaker to activate her expanded PV system. An APS technician visited the property that same day and found that the required APS solar production meter was not installed and therefore, APS could not remove the padlock. Ms. [redacted] contacted APS February 9, 2015 to question why APS had not removed the padlock. It was at this time that APS realized the APS solar production meter that was installed in January 2013 had been removed by a third party. It is important to note that only APS is authorized to remove APS equipment. Therefore, APS sent a technician to Ms. [redacted] property to install an APS solar production meter later that day allowing her PV system to become operational. I called Ms. [redacted] on February 13, 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 her concerns if she would like to contact me at ###-###-####. 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

Review: APS is charging a higher rate to me because the meter for my house in my back yard. The power comes from the pole and they could relocate the meter to the [redacted]. My wife took an unpaid day off to meet the person they sent who wanted to only change the meter at the house and would need 24 our access to it to charge the lower rate. Because we have dogs and dont have the capability to have 24 hour access to our yard they refused to help and told us this story that wireless meter would be installed soon. That never happened and I have been charge this higher rate since 2004. I can get an estimated date and even at that we would have to take another unpaid day off.Desired Settlement: I want the meter moved the [redacted] at no charge to me. Even if the wireless meter was to come I dont want to pay the higher rate anymore.

Business

Response:

I have received your letter dated November 25, 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 the meter providing service to Mr. [redacted]’s residence was located behind a fence and not accessible to APS. Therefore, APS installed an analog meter which allowed the meter to be read without having to access Mr. [redacted] backyard. An analog meter is a dial type meter and requires the customer be placed on a Standard rate as an analog meter cannot accommodate a Time of Use rate. A Time of Use rate requires a digital meter and APS requires unassisted access to read a digital meter. Company records reflect APS has began installing automated meters in the City of Coolidge in October 2013. An automated meter allows APS to obtain daily meter reads remotely through radio frequencies and cell phone technology. I contacted Mr. [redacted] on November 27, 2013 to discuss his concerns. I provided Mr. [redacted] the approximate timeframe of when APS is scheduled to install an automated meter at his residence. I agreed to contact Mr. [redacted] again to coordinate an appointment once APS is scheduled to install automated meters in his neighborhood. 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

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.1) I had asked them to move the meter to [redacted] where the power comes from and was told that this was not possible because it was customer owned equipment but I dont own the meter.2) APS has had one of the survey persons ([redacted]) tell me that Wendi did not work for aps. And I dont need to be dealing with different reps that are not on the same page.3) No credit has been offer for the time I have been charged this higher rate. This could have been resloved years ago in good fait to the customer. Someone at the office when we established service should have offered to get us a different meter or explained how we could have gotten the better rate at that time. Regards,[redacted]

Business

Response:

I have received your letter dated December 16, 2013 regarding the complaint from [redacted] and appreciate the opportunity to respond.As mentioned in my first response, my investigation found the meter providing service to Mr. [redacted]’s residence was located behind a fence and not accessible to APS. Therefore, APS installed an analog meter which allowed the meter to be read without having to access Mr. [redacted] backyard. An analog meter is a dial type meter and requires the customer be placed on a Standard rate as an analog meter cannot accommodate a Time of Use rate. A Time of Use rate requires a digital meter and APS requires unassisted access to read a digital meter. Company records dated September 2007 indicate Mr. [redacted] contacted APS to discuss his billing. At the time of the phone conversation, APS advised Mr. [redacted] of APS’s Time of Use rate was advised a Time of Use rate requires a digital meter and APS requires unassisted access to read a digital meter. It was communicated to APS the meter providing service to Mr. [redacted]’s residence was located behind a locked fence, there will be unrestrained dogs and the meter will not be readily [redacted]essible to APS.As you know, APS is a regulated utility and as such, is bound by the rules and regulations approved by the [redacted]). 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.That said, Section 3.2 of APS’s Service Schedule 1, Terms and Conditions for Standard Offer and Direct access Services, states “…Company cannot guarantee the most economic applicable rate will be applied…Company will not make refunds in any instances where it is determined the customer would have paid less for service had the customer been billed on an alternate applicable rate or provision of that rate”.Additionally, Section 6.1 and 6.1.1 of APS’s Service Schedule 1, Terms and Conditions for Standard Offer and Direct access Services, states “6. Metering and Metering Equipment6.1 Customer Equipment - The Customer shall install and maintain all wiring and equipment beyond the Point of Delivery except for Company's Meters and special equipment.” The Customer's entire installation must conform to all applicable construction standards and safety codes and the Customer must furnish an inspection or permit if required by law or by Company. In circumstances where a clearance is not required by law, Company may require Customer to execute a Letter In-Lieu of Electrical Clearance.6.1.1 The Customer shall provide, in accordance with Company's current service standards and/or Electric Service Requirements Manual, at no expense to Company, and close to the Point of Delivery, a sufficient and suitable space acceptable to Company's agent for the installation, accessibility and maintenance of Company's metering equipment. A current version of the Electric Service Requirements Manual is available on-line at [redacted]Therefore, Mr. [redacted]’s request for the Company to cover the expense of relocating the customer-owned equipment and request to have the Combined Advantage 7 pm to Noon rate retroactive to the day his electric service was connected cannot be granted.I contacted Mr. [redacted] on December 20, 2013 to discuss his concerns and left a message for him. I will be happy to discus Mr. [redacted]’s concerns if he would like to contact me at ###-###-####.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 used APS when I lived in [redacted], AZ. At the time my mother also lived with me and both of our names were on the account, she was the pri[redacted] contact person. In May I moved out to Portland, ME to go to graduate school, my mother lived at the house through June. At the end of July my mother very unexpectedly passed away. I was unaware that she had not paid her last APS bill. When I saw a delinquency on my credit report in Dec I called that same day to talk to APS and explain what had happened. I had not received any emails, letters or phone calls regarding the debt. The representative that I spoke to stated that although they don't usually remove delinquencies from a credit report they would make an exception if I was willing to pay of the debt that day, Dec. 11, 2014. They stated that they could see that I would not have received any of the emails about the unpaid amount. I agreed to pay off the amount in order to have it removed from my credit. In June 2015 I applied for credit in order to finance my education and was denied due to a delinquency on my credit report. I promptly called APS in order to discuss this. The representative stated that he could see that I was told it would be taken off of my credit report if I paid it in full, which I did on Dec. 11, 2014. However, another representative stated, "we can't do that." He was not willing to try to help me. He stated that he knew that they couldn't do that because he told another customer that and found out that he was incorrect. Which presented another concern. Not only were they presenting false information to me in order to get me to give them money, but they were also doing it to other customers. During an already stressful time, losing my mother at a young age while in graduate school across the country, it was very difficult to be given false information. This is not only negatively affecting my credit but also my ability to fund my education. This is the only "late" payment that I have ever had and I would have paid if I had knownDesired Settlement: As the entire situation would have been resolved had I even been contacted by APS or a creditor, and I have never had a delinquency to APS or another company ever I would like this removed from my credit report. I do not want it marked as paid as it still negatively impacts my credit report and appears as though I did not pay on time. They were extenuating circumstances and I was a great customer of APS for many years without issue. I am willing to provide any proof in order to get this resolved

Business

Response:

Attn: Dispute Resolution Consultant Re: Complaint ID No. [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated July 17, 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]’s concerns and have found that she established electric service solely in her name at [redacted] in [redacted] on May 24, 2013. On August 30, 2013, Ms. [redacted] provided APS permission to add [redacted], her mother, to her account as a joint account holder. APS documented her account with this information and advised her that her mother would need to contact APS and request to be added to her account. APS received a call from [redacted] on September 3, 2013 requesting to be added to her daughter’s APS account as a joint account holder. APS mailed [redacted] and [redacted] a letter on September 6, 2013 confirming that [redacted] was added to the account as a joint account holder. The letter explained to them that adding [redacted] to the account makes them both equally responsible for the amount of the current and future APS bills. On June 26, 2014, [redacted] called APS and requested to have the electric service at their residence disconnected on June 30, 2014. I had the opportunity to review the telephone call between [redacted] and APS and found that she advised APS to mail the final bill to the same address of [redacted] in [redacted]. As requested, APS mailed [redacted] and [redacted]‘s final bill on June 30, 2015 in the amount of $230.15 to the address on Paradise Lane in [redacted] called APS on July 11, 2015 to cancel the Surepay Program and stated that she will make a payment of $230.15 on August 15, 2014. The Surepay Program is an option for customers to have their payments automatically withdrawn from their checking or savings account each month. In July 2014, APS received a notification from the US Postal Service to update the mailing address for [redacted] and [redacted] to [redacted] in [redacted]. On July 16, 2014 and on August 14, 2014, APS mailed a letter to [redacted] and her mother to the mailing address in Prescott Valley to remind them of the unpaid final balance. The letter encouraged them to pay the final balance to avoid future collection activity. The outstanding balance remained unpaid and was reported to the credit bureaus as such. On December 11, 2014, APS received a call from [redacted] questioning the unpaid balance as it was listed on her credit report. Ms. [redacted] advised APS she did not receive any correspondence or a final bill from APS and it was her belief that the account was paid in full as she was under the assumption it was still on Surepay. Ms. [redacted] explained to APS that her mother passed away unexpectedly at the end of July and requested APS remove the entry from her credit report. APS agreed to send a request to remove the entry from her credit report once the outstanding balance was paid in full. Ms. [redacted] agreed and made the payment of $230.15 that same day. APS issued a letter on December 11, 2014 to notify the credit bureaus that the amount was paid in full. I called Ms. [redacted] on July 23, 2015 to discuss her concerns and left a message for her to return my call. At this time, she has not contacted me. Although I have not spoken with her, I will ensure that the entry is removed from her credit report as agreed upon in December 2014. Thank you for the opportunity to address Ms. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at ###-###-####. Sincerely, [redacted]APS Consumer Advocate Cc: [redacted]

Consumer

Response:

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 take the delinquency off my credit report, not just state it as paid in full but complete removal and, if it does, will consider this complaint resolved.

Regards,

Review: I recently scheduled a payment arraignment with APS, and had previously received a notice stating I had paid 2 previous arraignments late and that if a third arraignment was paid late that I would be charged a 400 dollar deposit on an [redacted]ount that has been active for 2 years and was established with a deposit and that has also never been disconnect. So when I scheduled the last arraignment I made sure to pay it early. Today APS came out and without any prior notice of any kind, no email, no notification to my online [redacted]ount, no mail turned my power off and refused to turn it back on without a 400 deposit plus the payment that I scheduled an arraignment for which is not due for another day. When I asked to speak to a supervisor I was placed on hold and the supervisor came on the line said she needed to check into my [redacted]ount and was placing me on hold again and instead she hung up on me. I had to call back and be placed on hold again for another 12 minutes before being transferred to the same belligerent "supervisor" that had just hung up on me. This "supervisor" stated that even though she was aware that I had always paid my bill and that my power had never been disconnected and that I had paid my arraignment early they considered it late even though that was never stated in any letter, email, phone call or notification on my online [redacted]ount, I now had to pay the 400 dollar deposit plus the arraignment and that If I paid the payment arraignment plus the new bill that has not yet come out they would "work" with me on the 400 deposit they were now requiring and would split it up on my next and future bills.Desired Settlement: Remove the deposit they are now requiring. I did not pay my bill late and followed their arraignment. I paid it early so as to avoid this and was never notified.

Business

Response:

January 2, 2014 Revdex.com[redacted] Attn: [redacted] Re: Complaint ID No. [redacted] / [redacted] Dear Ms. [redacted]: I have received your letter dated December 31, 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. As you know, APS is a regulated utility and is bound by the rules and regulations set forth by the [redacted]). Through these rules and regulations, we have established deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a customer to establish an additional security deposit if the [redacted]ount becomes delinquent in the payment of two or more bills within a 12 month period. I have investigated Ms. [redacted]’s concerns and have found that she established electric service at [redacted] in February 2011. Ms. [redacted] paid a security deposit of $335.00 prior to connection of service. On November 5, 2013, a letter was mailed to Ms. [redacted]’s residence encouraging her to keep the APS account current in order to avoid the need for an additional security deposit as she had several delinquent payments on the [redacted]ount. Unfortunately, APS received another delinquent payment in December 2013. Therefore, a second letter was mailed on December 10, 2013 informing Ms. [redacted] that due to another delinquency on her [redacted]ount, an additional security deposit of $400.00 was required and due by December 24, 2013. Ms. [redacted] failed to pay the additional security deposit due so APS left a door hanger notice at her residence on December 26, 2013. The notice advised her that payment of the security deposit was required in order to avoid disconnection of service. Unfortunately, no payment was received so the electric service was disconnected for non-payment on December 30, 2013. That same day, Ms. [redacted] called APS to reconnect the service and was advised that payment of her delinquent balance plus payment of the security deposit was required prior to reconnection of service. However, APS offered to establish a payment arrangement on the delinquent balance to reconnect the service. Ms. [redacted] paid the security deposit in full and a portion of the delinquent balance and APS established a payment arrangement on the remaining balance due. Therefore, APS reconnected the electric service that same day. I called Ms. [redacted] today to discuss her concerns and left a message for a call back. Again, thank you for the opportunity to address Ms. [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, [redacted]APS Sr. Consumer Advocate Cc: [redacted]

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.

I was never notified that a deposit was due by 12/24/2013.I received notification in November stating that if any future payments were late that I would be subject to a deposit.No where in that notification did it state that scheduling a payment arrangement would be considered making a late payment.I was not notified of this when I called in and made the arrangemt either.if in fact scheduling a payment arrangement is considered making a late payment this should have been clarified as such.I do feel that they did in fact withhold this information intentionally, and in doing so, allowed me to schedule the arrangement which thenmade the deposit required. They did not send notification that a deposit was required, a due date for it or an explanation as to why.When in fact I called in to customer service the first 3 people I spoke with had no idea or explanation as to why the money was being required just that there was a deposit now required on my account.I had to repeatedly ask to speak with a supervisor and once I was on the line with one she hung up on me and did not call me back.I had to call back into the call center. I have received no call or message from anyone at APS in regards to this or any matter.

Regards,

Business

Response:

January 9, 2014 Revdex.com[redacted] Attn: [redacted] Re: Complaint ID No. [redacted] / [redacted] Dear Ms. [redacted]: I have received your most recent letter dated January 8, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond. As previously stated, APS may require a deposit if a customer becomes delinquent in the payment of two or more bills within a twelve month period as is the case with Ms. [redacted]. Ms. [redacted]’s most recent correspondence indicates she did not receive notification of the deposit which was mailed to her on December 10, 2013. Although APS is under no obligation to confirm the letter was received and in an effort to resolve Ms. [redacted]’s concerns, I am willing to refund the additional $400.00 deposit by applying it towards her current account balance if Ms. [redacted] is willing to enroll in the APS Surepay Program for a minimum of twelve consecutive months. The APS Surepay program allows the payment of her APS bill to be paid electronically from a checking or savings account each month. The payment will post to Ms. [redacted]’s APS account and will be submitted to her financial institution on the printed due date of each bill. Additionally, she will receive a discount of 0.48 cents on each monthly billing. Ms. [redacted] can obtain an application for the Surepay program by visiting aps.com and entering Surepay in the search box. Please be aware that if Ms. [redacted] decides to de-enroll from the Surepay program, or is removed due to a “returned check” prior to completion of twelve consecutive months, an additional deposit will then be required at that time. Again, thank you for the opportunity to address Ms. [redacted]’s concerns. If you have any questions please feel free to contact me directly at [redacted]. Sincerely, [redacted]APS Sr. Consumer Advocate Cc: [redacted]

Consumer

Response:

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

Regards,

We used to be with [redacted] and had a much better experience with them. APS website is not as easy to use, and the level of service has been much worse. Today a company called [redacted] or [redacted] showed up and started digging 6 foot deep holes in my neighbors yard, and made a horrible amount of noise at 8:30 am in the morning. The workers were all standing in my driveway (which is a liability risk for any homeowner). I went out and asked what they were doing, and the 'foreman" proceeded to tell me how they were on an easement and had every right to be doing this noisy messy work without anybody's permission. I became upset and told them to move their trucks; they blocked our driveway so we would be unable to get out in the event of a family emergency (we have small children). They said they work for APS, even though nobody had an APS logo on their shirt or trucks (all said [redacted]). I called APS to complain, and they sent someone to my front door presumably to apologize for the noise and the guys loitering on my property, but also to ask if I had the phone number for my neighbor so they could get in the back yard and dig some more. This is a truly horrible company, and if you are considering purchasing a home anywhere in the valley, I would make absolutely sure your property is services by [redacted]. If your property is unfortunate enough to be serviced by the APS mafia/monopoly, you are going to have an unhappy energy/residential home experience. I came a hairs breadth of calling the cops on these is for blocking my driveway. Remember [redacted] and APS: both thuggish and very unprofessional. Thank God for the 1st amendment so we can warn each other.

I'm appalled and inconvenienced by the recent installation of the way APS went about installing the “smart meter” at my residence. They left a notice that they planned “to exchange your meter with the next three (3) business days, including Saturday” that also stated “APS will make every effort to minimize any inconvenience”. They even included directions to “turn off computers, if possible”.

We cannot turn off the computers for 3 days!! We expected the installer to at minimum knock on our front door when they arrived so we could turn off the computers. THEY DID NOT!! We were home and in the midst of conducting financial transactions and other computer work. We lost data and time FOR NO GOOD REASON.

We were not the only ones that experienced this needless inconsiderate inconvenience. I’d love to have some small recognition of this blunder - even a token few dollars off our bill would be nice. However, we suspect that APS will ignore any complaints and continue their inconsiderate ways.

My Issues with APS actually started in August of 2012 when my bill jumped drastically. We are in Arizona so I wasn’t too upset since I know the summer months are brutal and not to mention more expensive, but I did a little investigation of what my charges actually were and was really surprised to see that out of a $175 bill the electricity that I used only added up to around $82 of it. So what are all these other fees? Customer account charge, which is the fee like a bank charges to own an account with the company, $7.38. (you have a charge for this even if you don’t use power at all) Delivery service charge $30.62 which is a fee to operate the systems that deliver power to you (ok I get that one). Environmental benefits surcharge, $6.91 is a fee that helps fund programs like renewable energy projects. (so we’re paying another tax to fund government research, but it’s a fee on our electric bill instead of an actual tax) System benefits charge $3.37 helps pay for low-income assistance, the programs used to educate customers, research and nuclear fuel disposal and power plant decommissioning programs (another tax pretty much). Metering, 5.77 a fee for providing and servicing the meter (shouldn’t that be with the other maintenance fees like the $30 for all the other equipment?). Meter reading $1.92 (I guess the people who read the meter need gas and stuff too). Federal Transmission and Ancillary service the cost to move high voltage electricity from generating facilities and other sources to the aps distribution lines (another tax on the power but federal instead of state… I thought we generated most of our own power?). I could go on, I haven’t listed all of the fees here that actually come on the bill but from my understanding most of these fees don’t actually have to do with a customer paying a power bill, and the beef I have is there’s no way to opt out of them either (if there is then the customer service providers at aps don’t seem to know about it). I got over the paying of fees that only pertained to me in a weird 3 way re-direct but this past month I got a notice that said I would have to put down a deposit of $275 immediately or my power would be shut off because I’ve been late on a few bills. I had been late on two of my bills, so I fit the requirement, but I had never heard of this requirement before, don’t they normally give notice? If I remember correctly people who have used aps in the past usually have the fee waved, which this time didn’t apply to me the only answer I got was policy change, but I did have the option for sure pay. If I did the sure pay for a year then I would have my deposit removed. So that’s what I did, after 12 months of scrambling to make sure I could pay the bills I got off of the plan, and six months later I’m now back to square one. But wait, I thought the fee was waved? Wrong they never told me that if you’re late on two payments you then have to put down a deposit. I was also told that over a month ago I was sent a letter addressing this issue; it arrived in the mail about a week ago. All in all I’m just really tire of being lied to by this company, and abused by the fact that they are the only choice I have for a service provider so it seems they take advantage of their customers whenever they can because they don’t have any real competition. If you have a policy then just say it up front, if I would have known about the penalties then I wouldn’t have bothered to make payment arrangements through the company, I would have borrowed money to avoid being nickeled and dimed to death. P.S. when I went to make the deposit payment they do not allow you to make it online so you have to charge by credit card over the phone to a 3rd party company which charged $5 for the phone call and $5 to charge by credit card.

APS wants to charge extra for having solar, even though they are talking about grandfathering anyone who already has solar! What is so unbelievable is that I pay the same fees I paid before....I pay for any electricity that I use....I have the cost of my solar to produce electricity....they only pay me 1/4 of the cost of the electricity I provide to the grid, which other customers get to use (they pay me $0.06 and charge me $0.24)...whatever I produce they don't have to so that saves them money.....where do they come up that solar users should owe them more!!!!

Review: For the second time in just over a year APS has disconnected our power without any prior written notification, electronic notification oe verbal notification.

They are claiming we owe a deposit when we have already paid two. Our bills have been ridiculously over priced.

They just recently had one of their technician come out and change out our meter claiming it was talking to their system, they said it hadn't been for months so they were guesstimating our bills, or just making up prices to charge us. A few months after replacing our meter they had someone out to replace the transformer that had been leaking oil for months if not longer. Nothing has been done by them to fix or rectify the issues of our bill that they made up or the over charges they have charged us due to that fact. Now they are claiming we owe another deposit they never informed us we owed to begin with. Unfortunately we have had APS since we moved into [redacted] in 2011. We paid a deposit upon moving in, in February of 2011.Desired Settlement: My desired outcome would be for them to restore the power to my home. I also want an outside company to do an audit of my homes electricity usage past, present and current, and in the event that we were overcharge over the last 3 years, I expect to have that amount refunded and/or credited to my account. We have no other options, other than to use APS. They are the only electric company that services the 1 square mile I reside in. If I had any other options I would have never used APS to begin with. They have horrible customer service. They do not notify you of changes to your account or your status.

Business

Response:

Dear Dispute Resolution Consultant: I have received your letter dated January 8, 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. 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 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. I have investigated Mr. [redacted] concerns and have found that the electric service was placed solely in [redacted] name at [redacted] in [redacted] on February 26, 2011. At the time of connect, Ms. [redacted] was required to pay a security deposit in the amount of $335.00. On November 5, 2013, a letter was mailed to Ms. [redacted] residence encouraging her to keep the account current in order to avoid the need for an additional security deposit as she had two or more delinquent payments on the account. Unfortunately, APS received another delinquent payment in December 2013. Therefore, a second letter was mailed to Ms. [redacted] residence on December 10, 2013 informing her that due to another delinquency on her account, an additional security deposit of $400.00 was required and due by December 24, 2013. Ms. [redacted] failed to pay the additional security deposit due so APS delivered a door hanger notice to her residence on December 26, 2013. The door hanger notice stated APS’s intent to disconnect service for non-payment if the deposit was not immediately paid. Unfortunately, no payment was received so APS disconnected the service for non-payment of the deposit on December 30, 2013. That same day, Ms. [redacted] called APS to reconnect the service and was advised that payment of her delinquent balance plus payment of the security deposit was required to reconnect theservice. However, APS offered to accept a partial payment of the delinquent balance to reconnect the service and establish a payment arrangement on the remaining delinquent balance. Ms. [redacted] paid the security deposit in full and a portion of the delinquent balance and agreed to establish a payment arrangement on the remaining balance due. APS then reconnected the electric service later that day. The following day, Ms. [redacted] filed a complaint at the Revdex.com (Revdex.com). In her correspondence to the Revdex.com, she indicated she did not receive notification of the deposit which was mailed to her on December 10, 2013. Although APS is under no obligation to confirm the letter was received, APS agreed to apply the additional security deposit of $400.00 towards her account balance under the condition Ms. [redacted] enroll in the APS Surepay Program for a minimum of twelve consecutive months. The APS Surepay program allows customers to have their payments automatically withdrawn from their checking or savings account each month. APS also communicated to Ms. [redacted] that if she decides to de-enroll from the Surepay Program, or is removed due to a “returned check” prior to completion of twelve consecutive months, an additional deposit will then be required at that time. Ms. [redacted] account had a returned check in May 2014 due to insufficient funds (NSF) and another returned check due to NSF in June 2014. Although Ms. [redacted] account had the two returned checks, an additional deposit was not required at that time. On October 6, 2014, Mr. [redacted] was added to Ms. [redacted] account as a joint account holder. On November 13, 2014, APS mailed Mr. [redacted] and Ms. [redacted] their November monthly bill of $680.07. The bill included a shut off notice. The notice advised them the delinquent balance of $390.34 needed to be paid by November 24, 2014 or the electricity would be disconnected for non-payment. On November 24, 2014, Mr. [redacted] and Ms. [redacted] established a payment arrangement to pay the delinquent balance of $396.80 on December 4, 2014. APS mailed an APS Credit Agreement letter to Mr. [redacted] and Ms. [redacted] residence on November 5, 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. Ms. [redacted] contacted APS on December 8, 2014 and requested to revise her payment arrangement to pay the delinquent balance on December 11, 2014. APS agreed to revise the payment, however, Ms. [redacted] failed to honor the payment arrangement and the service was disconnected for non-payment on December 15, 2014. Mr. [redacted] called APS to reconnect the service on December 16, 2014 and APS required the delinquent balance of $673.61 be paid along with an additional security deposit of $405.00. Mr. [redacted] stated he could not afford to pay the deposit so APS agreed to reconnect the service with payment of the delinquent balance and established a payment arrangement on the deposit to be paid on January 2, 2015. Mr. [redacted] paid the delinquent balance and APS reconnected the service that same day. APS mailed an APS Credit Agreement letter to Mr. [redacted] and Ms. [redacted] residence on December 18, 2014 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] and Ms. [redacted] failed to honor the payment arrangement and the service was disconnected for non-payment of the deposit on January 6, 2015. Mr. [redacted] contacted APS that same day to reconnect the service. APS agreed to reconnect the service without payment and established another payment arrangement on the deposit. APS mailed an APS Credit Agreement letter to Mr. [redacted] and Ms. [redacted] residence on January 7, 2015 confirming the deposit 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. In regards to Mr. [redacted] concerns related to the meter, my investigation found that the meter providing service to their residence stopped communicating on March 31, 2014 which prevented it from providing reads to APS. Therefore, APS exchanged the meter on April 9, 2014 to prevent future estimated meter readings. On April 7, 2014, APS mailed Mr. [redacted] and Ms. [redacted] their April monthly bill. The bill included 19 days of actual consumption and 10 days of estimated usage. The method APS used to calculate the energy was based on the actual consumption recorded by the automated meter prior to it failing. On May 5, 2014, APS mailed Mr. [redacted] and Ms. [redacted] their May monthly bill. The bill included 23 days of actual consumption and 6 days of estimated usage. The method APS used to calculate the energy was based on the per day usage from the new meter less 3.0%. I contacted Mr. [redacted] on January 14, 2015 and offered to discuss his concerns. Mr. [redacted] explained to me that he understands the need for a security deposit and requested to modify the payment arrangement to allow him additional time to pay. I agreed to revise the payment arrangement in the spirit of customer service. I also addressed Mr. [redacted] concerns regarding the two estimated bills he received. I advised him that he received partially estimated bills during the month of April and May 2014. I also advised Mr. [redacted] that I performed a rate comparison and confirmed they are on the most economical rate for their energy consumption. Lastly, I encouraged Mr. [redacted] to participate in APS’s Home Performance with Energy Star Program. This program helps customers determine the best ways to improve both the comfort and efficiency of their home by receiving a comprehensive whole-house assessment performed by a third party contractor. This program also educates the customer on how their home consumes energy. Mr. [redacted] stated he will consider participating in this program. 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, [redacted]APS Consumer Advocate Cc: [redacted]

Review: I am being billed for the address [redacted]. I do not reside at [redacted]. They sent the bill that is incorrectly being billed to me to a collection agency.Desired Settlement: I am billed with my rent payment. My power bill is paid along with my rent. The [redacted] bill is not me. This needs to be remedied, and a letter needs to be sent to the 3 credit bureaus showing I am not past due on my power bill

Business

Response:

I have received your letter dated October 7, 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 and found an individual by the name of [redacted] contacted APS on June 16, 2014 and requested to connect electric service in his name at [redacted] in Phoenix. APS performed a credit check and advised Mr. [redacted] a deposit was not required. APS connected electric service in Mr. [redacted]’s name on June 18, 2014 and the service remained on in his name until the previous customer advised APS the electric service was removed from his name in error. Therefore, APS placed the electric service back into the previous customer’s name and mailed Mr. [redacted] a final bill in the amount of $29.15. Unfortunately, the final bill was returned to APS from the post office. However, the final bill was paid in full on October 7, 2014. At APS, we do not wish to affect our customers’ good credit rating unjustly. I have contacted [redacted] and [redacted] and have asked them to update their records by removing the APS entry from Mr. [redacted]’s credit report. Please keep in mind it typically takes 60 to 90 days to reflect this change. In the meantime, Mr. [redacted] can use this letter as proof to all lenders the APS entry on his credit report is being removed. I called Mr. [redacted] on October 7, 2014 to discuss his concerns and left a message. If Mr. [redacted] has any questions he may contact me directly at ###-###-####. 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,[redacted]APS Rate & Regulatory Advisor

Review: On 8/10/2012, I sold a condo in Sun City. At that time I notified APS to discontinue electrical service to that condo. I talked with a representative who assured me it would be disconnected. Fast forward to the first week of January, 2014 - I received an electric bill for $22.08 for, the condo that I sold on 8/10/2012. I thought it probably was just an error, so I called the billing departtment and explained that I had sold the condo back in 2012. They informed me that I was still liable for the $22.08 even though I don't own it. The representative's name was [redacted]. My question is: Isn't the present owner responsible for this amount? Hasn't he been paying the electric billl or at least responsible for it? I could pay the $22.08 but what haappens 6 or 8 months down the road I receive another bill for the same property? I am confused as to why they are holding me responsible for electricity that was used almost 2 years after I sold the property. I have the paper work showing the sale of the property if you need it or any other information pertinent to this situation. Thanks for your help.Desired Settlement: Release me from the $22.08 and get their records straight so I am not harassed in the future.

Business

Response:

I have received your letter dated January 9, 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 regarding the Landlord Transfer of Service Agreement for the property address of [redacted]. APS records indicate APS received Mr. [redacted] completed Landlord Transfer of Service Agreement on October 10, 2007. The Landlord Transfer of Service Agreement is a legal contract established between the customer and APS which provides continuous service to the landlord between tenants without incurring a service establishment charge to the landlord. To alleviate any misunderstandings, APS includes the Landlord Transfer of Service Terms and Conditions on the Landlord Transfer of Service Agreement form. This includes notifying the customer that a request to cancel the Landlord Agreement must be done in writing and submitted to APS. The customer will continue to be billed for all electric services used at the property in accordance with the Landlord Transfer of Service Terms and Conditions until written notification is received. Unfortunately, APS does not have record of ever receiving Mr. [redacted] written request to cancel the Landlord Agreement. However, in the spirit of customer service I have removed the final balance of $27.83 from his account after reviewing documentation showing he has not owned the property since 2012. Additionally, I ensured the Landlord Agreement has been cancelled. I spoke with Mr. [redacted] on January 13, 2014 and I explained to him I was willing to remove the final balance from his account. This pleased Mr. [redacted].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 ([redacted]. Sincerely, [redacted]APS Consumer Advocate

Review: During September of 2014, APS transferred a billing amount of $345.40 from my former wife's home address account of [redacted] to my APS Account [redacted], under my home address of [redacted]. I have a finalized divorced degree dated 3/31/14 which removes my responsibility of her debt. I have talked to two APS representatives and escalated to a Manager. The Manager refused to remove the $345.40 from my account, after I offered to provide him with a copy of my divorce decree. This is an unfair billing practice, as these services of $345.40 were not provided to me or at my home address under Account [redacted]. I should not be responsible for these charges and I have a court document signed by a judge removing my responsibilities of my former wife's debt after 3/31/14. No one should be responsible for charges under a home account when the services were not provided at that house.Desired Settlement: I would like APS to remove or credit the $345.40 bill from my APS Account [redacted] and to pursue my former wife for services provided to her at her own home. I can provide the divorce decree as proof that I'm not responsible for this bill.

Business

Response:

I have received your letter dated October 4, 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.

As you know, APS is a regulated utility and as such, is bound by the rules and regulations approved by the [redacted]). 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.

My investigation found [redacted] and [redacted] jointly established electric service at [redacted] on February 9, 2013.

Company records indicate [redacted] contacted APS on September 27, 2013 and requested to establish additional electric service at [redacted]. The electric service was solely in Ms. [redacted]’s name from September 27, 2013 and remained in her name until Ms. [redacted] requested to disconnect service on July 28, 2014. Unfortunately, Ms. [redacted] left an outstanding balance in the amount of $345.40.

This balance was transferred to Mr. and Ms. [redacted]’s active account on September 2, 2014. In regards to APS transferring an outstanding balance, Section 4.2.2 under Billing and Collection of APS’s Service Schedule 1 states:

“If the Customer, as defined in A.A.C. R 14-2-201.9, has two or more services with Company and one or more of such services is terminated for any reason leaving an outstanding bill and the Customer is unwilling to make payment arrangements that are acceptable to Company, Company shall be entitled to transfer the balance due on the terminated service to any other active account of the Customer for the same class of service. The failure of the Customer to pay the active account shall result in the suspension or termination of service thereunder.”

Additionally, Section R14-2-201 of the Arizona Administrative Code under Definitions states:

“Customer.” The person or entity in whose name service is rendered, as evidenced by the signature on the application or contract for that service, or by the receipt and/or payment of bills regularly issued in his name regardless of the identity of the actual user of the service.”

Company records indicate Mr. [redacted] contacted APS on September 4, 2014 to inquire about Ms. [redacted]’s outstanding balance being transferred to their active account. APS explained to him that Ms. [redacted] is a joint account holder so they are both equally responsible for the outstanding bill. APS agreed to establish a payment arrangement with Mr. [redacted] on the outstanding balance to pay half of the balance on October 1, 2014 and the remaining balance on October 15, 2014. The October 1st installment was not received as agreed.

I contacted [redacted] on October 9, 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 ([redacted].

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 ([redacted].

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.

Attached is a Divorce Decree dated 3/31/14, removing my responsibility of all [redacted] current and future debt. [redacted] moved to her own place of residence located at [redacted], under her sole APS Account Number [redacted]. My place of residence is [redacted], which is tied to APS Account Number [redacted]. The amount of $345.40 was for services received at [redacted]. These services were also received after 3/31/14, due on or around 7/28/14. I did not receive these services at my place of residence under APS Account Number [redacted]. I should not be billed or held accountable for services not received, especially considering they were not delivered to my place of residence. I could understand being responsible if these services were delivered to my place of residence but this is not the case. I've provided a copy of the divorce decree to serve as a legal document removing me from responsibility of [redacted] debt. Ths divorce decree also awarded me the place of residence of [redacted] is not a joint owner of this place of residence, so her fees should not be transferred to my solely owned place of residence or account tied to it. I've had discussions with my former wife and she agrees that I should not be responsible for the $345.40 and is willing to make payment arrangements with APS. I would like APS to remove the $345.40 from my APS Account [redacted] which is stricly for services delivered to [redacted]. I have always been a faithful customer of APS and have always paid for services delivered to my place of residence. It is unfair and unethical for APS to pursue me for someone else's services that were delivered outside of my place of responsibility.

Regards,

Business

Response:

I have received your letter dated October 22, 2014 regarding the complaint from [redacted] and appreciate the opportunity to respond.

Although I have not had an opportunity to speak directly with Mr. [redacted], I mailed a letter to [redacted] encouraging her to contact me directly to discuss her outstanding balance in an attempt to resolve this matter.

[redacted] contacted me on October 28, 2014 and together we established a payment arrangement on her outstanding balance. Once the outstanding balance is paid in full, APS will separate [redacted] and Suzanne’s accounts to ensure this does not occur again going forward.

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