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Complaint Details
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Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 I was told that it was hot out and and that all my appliances were suddenly outdated and needed to be replaced.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
08/15/2024
SRP Consumer Affairs (**) will contact the customer in an effort to resolve her billing concern.Initial Complaint
07/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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.Initial Complaint
07/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Is there a reason that SRP cannot fix the problem with all the power shortages we are having!?!?They always indicate storm activity! What storm activity?!? The 1 mile wind that occasionally blows!I and my neighbors have been dealing with this problem for about 3 years! Ever since they started with the light rail and building the new homes in ******! Its obvious we got the short end of the stick!All we want is for them to fix the issue! Every time the wind blows, I have to hold my breathe because I know the power will go out!I would look up my account no., but guess what!? The ********************** is out again!Business response
07/29/2024
Consumer Affairs is reaching out to the customer offering assistance with outage concerns. Consumer Affairs can be reached directly at ************.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,
*************************
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40 total complaints in the last 3 years.
20 complaints closed in the last 12 months.