SRP

Review: Our neighbor at 4239 N 45th St. Irrigated their lawn in the early morning hours of 5/13/14. The SRP managed irrigation system flowed too high and flooded my home casuing thousands of dollars in damage. I have an estimat from [redacted] and [redacted] with their expertise pointing to the irrigation plus pictures plus confirmation of the neighbor saying they irrigated their lawn. Our neigbor rents their home and my wife and I own our home. It is a new home that my wife and I worked and continue to work very hard for and SRP failed to monitor the situation. Further, I called them in the morning to let them address the situation. They told me they would look into it. That VERY SAME night the irrigation system malfunction and my home was flooded AGAIN. This is clearly negligence on SRPs end and they should pay for all repairs and fix the neighbors system plus reimburse me for the two days of work I had to miss. I called SRP 7 times on the night of 5/14/14 to tell them of my emergency and the water kept flowing for 2 hours. I was out all night digging a trentch to save my home while SRP did nothing but say they were aware of the problem. I went over to speak with the neigbor and they stated it was a malfunction as it was not their time for irrigation. Our brand new wood floors are ruined and a very nice rug in my office was also destroyed. Fortunately their was no drywall damage but I want them to replace my wood floors and buy me a new rug (it really tied my room together).Desired Settlement: Replace my wood floors and repair neigbors irrigation so this does not happen again. Oh ya I want a new rug. and an apology.

Business

Response:

Hello,This complaint has already been addressed by SRP Consumer Affairs, as [redacted] contacted us directly on 5/15 about the matter. [redacted] is new to Arizona and not aware of irrigation or how it works. Consumer Affairs explained to [redacted] that this was not an SRP flooding, but a private flooding matter as the neighborhood was running irrigation during the times of his reported flooding. Consumer Affairs gave [redacted] a brief overview of how/what irrigation is and what the customer is responsible for vs. what SRP is responsible for. Also explained that SRP just delivers water to a gate and from there it is considered private system, with the water belonging to the customer. [redacted] indicated that he already spoke to the property owner of the home he beleives did not pick up water and caused flooding to him. Consumer Affairs also suggested he have a new customer overview with a Water Delivery Specialist so that he can protect himself in the future by knowing how to set the private system gates/valves. [redacted] was also advised that since he has irrigation rights, he can activate his account at any time. SRP Water Specialist has an appointment set with [redacted] on 6/8 @ 1030.Thank youConsumer Affairs

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: SRP has just started billing people approximately $100 a month for costumers that have solar. Why is the costumer getting billed for his or her right to choose a service other than SRP? Doesn't that violate some sort of free market economy law? Or, is this just a misguided judgement call of a immoral. money-hungry company?Desired Settlement: Stop billing people for their right to choose.

Business

Response:

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

Review: I moved out from the [redacted] on 10/27/2014. I called from my work desk phone so I don't have the exact date I called to set up my service cancellation but it had to be shortly after my notice was given with the Arboretum which was 60 days prior to 10/25. My actual departure date was to be 10/25, which was on a Friday, but I needed the weekend to finish moving out and to clean, so I made sure to leave the power on through 10/27. The last bill from SRP I received and that I was or currently am able to access online was read on 9/30, and dated 10/1. It includes a reference to my $275 deposit, $140.31 shown on the bill as refunded, to which I did receive, and a NEW ACCOUNT BALANCE of $0.00. I assumed that they used a portion of my deposit to cover any remaining debt I would have owed from then til 10/27 when I moved out. I received no communication via phone, email, or regular mail. Yesterday, Friday, 12/26/2014, I received a letter in the mail from SRP from their collections department stating that maybe I possible misplaced or forgot to pay my final bill and I currently owed them an oustanding debt for services rendered through 11/19/2014. I called immediately and the male operator advised me they had no record of me ever calling in to cancel service. I called again this morning, Saturday 12/27, and [redacted], the operator I spoke with, confirmed the amount of $100.35 as still being owed for time period 10/1-11/19. He stated my billing had been closed on 10/1 and a new account opened up. I have no idea why they would do this but I have had no communication regarding this. Additionally, on my "final" bill summary date 10/1, it literally states, "final bill." Also, it states, "It was our pleasure to have served you. Than you for your business."

My best guess of what happened is the person who I spoke with who set up the service cancellation set it up for the wrong date and when they caught their error, they had to start a new service billing cycle or something, and never set the correct service cancellation date for 10/27. The male rep I spoke with on 12/26 they received a call setting up service for 11/19 and that is the reason they knew to cancel my service.

This is so frustrating. I just went through this same situation 2 1/2 years ago with [redacted] in [redacted]. It took four months, several phone calls, faxes, and emails, showing my phone call history and sending them proof that my other utilities were also shut off on the same date. They too, said they had no record of me ever calling to request service cancellation even though I can phone records of the two phone calls I made to them. Thanks to the Revdex.com, they finally cleared my bill and problem solved. This is the same situation. I called to make sure my service was cancelled. I even paid for a couple extra days to the Arboretum for stayin to 10/27 instead of 10/25, just to do my cleaning. My problem here now is that I called to set up the service cancellation from my work desk phone which keeps a record of about 20 previous phone calls and I have no record of the phone call. I can get proof from the Arboretum of my move out date.

The scary part in all of this, is that all the utility companies need to do is say, nope, we never got that call, and then they can bill you for anything, and it's up to the consumer to fight back. I have been working diligently to repair my credit over the last few years and have gone from a low 500 to most recently a 622 and climbing. I feel this is horrible and unethical business practice. This was their mistake and I don't feel after almost three months form my final bill they should be allowed to come back at me in an attempt to blackmail me into paying them money as a result of their own mistakes, hanging over my head that if I don't pay, they can sue me and damage my credit.Desired Settlement: I want my debt removed and make sure this does affect my credit.

Business

Response:

Consumer Affairs has been in contact with the customer and SRP will write off the disputed amount. Consumer Affairs' investigation of issue shows error in billing on SRP's part, so customer not responsible. Also, customer credit not in jeopardy, as SRP had not yet sent this to any outside credit agency. Thank youSRP Consumer Affairs

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: When I started my service with SRP I was told there was no deposit. Later my service was disconnected because I didn't pay a deposit. I called and they insisted I was told about the deposit but reconnected service and split the deposit over the next two bills. I was not charged a reconnect fee for SRP's error.

I received my first bill and paid it through a representative using a check by phone. On January 8th, I believe). My service was disconnected again and I was told it was because I didn't pay the full balance due. I did, and explained I paid the amount on the bill I received. The incredibly rude "manager" said I now owed the additional $100 from the next bill for the deposit and said it wasn't split up. After he argued for several minutes, he put the $100 back on the next bill. He wouldn't explain why my service was disconnected even though I paid (every single time - 10+ times - this "business" has had no record of previous calls) and then reconnected the service. 2 weeks later I called and asked why my check still hadn't been processed and the lady said sometimes it takes a while. I explained it had been nearly a month and she said she saw it processed, keep waiting. I did, then got a call another week or two later saying the check was returned and my service was disconnected. I immediately paid the same amount online by debit from the same account (the way I would have preferred to pay each time but they refuse to accept debit by phone and instead mess up check payments).

When I received my next bill I saw that I was charged a returned check fee, an additional deposit, and a reconnect fee for SRP's error. I immediately called and spoke to another rude supervisor (I've left numerous complaints on the recording but have never been called back) who said there was nothing he could do because he had no record of me ever calling before. He said he would have a supervisor call me Monday. Naturally, I was never contacted.

I called again today and spoke to a woman who said her manager, [redacted], acknowledged the returned check fee and deposit were an error because the original agent put the wrong check information in (which he did). She said [redacted] wouldn't let her credit the reconnect fee, though because it was valid (what???). I asked to speak to Fabian, who was also as rude as the other terrible managers. He just kept repeating he wouldn't help me without a reference number. I have no idea what reference number he was looking for and just kept repeating the same thing and refused me his supervisor. He said he would have someone call me...again.

I have called many times. I have finally been properly credited the returned check fee and the additional deposit, but the invalid reconnect fee is still on my account. I don't understand how it's legal for a company to operate with such poor customer service and randomly disconnect customers' service with no warning and despite erroneous business practices. If I could choose another company I would, but I'm forced to use SRP due to no other options and this poor company is allowed to constantly bill me extra charges and disconnect my service.Desired Settlement: The additional deposit and returned check fees have (supposedly) been credited. The reconnect fee billed for the second erroneous disconnect has not been. I request this be corrected.

Business

Response:

A $275 deposit was required to begin this account. SRP agreed to set up a payment arrangement on the deposit of $75 upfront (paid 10/30) and then $100 + current bill for two months. The first bill of $208.35 (including $100 of the deposit) was issued on 12/2 & due 12/26. No payment was received, so the payment arrangement was canceled making the total account balance of $308.35 due. A reminder notice was sent on 12/27 showing $308.25 was due immediately with a disconnection date of 1/3 if payment was not received. Then, the account was disconnected on 1/8 for non-payment and charged a $59.96 fee.

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

However, the $59.96 disconnection fee is applicable.

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.

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

Regards,

Business

Response:

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

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

Review: I use the M Power Box and I did a check to SRP for 15.00 dollars but I never got the credit on my power box for the 15.00 dollars and they are now wanting to charge me 15.00 for the power plus another 19.00 for the NSF on this check. I called SRP and I told them that I have never once received the 15.00 credit on my account but they said it posted. I never received the power and now they are trying to push the check through and they have done it twice now and there are over draft fees of 70.00 on my account for something I never even got. I did the check then it fell out of their system so I thought it was gone. When I went to the box to add money nothing happened.Desired Settlement: I want my 70.00 dollars back from the overdraft fees. They put the check through on 12/5 & again on 12/11 and both times I have a 35.00 dollar overdraft fees. I never got the 15.00 on my power so quit charging me for something I did not get.

Business

Response:

Hello,

Your complaint was forwarded to us from the Revdex.com. I’m sorry to hear about your M-Power payment issues. It took me a bit to decipher everything that went on, but let me see if I can explain. First, I found that SRP does have a policy where if a check is returned for insufficient funds and it’s under $500 they will put the check through a 2nd time. That being said, I do think your situation could have been handled better.

When you called the phone center on 12/5 to ask SRP hold your $15 give first because the check would be returned, the echex had already been processed, so that is why the $19 returned check fee was assessed by SRP. Then as you know SRP submitted the payment again. I do understand that you never actually received the $15 on your card, but had you not said anything, you still would have had to pay the $15 back for the power.

I do think SRP could have found a way to keep the check from going through again, since you had notified them of the problem already. For that, I would be happy to credit your account one of your bank’s $35 fees.

Please confirm that you are fine with the $35 credit and I will have it processed asap.

Thank you

SRP Ombudsman Consumer Affairs

Consumer

Response:

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

Regards,

Kristina Cook

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

Business

Response:

Hello,

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

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

Thank you

SRP Ombudsman Consumer Affairs

Review: I received a bill in the mail for $276.25. Which concerned me. I visited the website and looked at the history of bills. In the "Total Charges" column, it states that there have been charges for $565.55. In the "total Paid" column, it shows that I've paid them $510.31, I also have late fees of $27.50. So when we add together the $565.55 and the $27.50 we have a total fee assessment of $593.05, subtract the total that I've paid $510.31, and we get $82.74. I don't understand why the amount that they've billed me is so high. When I called they stated that I had a shut off notice that was billed to me which was authorized by my husband. The total fee for the turnoff notice was $60.51, still when added to the $82.74, then we add on this months actual usages which ware $113.10 and we get $195.84, I do not get $276.25. I spoke with two representatives about this issue and neither could give me a reason as to why it was different from what it reflected on the online potions of the statement history. I am furious with how this has been handled and I'd like a resolve. One of the representatives kept telling me that the reason that I see a wrong amount online is that I am "not seeing" the current statement, and I told him twice that I see my "june 24th" statement right on top. $Desired Settlement: I'd like for this company to correct my bill. I'm looking at their site and at their statement, both of which have the same date on them, why would the amount reflect different when you add the totals up?

Business

Response:

Consumer Affairs has made contact with the customer. Her complaint was in regards to the My Account website not matching the information on the bill. The customer did not understand this and was further frustrated by the service/lack up provided by the phone center. It is our understanding that several charges were reversed and a supervisor may have talked to her after this complaint was filed. We will continue to follow up and make sure all her questions are aswered.

Review: I have been a customer of SRP for approx. 20 years. On Tuesday, April 19th our electricity was turned off for a few hours. As a result we had to throw away some items that spoiled in the heat. We made a call to SRP to inquire about the inconvenience. An SRP representative informed us that someone had called to notify them that the home was being sold and no longer would require the account service (how can anyone just call randomly and SRP not verify the account information through the caller before making a drastic decision like turning off service). When I inquired as to who called, they stated they could not provide that information. My wife called later and she was informed that SRP made a mistake and they turned off our service based on the wrong address number. SRP apologized and informed us that we would get a new account. Our old account # was [redacted]; now SRP has given us a new account # [redacted]. They said because the previous account was cut, that we could not get it back. We do not understand how due to a mistake on their part we had to incur all the inconvenience. We just ask that we are not charged for reconnection of service, nor for any related charges that arise from a new account. We also expect SRP to not do this again in the future.

Thank you for your time and attention, [redacted]Desired Settlement: We just ask that we are not charged for reconnection of service, not for any related charges that arise from a new account. We also expect SRP to not do this again in the future.

Business

Response:

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

Review: I have had SRP [redacted] rip off power) going on 3 years now. they scam people into this prepaid box which costs roughly double what post pay billing costs. it is completely bogus. so I went to switch back to post pay and this company decides that I have to pay almost $300 to have a bill sent to me in the mail. so today 8/17 I called to get some information. Norma answered the phone to take my call she was rude and pompous from the beginning of the phone call I was admittedly upset but she failed to deliver any level of customer service and then asked me to hand the phone to my wife. to which I replied NO I want a supervisor. she stated that she was a supervisor (that was a lie) and then waited 20 mins on hold.. had to call back to get a real supervisor and was told the same thing. SRP is a scam because of my credit they require me to have a pre-paid box and then charge me more for having it. not to mention that when I recently moved I paid almost $300 in moving fees & deposits and the previous address I had an m-power box and paid nearly $300 for that one as well. now they want an additional 115.59 because I want to switch the box over to a bill before 1 year as well as 275.00 deposit after in the last 24 months I have paid them over $600 in deposits. this is sickening as all I want is a bill in the mail so I can pay one bill a month and not have to worry that my m-power box may shut off at anytime because I didn't make it to the kiosk to add money to the box. I feel this is a utility company taking advantage of low income simply because they can. now I have heard of deposits for utilities and have paid them in the past but never this much and definitely not for electricity.Desired Settlement: I would like to be a normal customer paying a normal deposit (which I have paid twice) and receive a bill in the mail for my electricity.

Business

Response:

SRP has attempted to contact [redacted] by phone and email with no response. SRP mailed a response to [redacted] on 9/2/15, via [redacted], with enclosed Itemized Statements showing transactions on the current account in [redacted] name (spouse) and also the two prior accounts in [redacted] name. These accounts reflect a deposit of $87.50, only, for M-Power service. [redacted] expressed an interest in Basic service which requires a $275.00 deposit, or an additional $187.50, but SRP will waive the additional deposit requirement as a courtesy. SRP does require that any pending balance on M-Power be paid in full prior to conversion to Basic service. [redacted] or [redacted] are welcome to contact SRP's Residential Contact Center or SRP Consumer Affairs for additional assistance with their SRP electric service account.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was sent a bill for 32.16 for a residence I no longer live at and haven't lived there for about 2 years . After I divorced , my ex husband stayed at the residence and took care of all the bills . There was a court order stating this as well .There is no reason why I should be getting this bill now .Desired Settlement: I would like the charge to be dropped and to remain in good standing with my credit . IF there are any reports of me now paying that affects my credit score I would like this to be dropped

Business

Response:

There is no $32.18 debt with SRP. All charges were paid in March 2015.

Review: I paid a deposit which I was supposed to get back after 18 months of good payments. They use an outside source for phone payments which do not show up paid automatically. Srp sent out a disconnect notice after bill was paid. Now I have to wait another 18 months before I receive my deposit back after I was told by an srp employee that it would not effect my deposit standingDesired Settlement: I want my deposit back now and an apology for not training their employees correctly and hearing two different reasons for my deposit

Business

Response:

Consumer Affairs has been in contact with the customer and verified the payment in question was made on time through [redacted], a third party payment vendor. Therefore Consumer Affairs issued refund of $209.81. Thank you!

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have been a customer of SRP for two years now, never by choice. When we bought our house we were told that SRP is the electricity service provider here and that's that. Right off the bat I wasn't thrilled about that because when you aren't allowed to choose from a selection of businesses for any device and everyone is forced to use the same one then that one business has no reason to care about customer service because they know no one can leave them. Unfortunately that has turned out to be the case in my experience with them several times. First after I signed up for auto-billing, they randomly shut off our power in the middle of the day due to non-payment. I got a call at work from my pregnant wife, who was at home with our 2 year old, that the power, and therefore the A/C was off (in the middle of the summer. I called SRP to see why and was told that although I set up auto-billing, I did so mid month so the balance of the months I set it up during was not auto-billed as it starts the next full month. I was never informed this. I paid the bill and they restored services in a timely manner. The very next month the same thing happened randomly. This time when I called they said that, while my main bill was auto-billed, it was shut off due to an unpaid restoration fee (I don't remember the amount). After looking into it they told me the restoration fee was for the previous month when it was shut off as a result of them not informing me that auto-billing takes a month to kick in. I told them I wouldn't pay the fee due to them not having communicated that to me. They waived it but the rep was very judge mental about it and made it very clear that it would not be waived for any future cases. After that they restored services. Not too long later, our services were once again shut off. When I called they tried to tell me I had only partially paid my bill and I would need to pay it in full to restore services. I informed the rep that this didn't make sense because I had auto-billing. She was very confused when I told her this and couldn't come up with a reason why they had only drafted a portion of my bill and then shut my services off for the remaining portion. She apologized, processed the remaining portion and restored my services. The next month they again [redacted] off my services due to an upaid restoration fee which upon calling was explained to be from the previous month when they only processed part of my bill JD [redacted] off my services without reason. I felt like I was taking crazy pills and actually had a hard time convincing the rep to waive the fee due to it completely being their fault and restore my services. So that's four times that our power has been shut off due to no fault of our own. The worst part, just as I had feared, there is absolutely nothing I can do about it because if I want electricity I have to use them. They don't have to apologize or attempt to compensate me in any way because they know I cannot leave them for another company with better services. I don't even know why I'm writing this, because any future customers I may be trying to warn will also be forced to use them. I wait, I remember why, because I've been sitting here with no power for the last hour. It went off around 9pm while I was doing work on my computer at home. Work that is due tomorrow and that I cannot due because my power is out. When I called the rep I spoke with was completely oblivious to why my power was out and said I was the first to report any issues. She opened an investigation into it and said I could call back for updates if I wanted. I later found out my while side of the street is without power. When I called for an update the second rep I spoke with time me a fuse was blown and that they were working on it. It's been an hour without power (my kids won't sleep because it's so hot without A/C on and because they're scared of the pitch black house) and when I asked the rep for an ETA he very coldly told me 12:15am. I didn't know what to reply and after a few seconds of silence the rep just said, "Okay? Thanks bye," and hung up. The power has already been off for an hour and 12:15am is another two hours from now. So I will be waiting up until then to even start my work and will lieky be up all night doing it, and that's IF the power really comes on at that time. You know the best part? You guessed it, I can't do [redacted] about it. I have to use them no matter how terrible they are or how much I hate them. So once again, I don't know why I'm even writing this other then the fact that I have absolutely nothing else to do sitting in my pitch dark house and only my almost dead cell phone. Enjoy.

Review: I have had the SRP M-Power box for over 6 years. I had it at [redacted] and then moved to [redacted] and transferred my services. In the beginning of April I put money on my card and noticed it took my funds and showed that I owed a balance on my account?. I called SRP, the rep said I had services at another location as well and I had not paid!! I told her my previous address and explained that I haven't lived anywhere else so someone must have used my information. She put me on hold for over 7 minutes, I finally hung up. Now here we are end of April and my money is still being taken. No call back from SRP, nothing! They had no worry about possible fraud and haven't bother to do their job but are continuing to take my money for something that IS NOT MINE!Desired Settlement: I want all those funds credited to me as well as an apology. If I had the option to leave and take my business to APS I absolutely would 100%. This is the worst service and experience. Also it isn't the first time SRP has messed up and not corrected the issue.

Business

Response:

SRP Consumer Affairs has left a voice message and sent an email to this customer asking her to call our office to discuss the matter further. Consumer Affairs has questions for this customer and her input is needed to resolve her complaint This office will provide a follow up email once the matter is resolved.Thank you

Review: Please reinstate the $131.62 for my five blocks of solar power immediately if not sooner. From: [redacted].[redacted].[redacted]]

Sent: Thursday, May 15, 2014 8:53 PM

To: SRP Residential Customer Services

Subject: Thank you for contacting SRP

Message sent via [redacted] web form.

[redacted]Message follows[redacted]

Customer Name: [redacted] Croyer

Service Address: [redacted] Account Num: [redacted] Phone Num: [redacted]

Email Address: [redacted].[redacted] Inquiry Type: SRP program & service options

Message: I updated my SRP Community SOLAR because I was told it was reduced pricing at a locked-in low price of 9.9 cents per kilowatt-hour for five years—giving you the opportunity to save on your annual energy bills over time. I was only paying $131.62 per month for Community Solar but now I am paying $149.13. I am not understanding how I am saving money by paying $17.51 more per month now. Does this make any sense for me to do????? I am very confused about how I am I am paying you more and you tell me I am at reduced pricing. [redacted].[redacted]Desired Settlement: [redacted],

Allow me to be more clear.

Your ad explained that I would save more money so I called to do that.

I am not accepting of paying $17.51 more per month for the same five blocks of your Community Solar.

Please reinstate the $131.62 for my five blocks of solar power immediately if not sooner.

That is the price that I have been paying for the last year for this.

If I do not get this price reinstated, then I will be filing a [redacted] complaint for false advertising against SRP. I would like to work this out before doing this, please.

Thank you and I look forward to your kind reply.

[redacted].[redacted] “Tell me and I forget, teach me and I may remember, involve me and I learn.”

? [redacted] "If we do the best we can, we never know what miracle is wrought in our life, or in the life of another." ? [redacted]

Business

Response:

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

Review: I have been an Srp customer 10+ yrs..I call weekly to check on my account. Called in Friday 9/27/13 and paid as agreed..Tues 10/1/13 my power was shut off, first I spoke w[redacted] she said bill was due 9/30/13 but it was an error on Srp, my power should not have been disconnected, I explain I am at work, had to take an early break, went over allotted 10 minutes due to this phone call and my babysitter & children are in my home with no power. I asked for a credit she offered $10 and explain power would be on within 4hours. I then ask for a supervisor, spoke w/[redacted] because that was not acceptable, not my error, risking losing my job dealing with this matter and [redacted] said the exact same thing and "it's daylight outside they won't be in the dark"! I didn't get any where with her other than saying up to 4 hours and the disconnect was put thru Monday 9/30 evening..account was not even 1 day past due... I want an inconvenience credit, an apology and a billing adjustment. I don't think they could do there job in a building with no power for four hours. I am very dissatisfied with SRP at this time.

Business

Response:

October 2, 2013

1216 E 7th Ave

Mesa, AZ 85204

RE: Revdex.com Complaint ID#: [redacted]

Dear Ms. [redacted],

Thank you for your comments to the Revdex.com regarding your experience with SRP. We sincerely apologize for the lack of communication on the part of SRP and for the subsequent disconnection of power that inconvenienced you and your family and required you to take time off work to deal with the matter yesterday. The Consumer Affairs Ombudsman office at SRP has been asked by the Revdex.com to respond to your complaint.

It appears that when you called SRP on 9/16, you were given an extension to 9/27 to pay your remaining August bill amount of $160.10.

On 9/27, you made a payment of $180, fulfilling your part of the agreement. However, your September balance of $197.52 and late payment fee of $7.78 (total of $205.30) was due three days later, on 9/30. Although you paid $19.90 extra toward the $160.10 on 9/27, it did not cover the remaining $185.40 balance due on 9/30, which was the cause for the disconnection on 10/1. During your call to SRP on 9/19, you referenced a notice you received, but SRP assumed you were only calling about the extension on the August past due amount of $160.10, not the September balance of $205.30 due 9/30. Because there was no conversation about the $205.30 during the 9/19 call, no further arrangement was entered and it caused the system to generate a disconnect order.

Consumer Affairs feels that SRP could have communicated much better with you prior to 10/1 and could have avoided this situation altogether. As a customer service gesture, we have ordered an additional $50 credit to your account and will be sending a case summary of your experience to upper management at SRP. We would encourage you to link your current account to your SRP username online at https://myaccount.srpnet.com so that you can login to your account and sign up for E-Notifications, which will send you an email or txt message if your account is past due or in danger of disconnection.

Please feel free to contact me if you have any further questions or comments about this matter.

Kind regards,

Senior Ombudsman

Consumer Affairs

Ofc: ###-###-####

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

[redacted] My power was restored right after I hung up, however I had already put the complaint in. I apologize on my behalf as well for not being understanding in the fact that we all make mistakes, the reply is exactly correct, I did make partial payment, I did call in regarding a letter that was crossed in the mail, and I assumed after I made a payment my account was clear. Please accept my apology for not giving SRP the benefit of the doubt, I've been with them many years, prior to buying my home when I was a renter I would always check who the utilities were with before looking any further..that was due to SRP's excellent customer service. Hope we can all move forward and that SRP continues to keep there excellent rating..

Kind regards

Regards,

Review: On 9/22/2014, I received an alert from [redacted] stating their was an update on my Credit Report. When I reviewed the information it was from [redacted] in [redacted], representing [redacted], stating that I owe this company 141.00 from 2011. I called SRP, on 9/22/2014 and spoke with several people, [redacted] and [redacted]. SRP advised me that I had a remaining balance on a bill when I lived at [redacted], absolutely not true, for a few reason, the first one, the numbers do not add up correctly, after speaking with [redacted], she advised me of all my bills, as follows: [redacted] and [redacted]. Now, after the bill of 148.59, SRP advised me they received a call from some customer, stating they was connecting service in my apartment, mind you , I have not moved out as of yet, so SRP, removes the bill out of my name and start my disconnection. Then when they realizes the mistake they made, they advised me of 2 more bills, one for 53.84 and the final one of 214.36, funny how these 2 amounts almost equals the same amount of a deposit that I made. My guess is when they realized their mistake and put my service back on in my name, they either charge me an activation fee or a deposit again, hoping I would not realize this. I called them and asked for all the bills, they will not supply them to me. But for argument sake, let's say I own that money, the grand total of those bills would come to 1617.23, my payments equal 1579.01, if I did owe any money it would be 38.31, but I do not owe any monies at all. I sincerely believe SRP owes me money back.

My payments, 305.26, 99.97, 156.54, 111.17, 94.80, 90.00, 70.00, 90.00, 80.00, 60.58, 119.00, 99.31, 85.36, 117.00, was my final paymentDesired Settlement: I want this alleged 141.00 off my credit report. I want SRP to review the bills, plus payments and fix this issue

Business

Response:

September 24, 2014

Dear [redacted],

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

06-27-2011

275.56-

126.97-

53.84

0.00

73.13-

06-20-2011

117.00-

0.15-

148.74

0.00

148.59

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

$ 148.59

$ 53.84

($275.00)

($ .56)

($ 73.13)

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

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

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

$ 36.97 billed usage

$214.36 due on 8/9*

This bill was mailed to: [redacted]

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

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

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

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

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

Sincerely,

SRP Consumer Affairs

Review: In january this year we double paid our electricity bill. We called to have the second payment cancelled and returned to our bank account. SRP told us that the extra payment would be credited towards future billing they couldn't return it. We desputed this with chase bank. Here it is 3 months later, [redacted] financial SRP's Third party that takes payments finally after 90 days pulled the funds from SRP to return to my account. The funds never ended up back in my bank account so I have 282.00 gone. SRP doesn't have it as credit towards my electricity bill and my bank isn't showing any pending transactions for this. on top of this SRP is telling me I owe them money. If I would of made my regular payment this last month of 142.00 SRP would of turned off my electricity because the 282.00 they had credited for the extra payment in January is all the sudden missing. Since I paid extra on my bill this month so we will have a cheaper payment through summer months my account has equaled out somewhat but SPR is telling me I need to pay an additional 75.00 because Im past due now. I have been on the phone with SRP for over 2 hours and still on the phone... I'm still on the phone... This is rediculous because I have to have electricity and SRP is the only company that services my area so I believe intrapment would be a good term to use. SO this goes back to January 16th and today is april 14th... SRP says there hands are tied and they have nothing to do with it? No one will help. my bank tells me if they refunded it to my account it should be in my account or showing pending to be in my account... where is my money and why or how is SRP allowed to do this?Desired Settlement: I want my money back and want people to know you should not use [redacted] Financial to pay your bill with SRP they do bad business...

Business

Response:

In January, the bill was paid twice, one payment via a debit/credit card through an outside vendor, [redacted]. However, it was not until 4/9 that the bank returned the payment stating "CC (credit card) auth revoke.” [redacted] stated the $282.66 was sent back to the bank on 4/9, and the customer should follow up with his bank to check on their processes of them depositing the credit to his account. Consumer Affairs provided this information to the customer, along with the contact information of the individual who is in charge of [redacted]'s refunds. Also, all normal associated fees for returned payments were already waived for the customer.

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

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

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.

SRP and [redacted] financial were made aware of the double payment right away. When we called SRP they of course referred us to [redacted] financial basically saying there hands are washed of the double payment because they have nothing to do with [redacted] financial we had to call them. We called [redacted] financial to cancel the transaction and they basically said our payment would just go towards a future bill. it would take up to 60 days for them to return the charge. So we told them we would despute the charge with the bank. They didn't care. So we desputed the charge... Ofcourse SRP and [redacted] want to blame everyone else and not take responsibility for there lack of customer service. If they would of taken care of the situation in January we wouldn't be on the Revdex.com going through the complaint process. Blaming me as the customer and my bank and not taking responsibility for the poor service that was provided in the situation is a cop out. Bottom line SRP and [redacted] financial could of handled and solved this issue months ago. Their lack of customer service and attention to a customer that accidently made a double payment on our account was horrible, there were no options brought to my attention to take care of the double payment in a timely fashion. Basically a sorry your Burnt deal with it, your the one that made the double payment not our issue now we got your money thanks. So I don't find SRP's response as resolving a the complaint maybe more of adding fuel to the fire. thanks for your time

Regards,

Business

Response:

In January, when the double payment was first reported to SRP by Mrs. [redacted], SRP’s Customer Service offered to issue a refund check but explained refunds can take up to 21 business days to be issued. This offer was declined.

Unfortunately, since the matter was taken to the customer’s bank, SRP cannot control the timeframes for the payment to be recalled and then refunded. [redacted] stated these funds were sent back to the bank on 4/9, same day the payment authorization was revoked.

Consumer Affairs has emailed and left a voicemail for the customer, but still has not heard if the refund was received. Consumer Affairs can be contacted directly at ####-###-#### if further assistance is needed. Thank you.

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 app

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

Regards,

Review: The company engages in fraud during their collection practices. They found debts of people they think are related from other addresses and throw them on the bills of addresses that are not authorized users or even listed on the account just because they think they are married or related in some way. This is complete fraud in their billing and collection practices as they do not have any absolute proof that these people are related before they take such actions and combining bills with people who are not required to pay other peoples debt is complete fraud just because they know they have a monopoly on power at a location.Desired Settlement: Fix the issue.

Business

Response:

Consumer Affairs has been in contact with [redacted] and has negotiated payment arrangements on an outstanding bill.

Review: In 2013 my home was flooded my SRP irrigation 3x causing a lot of damage to my home. Each time it flooded SRP was notified and they would send their field reps out to verify the repairs had been made and then release water. Each time the repairs were never made and flooded my home again. So my house, furniture, personal belongings, etc have been soaked in irrigation/sewage water and destroyed 3x. I had an inspector come out and test for mold which he found was present inside the walls. I have a pending claim with SRP and I have been communicating and trying to resolve this issue for almost a year.Desired Settlement: I would like to be made whole again. I want my home fully repaired and free of mold, I want all damaged items replaced, and I want a guarantee that this will not happen again.

Business

Response:

Dear Revdex.com,

Review: FIrst of all, I must say that I had no idea I owed anything to SRP Power. Second, I also must state that I have no problem in paying a $129.00 bill ( I can’t recall the exact value though). However, This past Friday Jan, 31-2014, was the first time I knew or heard I owed anything to SRP. I was never contacted via email or Phone. I am not living in the address where the bill occurred. The charged occurred in Sep 2013. Again, I have no problem in paying as I owe the property in question. However, the issue is that I contacted SRP long ago to let them know about my address and nobody informed about this matter via mail, phone or even email. Instead, it was easier to report me to the Credit Bureaus and pass the matter to a collection company as I if I did not want to pay a bill that I was not even aware existed. The account in question is linked to property at [redacted]. However, it appears my new address was never updated in the system and nobody bothered to call me to let me know ( or even Email as I use to pay my bill online as well). It was easier to give it to a third party company and report me to Business Bureaus to damage my credit.

Again, last Friday Jan/31a a rep ([redacted] or [redacted]) from a company named Receivables Performance Management informing about this debt. Case number #[redacted] ( around $129).Desired Settlement: This is very frustrating. My desired outcome is not the money or anything else. I will pay what I owe. What I want is someone to talk to and remove these charges from my credit report - THAT”S ALL I WANT! - My credit report is what it matters to me. I only need SRP or Receivables Performance Management to communicate this issue with the Business Bureaus and remove this from my credit report (upon payment is fine with me as stated previously). My phone number has never changed for the past 2 years. If I owed something and denied payment, it would be more than fair to damage my credit. However, if nobody reached out to me since Sep 2013, how do I suppose to know I had this debt? My cell is on 24x7 and my email address never changed too. Please assist.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action, including the removal of this collection item off my credit report in main business bureaus. Therefore, if it does, will consider this complaint resolved.

Regards,

Review: [redacted] 1828 E Beautiful Lne

Phone: ###-###-####

E-Mail: [redacted]t

To whom it may concern

This letter is to further describe the incident which resulted in the damage of a computer and statement of loss.

On September 20 2013 SRP disconnected the power at address [redacted] to upgrade and change the meter. This shut down or power turn off was not communicated to me, the current owner and resident of the property. On my return from work later that day I noticed that there had been a power interruption due to all electrical appliances required resetting and rebooting. Later that evening when attempts were made to turn on the computer the computer would not power up. This is a laptop which had been plugged into an electrical outlet during the power shut down. There had been no previous problems with this computer.

The computer shows that power is being received by the computer but the computer does not initiate boot-up or the mother board is not responding. The computer was taken to [redacted] to the computer service department, where I have a contract for maintenance and repair, and it was determined that the computer is unable to boot up due to mother board malfunction. The service department was able to save data on the hard drive and transfer this data to an external hard drive.

Had I been given notice that the power was to be shut down for maintenance I would have made sure all sensitive electronics would be disconnected from a power source especially the computer. The suspicion is that due to the power off and subsequent power up there was a power surge which damaged the computer. The entertainment system is connected to a power surge protector and did not incur damage.

I have included the required paperwork including the receipts and expenditure thus far as well as an estimate of the replacement cost of the computer.

Current cost: Diagnostic of the computer: no cost as this falls under a contract of service

Cost of data retrieval from hard drive: $77.14

Cost of external hard drive to transfer data to: $57.85

Tax: $4.80

Estimated cost of replacement of the lap top computer not the original cost: Approximately $600.00

Total of claim: $739.79

I have since spoke with a gentleman concerning the claim which was filed. He explained that there was no negligence on SRP for the above incident. He stated that power was shut off and that it was most likely the cause of the computer damage but that SRP is not liable since they did not have to inform me that they were in fact shutting off the power to perform the repair to the meter. He did offer to give me a credit of $200.00 for the “inconvenience and customer service. This barely covers the cost of the data recovery and does nothing to assist in replacing the computer. I would like to know if this is indeed an accurate statement of SRPs policy and if there is further recourse to attempt to recover the loss of the computer.

Sincerely

Ron HankinsDesired Settlement: To provide reimbursement to replace the damaged computer. I feel that the computer would not have been damaged had I been notified of the power shut down.

Business

Response:

[redacted]

###-###-####

October 10, 2013

[redacted]s

RE: Revdex.com Complaint ID#: [redacted]

Dear Mr. [redacted],

Thank you for contacting the Revdex.com regarding your question about SRP’s handling of your claim. The Revdex.com has asked that the [redacted] respond to you.

First of all, let me say that on behalf of SRP, I am very sorry for all the time lost and frustration that have occurred due to the loss of your computer. I have gone through similar frustrations myself with more than one of my home computers. It is a hassle.

In my research of your question whether you have further recourse to attempt recovery of losses, I found a link documenting SRP’s Rules and Regulations (attached) which states:

6.9.7 Service to Customer is expressly conditioned upon, and, in consideration for the services being rendered to Customer by SRP, the Customer hereby releases and agrees to release SRP from any direct, indirect or consequential loss, damage, claim, charge, cost or expense of any kind or nature that has resulted or may result, in connection with variations, curtailment and/or interruption to electric service to the Customer.

6.9.8 A variety of protective devices and alternate power supplies that may prevent or limit damage that may arise as a result of the events described in this Section 6.9 are available for purchase by the Customer from third parties. In addition, insurance coverage for such damage may be available

for purchase by the Customer. Unless Customer has entered into a written contract with SRP for temporary back-up generation, SRP has no obligation to provide back-up generation in the event of a scheduled or unscheduled outage, or otherwise. Customer assumes full responsibility for obtaining the necessary protective devices, alternate power supplies, and insurance, and SRP shall in no event be liable for any loss, damage, claim, charge, cost or expense of any kind or nature that Customer could

have prevented or insured against through procurement of protective devices, alternate power supplies, and insurance.

6.9.9 Customer shall use reasonable efforts to avoid or mitigate its damages or

losses suffered as a result of SRP’s conduct under Section 6.9.

Although they offered $200, it appears that SRP is not obligated to issue a credit for the interruption and subsequent damage to your computer. As the rules and regulations statement suggests, customers are responsible for protecting electronic equipment. I am sorry to hear that only part of your electronic equipment was protected.

I will see to it that SRP Claims department issues the $200 right away and would suggest that you protect all electronics in your home with necessary protective equipment as SRP cannot guarantee uninterrupted service.

Please feel free to contact me at the [redacted] office ###-###-#### if you would like to discuss further.

Sincerely,

Senior [redacted]

Consumer Affairs

###-###-####

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 have decided to accept the offer of resolution with reluctance. I feel that SRP is responsible and could have prevented the damage to the computer had they informed me of the planned power disruption. Unfortunately I now have to replace a computer as well as the cost of data recovery from the damaged computer and will receive only a fraction of this cost from SRP. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,