SRP

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

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

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.While this is partially true not fully.  MY SRP installed Smart meter was failing, they refused to come inspect the meter without charging a $55 fee.  If the meter was truly broken they would waive the fee.  SRP did eventually come out and end up replacing the meeter - consequently no fee was levied.  It was not out of the goodness of SRP's heart.  The SRP manager then contacted me and wanted to send out a home audit specialist because of all of the issue we have had at not cost.  The audit specialst did come out and check all of our equipment.  The rust  on the water heater was never anything pertinent to the Smart Meeter failure so I'm not sure how it fits into this equation.  So once again they continue to fabricate the situation making themselves look like they saved the day.  The fact remains that SRP continually tries to pass on the cost to a disabled customer when in fact they should absorb the cost until the actual issue is determined - they did not.Regards,[redacted]

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

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,

SRP has attempted to contact [redacted] by phone and email with no response. SRP mailed a response to [redacted] on 9/2/15, via [redacted], with enclosed Itemized Statements showing transactions on the current account in [redacted] name (spouse) and also the two prior accounts in [redacted]...

[redacted] name. These accounts reflect a deposit of $87.50, only, for M-Power service. [redacted] expressed an interest in Basic service which requires a $275.00 deposit, or an additional $187.50, but SRP will waive the additional deposit requirement as a courtesy. SRP does require that any pending balance on M-Power be paid in full prior to conversion to Basic service. [redacted] or [redacted] are welcome to contact SRP's Residential Contact Center or SRP Consumer Affairs for additional assistance with their SRP electric service account.

A $275 deposit was required to begin this account.  SRP agreed to set up a payment arrangement on the deposit of $75 upfront (paid 10/30) and then $100 + current bill for two months.  The first bill of $208.35 (including $100 of the deposit) was issued on 12/2 & due...

12/26. No payment was received, so the payment arrangement was canceled making the total account balance of $308.35 due.  A reminder notice was sent on 12/27 showing $308.25 was due immediately with a disconnection date of 1/3 if payment was not received.  Then, the account was disconnected on 1/8 for non-payment and charged a $59.96 fee.

[redacted] called SRP on 1/8 and SRP agreed to accept $208.35 for the service reconnection, rather than the full balance due, but declined waiving the disconnection fee since no bill payment was made prior to the disconnection. Then the payment that was made on 1/8 was later returned to SRP by the bank for reason of "account closed."  SRP waived the returned check fee of $19.58 and canceled an additional deposit of $45 as a customer service gesture due to these events.

However, the $59.96 disconnection fee is applicable.

The events leading up to the disconnection remain the same. The disconnection occurred as a result of non-payment. However, the payment made on 1/8 (after disconnection) was processed incorrectly by a SRP representative. SRP already reversed the associated fee, but I have added a $30 credit to the account as a customer service gesture for this error.

If you have further concerns, please call ####-###-#### and a hearing can be scheduled with SRP's Hearing Officer. Thank you.

[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.]

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]

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

SRP Consumer Ombudsman conducted a thorough investigation on this matter.  Engineers confirm no surges occur as a result of changing out meters. The power goes off for a brief period and it goes back on again. There are no additional or unique surges associated with the upgrade to more advanced meters. Depending on the home wiring system and loads contained within the dwelling, internal fluctuations of voltage may occur.

It is the customers responsibility to take preventive measures as a first line of defense, which would include investing in surge protection for valuable computer equipment.  The age of this customer's surge protector (12yrs +) likely contributed to the problem here, and this was discussed with the customer.

There was some poor communication by SRP's Customer Services Group when the customer first reported the inciden, and although none of this had a direct impact on the damage, SRP Ombudsman took this into account and settled with this customer for $750.

It is an [redacted] requirement for SRP to have a W-9 form on file for every entity they pay.  In this case SRP will not withhold and this customer will not receive a 1099 because it is a reimbursement for property. 

The check has been mailed and serves as full and final payment on this matter.  Consumer Affairs Ombudsman has closed this case.

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 app

[redacted] was told to refund transaction on Jan. 14th.  They did not process it.  This is why the bank went to get payment back.

Regards,

[redacted]

SRP records indicate 2 attempts to exchange meter on 4/17 were turned down by SRP due to the access gate being boarded up and debris piled behind it.  On 4/18, [redacted] called SRP and reported that debris removed and gate unlocked.  On 4/21, SRP field technician returned to exchange meter,...

but no answer at door and no access through side gate.  SRP Ombudsman office spoke with [redacted] twice on 4/22 & agreed to send field out one last time to attempt meter exchange at [redacted]'s request.  Meter exchanged on 4/23 at 12:00PM.

To whom it may concern, I have contacted customer [redacted] regarding this issue.  We have recalled his balance from the collection agency and also requested that it be cleared from his credit report.  [redacted] has expressed his satisfaction with this resolution and has...

also paid-off the debt. Thank you,[redacted]

In January, the bill was paid twice, one payment via a debit/credit card through an outside vendor, [redacted].  However, it was not until 4/9 that the bank returned the payment stating "CC (credit card) auth revoke.”   [redacted] stated the $282.66 was sent back to the bank on 4/9, and the...

customer should follow up with his bank to check on their processes of them depositing the credit to his account.  Consumer Affairs provided this information to the customer, along with the contact information of the individual who is in charge of [redacted]'s refunds.  Also, all normal associated fees for returned payments were already waived for the customer.

Consumer Affairs has followed up & left a voicemail, but has not heard if the $282.66 credit has since been received. 

Please let me know if further investigating is needed. Thank you.

SRP Consumer Affairs advised Mr. [redacted] of a recent cable replacement job ([redacted]) in his neighborhood, which was completed on 10/3. SRP Consumer Affairs also discussed an upcoming large cable replacement job ([redacted], which is in Mr. [redacted]'s area. This job is currently in the design...

phase. In addition, SRP Consumer Affairs was able to settle Mr. [redacted]'s claim from damages in 7/2016.  Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this vide 

Regards,

Kristina Cook

 

I do appreciate the 35 dollars but why should I pay 15.00 for powere I nevere received. I never got the 15.00 dollar credit so why pay for what I never got

[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,[redacted]

Dear Revdex.com,
 
On September 18, 2013, Mr. [redacted] contacted SRP Consumer Affairs regarding this matter.  After Mr. [redacted] and I exchanged telephone and email communications, on October 18, 2013, I instructed Mr....

[redacted] to file a claim through SRP Litigation and Claims, which he did.  Claim forms were sent to Mr. [redacted], which were completed and returned, he was also contacted by a Senior SRP Claims Agent.  I remained involved in the matter, until January 8, 2013, when Mr. [redacted] notified me that he would no longer be able to discuss his claim with me since he turned the matter over to his attorneys.  Based on this, SRP Consumer Affairs is no longer able to communicate further on this matter.
 
If you would kindly note your records with this information to close the Revdex.com inquiry, it would truly be appreciated.  Likewise, if you have any questions, please contact me via phone or email.
 
Sincerely,

Sr. Ombudsman
SRP Consumer Affairs

[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.]

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]