Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Month SRP completed maintenance to improve our service and replace a pole is what they told me via email when I reached out about the constant outages happening AFTER this maintenance that was meant to prevent outages. Since that time, I have now had more outages in a one month period, then I have had in hours for the prior 2 years.7/22/25: 4H 40M (est)7/12/25: 1H 22M 7/2/25: 2H 10M Date of Maintenance and I was informed, the timing is c*** on their part as it is June in *******, but bad decisions otherwise this gives you a time frame for when this started:6/27/25 3H 3M 6/9/25 4H 14M Total maintenance time: 7H 17M Going off the duration at the time of writing this 7H 30+M of outages for the month of July! The maintenance was supposed to prevent outages from happening (I will now list the last 3 years of outages to show you how much I was being impacted prior to this maintenance:6/5/24 1H 27M 6/4/24 0H 4M 2/28/24 1H 12M 2024 Total: 2H 43M (Less time out in a year, then this month!)9/3/23 0H 57M 8/31/23 0H 16M 7/3/23 0H 42M 5/17/23 0h 6M 5/3/23 0h 10M 3/23/23 0H 22M 2023 Total: 2H 33M 3/29/23 7H 34M (Maintenance done, so not an outage)The only thing showing for 2022 10/3/22 7H 25M SRP feels that since my power was out, I wasn't using power therefore no compensation was needed. I have had to purchase a backup power system, that has to be charged, so yes I pay to use it when the outage is out, not to mention the heat inside the house and appliances having to work hard once the power comes back on. My desired resolution, fix the issues causing more outages in a month then I have ever experienced, and credit the day of the outage and day after to cover extra usage caused by your failure to provide the service for the month of July.

  

  Business Response

  Date: 07/24/2025

  SRP Consumer Affairs has been in contact with *****, and shared details of the recent outages in her area (storm related events and the circuit relaying). Consumer Affairs issued a $50 customer service gesture and reached an amicable resolution with *****.

  Thank you,

  ******/Sr *************

  Customer Answer

  Date: 07/25/2025

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

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few months ago, I lost my job, and we've really been struggling to keep food on the table and the power on. Now that the heat is in full swing, we contacted SRP to find out what our options are, as our bills are now over $400. Unfortunately, they told us there were no programs they could offer and advised us to look into local organizations for assistance.We found a program through ***************, but they told us I couldn't submit a claim for assistance because the SRP bill is in my wifes name and not mine. I explained that I am listed on the account and that when we bought the house eight years ago, we just happened to set it up under her name. The agent from Maricopa explained that I would need to have the names swapped so that Im listed as the primary account holder. She also mentioned that any other assistance programs would likely require the same thing.This morning, I called SRP again to ask how we could get the names swapped, as our bills keep increasing and we urgently need help. They told me they would have to transfer the service from my wife's name to mine, which would require opening a whole new account, running a credit check, and collecting a deposit.I explained that weve had service with SRP for ten years without missing a single payment or even being late. There have been times when our bill was nearly $800, and we still never had any issues.Also, part of the agreement with my mortgage company is that my credit must remain locked, with no new lines of credit or credit checks, or I risk being removed from the program thats helping us with our mortgage.Dealing with SRP has been extremely frustrating, and Im reaching out for help in figuring out what we can do. The bills are getting higher, the temperatures are rising, and our kids are home for the summer. Were doing everything we can, but we need assistance now.

  

  Business Response

  Date: 06/18/2025

  Consumer Affairs is in contact with the customer in an effort to resolve his concern. 

  Customer Answer

  Date: 06/18/2025

   There has been no contact from SRP...

   

  

  Business Response

  Date: 06/30/2025

  Consumer Affairs was in contact with the customer and on 6/25, offered options. 

• Initial Complaint

  Date:05/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Salt River Project. I do not have a contract with Salt River Project. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 05/30/2025

  Consumer Affairs has sent two emails to Mr. ******* requesting additional information in order to research his complaint.  To date, there has been no response and therefore no further action taken.

• Initial Complaint

  Date:05/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. 10 SRP SALT RIVER PROJECT ACCOUNT no.: 5319 DATE OPEN: 08/01/2024 BALANCE: $1,240.00

  

  Business Response

  Date: 05/27/2025

  Hello,

  This is a valid debt for Ajax Irabaruta involving an SRP account where there was service from 05/08/2023 to 09/15/2023. ************** has made 3 payments on this outstanding debt via *********** collection agency in the past. The debt has since been transferred to *** collections. An itemized statement was sent to *** on 4/25/25, per the customer's request.  *********** will also email this information directly to Ajax Irabaruta via the email provided.  If there are any further questions regarding this, the customer can call **********************'s ***************** at ************ (8am-5pm). 

  Thank you, SRP Consumer Affairs

• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have E power and i went on the app added money also had the money in my account then they claimed it was returned as insufficient funds from bank and then charges me $18. I had the money in my account this happened twice. I called and confirmed with the bank even did a 3-way with bank and srp refused talking to my bank and has locked me out of online payments. I am now forced to find a location and some how make it to said location to pay in person. This is not an easy task for me. And I explained that to them and they didnt care.

  

  Business Response

  Date: 05/21/2025

  Thank you for sending this to our office. We will contact the customer and try to help as much as possible. 

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to call SRP at 6am beforey electric will disconnect at 8am I have a credit being applied tomorrow and I have government assistance being applied on may 5th 2025 i have been making payments about 200 dollars to get my balance down all I asked is to get a credit for today SRP representative and supervisor would not help me all they said was no we can't help all I needed was one day I am trying to get everything paid and down and it seems like I am treated like dirt I just need one day so my kids won't be without electric they were not helpful and basically laughed in my face with there no if I didn't have to have SRP I wouldn't they are rude not helpful and does not care about the people.

  

  Business Response

  Date: 05/06/2025

  Consumer Affairs has attempted to contact the customer at the phone number provided and left messages asking customer to contact us directly.  Receiving no response, we sent an email today advising customer her feedback would be shared with management for awareness and possible coaching opportunities and provided her with additional contacts.

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called SRP about a year ago to seek a better price plan and the representative for SRP informed me I should be on a specific plan and changed my plan for me for better savings. This specific plan allowed 2 advances a month, which allowed an advance for 3 days. During this price plan that was chosen by SRP, I was paying from $8-13 every single day! This amount was extremely high, but I was unaware that it should not have been that high, as SRP chose the best plan which is not the case. In mid January 2025 I looked into different price plans on my own because paying $8-13 a day is out of control. I changed my price plan to m-power and now I am only paying around $1.77-$2.00. I feel as though I was over paying for months! I have not changed anything about how much power Im using but the price is so much cheaper now that I changed. I feel scammed and taken advantage of by SRP and the price plan they had me on was only to take more money from me. Also, if my power goes out, Im still being charged although I HAVE NO POWER. Why would I go negative if I have no power? SRP seems to be a huge scam and their prices dont add up. On another note, I informed SRP in January that I was in the hospital and had no way to make a payment because I am on cash only and they would not help me with an advance because I wasnt o their scam plan anymore where I could get an advance. I informed them that I just didnt want my food or medicine going bad in my house and they didnt care and would not help when I had no way to make a payment because I was IN THE HOSPITAL.

  

  Business Response

  Date: 03/03/2025

  Consumer Affairs will investigate all of the Brittaney's concerns and will contact her with the results of the research. Consumer Affairs will provide any options and/or recommendations if possible. 

  Thank you! 

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called SRP at the beginning of August when I had a fifty dollar discrepancy in my bill. I have the basic plan with SRP which means kilowatts cost the same no matter the time, though it does follow summer peak prices (not hours). I was told that it was hot out and and that all my appliances were suddenly outdated and needed to be replaced. None of that explained the discrepancy of my bills. When I asked for a meter check a supervisor came on (******?) and informed me that they don't do meter checks, it was hot out, and to pay my bill. That still didn't explain the discrepancy in my bill and the sudden rise in cost, so after the rude incident with the supervisor I started to track my usage. Summer peak prices are at ***** cents per kilowatt but I have discovered that SRP has been charging me a varying and random amount for my kilowatts. it is not stable pricing at all and they have been spiking during peak hours which I don't have in the basic plan. A couple times as much as 49 cents a kilowatt to 20 cents to 18 and nineteen. This goes against the price points of my plan. They have been consistently, over the course of months, overcharging me for my usage. I have included a spreadsheet of just the last couple months though I am now sure they have been overcharging me for quite a while. The price points attached for basic plan are current. I want an explanation of my fluctuating charges, a billing adjustment, and a refund for my overcharges. I do not want to speak to someone who tells me it is hot outside, I have lived in ******* for 14 years I know it is hot outside and up until now I have always known what to expect with my bills. I keep the air conditioner between 78 and 82 and I am out most of the day at work so there is no appliance usage to explain spikes either. I have included a PDF with the costs, usage and charges per kilowatt. The cost and usage were downloaded directly from their site. I have more pictures and evidence as well.

  

  Business Response

  Date: 08/15/2024

  SRP Consumer Affairs (**) will contact the customer in an effort to resolve her billing concern. 

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Salt River Project (SRP) Power Company regarding their recent changes to their payment system, which have severely impacted my ability to manage my electricity payments and maintain power in my home.Previously, I was able to make payments online through the SRP app, which allowed me to allocate payments towards my balance or directly towards maintaining power. However, I am no longer permitted to make online payments, forcing me to make payments in-store. This change has caused significant issues, including:Inability to Apply Payments Correctly: The in-store payment system does not offer the same flexibility as the app, preventing me from applying payments towards my balance or power as needed. This has resulted in power outages, especially during life-threatening heat conditions.Safety Concerns: When I run out of power, I am forced to walk to a store at 2 AM to make a payment, which is dangerous and affects my personal safety. Additionally, if I am at work and my children are home from school, they are left without air conditioning in extreme Arizona weather, which is extremely unsafe.Health Risks: The inability to maintain power consistently poses serious health risks to my family, especially during the extreme heat of Arizona *******. This situation is unacceptable and puts our lives at risk.I urgently request that SRP reinstates my ability to make online payments through their app, allowing me to allocate payments towards my balance, power, or both as needed. This flexibility is crucial to ensure the safety and well-being of my family.

  

  Business Response

  Date: 08/05/2024

  SRP Consumer Affairs has emailed ******* SRP's credit policy which states, "If your account has two or more returned payments in 12 months, we will designate the account as cash-only, and your payments will need to be made with cash, a cashiers check or a money order until your account no longer has a cash-only status. Consumer Affairs asked ******* if he'd like to share more information regarding the circumstances of the multiple returned payments for consideration and will continue to work with him directly.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was a MINOR weather occurrence. No rain. Moderate wind. No tornado or hurricane. Note, our neighborhood power is underground. Outage at 5:40 pm Repair ETA of 7:45 pm. At 7:43pm, text from SRP that power is restored. Only it isnt. Neighborhood is without power. Called SRP, advisor asks me to go outside, in the dark, and toggle 400A breaker. Supervisor ******* then recommends I drive to nearby family. I prepare for that. Problem is no power for garage doors. Call SRP again. ****** assures me power will be restored in 30 minutes. Hang up and moments later text indicates power will be out for at least another 3+ hours!

  

  Business Response

  Date: 07/29/2024

  SRP Consumer Affairs has been in contact with ******************** and is conducting research regarding the two outage causes and changing/conflicting outage restoration times that ******************** received. Consumer Affairs will share these findings directly with ******************** upon the conclusion of the investigation.