Arizona Public Service

Review: I had a photo-voltaic system installed on my house by [redacted] on July 1, 2014. The City of [redacted] inspected and approved the installation on July 3, 2014. It is now October 15, 2014 and I am still waiting for APS to install the meter and allow me to connect my system to the grid. Every time I call APS or [redacted] I'm told it will be another 2 weeks max., but it never comes.Desired Settlement: Install the meter and tell me I can activate my system. I've already missed the entire summer when I would get maximum output from my solar system and I could have offset the cost of air conditioning.

Business

Response:

Dear Dispute Resolution Consultant: I have received your letter dated October 16, 2014 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 Mr. [redacted]’s concerns and have found that APS received a partial customer application to install a solar photovoltaic (PV) system at his residence on June 2, 2014. The remaining documents required as part of Mr. [redacted]’s customer application were received on August 20, 2014 and approved by APS on August 25, 2014. Typically, once a customer application has been approved the customer will work with their solar installer to submit an interconnection application. The interconnection application 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 interconnection application has been approved by APS. This is in an effort to avoid installers having to make changes to an already installed PV system. In addition to the customer application and interconnection application, APS requires other necessary documents including a city/county clearance and an installer checklist before an APS inspection can be performed on the customer’s PV system. As of October 20, 2014, APS has reviewed and approved all but one document. APS declined the installer checklist document as it was not completed correctly. APS notified Mr. [redacted]’s installer of the corrections required and as of today, the corrected installer checklist has not been received. I spoke with Mr. [redacted] on October 22, 2014 and advised him of the corrected document needed before APS can inspect his PV system and authorize it to become operational. Mr. [redacted] stated he will contact his solar installer and encourage them to submit the corrected installer checklist as soon as possible. Again, thank you 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 ###-###-####. Sincerely, [redacted]APS Consumer Advocate Cc: [redacted]

Review: I moved cancel service and canceled my auto pay I have a email confirming cancelation of the auto pay. Today aps took auto pay from my bank without permission and now my bank account is going to go negative. I called their customer service where I was treated rude and tools is not their problem.

Copy of the email

AutoPay Removal - Account Closed

We have removed your Account #: [redacted], from AutoPay. Since your account is now closed, we won't debit any future payments.

Any payments scheduled and pending prior to your removal request will remain active. To review, modify or delete pending payments, login to aps.com with your username and password. Then select Payment Options and Scheduled Payments.

Please notify us if your email address changes so we can keep your account up to date.

Update your email address.Desired Settlement: I want the funds reversed to my bank and final bill sent to my foward mail address as previously agreed. Also I want reimbursement of any and all over draft charges to my bank due to the illegal withdrawal from that account.

Business

Response:

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

Review: I had service at another address when I did hte transfer they never processed the transfer nor contacted me about the transfer. When my electric was not turned on I contacted APS and the operator told me that my service at the old address was turned off monday and that my $250.00 deposit was applied to the billo and I no longer owed anything on that account and because they did that I needed to open another acount with $174.00, because this was not communicated we sat int he other apartment with out electric for 3 days so I could come up with the new depsoit. then I get a disconnect noitce I call APS who tell me know that my other account had a balance of $ 239.19 and that I need to come up with that not to be disconnected. When I tried to make an arrangment as to my pay days I was told they could only go out to the 2nd of january even if I paid half on Dec. 20th. I was told that even if I paid half on the 20th that the lights would be turned off on the 2nd. this is not the first time I have dealt with their shady customer service, however if I had 70.00 today to put on the account he could hold the account for the 10th for the other half of the money.

1st I am told my $250.00 depoit from the last place was making my account zero

2. I was told putting a new deposit at the new address a new account not a trasnfer, which was what I had orginally requested.

3 now I am being turnd off again in the cold with children..

this company is a joke and if I could use SRP and not APS I would since APS is a rip off and lie all the time.

They should not be able to treat people like this. I have never had a company totally stress me out the way they do and many other people I have talked too.Desired Settlement: to be able to pay that balance I the payment I requested and to have my deposit then returned to me for the fact it did not Zero out my bill and putting the new depoit was not right since it was not a new account and money was carried over for the other account. which is double dipping.

Business

Response:

I have received your letter dated December 14, 2013 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. 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, APS begins 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 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]’s concerns and found that she established electric service at [redacted] in Phoenix on June 17, 2013. On November 15, 2013, Ms. [redacted] submitted a request via the APS website to connect service at [redacted]. APS responded to Ms. [redacted] via email advising her the delinquent balance on her account would need to be paid prior to connecting service at a new address. Later that day, Ms. [redacted] contacted APS to disconnect the service at her current residence on November 18, 2013 and confirm her request to connect service at her new residence. APS scheduled the disconnect as requested and advised Ms. [redacted] the service could not be connected in her name at her new residence until her delinquent balance is paid. Additionally, APS explained to Ms. [redacted] that if the delinquent balance is not paid prior to November 18, 2013 her security deposit of $250.00 would apply towards her final bill and a new security deposit would be required to establish service at her new residence. On November 18, 2013, APS disconnected the service as requested and applied the security deposit towards the account balance. A final bill was issued in the amount of $187.76, which included a past due balance of $105.62. The following day, Ms. [redacted] called APS to connect the service at her new residence. APS required a security deposit of $145.00 be paid prior to connecting the service. Ms. [redacted] paid the required deposit and APS connected the service the following day. On December 3, 2013, APS mailed a shut off notice to Ms. [redacted]’s new residence. The notice advised her the delinquent balance of $105.62 needed to be paid by December 12, 2013 or the electricity would be disconnected for non-payment. No response or payment was received so APS delivered a door hanger notice to the residence on December 13, 2013. Ms. [redacted] called APS and questioned why she received the door hanger notice. APS advised Ms. [redacted] of the delinquent balance on her account. APS offered to establish a payment arrangement allowing her until January 2, 2014 to make a payment and Ms. [redacted] declined the offer. APS received a payment of $108.00 towards Ms. [redacted]’s account on December 17, 2013. As of today, Ms. [redacted]’s service is no longer in danger of being disconnected for non-payment. I called Ms. [redacted] on December 19, 2013 to discuss her concerns and left a message for her. I will be happy to discuss Ms. [redacted]’s concerns if she would like to contact me at ###-###-####. Again, 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 the telephone number listed above. Sincerely,[redacted]APS Consumer Advocate

Review: APS is not allowing payment via credit card or checking account due to their website issues. Their website appended the wrong account information for payment. They are holding me liable for their wrong doing. I've spoken with their customer service and they won't accept payment from me now accept through cash or a cashier's check. I tried to rectify the situation that is their fault but they will not accept it. Very poor customer service.Desired Settlement: Continue payments via credit card with auto-pay option.

Review: I received a phone call from aps on 10/28/2014 at 9:17 am, but missed the call. An automated system left a message stating there was in issue with my payment. I returned APS's call at 10:03 am to confirm that there had been an issue with my payment. They told me they would not accept any payment over the phone and that I would have to make a cash payment in the aps office or at a pay station immediately. I promptly left work (NOT happy about having to do that) and pulled out $310 in cash(I wanted to make sure I had enough to cover the $308.76) from my finical institution to make the requested payment. I then proceeded to the aps office, stood in line, and made my payment. (The lady at the counter was very friendly and she actually informed me about the fee. She gave me info on a home efficiency test and ways to lower my bill and explain to me the if there was an error with the payment to just call in and it would be taken care of).

On 10/21/2014 I requested a payment of $308.76 for aps electrical services to be posted to my checking account on 10/22/2014 for payment of services rendered. I received the e-mail confirmation for this request on 10/21/2014 at 9:50 pm. The e-mail stated, "Bank approval and funds transfer will occur within 4 business days of the payment date."

This payment was to be coming from my checking account in the form of an electronic check payment. I received an e-mail on 10/22/2014 at 5:42 am confirming that this payment had posted to my aps account. My checking account ending daily balance for 10/22/2014 was $1,277.02. Which was more than enough to cover the amount owed. Assuming aps meant 4 business days, this would put the payment coming out no later than 10/27/2014. My ending balance for my checking account on 10/27/2014 was $317.85, once again more than enough to cover the amount owed to aps.

If aps had indeed meant 4 days, that would put the payment coming out no later than 10/26/2014. My ending balance for my checking account on 10/26/2014 was $497.85, again, more than enough to cover the amount owed. At no point in time did I not have the agreed upon funds in my checking account. I have spoken with my financial institution on 3 separate occasions; twice with an aps representative on the line and this is notated on my aps and financial institution accounts, and they have verified these balances and dates. My bank never returned the payment because they claim to have never received the request. They stated they had no record of the payment being requested or denied for insufficient funds.

My bank states that they would be more than happy to credit me for the fee if they had a record of the payment being requested and being returned to aps, but they have no such record.

Aps states that since my financial institution returned the payment as non-sufficient funds, that they will not credit me for the fee unless my financial institution provides documentation showing a bank error. My bank is unable to provide this documentation as there is no record of this transaction on their side. I requested that aps just credit me for the $16.72 fee in good faith since the fee was generated by no fault of my own and my bank had no record of this returned check payment. That as a valued aps subscriber they could see the situation and take care of me as a valued customer for a situation I had not been put in by my own doing or choice.

I called aps about this issue on 10/29/2014 and after speaking with 1 very unhelpful aps agent, I finally got to [redacted] whose schedule is 9:30 - 8:00pm wed - sun. (She actually offered to follow up with me tomorrow to see if I had made any progress on the issue as she truly understood what had happened but could only do what her manager would allow her too.)

[redacted] is the one who offered to actually wait on the phone line with me to help explain the situation to my bank and was EXTREMLY helpful and I believe she really did try her best to resolve the situation, but after speaking with my finical institution twice and speaking with her supervisor twice, the best solution she was able to come up with was to credit me for half of the fee.

I don't not accept this as a valid solution and I don't think I should pay for a fee that wasn't my fault. (Both the APS agent and my financial institution agreed upon that fact if nothing else.) Both APS and My financial institution will have records and notations of these conversations, which all occurred on 10/29/2014

I therefore, I should not be liable for the said return check fee as I had the money in my checking account and followed all the appropriate instructions and guidelines per aps for making the payment.Desired Settlement: I would like to be refund $16.72 for a return check: non-sufficient funds fee that was charged to my aps account and for the history of the returned payment to be removed from my aps account.

I had the money in my account and available for APS to take, its not my fault that the fee was charged so it should not be my responsibility to pay the fee.

Business

Response:

November 5, 2014

Attn: Dispute Resolution Consultant

Re: Complaint ID No. [redacted] / [redacted]

Dear Dispute Resolution Consultant:

I have received your letter dated October 30, 2014 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.

As you know, APS is a regulated utility and as such, is bound by the rules and regulations approved by the [redacted]). That said, APS works hard to balance the need for these rules and procedures while attempting to provide the highest possible quality of customer service.

My investigation found that on October 22, 2014, Mr. [redacted] made a payment of $308.76 towards his APS account utilizing the Company’s website. The payment in the amount of $308.76 was returned by his financial institution due to insufficient funds on October 27, 2014. As a result and in accordance with APS’s approved rules, Mr. [redacted]’s account was billed a returned check charge.

I contacted [redacted] on October 30, 2014 to discuss his concerns. Mr. [redacted] explained to me that he spoke with his financial institution on multiple occasions and they advised him they did not have record of the request for payment from APS. Mr. [redacted] stated that had APS submitted the payment of $308.76 to his financial institution, the payment would have cleared his bank account as he had sufficient funds available. In the spirit of customer service, I offered to remove the returned check charge if he provided credible documentation reflecting that the funds were available at the time he submitted his payment on the APS website.

Later that day, Mr. [redacted] provided me documentation supporting the sufficient funds in his account. Therefore, I contacted Mr. [redacted] on October 31, 2014 and I advised him I removed the returned check charge from his APS account. Mr. [redacted] was appreciative to have the charge removed from his account.

Again, thank you 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 ###-###-####.

Sincerely,

APS Consumer Advocate

APS has many barriers to helping customers pay bills on time and this is due largely in part to their warped philosophy on human behavior. They ask you to pay more money when you are in a financial hardship. Yes, so you can't make general payments on time due to financial hardships and then they require you pay more in through a 200-300 deposit on top of your bill, that you can't already pay. They threaten to shut off electricity if the deposit is not made.

Second, I have an account with my wife's name on it. I can call the ###-###-#### number, get all sorts of information, including last payment received, next bill amount and I can even confirm and make a payment with her credit card. But when I asked to speak to a representative and a supervisor for an exact due date, they told me they can't give me specifics about the account!!! Ha can you believe this? This is on top of my wife having on record giving me permission in the past to circumvent this horrible process. May I suggest trying to make it easier to pay bills for the customers and I can guarantee you will get your money on time and will see positive changes financially. APS has this distorted power and control issue and old school bullying policies in attempts to punish you or make you work harder to pay your bills. Who is running this place? If there was competition APS would drown because from a management side they are outdated.

I called the call center for APS, and revived the worse experience I have ever had. I tried to recive a credit for return check fee, the had accrued into my account. The reps. Where rude and a superviser hung up on me and I was transfer four different times until I finally gave up. The return check fee was charged because my bank acct number didn't come up, when I pay through the IVR every single month. It has been the worse costumer service in my life, extremely unprofessional.

Review: APS has too many fees associated with its monthly billing: CUSTOMER ACCOUNT CHARGE; DELIVERY SERVICE CHARGE; ENVIRONMENTAL BENEFITS SURCHARGE; SYSTEM BENEFITS SURCHARGE; METERING; METER READING; BILLING; LFCR ADJUSTOR; FRANCHISE FEE; REGULARTY ASSESSMENT, plus the applicable taxes. I don't understand why I am charged to have my electricity metered and read considering my meter is automatic. Inasmuch, I am charged for billing, delivery service charge, LFCR adjustor (whatever the hell that is), supply adjustment, system benefits charge, etc and I have no idea what the hell the charges are. Regardless, the addition of the ridiculous charges added another $69.00 to my bill for June.

APS charges too many illegitimate charges without proper explanation.Desired Settlement: I want a detailed explanation of charges. If one cannot be provided I want the charges PERMANTENTLY removed from my monthly billing!!!

Business

Response:

Re: Complaint ID No. [redacted] / [redacted]

Dear Ms. [redacted]:

I have received your letter dated July 2, 2013 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.

As you know, APS is a regulated utility and as such, is bound by the rules and regulations approved by the Arizona [redacted]). That said, APS works hard to balance the need for these rules and procedures while attempting to provide the highest possible quality of customer service.

I would like to start by providing you with an explanation of why APS bills appear in the format that they do. As a result of an agreement reached with the Arizona [redacted], APS began itemizing customer bills on April 1, 2005. The itemized format provides customers the ability to view a detailed breakdown of their bill. These charges have always been a part of a customer’s bill but prior to April 1, 2005 were “bundled” in the price per kWh.

I spoke with Mr. [redacted] on July 8, 2013 and advised him that I have looked into his concerns. I provided Mr. [redacted] a detailed explanation of the line items in question. I also agreed to send Mr. [redacted] this information in writing. Mr. [redacted] stated he has a clear understanding of each item but feels that APS should absorb the cost for each of the items not the customer. Mr. [redacted] expressed interest in installing solar at his residence. I provided Mr. [redacted] with APS’s Green Team contact information if he chooses to pursue solar installation.

Again, thank you 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 ###-###-####.

Sincerely,

APS Consumer Advocate

Cc: [redacted]

Review: I used to have services at [redacted], we had moved out in the middle of august due to our apartment roof leaking, and them not having another apartment to put us into that was compard to ours, so we ended up moving, I left services on until the end of aug, 2009 so we could move our stuff and clean, we had moved to [redacted] into a family members trailer until we could get the money to move becuase of the short notice, in the middle of september I got a bill still showing service, and I called to ask them why it wasnt shut off they said it woudlnt be shut off but transfered back into the apartments name, and that I would not continue to get billed, well I did from sept, all the way till oct. 2009, in the amount of $240.84. I called back in to talk to them about this, and they said I need to provide proof we did not live there so we did and that wasnt good enough either, still to this day I am still fighting with them to fix it, I have also been denied a house because of this reporting on our credit, (my husbands as well) and we have just $5000 towards the purchuse of a new home, something needs to be fixed and now. before I start legal action. I Have been calling in the last few days to get this resolved and now iam being told iam harrasing them becuase they keep disrepceting me and hanging up on me and telling me to call the acc well I have done that to as of today, if this is not fixed in a proper time frame I will take any and all legal action against the company and everyone involved.Desired Settlement: They need to adjust the bill they claim me we owe and make it a zero balance, and remove it from mine and brandon garmans credit report, or I will take it to court, and sue for the moneys I have lost with the house, if they fix it, I will call it even with a letter stating what they have done so I can take it to my mortgage company and get it going again we have 45 days to get this fixed or we loose everything.

Business

Response:

July 2, 2013 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585 Attn: [redacted] Re: Complaint ID No.[redacted] / [redacted] Dear Ms.[redacted]: I have received your letter dated June 26, 2013 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 regarding the APS entry that appears on her credit report. My investigation found that Ms. [redacted] established electric service to her residence at 3040 E. Shea Boulevard Unit 1079 in Phoenix with [redacted] on June 9, 2009. Electric service remained on in their name until Ms. [redacted] contacted APS on September 19, 2009 and requested the service be taken out of their name on September 30, 2009. As requested, APS removed the service from Mr. and Ms. [redacted]’s name on September 30, 2009 and an outstanding balance of $240.84 was left on the account. APS mailed notices to Mr. and Ms. [redacted] on October 17, 2009 and on November 18, 2009 encouraging the outstanding balance be paid to avoid future collection activity. As this balance remained unpaid for over 60 days, APS reported the delinquency to the credit bureaus. Ms. [redacted] contacted APS on November 28, 2012 and explained her mortgage lender performed a credit check and advised her of the APS entry on her credit report. Ms. [redacted] disputed the outstanding balance as she stated she had moved out of the property long before September 30, 2009. APS advised Ms. [redacted] of her telephone call on September 19, 2009 requesting the electric service be taken out of her name on September 30, 2009. Therefore, APS would hold her responsible for the energy usage through September 30, 2009. Ms. [redacted] stated she would take legal action against APS. On December 17, 2012, Ms. [redacted] spoke with APS again and stated she had proof she moved out of the residence in August 2009. APS recommended Ms. [redacted] contact her landlord at that time to see if they were willing to accept responsibility for the energy used during the time she did not live at the property. If her previous landlord was willing to do so then APS could make the appropriate adjustment to her account. Later that day, APS received correspondence from [redacted], Ms. [redacted]’s prior landlord, stating she vacated the property on August 31, 2009. However, it did not state they were willing to assume responsibility for energy used after that time. Therefore, no adjustments were made to Ms. [redacted]’s account. On June 24, 2013, Ms. [redacted] began contacting APS repeatedly and making threats against the company. Due to the number of times Ms. [redacted] was contacting various departments within APS and the manner of which she spoke to APS, the company was granted an Injunction [redacted] against Ms. [redacted]. Ms. [redacted] was served the Injunction [redacted] In the spirit of customer service, APS continued its research into Ms. [redacted]’s concerns and contacted [redacted]. APS spoke with an authorized agent for the apartment complex and confirmed Ms. [redacted] vacated the property on August 31, 2009. Additionally, [redacted] agreed to take responsibility for the energy used during the month of September 2009. This reduced Mr. and Ms. [redacted]’s outstanding balance from $240.84 to $116.93. Due to the injunction against Ms. [redacted], APS is unable to speak directly to her. Therefore, APS mailed a letter to Ms. [redacted] on July 1, 2013 advising her of the reduced outstanding balance and APS’s offer to remove the APS entry from her credit report once the outstanding balance is paid in full. Again, 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 directly. Sincerely, [redacted]APS Consumer Advocate Cc: [redacted]

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

they have not changed amount on our credit report, there refusing to correct the amount that is really owed, and I will not tollorate the discrimantaion the company is doing, they have lied making false reports, putting a restraining order on me because I said I will sue them, that is not against the law, and after all this if it is not fixed and the restraing order is not lifted, I will personally start to sue the company and each person involved, It is not against the law to tell them iam going to sue, It is my right, and there is nothing in arizona law that states I cant, Also they want to try and BAND me from family members houses because they are in aps, I dont think so. that is against the law and discrimnation, they need to fix what they have done, and the slander of my name will not be tolerated anymore by this company,They are demanding payment as well but yet I cant contact them to make the payment nor will I make the payment until this is all fixed, the company does not controll me like they are trying in the other responce back. so again I will noty continue to play these games with these people anymore.They have 10 days from today to have it lifted or legal action will be started, and no I will not be hiring an lawyer, I can represent my self, as iam in law school. and I have everything including past bills to prove they are playing games,

Business

Response:

July 25, 2013 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585 Attn: [redacted] Re: Complaint ID No. [redacted] / [redacted] Dear Ms.[redacted]: I have received your most recent letter dated July 19, 2013 regarding the complaint for [redacted] and appreciate the opportunity to respond. I am disappointed that Ms. [redacted] feels APS has discriminated against her. APS has gone above and beyond by contacting her prior landlord at [redacted] in Phoenix to confirm she vacated the property on August 31, 2009. Additionally, APS made the appropriate adjustments to her account as her prior landlord accepted responsibility for the energy used during the month of September 2009. Therefore, Ms. [redacted]’s final balance decreased from $240.84 to $116.93. APS has contacted the credit bureaus and asked them to update their records by correcting the amount owed to APS. Please keep in mind that it normally takes 60 to 90 days for the credit bureaus to update their records. Contrary to Ms. [redacted]’s complaint, APS has not banned her from visiting her family members’ homes and she is able to make a payment to APS utilizing the APS website, the automated phone system or by mailing in a payment. Furthermore, APS was lawfully granted the Injunction [redacted] against Ms. [redacted]. That said, she has the right to appeal the injunction. Again, thank you for the opportunity to address this matter. Sincerely, [redacted]APS Consumer Advocate Cc: [redacted]

Review: APS is reporting a delinquent balance of $207.00 including a 60 Day Delinquency, 90 Days Delinquency and 120 Day Delinquency marks from July, August and September of 2010 on my credit report(s) with [redacted] I have contacted them several times to try and resolve this matter to no avail. On 2/5/16 I asked to speak with a manager and my request was denied by the representative. First, I do not agree that I owe this balance. I never received a statement from APS regarding the balance. Nor was I informed when requesting disconnection of service in May of 2010 that there was a balance owed at that time. APS has stated that statements were "emailed" however can not provide me with the email address those statements were sent to. They can not provide me with the address that "paper statements" were mailed to. If had known about a balance I would have paid it on time. I moved out of the residence, cross country, 3000 miles. The US Postal Service forwarded my mail for a full year. I received numerous other mailings just fine and updated my address as needed with different companies. I am a single father of 3 boys, I receive no support from their mother. I don't ask for nor receive public assistance. I'm doing things right. I am trying to buy a home for my kids and I and this single account is preventing that.Desired Settlement: To resolve this matter quickly I would pay this balance in full, if APS will agree in writing that once they receive payment for the balance, that they will correct the information they are reporting to show that the account was never late, removing the collection/default status and associated 60/90/120 day delinquencies since I never received bills or statements for the balance which is required under the Fair Credit Billing Act. Since they are the ones reporting the information under the Fair Credit Billing Act and Fair Debt Collection Practices Act they are legally allowed to make these changes.

Business

Response:

Dear Sir or Madam: Due to the recent change in the application and character limit, APS's full response is attached and submitted through U.S. mail.Again, thank you for the opportunity to address Mr. [redacted] concerns. Should you have any questions of if I ,ay be of further assistance, please feel free to contact me directly. Sincerely, Traci D[redacted]APS Consumer Advocate

Consumer

Response:

[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 have attached a copy of the payment confirmation showing the payment was made on the account in the agreed upon time frame on 2/12/16. However, as of today 2/20/16 there has been no change on any of the 3 Credit Bureaus. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved

Regards,

Review: I have been in the process of trying to add solar to my home. I started the process in September 2015 with Solar City. They installed the panels in October 2015. My packet of information went to APS in November 2015 and APS officially received it on December 4, 2015. I was told from that date it would take 90 days for the installation of the meter that allows me to turn on the Solar City equipment. I spoke to APS last week on 2/3/2016 to check on the status of my installation and was told that APS is only working on requests from October 2015. The representative had no information or answer regarding when I could expect installation. It is not like APS is not going to continue to earn money from me, hopefully it will just be less. I feel like APS is taking their sweet time completing the installation of their meter. I understand that APS is stating that they are "overwhelmed with solar installations". Then third party companies should be allowed to install the meters if APS cannot do the work in a timely fashion. Waiting 90 days is ridiculous in this day and age. As part of their delay tactics, once APS was notified that I was going to have solar installed, they offered me the opportunity to join their solar program and save $360 a year. Thank you for any assistance you can provide in helping to get APS to install the meter this month.Desired Settlement: I want APS to install the meter.

Business

Response:

Dear Sir or Madam:

I have attached a copy of APS’s response to

[redacted]s concerns for your review.

Please let me know if you have any

questions.

Thank you,

Elizabeth M[redacted]

APS Consumer Advocate Sr.

Review: [redacted] lived in the front property at [redacted] with my daughter and 3 children . [redacted] moved out on july 13th 2013 and the utilities were in his name . I live in the rear house with my husband . The electric was turned off without us knowing july 24th . My grand kids have no electric now with temps over 100 degrees . I called APS and asked them if I could put the electric in my name . They said yes with 345.00 deposit . I told them okay I will do that for my grand kids . After work I went to pay the deposit and aps told me I needed 345.00 plus 823.00 of [redacted]'s bill. I asked them why do I have to pay someone's else's bill . They said since the kids live there I have to pay it . Well we don't have that kind of money ,I worked in [redacted] and had my hours cut to 35 hours for the summer . I want to know why I can't turn my electric on ,My daughter moved in that front house so the grand kids can be watched while she works and goes to school and is a single mother with a dead beat ex husband never paid child support ,. Can you guys help?Desired Settlement: To have electric on with a deposit without having to pay someone else's bill

Business

Response:

August 2, 2013

Revdex.com

Attn: [redacted]

Re: Complaint ID No. [redacted] / [redacted]

Dear Ms. [redacted]:

I have received your letter dated July 27, 2013 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.

As you know, APS is a regulated utility and as such, is bound by the rules and regulations approved by the Arizona Corporation Commission (ACC). That said, APS works hard to balance the need for these rules and procedures while attempting to provide the highest possible quality of customer service.

My investigation found that on October 31, 2012 Ms. [redacted]’s son, [redacted], established the electricity in his name at both properties (front and rear) at [redacted] in [redacted]. On July 11, 2013, Ms. [redacted] called APS and placed the electricity at the rear home in her name. She stated she would call at a later time to place the front home in her name also as her daughter still resides there.

APS did not receive a request from Ms. [redacted] or her daughter to place the electric service for the front home in their name. Therefore, the electric service was disconnected for non-payment due to [redacted]’s delinquent balance on July 24, 2013. Ms. [redacted] called APS to reconnect the service in her name and APS required a security deposit of $345.00 and her picture identification and a copy of her lease agreement be shown in an APS office.

On July 25, 2013, Ms. [redacted] went to the local APS office to pay the security deposit and show her picture identification. She also advised APS she has lived at the property since April 2013. Therefore, APS required [redacted]’s final balance of $823.08 be paid to connect the service.

I spoke with Ms. [redacted] on July 31, 2013 and she confirmed she and her husband reside in the rear home and her daughter and her daughter’s three kids reside in the front home. She stated her son, [redacted], moved out of the property and they had no idea the service was going to be disconnected for non-payment. I advised Ms. [redacted] I was willing to establish a payment arrangement with her on the security deposit and a portion of Mr. [redacted]’s final balance, however, an immediate payment of $391.63 would need to be paid towards her son’s final balance. I advised Ms. [redacted] that $391.63 of her son’s final balance were for charges for the rear home. Ms. [redacted] was appreciative of my offer and agreed to make an immediate payment of $391.63 towards her son’s account. Additionally, she agreed to pay the security deposit of $345.00 on August 9, 2013 and the remaining final balance on her son’s account by August 30, 2013.

APS received Ms. [redacted]’s payment of $391.63 on July 31, 2013 and connected the service that same day as the property is equipped with a meter that can be remotely connected.

Again, 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 directly at ###-###-####.

Sincerely,

APS Consumer Advocate

Cc: [redacted]

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Claudia Sharp-binnert

Review: My sons account is reporting on my credit report, he is a JR I am a SR. The company has failed to correct the issue.Desired Settlement: Delete the collection from my credit report.

Business

Response:

June 3, 2013

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

Attn: [redacted]

Re: Complaint ID No. [redacted] / [redacted]

Dear Ms. [redacted]:

I have received your letter dated May 30, 2013 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 Mr. [redacted]’s concerns and found that a caller representing himself as [redacted] telephoned APS on March 13, 2007 to request electric service at [redacted]. APS obtained appropriate information to assure we were dealing with the Customer of record and required a security deposit.

Additionally, a caller representing himself as [redacted], **. telephoned APS on March 19, 2007 and requested to add his name to the application with Mr. [redacted] (**.). Service began in both names on March 30, 2007. Electric service continued in both names until it was requested to be disconnected on September 20, 2007. After APS applied the security deposit, a balance of $391.06 remained outstanding. APS received a payment of $5.00 on August 10, 2009 so the outstanding balance has been reduced to $386.06.

APS took appropriate information and had every reason to believe we were dealing with both [redacted] and [redacted], **. Therefore, APS will continue to hold both parties responsible for the outstanding balance. The account has been properly reported to the credit bureaus as an unpaid balance.

I called Mr. [redacted] on June, 3, 2013 to discuss his concerns and left a message for him. At this time, he has not returned my call. I will be happy to discuss Mr. [redacted]’s concerns if he would like to contact me at ###-###-####.

Again, thank you 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 at the telephone number listed above.

Sincerely,

APS **. Consumer Advocate

Cc: [redacted]

I move back to AZ and open service with APS I go to the local office here in Yuma and pay my $250 deposit in cash. All is well for a few days, my service is then shut off for no apparent reason. My food spoils in the fridge as I am away and do not notice the power has been off for a couple of days or several hours (I am away from my home)I call APS to find out what happened and and I am made aware that an error occurred on their part and my power was accidentally shut off, no exact reason why it was shut off. It is turned back on and I receive a letter in the mail giving me instructions on how to file a claim for the spoiled food. A week later I receive a check from APS for $250, no note just a check so I believe this to be my refund for my deposit due to my inconvenience for my spoiled food and I deposit the check into my account. Today I check and the check I received from APS has been returned. I call APS to find out what the issue is and I am told that because they shut me off and had to reopen another account their system automatically sends out a refund check, but I should have been told when I called when services were off that the check was not valid.

First of all I had 2 bad experiences in less than a month with this company. They are the only electrical service provider in the area, so no other choice, but to stay with them if I want electrical services. Their lack of respect and communication with their customers now leaves me with a returned check, returned check fees and possible returned checks for other items I paid with my bank account.

Review: For the second time in about a month and a half APS has disconnected out power.

We are not behind on our bill, it is current and just barely came out less than a week ago.

APS did the exact same thing around January 6th of 2015 as well as January 5th of 2014.

Both times before they claimed we owed them a deposit fee we were never made aware of and disconnected our power.

Again NOT because we were behind on our bills or had not paid them but because they CLAIMED we owed them an ADDITIONAL deposit over the one we initially put dow when we started out service.

In 2014 they applied the additional "deposit" they required us to pay before they would turn our power back on to our bill making our bill positive almost 400 dollars.

This year when the disconnected our power, again for the exact same reason as exactly a year ago almost to the day, instead of turning the power back on and dropping the fraudulent "deposit" they said we didn't have to pay 400 this time just 200 but because they had waived our deposit fee last year they couldn't possibly do it again this year.

AGAIN we WERE and ARE current on our bill, APS is disconnecting our power because they allege we owe a fraudulent and made up deposit we were once AGAIN NEVER NOTIFIED OF.

I do not know how this is legal.

I have absolutely no recourse as this is the only electric company there is to use.

They monopolize that service area.

I do not have an option of using SRP which I would prefer 100%, or the city of gilbert or any other providers as their are no other providers in the 1 square mile area.

They continue to harass us for no reason and subject my family, my children, and I have infants and toddlers in the home not to mention the other young adults and adults as well to this harassment.

The fact that APS has been allowed to continue to harass and bully people is unbelievableDesired Settlement: I would like a billing adjustment, or rather a billing credit in the amount of APS's fraudulent deposit fee.

I would like an alternate service provider to be supplied by APS at APS;s expense.

The area I am located in is 1 square mile where only APS is the service provider. If you go a half a mile in any direction from my home SRP is the service provider, so it is both possible and feasible for SRP to be our service provider as well.

Business

Response:

I have received your letter dated February 4, 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 is a regulated utility and is bound by the rules and regulations set forth by the [redacted]). Through these rules and regulations, we have established security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a customer to establish an additional security deposit if the account becomes delinquent in the payment of two or more bills within a 12 month period or has disconnected for non-payment. In accordance with these rules and regulations, APS determines a residential security deposit amount based on two times the average in the previous 12 months. I have investigated Ms. [redacted]’s concerns and have found that she established electric service to her home located at [redacted] on February 26, 2011. APS required Ms. [redacted] to pay a security deposit of $335.00 to establish the service. Due to multiple delinquent payments received on Ms. [redacted]’s account, APS mailed a letter to her residence on November 5, 2013 encouraging her to keep the APS account current in order to avoid the need for an additional security deposit as the existing deposit was no longer sufficient to secure her account. APS received another delinquent payment the following month. Therefore, APS mailed a letter on December 10, 2013 informing Ms. [redacted] that due to another delinquency on her account, an additional security deposit of $400.00 was required and due on December 24, 2013. Ms. [redacted] failed to pay the additional security deposit due so APS delivered a door hanger to the residence on December 26, 2013. The door hanger notice stated APS’s intent to disconnect service for non-payment if the additional security deposit was not immediately paid. Once again, no payment was received so APS disconnected the service for non-payment of the additional security deposit on December 30, 2013. Later that day, Ms. [redacted] paid the additional security deposit of $400.00 and APS reconnected the service. As a result of Ms. [redacted]’s complaint to the Revdex.com (Revdex.com) on December 31, 2013 regarding the additional security deposit, APS agreed to refund the additional deposit of $400.00 if she enrolled in an automatic payment plan. In January 2014, Ms. [redacted] enrolled her APS account in an automatic payment plan so APS refunded her the additional security deposit. On June 16, 2014, Ms. [redacted]’s APS account was removed from the automatic payment plan and placed on a cash only status as multiple returned payments were received on the account. Ms. [redacted]’s electric service was disconnected for non-payment of a delinquent balance on December 15, 2014. APS required her to pay the delinquent balance of $680.07 and an additional security deposit of $405.00 to reconnect the service. Ms. [redacted] stated she was unable to pay both the delinquent balance and deposit to reconnect the service. Therefore, APS agreed to establish a payment arrangement allowing her to pay the additional security deposit of $405.00 on January 2, 2015. Ms. [redacted] paid the delinquent balance on December 16, 2014 and APS reconnected the service that same day. Ms. [redacted] failed to pay the additional security deposit due on January 2, 2015 so APS disconnected the service for non-payment of the deposit on January 6, 2015. APS agreed to reconnect the service with an immediate payment of $200.00 towards the additional security deposit and establish a payment arrangement for the remaining deposit of $205.00 to be paid on January 15, 2015. APS received the deposit payment of $200.00 and reconnected the service that same day. On January 14, 2015, APS agreed to modify the payment arrangement allowing Ms. [redacted] additional time to pay. APS revised the payment arrangement allowing the remaining deposit of $205.00 to be paid in two installments. The first installment of $105.00 due on January 15, 2015 and the remaining installment of $100.00 due on February 16, 2015. APS received Ms. [redacted]’s security deposit payment of $105.00 on January 20, 2015 and she is scheduled to pay the remaining deposit payment of $100.00 on February 16, 2015. I called Ms. [redacted] on February 10, 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 ###-###-####. Again 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 the telephone number listed above. Sincerely,[redacted]APS Consumer Advocate

Review: On June 27th APS had a payment of approximately $185 returned from my banking institution. On that date my checking account had cleared and available for withdrawal $650.89. When my wife and I called APS they would not even consider allowing us to correct this problem and make the one time payment to fix the issue. APS continued to refer to a payment that was returned because of an error in the account number that the had back in October of 2013 and stated that because we have had 2 returned payments in 12 months that they would require us to go to one of their "authorized payment" locations to make are payments and that these payments can only be made in cash. APS is the only option for utilities in our community and basically runs a monopoly and knows it. I have a very difficult time understanding the non-sense policy that APS has implemented when it comes to making payments. It would be nice to know that someone at APS (preferably the person that came up with their policies) at least has a chance to hear how horrible their customer service is and that the way they do business is directed to make the customer feel that they are some kind of criminal and are being punished for a simple mistake that they would love nothing more than to correct and give APS their money. APS requires that you first find a location where you can make payments and then you can only make the payment in cash for 12 months. I am not sure who APS thinks they are to treat people this way and it would be a service to the entire state to open up our utility services to other companies that understand how to treat their customers. It is extremely frustrating that APS thinks that they have the right to require cash payment and require their customers to go out of their way by making a trip to the bank and then hunting down a location where you can make a payment. Every second that APS makes me take out of my day is time that I am not spending working or with my family. As a part of the community APS needs a lesson in how to treat the hand that feeds. I understand that there are those that will not make their payments on time and may even not make payments at all, but for those of us that accidentally forget to move money from our savings account to our checking account and honestly just want to pay APS in the fastest way possible and go about our day have no other option than wasting our time with a horrible company policy. FIX YOUR OUTDATED NON-SENSE POLICIES APS!!!!!Desired Settlement: I would like for APS to allow me to settlement my payment even with penalties without having to waste time out of my day running around trying to jump through the hoops that APS has put in place. Once I have made my payment continue my automatic payments as usual and IF there is another issue just charge a penalty allow me to make my payment over the phone or online LIKE ANY OTHER DECENT COMPANY instead of wasting my time!

Business

Response:

I have received your letter dated July 2, 2014 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.

As you know, APS is a regulated utility and as such, is bound by the rules and regulations approved by the Arizona Corporation Commission (ACC). That said, APS works hard to balance the need for these rules and procedures while attempting to provide the highest possible quality of customer service.

My investigation found that on September 30, 2013, [redacted], a joint account holder with Mr. [redacted], made a payment of $242.17 towards the APS account utilizing the APS website. Unfortunately, this payment was later returned by her financial institution due to insufficient funds on October 4, 2013. As a result and in accordance with APS's approved rules, Mr. [redacted] and Ms. [redacted]'s APS account was billed a returned check charge.

On October 5, 2013, a letter was mailed to Mr. [redacted] and Ms. [redacted]'s residence advising them of the returned payment and encouraging them to make a payment immediately. Additionally, the letter advised them they incurred a returned check charge and if another returned payment was received within the next 12 months then the account would be cash only for the following 12 months.

APS received a payment of $275.00 towards Mr. [redacted] and Ms. [redacted]'s account on October 8, 2013.0n October 21, 2013, a payment of $207.52 was made towards the APS account utilizing the APS website. This payment was returned by Mr. [redacted] Ms. [redacted]'s financial institution due to insufficient funds on October 25, 2013. As this was the second returned payment on the account within the previous 12 months, the account was placed on a cash only status for the following 12 months . Mr. [redacted] Ms. [redacted]'s account also incurred another returned check charge and a letter advising them of the returned payment was mailed to their residence on October 26, 2013.

On October 28, 2013, Ms. [redacted] contacted APS regarding the account being placed on a cash only status. Ms. [redacted] provided APS an explanation as to why her payment was returned and asked that the cash only status be lifted from her account. In the spirit of customer service, APS agreed to remove the cash only status and advised Ms. [redacted] if another returned payment was received within the next 12 months then her account would be cash only for the following 12 months.

On June 23, 2014, APS received a payment of $196.52 towards the account. This payment was returned by Mr. [redacted] and Ms. [redacted]'s financial institution due to insufficient funds on June 27, 2014. As this was the third returned payment on the account within the previous 12 months, the account was placed on a cash only status for the following 12 months. the account also incurred another returned check charge and a letter advising them of the returned payment was mailed to their residence on June 28, 2014.

On July 1, 2014, Ms. [redacted] contacted APS to discuss the cash only status on the account. Ms. [redacted] indicated the payment was returned by her financial institution in error. APS explained to her that if the returned check on her account was at the fault of her bank, then she would need to obtain a written document from her financial institution indicating so and then the cash only status could be removed from the account.

I contacted Mr. [redacted] on July 2, 2014 to discuss his concerns and left a message. I will be happy to discuss Mr. [redacted]'s concerns if he would like to contact me at [redacted]

Again, thank you 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 the telephone number listed above.

Consumer

Response:

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.

Review: Ground transformer located in front yard is leaking oil. Discussed matter with representative several weeks ago. Not certain if equipment has been inspected, or if replacement is scheduled. To date, APS has yet to notify me of status.Desired Settlement: Transformer replacement, oil cleanup inclusive of removal/replacement of contaminated landscape rock and providing health status of neighboring shrubs that seem to be affected.

Business

Response:

October 2, 2015

RevDex.com

4428 N. 12th

Street

Phoenix, AZ

85014-4585

Attn: Dispute Resolution Consultant

Re: Complaint ID No. [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,

APS Consumer

Advocate

Cc: [redacted]

Consumer

Response:

I appreciate power outage explanation however, my complaint is

not based on short term power outage but rather hazardous oil leaking from a small

ground transformer (# [redacted]) located directly in front of my home that has contaminated

concrete pad, surrounding landscape rock and shrubs noting no vehicle was

involved. To date, leak has slowed considerably but contamination and the real possibility

of increased future leakage remain.

Business

Response:

November 4, 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 28, 2015 regarding the concerns from [redacted] and

appreciate the opportunity to respond.

As mentioned in

my first response, 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. APS was a bit behind in performing this work due to the very

active monsoon season in recent months which caused significant damage to APS

equipment.

In effort to assist Mr. [redacted] and provide him

an update on his concerns, I called him and left a message on November 3, 2015.

My message stated that APS will complete the work to the transformer providing

service to his residence, including cleaning up the area around the transformer

by next week.

I will be happy

to discuss Mr. [redacted] concerns if he would like to contact me directly at (602)

250-2280 should he have any further questions or concerns.

Thank

you for the opportunity to address Mr. [redacted] concerns.

Sincerely,

APS Consumer

Advocate

Cc: [redacted]

Review: APS are thieves, I've always had [redacted] and have been happy with them, but I purchased my home about mid-year last year together with my wife two children and sister in-law and her three children. we are a total of 8 persons. I'm the only income earner. and also didn't realize our residence power service would have to change to APS. APS want a $600 deposit! Are you kidding me? They say it's because it's the average of the highest bill from my home. well I'm sorry why do I have to pay for someone else's average? So I would not have to if I had [redacted] to prove a stable payment history. that crisis was averted. But now I'm stuck as, they want me pay 450.00 Deposit do to issue with paying on time. though I'm pay up currently they have threatened to shut off my power if I don't fork out $450.00 This cannot be right, how can they charge such extreme deposits? That's more than my car payment! They are rude, something is got to be done about this! I hate APS and if there was an alternative in my area I would go to it. there got to be so consumer advocate to knock this big bully down a few notches. they even had the gull to charge me $16.71 to hand deliver the threat to shut off my power.Desired Settlement: to not pay the 450.00 deposit. I'd even go as far as setting my account to auto pay. but guaranty to change service when an alterative arrives.

Business

Response:

I have received your letter dated February 17, 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. As you know, APS is a regulated utility and is bound by the rules and regulations set forth by the [redacted]). Through these rules and regulations, we have established security deposit guidelines, which are uniform and fair to all customers. These regulations state that APS may require a customer to establish or re-establish a security deposit if the account becomes delinquent in the payment of two or more bills within a 12 month period. It is important to note that residential security deposits are calculated based on two times the average bill in the previous 12 months. I have investigated Mr. [redacted]’s concerns and have found that he established electric service at [redacted] on June 10, 2014. On September 23, 2014, a letter was mailed to Mr. [redacted]’s residence encouraging him to keep the APS account current in order to avoid the need for a security deposit as he had two delinquent payments in the previous four months. Unfortunately, APS received another delinquent payment in January 2014. Therefore, a letter was mailed on January 27, 2015 informing Mr. [redacted] that due to another delinquency on his account, a security deposit of $430.00 was required and due on February 10, 2015. Mr. [redacted] failed to pay the security deposit so APS delivered a door hanger notice to the residence on February 13, 2015. The door hanger stated APS’s intent to disconnect the service for non-payment if the security deposit was not immediately paid. Once again, no response or payment was received so APS disconnected the service for non-payment of the security deposit on February 17, 2015. Later that day, Mr. [redacted] paid the security deposit of $430.00 to reconnect the service. APS reconnected the service to Mr. [redacted]’s residence that same day.I called Mr. [redacted] on February 20, 2015 and offered to discuss his concerns. Mr. [redacted] stated that he did not want to speak with me and disconnected the call. Again, thank you 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 ###-###-####. Sincerely,[redacted]APS Consumer Advocate

Consumer

Response:

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.I was forced to come up with money via loans to turn the power on as we had purchased food and medication that was going bad because of no power. again I have a total of 8 person in my home and the sole provider.

Regards,

Business

Response:

I have received your letter dated February 23, 2015 regarding the complaint from [redacted] and appreciate the opportunity to respond. As mentioned in my first response, APS may require a customer to pay a security deposit if the customer becomes delinquent in the payment of two or more bills within a 12 month period as is the case with Mr. [redacted]. I contacted Mr. [redacted] on February 20, 2015 and offered to discuss his concerns. Mr. [redacted] advised me that he had already paid the security deposit and was not interested in speaking with me and disconnected the call. Mr. [redacted] did not allow me an opportunity to discuss his concerns. Thank you 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 ###-###-####. Sincerely,[redacted]APS Consumer Advocate

Review: I began service with APS on July 10, 2014, at that time I was made to pay the company $205.00. Yesterday I received a bill stating that I have until 8/6/2014 to pay the company an additional $68.31 when I looked at the bill it stated that I was being charged $28.86 for "other charges" and $40.45 in electricity for 12 days. I have been a electricity customer for many years with SRP and I would barely use 40 dollars of electricity in a month. I am a single person living in a tiny apartment who is gone Monday thru Friday from 7 a.m. to 7 pm there is no way possible I could use 70 of electricity in 12 days. It is my belief that this company is stealing from me to fatten the pockets of the politicians they pay off and I want this situation investigated.Desired Settlement: I have requested that someone come out and look at the meter and figure out why I am being charged this outrageous amount. I was told by supervisor [redacted] that I need to turn of my thermostat to over 85 degrees if I want to see a change in bill. This is outrageous considering that I keep it at 80.

Business

Response:

I have received your letter dated July 31, 2014 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 Ms. [redacted]’s concerns and found that she established electric service to her residence located at [redacted] on July 10, 2014. On July 24, 2014, APS mailed Ms. [redacted] her first electric bill in the amount of $68.31. The bill included a Service Establishment Charge of $27.86 and cost of electricity charges (including taxes) totaling $40.45 for 12 days of energy consumption.

Ms. [redacted] called APS on July 30, 2014 to question the amount of the bill and discuss the charges listed on the bill. APS provided Ms. [redacted] an explanation of the bill and provided her energy efficiency tips in an effort to assist Ms. [redacted] in reducing her energy consumption and thereby, reducing the electric bill. For example, Ms. [redacted] indicated she sets her thermostat for the air conditioning unit to 75 degrees when she is home and raises it to 80 degrees when she is not home. APS recommended Ms. [redacted] set the thermostat between 78 to 80 degrees when home and raise it by four to five degrees when she is not home.

I called Ms. [redacted] on August 6, 2014 to discuss her concerns and left a message. I will be happy to discuss Ms. [redacted]’s concerns if she would like to contact me directly at ([redacted].

Again, 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 the telephone number listed above.

Sincerely,

Consumer Advocate

Consumer

Response:

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.

I am not satisfied with the company's response, I have been billed for so called "meter readings and checks" and yet the company refuses to check the meter. The company has charged me for numerous miscellaneous charges which should not be alloed. I do not understand how any company has the right to charge for billing me. Furthermore since filling my complaint with the Revdex.com I have been harassed by Ms. [redacted] and and in the process of filing a charge against APS for the harassment and will obtain a restraining order against the employee if she contacts me again. This company is a disgrace and a bunch of thieves.

Regards,

Business

Response:

I have received your most recent letter dated August 26, 2014 regarding the complaint for [redacted] and appreciate the opportunity to respond.

Ms. [redacted] responded to my letter dated August 6, 2014 and contacted me by telephone on August 18, 2014. Ms. [redacted] immediately requested to speak with my supervisor because she felt I was dishonest in my letter by stating she advised APS she sets the thermostat for the air conditioning unit at 75 degrees when she is home. I attempted to explain to Ms. [redacted] that I reviewed the telephone call between her and APS and found she did in fact state she sets the thermostat at 75 degrees when she is at home. Ms. [redacted] continued to request to speak with my supervisor and I declined her request as she was not allowing me an opportunity to address her billing concerns.

The monthly APS bill includes a Metering and Meter Reading charge. The Metering charge is a fixed daily fee for providing and servicing the meter. The Meter Reading charge is a daily fee to recover costs associated with obtaining meter reads. It is important to note that these charges in addition to all APS charges and fees are approved by the [redacted]).

On August 21, 2014, APS mailed Ms. [redacted] her August monthly bill which consisted of energy charges in the amount of $56.01 for 30 days of energy usage. I will be happy to discuss Ms. [redacted]’s concerns if she still feels the meter providing service to her residence is not functioning properly.

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 directly at ([redacted].

Sincerely,

APS Consumer Advocate

Review: This company takes advantage of their customers more than I have ever seen in ANY other company. they know they are the Sole provider for electricity so they do things like charge you $25 for them to click the mouse button which takes a Ipproximately 10 seconds which equates to them charging $900 an hour for this service. even when there are extenuating circumstances they are never willing to help whatsoever, because they know you can't do anything about it. multiple times I have been misled by employees. today I asked the guy for his name and to be transferred to his supervisor and was in return hung up on. previously in a call I asked to speak to a supervisor but was just transferred to another employee in the same department who acted as if they were a manager and would try to defer the question when I asked if they were the manager and ultimately hung up on me because I realized they were not the manager. as far as the billing portion I would like to know how they are able to justify raising your bill Over 300% just on fees. they have so many fees which have no justification. for instance APS used to charge $25 to reconnect your services because they had to send somebody out to turn your power back on, now all the meters are electric so all they do is click a button to send a message yet it still cost the same amount as it did to physically send an employee out to do the job. they charge me to have an account, they charge me to bill me for my account, they actually charge me A fee For them charging me for service not to mention charging me for the same thing Twice just wording it different. this company is shady and uses backdoor tactics to charge their customers extra money and something needs to be done about itDesired Settlement: An investigation needs to be done to find out why this company is able to raise your bill over 300% just in Fees And they need to not take advantage of the fact that they are the only power supplier, which includes working with Customers on these excess fees when there are extenuating circumstances. these people are extremely greedy yet speak of their compassion and donations. maybe they should not spend $100,000+ on a light parade every year that ultimately the customers pay for. quite frankly these people are thieves

Business

Response:

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

Business

Response:

aps