Arizona Public Service

Review: This company takes advantage of their customers more than I have ever seen in ANY other company. they know they are the Sole provider for electricity so they do things like charge you $25 for them to click the mouse button which takes a Ipproximately 10 seconds which equates to them charging $900 an hour for this service. even when there are extenuating circumstances they are never willing to help whatsoever, because they know you can't do anything about it. multiple times I have been misled by employees. today I asked the guy for his name and to be transferred to his supervisor and was in return hung up on. previously in a call I asked to speak to a supervisor but was just transferred to another employee in the same department who acted as if they were a manager and would try to defer the question when I asked if they were the manager and ultimately hung up on me because I realized they were not the manager. as far as the billing portion I would like to know how they are able to justify raising your bill Over 300% just on fees. they have so many fees which have no justification. for instance APS used to charge $25 to reconnect your services because they had to send somebody out to turn your power back on, now all the meters are electric so all they do is click a button to send a message yet it still cost the same amount as it did to physically send an employee out to do the job. they charge me to have an account, they charge me to bill me for my account, they actually charge me A fee For them charging me for service not to mention charging me for the same thing Twice just wording it different. this company is shady and uses backdoor tactics to charge their customers extra money and something needs to be done about itDesired Settlement: An investigation needs to be done to find out why this company is able to raise your bill over 300% just in Fees And they need to not take advantage of the fact that they are the only power supplier, which includes working with Customers on these excess fees when there are extenuating circumstances. these people are extremely greedy yet speak of their compassion and donations. maybe they should not spend $100,000+ on a light parade every year that ultimately the customers pay for. quite frankly these people are thieves

Business

Response:

APS's response has been submitted via email to: [email protected] and by U.S. mail. Due to the change in the application APS's response does not fit into the 2000 character

limit.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 the telephone

number listed above.

Sincerely, Traci D[redacted]APS Consumer Advocate

Business

Response:

aps

Review: I just moved into my apartment, and am required to pay a 200 dollar deposit. I set up payment arrangements with APS, and proceeded to make my first payment. I asked the gentleman when my next payment was due he told be February 17th. I get home from work Wednesday the 29th and my electric was shut off. I called APS and they advised me that I missed my scheduled payment. I told the guy that my payment wasn't due yet. He told me it was set up for January 21st, and since they hadn't received it yet that's why my electric was off. I asked him to pull the phone conversation, and listen to it. In the mean time they are charging me over 100 dollars to turn my power on that night. I have two small children of course I need my power on. He also told me that because I sounded so upset that I knew about the payment on the 21st and just refused to pay it! I lost over 150 dollars worth of groceries that night, and still didn't get my power turned back on until around 10PM. When I called back that same night a different rep told me that by looking at my account, I was correct in my payment dates. I don't appreciate the complete rudeness I received. [redacted] called me back today (the rude one) told me that they pulled the phone call, and I was told January 17th was my next payment date. I know for a fact that is incorrect, when I asked him if I could listen to the phone call he scrambled around. I am asking APS for a complete refund for the groceries I lost, and that fee of 100 dollars to be waived. I also want to know why I have a bill due every two weeks. I cant get answers from anyone, and when I call in no one can give me consistent information.Desired Settlement: I want a complete refund of the groceries I lost, and the same day fees to be waive. I also want a transcript of every phone conversation I've had, and also someone needs to explain to me why I have a bill due every two weeks.

Business

Response:

I have received your letter dated February 5, 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 Ms. [redacted] concerns and found she contacted APS in December 2013 and requested to connect electric service at her home in Phoenix. APS advised Ms. [redacted] that a deposit of $205.00 was required prior to connection of service. APS agreed to establish a payment arrangement with Ms. [redacted] to pay a portion of the deposit up front. Ms. [redacted] paid the first installment of $75.00 on December 30, 2014 and requested to connect the electric service on January 2, 2014. Unfortunately, payment of the next installment of $75.00 which was due on January 21, 2014 was not received. Therefore, Ms. [redacted] electric service was disconnected for non-payment of the deposit on January 29, 2014. APS agreed to establish a new payment arrangement on the deposit and reconnected the electric service that same day. APS reconnected the electric service that same day but failed to advise Ms. [redacted] that she would need to reset the main breaker. Therefore, APS agreed to credit her account the same day fee of $75.00 plus tax. That said, I spoke with Ms. [redacted] today and agreed to refund the deposit by applying it to her account with the condition the account remain current each month. APS may require a deposit in the future if the account becomes delinquent in the payment of two or more bills within a twelve month period. Again, thank you for the opportunity to address Ms. [redacted] concerns. If you have any questions or if I may be of further assistance, please feel free to contact me at ###-###-####. Sincerely,[redacted]APS Sr. Consumer Advocate