Arizona Public Service

November 10,
2015
 
 
 
RevDex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
 
 
Attn:   Dispute Resolution Consultant
 
Re:     Complaint...

ID No. [redacted] / Darion W[redacted]
 
 
Dear Sir or
Madam:
 
I have received
your letter dated November 4, 2015 regarding the concerns from Darion W[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. W[redacted]’s concerns and have found that he established electric
service at [redacted] in [redacted] on December
12, 2014. The service remained on in Mr. W[redacted]’s name until February 10, 2015
when the service was disconnected for non-payment and a final balance of
$266.86 was left on the account.
 
On February 11,
2015, Mr. W[redacted] called APS and stated he had moved out of the residence on
January 28, 2015. APS advised Mr. W[redacted] that he had not contacted APS to
request to disconnect the service. Therefore, the service remained in his name
until the account was disconnected on February 10, 2015 for non-payment. APS
further explained to him that there was a final balance owing of $266.86 on his
account. Mr. W[redacted] disputed the charges stating he had called APS on January 26, 2015 to disconnect the electric
service. APS advised him there was no record of his call. APS offered to establish
a payment arrangement with Mr. W[redacted] on his final balance. Mr. W[redacted] refused
and stated he would call APS back with proof that he had called APS and
requested his electric service to be disconnected in January 2015. Mr. W[redacted]
did not contact APSagain. The final balance remained unpaid and was reported to
the [redacted]s as such.
 
 
 
 
I attempted to
speak with Mr. W[redacted] on November 10, 2015 and he was not available. Therefore
and per his request in his complaint, I spoke with his aunt; Chantel B[redacted]. Ms.
B[redacted] questioned the validity of her nephew’s outstanding balance in the amount
of $266.86. I advised her that the charges were valid. I stated that APS had not
received a payment towards his account the entire time Mr. W[redacted] had service
in his name. She inquired if his [redacted] report would be updated once the outstanding
balance was paid in full. I advis her that his [redacted] report would be updated once
his account was paid in full. She then asked if the APS entry could be removed
from his [redacted] report entirely. During the process of me verifying this, the
call was disconnected. I called her back and left a message advising her that APS
would be willing to remove the APS entry from her nephew’s [redacted] reort once
the outstanding balance was paid in the spirit of customer service.
 
At APS, we do not wish to affect our
customers’ [redacted] rating unjustly and we do not wish to be punitive in our
[redacted] reporting.
 
Again, thank you for the opportunity to
address Mr. W[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
 
 
Cc:     Mr.
Darion W[redacted]

Dear
Sir or Madam:
 
I
have attached a copy of APS’s response to Alexis Patterson’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:
 
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]

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] ([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]) [redacted].
 
Sincerely,
[redacted]
APS Consumer Advocate

I'm unable to hear on the phone please let APS know if they want to contact me they need to email or text message me. I've told them this before over and over and over. Like I saidI've already contacted the [redacted] disability's department and filed a complaint over there as well. However, any communication must be thru email or text messaging only, thank you[redacted]

Dear Sir or Madam: I have received your letter dated July 14, 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 Mr. [redacted] established electric service solely in his name at [redacted]in Phoenix on September 27, 2014.On June 20, 2015, Mr. [redacted] called APS to verify his account balance and to provide APS permission to add [redacted] to his account as a joint account holder. APS documented his account with this information and advised him that Ms. [redacted] would need to contact APS and request to be added to his account.  APS received a call from Ms. [redacted] on June 22, 2015 requesting to be added to Mr. [redacted] APS account as a joint account holder. APS mailed Mr. [redacted] and Ms. [redacted] a letter on June 23, 2015 confirming that Ms. [redacted] was added to the account as a joint account holder. The letter explained to them that adding Ms. [redacted] to the account makes them both equally responsible for the total amount of the current and future APS bills.  APS performed an internal investigation and found that Ms. [redacted] owed an outstanding balance of $453.36 from a previous residence. Therefore, on June 29, 2015, APS mailed Mr. [redacted] and Ms. [redacted]’s a letter advising them Ms. [redacted]’s outstanding balance. The letter further explained that the outstanding balance of $453.36 had been transferred to their current APS account and would appear on the next bill. The letter encouraged the Mr. [redacted] and Ms. [redacted] to call if they had any questions or concerns.  APS received a call from Ms. [redacted] on July 13, 2015 to question the reason her  outstanding balance was transferred to the new account. APS explained to her that any unpaid balances are transferred to active accounts. Ms. [redacted] requested to establish a payment arrangement and APS agreed allowing her until November 2015 to pay the outstanding balance.   An APS Credit Agreement letter was mailed to Ms. [redacted]’s residence on July 14, 2015 confirming the payment arrangement.  I spoke with Ms. [redacted] on July 20, 2015 to discuss her concerns. Ms. [redacted] stated that she felt APS should have informed her upfront that she would have to pay her outstanding balance. She stated had she known she was still required to pay the outstanding balance of $$453.36, she would never had agreed to be added to Mr. [redacted] account. I explained to Ms. [redacted] that once she became an APS customer again, her information went through APS’s data base to determine if there are any outstanding balances. If a collectible outstanding balance is found, as in her case, APS mails the customer a letter informing them an outstanding balance has been found and is due for payment. I explained to Ms. [redacted] that I was happy to see that APS worked with her and established a payment arrangement on her outstanding balance. 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 AdvocateCc:     [redacted]

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].  [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]

I have received your most recent letter dated September 20, 2014 regarding the complaint for [redacted] and appreciate the opportunity to respond.
 
APS certainly understands the impact power outages have on our customers and their families. As one can imagine, power outages are an inconvenience to APS as well. While it is impossible to guarantee uninterrupted service to our customers. APS is continually evaluating our entire system by performing systematic patrols and making necessary improvements in order to prevent outages and provide our customers with the best quality service possible.  
 
Thank you for the opportunity to address Mr. [redacted]’s concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me directly at ([redacted].
 
Sincerely,
[redacted]
APS Consumer Advocate

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

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

September 1, 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 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 [redacted] concerns and have found that she and [redacted] jointly established electric service at [redacted] on September 26, 2014. [redacted] and [redacted] are enrolled in APS’s Autopay Program. Autopay is an online option for customer to have their payments automatically withdrawn from their checking or savings account each month. On July 21, 2015, APS mailed [redacted] and [redacted] their July monthly bill in the amount of $200.33 due on August 3, 2015. Therefore, an Autopay payment was automatically scheduled to be deducted from [redacted] and [redacted] bank account on August 3, 2015.   The scheduled Autopay payment of $200.33 was canceled per [redacted] and [redacted] request and a confirmation email was sent to them on July 22, 2015 confirming the cancelled payment. On August 5, 2015, [redacted] and [redacted] submitted an online request to cancel their service on August 10, 2015.APS disconnected the electric service for [redacted] and [redacted] on August 10, 2015 as requested. Additionally, APS mailed their final bill in the amount of $238.96 to the forwarding address of [redacted] in [redacted] on August 10, 2015.  On August 11, 2015, APS emailed [redacted] and [redacted] their final bill amount of $238.96 was ready to view and would be withdrawn from Autopay on August 21, 2015. APS also notified [redacted] and [redacted] that Autopay would be closed after the final payment is withdrawn. The email also notified the customers that any scheduled or pending payments prior to the removal from Autopay would still remain active. The notification suggested  they log into their online APS account to modify or delete any pending payments if needed. [redacted] called APS on August 25, 2015 to discuss her concerns regarding the final payment of $238.96 being withdrawn from her checking account. [redacted] stated she canceled the Autopay and the final payment should not have been withdrawn. APS explained to [redacted] that on August 11, 2015, APS notified her that the final payment would still be withdrawn from her checking account on August 21, 2015. [redacted] asked if APS could reverse the payment because it may overdraw her bank account. APS advised [redacted] since the payment has already posted to the account there is not an option to cancel or reverse the payment. I called [redacted] on August 31, 2015 to discuss her concerns and left a message. 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 [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:     Helen Morris

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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11735720, 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,
[redacted]

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

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.
The APS Agent that said she would contact me on Wednesday, October 2nd, to discuss this matter did not attempt to contact me as agreed.
I still do not [redacted]ept their explanation of "they've been billing me for the wrong unit for 3 years" and now they are going to back charge me for previous charges.  I've paid my bills, as sent, reflecting my address and have stayed current during all of this time.  As far as I'm concerned, I'm paid in full [redacted]ording to my billing and records.
I again request that APS discontinue this harassment over their own alleged errors.  This has now gone on for 90 minutes of my time to deal with their alleged error to which I will be billing for my time.  Continued time spent will be billed at my posted rate of $500/hr.
Regards,
[redacted]

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,
[redacted]
APS Consumer Advocate

Re:     Complaint ID No. [redacted] / [redacted]  Dear Sir or Madam: I have received your letter dated August 23, 2015 regarding the concerns from [redacted] and appreciate the opportunity to respond. At APS, we care about our customers and we value our relationship...

with them. Being able to resolve customer issues amicably is our goal and when any problem arises, we work hard to resolve it. I have investigated Ms. [redacted] concerns and have found that she established electric service at [redacted] in Chandler on September 19, 2013. The service remained on in Ms. [redacted] name until August 21, 2015 when a new applicant placed the electric service in their name. My investigation found that on August 6, 2015, APS mailed and emailed Ms. [redacted] her August monthly bill for the energy usage from July 8, 2015 through August 6, 2015. On August 21, 2015, APS issued Ms. [redacted] a final bill for the energy usage from August 6, 2015 through August 21, 2015. Ms. [redacted] spoke with APS on August 23, 2015 and stated that she was having difficulty cancelling her electric service on the APS website as it advised her that she did not have any active service to disconnect. Ms. [redacted] also stated that she called APS the day prior and was unable to speak with anyone due to a hold time of over 15 minutes. APS explained to Ms. [redacted] that the electric service was taken out of her name on August 21, 2015. Therefore, the APS website would not allow her to cancel the service as it had already been removed from her name. Additionally, her initial attempt to contact APS by telephone occurred after the electric service had already been taken out of her name.   Ms. [redacted] then advised APS that she vacated the property on [redacted] on July 10, 2015 and requested to be reimbursed for the energy usage billed to her after that date. APS declined Ms. [redacted] request and advised her that she is responsible for the energy usage through August 21, 2015 as she had not previously contacted APS to disconnect the service. Ms. [redacted] responded by stating she would file a complaint with the Revdex.com (Revdex.com). I called Ms. [redacted] on August 27, 2015 to discuss her concerns and left a message for her. At this time, she has not returned my call. I will be happy to discuss Ms. [redacted] concerns if she would like to contact me directly at (602) 250-2280. Again, thank you for the opportunity to address Ms. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at the telephone number listed above. Sincerely,   
[redacted]APS Consumer Advocate Sr.   Cc:     [redacted]

I have received...

your letter dated August 1, 2016 regarding the complaint from David [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 occurs, we work hard to resolve it. I have investigated Mr. [redacted]s concerns and have found that he had rooftop solar installed at his residence located at 15719 N. !65th Lane in Surprise in October 2015. My investigation found  that  from  November 2015 through June 2016, Mr. [redacted]s average electric bill was approximately $40.00 a month. Mr. [redacted] contacted APS on June 20,  2016 to inquire if there was a more beneficial rate available. APS originally determined that there was more beneficial rate based on his energy usage and applied a $35.11 credit to his account in the spirit of customer service as he was not already on this rate. Upon later determination, APS advised Mr. [redacted] the alternate rate would have not been more economical due to the increase in his summer energy usage as his rooftop solar system was no longer offsetting his usage from APS. Mr. [redacted] agreed to remain on the more economical rate. On July 18, 2016, APS mailed Mr. [redacted] his July monthly bill in the amount of $94.67. This bill increased as a result of an increase in his energy usage and a decrease in his excess generation. I spoke with Mr. [redacted] on August 4, 2016 and explained the increase in his July bill was the result of an increase in his energy consumption and that his rooftop solar was no longer offsetting his usage. Mr. [redacted] stated he was advised by his solar installer, [redacted], that his  rooftop solar was completely offsetting his energy usage. I explained to Mr. [redacted] this was incorrect as evident on his monthly electric bill and encouraged him to contact [redacted] to obtain a better explanation of the energy his  rooftop solar is generating. Mr. [redacted] stated his belief  the  meter readings obtained by  APS are incorrect. I assured him that APS is appropriately obtaining meter reads and that  the meter at his home appears to be capturing his energy usage accurately. Again, thank  your 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]

[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.]
Revdex.com:
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,
Danielle F[redacted]

October 2, 2015
 
 
 
RevDex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
 
 
 
Attn:   Dispute Resolution Consultant
 
Re:    ...

Complaint ID No. 10764190 / Marissa P[redacted]
 
 
Dear Sir or
Madam:
 
I have received
your letter dated October 26, 2015 regarding the complaint from Marissa P[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 Marissa P[redacted]’s concerns and have found that she established
electric service to her home located at [redacted] on July
24, 2014. On October 14, 2015, Ms. P[redacted] called APS and requested that James
M[redacted]s be added to her APS account as a joint account holder. APS also spoke
with Mr. M[redacted]s and obtained his verbal authorization to add his name to Ms.
P[redacted]’s account as a joint account holder.
 
APS performed an
internal investigation and found that Mr. M[redacted]s owed an outstanding balance of $589.14
from a previous residence. Therefore, APS mailed a letter to the residence on
October 17, 2015 advising Mr. M[redacted]s and Ms. P[redacted] of the outstanding balance
and that it would be transferred to their active APS account.
 
On October 22,
2015, Ms. P[redacted] contacted APS to discuss the letter she had received Ms.
P[redacted] stated to APS that she wanted to have Mr. M[redacted]s’ name removed from her
account as well as his outstanding balance. She explained to APS that he does
not live at her residence, but stays there sporadically. APS initially declined
Ms. P[redacted]’s request so she requested to escalate to a supervisor.
 
On October 26,
2015, the APS supervisor fully investigated Ms. P[redacted]’s concerns agreed to
remove Mr. M[redacted]s’ name from the account as well as his outstanding balance of
$589.14. APS explained to Ms. P[redacted] that she would no longer be held
responsible for his outstanding balance.
 
I called and
spoke with Ms. P[redacted] on October 28, 2015 regarding her concerns. She stated to
me that APS had been able to resolve her issues. I asked if there was anything
else that I could assist her with and she stated no and thanked me for following
up with her regarding her concerns.
 
Again, thank you
for the opportunity to address Ms. P[redacted]’s concerns. Should you have any
questions or if I may be of further assistance, please feel free to contact me
at [redacted]
 
Sincerely,
 
 
 
 
Traci D[redacted]
APS Consumer
Advocate
 
 
 
Cc:     Marissa P[redacted]