Complaints
This profile includes complaints for Tucson Electric Power's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 48 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/30/2025
Type: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.
Bill is way higher than normal they automatically enrolled me in to a payment arrangement I cannot afford and did not agree too. If I don’t pay $2,000 by 2/6 my services will be suspended they advise to get assistance from an agency but there is no funding. I am willing to pay but I need an arrangement that works for me and my family. This has been a horrible experience especially at a time like this where financial stressors are already at an all time high they have no empathy or sympathy for anyone. All I’m asking for is an arrangement that does not take my entire check every month.
Business Response
Date: 02/07/2025
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated January 30, 2025 regarding the above-referenced complaint.
Erin Mendoza, TEP Representative, spoke with Christine Canez on February 5, 2025 in an attempt to address her concerns.
Mrs. Mendoza explained to Ms. Canez that TEP did not receive any payments on her account from May 2024 through December 2024. Furthermore, in October 2024, her account was enrolled in a payment arrangement for the outstanding balance at that time to be paid in six (6) monthly installments. However, the payment arrangement broke due to non-payment. Therefore, Ms. Canez’ account does not qualify for an additional payment arrangement or extension at this. Mrs. Mendoza advised Ms. Canez that her account has an outstanding balance of $2,706.23 and in accordance with TEP’s Rules and Regulations, a minimum payment of 50% of the delinquent balance is required to stop the disconnection.
On February 6, 2025, TEP contacted TEP and confirmed a payment in the amount of $1,358.00.
If you have any questions, please feel free to contact me at (520) 965-5911.
Best Regards,
Erin Mendoza
Initial Complaint
Date:11/04/2024
Type: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.
Our concern is that we are unable to reconcile our solar production with our use of electricity. We would like to feel comfortable that all the energy we produce is being used in full against our bill. TEP's numbers of what we have produced does not meet our records. We just want to understand and feel confident in our use and production from our solar. We are unable to find this information and we have asked. This is the document sent in question of our query:
************************************************************
Thank you for your attention to our concern. I will look forward to hearing from you.
***** and ****** ******
************Business Response
Date: 11/15/2024
Re: Complaint Case #: ********
Consumer: ******, ***** and ******
Dear Ms. *****:
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated November 4, 2024 regarding the above-referenced complaint.
**** *******, TEP Representative, called ***** ****** on November 14, 2024 and left a voicemail message requesting a return call. Additionally, Mrs. ******* emailed Ms. ****** and provided her direct contact information for further assistance on this matter.
The ******s take service on TEP’s Time-of-Use pricing plan and their excess solar production is being compensated under Rider 14, Resource Comparison Proxy Export Rate. The ******s are being compensated for their excess solar production at $0.0868 per kWh in accordance with TEP’s Rider 14 Rate based on the year in which they completed their application and interconnection.
TEP provides detailed ****** ***** information online at *****://***.*******/**-******-
*****/ however, TEP does not provide information regarding total solar production. The ******’s can contact their solar installer for assistance in obtaining information regarding their total solar production.If you have any questions, please feel free to contact me at ***** ********.
Kind Regards,
**** *******
********** **********
Tucson Electric Power | Unisource ****** Services
***** ********
Initial Complaint
Date:10/23/2024
Type: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 received an email showing that my electric bill was trending up to double what my usually monthly bill is when I called Tucson power electric to find out what was going on. I was told that there were power spikes between six and seven in the morning and six and seven at night and I told them that I live by myself in a one bedroom condo. I’m retired and there’s no reason for these power spikes to be happening twice a day when I’m doing the same thing all day Long The customer service representative I talked to I was trying to be very nice with, but she got an attitude and told me if I was gonna argue with her. She was gonna hang up. I’m trying to find out how to troubleshoot the spike in my power bill and getting absolutely no help at all from Tucson electric power customer service I asked to speak to a supervisor or a technical support specialist. She wouldn’t transfer me to them either. I’m disabled and liveon a fixed income! I find the customer service agents, lack of concern extremely offensive if it was her power bill going up I’ll bet she’d find out how to figure out what the problem was instead of just telling me to monitor my power usage during those times which I told her repeatedly was no reason for power spikes because the power usage remain the same throughout the dayBusiness Response
Date: 11/04/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated October 23, 2024 regarding the above-referenced complaint.
Erin Mendoza, TEP Representative, spoke with Jeffrey Stiely on November 1, 2024 and addressed his concerns.
Mrs. Mendoza explained to Mr. Stiely that TEP cannot determine what causes increases or decreases in a customer’s household energy usage; the Company is only able to measure the amount of energy that the customer uses as registered by the meter at the point of delivery. However in an effort to further assist, Mrs. Mendoza reviewed the usage in detail with Mr. Stiely, including the daily and hourly usage. Additionally, Mrs. Mendoza compared Mr. Stiely’s current usage to that of the same time last year. Mrs. Mendoza advised that the usage is higher however, this is likely due to warmer temperatures. Mr. Stiely advised Mrs. Mendoza that he would like to review the usage in detail once the weather has cooled down. Mrs. Mendoza provided Mr. Stiely with her direct contact information and advised him to contact her at the end of the month to review the usage.
Mr. Stiely 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.
Kind Regards,
Erin Mendoza
Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
(520) 965-5911
Initial Complaint
Date:08/26/2024
Type: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.
In april, i moved from one apartment, to another apartment. When i was in the process of moving, i transferred my service over to the new apartment. I made a payment to TEP in april on 4/12/2024 in the amount of $250. This brought my remaining balance down to $235.78. Two weeks later, after going to pay the remaining balance, i discover my balance shows -1100. So i waited until the account was updated because i figured it was due to us moving. Once it updated, it showed i have a balance of $1,743.53. I contacted TEP and i was told this was because of budget billing being cancelled at the previous apartment. I was not told anything about this when i moved and the amount they are claiming i owe is ridiculous. When i called this last time i was basically told there was nothing i could do besides pay the amount. I refuse until the balance is resolved.Business Response
Date: 09/06/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated August 26, 2024 regarding the above-referenced complaint.
Erin Mendoza, TEP Representative, called Thomas Pratt several times on September 5, 2024 however, she received a message that his voicemail has not been set up.
Mr. Pratt is currently enrolled in TEP’s budget billing program however, the account is several months delinquent. Therefore, the account reflects a total balance owed of $3,384.99, which includes the outstanding balance of $1,495.24 and a budget billing underpayment of $1,989.75. Mrs. Mendoza is happy to review the account with Mr. Pratt and discuss payment arrangement options.
If you have any questions, please feel free to contact me at (520) 965-5911.
Kind Regards,
Erin Mendoza
Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
(520) 965-5911
Customer Answer
Date: 09/06/2024
When i submitted a payment in april, the remaining balance was $250. After that, in the same week my balance showed i owed -1100 for about 4 days. After that it showed i had a huge balance of 1200 plus just because i moved? No way. This feels like a scam.Initial Complaint
Date:07/05/2024
Type: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.
On Thursday July 4th 2024 the Golden Fire burned approximately 830 acres in Kingman Arizona. This could have been easily prevented by burying the utility cables that lead into Fountain Hills. Most subdivisions already bury their service connections. The only above ground electrical is the distribution lines that you chose to run overhead. I know burial cable and the process of burying cable is more expensive short term than running it on power polls but the long term costs are starting to add up, if not to your company but to the community who is constantly dealing with the repercussions. We all pay for the fire departments, we all suffer the outages. Wecom is currently trenching in the area and installing conduit for burial fiber. It would behoove everyone if you evaluated the costs of doing the same with your distribution lines. Please evaluate burying the cable along Cherum and Calle Allende.Business Response
Date: 07/16/2024
UNS Electric, Inc. (“UNSE” or “Company”) is in receipt of the Better Business Bureau correspondence dated July 5, 2024 regarding the above-referenced complaint.
Erin Mendoza, UNSE Representative, called Ian Penn on July 12 and 15, 2024 and left a voicemail message requesting a return call. At this time, Mrs. Mendoza has not received a return call from Mr. Penn.
UNSE is designated as an overhead utility therefore, new lines are overhead facilities. Facilities can be placed underground at the expense of the customer. Mrs. Mendoza is happy to answer any questions Mr. Has 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
Customer Answer
Date: 07/16/2024
I understand why designated overhead utilities install overhead facilities.
I also understand that any changes to this business strategy would be outside the purview of Mrs. Mendoza and would come from a macro level at her company.
My goal in this complaint is to express general dissatisfaction in the way their company operates. Like screaming into the void.
Initial Complaint
Date:06/26/2024
Type: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.
Received a bill bigger than I have ever received in 40 years
Was gone for a week during billing time #8361622015.
TEP told me they would come out and ck meter. If they determine it is working it is $200 charge .
They have a auditued that I need to just take their word and I can not do any thing.
Why would I have to pay to make sure their equipment is correct.
There is no reason Our bill should be that high
I paid the bill so they won't put my Electric off.
Please let me know what I can do
Thank You
James lindsayBusiness Response
Date: 07/09/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated June 26, 2024 regarding the above-referenced complaint.
Erin Mendoza, TEP Representative, called James Lindsay on July 3, 2024 and left a voicemail message requesting a return call. Later that same day Mrs. Mendoza missed a return call from Mr. Lindsay and attempted to contact him several more times that day. However, Mrs. Mendoza has been unsuccessful in her attempts to speak with Mr. Lindsay at this time. Furthermore, Mr. Lindsay’s TEP account is protected with an access pin therefore, Mrs. Mendoza cannot provide detailed account information.
Mrs. Mendoza is happy to provide detailed account information after speaking with Mr. Lindsay and the access pin has been verified.
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
Business Response
Date: 07/23/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated June 26, 2024 regarding the above-referenced complaint.
On July 9, 2024, Erin Mendoza, TEP Representative, spoke with Mr. Lindsay in an attempt to address his concerns. Mrs. Mendoza advised Mr. Lindsay that due to an systematic issue TEP’s billing system did not register an electronic meter read for the bill date of June 17, 2024. Therefore, a TEP Technician completed an onsite meter read for the billing cycle. Upon receipt of Mr. Lindsay’s complaint TEP’s Billing department reviewed the billing and determined that the Technician misread the meter due to an honest mistake. As a result, TEP issued a corrected bill for the June 17, 2024 statement.
On July 16, 2024, Mrs. Mendoza mailed Mr. Lindsay a letter regarding the billing correction.
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 Answer
Date: 07/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21905747, 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,
James Lindsay
Initial Complaint
Date:05/10/2024
Type: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 had a service with this provider. I moved out of the apartment where the service was provided within a week. I was unaware that these people had sent a bill to collections. The bill they sent to collections was for $475.00 dollars. Tucson Electric had called me prior to the bill being sent to collections. The call center representative told me that i owed the amount listed above. I explained to the representative then that the bill was too high for just being in that apartment for one week before moving out. The representative told me then that I had to call the apartment to get them to cover the cost that was used. I called the apartment at that time explaining that Tucson Electric was charging me for what they used. The apartment said they had no problem with that but Tuscon Electric needed to contact them to get my exact move out date. I reached back out to Tuscon Electric and they said they would reach out to the apartment. They never did instead sent a bill of $475.00 to collections. I have been reaching out to Tucson Electric to get this issue resolved and they continue to ignore me and not assist. I have called 4 times and have asked to speak to a manager and they take my information and will not deal with the matter. They tell me the manager will get back to me and they never do. The apartment has informed me that nobody from Tucson Electric has contacted them about my move out date. I'm trying to pay for what I used when I was in the apratment and have the apartment cover what they used. No matter how many times I call in to Tucson Electric they will not take care of the business.Business Response
Date: 05/21/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated May 10, 2024 regarding the above-referenced complaint.
Erin Mendoza, TEP Representative, spoke with Katelyn Williams on May 17, 2024 in an effort to address her concerns. Ms. Williams indicated to Mrs. Mendoza that she is disputing the charges on her account that occurred after she moved out of the apartment and was advised by the leasing office of the apartment complex that TEP must contact them directly regarding the matter. Mrs. Mendoza advised Ms. Williams that she would contact the leasing office in an effort to further assist.
On May 20, 2024, Mrs. Mendoza spoke with the leasing office of the apartment complex and they advised her that the complex is unable to assume responsibility of the charges.
That same day, Carlos Leon, TEP Customer Service Supervisor, spoke with Ms. Williams regarding her concerns. Mr. Leon advised Ms. Williams that as an act of good faith TEP removed the charges from her account after her move out date and provided her with the updated balance.
Ms. Williams thanked Mr. Leon for the assistance and indicated that she did not have any further questions regarding the 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
Initial Complaint
Date:05/06/2024
Type: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.
TEP consistently has HORRIBLE customer service. It never fails, every single time I call I’m met with awful and rude operators, misinformation, and then late fees for that misinformation. Please have a line open or require them to have a direct complaint line for when we as customers are insulted, called names (happened to family AND friends), or even hung up on by operators.Business Response
Date: 05/20/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated May 7, 2024 regarding the above-referenced complaint.
Yessica Rangel, TEP Special Plans Representative, spoke with Angel Lipson on May 6, 2024 and addressed her concerns. Ms. Rangel reviewed the account billing in detail with Ms. Lipson and answered her questions regarding the budget billing underpayment and monthly budget amount.
Ms. Lipson thanked Ms. Rangel for the assistance and appeared to be satisfied with the information provided.
On May 17, 2024, Erin Mendoza, TEP Representative, called Ms. Lipson in an effort to further address any additional concerns she has regarding this matter. Mrs. Mendoza left a voicemail message for Ms. Lipson that included her direct contact phone number for further 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
Initial Complaint
Date:05/03/2024
Type: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.
On April 1st I my girlfriend and I moved into a rental house. Upon moving in the owner of the home (landlord) told us we need to get the utilities switched to our name so that we could pay them. On April 4 our power is shut off and when I call TEP to switch the account I'm told that the power will not be turned on until the owner pays off the bill. With no cooperation from them I've called tep multiple times and they refuse to even work with me at all. I don't understand why I can't get service in my name I've sent a lease and everything. It's getting really hot now and this doesn't seem fair . Ive never owed tep in m life but I'm being treated like I doBusiness Response
Date: 05/15/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated May 4, 2024 regarding the above-referenced complaint.
Erin Mendoza, TEP Representative, called William Black on May 7 and 10, 2024 in an effort to assist with his concerns. On May 10, 2024, Mrs. Mendoza left a detailed voicemail message for Mr. Black advising to contact the Company for assistance with turning on service. However, Mrs. Mendoza has not received a return call from Mr. Black at this time.
TEP is happy to assist Mr. Black with this request. To establish service, Mr. Black can contact TEP’s Customer Service departing by calling ***** ******** ** ****** ** *******************************
*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
Initial Complaint
Date:04/26/2024
Type: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.
Essentially, I was crippled/bedridden while riding an escooter so a decent amount of time and I had to simultaneously deal with a funeral for my recently deceased grandmother. I contacted them and told them about this, they said they wouldn't put me in cash only because of my situation, they proceeded to do so anyway. I've tried disputing it, explaining I can't go anywhere to pay it physically and don't have a caretaker, and am alone in Tucson, so needless to say I haven't been able to work like I used to and I, at the time, didn't make enough to hire help. I ended up finding a way to pay it online where it comes out immediately (they claim it doesn't exist if you ask but I can show you it does exist), so I start being able to pay on time, they strip my ability to use that option. Now my bill for 77-88$ a month is 247$ a month WHILE STILL on budget billing, and I use FAR less electricity than I ever have, as I had to sell a 80in TV, my alexas, several smart devices, various PCs and consoles, I have WAY less being used at the current moment. Now my biggest issue here, is it's as though they are taking joy in punishing me for their mistakes, they have genuinely mocked me for being crippled at the time, her name was Angie and she refused to give me her name and extension despite making ableist remarks toward me. And since, they have blocked my phone number from contacting them, and claim they "can't do that" but I have tried on EVERYONES number including both of mine, they will respond to everything but my main number, the main number just gets a weird tone that eventually clicks off and hangs up. So they are going out of their way to make my life even harder because of their mistakes, and yes I was having issues with payments but I even kept in contact with them and they claimed they'd be understanding, they used it as an opportunity to screw me over instead. Please help me!Business Response
Date: 05/06/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated April 26, 2024 regarding the above-referenced complaint.
During a review of Mr. Russo’s budget billing, it was determined that an increase to the monthly budget amount was required due to his average usage and current underpayment. Based on these factors, Mr. Russo’s budget amount increased from $77.00 to $247.00. The current underpayment on Mr. Russo’s account is $1,141.98.
Additionally, there have been five (5) returned payments on Mr. Russo’s account in the last twelve (12) months. Therefore, Mr. Russo’s account is designated as “cash only” which requires payments to be processed by one of the following options: cash or debit card at any Walmart location, money order, or certified check.
On May 1, 2024, Erin Mendoza, TEP Representative, called Mr. Russo and left a voicemail message requesting a return call. On May 3, 2024, Mrs. Mendoza spoke to Mr. Russo however, the call abruptly disconnected after she indicated that she was calling regarding his 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
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