Arizona Public Service [APS]
Reviews and Complaints

I've been out of service on half of my house for 3 days. I called APS to schedule service. They came out while I was away from the house. I came home to find I had no power whatsoever, my meter is laying on the ground & wires are cut & hanging out all over. No call, no note, nothing to indicate the status. I called customer service AGAIN, after holding for an hour and 20 minutes the first time I called only to hold for another hour and 40 min then be disconnected due to system error status! Meanwhile I have a freezer full of meat and no idea whatsoever what to do or how to get in contact with APS.

For the past year aps has charged me 3x more then they shld have I was on housing in a single level apt with two little boys and after 700 then 900 then a 1200 dlr bill I had to leave my home I had to take out a loan on my car just to try n. Pay for the outrageous electric bills and I was on housing my electric cost me way more then even my rent because of aps I lost my home my housing. My kids and I have. Been homeless for the last 5 months now. Every time I wld call to complain I got no answers nothing solved and just hung up on

I attempted to pay my bill online using the automated system. I recently had a new bank account. I entered my new bank and routing l information on the system. The system defaulted to my old bank account. I called two days after the payment was made to see why the proceeds had not come out. They told me to call back at a later date. I called back two days later. I was told I could no longer make automated payments for one year. When I talked to the supervisor she would not listen and told me I wouldn't be able to use the automated system. I did my due diligence and am being punished for changing my bank account. This is rediculous and even worse is that this is a monopoly and there is no where else to turn for electricity. So disappointing, my vote as a citizen will always be against APS and I will advocate in any way possible to have the unfair business practices removed.

In January 2018, I filed a formal complaint about the unjust & unjustified rate hike that was approved in Aug. 2017. I crowdfunded the attorneys fees, secured an expert, had a 5 day hearing last September where we completely uncovered their shell game, and just got a ruling from the Judge saying the complaint should be dismissed. It is the ultimate David vs. Corporate Goliath battle, as it's me (us) against a multi billion $$$ utility monopoly. The AZ Corporation Commissioners (3 of whom APS spent millions to get elected - & 2 of the 3 who rubber stamped the rate hike). The Open Meeting on this issue before the Commissioners is THIS TUESDAY and I need all hands on deck! If you have been negatively affected by APS I need your voice! If you can't make it in person, you can call in. If you can't call in, I need to to email the Commissioners as well as file all of these complaints into our Docket. It's going to take all of us to topple Goliath and #StopTheAPSGreed! Here are the details for Tuesday, April 23: https://www.facebook.com/events/997959993736589/?ti=ia

Account # [protected]
I sold my home in december. I am owed a refund of my deposit. I called mid january to set up new service, I inquired about the refund and was told it would take 45 days from shut off date of old property. The aps website states that it takes 25 days. I called again in february and was told it can take up to 90 days. It has now been around 100 days and still no refund. I just spoke with a representative online whom told me the check was actually mailed out january 18th to the address where the services had been stopped. January 18th is the same day I had services started at a new address. How [censored]ic do you have to be to mail a check to an address where services are no longer in my name and not to the address where I currently have services?!?! I also verified the address as to where the refund would be sent when I called three times! Now I have to wait at least another 15 days for them to reissue the check. I wonder if I will actually get it this time? Incompetent!

In the last 6 months aps in arizona has implemented an automated billing system that is issuing erroneous electric bills, issuing errouneous late fees and continually overriding aps manual corrections.

A complain was filed with the arizona corporation commission that did nothing but refer my complain to the aps consumer advocate unit. After speaking with the advocate unit aps was suppose to send me a letter outling what corrections they had made as no one at aps could reconcile the billing statement numerical totals.

Be aware that an automated billing system at aps is continually in error and the az. Corp commission turns a blind eye.

My electricity has been turned off since November 5 because the bill had raised to $1600 past due and I could not pay it. I had finally saved up a little over $1000 and was calling APS to ask if there were any assistance program so that I could get my electricity turned back on as I have a blood clot in my leg have two young children and my daughter has asthma. Having no heat lost all the food no lights in this cold weather was just too much for me to handle. On November 13 a kind rep named James offered me to pay $500 at a pay station and six payments each month for the remainder of the balance. I did go to Walmart and make that payment. I called APS just like James told me to to give them the numbers for the payment that was made I was promised that it would be turned on in 15 minutes to two hours yet when I came home late that evening still no power my kids and I are sleeping in the cold it's under 30° and still no heat. I would just like some help please.

I have been on the Lite Choice Plan for the last seven months and I have been monitoring my kWh usage. The Lite Choice Plan has served me very well. Now APS is telling me that I do not qualify to be on the Lite Choice Plan any longer because I went above the 599 kWh usage for four months in the Summer. The Summer months are HOT and we use the Air Conditioner to be comfortable. The Supervisor in the Customer Service Department told that it is "Not an Option" to remain on the Lite Choice Plan and I'm being reassigned to the Premier Choice Plan. The Premier Choice will cost me approximately $130/year more. This reassignment is without my consent and I feel I am being penalized for the four months in the Summer when my kWh usage goes over the 599 kWh limit. I have reviewed the several "Saver Choice Plans" and find them confusing to understand. The Residential Plan Comparison Chart is also difficult to understand. There are so many different additional charges for "Basic Service Charge", "Off Peak Pricing", "Super Off-Peak Winter Pricing, "On-Peak Summer Pricing, "On-Peak Winter Pricing, "On-Peak Summer/Winter Peak Usage Demand Charge per kW". I tried the Saver Choice Plus for the first three months of 2018 and my bills increased by $30.37; $56.65 and $62.94. There were way too many extra fees and charges on those bills. The Saver Choice Plus plan did not work for me. I am not happy with being forced to go on the Premier Choice Plan.
And why would the "On-Peak Summer Pricing" cost more than the "On-Peak Winter Pricing? This is Arizona and the Summers are HOT and your customers run the Air Conditioner to be comfortable. Same with the "On-Peak Summer Peak Usage Demand Charge". That is higher than the "Winter Demand Charge". These should be the other way around.
There is a lot of poverty in AZ and APS needs to review these Saver Choice Plans to help the residents of AZ.
I want the last twelve months of my usage reviewed for all six plans and a chart sent to me to show how much my charges for electricity services would be by each month under each plan. I'm concerned about the outrageous Summer Charges under these plans.

APS is charging rates so high that many in Arizona cannot pay any longer. The Arizona Public Service commission was elected by APS money so they just side with APS on everything. When you call in to ask a question or share your issue with them, they have wait times so long that most just hang up. Even when you reach them, if they don't like the question, they hang up on you. APS needs to be investigated.

I called to defer my(outrageous bill)payment for two days and they declined. Said there was no way they could help. No help whatsoever. I also have a disabled person in my home. I relayed that information and they told me in a word tough [censored]. Not a very nice way to treat your customers. The lady was also very short and unconcerned about me being without power when i have someone with a mental disability in my household.

Good Afternoon,

On August 24th, after attempting to remove my mothers name from my APS bill, I was told I could not do so without creating a whole new different account. The staff informed me however that I would have to pay off the balance I had due of $435. I then asked if I get some sort of assistance or could pay it off in payments since I am the only one working in my household due to my husband losing his job recently and a medical insurance issue where I have to pay an unexpected $500 a month to continue with health insurance. I just could not afford to pay that amount at this time. I was informed I could and to simply call the finance department. I also asked about my consistent and budget bill plan I was currently on in which I pay a fixed amount on a monthly basis. The staff reassured me that this would not change and simply pass over to my new account. Later, I received my APS bill in the mail so I called the number I was provided [protected]. I attempted to call that number for several days and just could not get thru, the wait time was over 30 minutes every time! I then received a letter from APS stating my account would go into collections if not paid and to contact [protected] for financial assistance. Again I attempted to call this number and waited on the line for at least half an hour before I finally got thru. Once I did, I received one of the worst customer experiences I have ever received. The staffs name was Tom and throughout our 53 minute conversation he was rude, disrespectful and unprofessional even interrupted me while speaking after he asked a question! I finally had enough and informed him I did not appreciate the manner in which he was talking to me and the animosity. After that he pretty much said he could not help me in any way shape or form so I asked to speak to a supervisor. He then told me he would ask the supervisor to see if I could do some sort of payment plan and was put on hold for about 15 minutes. When he got back on the line he said they couldn't do anything about the payment issue and that I would just have to pay it. I asked for the supervisors name and he was very hesitant to give it to me, after telling him I had the right as a customer to know, he hesitantly provided me her name, Elizabeth. At this point I was late to work due to the call lasting for an hour yet not getting the issue resolved. I am beyond unsatisfied with the customer service in the finance department. I have been a loyal and consistent APS customer for years and have never had an issue with my APS bill. Unfortunately this financial crisis I am currently experiencing has affected my family as a whole. I am asking as long term loyal customer for a resolution to get some sort of crisis assistance with this bill and issue with the unacceptable customer service experience.

Thank you,

Brenda Lara
Phone: [protected]
Address: 10252 E 37th PL
Yuma, AZ 85365
Email: [protected]@gmail.com

For 2 summers in a row, a tenant in the building in the back of the property keeps putting my apt # on their paperwork when they sign up for electricity. I have come home to no working electricity, 3 very overheated animals and left wondering what has happened. It took my apartment manager has had to get involved on both occasions in order to prove that I live there because my name was taken off the account without any notice.
2nd part...in the midst of all of this chaos, my bill was all over the place with them trying to figure out who to bill for electricity. Because of this, my bill was late so aps tacked on a deposit amount of $250...in the middle of summer! After calling channel 3 to help me out, I received a call from aps letting me know they would lower my deposit to $100. Ok fine.
Next month they charged me for it again. I live in an 850sq ft apartment and my bill is close to $500. This should be illegal.

I'd like to start with the fact that I've been renting to a Ms Margarita Marrero for the past 11 months. She apparently has racked up quite the utility bill and from what I understand, has tried to reconnect services at my address since her move out date (only 24 hours ago). So, Yesterday Ms Marrero moved out and I've been trying to turn on services in my name at 5554 w Northview ave so that I can clean, paint, repair damages and show the how to new tenants. I was told yesterday (9/10) I needed proof of ownership- which I provided from my mortgage company. That's wasn't good enough. I then sent in the tenants personal 30 day notice, along with TWO LEGAL documents; one was 10 days to vacate and the other was notice to quite lease, again, both legal documents provided to me by THE STATE OF ARIZONA. Raquel (ext 836843) said THAT WASNT GOOD ENOUGH! She stated it looked like my documents were forged and She felt I was attempting to turn on services for Ms Marrero. Her words with a a subtle laugh "im sorry but the signatures don't look the same and I'm not comfortable connecting services." I was in tears. She in so many words had now called me a liar, a fraud and a theft!
I have now sent my notice to vacate, notice to quit lease, AND PROOF OF OWNERSHIP! My house has been listed on the renters market since 8/10, which I told Raquel, and she still called me a liar! She literally made me BEGGGG to speak to someone who would believe me. It wasn't until I said I was going to contact the Phoenix PD non emergency line and file a complaint, that Raquel put me on hold for 9 min, and came back to tell me she'd reconnect my services because she "felt bad" at this point I couldn't even speak to her anymore and requested someone else which took another 6 min on hold.
This woman put me through hell! I have NEVER been treated so poorly. What right does any associate at this power company have to tell someone they refuse to turn on ELECTRICITY at a home. REFUSE! I have now gathered the information to supena our phone call from aps care department on central, will be filing a complaint AND involving the Phoenix department, as I'm pretty sure denying someone in my situation, electricity, ISNT LEGAL!

Account [protected]. My property is has been vacant since April 2018, yet my bills are off the roof. For example my my July bill was 370 and my August bill was 470. How do you explain this type of consumption in a vacant property?. My thermostat is set at 85 degree. Are you reading the meter or just making up numbers? Your customer service has no valid answers for me.
I am not provided my hourly usage in the past, or even now, there is no way for me to verify my bill without this info. I live in Chicago and the electric company here has an app for monitoring your daily usage… no such option with APS.

I received a quote to sell my home to open door, I did not accepted their offer and thought that was it, I then discovered that aps allowed open door to change the services into their name with out any contract of sale. when I contact aps to ask why they let them change billing name on an account that I had with them from 2005 they told me that any one can make changes on your account with out your consent and that they would change it back but now wanted two month deposit due to my services being turned off explained again that I did not turn off open door did and they let them, said it did not matter and would need a deposit of two months highest bill at my home . aps allows people to turn your account off because they can then get deposit and hold 1000 for a year making interested off their customers any one else would be prosecuted for fraud but not aps they can do what ever they want to you and do not care one bit about their customers, If I could use srp I would
never been so angry in all my life . made complaint to federal trade as well, If you are buying or renting home make sure you have srp and not aps worst ever

After changing my payment date to the 9th from the 26th because of change in retirement payment, I signed up for auto pay and verified it by phone last month. You have not taken payment this month and when I called today the gal said I was not on auto pay and I was cut off while transferring to verify or re establishing auto pay. It takes 20 min. to get to my account because it makes me reset my password every time and will NOT accept several attempts to pay my bill or reset auto pay. You have the wrong phone # for me and you will not send E:mail verification. Please respond for your arrogance or your ignorance concerning my account. Thank you, Robert Babbit

Account [protected]

Since the change of service plan and your rate increase my monthly bill has increased over 25% not the single digit that was advertised. In reviewing the bill from last year to this on the generation of electricity (both on-peak and off-peal combined) my monthly bill on those items along has increased $50 to over $75 per month. Much more than the percent stated.

i am not provided my hourly usage in the past, or even now, since i had a new meter installed. there is no way for me to verify my bill without this info.

my meter is not understandable, and aps provides no explanation of the 12 fields, as they are different from the 9 fields for the meter they show online.

i cant pick the right plan without knowing my hourly usage. it should be a crime to bill people without giving them an accurate accounting and explanation of the plan.

My total July 2018 bill was $150.45, the highest it has ever been in July since I moved to Arizona in winter 2012. Please note that I also installed solar power in July 2013 for which I pay monthly. So, I benefit from that investment by lower monthly usage purchased from APS.

Comparing my July 2017 bill of $76.68 with my July 2018 of $150.45, my 2018 bill was nearly double. Signing into my account, APS provided data that showed my electricity usage for July 2018 was below that of July 2017 and the temperatures for similar period two degrees lower than in 2018. So, whats' up? No further explanation. I know there was a rate hike in august 2017 but not enough to DOUBLE my bill!

The July 2018 vs July 2017 use comparisons revealed the following significant differences

Delivery Service Charge for 2018 ($47.94) vs 2017 ($11.21) or $36.73
System Benefits Charge for 2108 ($4.25) vs 2017 ($1.23) or $3.02
Power Supply Adjustment for 2018 ($7.01) vs 2017 (-$0.56) or $7.57
Federal Transmission and ancillary services 2018 ($16.87) vs 2017($2.16) or $14.71
Generation of off-peak elec 2018($35.62) vs 2017 ($27.54) or $8.08
Finally, virtually all other categories of charges were up slightly, as well. Approximate Total increase: $70.11

I tried to email APS customer service for an explanation but after a good 20 minutes trying to see how that is done, it became evident that it can't be done.

I am lucky in that I can afford to weather these increases. Many, many users can't. And, in the face of lower usage and cooler temperatures from 2018 vs 2017, I do not agree with how APS is able to pile on so many extra charges with impunity.