Coulter Landscaping

Kiwi Energy has received the above referenced complaint and appreciates the opportunity to respond As requested customer’s enrollment with Kiwi Energy has been cancelled We would like to point out that every new customer MUST complete a very thorough verification process; at the point of sale the customer will have to complete recorded third party verification where the customer will be provided with questions/statements regarding rates, our affiliation and other key terms of serviceIf at any point during theverification call the customer is unsure or does not agree, the third party verification agent will cancel the enrollmentIn this case the customer has agreed to all key points of service, we also understand that choosing an energy supplier has to be clear process therefore the agent was pulled back and retrained To ensure compliance, our quality assurance team is monitoring this agent

We are sorry to hear about customer’s experience with the sales representativeBased on customer’s feedback the sales representative didn’t adhere to company policies The purpose of the third party recorded verification is to ensure that the customer understands key points of service, otherwise the enrollment will not be accepted Kiwi Energy is currently reviewing agent’s performance Customer's account with Kiwi Energy has been cancelled

Please note that the enrollment letter was sent you in error, you are going to receive another letter asking you to disregard the enrollment notification You will not be switched to Kiwi Energy As a courtesy we have added your contact information to our Do Not Contact ListWe are truly sorry for this inconvenience

We are sorry to hear about this unpleasant experience Our records confirm that during the final enrollment verification phase the customer decided not to enroll with Kiwi EnergyThe verification agent instructed the customer that the enrollment with Kiwi Energy will not go forward The sales representative in question has been retrained, during the review process we did not identify any other incidents but the agent will be closely monitored As a courtesy, customer’s contact information was added to our Do Not Contact list

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted] ***

Our records
confirm that on 6/*/the customer agreed to enroll with Kiwi EnergyIn addition
to the terms and conditions provided at the point of sale, another copy was
mailed to the address on fileAdditionally, during a recorded sales confirmation call with a
third party verification
company the customer verbally acknowledged to all key points
of service. The customer was provided with all appropriate disclosures regarding 7% Ecogold
RewardsAs outlined in the terms and conditions of service, Kiwi Energy agreed
to provide 7% Ecogold Rewards from the total supply costs as soon as the
customer has reached $(initial reward) and $thereafter. Since enrolling with Kiwi Energy the customer
has accumulated $22.33. Kiwi Energy
is not affiliated with any other Energy Service Company and cannot take
responsibility for enrollments with other suppliersAs
requested, the supply service with Kiwi Energy has been cancelled

We are sorry to hear about this unpleasant experience, it appears that the sales representative failed to correctly explain our product. Kiwi Energy is an independent energy service company (ESCO) offering cleaner energy choices, we are not affiliated with the local utility. At the point
of sale customers are required to complete a third party recoded verification, this is done to confirm customer’s understanding of our key points of serviceIf at any point during the verification call, customers are unsure or do not agree with any of the verification questions, the enrollment will be rejectedOur internal audit confirms that in this case the third party enrollment verification was completed and the sale was accepted. As per customer’s request this enrollment was cancelled, as a courtesy we have added customer’s details to our internal do not contact listOnce again we would like to apologize for any inconvenience this situation may have caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:Although repeatedly promised by Kiwi energy, to date we have not received a *** written responseThey have our correct address on the original contract
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Kiwi Energy
holds itself to a high level of honesty and integrity with its customers and
takes customer service and satisfaction very seriouslyWe are sorry to
hear that the sales experience wasn’t a pleasant one and we have escalated this
complaint to the sales management team for further
review As requested, customer’s enrollment with Kiwi
Energy was cancelled. A separate communication
confirming cancellation was mailed to the customer

Kiwi Energy has received the above referenced complaint and appreciates the opportunity to respond. As requested customer’s enrollment with Kiwi Energy has been cancelled. We would like to point out that every new customer MUST complete a very thorough verification
process; at the point of sale the customer will have to complete recorded third party verification where the customer will be provided with questions/statements regarding rates, our affiliation and other key terms of serviceIf at any point during theverification call the customer is unsure or does not agree, the third party verification agent will cancel the enrollment. In this case the customer has agreed to all key points of service, we also understand that choosing an energy supplier has to be clear process therefore the agent was pulled back and retrained. To ensure compliance, our quality assurance team is monitoring this agent

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I worked for a local energy company for four+ years and heard many complaints against "ESCO's" in that timeMy experience was identical to the complaints I'd heard, with the Kiwi employee gaining access by falsely identifying himselfKiwi's suggestions on how they will rectify the situation is identical to what I heard over those four yearsNothing has changedThis company and others like it will continue to take advantage of unsuspecting and frightened consumersNo, I believe Kiwi has an opportunity to improve its operations and set the standard for ESCO sales training, and I see nothing, NOTHING NEW HERETheir reesponse is the usual corporate ** and not to be believed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

This is my *** ** account: ***National Grid: ***

Kiwi Energy received the above mentioned complaint and appreciates the opportunity to respond. Specifically, the customer is disputing monthly supply charges in the amount of $116.87.As background, Kiwi Energy is a registered Energy Service Company (ESCO) in New York that focuses on providing
environmentally conscious energy products and rewards through its Ecogold loyalty program. This customer agreed to enroll with Kiwi Energy for variable rate gas service and 5% Cash Back rewards on July ** An enrollment audit confirms that, at the point of sale, the customer completed a third party recorded verification callThe verification confirmed key points of service, and included a statement that the price of gas under the contract is a variable rate and will vary month-to-monthOn July ** 2015, a welcome letter, with a copy of the terms and conditions of service and customer disclosure statement was mailed to the address on fileThe terms and conditions of service contained a description of how the variable rate is calculated and a statement that there is no fee for early termination.The disputed amount doesn’t represent a specific monthly supply charge and further clarification is required, i.e., invoice date, billing cycle and number of units usedKiwi Energy has reached out several times to assist with this dispute, but was unable to reach the customer. For immediate assistance we ask the customer to contact Gregory H***, Executive Resolution Team member at ###-###-#### or email *** Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
1) The business' apology is
unsigned, without any name of a responsible executive being providedMy
complaint specifically asked for thisFurthermore, I specifically requested an apology by postal mail letter, not an email or website post. Kiwi's failure to offer either does not persuade me that they care all that much2) We did NOT receive any
letter from Kiwi confirming cancellationWe were twice told by Kiwi on the phone that we would,
and now for a third time told that we probably didLet them send
another letter and we will see if they doThen we can move to close the issue.
Is it really asking too much of a business for a simple written postal confirmation, along with an apology containing a real signature by a responsible executive?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Kiwi Energy has reviewed the above referenced complaint and appreciates the opportunity to respond. Our records show that the account is closed and customer contact information was added to our Do Not Contact list. Kiwi Energy will also reach out to the customer to address enrollment and
cancellation timeline

Based on the additional account information provided by the customer, the enrollment with Kiwi Energy has been cancelled As a courtesy, customer's enrollment information was added to our Do Not Contact list

Our records confirm that on 10/**/the customer enrolled
with Kiwi Energy for gas and electricity.
A cancellation request was processed a day later. The account is now closedAccount audit confirms that the customer completed all required
enrollment steps. Before an enrollment
application can be accepted by Kiwi Energy, the customer MUST complete third
party recorded verification. During the verification
call the customer has to acknowledge several service related statements
including information about Kiwi Energy, rates and Cash Back program. If at any point during the verification call
the customer does not agree or is unclear about any of the verification
questions/statements the enrollment application will be rejected. All Kiwi Energy enrollment materials display
Kiwi Energy logo and contact information. The audit of the third party verification call confirms that
the customer agreed to all key points of service. Although the audit does not suggests any gaps
in the enrollment verification process, however the sales representative was
retrained.Kiwi Energy would like to extend an apology for
any inconvenience this situation may have caused

Kiwi Energy understands the sensitivity of this case. Since the disputed amount doesn’t represent a specific monthly supply charge, further clarification is required, i.e., invoice date, billing cycle and number of units usedSo we can quickly resolve this matter, we urge the customer or their representatives to contact Gregory H***, Executive Resolution Team member at ###-###-#### or email***