Arizona Public Service [APS]
Reviews and Complaints

Hello,

I've submitted this complaint on 1/4/18 at 3:11pm to [protected] and spoke with Whitney, and no action to date.

I live at 1422 E Desert Cove Ave, Phx AZ 85020 and noticed that APS services did something to the power lines off of power pole 16651 3 D, (added 3 brackets to line) located across the street from my driveway, (on Santa Fe condo appt south side by entrance). The service generates a very loud consistent buzz with very short pauses of silence.

I understand that progress is necessary and this is probably one of those situations, however the modification has cause significant environment pollution.

Pleading to please address the problem.
Melissa G Martinez
[protected]
[protected]@cox.net

In the last few weeks we have been without power 3 times. Last night it was out for 5 hours, last Wednesday it was out 9 1/2 hours and a few days before that it was out 4 hours. It seems like it is always in a small area that goes out each time. Each time we called and could not get any reasonable explanation as to the problem or when it would be resolved. All of the power outage was at night or weekend which makes me wonder about overtime issues. So with all the hours power is out we wonder about how safe our food is and we are paying for other services (i.e. satellite tv) that we can't use.

I set up a payment arrange to have my payment of $219.25 added to my next bill. When the new statement came out it was $1, 104.00. Not only was the $219.25 added, but the regular charge plus a $574 deposit was added. If we need help paying our bill, what makes APS think we can afford an additional $574 deposit. My bill is $1, 104 now. This is insane! They sent me a final bill. I am so upset, we may need to move now because I can't afford my utility bill.

In The past week we have lost power three times for several hours each event. The first time was Jan 1. Power was out for 9.5 hours. We were initially part of a 4800 home outage. At 6.5 hours in, everyone was back online except the last 503 homes. I was one of those. That took an ADDITIONAL SIX HOURS to bring back up. A few days later those same 503 homes were out of power AGAIN for a few hours. Last night several of that same group was out AGAIN from 6pm until 10:30 pm. (The online outage map said 93 homes, but didn't even include our street so I am not convinced of the reliability of that #)

I have spent an additional $40 this week on batteries, battery powered lanterns, and battery chargers for my phone . You might argue those were convenience items. I don't think keeping emergency power for lighting to prevent falls, and cell phone chargers for security, since our other security systems are out and homes dark, inviting criminals in, a "convenience". In fact it was a hassle and INconvenient expense. Some of my neighbors use breathing machines when they sleep. They had no choice but to wait until power was restored to even go to bed. These power outages keep happening after hours and on holidays. I'm beginning to wonder if your emergency teams are sabbotaging thing for extra OT income.

I sincerely hope you are monitoring repeat outages and making plans for a PERMANENT resolution out here.

Thanks for listening
Jil Spangenberg
13530 E 49th LN
Yuma, AZ 85367

APS had a planned outage for Thursday December 7th between 10am and 1pm, but instead the power has been out for over 6 hours and they continue to push back the restoration time. I have a fridge full of food that has gone bad and children that need to eat. I am holding aps fully responsible for the compensation of my groceries. This is beyond ridiculous!

We had solar panels installed and we needed to go through a process of approvals and inspections in order to finally receive approval from APS to operate the panels and start returning excess power generated into the electrical power grid, for credit toward our APS charges for monthly power consumption.

See the screenshots showing our request to expedite the process and the APS response. APS is taking longer than any other entity to give us Permission To Operate and install the meter necessary to obtain the PTO. When I requested to have the process expedited, APS replied with what reads to me like a statement saying they are running 13 days (NOT business days) behind and there is nothing they will do to expedite. That reply reads to me like they were saying we would receive PTO in about 13 days. It did not mention that there would be an additional waiting period after the 13 days.

Today, 15 days after they received notification of all other inspections and approvals, we received an email from APS saying it could be as much as 15 - 20 BUSINESS DAYS MORE, before they are able to install the meter and issue the PTO.

Considering the fact that our use of solar power will actually benefit APS, returning FREE excess power back into the electrical grid, one would think APS should make an effort to install the meter and issue the PTO. Since they have not done this, I assume the delay is deliberate. It is most certainly inexcusable and unacceptable!

APS should be REQUIRED to expedite ALL inspections and PTO requests from solar installers ASAP, in order to promote the use of sustainable energy, rather than the dirty energy APS produces in large measure. APS is deliberately stifling competition from solar companies in an effort to protect their own monopoly. They talk a good game, but the reality does not match their hype.

As you can see in one of the attachments, APS has been aware of this particular solar installation since Aug. 21st, and in another attachment, they were notified of the local authority approval (the last one before APS needs to install the meter and issue PTO) since Oct. 18th. And yet it is going to take them approximately another month approximately to finally get around to issuing the PTO. PITIFUL, RIDICULOUS, INCOMPETENT!

10/20 I made an online payment for my electric bill that was then returned due to insufficient funds. 10/27 attempted to make a payment online and received an email from APS stating that I could no longer make a payment online that I had to go to the Kiosk to make the payment in person. 10/31 I received an attempt from APS stating that a payment was coming out of my account, however, I don't have enough funds in there to make the payment and per the email I received from your company I needed to make the payment in person which I was going to do on 11/3 and the payment still be on time. I called to explain what information I received from APS and the person who helped me pretty much said that it was to bad that it happened but will be getting another fee of $15 after YOU APS told me I can pay the bill online. I swear I hate dealing with you guys, worst electric company. I need to move back into an SRP location as I have never had problems with them. Ridiculous. On top of that your telling me at 2 bedroom apartment is running me $300-$600 you must be out of your mind!

Hi sirs,
This is Hafid Smaisem, my aps account is
[protected].
I payed the bill of September 2017 before due date but I received an email inform me the the amount returned to my account and you charge me $17 as a fee, why’re?
See below please the email confirmation for
Paying bill

From: [protected]@aps.com
To: [protected]@yahoo.com
APS - payment posted
September, 19, 2017 at 9:63 PM

Payment Posted

Your payment has posted to account 6570XXXXXX for $462.46. No need to call us to confirm your payment. To view your updated balance, visit MyAccount.

Thanks for using aps.com.

Tip: By making small changes to when and how you use energy, you can save money.
Learn how to lower your bill at aps.com/shiftstaggersave.

Please DO NOT REPLY to this e-mail address. This mailbox is not monitored.
APS Terms of Use | Privacy Policy
aps.com | 400 N 5th Street,

F.y.I I payed the new bill with the charge ($479.21)
But I need to return the charge to my account.

Regards
Hafid smaisem
[protected]

I have been systematically reducing my usage, and the temperatures outside have gone down, yet I now received a bill that is three times the usual amount and states my usage went up dramatically. I live in a 500 square foot apartment, haven't changed one thing except to turn UP the thermostat to save power. Either the meter is defective, or nobody is actually reading the meter and APS is "estimating" usage again in order to charge people more money. This happened to me in the past and they didn't actually read my meter, so they had to replace it and refund the overcharged amount. I'm really sick of this, and am on a very tight low-income budget. This has to stop. It is NOT okay to start arbitrarily charging people more money for less service and power.

Because APS got a returned mail notice from us, we never got a statement, and there was no courtesy call to let us know that was the situation. My fiance and I have lived in our apartment for 6 months and for some reason the customer service team just can't get that right. Didn't get a statement in the mail having busy lives we lost track of what we owe and then all of a sudden shut off to the correct address? My fiance has spoken with 3 different people trying to pay our bill, after being disconnected twice and no one had the decency to call him right back. APS has by far the worst customer service out of any company that I've ever had to negotiate with.

The third party company Conduit shows a complete lack of respect for people calling in regarding energy support process. They are condescending, refuse to transfer to a manager, and will flat out lie and transfer back to APS. They create more hoops than necessary and are disrespectful. APS absolutely needs to reconsider this business relationship because this reflects poorly on the organization as a whole. This is creating a drain of resources for APS, and a liability.

Meters are wrong, they had been changed out by APS at least times because of corrupting incorrect data, first 5 years paid over $30, 000++ for using two rooms only of cooling and thermostat set between 75-82 degrees for small 450 square foot living space(garage turned into my home)APS has never refunded any of monies paid, when told I was going to bluestake all my property borders to see who or whom maybe more than one underground tap line bill dropped to approx $50-$100! Please read my comments as follows:
YES sue them and count me in! My very small home is about 450 sq ft-(although it is listed as being 600 sq ft this is not true) but am cooling only two rooms{everything closed-up, vents sealed shut}, approx at most being generous with thermostat set always between 75-82. For first 5 years of living here I have paid over $30, 000 just to APS!, When called to complain again again and again. I told them someone is stealing my electric OR APS meters corrupted!(APS came out to change, replace, bad meters at least {three} 3 times that I know of. Now the readings used to be for anywhere from 20-22 days, once in a-while it would be 28 days reading. When called they told me call Phoenix Police to have them look for outside wires! I called PHX police as instructed by APS, PHX Police laughed at me and refused to look. PHX Police said"we are not electricians-call APS and tell them to address this issue!" Well again I call APS to tell PHX police response- a friend was with me while I had APS on speaker, he stated we were going to have entire property blue-staked because all surrounding properties have basements, squatter guy named Joe Cisneros(not sure last name spelling) had-has undergound tap lines to next door basement was stealing my APS electric, believed lineS cut because bill dropped for about 6 months from $350-$499($501 highest) to each month $50-$100! Now this last two months had drastic increase again ranging over $330-$514 for ONLY 14 day meter read dates, so I get two(2) bill in less than 30 days. Son called APS and customer service lied to my son saying "read days were 30-32 and bills are correct! This is all lies--I have bills in hand and EACH bill is for a 14 day read! Now my 30-31 day bill for the 300 sq ft(only 2 rooms living area and bedroom cooled only) is approx $750-$800++ and the AC unit is turned completely off! I am using two small window unit acs(one for each room) and they are only 5 thousand BTUs total amps pulling under 4amps each max. PLEASE someone help me, I am a disabled widow with not only my husband passed-away but also 5 children and now my last known relative-my uncle now passed-away. This meter is going so fast something is definitely wrong since last 2-6 months, billing has increased for only 14 day meter read dates beside the taxes and fees being more than actual electric usage, the increase is impossible to pull out of here even if every appliance is turned on(which it is NOT I even have microwave unplugged to save energy because it has a clock! APS refuses to investigate they because nothing suspicious going on with billing. APS states last year bill same month was over $400 for the small area of cooling, this was true but believe bill was for 20-30 day meter read days BUT last year I called and called to complain again someone stealing via underground tap lines! APS said too bad bill has to be paid OR we will disconnect you! If you get disconnected you will have to give at least a $400 deposit plus more fees to reconnect! PLEASE is there anyone out there at all who can help me sue APS and help me not get disconnected this month? I can NOT get any aid until 11-18-2017 earliest apply date because of once a year allowed assistance, which was given last year on 11-18-2016, aid needed because of these outrageous bills from APS and even high water billing, this small home is hot it is about a constant 88-90 degree temp inside and even sometimes higher! APS has collected and billed me thousands and thousands since I have been here and cannot afford to move, I fear whoever has Underground tap lines may even threaten my safety because of my exposing some suspicious Underground surrounding area basement activity that makes my home very hot with underground booms and weird chemical smells coming up from ground and with unusal high water/APS electric usage. Someone is stealing electricity OR again APS has faulty meter reading for the short 14 day reads and last bill even had another 4 days shown on back of billing from [protected] to [protected] for another approx $25 a day billing in addition to the $514 for two 14 day meter reads, this is a very small space and bills have been constantly HIGH ranging anywhere from $300-$500++ for 14 days!@!@! Please someone, anyone at all PLEASE PLEASE HELP ME!
Service address is 2018 W Jefferson Street

My name is Nicolette Clark and I have been a customer for the past 3 years. I called in to request a payment arrangement as I usually do because I have many medical bills to pay. I was refused this due to a broken agreement, something I had never been informed of EVER by any representative I've ever talked to. I was not given my arrangement and received terrible service of a man yelling over me, a customer and trying to make me feel like an idiot. I'm usually a very nice person but when I'm treated like I child I go off. I have tried to work with your company many times but somehow I always get screwed over. This is the last thing I need. All I asked was to get my bill for July due August 7 pushed until the 31st.

My new Tenant was denied service due to old tenet abandoning the property and owing APS, and because the new Tenant stepped up and decided to move from California to move in and because she is the old tenants relative APS has demanded the new Tenant to pay his debt off before they will allow any service on my property .. home invasion has occurred on 7/29/20127 they Took everything that was in the home including personal needs . this has been our family home for over 18 years . APS had requested certain information in order to start service in which I have provided I have also provided the old tenants phone number(s) oh and then APS says do I have a court order eviction notice ? the state of Arizona doesn't require a court order but again the old Tenant abandoned the property .I stated I can provide an eviction notice but then said nope the new Tenant will have to pay off the old tenets debt or APS will continue to deny service .. that is not mine or the new tenants fault this happened so why must this be placed on us as if it was our debt .

I live in North Phoenix with my wife and four kids. We started to have some financial difficulties due to loss of income and could not pay our bill for the month of June 2017. I called APS and made an arrangement to pay this bill and the next bill on the next due date. We were on the equalizer program but got kicked off for being late and it was not enough this left me owing $2040.30. We agreed to pay this in full before 8-1. After that my wife received some monies and I decided to pay the one of the bills for $944.30 and they accepted the payment. When the first got close to the date the rest was due. I started receiving calls to warn of a disconnect on 8-1. I called and tried to explain that we paid part of that and that I could pay the remaining balance. They said this would not be good enough and that I had to pay all even though I paid part of it earlier. After trying to work with the APS customer service they came back and said that I would have to pay all or be disconnected. I offered the best I could do is pay them another $1, 000.00 today and the rest next week they said no. I will be disconnected tomorrow. I pleaded with them and let them know that I have 2 infants at the house and she did not care. So here I am I paid early part of payment and paid the rest and they are going to shut me off for trying to pay early from the arrangement. I don’t owe any other bills at this time. The next bill is due on Aug 9th. This is wrong don't pay early they will still disconnect your service. I am going to be disconnected for paying exactly what they asked for by the date they asked for it. Just paid part of it early.

It is easy look at the arrangement and look at what has been paid since the arrangement was made I have paid the full amount that was agreed by the date that was agreed

Robert Baker

In January 2017 we contracted for the installation of solar panels and the connection of the new system to Arizona Public Service. The installation was completed in April 2017 at which time we paid the balance of the $25, 000 installation costs as required by the contract. We are currently making payments on the loan for the system as well as making full payment for electric services from APS. To date, the system is still not on line with APS due to continued changing of requirements by APS.
The entire project has been problematic, but we will not detail that history here. We will state that we have been responsive and accommodating in resolving several issues which have arisen, none of which were of our making. The issue now is that, APS is demanding that our electric meter be moved to the front of the house or that a gate be removed exposing the entire side of our house to the street. We have already moved the gate once to accommodate an APS demand. At that time, the moving of the meter was not raised by APS. The meter has been behind the unlocked gate for the 16 years we have lived in this house. Inspection of the neighborhood shows no other utility meters visible from the street. We understand that the utility has the final say as to connecting the system. However, their changing requirements have reached the point of seeming punitive and obstructionist.

I just bought a house in Surprise, AZ. I called APS to have the power for the house switched to my name. Instead, they went to the house and shut the power off and installed a lock were the meter should go. Three days later, hours on the phone and still no power. I've talked with over 13 different people, most that have told me my power is on and to stop calling. Finally someone said they would send a technician to the house. Now day four of zero power and no technician to turn the power back on.

I'm at a loss for words and really have no idea if and when my power will ever be turned on. It's absolutely unbelievable.

Any company that was remotely user friendly would make a seemless transition to a new system. Instead APS essentially requires you to go through a process similar to opening a new account, despite nothing about the account has changed. This sort of stupidity seems to go with them being the only service provider in my area.
I opened my account over 7 years ago and am now required to remember what ID I used for "security" purposes. Perhaps someone will hack in and pay my bill? I likely used an old passport which I cannot locate and can't remember the number. Totally ridiculous when nothing has changed ( except my ability to pay the bill in a simple manner)

I sit here worried about how to pay my bills and read about Complaint Details. As if it would help to provide all the information. Really? Then I laugh at the last part on not using abusive language. I feel pretty abusive right now. The only way I could resolve the issue was to pay over $800. APS has you by the short hairs because I can't not have the service. Mom, come get me because I can't afford things down here (mom passed in May).

I started service with APS at my current address on 11/15/16 which I was required to make a deposit of $200 for. Then on approx. 11/28/16, I received a notice that said I had a previous balance at another address that they had rolled onto my current account and they were threating to disconnect service. I made arrangements to pay $300 on 12/22/16 I made a payment of $50 on 11/30 and $250 on 12/15 - well before the schedule dare of 12/22. Then APS rolled apparently a bal from another address of 96.80 that they did not communicate to me. I got a door knocker tag for disconnection notice approx. 12/26. I called on 12/28/16 and spoke to a rep that said it was an error and he gave me a credit for the tag charge and said I was good with the payment I had scheduled for 94.03 to come out on 12/30. Then on 12/29, they disconnected my service! I called and the rep was adamant that they would not restore the power even though I was not delinquent on the current prop and had a payment scheduled for the next day (payday). She would not listen to what I was explaining to her and was rude and curt and the end of my conversation with her. So, I asked for a manager and that still took time to resolve. In the end, my power was restored but seriously - I had to go through all this. APS is not very organized, professional or courteous. Not to mention, they cost almost double what SRP charges - at least compared to my bills.