BBB Logo

Better Business Bureau ®
Start With Trust®
Central, Northern and Western Arizona

BBB Accredited Business since

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This is a public power utility company, providing electricity and water to Central Arizona residents.

Request a Quote

Request a Quote from SRP

BBB Accreditation

A BBB Accredited Business since

BBB has determined that SRP meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for SRP include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 45 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

45 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 25
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 19
Total Closed Complaints 45

Customer Reviews Summary Read customer reviews

2 Customer Reviews on SRP
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

top
BBB file opened: February 01, 1958 Business started: 01/01/1903 Business started locally: 01/01/1903
Type of Entity

Corporation

Business Management
Attn: Consumer Ombudsman Office, Consumer Ombudsman
Contact Information
Customer Contact: Attn: Consumer Ombudsman Office, Consumer Ombudsman
Business Category

Electric Companies

Alternate Business Names
S.R.P. Agricultural Improvement & Power Dist. Salt River Project Salt River Valley Water Users' Association

Customer Review Rating plus BBB Rating Summary

SRP has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Web Addresses


Complaint Detail(s)

10/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 9/22/2014, I received an alert from ****** ***** stating their was an update on my Credit Report. When I reviewed the information it was from **** ****** **** in *********** **, representing **** ***** *******, stating that I owe this company 141.00 from 2011. I called SRP, on 9/22/2014 and spoke with several people, ******, *****, ******, **** and *****. SRP advised me that I had a remaining balance on a bill when I lived at *** ** ***** ******* ** ****** **, absolutely not true, for a few reason, the first one, the numbers do not add up correctly, after speaking with ******, she advised me of all my bills, as follows: ******, ******, ******, *****, *****, *****, *****, *****, ******, *****, *****, ****** and ******. 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 payment

Desired 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 ****** ******** ******,
On 6/16/2011, *** ******* emailed SRP a turn-off request effective 7/27/2011 for *** * ***** ******* *****, but the order was entered as 6/27/2011, in error.  As a result of this, *** *******’s SRP Bill Account (B/A) #*********** was turned off on 6/27/2011.  *** *******’s SRP B/A #*********** 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, *** *******’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 *** *******’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, *** ******* informed SRP of the turn-off error and therefore a new SRP B/A #*********** 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 *** *******’s $275 deposit from SRP B/A #*********** 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 #***********.  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 *** ******* 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:       ****** *******
                                         **** **** ****** *** ****
                                         ************* **  **********
 
*After this final bill was mailed, an additional transaction took place whereby SRP applied the $73.13 credit from SRP B/A #*********** towards the $214.36 account balance on SRP B/A #***********, 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 *** *******’s $141.21 debt from the ********** ****** and write it off – this typically takes about 2 days.
 
2)     SRP Credit will request the ********** ****** remove the item from *** *******’s credit report – this typically takes 30-60 days.  Please know that SRP has no control over the timing on this.
 
If *** ******* should have any questions concerning this matter, please have her respond to SRP Consumer Affairs.
Sincerely,
**** **********
*** *********
SRP Consumer Affairs

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: (1) I am a Social Security recipient and have been paying for the electric bill most of the time on a monthly basis yet find the charges to be excessive with respect to my income plus is not working with respect to their SRP Basic Price Plan and/or any other arrangement they claim to have in place for persons struggling with thier current low incomes. (2) Since I am making the majority of the payments I need to have my name instead of my brother's on the account in order to receive payment credit for the electric services given, though he looked into this and found that we need to cancell and re-open an account in order to substitute my name for his? I hope that these issues will be solved ASAP and appreciate your servcies in all their help as an ongoing problem matter, thank you.

Desired Settlement: (1) To lower the charges/billings with respect to my Social Security income and/or their working low-income payment plans and grant a refund/credit to the account for any excessive chasrges that have hurt my Social Security based income. (2) Change his name to my name on the account for proper billing payment credit.

Business Response: SRP Consumer Affairs has contacted ******* regarding her complaint and offered options relative to changing the account to her name and the deposit requirment. SRP Consumer Affairs also provided additional information about the Economy Price Plan Discount and the Basic Price Plan. 

Business Response: SRP has offered options to *** ********* in an effort to accomodate her request to have electric service in her name. Also, SRP has attempted to contact *** ********* again, via phone and email, to further discuss this matter, but no response has been received.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/21/2014 Advertising/Sales Issues
5/20/2014 Problems with Product/Service
5/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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, *** 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 *** 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, ***.  However, it was not until 4/9 that the bank returned the payment stating "CC (credit card) auth revoke.”   *** 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 ***'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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 *** financial were made aware of the double payment right away.  When we called SRP they of course referred us to *** financial basically saying there hands are washed of the double payment because they have nothing to do with *** financial we had to call them.  We called *** 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 *** 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 BBB 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 *** 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. ******, 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. *** 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed app

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

Regards,

******* ******

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

5/13/2014 Problems with Product/Service
3/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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, ****** ****, 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 ****** 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.

******* 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:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/17/2014 Problems with Product/Service
2/13/2014 Billing/Collection Issues
2/12/2014 Problems with Product/Service
1/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 BBB.  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:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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
************

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 *********** ******* and has negotiated payment arrangements on an outstanding bill.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *** ******* 1828 E Beautiful Lne ******** ** ***** Phone: ###-###-#### E-Mail: ****************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 **** ** ********* **** ******* ** 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 **** **** 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 Hankins

Desired 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: ******** ********* ******
**** *** *****
******** ** **********
###-###-####
*****************
 
 
 
October 10, 2013
 
*** * ******s
**** * ********* **
******** ** *****
 
RE: Better Business Bureau Complaint ID#: *******
 
Dear Mr. *******,
Thank you for contacting the Better Business Bureau regarding your question about SRP’s handling of your claim.  The Better Business Bureau has asked that the ******** ******* ********* ****** 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 ********* office ###-###-#### if you would like to discuss further.
 
Sincerely,
*****
 
 
***** *******
Senior *********
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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

****** *******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 8/30, I submitted a request electric service to my new apartment. After completing a credit check, SRP notified me that they were unable to waive the deposit of $275.00. When I asked SRP why I was being charged the deposit, I was told by ***** ***** that they use a credit check through ******** and to contact them with any concerns. So spoke with ******** at ******** who said they don't make determinations as to whether or not the deposits are waived, they just send SRP my credit history, contradicting what ***** told me, saying they get a "pass" or "fail" score. Prior to that, I pulled my ******** report and was rated as low risk and have no derogatories on my report, which doesn't support the depsit requirement. I contacted ***** again and told him what I had found and felt I was being charged unfairly and with no explanation and told him even the apartment complex I'm moving to waived my depsosit based on my credit report. At that time, I asked ***** how I could escalate this issue to dispute. He reponded with a form email and did not provide me with a means of escalating the issue within SRP. I have the full string of emails that were sent back an forth.

Desired Settlement: I want deposit waived. If it can't be waived, I want a detailed explanation why.

Business Response: The criteria is a complex system developed by the Utility Industry and unfortunately, SRP representatives do not have a breakdown of the matrix used.  However, Mr. **** can contact me to discuss this further, if he desires.  I can be reached at ************.  The deposit has been waived as a courtesy and exception to SRP policy. Sincerely, **** **********, *** *********, SRP 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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

**** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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******** 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/****** because that was not acceptable, not my error, risking losing my job dealing with this matter and ****** 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: Better Business Bureau Complaint ID#: *******
 
 
Dear Ms. ******,
Thank you for your comments to the Better Business Bureau 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 Better Business Bureau 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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** 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.



**** 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,

****** ******


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2013 Problems with Product/Service
7/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I moved out of an apartment on 6/30/2013 and SRP is charging me $50 for the day of 7/1 stating that the other occupant did not transfer the service to their name until 7/2. This is an apartment complex. The date my lease ended I had no access to the apartment. They are charging me for service I never received. They should charge the apartment complex for the electricity they used on 7/1/2013. In addition to that, I was using M-Power Box, which my daily power usage was around $6.00/day. Somehow eventhough I was not there instead of a $6 daily usage the amount they are charging is $50. They are charging an exorbitant amount of money. For one day of service.

Desired Settlement: Adjust the billing to show end of service of 6/30 instead of 7/2 and bill the apartment complex for the electricity they used.

Business Response:
Thank you for allowing SRP to respond to this complaint.  The $49.16 balance now remaining on *****'s electric account was the result of an unreturned User Display Terminal, rather than power usage from 7/1/13, as the customer first believed.  I contacted ***** today and this matter has been resolved.

Thank you,

****** ****
Sr. Consumer Ombudsman

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: on the day of june the 9th i come home from a family emergency to no power and srp stating i owed 69 dollars before they would allow me to put electric on my empower card so then i found a way to pay that now today they come up and say again i owe 69 dollars before they would allow me to put electric on my empower box

Desired Settlement: i want them to stop thinking just because they are the power company they think they can bully people around it is the hot season in ARIZONA and they think they supply your electric they can bully you around i want these bogus charges to quit popping up and stop not letting me put electric on and the supposed charges i want put on my box

Business Response: Consumer Affairs has researched this complaint. Customer's power was disconnected due several payments returned for insufficient funds. SRP deferred payment on some of the fees and customer is back in power. Consumer Affairs contacted customer and gave a full breakdown of fees/charges/payments on his account. Consumer Affairs also advised the customer to contact our office first should he find himself in this situation again, and possibly we can help find a solution before his power is disconnected.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing to complain about the service I received from SRP on May 15, 2013. I arrived home in the evening a little after 5:00 pm. As I was walking up to my unit in the ** **** ****** ************, my upstairs neighbor came out to inform me there was a power outage that was affecting our units and several others. My neighbor then told me that SRP was already aware of the situation and was working to fix it and that it should be back on in a couple of hours. I live in Phoenix Arizona. We are already reaching a hundred degrees and over, so to not have access to running AC in my condo is more than inconvenient. Since my condo was too hot to stay in, my boyfriend and I decided to go run some errands so we could as least try and stay cool with the car’s AC. After going shopping for a bit we decided to call SRP and get an update. This was around 7:00 pm. My boyfriend was the one to make the first call. He explained the situation and the representative said that they were working as quickly as they could and were sending out a larger team to address the issue since it turned out to be a bigger problem than they expected. She said she would call us once the power was back on. We waited another hour and half, and still hadn’t received an update about our power outage. I started to worry about all of our food and if it was going to spoil in the fridge and freezer. I wanted to be prepared for the worst so I thought it would be a good idea to give them another call and get some more updates. I was the one to make the second call. After I explained the situation to the new representative, she put me on hold for well over five minutes to get updated information. When she advised me I may not have power until 10:00 pm – 12:00 am. I was quite frustrated. I knew I was going to have to buy bags of ice to stick in my freezer and fridge to try and keep my food from going bad. When I expressed this to her and asked if I was going to receive a credit for all the supplies I was going to have to buy and for being without services this long all she offered me was a $5.00 credit, which wouldn’t even cover the cost of ice. After I told her that she offered to get me a supervisor which I accepted. As soon as I started talking to the supervisor and explained how the credit was insufficient, she offered me a $10.00 credit onto my account and that it would be effective immediately. I accepted, but was still worried about my food going bad and having to try to sleep in my condo without any AC. I asked the supervisor if they knew for sure if the power would be back on by midnight. She did not give me a solid answer. All she could advise me was that the SRP crew was going to have to get blueprints of our area because they were probably going to have to dig up quite a few things and check the wiring. She also stated that SRP simply can’t guarantee power one hundred percent of the time. Which I can understand, but I feel like she wasn’t even trying to properly compensate me for everything I was going through. She came off very unsympathetic and couldn’t seem to comprehend how I felt as a customer. I was on the phone with them for over 35 minutes, and after only receiving vague excuses I decided to end the conversation and get to work on trying to get all the supplies I would need to make it through the night without power. I was planning on buying a couple of flashlights and over several bags of ice. But since I was only given a $10.00 credit, it wouldn’t even cover all of those expenses. So I had to settle with buying four bags of ice which was about $8.00 after tax. When I arrived back home, which was around 10:00 pm, the SRP crew was there, but they hadn’t even started digging. My boyfriend and I then had to take turns going into the house. I stayed outside in the car with it turned on so our phones could charge, since they were our only form of an alarm clock that would function in a power outage, and we both had to be up early the next morning for work. While I was in the car my boyfriend was in the house filling up Ziploc bags by candlelight so we could distribute the ice properly in our freezer and fridge. After thirty minutes we switched places. I finished putting all the ice where it needed to be around 10:45 pm. My boyfriend came back into the condo a little before 11:00 pm, as our phones were finally done charging. He said he talked to one of the crew members and said they would definitely be done working by midnight. I was glad to hear that since they had recently started digging up the gravel which was causing quite the commotion. We decided that we would try to sleep even though it was very hot in our condo and there was a bunch noise going on outside from the SRP crew working. Unfortunately we still did not have power by midnight and I was not able to get to sleep until after 2:00 am. I barely got over three hours of sleep before I had to be up for work.

Desired Settlement: Seeing as we didn’t have power for well over six hours, and that we had to spend gas, money, time, and lost sleep on this whole ordeal, a $10.00 credit on our account is well below insufficient. I would expect no less than an additional $25.00 credit on my account to make up for everything I had to go through as well as the poor customer service I received from their call center. The most frustrating thing about this whole scenario is that I’m stuck having to use SRP for services. Because of where I live APS is not available to me, whom I have always received fast and courteous service from. I feel like I have to go to BBB to get SRP to understand my plight. I also want to make sure they never provide this terrible of service again to me or anyone else. I would be more than appreciative with your help and cooperation on this matter.

Business Response:

Consumer Affairs has been researching this matter on the customer's behalf and attempted to contacted the customer.  A formal response will be submitted once the outcome is known.  Thank you.

****** ***** Consumer Ombudsman

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* *********

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/30/2013 Problems with Product/Service
4/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This problem is regarding another home that was just finally sold at a short sale. I had had tenants and they left around November. I had to change the utilities to my name to keep showing the house with the pool running. I had thought I had made the SRP payment last month. Nonetheless, I receive a bill this month for $249 at acct # *********** for **** * ***** ***** *** During this time, other than a mini pool the size of about 5 foot deep and 1.5 rowboats long, I may have used the a/c for an hour or so, and the outlet for using my pc as I'm a student right now. I don't have much money, I don't understand how a vacant home could rack up charges like this. I wrote this complaint to see if anyone could have compassion for this issue and let me not have to pay too much for too little service.

Desired Settlement: I'd like an adjusted bill reducing the charges for a broke student who doesn't use the home. If someone could call to explain and offer support for this, it'd be greatly appreciated

Business Response: Thank you for allowing SRP the opportunity to respond to this complaint. 

On 4/9/13, I contacted ****** ******* to discuss the electric service account in her name at **** ** ***** ***** ****** ********.  I reviewed the billing account records, as well as meter reads for the time period ****** was in service from 12/3/12 - 3/28/13.  No problems were found with SRP's billing or the meter reads at this location.   As a customer service gesture, I did reverse three late payment fees of $5.51 charged to the account totaling $16.53, which brought the amount owing down from $266.12 to $249.59.   ****** was satisfied with this resolution, and stated she would pay the remaining balance by close of business 4/9/13.

Thank you,

****** ****
Sr. Consumer Ombudsman
SRP

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase electricity from SRP for my home. In August 2012 I elected to switch from a smart meter, to a standard meter and pay a monthly field visit fee to have a SRP representative come to my house and read my meter every other month. The reason for this change was that with the smart meter, though I could look online and read my electric consumption, many days were marked with an (*) indicating that it was not a 24 hour meter read. I wanted to track my actual daily consumption, so a standard meter seemed to be the best choice. Since August 2012 I have had constant monthly problems with the billing for my electricity. I have received 15 bills since August as of today (that is 15 bills in 8 months, and I haven't been billed for March yet). Because my meter is to be manually read every other month, on the months my bill is NOT estimated, there are constant billing problems. I will receive 3-5 bills via email with "corrections". I have twice been billed multiple times for Field visit fees in the same month (I should only be billed this fee once a month). Every month I have to call SRP customer service and resolve my billing issue. All of this is frustrating, but my most recent billing problem is too much. My January 2013 bill was estimated, therefore, my February 2013 bill should be an actual meter read. I received my first bill February 13th that read my previous read (the estimate from January) was 8720 kWh. My current read read 10570 kWh. (So I had used 1850 kWh) I went outside and read my meter. It read 103XX (I forget the last two numbers) SO I knew that no one had actually read my meter. However, Often on months my meter is manually read, I receive an estimated bill followed by the actual bill. I waited, and on February 19th I received another bill. February 19th bill stated "Our goal is to read every meter every month. This bill is based on the actual meter read." My previous read read 8720 kWh and my current read read 10570 kWh. I KNOW my meter was not read on February 8th as SRP states it was. I called SRP and spoke to a representative who told me my bill was in the billing department being reviewed and I should receive an updated bill shortly. February 28th I received a new bill from SRP, along with an email stating I had a past due amount. February 28th's bill read: Previous read: 9070 kWh (notice, this is a large jump from 8720 kWh read in January on a bill I already paid - I do not understand how the company can adjust what they estimated my usage to be well after I paid my bill for that month! Also, February 28th's bill read that my Current read was 10570 kWh (read on February 8th). I looked at my meter on February 28th and it actually read: 10610 kWh. This would mean that I had only used 40 kWh in 20 days. (Which seems rather low). I called SRP and spoke to a representative who told me my bill was still being reviewed in the billing department and that he would make a note and place an order for someone to come read my meter. I called SRP again on Monday March 4th. He told me that No one had come to my house yet, and that my corrected bill should be generated shortly. He also told me my bill was due on March 6th in his system (though the billing I look at online says March 26th). I received an updated bill March 5th. This bill read that my previous read was 9070 kWh (incorrect) and that my current read was 9990 kWh (I do not know where this number came from). The bill also said that my meter was read on February 8th. I called SRP March 26th and was transferred to a supervisor named Tom. No one has read my meter yet, because I read it this morning (March 6th) and it reads 10760 kWh.

Desired Settlement: I pay for a manual meter reading every other month, and I want someone to come and read my meter for the month of February. I want to receive a single correct bill every month instead of this 3-5 bill garbage. I want the estimated usage SRP estimated for my previous read in January to be corrected back to 8720 kWh, how on earth is it okay for SRP to re-estimate a read on a previous bill that was PAID?! I would like this RESOLVED. I should not have to call SRP multiple times a month to speak to multiple people regarding my bill that is incorrectly generated! (Perhaps an evaluation of the billing department is in order?)

Business Response: This account changed from a smart meter to a basic meter in August 2012, per the customer's request and via SRP's opt-out program.  An actual meter reading was taken by SRP field personnel in August, October, December, and February per the opt-out plan agreement that the meter will be read every other month and the readings were estimated on the alternate months.  However, there was an input error on the February bill regarding kilowatt hours useds and other confusion on previous bills regarding re-estimations.  SRP offered an apology, a customer service credit and a summer 2013 electricity usage audit at no cost.  Also, after discussions, there was agreement that Molly will convert to the smart meter, on a trial basis, where daily usage information can be obtained without estimations.  SRP again apologizes for the billing confusion.    

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until December 31, 2013 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has a monopoly on electricity in my area. We don't have a choice or opportunity to use anyone else. I have not ever complained about my electrical usage in the 11 years that I have lived in the Phoenix area. SRP charged me $340 for the Month of September to October and there is no way that I had used that amount of electricity. The company is unable to provide me with a company that can do an independent audit of the month in question. I have a serious issue with a company that bills me whatever they feel like on any particular month and holds me ultimately accountable or turns off my electricity. Tantamount to extortion. I have a medical issue that requires electricity and I am not in a position that I would be able to survive without electricity.

Desired Settlement: I would like a considerable discount on the month in question.

Business Response: SRP records show Dr. ****** contacting the BBB & Consumer Ombudsman office for a similar high bill issue on 8/8/2008 while living at **** * ******** *** ********.  October 2011 bill for **** * ************ **. of $306.87 and October 2012 bill for $332.81, which is not much different and within acceptable range from year prior.  However, Dr. ****** said last year, there were 4 other people living in the home and it should be less.  Consumer Affairs then provided a meter test by an SRP certified meter technician, as well as a high bill audit by an SRP certified energy auditor on December 4, 2012 at no charge.  The meter test results revealed 100% accuracy for all three meter loads and high bill home audit did not find anything out of the ordinary with energy load of appliances.  Dr. ****** was advised that he can hire an outside contractor to perform a $99 Home Performance with Energy Star Audit for a more thorough investigation of the energy efficiency of his home, but that no problems were found with SRP equipment, and therefore SRP did not bill him for energy that was not used.  Although no problems were found by SRP, as a customer service gesture, Consumer Affairs provided a credit to Dr. ******'s account of $50 for his time spent on the issue. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

**** ******


 

 The complaint that I filed in 2008 was because I received a bill and it was for $0.00, I see that being honest and forthcoming has its consequences! Because SRP was unable to obtain the data associated with that month, they decided to arbitrarily charge me what they had the previous year. Even in Arizona, this is fraud. You cannot *interpolate* what someone's bill is going to be based on their usage the previous year. Therefore, SRP's argument is unfounded, I was not complaining about a high bill in 2008, I was complaining about the fraudulent way they had went about determining my bill. Furthermore, I had expressed to the ombudsman upon his visit that there have been cases where families have received neighbor's bills and he rejected that hypothesis stating that "That never happens". Where upon, their engineer* ****, came over and said, "Actually, it happens all of the time, we have an elderly lady who uses hardly any electricity living by herself and she receives a bill for the family of four next door". For the two reasons listed above, I present to the BBB that SRP is not interested in charging thier customers justly, they are interested in lying, cheating and squeezing every nickle they can out of their patrons. We have no other choices in terms of electricity and I have to use a medical device at night, so I have no other choice but to subscribe to their service. They do not accurately measure what is being used and they charge whatever they want. As a Quasi municipality, they should be subject to state or local government, since they obviously have a monopoly on a very integral utility! However, I guess this isn't America anymore because a large complany like SRP is allowed to function any way they want and spread as many lies as they can to stay in business. As for me, I will continue this fight against SRP who unjustly billed me for the Month of October! They are criminals and they should all be arrested!

Business Response: SRP records indicate that Dr. ****** filed a complaint regarding a bill for $289.51 on 8/8/2008.  The Consumer Affairs documentation of his 2008 complaint says nothing about receiving a $0.00 bill or that SRP estimated his usage based on the year prior as he has stated.  However, it does state that he felt there was something wrong with his bill because he had been out of state during the billing cycle in question, which was similar to the current dispute.  The reason this information was included in the response is because Dr. ****** claimed he had never called SRP to complain about a bill in the past, yet there was documentation of a similar complaint.  The ombudsman did not say that a switched meter "does not happen."  The ombudsman said that he had not heard of it happening. SRP is definitely interested in its customers as evidenced by the number of customer service awards it receives every year.  If Dr. ****** feels that the meter is not registering correct usage amounts, he is welcome to hire an independant contractor to  test the meter as long as an SRP meter technician is present.  This would need to be scheduled through Consumer Affairs.  Another option that Dr. ****** has is he can request a hearing where SRP's hearing officer will meet with him and the management of the SRP departments involved in his dispute and make a final determination on the facts gathered. This would also need to be scheduled with Consumer Affairs by calling (602) 236-2196.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

**** ******

This organization is completely corrupt in every way. As I have previously stated, in 2008 I contacted SRP out of good conscience to let them know that my bill had been sent to me with a $0.00 and zero usage. They were unable to retrieve my records, so they "estimated" my bill. I am not aware of any legitimate organization that operates this way. NOW, they offer to settle my dispute at THEIR headquarters with THEIR people. Their "Consumer Affairs" department is run by SRP. This is nothing less than a dictatorship and quite honestly, considering the number of untruths that have been expressed by their representive "Artie", I do not consider myself to be safe, going to their headquarters and suggest that a HEARING be set on Neutral soil in either the CHANDLER or GILBERT city/town hall. I would be more than happy to produce evidence illustrating SRP's deception and letters from a number of other individuals who have not been satisfied with this "Quasi" manicipality, that believes that the laws of the State of Arizona, or the Federal Government for that matter, do not apply to them. 

Business Response: Delay in response due to e-mail from BBB not received by Consumer Affairs office.  All efforts used by Consumer Affairs  to prove Dr. ******'s theory that he is being billed inaccurately (2 meter tests, high bill audit of his home, bill analysis)  have been discounted and have proved to the contrary.  Consumer Affairs is happy to hold a hearing, but Dr. ****** has mentioned that he does not feel safe in doing so.  Because Dr. ****** has not mentioned in this dipute what he believes would remedy the situation, it is difficult to provide resolution.  Dr. ****** is invited to attempt further negotiation by calling the Consumer Affairs office at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wanted to write to you about your company's inefficiency and poor customer service. On 1/6/13 my electricity went out in my entire house. After checking the breakers and doing everything I could possibly do on my end to get my electricity back on, We then contact SRP. I explain the issue with SRP and they immediately just say they cannot do anything because no one else has problems with the power going out in my area and that I need to contact my HOA. I then contact my HOA and then I'm told it's the homeowners responsibility and I that must contact an electrician. I contact an Electrician and he looks at it for two seconds and then tells me that I need to contact SRP because there was nothing wrong with my wiring, the meter completely blew and that would be an SRP issue and they need to replace the meter. If SRP actually did their jobs correctly and asked me some diagnostic issues on the phone instead of passing the buck to others, I wouldn't have been out 140 bucks for an electrician call that was pointless and over 4 hours without power. What is even more annoying is the SRP technician that came out to replace the meter started telling me that at least I don't have to pay for electricity for the day since the meter blew. Hello, your moronic company just cost me 140 dollars for an electrician call that was pointless because it was an SRP issue in the first place!!!!!!!!!!!!!!!!!!!!! I sincerely hope you improve how you handle customer situations because what happened today is ridiculous.

Desired Settlement: Would like to be refunded the amount of the electrician call because it was an SRP issue in the first place and you would not help me. I think that is the list that you could do.

Business Response:

Alexandria:  SRP’s Claims Department issued a refund check to *** ******* on 1/31 in the amount of $140.  Thanks again for the heads up on this!

 

Teresa Pond

 

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Was disconnected(Electricity) by Salt River project with out notice on 12/13/2012. I reconnected the same day, was unaware that I was going to get disconnected. I owed a measly $269.00 which was not paid yet. I have had bills in the summer time totaling over $375.00 with past dues and have had no problems. I paid $190.00 for the reconnection which includes a $66 dollar reconnect fee which I gladly paid. During this call for my reconnecction, I was not advised of any other charges that I might accrue. on 12/15/2012 I received a letter stating that they are adding an extra $155.00 to my deposit because of the disconnect. I was not made aware of this during my call for the reconnection. If I was, I would of not reconnected. This is considered fraud in my book and misleading. I am demanding to have the $155.00 additional deposit take off my bill. I know filing this complaint won't do much but hoping it will make SRP take time out there day to reply. Us as consumers really don't have much of a choice except to just pay and make them happy. I have had service with SRP for over 12 years with no problems.

Desired Settlement: I am demanding to have the $155.00 additional deposit take off my bill.

Business Response:

SRP WEBSITE EXTENSION GRANTED 10/17 TO PAY $409.08 ON 12/7.  PAYMENTS OF $75 ON 11/2 & $105 ON 11/8.  NOV BILL THEN ISSUED 11/16 FOR AN ADDITIONAL $140.26 (TOTAL OF $369.34), ALSO DUE 12/7.  PAYMENT OF $100 ON 12/6 LEAVING EXTENDED BALANCE OF $129.08 & NOV BALANCE OF $140.26 (TOTAL OF $269.34) DUE ON 12/7. EIGHT ATTEMPTS FOR ANOTHER EXTENSION MADE BY PAUL ON WEBSITE 12/7-12/11, BUT ALL DENIED & POWER DISCONNECTED ON 12/11.  ON 12/20, CONS AFFAIRS ADVISED PAUL THAT ONCE AN EXTENSION IS GRANTED, SRP DOES NOT TYPICALLY SEND A REMINDER NOTICE OR LEAVE A DOOR HANGER IF AN EXTENDED BALANCE IS NOT PAID.  HOWEVER, CONS AFFAIRS AGREED TO REVERSE THE ADDITIONAL DEPOSIT OF $155 AS A ONE TIME COURTESY BECAUSE OF THE CONFUSION AND SO THAT PAUL CAN BRING ACCOUNT CURRENT BY JANUARY 4, 2013. 

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

**** ****


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/24/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had opened up an account with SRP for my new apartment that i had told them i had not planned to move in to or start using my energy m-power machine or the pre-paid 30 credit till the 29th of october. they set up the acount and started the prepaid amount on the 4th of october. by the time i had gotten moved in to the apartment the money had been used and the m-power box they had sent me was defected and was not updating like it was supposed to be. i had called the SRP company serveral times within a 24 hour period to set up a time that one of their service representitive could come check the box and update my meter. i told them i had things to do on the 31st and that i would be leaving my place at noon that day. they said they would have a rep. out to my place before that time and they didn't. i called them again and told them i've cancelled all my plans for that day so they could make another call and get a rep. to my place. i told them at 4pm i was leaving to attend my classes at itt-tech in tempe and that this was something i could not miss. i waited till 4pm then left my place they did NOT show up or even call back to let me know anything. it has been 3 days now and i still have not heard back from them. i wasted a whole day that i had taken off from work as well as other errands that i needed to make that day so that i could make some profit through plasma donations and research studies through ASU. this is not the first problem i've had with this company.

Desired Settlement: i would like the 30 prepaid amount back so i can save money to better prepare for future payments. i want all service fees taken off my account for services which they had never completed. i want my deposit refunded and any future inquiries with this company monitor through BBB, because i can NOT trust they will complete them on their own. being this is the only energy company that services my area of living i don't have a choice but to keep their services or go without energy...

Business Response:

Dear BBB,

Below is the message I sent to SRP customer ******* ******* this morning:

 

Good morning *******,

Your complaint to the Better Business Bureau was forwarded to SRP Consumer Affairs for review.  I am sorry to hear of the difficulties you experienced with your current M-Power account.  I have reviewed your account at **** * ******** **** **** ** ****, as well as your prior M-Power accounts, one at **** * ******** ** *** **** in Phoenix (service dates 2/15/10 to 8/5/10), and at **** * ****** ** *** *** in Mesa (service dates 6/2/11 to 8/20/12).  Below I will detail an explanation for you and I will be forwarding a copy of it to the Better Business Bureau:

Records show you contacted SRP on October 3 and requested M-Power service to be turned on in your name effective October 4.  If you were not planning on moving in until October 29, I would appreciate an explanation of why you requested service to be turned on so far in advance?  SRP sets an M-Power meter with $30 advance credit that customers are required to pay back, but we have no way to “hold or delay” the use of that credit, once the account is activated, the charges immediately begin to accrue.

It is important to understand that you left an unpaid bill of $57.17 at your previous account on ****** St.  That balance was transferred to your active account on October 16.  You were also charged the standard service establishment fee of $32.72 and billed a $99.00 deposit ($87.50 of which is refundable when you terminate service).  This resulted in a negative credit on your account, so that no power was available when you contacted SRP on October 31 and were advised by SRP customer service that you would have to make a purchase to have power available.  Your account is on a standard 25% pay down, so that when you make a purchase 75% is available for power to be used and 25% goes towards the charges you already owe.

As far as your request for a waiver of fees and the deposit, I must respectfully deny their reversal.  Per SRP policy, M-Power accounts have mandatory deposits, and the service establishment fee is valid and is assessed for all customers when they first turn on service.  If you have additional questions, please feel free to contact me via e-mail or call me at ###-###-####.

Sincerely,

****** ****

SRP Principal Ombudsman

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I.I am writing to you because I am appalled by your service thus far. I moved to Arizona March 9, 2012 and had the service connected that date. When I called in I told them my address and they could not locate it, because your company opened the account with an address of **** ******** ****, instead of the correct address of **** ******** ****. I told them all my mortgage papers, plats, surveys of the property indicated it was ****, but your customer service representative told me that could not be changed due to the original paperwork showing **** and the meter also stating that!!! I told her that was ridiculous, but that apparently did not change anything. I received a bill in April and paid it. After that I got nothing for months, literally!!!!Since I am new to Arizona I did not notice I was not getting a bill from you. I thought it was included in my ******* utility bill. However, last week on about Thursday, July 26, I got a call from your rep stating they were going to disconnect my service as I owed almost $700 in arrears!!!!! I was floored to say the least. I said what are you talking about, I pay my bills online every month and she said well you havent made a payment to us since April. I said I have not received any bills from you at all since April. She checked and said yes it looked like the mail had been returned. That is when I said, what address did you send them to and she stated they sent them to **** ******** ****!! I said well I told you in the beginning that that is not only not my address, but it is no ones address in this area. So you are telling me that you knew the statements were returned to you (probably by the post office, since that is not a valid address) unopened and therefore, of course, the bill was not paid, that it never occurred to you to call me about this ( you had my phone number listed on the account), until it became 4 months in arrears and totaling almost $700!!!! The only sane thing this rep did was say she would finally change the address!!! Well, now you can change it????? Why not in the very beginning???To make matters worse, she said unless I made payment in 24 hrs., my service would be disconnected. So I had to put that on my credit card. I told her my pension check would not be in until the 1st of the month and she said well you need to bring it to the office, because we will not wait the five days it will take to receive your check through Wells Fargo!!!! Are you kidding me? Your company made numerous colossal mistakes, but due to those mistakes you put a huge financial burden on me without a care in the world. I would think given all this you could have made some arrangements with me that were a little more humane. And I do not appreciate being treated like some deadbeat idiot who does not pay their bills!!!!You had better make certain that this does not damage my credit standing with you or the credit bureau due to your customer service reps negligence. I am forwarding a copy of this to the Better Business Bureau and you definitely need to revamp and retrain the way you handle your accounts and customers. I am totally disgusted with this entire matter.**** ********

Desired Settlement: I do not know if this is standard policy with SRP, but it is atrocious. If the rep does not have the brains or authority to grant leniency to a customer when the fault lies with SRP, then they should be required to seek the advise of a supervisor. To demand payment from me in full in a matter of five days with absolutely no warning is unbelievable. The rep should be written up for bad judgement and if this is standard SRP policy they should retrain and teach their staff how to be human again.

Business Response:

SRP senior ombudsman ***** ******* spoke to Ms. ******** on 8/14 and discussed with her the series of events included in this complaint.  Service turned on here 3/8/12 with first bill sent 3/26/12 for $61.32 & paid on 4/5/12, but no record of further payments made toward April, May or June bills until 7/27/12, following Ms. *******'s conversation with SRP's call center on 7/26/12. May bill returned to SRP by USPS as "Not Deliverable" on 6/25/12. Three Late Payment Fees totaling $19.15 reversed by call center during 7/26/12 call, leaving total balance of $597.68 for April, May & June bills.   Although SRP's customer service guidelines do not permit payment arrangements for new customers with less than 6 months payment history, SRP ombudsman felt an exception to this rule may have been warranted in this rare situation.  SRP ombudsman awarded a one-time credit of $50.00 to Ms. ******** as an attempt to restore a portion of goodwill towards SRP, and also arranged to have her address corrected on the records of the customer service database to avoid further mail issues.  We sincerely apologize to Ms. ******** for the lack of consideration to provide payment arrangements on such a large balance, and commit to give better customer service to her in the future.

SRP Ombudsman Office

Consumer Affairs

***** ********

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had SRP for the past 2 almost 3 years. I have never had any problems with them and always pay. Recently, I decided to have my service switched from SRP M-Power to a monthly bill. As, M-Power pay stations are only available at select retailers. They only accept cash, although they say "check" they do not allow them. And, they are not available 24/7. Highly inconvenient. I had M-power from October of 2011 until April of 2012, just over a 6 month period. Within those 6 months, I had paid the 187.00 m-power fees that go along with starting up service. I had canceled my service to move in with my parents who already had power. I moved back to Phoenix in July. Same zip code everything. Enrolling in the M-power service again. Less than 4 months have passed and I now have to pay ANOTHER set of startup fees. That I just finished paying shortly after. Fine, we'll pay them. I'm about $87.00 in to paying off those fees. When I called to have my bill switching thinking it would not be a problem, Boy was I shocked. Not only do I have to pay the remainder of what I have left on my M-power bill, mind you this is my second time paying those fees within a year period. Now, I have to pay an additional $35 service fee just to switch to a monthly bill. One that this company will be making more off of. Not only have that BUT another $275.00 started up fee. A fee that Ive paid twice this year. So now, after Ive paid the $187 at my apartment, Im about half way done with it at my house, now I have to be punished by paying over $300 to remain active in a service that is necessary to live? How do they expect people to be able to maintain their lifestyle and provide for their families by assessing these fees? I feel this is ridiculous. Even after having my credit pulled, 3 times by the same company in less than a year period. They refuse to assist in not charging these fees. It is not fair and should be illegal for a start up fee to be assessed when a consumer ALREADY HAS the service. I can understand for a BRAND NEW never had service before, but a returning customer? Not fair.

Desired Settlement: I would like to have my service fees removed. This is wrong and not consumer friendly. A large company should not have an issue removing a start up fee that Ive paid now twice within a year for service I should not be penalized for wanting to make my life easier and pay monthly. IT is not necessary for a single 22 year old to pay $600+ in startup fees to the same company.

Business Response:

Good morning,

SRP records show Ms. ******* had service at **** * **** ****** **** **** ** **** from 10/21/2010 to 10/26/2011 and went with M-Power (SRP’s prepaid service).  The service fee to establish a new electric service account, which is separate from a deposit, is $30 plus tax.  At the time, the M-Power deposit was $87.50.  When Ms. ******* moved to her new residence at **** * ******** **** ***** ** ****, which was in effect from 10/24/2011 to 04/16/2012, SRP transferred the M-Power deposit from the Alma School Road account to the ******** **** account.    

When Ms. ******* requested service be turned off at the ******** **** account, the $87.50 M-Power deposit was refunded to Ms. ******* on 04/24/2012.  On 04/27/2012, Ms. ******* phoned SRP’s Call Center stating she received the $87.50 M-Power deposit refund check for ******** **** and inquired why she had never received her deposit from her previous account at Alma School.  Ms. ******* was advised by an SRP’s Call Center Representative that the $87.50 M-Power deposit was transferred from the account at Alma School to the account at Baseline, since there was no break in electric service, and since she had not established a new electric service account the $87.50 was refunded to her.

At Ms. *******’s current SRP account, established on 07/06/2012, she went with M-Power and was charged $99 + tax ($87.50 equipment deposit and $11.50 plus tax refurbishment fee).  The “Beginning Adjustment/Paydown Amount” was $163.15 and was comprised of the following charges:  $12.65 UDT Refurbishment Fee, $33.00 Service Fee, $87.50 Billed Deposit, and $30.00 Power Credit on UDT.  When signing up for M-Power customers are informed of a 12 month commitment to the program and therefore when Ms. ******* inquired about transferring to regular service whereby she would receive a monthly bill, she was informed there would be a $35 plus tax fee to change rate plans.*  Also, at Ms. *******’s request a credit check was completed by an SRP Call Center Representative to determine whether or not the $275 deposit for regular service could be waived and results indicated that Ms. ******* would have to secure her SRP account with a $275 deposit.  Since SRP already has the $87.50 M-Power deposit, Ms. ******* would have to pay the difference of $187.50 to bring the deposit to $275.

*B. A customer may cancel service under this price plan and elect service under another applicable price plan. The customer may not subsequently elect service under this price plan for at least one year after the effective date of cancellation. Customers who are served under E-24 for less than 12 months and choose to elect service under another optional residential price plan will be required to pay the then-current Board approved field visit fee to cover the cost of the required meter exchange.

Retrieved from http://www.srpnet.com/payment/mpower/pdfx/MPowerE24Jan2011.pdf

At this time, if Ms. ******* wishes to go with regular service to receive a monthly bill, I must respectfully uphold the $35 plus tax fee to change rate plans and additional $187.50 which added to the $87.50 M-Power deposit would bring the deposit on Ms. *******’s account to the required $275.

I would also like to encourage Ms. ******* to check SRP’s website (see link below) for additional details on SRP’s credit policy, why a deposit is necessary, guidelines on the deposit (whether it is kept on the active electric account, applied on the 19th month of continuous service providing payments were made on or before the due date or refunded).  There is also other beneficial information such as SRP’s Economy Price Plan discount and the qualifying criteria, etc.   http://www.srpnet.com/service/home/creditpolicy.aspx

If Ms. ******* would like to speak with me direct, I can be reached at ************.

Sincerely,

**** **********

Sr Ombudsman

SRP Consumer Affairs

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have spoke with SRP'S collection department and the customer service reps there are very rude. My issues are that they accused me and my cousin to be husband and wife for one and second because i have called in to speak on her behalf one time and the customer service rep put me down as the husband my debt tht i owe to SALT RIVER PROJECT is now on her file and they are harassing her for a balance that has nothing to do with her. They keep telling us that they dont care what the problem is that they are not taking the balance that was in collection off of her name and that my name is now free of debt. I no longer have an outstanding balance with them. How can you force someone else to pay for something that is not there debt and how can you just wipe someones debt like if it never happened. We find this to be very frustrating that as professional company such as them would try to play kid games with someone who supports there business without the consumer they would not be a company. We had to littlery take documents down to the SRP office and prove to them that we are only related and at that they did not even look at the documents they did not make copies they did not do anything but sit there and say "so when are you going to make your payment" very uncalled for.

Desired Settlement: Take the balance that is not hers off of the account put it back were it was before. Put it back on my credit file. Stop trying to harass someone else for someones else's bills.

Business Response:

Please know that SRP Consumer Affairs has tried to retrieve the SRP account associated with Mr. ********' complaint, but have been able to do so.  Furthermore a phone call to Mr. ******** on Friday, 9/21 has not been returned.  Therefore, in order to research this matter further, I will need the following information:

1) The name of Mr. ********' cousin

2) The SRP account number(s) and address(es) associated with the compalint

If this information is not received, I must apologize, but there will not be a way to research this complaint.

Sincerely,

**** **********

SRP Consumer Ombudsman

************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern,I activated an account (***********) with SRP of May for my apartment. I received a bill a few days later. The amount owed was fairly low, somewhere around $15.00, so I didn't think much of it as it was only active a short while. The next month's bill was the same amount, though. That threw up a red flag so I called into customer service to report it. After a little research, the CS Rep and her manager came to the conclusion that the meter was not activated/installed correctly and did not read any usage for the previous month.Naturally I inquired about the previous months' charges assuming I wouldn't have them all dumped on me at once as it was due to no error of mine that this issue occurred. They reassured me that wouldn't happen. Skipping a head a few months without any incidence, I looked at my bill due Aug. 27 when it arrived and noticed I had been back-charged for May and June, even after they assured me that wouldn't happen. I called in today, August 9, to discuss the issue. The first lady I spoke with (did not catch her name) was very polite but could not solve my issue so she forwarded me to her superior, ****** ****. He was trying to be helpful, I think. He was combative and unwillingly to try and understand the situation that occurred. I say he was helpful in that he offered a credit of $20, but that felt more of a way to try and get me off the phone than anything else. The calculation used to determine the bill amount was a mere estimate based off current usage of the July bill. I had a roommate move in in July, which he brought a 62" projection TV, stereo, computer, and 32" CRT TV. I also started working from home full time after July 4th. Needless to say, estimating my May and June bills off a month where I clearly would use an exponential amount more electricity than the previous months is entirely inaccurate. This is where he wouldn't budge. I would like some explanation and accurate refunds targeting this mishap.Thank You,******* *******

Desired Settlement: SRP has no accurate usage reading for the months of May and June for my account. I don't feel that it is ethical for a company to bill me off an assumption of usage, especially when the living situation within the apartment this account is connected to has drastically changed. ****** spoke with the billing department and even he could not give me an adequate explanation or resolution that could accurately depict my usage for those months.

Business Response:

I responded to **** *******'s complaint and explained that the estimated backbilling wasn't based on his usage after July 3rd, which was when his roommate moved and when he started working from home. Rather, it was based on his average usage for the month of June after the new meter was installed and both months that were estimated, were estimated at 60% and 70% of his average usage from the new meter to ensure he wasn't overcharged. **** appreciated the explanation and I credited his account $10 in addition to the $20 credit he had already received for the inconvenience. I also set up payment arrangements that worked better for him. He was satisfied with the resolution so I've closed his file.

Sincerely,

****** *******

SRP Consumer Ombudsman

 

************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My current bill for the month of August was due on 8/6/12 for over $600 i wasnt able to pay the full amt so i made a partial payment of $221 assuming i would be okay since i would be a couple of days past due when i will be able to make another payment, my new bill was sent out on 8/16/12 for the month of September and it stated to pay the past due amt to avoid interruption however by the time it got here my services were already shut off i got them shut off on 8/20/12. I dont believe that is fair or acceptable to shut off the services when it hasnt been past due for long i didnt get a notice of shut off nor did i get a call notifying me that information, now i look at my bill and i have fees over $211 dollars and i have called several times letting them know that im struggling with my bill however they are not willing to work with me and are charging me re connect fees, past due fees, deposit fees, i need this resolved im on limited income and i cannot afford all these fees. i believe its unfair to shut off the services right away without giving me notice or atleast until the end of the month to get the bill caught up.

Desired Settlement: remove fees on the acct (deposit, reconnect fees)

Business Response:

In order to address Ms. *******’s complaint, I feel it is necessary to quote SRP’s billing policy:  “Since SRP delivers power prior to issuing a bill, monthly bills are due when billed. If full payment is not received by the close of business on the 21st day after billing, an account becomes delinquent. SRP mails a reminder notice and a late fee (currently the greater of $5 or 2% of the billing amount, plus tax) will be added to the account. If SRP does not receive payment by the close of business on the 28th day after billing, service can be disconnected without further notice.”

To reconnect service that has been disconnected because of nonpayment; a customer must pay SRP all amounts owed, plus additional security deposits and reconnection fees.

SRP account records reviewed from the start of 2012 reflect that reminder notices were sent on 1/09/2012, 2/08/2012, 3/07/2012, 4/09/2012, 5/09/2012, 6/07/2012, 7/09/2012, 8/08/2012 and 9/07/2012.  The reminder notice clearly states, “Our records indicate your account is past due.  If you recently paid in full, we thank you.  If you have not paid, we must receive payment on or before (date) or your electric services at (address stated) may be disconnected without further notice.  Should your service be disconnected for nonpayment, you will be required to pay all past due amounts and any disconnection fees to restore service.  As a result of a past-due balance, returned check or service disconnection the account may be subject to an additional security deposit.” 

Further information on the reminder notice suggests a customer can select a “custom due date” that may work better for them or go with SRP M-Power, which is a prepayment program.  If a customer is unable to pay the required amount due, the reminder notice urges them to call SRP’s Residential Customer Services.

The events that lead to Ms. *******’s service being disconnected on 8/20/2012 transpired as follows:

Bill issued on 7/17/2012 indicated a total balance of $608.10 (for electricity used from 6/14/2012 to 7/16/2012 was due on 8/7/2012.  When this payment was not received on 8/7/2012, the reminder notice on 8/8/2012 was sent out indicating a disconnect date of 8/15/2012 (which can occur on or after that date, depending on various factors).  A late payment of $13.38 was assessed on 8/9/2012.  Although a partial payment of $221.48 was made on 8/14/2012, Ms. ******* did not call SRP for special arrangements and due to the computer system looking for the full $608.10, this amount was not sufficient to remove the account from the disconnect cycle.  While the reminder notice was sufficient for notice of disconnect, SRP also made a final effort to collect the $386.62 (deferring the $13.38 late payment to the next bill) by making a courtesy outbound credit call on 8/16/2012. I would also like to point out that on 8/16/2012, the new bill (for electricity used from 7/17/2012 to 8/15/2012) was issued.  This bill also stated clearly that the past due amount of $386.62 was due IMMEDIATELY or service will be disconnected and that current charges (for the new bill) in the amount of $641.58 would be due on 9/6/2012.  Without further communication from Ms. ******* to SRP or vice versa, the account was disconnected on 8/20/2012. 

Please be advised that the $60.51 disconnect fee is valid as is the $275 deposit, which is being billed in two installments, the first being $138 and the second being $137.

However, I will as a one-time customer courtesy gesture reverse the disconnect fee of $60.51 since Ms. ******* was unaware that a partial payment would not hold the account.  However, due to the fact that payments have been late numerous times combined with the fact that SRP delivers power prior to issuing a bill and usage here is high during the summer, I find it necessary to uphold the $275 deposit.  Information on SRP’s deposit policy can be found at http://www.srpnet.com/service/home/CreditPolicy.aspx

I will be happy to work out a payment arrangement on the deposit, but Ms. ******* MUST contact me at ###-###-#### as soon as possible so this can be established.  There are also some programs that I would like to share with Ms. ******* which may prove beneficial to her.

Sincerely,

**** **********

Sr Ombudsman

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been using SRP for 3 1/2 yrs. We opened this account under my brothers name ***** ******** (****) when he lived here in AZ because the deposit for service was rediculous- with a credit score of 615 they still wanted $275 deposit-This ecompnay doesn't yeild ease when moving with security this and that! I have been paying my bills almost perfect accept for a few errors when we had our baby and i just got turned around on the over whelming expense when not perfectly calculated for pregnancy. Either way I have proven from my personal checking account and direct deposit from my employer **** ** ******* that i do need to pay for worth with your company. Thats it in a nut shell, I think SRP has been nickel and diming clients for along time with certain tackticks- i love the customer service of the well trained staff but think there is much more to the companies integrity then the happy client servicing agent.

Desired Settlement: I want to be able to transfer service into my name with no fee/deposit

Business Response:

Thank you for allowing SRP to respond to this inquiry.  

SRP's records indicate on 7/20/12, ******* ********, the brother to customer of record, ******* ********, at **** ** ***** **** ********, contacted SRP's Residential Customer Services to request electric service in his name at this address.  At the time of the call, an Equifax credit was completed and determined a deposit in the amount of $275 was needed for ******* to turn on basic residential service.   Due to this, I am unable to waive the $275 deposit requirement.  However, if ******* would prefer to turn on electric service at this location with SRP's M-Power prepayment plan, the required deposit of only $99 for this program can be paid down slowly with each power purchase, without the need for Mr. ******** to pay the $99 deposit upfront. 

SRP's Residential Customer Services Department can be reached at ###-###-#### to assist Mr. ******** with his new service request, or he can contact me at ###-###-#### if he has further questions.

Thank you,

 Sr. Consumer Ombudsman

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Today after 10:00 PM I loaded my SRP M-Power Card for 100.00 and then the machine went into out of order status without printing my receipt. I called and spoke with ***** who said she pulled up my receipt and verified the card associated with my address at ***** * ******* ** ******** ** ***** was loaded with 100.00 credit. I asked if she could email a copy of the receipt to the email address associated with the acct. ***** said she could but request had to come from *******, since I was not on the account. My husband then called in to request copy of receipt to be emailed ot him and was told be ******* that they can not email receipt copies but that my husband could go to their office and pick it up or have it sent regular mail. My husband then called to add me to the account and gave me the phone. I then escalated it to a supervisor. I spoke with **** ***** who denied sending me an email copy of my receipt and then said they would have to send me a copy regular mail. I told him it is against the law for a company to take money from a customer and not provide a receipt for payment. I advised him we were told by ***** that if ******* called to request a copy of the receipt could be sent to his email. **** insisted he could not send us a copy of the email and then said he could send my request to their research department to send us a copy and then asked me if I wanted it sent via email or regular mail. Really? I called back and asked to speak with another supervisor and told the rep I did not want to speak with ****, that I wanted to speak with another supervisor and she transferred me to him anyways. He was sarcastic rude and cut me off adding to my frustration. He could careless. I hung up on him and he decided to call my husband saying our call was disconnecting knowing darn well I hung up. This is someone that should not have a position of leadership.

Desired Settlement: There is no way to resolve this issue, because by the time my complaint is submitted to SRP it will be past tonight. I am a customer demanding a receipt for payment received and I am being denied.

Business Response:

#*******

Consumer Affairs left a message for ******** on 7/20 apologizing that she did not receive an email receipt for her M-Power purchase in a timely manner and that the matter became more complicated than it needed to be just to get a receipt.  A receipt was emailed on 7/16.  SRP applied a $20 credit to *******/********** account on 7/20 as a customer service gesture.  ******** is welcome to call Consumer Affairs at ************ to discuss this matter further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/26/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had request services with SRP at my business site in ******** *****, AZ. I was informed that I would require a deposit of $2500.00, however if this was done with a Surpay then it would be reduced to $500. I explained to the associate with SRP that I will do that but I had not setup a business account yet, but will do so in about a week. He then explained that I will need to do the Surpay before my billing statement otherwise I will need to pay the $2500.00 deposit. So, once I set up my business account I called SRP back on 5/9/12 @ 450p, but I was told the deposit was not $500 if it was setup with Surpay but it is $1500. I explained that was not told that when I set up the account initially. The representative said to me "sorry for that wrong information but if the account is setup through Surpay that it is reduced by 25% NOT 75%". I then explained that that was what I was not told and that it was supposed to be for $500. SRP said "no" and that $1500 is the required deposit. I just feel that SRP should not be giving wrong information initially and that if SRP should stand behind there word. I do not like mixed messages from a utility company that is so unprofessional. I need this taken care of. I request that SRP honor the $500 dep.

Desired Settlement: To honor the $500 deposit.

Business Response:

Below is the the information I am sending to SRP customer  this afternoon:

 

Dear consumer,

The complaint you sent to the Better Business Bureau regarding the amount of the deposit on your SRP business account #*********** was forwarded to SRP Consumer Affairs office for review.  I have checked SRP account records and I listened to a recording of your April 26, 2012 call to SRP to establish service effective April 27.  During the call, the SRP representative you spoke with initially advised you the deposit for the account would be $2050 (not $2500 as you state in your complaint).  In that call the representative then told you the $2050 deposit amount could be reduced by 25%, which is $510, if you enrolled in Surepay for an automatic payment, not that the total deposit would be lowered to $510 (or $500 as you state in your complaint).  The 25% reduction per Surepay enrollment is standard procedure for SRP commercial accounts.  Therefore, your deposit was correctly assessed at $1540 ($2050 - $510 = $1540) and you are enrolled in Surepay.  I am sorry that there was a misunderstanding about the reduced deposit amount during your initial conversation, however the recorded call does not support that you were given the wrong amount. 

Sincerely,

  ****** ****

SRP Principal Ombudsman

***** ********

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a loyal customer and pay my bills on time every month. A few months back, I paid my bill online and it said it went thru, got accepted, and I even got a confirmation number. Then, I get a letter saying I still owe SRP for my monthly service and they added a $20 fee. When I called in to explain the situation, I was told that the payment did not go thru and that there is a $20 returned check fee. I had more than sufficient funds in my account but regardless... When I called in to make a payment they told me that they already had my account information on file so it doesn't make sense as to why my payment never went thru. I paid them the extra $20 and my service as soon as I knew I still had an active balance with them but what makes me mad is that they have a record on my account saying that I have had a returned check with them, which does not look good on me.

Desired Settlement: Although I feel I did not deserve to pay the $20, I am not writing this because of $20. I just want my record to be cleared with SRP and for them to delete any notes about me having returned checks...

Business Response:

Dear BBB:  Below is the response I sent to the customer via e-mail today. 

****** ****/SRP Principal Ombudsman

 

 

Dear Consumer,

The complaint you sent to the Better Business Bureau regarding SRP account #***********, which is in the name of [text redacted], was forwarded to SRP Consumer Affairs for review.

SRP records show a payment you made on December 12, 2011 in the amount of $107.19 was returned by the bank on December 16, 2011, marked “unable to locate account.”  It appears likely that you entered an incorrect number while submitting your checking account information.  The $21.86 returned check fee assessed by SRP and the record of a return check on the account are therefore valid.  However, since in all likelihood the transaction error you made was inadvertent and payments you have made on the account since that time have cleared, I have reversed the $21.86 charge and removed the returned check item from the account record.

If you have additional questions or concerns, please contact me via e-mail or phone.

Sincerely,

****** ****

SRP Principal Ombudsman

***** ********

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2012 Billing/Collection Issues | Complaint Details Unavailable
4/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had solar sun screens installed on my home in February and received a rebate form and paid invoice from ******** ***** ******* to submit to SRP for a rebate. I filled out the rebate and wrapped the invoice around the rebate to ensure it wouldn't get lost as you had to unwrap the invoice to access the rebate form and i mailed it in. Two weeks later I got a call from ****** saying I had never sent in an invoice. I explained what I had done, told her it was my only copy that was sent in and gave her the name of the company I had used. She never apologized for my only copy of the invoice being lost, did not offer to look for it or to contact the solar screen company directly to verify i had paid or to get another copy of the invoice. It's now my problem to deal with because someone at that office lost my paperwork.

Desired Settlement: I would like for someone to actually try looking for my invoice before pronouncing It had never been sent in, and if an office loses a customer's paperwork they should be doing the extra work to fix it, not putting it back on the customer to keep resubmitting forms.

Business Response:

Dear BBB:

Below is a summary of the issue SRP customer ******** ******* contacted you about.  Please let me know if any further explanation is needed.  This is the message I sent to *** ******r this morning:

Hello ********,

Your complaint to the Better Business Bureau (BBB) regarding your SRP Solar Screen Rebate was referred to my office for review.  I am sorry to hear of the difficulty you experienced in the rebate processing.  I conducted an investigation into your issue and will take this opportunity to let you and the BBB know what I found.  The Electric League of Arizona participates with SRP in this rebate program.  Their Director of Education and Programs informed SRP that they received your rebate application on 2/23/12, but they did not find the contractor’s invoice.  The Electric League then attempted to contact the contractor and they received a copy of the invoice from him on 3/5/12.  They then began to process your application but found the SRP account number you listed was incorrect.  I received a copy of your application and you wrote your account number as ***********, however the correct account number is ***********.  The Electric League then reported that they contacted you on 3/8/12 and you provided the correct account number.  Your rebate has now been approved and SRP is mailing you a check, which should go out today to complete the process.

If you have any questions or do not receive your refund check by next week, please contact me and I will assist you further.

Sincerely,

****** ****

SRP Principal Ombudsman

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter from SRP after February 28th, 2012 advising me that I am now required to pay a deposit of $260.00. I was on the phone with agent (Joel) the same day who never stated I would be required be to make another deposit in the event my utilities were disconected. I had spoken to a supervisor (Michelle) the same day, explained the situation but she refused to listen. I had previously made a payment of $169.09 and advised the 1st agent prior to the disconection, I wouldn't be able to make the remainder of the payment until the 28th as I only am paid twice a month, which I also explained to the agent. I have never had an issue before making a payment arrangement to get my bill current. I should be refunded the disconection fee do to the fact a postdated payment was refused for the same date Feb.28th I was disconected. The supervisor (Michelle) advised me that she would be reviewing the call for the date I had spoken to the 1st agent to make the payment arrangement for the remaining balance. I believe nothing has transpired, and this has been an intent to create an unreasonable, and unnecessary financial hardship.

Desired Settlement: I should be credited back or refunded the disconection fee, SRP refused to take a post dated payment for the date they dsconected the services on 2/28/12.

Business Response:

Dear Mr. **********, 

 

After a careful review of account notes, bills and reminder notices, I am unable to justify reversing the disconnect fee in the amount of $60.23.  This decision is due to the fact that several notices were sent via monthly bills and reminder notices that clearly indicated the amount due and the due date.   

 

Due to the fact that SRP delivers service prior to billing for it, payments need to be made by the due date on the bill unless a payment extension has been granted.  However,  it is important to state that current extension guidelines are no more than 3 extensions on an account within a “rolling” 12 month time frame and the account balance must be 30 days or less past due.  Although you had made an inquiry about an extension, you were informed by an SRP Call Center Representative on February 23, 2012 that in order for the extension to be granted, an $80 payment was necessary to paydown your account balance to bring it within the 30 days arrears requirement.  This is a necessary requirement so accounts do not get so far in the arrears that it becomes more difficult for customers to become current.   Also, you referred to frustration that SRP refused to take a post-dated payment (check) for the date of disconnect (February 28, 2012), however as with most companies and businesses, SRP does not accept or take post-dated payments from customers as a form of payment.   

 

SRP realizes customers sometimes experience unforeseen events or hardships that may prevent a bill from being paid by the due date and although SRP has a policy with respect to eligibility on extensions, it is necessary for customers to take a proactive approach, early on when the account starts falling behind.  

 

Additional information about SRP's credit policy and programs that you may find helpful can be found at  http://www.srpnet.com/service/home/CreditPolicy.aspx

 

Currently, your account balance shows $135.48 and reflects the following transactions (which will appear on your next monthly bill):  

 

2/21/2012:     $257.42          Balance as of 2/21/2012 

2/28/2012      $  60.23          Disconnect Fee 

2/28/2012     ($220.23)        Payment – Thank you 

2/29/2012      $130.00          Deposit: 1 of 2 Installments 

3/14/2012      ($91.94)         Payment – Thank you 

 

The deposit is necessary to secure the account at this time and although it is billed in two (2) installments of $130 each, I would be able to divide it into four (4) installments.  If you would like a payment arrangement on the deposit, I will need your response and agreement to pay your “current” bill amount + $65 x 4 months beginning with the March bill.  It is also important to note that in order to keep the payment arrangement in effect, the payment amount due must be paid on or before the due date on the SRP bill otherwise the computer system will remove/cancel the arrangement and the account could fall delinquent. 

 

Sincerely, 

Lori Lutkenhaus 

Consumer Affairs Ombudsman 

 

  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

******* **********

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/30/2012 Billing/Collection Issues
1/22/2012 Problems with Product/Service
1/8/2012 Billing/Collection Issues
1/4/2012 Problems with Product/Service
12/10/2011 Billing/Collection Issues