Arizona Public Service Reviews

"Storm knocked down 30 power poles." More like APS hasn't done their job in 20 years. No A/C for 48 hours. Autoimmune disease shelter not an option. Lies from day one about my solar plan and what would be financial for me, they told me that the plan that gave them more of my hard earned money was better for me. Horrible customer service. Thiefs.

Can't keep the power on even though it's their ** job. And their 24/7 service is **. They are responsible for my fish dying. They say poles were knock down due to the storm, but the amount of poles going down sounds more like they weren't doing their jobs doing preventative maintenance and replacing them when they are supposed to.

For many years I have tracked my on and off peak usage. Recently, it has become more challenging because the APS website keeps changing. This month, I gave up and called tech support. The person told me that I did not need that info because my plan was not an off peak, on peak plan. Throughout my professional career, including many years at a Wall Street bank, my understanding was that customer needs are always met. That's particularly true when there is competition. APS doesn't have competition; it's the electric company I have to use. Thus, meeting the customer's needs doesn't matter. In this particular instance, the tech support person did not seem to know how to lead someone thru an online site. Manners.... They involved informing me what I don't need so don't ask for it.

It's hot, I went grocery shopping yesterday, now have an APS Outage. First they said they would have our power back on at 11:30, now 3:30pm. So, many people in Paulden AZ have no power and most people are above the age of 60! We have metal poles, and there isn't a worker anywhere in sight. From Chino Valley, to Drake Cement, not one APS truck, nor worker anywhere!

APS last year started sending communication about me having the opportunity to change plans to "save." I followed the instructions and did the change online as indicated. What they completely failed to mention is that by changing plans I was "de-attaching" my solar panels from my "new" plan. Given that, over the period of seven months I was giving APS my surplus of electric energy produced by the Tesla panels but I was never given credit for such electricity. Therefore, I have been paying hundreds of dollars on electricity that I was already generating. During these months, I was under the impression that maybe I was just using too much electricity until my bills started to be over $180 on months when I used to pay $16-$20. That is when I figured they took out automatically with no notice my solar panels from my "new savings Plans." Now it will take at least 7 days to get the credit back and only then I will have to call again in order for them to refund.

I first noticed as I stumbled onto this site by accident, that it was reviews from customers of APS. Having so much disgust for that company, I went to surf away but stopped when I saw that overall, APS was rated pretty high with more 5 stars than not. And I knew that couldn’t be right. After reading a lot of the reviews, I realized two things. 1. Every customer's review that I read, were very negative and only had 1 star since we are forced to pick a star before writing our horrible experience with APS. And the second thing I realized was that even though the 15 plus reviews I read were completely terrible as they trashed APS, but none were as foul and truly disgusting as my experience with this horrific excuse for a utilities provider that there’s ever been. Don’t ask me how I know this, I just do. Haha.

I have been trying for 3 days to pay my APS electric bill. Each day I receive the same message, "Site Maintenance". Is this an attempt by APS to charge me a late fee payment because of my inability to make a payment due to "site maintenance"? Worst utility ever. We need more accountability with regard to their inability to service utility accounts of those want to actually pay their bills. Bull Pucky.

APS has to be the worst company ever. At this point I honestly feel like I’m being robbed and bullied. My bill manages to continue to grow even in our “no a/c season”. My bill still continues to look like a summer bill and I live in an apartment!!! I’ve been forced in to payment agreements without my consent. The fact that I am forced to have to deal with this company is ** insane. I’ve never had this problem with SRP and I live in a house with ** insulation. My bill was less by more than half. On top of all this Bs if you walk through my complex APS pretty much puts their customers on blast by hanging their “shut off notices” on the entrance of their buildings (which has never happened to me) but it’s so ** up and disrespectful to those customers' privacy.

I was unable to change the payment date on line, when I wanted to submit my payment for Friday, January 24th (on Monday, January 20th.). I called the automated phone number and entered in my checking account information, and it said "payment processed." It NEVER gave me an option to schedule a different date or use today's date. This is such a blatant tactic to mislead the consumer, and extort money from them. Thank you, because now I will have like 6 other things bounce because of this.

The most greediest company ever. They cannot extend a payment by 1 day, they want to shut me off and the collect fees and reconnection service fees. They created a "payment plan without my permission" and expect me to pay per their schedule. I called to verify and was told since they were sued last year they put everyone on a payment plan?! Never communicated it to your customers until you call in to find out. They take huge deposits, and are the worst utility company I've HAD to use. I will soon be moving to a SRP area. Had them for many years, and they are fabulous. BEWARE OF APS and their methods of raking in extra money.

I have been an APS customer for years without a problem until end of summer 2018. That's when it all began and went to Hell in a Hand basket. They went from the equalizer program which worked well to the new "Budget Billing". My Bill went up by over $75 a month, and without warning. I was told that it would be better in the long run. For Who? Now the payment adjusts every three months, sometimes greatly. How is this supposed to be helpful? Or help with budgeting??!

I just recently moved to AZ and started service with APS. They have a $250 deposit which is added to the first months payment that is due. I paid my first bill which was $322 and they withdrew that amount two times. I called and they said that they cannot refund it back to my card, that they would have to send out a check that could take up to 54 days to be delivered. Are you kidding me? That is almost two months. By that time, I will have already paid two more months of electric to them. I am extremely disgusted by this and cannot believe a company that big cannot refund my account immediately or at least within 7-10 business days. It is very considerate of them to do right before the holidays.

As of 10/7/19 I had a $0.72 cents credit on my account. Then I received my new bill that was due 10/28/19 which was almost $60 more due to FEES!!! Where do they come up with is crap? Anyways I went online to request a payment arrangement due to the major increase. I ended up having to call and was told so many different scenarios as to why I was ineligible for an arrangement???.

APS Website Update Not Working Once Again. This past weekend I had an App on my Android and Tablet update via automatic updates. Went to the App at least 20 different time with my Smartphone and Tablet and could not access my account. After trying everything I know, I decided to try my laptop and had same results. The App or Website will not load. You can't even use the phone to report the problem as the voice-activated system doesn't recognize the verbiage "your website won't work, can you please connect me with someone to report it to?".

Seriously? Four power outages from June 2019 to mid September 2019. I no longer view the weather reports as a given percentage of a chance of rain but as a chance of a power outage. There is something wrong with this. My bill of course never goes down. Only the power. Okay, so I live in remote Walker, AZ. south of Prescott and can't believe the APS infrastructure is so bad up here. The slightest rain or thunder or lightning and it's out again. Conversations with APS people just garner an answer like "Sorry, I can't answer that." What am I paying for? We deserve better service as paying customers!!!

I moved out of the APS service area in Feb 2019. I was owed a refund of $472 and told the refund would be issued March 18. I waited and waited. April came around and I never received the check. I called APS and was told they’d treat it as a lost check, which consisted of them cancelling the check and mailing another. I waited and waited. May came around and I still had not received a check. I called AGAIN and was told they’d cancel the check and mail another. Now it’s June and... You guessed it! I still have not received a check!!!! I’m fed up of course. I know things sometimes get lost in the mail, but to get lost 3 times?! I’m not buying that AT ALL!

This is the worst company I have ever dealt with. I apparently had 2 late payments totally less than $3.00 and now they want a 250 deposit from me or they will turn off my electric. Are you kidding me?? I pay my bill every month. I'm not sure how I missed the $3 but this is ridiculous that they can turn my electric off over $3 buck! Is this true? If I pay only the electric bill and not the deposit they have the right to turn off my electric??

This evening I came home to no power, however I paid the bill. Called the company and was told they had added a new deposit. However that amount was not listed in my current bill. An additional 350.00 had to be paid before my service was restored. When I called the credit company that they insisted that they sent me the bill. That was not the case. I had the bill. I scanned it to them. There was nothing indicating that I need to pay this additional deposit. Their customer service is not up to par. It's a good thing that I have to file a complaint because they were really trying to do it again continuously at these deposits. I’ve been in this property for more than four years now and in the four years I’ve had to pay three separate deposit which makes no sense. They need to be stopped.

So I get an email saying my bill is 500.00 due in 2 weeks on top of what I had already paid. Why? Because they had been charging me for the wrong meter since I moved into my new place. I would not have known this unless I called in. They also had all my historical information erased. It magically came back when I called in. I still don't know what the graph is for. Is it for my supposed new meter? I asked for them to break it down for me by sending me an itemized bill explaining how 500.00 dollars in new charges is justified. They said they can't. So they made a huge mistake, and they can't even do me this service? I filed a report with the ACC. I wish I didn't have to deal with this ripoff company APS. It really sucks they have a monopoly over power here.

I hate this company and their annual outrageous increases. So glad to see they're finally being investigated and no surprise. They've bought a bunch of the money hungry lousy politicians off here in our great state. Last week after 25 years of being a great customers we came home from work to a dark house (Thank God it wasn't mid-summer, I have big dog and two cats) with no idea what could be happening? Checked fuses, etc... Turns out since they just decided to add a $500 deposit to our bill for being late (we usually pay these thieves in two pmts, never an issue before) they shut our electricity off for $60! We'd just paid them $800!

APS in the White Mountains of Arizona has been the biggest headache and hassle of my life. They expect certain documents provided prior to turning on your electric, yet they do not have a customer service location to present these documents. Everything is handled online or via text/e_mail. Then the ID is not legible enough through email. Or they need a lease with a start and end date, when in fact we own the property. Instead of having an office to submit these documents or actually lifting a finger and them going online to verify with the assessor's office which would take approx 2 minutes to verify who owns the property, they spend days texting back and forth saying our documents aren't sufficient enough to proceed.

When times are tough, SRP proposes a decrease. APS just continues to take advantage of their customers. This company sickens me. APS claims to assist seniors or individuals on low income and work with their customers. I do not know of their charitable contributions to society, only reviews and comments like mine. Inevitably, what goes around, comes around. Worst company ever.

I honestly do not know how they continue to get away with what they do! Members of their Board are paying a pretty penny to someone to continue being crooks. This is nothing other than a corporate mafia and the state turns a blind eye to it. Somehow your usage goes down and yet your bill goes up - seems a little janky to me? I have never had a company make my blood boil as badly as this one does. I can't wait to see the day their executives rot in prison for their absolute scrupulous practices. Why is it that SRP doesn't charge these astronomical fees and why in the heck does it cost $180+ in fees before I ever touch an bit of electricity? Do yourself a favor and avoid APS areas to live in. Can't wait to move out of it.

My mother had APS. Her bill was high and she couldn’t pay the full amount. My mother was on a fixed income and struggled during the summer months to pay this outrageous bill. When she wasn’t answering her phone or emails we sent out the sheriff to her home for a wellness check on her. The sheriff had found her deceased. The coroner told us that there was no power in her house.

I have been a resident of Phoenix for over 10 years. I regret moving into an APS district. $130 in fees before I use any electricity. The new times for prime usage of 3 to 8 pm are cruel to any working family in the valley. Charged an additional deposit after paying late twice in a 12 month period. Their customer service reps are cold and rude. It's a monopoly. I'd rather deal with the cartel than this company!!! I feel rage with every bill received and every check written. SRP charges so much less. I am building a home outside of Maricopa County and it will be off the grid! Thank you APS for inspiring me to modify my lifestyle!

Too bad I have to give these penny pusher thieves any stars. My energy bill was $298; however I was billed more than $1k. When asked why I was told "whenever you pay a bill 'late' the account is accessed & a deposit is added for 3 times the monthly bill". But wait, need I say the bill was paid within the 10 grace period but not on the exact bill date. I've NEVER been disconnected & upon obtaining their 'white collar thieving' services more than 7 years ago, my deposit was 'waived' for "good standing" bill history.

OK, APS, not only has higher rates than previous companies I have used -- and high deposits due to summer usage -- but they abuse the deposit hold after cancelling services. Their website states: "When service is terminated, the deposit is applied to the final bill. If a credit remains after the final bill is paid in full, a refund check is mailed to the address provided when you notify us to Stop Service. (Checks are mailed within 25 business days after service is stopped.)"

We have lived in our current home 5 yrs now. Paid a deposit to APS when we moved in. Never refunded but are now being charged another deposit to get our electricity back on, this is the hottest week of the year and they shut us off. They are greedy and don't care about small children or elderly. I loved SRP and am ready to go back to that company.

On July 19, 2018 my electricity was shut off, yes that's my bad! Well I paid the bill in my lunch break at 12 pm. I called and gave them all the necessary information - I even email pictures of the receipts and I was told 2 hours. I had 2 minor children at home and I have to use a bipap at night to sleep and when I returned home at 5pm there was no electricity still. I call APS and received the run around, was told the same thing again I explained the receipt and email and went all night and til 7pm on July 20, 2018 and 3 more phone calls to get my electricity turned back on. Yes, I took the minors out of the house as it was 90+ degrees inside the house but, I had to sleep there with my pets. Very unprofessional. I received no letters, door hangers, phone calls, texts or emails as to my electricity being turned off. And I know I'm responsible for paying my bills but... 36 hours to turn it on? Really???

My elderly cousin lives in Yuma. He wanted to sign up for the APS Solar Community Program. He could not use the website because he had forgotten his password and APS does not have his current email address. He cannot update the email because he cannot recall his password. Cannot update the password because APS has an old email address for him. There is no longer an APS office in Yuma. He tried calling the ** number but he is very hard of hearing and could not understand the choices etc. He wrote me a letter asking me to help. I tried. I asked Jessica at APS to please call him and help him update the information.