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Discover what 1,300+ Arizona Public Service customers are saying in 2024. With a low 1.2/5 rating, explore common complaints on billing, outages, and service, plus tips to save on your electric bill and top home service alternatives for reliable support.
Quick Pick: Top Recommendation for Arizona Homes
While APS serves millions, many seek better options. Explore our Best Home Warranty Services for comprehensive protection against utility-related home issues – peace of mind starts here!
Arizona Public Service (APS) stands as the state's largest electric utility, powering 1.3 million homes, businesses, and government facilities across 11 counties. Established in 1886 and headquartered in Phoenix, APS employs over 6,400 people and generates about $4.8 billion in annual revenue. They offer diverse plans like time-of-use pricing, solar integration, budget billing, energy efficiency rebates, and low-income assistance programs.
However, customer sentiment tells a different story. Aggregated from thousands of recent reviews, APS holds an average rating of 1.2 out of 5 stars based on 1,309 verified feedbacks. Only 11% of reviewers recommend the company. This article dives into real customer experiences, breaks down trends, highlights balanced pros and cons, and shares actionable advice to help Arizona residents navigate their service.
Recent data reveals stark patterns in satisfaction. Billing disputes dominate, followed by service reliability and support responsiveness. Here's a quick comparison table of key performance metrics versus national utility averages (based on industry benchmarks from energy regulators):
| Metric | APS Score | National Avg | Notes |
|---|---|---|---|
| Overall Rating | 1.2/5 | 3.5/5 | From 1,309 reviews; heavy skew from recent complaints |
| Billing Accuracy | 1.1/5 | 3.8/5 | 45% of reviews mention overcharges or errors |
| Outage Response | 1.3/5 | 3.6/5 | Frequent storm-related blackouts criticized |
| Customer Service | 1.0/5 | 3.4/5 | Long hold times, unresolved transfers common |
| Value for Money | 1.2/5 | 3.7/5 | Rate hikes outpace efficiency savings for many |
| Recommendation Rate | 11% | 65% | Low loyalty despite long-term customers |
This table underscores APS's challenges in core areas. While infrastructure supports broad coverage, execution falls short for many users.
Over 40% of reviews flag unexpected high bills. One long-time customer reported a $1,200 charge for just three days after a meter replacement, with follow-up credits promised but never applied – dropping to $1,000 before vanishing entirely. Others cite rate increases without notice, confusing solar net metering, and budget plan shortfalls during peak summer usage.
Pro Tip: Always request itemized bills via the APS app or portal. Dispute errors within 30 days using their online form for faster resolution.
Arizona's monsoons and heatwaves amplify outage gripes. Customers describe hours-long blackouts with minimal updates, especially in rural areas. "Constant outages during storms," one reviewer vented, echoing dozens of similar accounts.
Support scores lowest, with tales of endless transfers, dropped calls, and unhelpful scripts. A October 2024 review called APS "the worst utility ever" for overcharges and poor service.
Not all feedback is negative – about 10-15% praise reliability in urban zones and helpful programs:
Pros:
Cons:
Even with challenges, you can cut costs by 15-25%:
CTA: Ready for better home protection? Check our Best Plumbing Services - Nov. 2026 for leak prevention that complements utility efficiency.
In regulated markets like Arizona, switching providers isn't always possible, but bundling with third-party services helps. For storage during outages or warranty coverage, consider vetted options.
| Scenario | Stay with APS? | Alternative Action |
|---|---|---|
| Frequent Billing Issues | No | File formal complaint; audit usage |
| Rural Outages | Maybe | Invest in backup generators/solar batteries |
| High Usage Home | Yes, with TOU | Pair with rebates and smart home tech |
| Solar Interest | Yes | Leverage APS programs first |
| Seeking Reliability | No | Explore Public Storage Reviews 2024 for secure backups |
Residential bills average $180/month, spiking to $300+ in summer. TOU plans can reduce this by 20%.
Outage restoration averages 4 hours, but monsoons push it to 12+. Urban areas fare better than remote spots.
Arizona's market is regulated; APS is the default in its territory. Solar or community solar offers indirect alternatives.
Yes – up to $600 for appliances, $200 for audits. Claim via their site; processing takes 4-6 weeks.
Use the app chat for 70% faster responses. Phone: 602-371-7171; expect 20-45 min waits.
Set AC to 78°F, use fans, seal ducts – potential 10-15% savings.
Enhance your home resilience beyond utilities:
Stay powered smartly – share your APS experience in the comments!
