APS Customer Service

Today on May 21, Saturday morning I woke up to find that the APS Nest Thermastat was low on battery. I called APS cusomer service and was told that the office that handles the Nest Thermostat is closed till Monday.
This is definitely an inconvenience especially with the heat.
There should be a individual or individuals for service on the weekends to provide immediate assistance.
Very unhappy and disappointed .
Evelyn Vazquez

Haven't received my monthly billing. Can't reach anyone to find out office hours. 0 communications! Hours listed on the internet are just a JOKE!

I saw your building flashing the lbgq+p colors on the building on 5th street! I find this highly offenses how dare you flash those colors in a time of crisis!! There is enough division and you choose to display the gay ppl who are involved with blm and Antifa who are calling for the death of our police officers! And have damaged property there the millions! Not to say ppl's small business! Oh no that's okay bc why?? You know these groups are Marx's right! Your a piece of crap and you need to be thrown out of Az!!!

We have lost our power twice tonight and 3 times during the Pandemic in our area. What's the explanation and why is this happening?

Cannot access the APS website from Germany, where we live most of the time. Trying to get info on the bill at our (rented) apartment in Scottsdale. Am now on hold (again) on the phone -- international call. Would be great if you'd let us access the website from outside the US. Or answer the phone.

Been without power for 12 hrs now, everything in refrigerator and 2 freezers are now bad. They keep changing the estimated repair time about every couple of hrs. You have cost me hundreds of dollars so far. Not happy with your service, it sucks!

You duck you took out 2 payments this month. Thanks for putting me in the red.better refund my 137.30 since my regular payment went to another account.you made amy payment of 12.70. and put that back on my account.and I paid 140.25 then you took out the 137.30. I want my account straightened out now

Worst service ever trying to reach anyone on the phone. Tried 2 call backs and the system is messed up. Tried 3 times wating on hold for over 30 minutes. So frustrating. What a world we live in now.

Set up a monthly amount so I can pay automatically. I've been here for over a year you should be able to figure that. And how the hell do I get to a real person. ??? I don't have a password or username name. Who are you hiding from?

I have had no power for 2 days and can't get a single person on the phone to correct the problem! This is outrageously unfair to your customers! I plan on filing legal action against your company because this is rediculous and effecting my family! Your company needs to be more professional!

APS is terrible!!! No excuse for a company with a CEO being paid over a million dollars a year to be run this poorly. Impossible to get through to customer service. Recording said 5-8 minutes--it's been over 20 minutes & I'm still waiting. And the call is about screw ups by APS!!! They get away with this because they are a monopoly. If I had a choice, I'd swith companies in a heartbeat.

Terrible customer care. You told me you would call me back in 4 to 6 ministers. One hour later still no call. Phoned back in and currently waiting for customer help...was to be 5 to 7 minutes wait time...15 minutes later I'm still awaiting you to take my call!!!!!!!!!!!!!!!!!!!!!!

Your system sucks. Worst system ever. I have not received any bill in the mail. I have been waiting on it to make payment since it needs an account #. I dont just know this # by memory. Now I got a door hanger to shut off service and can't make a payment because I don't have a account #. The fact you don't have 24/7 phone assistance with a real person, not a robot on the weekends is extremely difficult and makes no sense. Im pissed.in irritated , annoyed . you need 24/7 phone assistance with REAL people

It is so hard to get ahold of anyone. System sucks. Listen to the people. It's like talking to Dems. Not people friendly. I'm putting my feelings on FB . It's like idiots run this company.

Why Can't You Give Customer Service And Not Just Keep Me Talking To A Robot!!!?

Power out at Pasquinelli's farm shop and nursery. North of Food Bank in Yuma.

Why is it so difficult to get in touch with a human! It is summer time in Phoenix and you shut off customers power TWO days before the bill is due, no cut off notice or email was ever sent!! I have three kittens in the house that just had surgery yesterday and they are cooking in the heat. I have been on hold for 15 minutes. What idiot took over APS and ruined customer service. There was a time that you could talk to a human rather quickly for assistance. When someone needs immediate assistance, the last thing we need is a dysfunctional website to take you to links to read!! APS garbage customer service

Gentlemen,



I just paid a nominal $73.53 in cash for my electric bill. To do so required my traveling almost 100 miles to the Walmart in Surprise.



The event promoting this interesting trip was your automated billing system which performs a retrospective 12 month scan periodically searching faulty payments which when sensed automatically removes the errant customer from AutoPay and generates a form letter to the affected customer. You know the drill to return to the good graces of APS; payment in cash or certified check or by credit card with an added fee - personal checks are not acceptable.



You control the generation and distribution of an essential and unique commodity which can only be replaced by an individual at great expense in terms of a large motor generator or an extensive solar farm.



Now then, I can hardly wait for the next opportunity to be thrown out of your agency's utility monopoly by a goddamn computer system. Demanding the errant customer travel great distances to pay cash or be charged a fee or, worse yet, to have to pay a fine to return to your good graces is extortion.



May I recommend you review and remedy the idiosyncratic automated billing system's hunt and pounce cheater detection sub-routine. The fix would be a simple test to check for satisfied billings subsequent to the discrepancies.

May I also recommend you designate a representative in Wickenburg to handle to occasional cash tithe your system demands of people not living in beautiful downtown Phoenix and suburbs.



Regards,

I told your employee last time when i made a payment that there was fraud in my account twice now! Now you want me to pay cash or moneyorder because your employees are messing up. That is bull crap.! I want my ex wifes name taken off the bill ! I am getting married again in three months. If you can not do it close this account and start up a new one.

When scheduling the start of my residential service, I had three people look at the APS rates. One was a writer/editor, another an engineer and the third a banker. Not one of them could rationalize the APS rate plans or pick one that looked the best. APS doesn't give out their peak and off peak hour rates. So I contacted a relative in Arizona with hope they could provide guidance and was told no one there knows what the hell they mean. So I was left with closing my eyes and going the eenie-meenie-minie-mo route. P.S. Don't try sending them a complaint via email. APS doesn't provide that information either. You have to call them and they don't seem to care what you think. How convenient.

I have talked to customer support three times over the last six weeks. The issue has not been resolved. APS replaced a pole and left the old one on the side of our road in a residential area. The new pole . I talked to an APS crew on Wednesday 3/14/08. They were replacing a pole down the street from the other one. The man said he would remove the old pole on his way out. Never happened!! APS does not give a xx about communities. Its all about revenue. What a bunch of lying dishonest people. Wish we could all go off the grid.

So I was charged a fee for paying my bill late but mind you my electricity has never been turned off and to my suprise I was charged a 400.00 and something fee that I could not afford do they had to brake up the payments in three and I felt like I was obligated or else my Electric's would be turned of and if you look at my history I always paid late but I made sure I paid and never had a problem or extra charge and I've done this cause I was told their was a grace period ...Please review $$

I am a new customer and just moved in new apartment I received my first bill not to long ago 275.00 250 deposit and 25 bill today I received shut off notice for Monday I am on section 8 housing I was a homeless vet not working because of a medical problem I was told you can break deposit payment monthly so today when I called and tryed to have a few extra days because I have an appointment Monday for electric voucher for my bill and deposit they said no it's being shut off Monday I told her I could lose my apartment if electric is turned off she said sorry I wish I had a choice to use another company

I have 100% solar. I make more electricity than I use in a year. In December 2017 APS owed me $41. This month I get a bill for $69.39 which is the amount you charge me for the electricity I used in January minus the $41.00. Since I make more electricity than I use, I should only be charged the ridiculous "connection fee," you charge each month. If we settle up at the end of the year then we should BOTH settle up then. By charging me in the first two or three months of the new year, you get to use MY MONEY FOR 11 months without paying me an interest fee. That is stealing money from me. You already charge me the unwarranted "connection fee" each month for doing nothing but using your computers to calculate the fee. I will be contacting SunRun Solar regarding this questionable charging practice and exploring my legal options. In addition, I waited on the phone for over 40 minutes to talk to a human being and the "right person" NEVER PICKED UP THE PHONE. AND YOU WONDER WHY YOUR CUSTOMERS HATE YOU? I TRIED TO SEND YOU AN EMAIL ON YOUR FORM AND IT KEPT TELLING ME TO "ENTER THE NUMBER YOU SEE IN THE IMAGE," AND THERE IS NO IMAGE. THEREFORE, YOU ARE TOTALLY UNREACHABLE BY PHONE OR EMAIL. YOUR OFFER POTENTIALLY ILLEGAL BILLING PRACTICES, DO NOT ANSWER YOUR CUSTOMER SERVICES PHONE, AND HAVE AN UNUSABLE EMAIL SYSTEM. COULD YOU GET WORSE?

Please Put Your Telephone Number In A Very Visable Location On Your Website !!! It Took Me 15 Minutes To Locate Your Phone Number!!!

July, 17, 2023 Just had APS crew working on a new transformer and cable on Bell Rock Blvd. in the village. The crew was great very efficient. Scott who work on our problem was as good as they get.

Thanks Scott and APS for making what could have been a difficult situation, tolerable

The crew / crews that came out between 3 North and 4 North on Road 1 West were fast and professional. Thankful for great workers.

Hi,
We wanted to send a quick note to say how much we appreciate the employees of APS.
In particular, we'd like to thank a gentleman named Todd. He came to our home today after we called about a tree limb that fell on our power line. We returned home yesterday after being gone for a week and we discovered what we think was storm damage.
We didn't know what to do. Todd was very professional, he was helpful and most importantly, he expressed concern about our well being. He quickly took care of everything & we are so relieved. We wanted to be sure to thank Todd for going the extra mile.
We appreciate it so much.

I moved to Arizona from across the US, I hated my previous utility company. APS has been nothing but professional and pleasant to work with.

My power went out last night from equipment failure.the crews were there promptly,they were polite and they were well trained/well equipped &took care of business quickly. Thanks for preparing your response teams so well so please give them all a raise as they obviously have worked hard. Good job guys and thank you

Excellent customer service. Dudn't have to wait for answer and rep did above and beyond helping me

Okay, heres the issue, APS is cancelling its pay as you go programs in Arizona for what ever reason and if it is because people have complained that their service is being cut off without them knowing about it, well thats maybe their fault not APS challenge. If you didnt sign up to revieve text messages to tell you how much you were using daily then that is your fault. You can have APS text you how much you are using or the total amount that you have left on your account until the power is no longer going to be on, that way you can make the arrangement to put more money onto your account, But dont make others suffer just because you didnt sign up to get text messages on a daily basis. I dont think that APS should be cancelling its pilot program just because people are complaining for what ever reason. If they dont like the pay as you go plan then simply switch plans back to monthly but ruin it for the rest of us who know how to use this plan and thinks its great. If this program stays which i hope it does then it will be offered to the customer only upon request and then the Resrsentative can explain the details of the programs and then strongly urge the customer to get daily texts of their usage so they know where their at money wise left on the account. They must also get an account online to see what details they may need concerning their account and then make the proper adjustments then. This is a program that is a success for the people who really want it, but then again is only offered upon request, so the customer has to ask about it, not the Representative. Please reconcider the cancelling of this program in Arizona because its a good one, people just need to know how to use it and offer a video so that people can see how to use and make the best of their new pay as you go plan, this way theres no confusion on how it works and then if there is, have them call the company to have it better explained to them if they have any questions.
Sincerly,
Concerned

Wow - Excellent service and simple transfer of service to new residence. Thanks, APS!

High praise for employee Raul Romero! He listened to my request for a street light repair, immediately looked into the problem and is getting it resolved. Mr. Romero was polite, kind and very understanding of my concerns. He should be commended for his professionalism and courtesy. Thank you.

Absolutely terrific. Phone call asked to leave call back number, call back to be within 9-15 minutes, call back was made in 11 minutes. Person was professional,pleasant and courteous, was forwarded to another area which was again extremely professional in verifying that there was no neighborhood issue and then proceeded to let me know he would forward information to dispatcher. Within an hour a service person was at our front door. This gentleman ( Scott Cars) was remarkable he checked out the transformer 1st, again checked to see if there had been any neighborhood work done, proceeded to explain what the issue could be and extended his inspection to attempt to verify the problem and correct the issue explaining that if he could not find the source initally that I would have to contact our own electrican, but at the very least he could identify the general location of the problem so that our electricans could have guidelines if required. In either event he appeared to correct the issue. I can not say enough positive about this person. Scott Cars is truly a credit to your organization and certainly a remarkable asset. Again thanks fror all your concerns and professional help.