SRP

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 data provided includes incorrect inferences made based on the calls listened to and implies that SRP made several exceptions for me. This is not the case, I did not decline the disconnect fee waiver, and these "exceptions" were to correct SRP's errors with their payment processing and website.  This is a poor explanation justifying terrible customer service received from numerous employees and mistakes made from an awful company seeking to collect funds that aren't owed.  The explanation is invalid.

Regards,

Nothing was resolved and SRP continually failed to do its job after it was notified. This continued negligence lead to further property damage.

[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]

SRP's response to [redacted] concerns are attached - Thank you.

Hello,This complaint has already been addressed by SRP Consumer Affairs, as [redacted] contacted us directly on 5/15 about the matter. [redacted] is new to Arizona and not aware of irrigation or how it works.  Consumer Affairs explained to [redacted] that this was not an SRP...

flooding, but a private flooding matter as the neighborhood was running irrigation during the times of his reported flooding.  Consumer Affairs gave [redacted] a brief overview of how/what irrigation is and what the customer is responsible for vs. what SRP is responsible for.  Also explained that SRP just delivers water to a gate and from there it is considered private system, with the water belonging to the customer.  [redacted] indicated that he already spoke to the property owner of the home he beleives did not pick up water and caused flooding to him.  Consumer Affairs also suggested he have a new customer overview with a Water Delivery Specialist so that he can protect himself in the future by knowing how to set the private system gates/valves.  [redacted] was also advised that since he has irrigation rights, he can activate his account at any time.  SRP Water Specialist has an appointment set with [redacted] on 6/8 @ 1030.Thank youConsumer Affairs

SRP Cons Affrs received and is in the process of thoroughly reviewing Ms. [redacted] complaint.  An SRP Ombudsman has reached out to Ms. [redacted] and has opened an investigation.  In the meantime more information/documentation has been requested from Ms. [redacted].  This customer and the...

Revdex.com will be notified once a decision has been made on this matter.   Thank you- SRP Consumer Affairs

September 24, 2014

Dear [redacted],

On 6/16/2011, [redacted] emailed SRP a turn-off request effective 7/27/2011 for [redacted], but the order was entered as 6/27/2011, in error.  As a result of this, [redacted]’s SRP Bill Account (B/A)...

#[redacted] was turned off on 6/27/2011.  [redacted]’s SRP B/A #[redacted] was finalized on 6/27/2011 and the following transactions took place:

06-27-2011

275.56-

126.97-

53.84

0.00

73.13-

06-20-2011

117.00-

0.15-

148.74

0.00

148.59

 As of 6/20/2011, [redacted]’s SRP bill for usage was $148.74, less the .15 credit so $148.59 was due on 7/12/2011.  Due to the 6/27/2011 turn-off order, according to SRP policy, a final meter read was taken and resulted in a $53.84 usage charge and [redacted]’s $275 deposit was applied to her SRP account along with $.56 in interest which resulted in a $73.13 credit:

$  148.59

$    53.84

($275.00)

($      .56)

($  73.13)

 

On 7/19/2011, [redacted] informed SRP of the turn-off error and therefore a new SRP B/A #[redacted] was established by SRP which was backdated to 6/27/2011.  As a result of this, the following transactions took place:

 

Initially another $275 deposit was billed, but was immediately cancelled because of the “off in error” and the fact that SRP had applied [redacted]’s $275 deposit from SRP B/A #[redacted] to her final bill there.  Please note due to the “off in error” situation, SRP did not charge a service establishment fee for SRP B/A #[redacted].  Also, the billed meter charges from 6/27/2011 to 7/21/2011, with applicable taxes, came to a total of $177.39 and was due on 8/12/2011.  On 7/19/2011 [redacted] informed SRP that she was turning off service effective 7/25/2011 and therefore a final bill issued on 7/26/2011 included the following transactions:

 

$177.39 (previous account balance due on 8/12/2011

$  36.97 billed usage

$214.36 due on 8/9*

 

This bill was mailed to:       [redacted]

                                         [redacted]

                                         [redacted]  [redacted]

 

*After this final bill was mailed, an additional transaction took place whereby SRP applied the $73.13 credit from SRP B/A #[redacted] towards the $214.36 account balance on SRP B/A #[redacted], leaving a balance due SRP in the amount of $141.13 ($214.36 - $73.13 = $141.23). 

 

Please know that SRP Consumer Affairs upholds the $141.21 as accurate and due SRP, however due to the turn-off error and for other business reasons, SRP Consumer Affairs and SRP Credit agrees to do the following:

 

1)     SRP Credit will recall [redacted]’s $141.21 debt from the [redacted] and write it off – this typically takes about 2 days.

 

2)     SRP Credit will request the [redacted] remove the item from [redacted]’s credit report – this typically takes 30-60 days.  Please know that SRP has no control over the timing on this.

 

If [redacted] should have any questions concerning this matter, please have her respond to SRP Consumer Affairs.

Sincerely,

SRP Consumer Affairs

I

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 contacted [redacted] and matter was resolved on 5/6/2016.

SRP Consumer Affairs has contacted [redacted] regarding her complaint and offered options relative to changing the account to her name and the deposit requirment. SRP Consumer Affairs also provided additional information about the Economy Price Plan Discount and the Basic Price Plan.

SRP...

has offered options to [redacted] in an effort to accomodate her request to have electric service in her name. Also, SRP has attempted to contact [redacted] again, via phone and email, to further discuss this matter, but no response has been received.

I received email didn't realize I needed to waste my time replying have already had my wife contact srp and as soon as I pay the remainder of arrears I will switch to post pay bill with no deposit as stated in the email

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,

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, including the removal of this collection item off  my credit report in main business bureaus. Therefore,  if it does, will consider this complaint resolved.

Regards,

The electric meter at [redacted]. was replaced on January 14, 2014. The previous meter was not displaying accurately, however, usage was recorded and Mr. [redacted]' account has been accurately billed. The new upgraded meter displays accurately and allows for more detailed...

record keeping such as hourly usage which can be viewed by Mr. [redacted] on SRP's website. There is no fee associated with an exchange or upgrade of an SRP meter.An audit of Mr. [redacted] energy consumption was conducted on January 17, 2014, per request. Normally there is a cost of $55, plus tax, for this one hour appointment analyzing electric usage in the home, however, the $55 fee was waived as a courtesy. The audit did not reveal any abnormalities or malfunctioning equipment, but it was noted that there is rust on an approximatley 10 year old water heater.

SRP Consumer Affairs contacted Mr. [redacted], via his provided email address, and apologized for the error as well as provided compensation.

SRP is in communications with the customer to resolve this matter, however, ongoing at this time. SRP will provide an update upon resolution of the matter.

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 did not propose any action to resolve my complaint.

It appears that they did not even read my complaint since they made the statement:

"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."

Yet, SRP's reduced water delivery of water to my neighborhood to well below shareholder's entitlements is exactly what I have challenged.

Please help me to get SRP to abandon their personal attacks and to actually address their reduced water delivery and the other issues that I have already presented both in my Revdex.com complaint and my "WE USED TO GET WATER; NOW WE DON’T" (nowater.pdf) document.

Regards,

Consumer Affairs has contacted Mr. [redacted] and provided information to help address his complaint.  Thank you,Consumer Affairs

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!

Hello,

 

I will have the $35 credit issued to your account.  As for the question about the $15, it was applied as a ‘pay first’, not a ‘give first’, meaning it went towards pay down on your account and not towards power.  The reason for this is because you also had a returned check on 11/21 for $40 + the $19.49 returned check fee.  So basically the $15 went towards the fees first, meaning there would not have been anything there for the power anyways.   

 

Please let me know if you have any further questions.  Or feel free to call me with any questions.

 

Thank you

SRP Ombudsman Consumer Affairs