Arizona Public Service

January 9, 2014 Revdex.com[redacted]

[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]

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]

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 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.

What APS responds is essentially true.

 Their response, however, does not address my complaint.

        

I have not had a Smart meter put on my house.  APS was good about honoring

that request.  Their comment about the AZCC is irrelevant to my request*

-- and only has to do with how they hope to penalize me at a later date by

charging a fee, for my having refused to have a Smart Meter put on my house.

         

* FYI re the AZCC request by APS:  my

current electric bill averages about $15.00 a month.  As is obvious, I am very careful in my electric usage.  Their proposed $30./ penalty for my

keeping a non injurious meter on my house, would more than double my current

bill.  I am a senior on a very

limited budget.  It is

inappropriate for them to wage war on seniors who are barely able to subsist

financially right now as it is.

Not to mention all my travel to Phoenix for doctors (Monday will be visit # 3),

extra associated fees, lost work, housing for while I must stay in the Phoenix area

after my surgery.  I could go on

and on.  This is plain wrong and

something needs to be done about it.

My complaint is related to the multiple illnesses in my body, the genetic

modification I have seen in the eggs on my property and the genetic aberration

in broccoli flowers on my property

since my home was surrounded by Smart Meters.  My bees are in a state

of disaster.  

 

These meters are not compatible with life -- mine or anyone else's.

 

My complaint is that APS has made my property

unlivable for me.  This coming Monday I have to go to Phoenix for

retinal surgery -- the tear and detachment happened 5-6 hours after the meters

were installed around my home.  The laser repair that was done April 11 (two

days after the meters went in) has not held.  No surprise.  I am not

living in an environment conducive to healing since the meters were put in -- my

erstwhile very healthy home and property which I have permacultured and cared

for diligently. Three are few places in town any more that are safe for me to

go.  

 

I did leave town week three and four after the meters were put in to a place

where there were no microwave radiating meters -- and all my symptoms,

including the horrible headaches and constant pounding in my head, the UTI

contracted shortly after the meters, the interrupted sleep, the incontinence --

all went into remission -- until I returned to Sedona.  Within 12 hours of

my return the dizziness and nausea were there and the other symptoms, plus new

symptoms followed suit.

 I now need surgery -- but have no place to heal from the surgery. This is no fun

and certainly does not demonstrate APS’s stated desire of care, and value, and

desire to resolve the problem:  “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.”

 The health (rather I should say illness) effects of microwave radiation have been

known since the 1970's and well documented.  There is no way APS can

legally claim ignorance.

 

Thank you Revdex.com for your prompt attention to this matter.  It is far from resolved.

 

         Sincerely,

October 2, 2015

size="3">

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,

APS Consumer

Advocate

Cc:     [redacted]

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]

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

In response to Traci Dean on APS's behalf I want to straighten a few facts out. 
First: I did give APS permission to allow [redacted] to make dicisions on my account. I did not accept any responsibility for her personal debts. I wanted her to be able to make decisions for me when or if I was out of town on bills or services.
Second: The letter I received threatening me of shutting my services off was just that. Pay someone elses bills or we will make you and your kids suffer (threat). APS did shut the power off and ruined all of my refrigerator foods (merry christmas).
Third: When I called to have my power restored (never been late on any bills ever) APS forced me to agree to pay [redacted]'s bill or they would not turn my power on. They said multiple times that they did not care about me and my family that they wanted paid. So I was forced to agree to a payment plan.
Fourth: They sent me MY bill on Thursday the 7th of January (postmarked) along with a payment plan for Christina's bill. I received it on Monday the 11th (the due date) when I got home from being out of town. I paid the bill Tuesday the 12th online (both payments) only to come home to a house with no power AGAIN. At this point I called them up again and was told that they wanted the full amount or my power would not be restored. They claimed that I was late and all deals were off. They made me pay [redacted] and her husband James's electric bill in full $1240.00...
Fifth: When Traci D[redacted] from APS called me (January 4th) she told me that I had to give her a bunch of information on [redacted] or they would turn my power off. She wanted her address, lease information, etc... She also wanted my lease information and wanted it all the next day? [redacted] is not employed by me anymore and she doesnt respond to me either so how and why am I responsible for APS's lack of investigations from their past customers? Traci acts like I have control of [redacted] when I do not. I gave them her phone number which was all that I had and [redacted] gave them her address but APS would not work with her on payments. So from what I got out of it was that since I knew [redacted] I am responsible for her bills and they forced me to pay it.
APS's practices are crooked and I plan to make sure that they pay for their actions. I am not responsible for other peoples responsibilities just as no one is responsible for mine. APS caused me and my family physical and mental anguish and its going to be spread to all to hear and know. After the Attorney General finishes up their investigation and my lawyer blows this up I hope the newspapers prints this on the front page.

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

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. As you know, APS is a regulated utility and is bound by the rules and regulations set forth by the [redacted] ([redacted]). Through these rules and regulations, we have established security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a 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 Mr. [redacted]’s concerns and have found that he established electric service at [redacted] on June 10, 2014. On September 23, 2014, a letter was mailed to Mr. [redacted]’s residence encouraging him to keep the APS account current in order to avoid the need for a security deposit as he had two delinquent payments in the previous four months. Unfortunately, APS received another delinquent payment in January 2014. Therefore, a letter was mailed on January 27, 2015 informing Mr. [redacted] that due to another delinquency on his account, a security deposit of $430.00 was required and due on February 10, 2015. Mr. [redacted] failed to pay the security deposit so APS delivered a door hanger notice to the residence on February 13, 2015. The door hanger stated APS’s intent to disconnect the service for non-payment if the security deposit was not immediately paid. Once again, no response or payment was received so APS disconnected the service for non-payment of the security deposit on February 17, 2015. Later that day, Mr. [redacted] paid the security deposit of $430.00 to reconnect the service. APS reconnected the service to Mr. [redacted]’s residence that same day.I called Mr. [redacted] on February 20, 2015 and offered to discuss his concerns. Mr. [redacted] stated that he did not want to speak with me and disconnected the call. 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

I have received your letter dated September 12, 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 regarding the power outages he has experienced at his home located at [redacted] in the previous two months. I found that all of the power outages Mr. [redacted] experienced in the past two months were due to inclement weather such as storms. APS makes every effort to provide continuous electrical service to our customers. However, it is not always possible as elements beyond our control have a direct relationship in affecting electrical service.

 

While APS realizes the inconvenience our customers endure during power outages, APS’s approved rules and regulations, known as Service Schedule 1, Terms and Conditions for Standard Offer and Direct Access Services Section 5.3.1 states, “Company shall not be liable to the Customer for any damages occasioned by Load Serving ESP’s equipment or failure to perform, fluctuations, interruptions or curtailment of electric service, except where due to Company’s willful misconduct or gross negligence.”

 

I called Mr. [redacted] on September 19, 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 directly at (602) 250-2280.

 

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

 

Sincerely

APS Consumer Advocate

April 24, 2014  Revdex.com[redacted]

[redacted] Attn:  [redacted] Re:     Complaint ID No. [redacted] / [redacted] Dear Ms. [redacted]: I have...

received your letter dated April 18, 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 is bound by the rules and regulations set forth by the [redacted] ([redacted]). Through these rules and regulations, we have established deposit guidelines which are uniform and fair to all customers. These rules state that all non-residential applicants will be required to place a deposit to secure payment of bills and the deposits will be held for a minimum of 24 months. My investigation found that [redacted] established electric service in her name as a sole proprietorship at [redacted] in [redacted] on January 31, 2012. APS required a security deposit of $250.00.The following month, Ms. [redacted] established additional electric service at [redacted] on February 16, 2012 and at [redacted] on February 22, 2012. APS required a security deposit of $245.00 for the laundry room and a reduced deposit of $110.00 for [redacted] because these units were going to be connected for a short period of time. The total deposit on file with APS was $605.00.Company records indicate on March 1, 2012, APS applied $110.00 from Ms. [redacted]’s security deposit towards her account because she requested [redacted] be disconnected. However, Ms. [redacted] later requested to reestablish electric service to [redacted] on March 9, 2012 so APS required a security deposit of $200.00 which was later applied to her [redacted]ount on June 1, 2012. The remaining deposit was applied towards Ms. [redacted]’s account on September 10, 2013. Therefore, Ms. [redacted] currently does not have any deposit on file under her sole proprietorship’s name.Furthermore, my investigation found Ms. [redacted] requested electric service in the entity name of [redacted] in [redacted] on February 19, 2013. Ms. [redacted] is a Managing Member of [redacted]. Ms. [redacted] established a landlord agreement for the house panel and eighteen units. Therefore, APS required a reduced security deposit of $945.00. Company records indicate on November 13, 2013, APS applied $630.00 from [redacted]’s security deposit towards their account, leaving a remaining deposit on file of $315.00.I contacted [redacted] on April 23, 2014 and offered to discuss her concerns. However, Ms. [redacted] indicated she was in a meeting and will have to return my call at a later time. I provided Ms. [redacted] my contact information to reach me directly. 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 Consumer Advocate Cc:     [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]

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 did speak with someone from APS who provided the same level of explanation of APA policies I'd received prior to my complaint. She did not address my request for a refund of the deposit and reconnection fees nor offer additional insight on how best to proceed. I am in no better position now than when I began. I don't see how a resolution was achieved.

Regards,

I have received your letter dated September 19, 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 he established electric service to his property located at [redacted] on November 22, 2011. In August 2014, APS inspected the meter providing service to Mr. [redacted]’s property and a neighboring property. APS found the meter providing service to Mr. [redacted]’s property was truly providing service to the neighboring property and vice versa. Therefore, APS made the appropriate adjustments and notified the appropriate department within APS to correct Mr. [redacted]’s and the neighboring property’s billing.

 

On September 11, 2014, APS completed the corrections to Mr. [redacted]’s billing. Although the switched meters had occurred from the time Mr. [redacted] established service, APS only corrected his billing for the prior 12 months as a courtesy to Mr. [redacted]. This correction resulted in additional charges to Mr. [redacted] in the amount of $890.03. Additionally, APS has placed a collection hold on the [redacted]ount allowing Mr. [redacted] until September 29, 2015 to pay the rebilled charges.

 

I contacted Mr. [redacted] on September 25, 2014 to discuss his concerns and he requested I contact him again on October 1, 2014 as that is when he returns home from out of town. I will be happy to contact Mr. [redacted] again on October 1, 2014 to discuss his concerns.

 

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,

 

APS Consumer Advocate

I have received your most recent letter dated October 7, 2014 regarding the complaint for [redacted] and appreciate the opportunity to respond.

 

As you may know, APS is a regulated utility and is bound by the rules approved by the [redacted] ([redacted]). These rules, known as Service Schedule 1 “Terms and Conditions for Standard Offer and Direct access Services” state that when an error is found to exist in the billing rendered to the customer, APS may correct the error and recover or refund the difference between the original billing and the correct billing. In accordance with this rule, APS corrected an error which caused Mr. [redacted] to receive bills for energy consumption recorded by a neighboring meter in August 2014 and issued him a corrected bill on September 11, 2014. The corrected bill included rebilled charges from August 2013 through August 2014 and resulted in additional charges totaling $890.03.

 

APS understands the inconvenience a customer endures when receiving a corrected bill such as Mr. [redacted] has and therefore, APS provides customers an equal length of time (number of months) to pay the rebilled charges. Although the error in Mr. [redacted]’s billing began at the time he established the service in November 2011, APS only corrected his billing for the prior 12 months and is providing him 12 months to pay the rebilled charges. APS has placed a collection hold on Mr. [redacted]’s account allowing him until September 29, 2015 to pay the balance of $890.03.

 

At Mr. [redacted]’s request, I contacted him twice on October 1, 2014 to discuss his concerns and each time I received a fax tone. Therefore, I was unable to speak with him or leave a message. I successfully contacted Mr. [redacted] on October 13, 2014 and discussed his concerns. Mr. [redacted] requested APS honor the original bills sent to him and not hold him responsible for the rebilled charges. He stated his belief that because the original bills listed his name and the correct address on them that APS cannot revise these bills due to an APS error. I attempted to explain to Mr. [redacted] that APS can make corrections to bills when an error is discovered. APS has an obligation to bill a customer for their actual energy consumption, including correctly billing a customer for their actual consumption when an error is found that caused them not to receive a bill for their actual energy consumption. 

                

Thank you again 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,

 

APS Consumer Advocate

I have received your letter dated July 31, 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]’s concerns and found that she established electric service to her residence located at [redacted] on July 10, 2014. On July 24, 2014, APS mailed Ms. [redacted] her first electric bill in the amount of $68.31. The bill included a Service Establishment Charge of $27.86 and cost of electricity charges (including taxes) totaling $40.45 for 12 days of energy consumption.

 

Ms. [redacted] called APS on July 30, 2014 to question the amount of the bill and discuss the charges listed on the bill. APS provided Ms. [redacted] an explanation of the bill and provided her energy efficiency tips in an effort to assist Ms. [redacted] in reducing her energy consumption and thereby, reducing the electric bill. For example, Ms. [redacted] indicated she sets her thermostat for the air conditioning unit to 75 degrees when she is home and raises it to 80 degrees when she is not home. APS recommended Ms. [redacted] set the thermostat between 78 to 80 degrees when home and raise it by four to five degrees when she is not home.

 

I called Ms. [redacted] on August 6, 2014 to discuss her concerns and left a message. I will be happy to discuss Ms. [redacted]’s concerns if she would like to contact me directly at ([redacted]) [redacted].

 

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 at the telephone number listed above.

 

Sincerely,

Consumer Advocate

August 15, 2014  Revdex.com[redacted]  Attn:  [redacted] Re:     Complaint ID No. [redacted]  Dear [redacted]...

[redacted]: I have received your letter dated August 8, 2014 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 regarding the activation of his solar photovoltaic (PV) system. My investigation found that APS received a reservation application to install a PV system at [redacted] residence on July 31, 2014. Typically, it takes approximately two weeks for APS to review the reservation application which includes multiple documents for approval. APS approved [redacted] reservation application on August 12, 2014. Upon approval, it can take up to two weeks for APS to perform an inspection of a PV system; though APS works hard to perform these prior to the two week timeframe if possible. A customer’s PV system may be activated once it has passed the APS inspection. I spoke with [redacted] on August 15, 2014 and advised him of the approval of his reservation application. I explained to [redacted] that APS expects to perform the inspection of his PV system by August 22, 2014 which is within three weeks from the time his reservation application was received. [redacted] was pleased to hear his system will be inspected by APS sooner than he thought. However, ideally he would like to have had all parties work together so that the municipality and APS could have performed their inspections at the same time. I advised [redacted] that APS shares the same goal and works hard to build strong relationships with solar installers and municipalities to create a partnership among the parties.  APS encourages customers and solar installers to submit the reservation application prior to installing the PV system at a property. This is in an effort to prevent installers having to make changes to an already installed PV system and it expedites the process for all parties involved.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 directly at [redacted]. Sincerely,   [redacted]APS Consumer Advocate   Cc:     [redacted]

You guys know what. We are real people with real issues. What I get from APS is that if you screw up one time, they will help you, but after that, they can't offer you anything for a year because apparently with APS, life should only happen once a year. They know you need electric service and they play on that. Anytime I've made arrangements, I've paid them. I called and spoke to 2 supervisors and they weren't willing to do anything. It's ridiculous and the next time I move, I will be going where I can receive energy from another company who is willing to help their paying customers out during times of need.

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

June 23, 2015   Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585  Attn:  Dispute Resolution Consultant Re:     Complaint ID No. [redacted] / [redacted]  Dear...

Sir or Madam: I have received your letter dated June 18, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond. At [redacted], 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 on June 13, 2015, two payments of $175.00 each were submitted via the [redacted] website towards Mr. [redacted] account. As June 13, 2015 was a Saturday, the two payments posted to Mr. [redacted] account on Monday the 15th.  On June 17, 2015, Mr. [redacted] daughter contacted [redacted] and stated she was calling on behalf of her father due to the duplicate payment that was debited from their bank account. Mr. [redacted] daughter requested [redacted] electronically refund the additional payment of $175.00 directly into their bank account. [redacted] did not provide her any of her father’s account information as she is not listed on the [redacted] account as a joint account holder. However, [redacted] advised her that an electronic refund could not be made but that a refund check could be issued and mailed to her father. Mr. [redacted] daughter responded by stating she will contact their bank and have them not authorize the second payment. On June 22, 2015, [redacted] received a notification from Mr. [redacted] financial institution stating that the bank did not authorize one of the payments in the amount of $175.00. I called Mr. [redacted] on June 23, 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 his concerns if he would like to contact me at ###-###-####. 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]