Coulter Landscaping

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:
[Your Answer Here]*** *** is a senior citizen who barely comprehends english and she was taken advantage ofHer granddaughter has taken over the bills and has also submitted a complaint to the attorney general.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The account audit confirms that on 9/*/the customer has enrolled for monthly variable rate service and on 9/*/cancellation request was processed A letter confirming cancellation was mailed to the address on file. The account is now closed. Under variable rate service, the
price for all electricity reflects the cost of electricity obtained from all sources, related transmission and distribution charges and other market-related factors, plus all applicable taxes and fees.In order for Kiwi Energy to accept an enrollment, a customer must verbally confirm their authorization to switch supply service to Kiwi EnergyDuring this third party voice verification the customer must acknowledge key points of Kiwi Energy’s supply service including variable rates, early termination fees, and also rewardsIf any portion of the verification is incomplete, then Kiwi Energy will not process the enrollmentAdditionally, Kiwi Energy provides all customers with the terms and conditions of service, including descriptions of variable rate service, the cancellation policy, any early termination fees, and product rewards. A review of the recorded verification call confirms that the customer has clearly acknowledged all key points of service at which point the enrollment was accepted Customer’s concerns regarding the sales representative have been sent to the sales management team for review and our quality assurance team is conducting full review of agent’s performance.Additional information regarding this case will be communicated with the customer directly. Kiwi Energy would like to apologize for any inconvenience this situation may have caused

We are sorry to hear about your experience with the sales representatives
Based on the information provided, we have established that your utility
account was not used to enroll with Kiwi Energy. We would like to point out that Kiwi Energy
cannot accept an enrollment without completed
third party recorded
verification. At the end of the sales
presentation, the customer will receive a call for an independent verifier, who
will confirm several key points of serviceIf at any point of the verification
process the customer does not agree with one of the statements/questions, the
enrollment will be cancelled. Although
our Quality Assurance team did not identify any other negative feedback but
both agents were retrained and are being monitored for compliance.On behalf of Kiwi Energy team please accept our sincere
apology for any inconvenience this situation may have caused

Kiwi Energy has reached out to the customer to discuss the enrollmentAs requested, the enrollment with Kiwi Energy has been cancelled and customer’s contact information has been added to our Do Not Contact list. Before an enrollment can be accepted, customers must complete an
independent third party (recorded) voice confirmation where customers must answer “Yes” to a series of questions i.e., “Do you understand that Kiwi Energy is not your utility but a deregulated Energy Service Company…”If at any point during the call the customer is unclear or does not agree, the verification agent will cancel the enrollment and will refer the customer to contact Kiwi Energy customer service for assistance. In this case account audit confirms that the customer has acknowledged all verification questions which validated the enrollment, as previously noted the enrollment with Kiwi Energy has been cancelledTo ensure compliance, both sales representatives have been retrained and their performance is closely monitored by our quality assurance team

We are sorry to hear that customer’s experience with the sales representative wasn’t a pleasant one. Kiwi Energy has a very strict enrollment process where each new customermust complete an enrollment application and also agree to key points of service during a recorded verification
callDuring the call the customer will be asked a series of Yes/No questions, the customer must confirm every question with a clear Yes, otherwise the enrollment with Kiwi Energy will be rejected. Account audit confirms that the customer has completed the entire enrollment process, however as per customer request the account has been closed and customer’s contact information was added to our Do Not Contact list. On 9/**/Kiwi Energyhas reached out to the customer via email with request for more information about the interaction with the sales representative. Our quality assurance team is also reviewing this case

The customer is correct, the sales representative should have provided the customer with marketing brochures outlining our products and services. As part of our quality assurance process, we have conducted appropriate reviews, as a result all sales agents soliciting in the area were retained
and their performance will be monitored. *** *** would like to apologize for any inconvenience this situation may have caused

We are disappointed that the customer and his family had an unpleasant experience with a Kiwi Energy representative. During a follow up we have established details about this incident and the case for sent to our sales management team for further reviewKiwi Energy monitors the activities of
its sales agents for compliance with marketing standards and is constantly seeking to improve consumer sales interactions. Based on quality assurance and other feedback, the sales representative will be retrained and monitored, other disciplinary action may also apply In this case the enrollment with Kiwi Energy was cancelled and customer’s information was added to our Do Not Contact list

The account audit confirms that on 9/*/the customer has
enrolled for monthly variable rate service and on 9/*/cancellation request
was processed A letter confirming cancellation was
mailed to the address on file.
The account is now closed. Under
variable rate service,
the price for all electricity reflects
the cost of electricity obtained from all sources, related transmission and distribution charges and
other market-related factors, plus all applicable taxes and feesIn order for
Kiwi Energy to accept an enrollment, a customer must verbally confirm their
authorization to switch supply service to Kiwi EnergyDuring this third party
voice verification the customer must acknowledge key points of Kiwi Energy’s
supply service including variable rates, early termination fees, and also
rewardsIf any portion of the verification is incomplete, then Kiwi Energy
will not process the enrollmentAdditionally, Kiwi Energy provides all
customers with the terms and conditions of service, including descriptions of
variable rate service, the cancellation policy, any early termination fees, and
product rewards. A review of
the recorded verification call confirms that the customer has clearly acknowledged
all key points of service at which point the enrollment was accepted Customer’s
concerns regarding the sales representative have been sent to the sales management
team for review and our quality assurance team is conducting full review of
agent’s performance.Additional information regarding this case will be communicated with the customer directly. Kiwi Energy
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 find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Please contact son *** *** at ###-###-#### for any other questions or business mattersThanks much

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,
*** ***

Kiwi Energy has reached out to the customer to discuss the feedback submitted via the Revdex.com.  The customer’s contact information has beenalso added to our Do Not Contact list.  Sales representatives who have visited the customer’s building have...

been identified.  Although those agents didn’thave any prior complaints and have received good quality assurance results, appropriate feedback was provided and agents have been retrained.

During a follow up call on 7/**/15 the customer confirmed receipt of an email from Kiwi Energy.  Kiwi Energy understands the customer’s concerns regarding properidentification and sales approach.  Kiwi Energy has made every effort to maintain and improve quality standards. Through our customer satisfaction processes we are able to quickly identify opportunities for improvement, provide training, administrative solutions, or service improvements.  Once again we wish to extend our sincereapologies to the customer for any inconvenience this situation may have caused.Sincerely,Kiwi Energy Team

We are sorry to hear about customer’s experience with the sales representative. Based 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 List. We are...

truly sorry for this inconvenience.

We are sorry to hear that customer’s experience with Kiwi Energy wasn’t a pleasant one.  Account audit confirms that the customer enrolled with Kiwi Energy for monthly variable rate service.  To validate the enrollment the customer completed third party recorded verification, answering a...

series of Yes/No questions.  If at any point during the verification the customer does not agree with any of the statements/questions, the verifier will reject the enrollment and provide the customer with appropriate disclosures.   In this case the customer has agreed with all terms and conditions of service. Kiwi Energy has made several attempts to reach out to the customer via phone/mail and email to resolve this, however the customer did not respond to our requests.  Per customer’s request, the account with Kiwi Energy has been cancelled.  The customer is encouraged to contact Kiwi Energy customer service team and ask to speak with a supervisor.

Based on the information provided in this complaint we cannot confirm the customer’s identity.  In order to properly investigate, additional information is required, i.e, account number or customer id. Kiwi Energy has reached out to this customer via phone, email and mail with request for...

additional information, we are yet to hear from the customer.

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]

Kiwi Energy received the above mentioned complaint and appreciates the opportunity to respond. Our records confirms an enrollment with Kiwi Energy for a monthly variable rate service.  To validate the enrollment a third party recorded verification was completed where the customer answered a...

series of Yes/No questions.  If at any point during the verification call the customer would not agree with any of the statements/questions, the verifier would have rejected the enrollment and provide the appropriate disclosures.   In this instance a clear yes was provided for all verification questions and a request to initiate service was approved.  Based on customer’s request the enrollment with Kiwi Energy has been cancelled.  Kiwi Energy has apologized  for the inconvenience this situation may have caused and is currently in the process of conducting an audit on this agent to ensure compliance.

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]