The William Glesby Centre

Dear
Sir or Madam:
 
I
have attached a copy of APS’s response to Shayla C[redacted] concerns for your
review.
 
Please
let me know if you have any questions.
 
Thank
you,
 
Elizabeth
M[redacted]
APS
Consumer Advocate Sr.
###-###-####

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

Dear Sir or Madam, 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 directly at
the telephone number listed above.Sincerely,Traci D[redacted] APS Consumer...

Advocate

[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]

Dear
Sir or Madam:
 
I
have attached a copy of APS’s response to Howie S[redacted] concerns for your
review.
 
Please
let me know if you have any questions.
 
Thank
you,
 
Jenna N[redacted]
APS
Consumer Advocate
###-###-####

[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,
Khiry T[redacted]

January 25, 2017Revdex.com1010 E. Missouri Avenue Phoenix, AZ 85014-4585Attn: Dispute Resolution ConsultantRe: Complaint ID No. 11887732 / Rosalie Sabate Dear Sir or Madam: I have received your letter dated January 19, 2017 regarding the concerns from  [redacted] and appreciate the opportunity to respond.As mentioned in my previous letter, APS visited [redacted] residence and tested the meter providing service to her home on December 22, 2016. APS found the meter was accurately recording the energy; however, the meter cannot discern which appliance in the home is consuming the energy. Based on my conversation(s) with [redacted], it is reasonable to identify her malfunctioning air conditioning (AC) unit as the cause of the higher energy usage as it occurred during the same time the AC unit malfunctioned. APS understands that this energy usage was not intentional by [redacted], however, APS must bill each customer for the energy they consumed. Although I am unable to reduce the amount of [redacted] bill as she was correctly billed based on her energy usage, I established an extended payment arrangement with her in an effort to assist her. Again, thank you for the opportunity to address [redacted] concerns. Should youhave any questions or if I can be of further assistance, please feel free to contact medirectly at [redacted].Sincerely,Traci D[redacted] APS Consumer AdvocateCc: [redacted]

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.
Regards,  First of all, An APS representative did contact me and left a message on my voicemail. When I returned her call she had just stepped out of the office and, I believe it may have been her assistant, did in fact inquire as to whether or not I received the check in the mail yet. When I told her "no I haven't" she took the steps needed to get me the money that very day. For this I am very grateful. I also inquired of this very nice lady, [redacted] I believe, if steps would be made by the corporate heads to re-address APS policies and possibly even take steps to change them. She did not believe so. Also in the response letter I read from the Revdex.com it states that they do except other forms of payment and not JUST cash. If you walk into the APS store in Downtown Glendale and try to pay with anything but cash, they will refuse you. Also I stated in my first complaint about my past due amount which I did pay. And if you look at my payment history will you see that my bill was payed on time for the majority of the time the account was active (power was on). So since I was a good customer I don't appreciate being attacked in the response letter. At least that's how I felt when I read it. Cash only at the Downtown Glendale branch. They do however take other forms of payments on line or over the phone but just try to pay with a check or card in person at that branch. I pay cash so I don't understand why I was put through this bloody nightmare. Just refund me in cash. If I pay with card then put the money back on my card. If I pay with a check then write me a check. Correct me if I'm wrong but this is the way businesses are run. But thank you once more to [redacted]. Just one more detail. I paid $285 deposit, Not $265. I understand $20 was for some kind of one time payment of a turn on fee or something to that nature and [redacted] was kind enough to waive that for me. Just get the corporate heads to re-look at they're policies concerning this matter. And make sure they read my entire first complaint as well as this follow up response both from me and from the company and it won't matter whether or not they change policy, it will be enough to satisfy my complaint just knowing that they looked into it. Thank you for this opportunity to convey my complaint. [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,
Kaitlin W[redacted]

Dear
Sir or Madam:
 
I
have attached a copy of APS’s response to Kaitlin Woodard's concerns for your
review.
 
Please
let me know if you have any questions.
 
Thank
you,
 Jenna N[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 August 4, 2015 regarding the concerns from Mike [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.APS is a regulated utility and is bound by rules and regulations set forth by the Arizona Corporation Commission (ACC). Through these rules and regulations, we haveestablished security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a security deposit prior to the customerestablishing electric service.I have investigated Mr. [redacted]' concerns and have found that he established electric service solely in his name at [redacted] in Phoenix on July 13, 2015. APS required a security deposit of $190.00 be paid prior to connection of service. Although it is not our practice to make payment arrangements on security deposits, APS agreed to accept an initial payment of $95.00 to establish electric service to the residence and advised Mr. [redacted] the remaining deposit will be required in approximately two weeks. APS advised him that a letter would be mailed to confirm the due date of the remaining deposit. On July 13, 2015, APS mailed Mr. [redacted] a letter advising him the remaining deposit was due on July 27, 2015.Mr. [redacted] failed to pay the remaining security deposit due so APS delivered a door hanger to the residence on July 29, 2015. The door hanger notice stated APS's intent to disconnect service for non-payment if the remaining security deposit was not immediately paid. Once again, no payment was received so APS disconnected the service for non-payment on August 3, 2015. Mr. [redacted] paid the remaining security deposit of $95.00 on August 3, 2015 and APS reconnected the service on that same day.As a result of Mr. [redacted]' compliant to the Revdex.com (Revdex.com) on August 4, 2015 regarding the electric service being disconnected for non-payment, I spoke with Mr. [redacted] on August 7, 2015 to discuss his concerns. Mr. [redacted] provided verbal permission for me to speak with his wife, [redacted], regarding their concerns. Mrs. [redacted] advised me that she was under the impression her husband had paid the deposit in full at the time he requested electric service. I explained to her that it was not a practice of APS to accept a partial payment on the deposit however, it was agreed with the understanding that the remaining deposit would be paid in two weeks of the initial payment. I advised Mrs. [redacted] that APS mailed a letter on July 13, 2015 confirming the deposit amount owing as well as the due date to avoid an interruption of service. Mrs. [redacted] advised me she was unaware Mr. [redacted] had made a partial payment and would discuss the circumstances surrounding the event with him. Mrs. [redacted] advised me has no further concerns with APS and was appreciative of the information I provided. 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 ###-###-####

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]

August 18, 2015Revdex.com[redacted] Attn:  Dispute Resolution Consultant Re:     Complaint ID No. [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated August 12, 2015 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 [redacted]’ concerns and have found that Stacie [redacted] established electric service solely in her name at [redacted] on December 14, 2012. On July 30, 2015, Mrs. [redacted] called APS to verify the amount to reconnect the electric service to her home as it was just disconnected for non-payment for the delinquent balance of $285.21. Mrs. [redacted] also provided APS permission to speak with her husband [redacted] on her behalf regarding their APS account. APS documented her account with this information and agreed to accept a payment of $100.00 prior to reconnecting the service and a payment of $228.19 the next day July 31, 2015. APS advised Mr. [redacted] to call APS with the confirmation number after the $100 payment is paid towards the account. Ms. [redacted] called APS on July 30, 2015 and provided confirmation for her $100.00 payment she paid towards her account. APS performed an internal investigation and found that her husband owed an outstanding balance of $1,273.42 from a previous residence. APS explained to Ms. [redacted] that in order to establish the service Mr. [redacted] unpaid balance will need to be paid prior to reconnecting the electric service. Mr. [redacted] then asked APS if they would reconnect the service and then discuss the unpaid balance. APS advised him that they have the option of paying the unpaid balance or they can add Mr. [redacted] to Mrs. [redacted] APS account and see what payment arrangements may be available. Therefore, APS received Mr. [redacted] and Mrs. [redacted] consent to add him to the account as a joint account holder. APS mailed a letter on July 31, 2015 to Mr. [redacted] and Mrs. [redacted] residence, explaining to them adding Mr. [redacted] to the account makes them both equally responsible for the total amount of the current and future APS bills. An APS Credit Agreement letter was mailed to Mr. [redacted] and Mrs. [redacted] residence on August 1, 2015 confirming the payment arrangement. Total agreement amount: $2,029.79. Due Date      Amount        Due Date      Amount        Due Date      Amount08/03/2015  $228.19       08/17/2015  $387.00       09/01/2015  $387.0009/15/2015  $390.45       10/01/2015  $212.00       10/15/2015  $212.0011/02/2015  $213.15 I spoke with Mr. [redacted] briefly on August 18, 2015 to discuss his concerns. Mr. [redacted] advised he was unavailable to discuss any concerns at this time. I provided Mr. [redacted] my direct telephone number for him to contact me at his earliest convenience. Thank you for the opportunity to address Mrs. [redacted] concerns. Should you have any questions or if I may be of further assistance, please feel free to contact me at ([redacted]. Sincerely,[redacted]APS Consumer AdvocateCc:     [redacted]

October 29, 2015Revdex.com
[redacted]
Attn:  Dispute Resolution Consultant
Re:     Complaint ID No. [redacted] / Danielle
F[redacted]
Dear Sir or
Madam:
I have received
your letter dated...

October 26, 2015 regarding the concerns from Danielle F[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. F[redacted]’s concerns and have found that she established
electric service at [redacted] on January 31, 2013.
The service remained on in Ms. F[redacted]’s name until May 16, 2014 when she
requested to disconnect the service and a final balance of $192.47 was left on
the account.
On June 3, 2014
and on July 3, 2014, APS mailed a letter to Ms. F[redacted] encouraging her to pay
the final balance of $192.47 to prevent further collection activity. Both
letters mailed to Ms. F[redacted] advised her that non-payment of the final balance
would result in notification to the credit bureaus. Unfortunately, the letters
along with the final bill mailed Ms. F[redacted] were returned by the [redacted] As the final balance remained unpaid, APS appropriately reported the
delinquency to the credit bureaus.
I spoke with Ms.
F[redacted] on October 29, 2015 and she advised me that she recently paid her
outstanding balance of $192.47 in full. She explained to me that it was an
oversight on her part that she failed to pay her final bill. I advised Ms. F[redacted]
that my investigation found that the final bill along with the letters mailed
to her regarding her unpaid final balance were all returned by the US Postal
Service. Therefore, I agreed to remove the APS entry from her credit report
once APS received her payment. Ms. F[redacted] was happy to hear this.
At APS, we do not wish to affect our
customers’ credit rating unjustly and we do not wish to be punitive in our
credit bureau reporting.
Again, thank you for the opportunity to
address Ms. F[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,
Elizabeth M[redacted]
APS Consumer Advocate Sr.Cc:     Danielle
F[redacted]

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

[redacted] In reference to the response of APS Consumer Advocate Traci D[redacted] She did not give me any option but to do financial arrangement into 3...

months January, February, and March in addition I have to also pay current bill due for each month. If I don't agree they will cut off my electric and I have to pay reconnection fee and other charges. I have no choice but to agree since I am afraid they will cut off my electricity. I told her from the beginning that I was not aware that there was something wrong with my AC unit. The AC unit was on the whole time in summer.I was waiting for temperature to cool down so I can turn it off. In November, When I turned it off I notice it was still running but has no cold air. I immediaitely called technician to check and made some repairs. I did not take things for granted. I immediately attended to fix the problem once it was discovered. I was surpirsed when I got the bill of $646.34 of Novemeber 23,2016 statement. I requested to have the meter tested to check if it was faulty. Traci said she will waive the fee to have it tested.She said the technician tested it and found that the meter was not faulty. I requested if she can send me the test results from the technician and agreed to send it to me as an email. I got a lettter from her assuring me that the bill was accurate but was not able to furnish methe actual test results nor breakdown of how the energy was used. It was based of her word but no real proof of how it went up that high. I have owned the house for 11 years and never ever had a bill that high $646.3. My past bill prior to that was $289.83 dated October 25, 2016 staement. The most I would pay for an electric bill in summer was about $362.15 I never paid more than that. My electric bill last year for the same time frame dated Nov. 25,2015 was $53.51. My house is only 1800 square feet. It is not a huge house. I tried to conserve energy as much as possible.I pleaded with her if she can lower the amount that would be affordable to me. But she refused. The only option was to do payment arrangements into 3 months. I can furnish you a copy of past 24 monthes of my electric bill to prove to you my point. I have made a payment of $215.44 on January 9,2017 for jan, 10,2017 first payment arrangement. I also paid $140.75n on December 30, 2016 for December 27, 2016 statement due january 10, 2017.I am struggling paying this ridiuclous bills.I was hoping you can assist me to lower my bill.I would like to fax some more supporting documents. Can you kindly furnish me your fax number? I am having difficuly attaching some files. Your help will be greatly appreciated. Thank you!

Dear
Sir or Madam:
 
I
have attached a copy of APS’s response to Richelle M[redacted] concerns for your
review.
 
Please
let me know if you have any questions.
 
Thank
you,
 
Jenna N[redacted]
APS
Consumer Advocate
###-###-####

aps January 6, 2015 Revdex.com 4428 N. 12th Street Phoenix, AZ 85014-4585 Attn: Dispute Resolution Consultant Re: Complaint ID No. [redacted] / [redacted] Dear Sir or Madam: I have received your letter dated October 26, 2015 regarding the complaint from Mr. [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. APS differs from many other businesses in that our product is consumed before it is purchased. It is important, in an effort to keep operating costs to a minimum, that payment is received as quickly as possible. Although the bill provides a past due date that is roughly 10 days after receipt, the bill is not considered delinquent until 25 days after the bill produces. Once a bill passes the 25th day without payment, we begin the collection process and late charges are assessed. If the account bills the following month with a delinquent balance still owing, a shut off notice prints on the bill. The shut off notice advises the customer that the delinquent balance must be paid by the shut off date or the service will be subject to disconnection for non-payment. This notice also encourages customers to contact APS and establish a payment arrangement if additional time is needed to pay to avoid disconnection. I have investigated Mr. [redacted] concerns and have found that he established electric service to his home located at [redacted] on March 25, 2013. On December 1, 2015, APS mailed Mr. [redacted] his December monthly bill in the amount of $335.95. The bill included a shut off notice advising him the delinquent balance of $210.67 needed to be paid by December 10, 2015 or the electricity would be disconnected for non-payment. Mr. [redacted] called APS on December 10, 2015 and established a payment arrangement to pay the delinquent balance on December 28, 2015. APS did not receive a payment as previously promised and the electric service was disconnected for non-payment on December 30, 2015. Mr. [redacted] called APS that day to have his service reconnected. APS advised him that once the delinquent balance was . paid then his service would be reconnected. At that time, Mr. [redacted] requested that APS waive his service re-establishment charge. APS declined his request and advised him that the charge will be billed as it is a valid fee approved by the Arizona Corporation Commission. Mr. [redacted] paid the delinquent balance and his service was reconnected that same day. I called Mr. [redacted] on January 6, 2015 and left a message to please call me to further discuss his concerns. I will be happy to discuss Mr. [redacted] concerns if he would like to contact me at [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 the telephone number listed above. Sincerely,    Traci D[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