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BG Plumbing Reviews (5)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
To whom it may concern,
  There are different untrue statements. First of all, all the waived fees
and late penalties were discussed before the due dates, it was NOT a favor from
Verde to waive them, it was a previous agreement. On the same matter, as of
last month and this month's charges, I told them I was not going to pay the
charges of TDSP plus the taxes for those charges (which is the reason for the
Revdex.com complaint), and I need to be sure I was not going to get disconnected or
get any fee of any kind, and the supervisor Jordan ([redacted]) said I would be NOT
disconnected or charged any fee, which I consider a verbal agreement.
 - On October 9,
2015, I never agreed with Verde contacted AEP on my behalf, I told Verde Energy
that my contract was with them, not AEP, and that is the reason I was not going
to contact AEP. Second of all, the complaint was not for not talking to a
supervisor, was because the charges were not removed as I consider them out of
the contract. I informed the representative that I would use her name in the
Revdex.com complaint to give the complaint credibility. I do not have anything against
anyone in particular. I even stated on the initial complaint that everyone was
very professional and kind, and I am surprised to hear this from a Verde
representative, very unethical from their side trying to make me sound
unreasonable.
 - TODAY, October 26,
2015 @ 2:21pm, two hours and twenty six minutes before I received the Revdex.com response, I received a called
from Veronica (her direct line is 713.255.2740, and she does not have employee
number because she said she is from corporate office), offering 25dls as
courtesy credit, but until I mention that I still needed a response for the Revdex.com
case she mention that they would still investigate and give a response, because
supposedly they DID NOT know at that time the resolution of such charges. She
also mention that she received along with the complaint a notification that I
wanted to change my electric service to a different provider and that I was very dissatisfied with the services,
which is completely NOT true, because I am happy with the service, and the conversations
with the representatives have been really pleasant. Veronica said that she was going to call me tomorrow Tuesday 26th, 2015 to give me an update of the Revdex.com resolution. I do not have the pleasure
to recognized the name of the person responding to this complaint, and he or
she seems to either be getting the wrong information, lying or unethically
altering the information he or she gets.
 I understand that
TDSP charges from CPL can vary, and that is the reason I moved to a contract
with FIXED charges that includes the TDSP. Verde agreed to keep the fixed
charge with no TDSP charges, but now as something NEW to me, never discussed by any representative
at the time of contract, TDSP charges are included again in my Verde bill. I do
not agree, because I was told I was NEVER going to see those TDSP charges and that is
what I want, without altering the rates agreed at time of contract.
 Regardless of the
disappointment of the representative answering this case, I like the service of
Verde energy and the representatives I have spoken with so far. This minor
issue I think can be resolved by accepting to remove the charges from the bill
for the rest of the contract.
 
Thank you and best regards,

Dear Complaint
Resolution Coordinator:
 
Verde Energy is respectfully submitting
for your review the following timeline and attachments in reference to
complaint #[redacted] received on 06/8/2015 at 3:22:04 PM.
 
Customer: [redacted]
[redacted]
Service Address: 208
[redacted]...

[redacted], [redacted], TX [redacted].
Enrollment ID: [redacted]
 
Timeline
On June 2, 2015, [redacted] created an enrollment to complete a
switch to Verde Energy via Verde’s online enrollment portal.  On June 6, 2015, [redacted] called Verde’s customer care to inquire
about her enrollment. Ms. [redacted] asked when she could create an online account.
A customer care representative stated she is active and she would be able to
create an online account within a few days. The customer care representative
also informed Ms. [redacted] that a switch can take anywhere from 0-7 business days
to complete.On June 8, 2015, Ms. [redacted] spoke to Verde’s customer care again about
the same issue. Ms. [redacted] requested to speak to a supervisor. On June 8, 2015, a customer care supervisor spoke to Ms. [redacted] about
the enrollment. Ms. [redacted] was upset about not having service with Verde.
Verde’s customer care supervisor apologized to the customer for the delay and
explained Verde had system updates and enrollments during this time were
delayed. Ms. [redacted] was told she still had the option of cancelling the
enrollment if she wished to do so without penalty. Ms. [redacted] stated she was not
told about the standard switch time frame of 0 – 7 business days. Ms. [redacted]
became irate and verbally abused Verde’s customer care supervisor. On June 8, 2015, the enrollment was cancelled per the customer’s
request and Ms. [redacted] does not owe Verde an invoice and remains with her
current [redacted] provider. On June 8, 2015, Verde received an informal complaint on behalf of the
customer.  Verde Energy processes standard switches with a
time frame of 0 – 7 business days unless otherwise stated as a Move-In or Self-Selected
Switch. Verde had system updates during the time of Ms. [redacted]’s enrollment
which caused a delay on completing the switch. Ms. [redacted] stated she had no
service in her complaint against Verde. During Ms. [redacted]’s conversation with
Verde’s customer care, she was informed not to end service with her current
[redacted] provider and she would be switched to Verde without loss of power.
After reviewing Ms. [redacted]’s [redacted] meter history via the [redacted]
Council [redacted] website, a Move-out was not processed; this would end
her [redacted] service. It is possible that Ms. [redacted] was disconnected for
non-payment by her current [redacted] provider.  Verde's representatives and employees are
thoroughly trained on rules, regulations, and Verde's code of conduct. Verde’s
employees have apologized due to the delay caused by the system update and Ms.
[redacted] did not receive any charges from Verde Energy. 
 
 
Per Substantive
Rule §25.480 (l), Verde is not aware of a switch-hold due to average payment
plan or deferred payment plan at the customer's premise.  Per Substantive
Rule §25.126 (g), Verde is not aware of a switch-hold due to tampering at the
customer's premise.
 
 
If any additional
information or documentation is required to support your investigation, please
contact me directly; I would be glad to assist you.
 
 
Respectfully and
Best Regards,
Verde Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Wednesday, August 19, 2015 2:10 PM To: drteam <[email protected]> Cc: [redacted] Subject: ID # [redacted]- Verde Energy USA Texas, LLC   Hello,             I have not received any check for $329.96 after the 15 business days that Verde stated would be sent. I was not sure how to respond to this. Please let me know if there is something further I must do. Thank you. Sincerely, [redacted]  
Regards,

Dear [redacted],This email is in response to the complaint you filed with the Revdex.com. I have looked up your account and see that you originally called Verde Energy May 19, 2014 and asked to have your rate switched from a variable rate, to a fixed rate. At that time the fixed rate we were...

offering was a $0.1399/kwh 6-month fixed rate. We did adjust your rate beginning on your May bill. At this time, Verde is not required to contact [redacted] customers when their fixed rate is about to expire.As a one-time courtesy, I have processed a $329.96 refund for the difference in rate from the variable you were charged on your last seven bills, to the fixed rate at that time. You should get that check within 15 business days.I have adjusted your account to our current fixed rate of .1349/kwh. You should see that rate on your final bill with Verde. Your Verde Energy Account was cancelled and your service end date is 8/12/2015.Karen [redacted]Customer Support | Verde Energy USA[redacted]

emailed customer directly on August 19, 2015:Dear [redacted],This email is to apologize for the delay in getting you the Verde Energy refund check that was promised in July. I have processed a check to go directly to you from the bank and it will be for $329.96. Please feel free to reply back to this email if you have any questions or concerns and please accept my sincerest apologies for the delay.Karen [redacted]Customer Support | Verde Energy USA[redacted] [redacted] [redacted]

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Address: 129 T Rich rd, Lancing, Tennessee, United States, 37770

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