Arizona Public Service

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

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

September 17, 2015   Revdex.com[redacted]  Attn:  Dispute Resolution Consultant Re:     Complaint ID No. [redacted] / [redacted]  Dear Sir or Madam: I have received your letter dated August 24, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond. In an effort to assist Mr. [redacted] and discuss his concerns, I attempted to contact him on September 17, 2015 and left a message for him to return my call. At this time, he has not returned my call. I will be happy to discuss Mr. [redacted]’ concerns and possibly extend his current payment arrangement if he would like to contact me directly at [redacted] 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,   [redacted]APS Consumer Advocate   Cc:     [redacted]

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

October 2, 2015
RevDex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
Attn:  Dispute Resolution Consultant
Re:     Complaint ID No. [redacted]
Dear Sir or
Madam:
I have...

received
your letter dated September 28, 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 Mr. [redacted] concerns and found that he experienced a power
outage at his residence located at [redacted] on August
23, 2015. Mr. [redacted] power outage occurred at 6:01 AM and lasted for five
hours due to a vehicle hitting an APS transformer.
I
spoke with Mr. [redacted] on October 2, 2015 and advised him that APS is aware of the
work that needs to be performed to the transformer providing service to his
residence, including cleaning up the area around the transformer. I explained
to him that APS will complete this work as quickly as feasibly possible.
However, APS is a bit behind in performing this work due to the very active
monsoon season in recent months which caused significant damage to APS equipment.
I provided Mr. [redacted] my name and direct telephone number of [redacted]
should he have any further questions or concerns.
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 at the telephone number listed above.
Sincerely,
[redacted]
APS Consumer
Advocate
Cc:     [redacted]

October 1, 2015
 
 
 
RevDex.com
[redacted]
[redacted]
 
 
Attn:
Dispute Resolution Consultant
 
Re:
Complaint ID No. [redacted]...

[redacted]
 
 
Dear
Sir or Madam:
 
I
have received your letter dated September 25, 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 Mr. [redacted] concerns and have found that [redacted] and [redacted] jointly established electric service to
their home located at 1010 S. 31st Avenue in Phoenix on April 1,
2015. The service remained on in their name until the service was disconnected
for non-payment on September 21, 2015.
 
My
investigation found that on September 23, 2015, Mr. [redacted] called APS and
requested to establish service at the address referenced above. Based on prior
telephone conversations, APS advised Mr. [redacted] that APS had reason to believe
the previous customers were still residing at the property. Therefore, APS required the previous customer’s delinquent
balance be paid prior to connecting the
service at this address. Mr. [redacted] stated the prior customers had been evicted. APS advise Mr.
[redacted] that he would need to obtain a lease agreement from his Landlord and
provide a copy to APS.
 
Later
that day, Mr. [redacted] provided a lease agreement and his picture identification in the local APS office.
However, the lease agreement was dated with a begin date of October 1, 2015. APS
advised him that since he requested service
prior to the start date of his lease , the delinquent balance from the previous
customers would need to be paid . Mr. [redacted] became very upset and was escorted
from the APS Office by security.
 
I
called Mr. [redacted] on September 25, 2015 to discuss his concerns and left a
message for him. At this time, he has not returned my call. I will be happy to
discuss Mr. [redacted] concerns if he would like to contact me directly at [redacted]
 
I
continued to monitor Mr. [redacted] concerns and found that on September 28, 2015,
[redacted] paid the delinquent balance on her account. Per her
request, APS re-established the electric service in her name later that same day.
 
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 at the telephone number listed above.
 
Sincerely,
 
 
[redacted]
APS
Consumer Advocate
 
 
 
Cc:
Mr. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is my problem, APS thinks they are not liable for a failure of APS equipment that results in my family and I powerless during any high winds and storms.  It' a shame I don't have the option to change providers due to the failed service they provide at a premium price.
Regards,
[redacted]

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

Revdex.com:
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 and in the attached word document.
I have attached a word document in response to APS response, I will be calling them.  I have not had time to deal with this due to work matters.In the mean time, I have address their comments in the document attached and I will summarize below:APS in their response offered no resolution, no compromise to help our situation.  They have the ability to setup different payment arrangements and refuse.They have no interest in helping us directly, they keep pointing us to other companies that are willing to help people that make a particular income in whichwe do not fall within the guidelines.  We are asking "APS" to resolve this issue, not another company.  This is APS's unethical practice, not other decent companies.It is apparent by APS response that they are not willing to help their customers in any way, there was not one sentence in their response that was an attempt to resolvethis issue, and there was about 50% truth in the words typed as to what happened during the transaction which led to my complaint.

January 2, 2015    Revdex.com[redacted]Phoenix, AZ [redacted]   Re:     Complaint ID No. [redacted] / [redacted]  Dear Dispute Resolution Consultant: I have received your letter dated December 29, 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 spoke with Ms. [redacted] on January 2, 2015 and she explained to me that a gentleman by the name of [redacted] from “APS” would contact her by telephone requesting to speak with a [redacted]. Ms. [redacted] stated she found this frustrating as this individual would contact her prior to 8:00 AM at times. I asked Ms. [redacted] if this individual would provide any other information other than that he was calling on behalf of “APS”. Ms. [redacted] stated he would attempt to provide her a telephone number to contact him at but he would say the telephone number so quickly that she was unable to write it down. However, she stated she knows it was a toll free number that began with [redacted].  I advised Ms. [redacted] that I investigated her telephone number and found that it is not associated with any of our customers. Furthermore, I explained to her that APS does not have a toll free number that begins with [redacted]. Therefore, I stated my belief that the individual calling her is not affiliated with Arizona Public Service (APS) and may be with another company that utilizes the acronym “APS”. I encouraged Ms. [redacted] to ask additional questions should that individual contact her again to determine which company he is calling on behalf of.   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 ###-###-####. Sincerely,   [redacted]APS Consumer Advocate   Cc:     [redacted]

Dear Dispute Resolution Consultant: I have received your letter dated October 16, 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 have found that APS received a partial customer application to install a solar photovoltaic (PV) system at his residence on June 2, 2014. The remaining documents required as part of Mr. [redacted]’s customer application were received on August 20, 2014 and approved by APS on August 25, 2014. Typically, once a customer 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 and installers not begin installing the 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.     In addition to the customer application and interconnection application, APS requires other necessary documents including a city/county clearance and an installer checklist before an APS inspection can be performed on the customer’s PV system. As of October 20, 2014, APS has reviewed and approved all but one document. APS declined the installer checklist document as it was not completed correctly. APS notified Mr. [redacted]’s installer of the corrections required and as of today, the corrected installer checklist has not been received. I spoke with Mr. [redacted] on October 22, 2014 and advised him of the corrected document needed before APS can inspect his PV system and authorize it to become operational. Mr. [redacted] stated he will contact his solar installer and encourage them to submit the corrected installer checklist as soon as possible. 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   Cc:     [redacted]

October 8, 2015 RevDex.com
[redacted]
Attn:
Dispute Resolution Consultant
Re:
Complaint ID No. [redacted] / Khiry T[redacted]
Dear
Sir or Madam:
I
have received your letter dated October 2, 2015 regarding the...

concerns from
Khiry T[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 a security deposit to connect service in their name. 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. T[redacted]’s concerns and have found that he called APS on April
4, 2015 and requested to establish electric service at [redacted] APS required a security deposit of $160.00 be paid to
establish the service. Mr. T[redacted] never paid the security deposit so his
request for service was  not completed. A
new customer  established the service at
this address in their name on May 9, 2015. Erroneously, APS billed  Mr. T[redacted] a Service Establishment  Charge of $27.73 during the process of placing
the service in the new customer’s name. My investigation found that Mr. T[redacted]
has not contacted APS to question the Service Establishment Charge prior to
contacting the Revdex.com (Revdex.com).
I called Mr.
T[redacted] on October 5, 2015 to discuss his concerns and left a message for him.
At this time, he has not returned my call. Although I have not yet spoken with
Mr. T[redacted], I have removed the Service Establishment Charge that was assessed
in error. I will be happy to discuss his concerns if he would like to contact
me at ###-###-####.
Again, thank you
for the opportunity to address Mr. T[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,
Traci D[redacted]
APS
Consumer AdvocateCc:
Mr. Khiry T[redacted]

November 4, 2015
RevDex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
Re: Complaint ID
No. [redacted] / [redacted]
Dear Sir or
Madam:
I have received
your letter dated November 2, 2015 regarding the complaint from [redacted]
and appreciate the opportunity to respond.
As a result of
my original response to Mr. [redacted] complaint, I received correspondence
directly from him via the US Postal Service. Therefore and per his request, I
will communicate directly with him in writing to further address his concerns.
Thank you for
the opportunity to address Mr. [redacted] concerns.
Sincerely,
[redacted]
APS Consumer
Advocate
Cc:     [redacted]
[redacted]

I have returned the call from Ms. D[redacted] on 4/13/2016. Unfortunately, while speaking to her on my lunch break, I was interrupted with a work call and told her I would return her call. I did return the call...

shortly thereafter, however, was forced to leave a message as no one answered. I left my name and phone number in the message, and also explained that unless APS was willing to refund the charge above my normal bill, I would not want to be bothered with explanations. I did not receive a call back from Ms. D[redacted] as of the close of business on 4/13/16, and have not received any refund as of that time.

Please see attached. Attn:   Conciliation & Engagement SpecialistRe:     Complaint ID No. [redacted] Toni H[redacted]Dear Sir or Madam:I have  received  your  letter  dated August 1, 2016  regarding  the  concerns from...

 Toni H[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. H[redacted]'s  concerns  regarding the  power outage  she experienced at her residence located at [redacted]  [redacted] and found the outage began on July 29, 2016 at approximately  9:00pm. The power outage was caused by a powerful monsoon storm that caused significant damage to  APS's infrastructure throughout the  West Valley, particularly in  the Buckeye 
area. ·At the height of the storm,approximately 26,000 customers were without power as the storm caused damage to over 155 power poles.It was certainly  APS's intention to restore service to the impacted customers as quickly
and as safely  as possible. In order to restore service to  Ms. H[redacted] and  her surrounding  neighbors, APS had to replace a broken power pole that had a transformer installed on it with a new steel pole and new  wires. APS completed this work andrestored  the service to Ms. H[redacted] and her neighbors on July 31, 2016 at 4:35am.I called Ms. H[redacted] on August 5, 2016 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 directly at [redacted]  [redacted].Again, thank you for the opportunity  to address Ms. H[redacted]'s concerns. Should you have any questions or if I may be of further assistance, please feel free to contactme at the telephone  number listed above. Sincerly,Elizabeth M[redacted]

Dear Sir or Madam, 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 directly at
the telephone number listed above.Sincerely,Traci D[redacted] APS Consumer...

Advocate

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

Sr.
[redacted]  August 22, 2016RevDex.com1010 E. MissouriAvenuePhoenix, AZ 85014Attn:    Dispute Resolution ConsultantRe:     Complaint  ID No. [redacted] Shayla C[redacted]Dear Sir or Madam:I have received your letter  dated  August 15, 2016 regarding  the concerns from  ShaylaC[redacted] and appreciate  the opportunity to respond.At APS, we care about  our  customers  and we value  our relationship  with  them.  Being ableto 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 security deposit guidelines, which are uniform  and fair to all customers.  These regulations state that  APSmay  require  a customer  to establish or re-establish 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.I have investigated Shayla C[redacted]'s concerns and have found that she established electric service to her home located at [redacted] March 28, 2016. My investigation found that in June 2016, Ms. C[redacted] had two late payments  in the previous three months.  Therefore, on June 22, 2016 APS mailed a security deposit warning letter to Ms. C[redacted]'s residence. The letter advised her that her account had two or more delinquencies and if another occurred then she would be
subject to pay a security  deposit. Unfortunately, APS received another delinquent
payment  on the account in July 2016. As such, a letter was mailed to Ms. C[redacted]'s
residence on July 22, 2016 informing him that due to another delinquency on his account, a security deposit of $820.00 was required  and due on August 5, 2016.No response or payment was received towards the security deposit so APS delivered a
door hanger notice to Ms. C[redacted]'s residence  on August 8, 2016. The door hanger stated APS's intent  to disconnect the service if a payment was not immediately made.Once again, no response or deposit payment was received so APS disconnected  the service for non-payment on August 10, 2016.Ms. C[redacted]  called  APS on August  10,  2016  to  question why her electricity had been disconnected and APS advised her it was due to non-payment of the  security  deposit. Prior to the service being disconnected for non-payment of the security deposit,  Ms. C[redacted]  had  participated in APS's Equalizer Program.  The Equalizer Program allows customers  to pay about  the same amount   each month.   The monthly payment is typically based on the average of the previous 12 electric bills, plus or minus any amortized  amount.  Ms. C[redacted]'s  Equalizer payment was $199.00 a month which was significantly lower than her actual energy usage. Therefore as of August10, 2016, Ms. C[redacted]'s debit Equalizer balance was $1,526.75 which meant  she consumed  $1,526.75
of electricity that had not yet been paid for.It is APS's practice  to remove  an account  from  the EqualizerProgram once an account has been disconnected for non-payment and require the debit Equalizer balance be paid to reconnect the service.  However, in the spirit of customer service  APS agreed to reconnect the service with a partial payment of $175.00 towards the security deposit and allow  Ms.  C[redacted]  until September   10,  2016  to  pay  the  remaining   deposit  of $580.00.  Additionally, APS agreed to re-enroll Ms. C[redacted] into  the  Equalizer  Programand transfer the  balance of $1,526.75 towards the debit Equalizer balance again. However,  Ms. C[redacted]'s  Equalizer  payment  would be increased to $506.00 a month to reflect a payment closer to the average monthly bill and to begin paying down the debit Equalizer balance. APS then reconnected the service that same day.I spoke with Ms. C[redacted] on August 19, 2016 and she explained to me her frustration of
the  process she went through in having   the electricity reconnected after it was disconnected  for non-payment of the security deposit. She stated she has since learned that  if she enrolled in APS's Energy Support Program, the remaining security deposit requirement could be waived.The APS Energy Support  Program allows customers who meet income requirements up to a 65%  discount on their monthly electric  bill.  Additionally, this program allows the security deposit requirement to be waived for these customers.  Ms.C[redacted]  indicated
she had not yet received the application for this program by mail so I directed her on how to obtain the application via the APS's website.  I encouraged her to submit this application as soon as possible and I offered to apply the deposit payment recently made of  $175.00 towards her account once APS has received and approved her application to participate in the program.  Ms. C[redacted] was appreciative of my offer and the information I provided. She stated she will submit this application to APS as soon as possible.Again,  thank  you  for  the  opportunity to  address  Ms. C[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]  [redacted]. Elizabeth M[redacted]APS Consumer AdvocateSr.

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

November 4, 2015
RevDex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
Attn:  Dispute Resolution Consultant
Re:     Complaint ID No. [redacted] / [redacted]
Dear Sir or
Madam:
I have received
your letter dated October 28, 2015 regarding the concerns from [redacted] and
appreciate the opportunity to respond.
As mentioned in
my first response, APS
is aware of the work that needs to be performed to the transformer providing
service to his residence, including cleaning up the area around the
transformer. APS was a bit behind in performing this work due to the very
active monsoon season in recent months which caused significant damage to APS
equipment.
In effort to assist Mr. [redacted] and provide him
an update on his concerns, I called him and left a message on November 3, 2015.
My message stated that APS will complete the work to the transformer providing
service to his residence, including cleaning up the area around the transformer
by next week.
I will be happy
to discuss Mr. [redacted] concerns if he would like to contact me directly at (602)
250-2280 should he have any further questions or concerns.
Thank
you for the opportunity to address Mr. [redacted] concerns.
Sincerely,
[redacted]
APS Consumer
Advocate
Cc:     [redacted]

[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.]
Better Business...

Bureau:
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,
Phillip P[redacted]