APS knew of flaws in its rate comparison tool back in 2017, complaints show

Protesters against Arizona Public Service gathered June 20 outside Phoenix Art Museum.
/Elizabeth Whitman

By Elizabeth Whitman | Phoenix New Times

Arizona Public Service knew of problems with its rate comparison tool, which is supposed to help customers find their most economical plan, since 2017, new records show, contrary to the utility’s claims that it learned about those problems only in November.

“I found out today from a representative at APS who contacted me that the tool comparison box was inaccurate and has been temporarily removed from their site,” one APS customer told the Arizona Corporation Commission on August 24, 2017, according to a filing by Arizona Corporation Commissioner Sandra Kennedy on Friday. “Apparently, it was putting out much higher increases due to a software glitch.”

In her filing, Kennedy wrote, “The evidence shows that the tool has been faulty from the very start, and the ratepayers have been telling us — APS and the Commission — for the past two years.”

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