ComplaintsforTucson Electric Power

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TEP power company sent me a letter stating that i owe them 3100 dollars for a bill that is not in my name was in my daughter's name and because my name was on the lease agreement they are trying to hold me responsible for the bills at 2 different addresses over 4 years ago.MC is responsible for this bill i already paid her so what she did with the money i have no clue and i have hand written receipts as well i explained to the man on the phone this is not right you can not make me pay a bill that's not in my name and if i don't pay it they are adding this on my current knew bill that's only 60 he wants me to do a payment plain that I do not agree to for 6 months 516 a month i told him you can do whatever I;m not paying that she is and he said if i don't my power will be off how can they do this to someone legally and told me to go get help with it this needs to be settle out and done with i don't owe you Tep so stop trying to take me down for someone else's bill ,i fell like your basically black milling me in to paying the bill

  

  Business response

  04/09/2024

   

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated March 21, 2024 regarding the above-referenced complaint. 

   

  Erin Mendoza, Tucson Electric Power Company (TEP) Representative, spoke with Audrea Webb on April 4, 2024 in an attempt to address her concerns.

   

  Ms. Webb indicated to Mrs. Mendoza that the TEP account in question was in her roommate’s name at the time of service and that she does not believe she should be held responsible for the outstanding balance. Additionally, Ms. Webb advised Mrs. Mendoza that she made payments directly to her roommate for the service however, her roommate failed to pay TEP.  Mrs. Mendoza explained to Ms. Webb that in accordance with TEP’s Rules and Regulations, as an occupant of the residence she is jointly and severely liable for the service provided to this address. In an effort to assist Ms. Webb, TEP has placed the outstanding balance in a payment arrangement of six (6) monthly installments.

   

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

  Erin Mendoza

  Regulatory Specialist

  Tucson Electric Power | Unisource Energy Services

  (520) 965-5911

  [email protected]

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I am filing a complaint with TEP on the misinformation I have been provided several times regarding my account. I was told I could be entered into a payment plan on my account after paying a past due balance. After Paying the amount, the next bill received stated possible termination if full amount was not paid. I contacted TEP and I spoke with Jessica she stated that was an error on their part and if I paid 432 by 3/22 I could be placed back into a payment arrangement. I called on 3/21 to let them know payment was made where then another Jessica placed me on hold for some time only to come back and say they are not offering the arrangements anymore. At that time I stated that is not what I was told and you all need to stick to your agreement. She stated she spoke to a supervisor and they said no arrangement and I would need to pay an additional 200+$ to go into one. At that time Jessica became defensive and I asked her if I could speak to a supervisor, she stated she already spoke to one. I then stated I would still like a call back. She stated someone would call they have until 6pm to reach out and the call ended. At this time I am frustrated because now they state electricity could be terminated even though I did everything that was agreed upon. This type of treatment is unacceptable and I honestly just want a resolution at this point.

  

  Business response

  03/27/2024

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated March 21, 2024 regarding the above-referenced complaint.

  **** ****, TEP Team Lead, spoke with **** ******* on March 21, 2024 and addressed her concerns.

  Ms. ******* advised Mr. **** that on March 5, 2024 she spoke with a TEP Customer Service Representative (CSR) and was advised to make a payment of $433.00 before March 22, 2024 to qualify for an additional payment arrangement. Mr. **** confirmed Ms. *******’s payment of $433.00 and assisted Ms. ******* with a payment arrangement for the remaining balance of $603.70 to be paid in two (2) monthly installments.

  Ms. ******* thanked Mr. **** for the assistance and appeared to be satisfied with the resolution of this complaint.

   

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

  Erin Mendoza

  Regulatory Specialist

  Tucson Electric Power | Unisource Energy Services

  (520) 965-5911

  [email protected]

   

  Customer response

  03/27/2024

  
  
   

  Hello, 

  
  

  They reached out to me directly and resolved the issue.

  
  

  Thank You,

  ****

  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have received a bill from Tucson electric power and have been threatened to have my power terminated due to an amount of 1,500 and I have asked why and no response has has been given. Please I need this resolved before my lights get terminated and also I have a new born so I can't afford to have this problem

  

  Business response

  03/27/2024

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated March 20, 2024 regarding the above-referenced complaint.

   

  Erin Mendoza, TEP Representative, spoke with Ramon Samaniego on March 25, 2024 and addressed his concerns.

  Mrs. Mendoza advised Mr. Samaniego that during its investigation TEP had confirmed that he has resided at the address with the previous party since March 2023.  Furthermore, TEP confirmed that the previous party is currently residing at the address with Mr. Samaniego. Therefore, the outstanding charges were transferred to his account. Mrs. Mendoza explained to Mr. Samaniego that the balance is a result of service that was provided to the address under the previous party’s account and that payments were not consistently received which resulted in the outstanding balance.  Mrs. Mendoza offered to assist Mr. Samaniego with a payment arrangement. Mr. Samaniego agreed to pay the current balance of $90.33 on March 29, 2024 and the outstanding balance of $1,573.64 will be placed in a payment arrangement of six (6) monthly installments.

  Mr. Samaniego thanked Mrs. Mendoza for the assistance and appeared to be satisfied with the resolution of this complaint.

   

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

   

  Erin Mendoza

  Regulatory Specialist

  Tucson Electric Power | Unisource Energy Services

  (520) 965-5911

  [email protected]

   

• Initial Complaint

  03/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had sent them an e mail asking if they could lower my budget billing from 412.00 to 350.00 a month. I was told no and understandable. This Christine woman then proceeds in e mail to say my anniversary date (for review) is July and unless I get the amount underpaid by budget billing paid off, my bill would increase to 469.00 which she wasn't doing now! So I obviously believed sense anniversary date is July, I had between now and then to pay off the amount underpaid by budget billing and find a way to reduce how much power I am using! Imagine my surprise to find out when I paid the 412.00 I then 2 days later find out they increased my budget billing to 469.00 when she said she wasnt doing now and my anniversary date is not until July!

  

  Business response

  03/27/2024

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated March 16, 2024 regarding the above-referenced complaint.

  On March 18, 2024, TEP received an email from Janet King regarding the increase to her budget billing amount. Anissa Fields, TEP Special Plans Representative, responded to Ms. King via email and addressed her concerns.

  Ms. Fields advised Ms. King that TEP had re-adjusted her budget billing amount back to $412.00 as requested. Additionally, Ms. Fields explained that TEP will complete a review of her budget billing in July 2024. At that time, an increase to the budget billing amount may be required unless there is a significant decrease to her average usage and underpayment.

  On March 22, 2024, Erin Mendoza, TEP Representative, called Ms. King and left a detailed voicemail message. Mrs. Mendoza provided Ms. King her direct contact phone number for any further assistance on this matter.

   

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

  Erin Mendoza

  Regulatory Specialist

  Tucson Electric Power | Unisource Energy Services

  (520) 965-5911

  [email protected]

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We live in 1000 square-foot home. For years, we have paid 4 to 600 a month for electric, which is insane! we have asked numerous times for someone to come out and check our meter to make sure that it is reading and working correctly. We’ve been informed that they no longer do this and that if we want someone to come out it’s almost a $300 bill in the past we raised 7 kids in this home. But for a year or so it has only been the three of us and we are not home all day. We turn off the air completely we unplug plugs, and our bill stays the same between 400 and 600. HOW?!? I want PROOF of the energy used we are being billed for!

  

  Business response

  03/11/2024

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated February 29, 2024 regarding the above-referenced complaint.

  **** *******, Tucson Electric Power Company (TEP) Representative, spoke with Amber ****** on March 6, 2024 in an attempt to address her concerns.

  Mrs. ******* reviewed the usage in detail with Ms. ******, including the daily and hourly usage. Mrs. ******* advised Ms. ****** that her usage has been historically consistent over the last several years and attempted to prompt Ms. ****** with questions regarding her usage patterns in an effort to further assist with her concerns. During the conversation, Ms. ****** indicated to Mrs. ******* that she is unhappy with the Company and abruptly disconnected the phone call.  

  TEP cannot determine exactly what causes an increase or decrease in a customer’s household usage.  TEP is only able to measure the amount of energy registered by the meter at the point of delivery. 

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

   

  **** *******

  Regulatory Specialist

  Tucson Electric Power | Unisource Energy Services

  (520) 965-5911

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TEP is arbitrarily delaying our Solar System License to operate. Our solar system was installed in December and approved by the Pima Count inspector in January. TEP has sent multiple additional requests to include a rewire of a disconnect that was already approved by the county inspectors. One of the additional requests was dated 9 Feb 2024 but not sent to our solar installer or us until 22 Feb 2024. We have received multiple emails stating that our project has been "That email states specifically “Your project has advanced to Notice of Installation Completion". Just to get other emails that nonexistent corrections are required. We would appreciate any help with this matter.

  Customer response

  03/04/2024

  I would like to mark it as resolved.  

  
  

  Thank you,

  *** ******* 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just had my landlord helpbpay tep because I explained to tep in June of 2023 that we were haveing money issues because I don't get ssd/ssi I'm disabled. Like the other post that's on here they had auto enrolled me into a payment program and it does matter if u don't pay on the dates they u not the dates u can pay. As of today I explained I suffer from head trauma as well and I forget things alot.i asked for remindes and they have been doing so sometimes a week notice or 2 weeks which gives me time and I always pay today was pay us 1200.00 or u r being shut off. When my landlord paid they told them 1500.00 and change I spoke to a supervisor and she told me today the minimum that needed to paid was 900.00 tep is lieing to its customers and is providing false information to its customers and enrolling them into programs sometimes with the person's knowledge. A few months. Ago my wife did a hart ship payment from her job helping to pay and they said it was 900.00 it took almost 30 days but was paid. I then made we that this was the Exact amount for the hole amount owed they said yes it was then turned around after the 900.00 was paid in two different payments they said your new balance is 1,000 dollars. They have become unreasonable and now have a fu mentality paybme or we r shutting u off. Today i also learned that trying to call them to try to resolve the issue they purposely blocked my number from customer service to resolve the issue once the bill was paid I was able to contact them. Thay claimed its there new phone system. I used my emergency phone to call them with no issues I do believe they strong armd me into paying my bill even knowing my wife's works two jobs and I'm disabled. The last two have been horrible with tep even through covid we always paid on time and never had any issues till last year before my disability became worse I was have trouble walking and do even day routines made it even hard because I have two kids with autism. Jun 23 of 2023 I had leg surgery witch tep was aware of I had a metal rod removed from my right leg along with a screw and tear in my knee cap repaired I couldn't walk or drive for almost 7 months and now I'm just starting to get my movement back. Tep doesn't tell u about programs when asked till its to late or almost to late. Plz plz someone needs to investigate this because from what I see my story is very similar to what I see on here.

  

  Business response

  02/06/2024

  Dear Ms. Mendoza:

   

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated January 26, 2024 regarding the above-referenced complaint. 

  Erin Mendoza, TEP Representative, spoke with Jonathan Dinegar on February 5, 2024 in an attempt to address his concerns.

  Mr. Dinegar indicated to Mrs. Mendoza that he contacted TEP’s Customer Service department and was advised the minimum payment needed to guarantee service was $1,211.25 however, his landlord contacted TEP and was advised the account balance was $1,529.98. As a result, Mr. Dinegar’s landlord made a payment for the full balance instead of the past due amount. Mrs. Mendoza explained to Mr. Dinegar that automated phone system provided the total account balance of $1,529.98. Mr. Dinegar stated to Mrs. Mendoza that he believes he has been provided misinformation and requested that TEP provide him a refund or bill credit. Mrs. Mendoza advised Mr. Dinegar that TEP could not provide him a refund or bill credit.

  Later that same day, Mrs. Mendoza called Mr. Dinegar in an attempt to discuss a partial refund to his landlord for the payment they processed on his account. However, the phone call abruptly ended when Mrs. Mendoza requested to speak with Mr. Dinegar.

   

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

   

   

   

  Erin Mendoza

  Regulatory Specialist

  Tucson Electric Power | Unisource Energy Services

  (520) 965-5911

  [email protected]

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have lived at my current address about 4 years. For the first 2.5 years my electric bill never got higher than $120 in the death-heat of summer. Its a small 2 bedroom with minimal electronics and im there at most half the time. It seems that as soon as Biden was elected TEP took the opportunity to punish its customers. Customers that dont have any other options for power (monopoly laws arent a thing i suppose). I have since not one time had a bill under $120. Mostly averaging $200-250 range. I have no further appliances computers tvs etc. I have switched to low output EVERYTHING from bulbs to tv settings etc. And my bill is only rising. When i ask them to send a tech to see if theresbsome sort of drain in the system they flat out refused and told me to pay them their gold harshly. Furthermore ill pay on say the 20th... they dont take the money out till the 25th which absolutely ruins my bank account keeping abilities. Theyve more than 3 times charged my card twice. And said itd be applied to the next bill. It never is... they just keep my money. Ive had to sell MANY thousand dollar personally owned items just to pay my electric bill (sometimes twice). They are becoming a completely untennable service. Theyre already absolutely unaffordable. What kills me is that they seem to do this selectivly. My friend heather has the same problem almost exactly. But my friend sebastian (registered democrat) has a 5 bedroom with vaulted ceilings and a ton of computers/electronics and is there running them all day every day and pays $130 a month at maximum. Heathers mom (also conveniently democrat) paid $94 for her 3 bedroom which she is at every day and works from home on energy draining PCs. So either theyre activly targeting non-democrats or theyre aware of a drain in my system but refuse to fix it so as they can continue making their money mountain off of me. Im not responsible for what i'll do at this point as they are directly attacking my ability to live.

  

  Business response

  03/04/2024

   Jessica Mendoza

  Better Business Bureau of Southern Arizona

  120 N Stove Ave, Ste. 200

  Tucson, AZ 85701

  Re: Complaint Case #: 21196395

  Consumer: Denlinger, Karl

   

  Dear Ms. Mendoza:

   

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated February 9, 2024 regarding the above-referenced complaint.

  Erin Mendoza, TEP Representative, spoke with Karl Denlinger on February 16, 2024 in an attempt to address his concerns.

  Mrs. Mendoza advised Mr. Denlinger that he was billed in accordance with TEP’s rates and that she was happy to assist with his high bill concerns and answer his billing questions.  Mrs. Mendoza explained to Mr. Denlinger that she reviewed his usage for the January 2024 billing cycle and found it to be less than that of his January 2023 billing cycle. Additionally, Mrs. Mendoza informed Mr. Denlinger that TEP had an approved increase to its rates that took effect in September 2023. Furthermore, Mrs. Mendoza reviewed Mr. Denlinger’s recent usage with him and advised that the majority of usage occurs overnight. Mr. Denlinger indicated to Mrs. Mendoza that his heating unit is electric and he keeps it set to 69 at night. Mrs. Mendoza attempted to further discuss Mr. Denlinger’s concerns however, he indicated that it was not a good time for the discussion.  Mrs. Mendoza advised Mr. Denlinger that she is happy to discuss the matter with him in more detail and advised him to contact her directly for any further assistance.

   

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

   

  Erin Mendoza

  Regulatory Specialist

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wen solar in November. Somehow my house that was vacant half of December accrued 50% more energy usage despite nothing being on and 30% power being provided by the solar. When I emailed and called they said it was normal to wait a year for solar to work itself out. The customer service rep raised her voice and got hostile and said, I wasn't listening to her. The math didn't add up I was making 60kw of energy and using 46kw but still had a higher bill. I spoke to Tesla and they said it was a problem they are working to solve the house made 2362kw of power the bill for 1500kw was wrong. TEP's has no intent on looking at the issue just demanded payment instead of looking into the problem.

  

  Business response

  01/31/2024

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated January 19, 2024 regarding the above-referenced complaint. 

  Erin Mendoza, TEP Representative, spoke with Gary Jones on January 29, 2024 and addressed his concerns.

  Mrs. Mendoza reviewed the usage in detail with Mr. Jones and assisted with his billing questions.  Mr. Jones indicated to Mrs. Mendoza that he was advised by his installer there was an issue with his system causing it not produce the expected generation however, the issue has now been resolved. Furthermore, Mr. Jones stated to Mrs. Mendoza that he was unhappy with the assistance he received when he spoke with TEP’s Customer Service department. Mrs. Mendoza apologized to Mr. Jones and provided her direct contact information for any further assistance regarding this matter.

   

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

   

   

  Erin Mendoza

  Regulatory Specialist

  Tucson Electric Power | Unisource Energy Services

  (520) 965-5911

  [email protected]

  

  Business response

  02/08/2024

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated January 31, 2024 regarding the above-referenced complaint.

  When Mr. Jones contacted TEP’s Customer Service department the Customer Service Representative advised Mr. Jones that the billing cycle in question was his first with solar and that he did not produce enough excess generation to cover his usage. Therefore, his account did not have any credit to carry forward however, this may change and it can take up to twelve (12) months to see a credit.

  Customers usage and solar production varies and TEP cannot estimate how much excess generation a customer will have each billing cycle.

  When Mrs. Mendoza spoke to Mr. Jones he indicated that he is unhappy that when he contacted TEP regarding his billing concerns the Company did not recommend he contact his solar installer to discuss his solar production. Mrs. Mendoza explained to Mr. Jones that TEP is unable to determine the expected solar generation and therefore could not have determined there was a potential issue with his solar system. Mrs. Mendoza provided Mr. Jones information on his pricing plan and how he is compensated for his excess generation under TEP’s Rider 14.

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

   

  Erin Mendoza

  Regulatory Specialist

  Tucson Electric Power | Unisource Energy Services

  (520) 965-5911

  Customer response

  02/08/2024

  The financial motive to push the issue. When you produce more power than you use it stands to reason that a credit. The prime issue with the wait 12 months is that the organization benefits financially significantly from that course of action. When you make over 1000 more kws than you use it is surprising. It was the second billing cycle with solar the first I received a almost $500 bill for catch up with budget billing. TEP was negligent in not providing information that was pretty obvious that a empty house should not have used $400 worth of electric. In fact since there was a solar credit it could be concluded they collected all the power and charged for grid power while keeping power produced by the solar panels.  I called TEP and Tesla the same day and the use dropped by 80% and production tripled. Even during the period I made 1200 more kws than used. 

  In the end TEP customer service was not help and pushed for me to delay a serious problem. I was yelled out when I stated the math doesn't add up on a house that wasn't used for 2 weeks. With the email and phone call I received I was told it takes 12 months to balance out.  This is a canned answer that results in financial gain from the organization instead of providing service paid for. In the end I am out several hundred dollars which isn't right.  Solar is pushed by the company and they provide no support. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had fallen behind on my electric bill, TEP auto enrolled me into a payment plan. If you do not pay the payment plan on time, TEP reserves the right to collect the full balance/past due balance. Shortly after falling behind on my electric bill, I had to move unexpectedly. During this time I also had unexpected expense which caused me to fall behind on utilities and had also been the reason for the unexpected move. Our new rental agreement shows the lease started 7/19/23. The power should have been switched over to the new tenants name mid to late August. The reason I bring this up is because I had been charged approximately $700.00 for 2 months, each month. I called TEP to advise I was seeking out help and inquire on a shut off date. That rep said there was no specified shut off date, that I would have to keep calling to check, & once I got confirmation # for assistance to call back with a confirmation number and that would prevent shut off. After the interview for utility assistance I called TEP back with a confirmation number. They advised it would have to be the agency to do that, I was still obligated to make a payment, however the lowest payment they would accept is ~$2,300.00. They also confirmed that the 2 months that were $700 each had 2 addresses( I was being billed for 2 locations). They advised I would have to show proof of there being another tenant and that I would have to contact Credit & Collection to dispute. The agency also confirmed I was still obligated to make payment while the request was reviewed. To note, I work from home, so if my power gets shut off, I will be out of job further compacting my financial strain. I had to take out a loan from my 401K for moving expenses (which is being repaid automatically each pay period). I am basically tapped out and will not be able to afford $2,300.00 at once. I do not get paid again until 1/5/23. I can locate the dates of calls if needed, just worried power will get shut off .

  

  Business response

  01/08/2024

  Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated December 28, 2023 regarding the above-referenced complaint. 

  On January 2, 2024, Ms. Weaver spoke with a TEP Customer Service Team Lead regarding her electric service. The Team Lead advised Ms. Weaver that the full past due balance of $2,796.21 was required to reconnect service.

  On January 4, 2024, Erin Mendoza, TEP Representative, spoke with Ms. Weaver in an attempt to further assisted with her concerns. 

  Ms. Weaver advised Mrs. Mendoza that she has applied for utility assistance through a local agency however, her application is under review. Furthermore, Ms. Weaver indicated to Mrs. Mendoza that she is unable to pay the full past due balance at this time. Mrs. Mendoza advised Ms. Weaver that as an act of good faith, TEP will accept a partial payment of $1,486.41 to reconnect the service. Mrs. Mendoza provided Ms. Weaver with her direct contact information and instructed her to call once the payment has been made.

  Ms. Weaver thanked Mrs. Mendoza for the assistance.

   

  If you have any questions, please feel free to contact me at (520) 965-5911.

   

  Sincerely,

   

  Erin Mendoza

  Regulatory Specialist

  Tucson Electric Power | Unisource Energy Services

  (520) 965-5911

  [email protected]

*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. ↩