Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
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.Initial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i decided to put solar on my house and had a current plan with srp. Once my solar went online they took it upon themselves to change my plan and make it much harder for me to save money with my solar. I went from peak hours of 3 to 7 daily to 5-9 am and 5-9 pm daily during the months of Novermber to april. and peak hours May to October of 2pm to 8 pm. They should not be allowed to automatically change my plan without my approval. They call it the SRP Customer Generation Average Demand Price Plan. I am providing them power to resell and they stick it to me like this this is fraudulent and shameful.Business response
01/18/2024
Hello, Consumer Affairs will plan to reach out to ****************** directly regarding this matter. It appears the solar application (filled out by ****************** or his solar provider) shows the generation price plan selected as the desired plan. Consumer Affairs will reach out to the appropriate groups for the documentation and contact ****************** early next week. Thank you!Initial Complaint
12/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The power goes out all the **** time, Im sick of it.Business response
12/21/2023
Please provide a valid address or account number, so that Consumer Affairs may research this matter further. No account record could be found with the name, phone number or email provided in the BBB complaint. The customer can also call ************ to speak to an Ombudsman about the concerns. Thank You.Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm deeply troubled by the sharing of my nonpublic information with credit bureaus, leading to inaccuracies in my report. This has caused immense financial and emotional distress. Under 15 USC **** Section 602, I have the right to privacy. Additionally, 15 USC **** Section 604 A Section 2 prohibits furnishing accounts without my written instructions. Moreover, under 15 USC **** B, late treatment of payments on my account is prohibited.Please rectify these inaccuracies promptly to alleviate the distress caused. My account number is ****************. I trust you'll address this matter in accordance with the law and ensure accurate reporting going forward.Business response
12/18/2023
Consumer Affairs has emailed the customer requesting additional information. Thank you.Initial Complaint
11/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was approved for ****** through DES Emergency Assistance. When money was received by SRP the complete balance was not paid. a portion of 300 $ went to balance and another 300 and something went to credit on the SRP box. still leaving the balance of 300 and something dollars. I was told by DES that the balance was to be paid in full first before applying credit. I am now still stuck with the SRP box struggling to keep power on. I would like this looked into as i feel funds were applied inappropriately and not by policy.Business response
11/28/2023
Consumer Affairs has reached out to this customer directly to provide an explanation of how funds were disbursed and offer options.
Initial Complaint
09/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We lived at ********************************************************************, *********************** and *************************. I secured an apartment and have SRP in my name . Later ****** moved in with me. ****** called to get her final bill as she thought it went to an address where we had our mail forward to as we had secured a rental on ******* Ave however the home was vandalized. I then secured an apartment in my name and ***** secured his own place. ****** moved in with me later. I went to pay my bill and noticed a large amount for balance and come to find out someone transferred *********************** to my bill now. ********* in billing is rude and talks over you. She said ****** is deceased. ****** said I am not and I am on the phone with you. We both were on speaker. Anyway ********* said the bill has to be paid and I said that is fine but mail her bill to my address do not put it on my bill. I just had a bankruptcy and fighting cancer and do not need this stress. ****** never said I am not paying it. She called to get the bill mailed. ********* said I did a property search and you both lived together and we still do I told her. We are not married. ***** is her son. The solution I want is for *********************** to be mailed to my address and she will pay that separately and keep my bill with my current charges. ********* was acting like ****** was trying to skip on the bill. ****** also call ************************ and that final bill was mailed to ******* where we secured property but like I said home was vandalized. ********* said read out credit policy on line. I was confused as to why would I do that. Again it was just transferred to me . ****** is a roommate we are not married and she is most certainly not deceased.Business response
09/20/2023
Consumer Affairs will reach out to this customer directly regarding the balance transfer complaint. Thank you !Customer response
09/20/2023
I tried to talk to mgmt at srp to correct this and she was rude and no solution. She acted just like *********. I want it taken off my bill and mail bill in ******* name to her. She called for final bill.Business response
10/17/2023
Consumer Affairs worked with *** to provide explanation and payment arrangements to her satisfaction and have closed this file. Thank you.Initial Complaint
07/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had two outages this past month on 7/4 and 7/20 respectively and wondered if our utility bill reflects this downtime as our bill has been on the high side? Also we have been on a program/s in to keep our bills reasonable though sometimes doesn't seem to be the case? We appreciate the utility service in working more caring towards this matter, thank you kindly!Business response
07/24/2023
Hello,
SRPs Consumer Affairs will review ************************* concern about the outages and the current program they are on and contact her with the results.
Thank you!
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a consultation with this business?
Request ConsultationCustomer Complaints Summary
40 total complaints in the last 3 years.
20 complaints closed in the last 12 months.