The William Glesby Centre

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:
 
I
have attached a copy of APS’s response to Alexis Patterson’s concerns for your
review.
 
Please
let me know if you have any questions.
 
Thank
you,
 
Elizabeth
M[redacted]
APS
Consumer Advocate Sr.
[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'm unable to hear on the phone please let APS know if they want to contact me they need to email or text message me. I've told them this before over and over and over. Like I saidI've already contacted the [redacted] disability's department and filed a complaint over there as well. However, any communication must be thru email or text messaging only, thank you[redacted]

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

See attached respone.

Dear Sir or Madam,  Please see the attached letter for APS's full response. Thank You, 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.]
Better Business...

Bureau:
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,
Phillip P[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 find that this resolution would be satisfactory to me.  I will wait until for the business to take the delinquency off my credit report, not just state it as paid in full but complete removal and, if it does, will consider this complaint resolved.
Regards,
[redacted]

October 23, 2015
 
 
 
[redacted]
[redacted]
[redacted]
*
[redacted]
*
[redacted]
 
 
Dear
Sir or Madam:
 
I
have received...

your letter dated October 19, 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.
 
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, the collection process begins and late charges are
assessed. If the account bills the following month with a delinquent balance
still owing, a shut off notice will either print on the bill or be mailed
separately to the residence. 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 Ms. [redacted] concerns and have found that she established
electric service to her home located at [redacted] on May 6, 2014. On October 7, 2015, APS mailed Ms. [redacted] her October
monthly bill. The bill included a shut off notice. The notice advised her the
delinquent balance of $405.73 needed to be paid by October 16, 2015 or the
electricity would be disconnected for non-payment. On October 19, 2015, Ms.
[redacted] called APS and requested to establish a payment arrangement on her
delinquent balance. APS extended a payment arrangement to Ms. [redacted] allowing her to pay the delinquent balance of $412.56
on November 2, 2015.
 
An APS Credit Agreement
letter was mailed to Ms. [redacted] residence on October 20, 2015 confirming the
payment arrangement on the account.
I called Ms.
[redacted] on October 21, 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 [redacted]
 
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

October 29, 2015
 
 
 
Revdex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
 
 
Attn:  Dispute Resolution Consultant
 
Re:     Complaint ID No. [redacted] / Byron...

F[redacted]
 
 
Dear Sir or
Madam:
 
I have received
your letter dated October 26, 2015 regarding the complaint from Bryon 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 Mr. F[redacted]’s concerns regarding the activation of his solar
photovoltaic (PV) system. My investigation found that APS received a customer
application and installer application to install a PV system at Mr. F[redacted]’s residence
on July 8, 2015. Submitting a customer application is the first step in the
process of notifying APS of the future installation of a PV system. Typically,
once the customer application has been approved the customer will then work
with their installer to submit an installer application. The installer
application is an in depth application that shows the design of the PV system
and how it will interconnect to the grid in additional to their technical
details pertaining to the PV system. APS recommends customers and installers
not begin installing the PV system until the installer application has been
approved by APS. This is in an effort to avoid installers having to make
changes to an already installed PV system.
 
APS found that
Mr. F[redacted]’s solar installer ([redacted]) installed the PV system prior to the
time APS received the customer and installer application as APS received the clearance
from the municipality on June 25, 2015. The clearance indicates that the
municipality inspected and approved Mr. F[redacted]’s installed PV system.
 
APS approved Mr.
F[redacted]’s solar application in its entirety on September 17, 2015.
Unfortunately, APS did not install the appropriate meters at Mr. Finely
residence allowing him to activate his PV system until October 26, 2015.
 
I spoke with Mr.
F[redacted] on October 29, 2015 and apologized for the delay in installing the
appropriate meters at his residence. I advised him that APS will make the appropriate
monetary adjustment towards his account as if his PV system had been activated
on September 17, 2015. I committed to Mr. F[redacted] that I would reach out to him
again once APS had determined the amount of the monetary adjustment.
 
Again, thank you
for the opportunity to address Mr. 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 [redacted].
 
Sincerely,
 
 
 
Elizabeth M[redacted]
APS Consumer Advocate
Sr.
 
 
 
Cc:     Byron F[redacted]

I have returned the call from Ms. D[redacted] on 4/13/2016. Unfortunately, while speaking to her on my lunch break, I was interrupted with a work call and told her I would return her call. I did return the call...

shortly thereafter, however, was forced to leave a message as no one answered. I left my name and phone number in the message, and also explained that unless APS was willing to refund the charge above my normal bill, I would not want to be bothered with explanations. I did not receive a call back from Ms. D[redacted] as of the close of business on 4/13/16, and have not received any refund as of that time.

October 2, 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 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,
[redacted]
APS Consumer
Advocate
Cc:     [redacted]

October 8, 2015 RevDex.com
[redacted]
Attn:
Dispute Resolution Consultant
Re:
Complaint ID No. [redacted] / Khiry T[redacted]
Dear
Sir or Madam:
I
have received your letter dated October 2, 2015 regarding the...

concerns from
Khiry T[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 may know,
APS is a regulated utility and is bound by the rules and regulations approved
by the Arizona Corporation Commission (ACC). Through these rules and
regulations, we have established deposit guidelines that are uniform and fair
to all customers. These regulations state that APS may require a customer to
establish a security deposit to connect service in their name. It is important
to note that security deposits are returned to residential customers once the
account has had 12 months of service with no more than two late payments.
I have
investigated Mr. T[redacted]’s concerns and have found that he called APS on April
4, 2015 and requested to establish electric service at [redacted] APS required a security deposit of $160.00 be paid to
establish the service. Mr. T[redacted] never paid the security deposit so his
request for service was  not completed. A
new customer  established the service at
this address in their name on May 9, 2015. Erroneously, APS billed  Mr. T[redacted] a Service Establishment  Charge of $27.73 during the process of placing
the service in the new customer’s name. My investigation found that Mr. T[redacted]
has not contacted APS to question the Service Establishment Charge prior to
contacting the Revdex.com (Revdex.com).
I called Mr.
T[redacted] on October 5, 2015 to discuss his concerns and left a message for him.
At this time, he has not returned my call. Although I have not yet spoken with
Mr. T[redacted], I have removed the Service Establishment Charge that was assessed
in error. 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. T[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,
Traci D[redacted]
APS
Consumer AdvocateCc:
Mr. Khiry T[redacted]

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

Sr.
602-250-[redacted] Revdex.com1010 E. Missouri AvenuePhoenix, AZ 85014-4585Attn:    Conciliation & Engagement  SpecialistRe:     Complaint ID No. [redacted] I Lyssette R[redacted]Dear Sir or Madam:I have received  your  letter  dated  July 25, 2016  regarding  the complaint  from  LyssetteR[redacted] and appreciate  the opportunity torespond.At APS, we care about  our  customers  and we value  our relationship  with  them.  Being ableto resolve customer  issues amicably  is our goal and when any problem  arises, we work hard to resolveit.I have   investigated  Ms.  R[redacted]'s   concerns   regarding   the   activation  of   her   solar
photovoltaic  (PV)system  and 
found  that  APS has not  yet  received  a solar  application
from her or her installer. Submitting a solar application  is the first step in the process of notifying APS of the  future  installation of a PV system.  Typically,  the  solar application
will  consist  of  a customer  application  containing   the  customer's  information and  the installer  application  which  is an in  depth  application  that  shows the  design  of the  PV system  and  how  it will  interconnect to  the  grid  in  addition  to  other  technical  details pertaining   to  the  PV system.   APS recommends  customers   and  installers   not  begin
installing  the PV system  until  the solar application has been approved  by APS. This is in an effort  to avoid installers  having  to make changes to an already installed  PV system.My investigation found that  although  a solar  application  had not  been received  on Ms.
R[redacted]'s behalf, APS received  the city  clearance  directly  from  the  municipality on July 21, 2016. The city clearance indicates that the municipality inspected and approved Ms.R[redacted]'s installed PV system.I spoke  with  Ms. R[redacted]on July  26, 2016  and  she confirmed  that  her  solar  installer,
[redacted], had installed  her  PV system  several  weeks prior.  I advised  Ms. R[redacted]that APS would  be happy  to  review  her  solar  application  and  allow  her  to  active  her  PV
system, however, APS would need to receive her solar application  first.  Ms. R[redacted]was surprised  to hear that  APS had not  yet  received  her solar application  as she assumed her  solar  installer  had  already  submitted it. I encouraged  Ms. R[redacted]  to  contact  her installer  and recommend  that  they assist her in submitting the solar application  as soon as possible.  Ms. R[redacted]was thankful  for the information I provided  and committed  to contact her solar installer. Again, thank  you  for  the  opportunity to  address  Ms. R[redacted]'s  concerns.  Should  you have any questions  or if Imay  be of further assistance, please feel free to contact  me directly  at (602)  250-[redacted].

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

November 10,
2015
 
 
 
RevDex.com
4428 N. 12th
Street
Phoenix, AZ
85014-4585
 
 
Attn:   Dispute Resolution Consultant
 
Re:     Complaint...

ID No. [redacted] / Darion W[redacted]
 
 
Dear Sir or
Madam:
 
I have received
your letter dated November 4, 2015 regarding the concerns from Darion W[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. W[redacted]’s concerns and have found that he established electric
service at [redacted] in [redacted] on December
12, 2014. The service remained on in Mr. W[redacted]’s name until February 10, 2015
when the service was disconnected for non-payment and a final balance of
$266.86 was left on the account.
 
On February 11,
2015, Mr. W[redacted] called APS and stated he had moved out of the residence on
January 28, 2015. APS advised Mr. W[redacted] that he had not contacted APS to
request to disconnect the service. Therefore, the service remained in his name
until the account was disconnected on February 10, 2015 for non-payment. APS
further explained to him that there was a final balance owing of $266.86 on his
account. Mr. W[redacted] disputed the charges stating he had called APS on January 26, 2015 to disconnect the electric
service. APS advised him there was no record of his call. APS offered to establish
a payment arrangement with Mr. W[redacted] on his final balance. Mr. W[redacted] refused
and stated he would call APS back with proof that he had called APS and
requested his electric service to be disconnected in January 2015. Mr. W[redacted]
did not contact APSagain. The final balance remained unpaid and was reported to
the [redacted]s as such.
 
 
 
 
I attempted to
speak with Mr. W[redacted] on November 10, 2015 and he was not available. Therefore
and per his request in his complaint, I spoke with his aunt; Chantel B[redacted]. Ms.
B[redacted] questioned the validity of her nephew’s outstanding balance in the amount
of $266.86. I advised her that the charges were valid. I stated that APS had not
received a payment towards his account the entire time Mr. W[redacted] had service
in his name. She inquired if his [redacted] report would be updated once the outstanding
balance was paid in full. I advis her that his [redacted] report would be updated once
his account was paid in full. She then asked if the APS entry could be removed
from his [redacted] report entirely. During the process of me verifying this, the
call was disconnected. I called her back and left a message advising her that APS
would be willing to remove the APS entry from her nephew’s [redacted] reort once
the outstanding balance was paid in the spirit of customer service.
 
At APS, we do not wish to affect our
customers’ [redacted] rating unjustly and we do not wish to be punitive in our
[redacted] reporting.
 
Again, thank you for the opportunity to
address Mr. W[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
 
 
Cc:     Mr.
Darion W[redacted]

APS's response has been submitted via email to: [email protected] and by U.S. mail. Due to the change in the application APS's response does not fit into the 2000 character
limit.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

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