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SRP Reviews (89)

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User Reviewer11125635 time Jan 28, 2019

Consumer Affairs has been in contact with the customer and SRP will write off the disputed amount. Consumer Affairs' investigation of issue shows error in billing on SRP's part, so customer not responsible. Also, customer credit not in jeopardy, as SRP had not yet sent this to any
outside credit agency. Thank youSRP Consumer Affairs


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User Reviewer5582779

[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,
[redacted]


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User Reviewer7716287

[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,
[redacted]


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User Reviewer8472860

Consumer Affairs has been in contact with the customer and verified the payment in question was made on time through [redacted], a third party payment vendor. Therefore Consumer Affairs issued refund of $209.81. Thank you!


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User AngryAmerican

The only reason why they get even one star is because I have to give it at least one star to post the review worst customer service ever after several hours attempting to exchange old Empire box for New Empire box I finally got it they told me everything's done over the phone but they cannot hand me a m power box through the phone I told them this they got rude with me I finally got it several hours later standing around there at the her name is Michelle


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User AngryAmerican

SRP Tolleson location worst customer service of any company in any City in any state in the United States horrible I was there for hours exchanging my mpower box for a new one they told me it was in a mailbox out front which anybody can get to it was not in that mailbox told me going to this little room no human contact no customer service just a room with locked doors no mpower box to be found but there is a phone I got on the phone automatically called customer service and Tempe for SRP she said why didn't you call when you got here we did call over and over again to no avail she got mouthy with me and got very disrespectful other employees walk around outside in the parking lot finaly got the power box hours later the womans name is michel verry rood


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User Reviewer2111837

There is no $32.18 debt with SRP. All charges were paid in March 2015.


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User Reviewer2111873

[redacted]  [redacted]

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,


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User A. L.

I have had six power outages in the last three weeks. I am currently experiencing one that is intended to last at least 6 hours. We have already experienced two that lasted at least 12 hours. It is the hottest part of the summer and my frustration is due to their lack of communication. I am signed up for email and text notifications. I am not receiving either. They said that they would call when it is resolved, but I didn't receive a call the first time they said that. Now my power is out again and the only reason that I know this is because my neighbor informed me. I have a pet in the house and he could have been left in the heat without any warning. It is a very frustrating situation, but when you do everything you can to at least be informed and are not it becomes unacceptable.


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User Reviewer2111829

SRP Consumer Affairs advised [redacted] on 10/18 that requiring a deposit on her new account is in accordance with U.S. Code 366. Also, there is no evidence that SRP personnel tampered with [redacted]'s water meter and [redacted] has provided no further support regarding same....


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User L. L.

SRP is the worst. Today we are in the midst of yet ANOTHER power outage- this is the third one since 7/29- the other two were 12+ hours long. The prob starts benign enough, saying there will be a roughly 2 hour outage. No big deal, right? Except then you check and it's now 4 hours. Then it's 12 hours. It makes it impossible to plan for, and meanwhile I'm lugging our infant daughter and pets to friends/family/hotels that can accommodate us because *newsflash* SRP- it's summer and the house quickly reaches 90+ degrees. SRP does nothing in the manner of apologizing or customer service except to say that yet another underground line has blown. There is no energy credit, no grocery credit (for the two times I've now had to clear out my fridge), and no clear plan as to how they're going to prevent this in the future. Thanks for nothing, SRP.


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User Reviewer2111885

SRP did contact me and asked to review the information that was initially sent to them. They did not ask me for more information but rather copies of the same information I had previously sent.
 
Upon the Umbudsmans review of the information she determined that although my personal equipment was damaged, there was no negligence on their part when the meter was switched. She did however explain that SRP was negligent in how the situation was communicated to me. 
 
No notice was given as to a switch taking place.
SRP denied any power outage at the home the day of the exchange, SRP further denied the meter had been switched at all, then recanted and admitted that yes, the meter had been switched and proceeded in stating that even though damage can occur to household electronics during any type of outage, that the problem was in my surge protectors that have been working fine until this incident.
 
SRP offered to pay me 750 for a 2000 computer. Then in order to get a check from them they sent me a w9 form. 
I was not a contracted worker for them yet this form will ensure I pay taxes as if I was contracted to work for them and they paid me $750 toward my yearly income.
 
I hope you are astonished at the lengths a wealthy company will go to in order to not take responsibility for damages, write a check for reimbursements then make the party whose goods were damaged pay taxes on that reimbursement. I certainly am.


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User Reviewer2111847

Dear Revdex.com,

According to shareholder entitlements, SRP is delivering the correct amount of irrigation to Mr. [redacted] subdivision at the delivery point established by SRP governing documents. 

In this case, the problems arise from the private system and must be rectified by the owners of that private system.  Unfortunately, Mr. [redacted] previously refused SRP’s offer to walk the private system so that SRP employees could point out areas that are in need of maintenance and repair.  If proper maintenance and repairs were made, then Mr. [redacted] and his neighbors would receive their irrigation allocation without any issues.  Proper maintenance includes weeds and debris removal, ditch reshaping to deliver the amount of irrigation allocated within the gravity fed private system. Repairs need to be made to grates, slides and valves, it is SRP’s experience that as long as shareholders manage their irrigation (adhering to scheduled times) and the private system is maintained in good repair (functioning properly), then irrigation water deliveries can be made without any issues regarding the quantity of water.  Again, the water amount delivered is based on water rights entitlements.  These entitlement amounts have been in place and have been legally recognized as appropriate for decades. 

SRP recognizes that Mr. [redacted] is a shareholder and has extended assistance to him, but without his acknowledgement that work must be done within the private system, which is up to shareholders to operate and maintain, there is nothing further that SRP can do to resolve this situation.  As expressed in my previous response to the Revdex.com, “All additional efforts SRP has made in this matter have been as a courtesy happily extended to its shareholders, but in this case to no avail.”

Sincerely,

Sr. [redacted]

SRP Consumer Affairs

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


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User Reviewer2111853

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.

SRP and [redacted] financial were made aware of the double payment right away.  When we called SRP they of course referred us to [redacted] financial basically saying there hands are washed of the double payment because they have nothing to do with [redacted] financial we had to call them.  We called [redacted] financial to cancel the transaction and they basically said our payment would just go towards a future bill.  it would take up to 60 days for them to return the charge.  So we told them we would despute the charge with the bank.  They didn't care.  So we desputed the charge...  Ofcourse SRP and [redacted] want to blame everyone else and not take responsibility for there lack of customer service.  If they would of taken care of the situation in January we wouldn't be on the Revdex.com going through the complaint process.  Blaming me as the customer and my bank and not taking responsibility for the poor service that was provided in the situation is a cop out.  Bottom line SRP and [redacted] financial could of handled and solved this issue months ago.  Their lack of customer service and attention to a customer that accidently made a double payment on our account was horrible, there were no options brought to my attention to take care of the double payment in a timely fashion.  Basically a sorry your Burnt deal with it, your the one that made the double payment not our issue now we got your money thanks.  So I don't find SRP's response as resolving a the complaint maybe more of adding fuel to the fire.  thanks for your time

Regards,


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User Reviewer2111919

SRP regrets any miscoummication and/or invconvenience caused Mr. [redacted] concerng the ultimate replacement of the electric meter at his home. No fees were charged to Mr. [redacted] electric service account and a complimentary energy audit (normally a cost of $55) was performed.


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User Reviewer2111831

After reviewing this complaint, I was able to locate a customer with the same name at the Indian School address and then spoke with SRP Collections.  According to SRP records, it appears that the outside collections agency SRP uses, Online Collections, somehow linked the wrong...

[redacted]'s together.  SRP has contacted Online Collections and requested they make the necessary corrections and remove the adverse credit activity notation from Ms. [redacted]'s credit report.  I have also called Ms. [redacted] at [redacted] to inform her of this and advise that the process, unfortunately, can take between 60-90 days.  I have documented Ms. [redacted]'s SRP account on this and have created a case file for documentation purposes in the event that Ms. [redacted] needs assistance from me in the future on this matter, I can be reached at [redacted].  Sincerely,
Lori L[redacted]
Sr. Ombudsman
SRP Consumer Affairs


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User Reviewer2111843

Dear Revdex.com,

SRP has tried to work with Mr. [redacted], but he did not agree with comments and /or suggestions made by SRP employees to assist him with resolving his irrigation concerns.   Therefore after consulting with SRP [redacted], the following email was sent to...

Mr. [redacted] on August 14, 2014 at 4:15pm:

Dear Mr. [redacted]:

SRP has reviewed all of your correspondence to date, including your prepared analysis, and listened to your remarks in person.  In addition, we have met internally to discuss this situation.

First and foremost, SRP emphatically supports and applauds the performance of all its employees throughout this matter and even more emphatically rejects your characterizations of them.

Second, we simply do not share your version of either the facts, or the process used to establish such facts, regarding the appropriate means to deliver water in your neighborhood private system.

Moreover, as we have repeatedly advised you, SRP’s obligation is to deliver water to a point established by SRP governing documents in sufficient quantity to meet shareholder entitlements. That SRP has performed this obligation does not appear to subject to challenge. All additional efforts SRP has made in this matter have been as a courtesy happily extended to its shareholders, but in this case to no avail unfortunately due to your and others’ attacks on the “messengers,” in lieu of any cooperative effort. Consequently, our efforts, beyond meeting SRP’s above referenced obligation, will cease.

Sincerely,

Sr. [redacted]

SRP Consumer Affairs


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User Reviewer2111875

This matter has been resolved.  SRP records show that on June 27, 2016, Mr. [redacted] contacted SRP's Customer Credit Services Department regarding this matter.  The SRP Credit Specialist reviewed and explained the charges on Mr. [redacted]'s SRP account and Mr. [redacted] indicated he then understood...

why SRP performed the balance transfer.  The SRP Credit Specialist offered Mr. G[redacted] a payment arrangement; however Mr. [redacted] decided to pay the $1,338.42 in full to bring closure to this matter.


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User Reviewer2111921

Hello,

 

Your complaint was forwarded to us from the Revdex.com.  I’m sorry to hear about your M-Power payment issues.  It took me a bit to decipher everything that went on, but let me see if I can explain.  First, I found that SRP does have a policy where if a check...

is returned for insufficient funds and it’s under $500 they will put the check through a 2nd time.  That being said, I do think your situation could have been handled better. 

 

When you called the phone center on 12/5 to ask SRP hold your $15 give first because the check would be returned, the echex had already been processed, so that is why the $19 returned check fee was assessed by SRP.  Then as you know SRP submitted the payment again.  I do understand that you never actually received the $15 on your card, but had you not said anything, you still would have had to pay the $15 back for the power.

 

I do think SRP could have found a way to keep the check from going through again, since you had notified them of the problem already.  For that, I would be happy to credit your account one of your bank’s $35 fees.  

 

Please confirm that you are fine with the $35 credit and I will have it processed asap.

 

Thank you

SRP Ombudsman Consumer Affairs


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User Reviewer2111835

SRP Consumer Affairs has left a voice message and sent an email to this customer asking her to call our office to discuss the matter further.  Consumer Affairs has questions for this customer and her input is needed to resolve her complaint  This office will provide a follow up...

email once the matter is resolved.Thank you


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Category: Electric Companies

Address: PO Box 52025, Phoenix, AZ, 85072-2025

Website: http://www.srpnet.com/

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