ComplaintsforSRP

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am in desperate need with help on my utilities with SRP since march of 2022 I have been in and out of the emergency room 4-5 times due to health issues in addition I was in the er on July 7th after a surgical procedure for suicide and mental health monitoring I have been in constant pain and I have no been able to work because of it. I have a medical condition and if my utilizes are shut off I may have to call 911 because I dont want to die in my home. I need help and I am in desperate need if they can work with me on my utility **** I would appreciate it but I desperately need help I dont know what to do at this point and I need help

  

  Business response

  08/05/2022

  This concern has been referred to an SRP Customer Resource Counselor, who will follow up with the customer today.
  

  Customer response

  08/08/2022

  
  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

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Never once received a Single **** no matter how many times i requested by phone paper **** for almost a year of service overcharged fees for late fees

  

  Business response

  06/23/2022

  Hello,

  I have connected with ************************* and will be researching her concerns. 

   

  Thank you,

  ***********************

  SRP Consumer Affairs 

  Customer response

  06/24/2022

  I have responded and been 24 hrs since i have heard back anything

  

  Business response

  07/07/2022

  Hello,

  
  Consumer Affairs tried calling Mariel on 6/22 but since her voice message wasnt setup, Consumer Affairs emailed her three different times and heard back from her on 6/23. On 7/6, Consumer Affairs emailed Mariel itemizing all her monthly SRP bills and transactions from when she turned on service on 11/30/20 thru when she turned off on 7/30/21. During this time, Mariel made one payment and called SRP three times in which she was made aware of her account balance.Consumer Affairs also emailed Mariel all the dates SRP emailed her monthly bills,disconnection, past due and courtesy reminders to the email ********************* which is the same email Mariel responded on 6/23. After researching ******* concerns, it was determined that SRP did email her monthly bills and talked to her on three different occasions before her account was sent to a collection agency on 8/26/21.

  
  Please let us know if anyone has any other questions.
  

  Thank you,

  Consumer Affairs

  

  Business response

  07/19/2022

  Good morning,

   

  Consumer Affairs finished researching ************************* concern and have provided her a final decision from our office. 

  Thank you, 

  ***********************

  SRP Consumer Affairs 

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 23rd 2022 SRP were scheduled to REPLACE an electric pole in the alley behind my house as it was deemed to be unsafe. Unfortunately SRP just added an additional pole moving the electric lines to the new pole and leaving *** and Century Link on the old pole. Im now left with the eyesore of the view of 2 electric poles from my back yard and increased shading on my solar panel array!I spent a month calling into SRP customer service with various promises to get back to me and to have this issue remedied but nothing happened. On April 21st I called SRP Consumer Affairs and they agreed this was not right and agreed to take this issue on. I was told it was taking about 30 days to have *** and Century Link to do their part.By June 1st nothing had happened and was told that *** and Century Link were still 30 days out each so it would be at least 60 days.At this time I dont have any confidence SRP will be able to remedy (they continually promise 30 days and continually fail to meet this timeline) despite recognizing this issue needs fixed. SRP Consumer Affairs while sympathetic to the issue seem to have limiter leverage with *** and Century Link and have not remedied the issue to my satisfaction.

  

  Business response

  06/27/2022

  Consumer Affairs has emailed ************ directly regarding this ongoing complaint. As a customer service gesture, ********************** has reached out to both *** and Century Link (CL) and asked them to move their facilities to the new pole. To date, *** has done this but CL still has not.  The old pole is not owned by SRP, it is owned by CL and therefore will be CL's responsibility to remove once they have relocated their facilities. Thank you

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe someone is stealing my electricity. Three days ago my daily electricity ** doubled from usage of 12 dollars a day to 22. Nothing has changed. SRP will not send somebody to check this out. Going forward my **** will be 600 or twice what I normally pay. Obviously something is wrong but they wont listen

  

  Business response

  06/12/2022

  Consumer Affairs is reviewing ****************** account and will reach out directly to her regarding this issue.  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've contacted the SRP ****************** on 9 occasions trying to get a compromise from this ***************** For the month of April, my electricity went out 4 times. Once to unknown causes, once because the meter girl was replacing an electronic device on the meter. A SECOND time to the same meter because the original device was not transmitting and lastly, while I was on the phone with the ******************, which is curious enough that I can only reasonably describe this as being retaliation. As a result of these unexpected outages, I have received damages in the amount of $540 the latest appraisal of the computer that was not able to recover from these 4 outages. My argument is that their employee(s) made no attempt to contact me to let me know that my electric was going to be shut down. Damages ensued.

  

  Business response

  05/16/2022

  Consumer Affairs has previously researched this matter for **************** and corresponded with him several times since 3/15/22 to answer his questions, provide information, and give him the option to file a claim if he is seeking compensation for damages. If **************** has additional questions, he is welcome to contact Consumer Affairs at ************. Thank you.

  Customer response

  05/16/2022

   We both have agreed that we have corresponded. WE both agree that the electricity has been cut unfairly on several occasions. Unfortunately, they refuse to reimburse me for the DAMAGE that was done because of their negligence. This is a straight forward issue.

  

  Business response

  05/20/2022

  Consumer Affairs has explained to **************** that SRP ****** Services is the appropriate department within SRP to review claims against SRP, and has also provided him with the phone number and email address to do so.  For whatever reason, **************** has chosen not to pursue that option but still demands compensation to resolve this matter.  In an effort to assist him further, on 5/20/22, Consumer Affairs contacted SRP ****** Services on ******************** behalf to initiate the claims process.  **************** has been provided a claim number and the name and contact information for the assigned ****** Analyst.  However, **************** will need to follow through with completing and submitting the necessary paperwork for his claim to be reviewed.  If he has any additional questions or concerns, **************** is welcome to call Consumer Affairs at ************.  Thank you.

  Customer response

  05/25/2022

   What do you expect from a company that causes damage and then doesn't want to pay for it? Do you expect them to OWN UP to their mistakes that hurt other people or do you expect a metaphorical HIT AND RUN? Well, I guess you can guess, this is a hit and run because I've been up front and explained to "****" on several occasions of the damages that I've suffered as a DIRECT RESULT OF SRP's NEGLIGENCE and somehow, she still has a job because she can deflect this blame on the actual victims. Did you hear about that ******* official that cited people for complaining about unlicensed plumbers? Well that's "****" except somehow, I'm convinced that she is fully endorsed by her organization to act this way and if it wasn't a major utility, she would be in PRISON. Better Business Bureau, please keep this documentation available to me as I expect to use it the the *********************** in the near future.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Without my knowledge of any requested electricity place in their name and address he is not the owner does not have a lease agreement and has lived here the whole time and spending my name he's never been a time in a year he transferred the trustee my wife has stage 4 cancer he's threat to pull the plug on electricity for us she needs oxygen and nebulizer and he's air he is a civil and liar as RP gave him all the information about my account including my passcode and this is wrong I'll be here for another 2 weeks and it should be in my name I never have to get removed from my name I am the tenant and I've been in my name this electricity has been in my name almost and this is wrong I'll be here for another 2 weeks and it should be in my name I never have to get removed from my name I am the tenant and I've been in my name this electricity has been in my name almost a year

  

  Business response

  03/16/2022

  It appears ********************** has had extensive contact with SRP's call center and ****** Services regarding the large balance owed and living situation here, which is largely a private matter between ********************** and the tenant that holds the legal lease at the home at this address. As of 3/9, ********************** is no longer the SRP account holder here. If ********************** has further questions regarding his account, which is now closed, he is welcome to contact Consumer Affairs ************. Thank you

• Initial Complaint

  12/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having difficulty paying my **** with srp every summer the hike the **** up and threaten to shut off my power but this year has been exceptionally difficult. I called and got an extension but I can't simply pay 300-dollar spr 200 dollars a month I need time to get the balance current. They keep threatening me and telling me my only option is M power but that won't work for me because there are times, I dont have money so I can't constantly worry about putting money on to an account and it really doesn't save you money. But they need to work with me on payments I will ***** make payments but they can't continue to threaten me with empower I already have a difficult time keep track of my bills as it is and they keep stressing me out with this if they put me on m power I will have to keep track of that plus the past due **** and I cannot do that they are putting a strain on me when I already have enough on my plate right now

  

  Business response

  01/03/2022

  Consumer Affairs has reached out to this customer but has not yet heard back from her.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My property line borders a parcel of land that was annexed by SRP a long time ago. I moved in a little over 3 years ago and there was very little growth of weeds, trees and bushes. As of today there is an excessive amount of over-growth and is becoming a fire hazard. I have gone through the Attorney General, Pinal County compliance department as well as the ***** of *********** and contacted *******************. SRP was advised by Pinal County to have the area cleaned up by the end of last week and they have not even been out there to see what they need in order to clean up all the overgrowth that is encroaching onto my property causing issues with mosquitos, snakes, etc...

  

  Business response

  12/06/2021

  To whom it *** concern,

   

  The BBB complaint would not permit for a response to Mr. ********* complaint so here is the official response from ********************** Consumer Affairs:

   

   

  On September 30, 2021, the ** ********************** (ACC) forwarded a complaint from ******************** to ********************** Consumer Affairs on this matter.  After requesting information from various ********************** departments, on November 12, 2021, Consumer Affairs ******************** advising ********************** will not clear its parcel for reasons previously shared with him. However, Consumer Affairs shared if ******************** wished to look into ways to mitigate flooding on his property that he *** want to contact Pinal County Flood Control District. Here is a link to Frequently Asked ******************** Word - Frequently Asked Questions.docx (pinalcountyaz.gov) When ******************** responded that he was not satisfied with **********************s position, he was offered a hearing.  Here are excerpts from Consumer Affairs email response to ******************** on November 16, 2021: I have an option for you. ********************** Consumer Affairs is designed to have an ombudsman investigate customer complaints then render a decision. However, if a customer is not satisfied with the outcome, the next step in the process is for the customer to attend a hearing. This is because ********************** is not an investor-owned utility and thus, disputes involving electric and water services are not under the jurisdiction of the ******* **********************. Hearings are informal and are scheduled for 1 hour, and held Monday-Friday between the hours of 9:00 a.m. and 2:30 p.m. At the hearing, you would be invited to explain your position and present any documentation to **********************'s hearing officer. ********************** employees who are involved in the complaint will also be in attendance to address any questions that *** arise. After the hearing, it *** be necessary for the hearing officer to conduct additional research, but a decision will be made as soon as possible and is considered **********************s final determination on the disputed matter. Currently, hearings are being conducted virtually and to date, ******************** has not advised Consumer Affairs if he wants to partake in a hearing. 

*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. ↩