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Complaint Details
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Initial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
about 4 years ago I started looking into solar power for my house. when looking at the solar " plans" SRP offers , The one that fit my likely situation had a " demand charge" associated with it. I asked how this worked, and was told " the demand charge comes into play if you run multiple high energy appliances , such as the oven and the ac unit, or two ac units" they further suggested running heavy use appliances outside the peak use time and I would be fine . I installed the solar, and have seen very little savings due to the demand charge. SRP has changed my plan a few times, to no resolve. It was suggested at year end 2023 that I set timers on my heaters, water heater, pool pump , spa heater to avoid their running during the peak periods. I did this per their specification. The demand charge is still significant. I called SRP seeking to speak with leadership. I was told to send an email on the website. They did not respond. I requested to be heard at their board meeting. NO response. I spoke with the solar department, asked for a manager or above to call yesterday. They didn't call. Im seeking an investigation into SRP, the demand charge, their billing on my account, their metering on my house, and resolution. They will not even talk about the above.
Business response
05/08/2024
To whom it may concern,
My name is ********, and I am an Ombudsman with the *************************** at SRP. We have received the complaint you forwarded from *********************** and will contact the customer directly to further assist.
Thank you.
Best,
********
Consumer Affairs | Senior Ombudsman
Office: *************
************************************
Have a great day!Initial Complaint
04/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I previously had a bill that was sent to collection in February, which I promptly paid once I found out the bill and paid it on 3/12/2024. While reviewing my credit score I noticed the bill was sent to collection on 4/22/2024 and reported as not paid. I called SRP and they mentioned that they is nothing they can do about it. I also called the collection agency who told me they were never informed after the bill is paid. The bill was paid over a month ago, I did my due diligence to pay the bill once I found about it and SRP did not notify the collection agency to stop collection which led to it being reported to my credit report lowering my credit score. I am seeking assistance in having the incorrect collection report removed from my credit report and ensuring that my credit history accurately reflects the payment made for the aforementioned bill.Business response
04/26/2024
Hello, Consumer Affairs contacted SRPs ***************** and are working on correcting the customer concern. Consumer Affairs has informed the customer of this and that it could take ***** days. The customer appreciates Consumer Affairs help.
Thanks,
Ralph
Initial Complaint
03/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Srp charged me a returned payment fee after I made a payment also SRP turned off my electric off after payment was made and did not credit payment to my account and put it toward returned payment after I called and discussed the account. I have spoken with my bank and my account never had a returned payment. I would like to have this issue corrected asap and my account back in good standing as I have never owed SRP or had a returned paymentBusiness response
03/18/2024
Consumer Affairs worked directly with the customer to reach a satisfactory resolution to this issue. Thank you.Customer response
03/18/2024
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
02/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
SRP is trying to illegally charge customers through problems with their website. Their website did not properly process my payment that I made on January 15, 2023. Now they are trying to charge me a $9 late fee that I do not owe plus double charging me for last month's bill.Business response
02/15/2024
Dear BBB,
Thank you for making us aware of the customer's concerns. Consumer Affairs at ********************** will research the matter and work directly with the customer to resolve this matter.
Regards,
********
Consumer Affairs | Senior Ombudsman
Office: **************
************************************
Have a great day!Initial Complaint
02/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a thermostat from SRP. I found a better price on Amazon within minutes of placing my order with SRP. SRP was closed at the time I placed my order. When I called the next morning to cancel my order, I was informed that I could not because it was more than hour past when I placed the order. It is their policy that I could not cancel the order. I was told I would have to return the item and pay for the return shipping. This can be settled by SRP canceling my order or paying the return shipping.Business response
02/14/2024
Consumer Affairs is in contact with the customer and working together in seeking a resolution.Initial Complaint
02/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
SRP website states a custom can enroll and unenroll in their budget billing program anytime online by logging into SRP account or using their SRP app and logging into my account. After logging how to "unenroll " cancel our budget billing program I called multiple times to SRP customer service. Very polite employees advised that the only way to cancel the ** program is to call in and I also got that confirmed by a supervisor. Very deceptive marketing of this program. We did enroll in budget billing online and even though it states it can be canceled thru customers online account ********************** call center employees informed me that it's not possible. My laptop and srp are all updated so that can not be the SRP response. If it can be canceled they should have a step by step process on their site how to. Instead they have this.. To unenroll, log in to My Account or call ********************** at **************.Business response
02/13/2024
Consumer Affairs spoke with ****************** and this matter has been resolved. We thank ****************** for bringing this to SRP's attention and will be making changes to the website verbiage ASAP. Thank you, SRP Consumer AffairsCustomer response
02/13/2024
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. Thank you SRP for reach out to me about the issue and how quickly it was resolved
Regards,
*************************
Initial Complaint
02/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company has added another customers outstanding bill to my account and is holding me liable for their bill.Business response
02/14/2024
Consumer Affairs has emailed the customer requesting additional information needed to research this issue. Thank you.Customer response
02/14/2024
The consumer is who sent me this bill and informed me by phone of these supposed Section that allows them to associate someone elses bill on yours making you responsible. This sounds illegal and highly unprofessional.Business response
02/15/2024
Consumer Affairs sent a second email to the customer today requesting additional information to research this further. Thank you.Initial Complaint
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am attempting to get my gas meter rotated closer to my home as I have an ongoing project that needs more space. I was told that this needs to go through the engineering department and would be contacted in two business days. I was not and asked to speak to a supervisor and told I would be contacted in two business days and again was not. Both times when I called back, they told me instead it would take **** business days. Being lied to is not acceptable. If I did this in my profession, I would be reprimanded. And I have contractors who I keep having to adjust my timeline and which is putting a strain on availability.Business response
02/07/2024
Hello,
Is ************** trying to resolve an issue with his ************ SRP provides electric power, but not gas. I'm not able to locate an account with the email or phone number, but please provide the address if this turns out to be an SRP power issue. Thank you, SRP Consumer Affairs
Customer response
02/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this was sent in error. I apologize as this was for the mistake as this should have been for Southwest gas.
Regards,
*************************
Customer response
02/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this was sent in error. I apologize as this was for the mistake as this should have been for Southwest gas.
Regards,
*************************
Initial Complaint
02/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My daughter was trying to transfer the SRP into her name. She spoke with a representative, they said they were unable to do so based on the amount due. So, I called to find out the reason. The only clear answer I received was it was because she resided in the residence. The customer service representative *********, made me feel discriminated against. She was unprofessional asking personal questions. So, I explained the situation that I was moving out, my oldest child was taking over all financial, she said she had to be on the lease of our house, in which she is. ********* proceeded to tell me that if its switch over my daughter would have to transfer the balance when my child has not signed any formal paper accept responsibility for the past due. ********* did not provide any solutions to help us. We found that empower would resolve the issue we are having. I feel personally attacked by her judgement. I did try to leave feedback & was denied doing so. I called back & spoke with another representative ****** in which helped resolve the situation.Business response
02/05/2024
Consumer Affairs will reach out directly to the customer to see if any additional help is needed with the account. Thank you, ********************** Consumer AffairsInitial Complaint
01/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account Name: ******************** Account Number: ****************Sincerely,***************************Business response
02/05/2024
Consumer Affairs has emailed the customer requesting additional information. Thank you.
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41 total complaints in the last 3 years.
18 complaints closed in the last 12 months.