Kiwi Energy NY

Kiwi Energy is a company of scammers.
They came to my door, claimed to be working for NYSEG, and tricked my roommate into signing papers.
We have tried to contact them numerous times in the passing two days, trying to rescind all authorizations, and cancel everything. Every time, they refused our request for bt made up reasons.
Are they targeting us, because of our skin color ?

Kiwi Energy has received the above referenced complaint and appreciates the opportunity to respond Our records confirm that on the customer selected Kiwi Clean variable rate service with [redacted] 5% Cash Back loyalty program This means that the customer will receive 5% off the total supply costs after completing consecutive billing cycles The customer has an option to change the loyalty program to 7% [redacted] Reward, which means that the customer is able to receive a gift card to selected retailers ( [redacted] ) as soon as they have accumulated $and $thereafter.In addition to the information provided at the point of sale, on a welcome letter was mailed with another copy of terms and conditions of service and a brochure outlining our services [redacted] membership card along with a member’s guide was mailed on to the address in file.A senior customer service representative will be reaching out to discuss any questions the customer may have about our offers and rewards.Sincerely, Kiwi Energy Team

We are sorry to hear that your experience with the sales representative wasn’t a pleasant oneAs requested, the enrollment with Kiwi Energy has been cancelled As a courtesy we have suppressed all contact information from our marketing and sales lists We understand that choosing an energy supplier may require additional review time, that is why the customer has business days (not calendar days) to cancel Any requests received outside of the business hours are processed on the next business day Our offer is a monthly variable rate service with 5% Cash Back based on total supply costs payable after consecutive billing months or 7% Ecogold Rewards which can be redeemed as soon as the customer has accumulated $(initial reward) and $thereafterOur quality assurance team is currently conducting an audit for the sales agent in question; in the interim the agent was re-trained and is currently being monitored by the sales leadership and quality assurance team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Kiwi energy's response does not explain why Kiwi Energy promises that customers will save money on their bills if they sign up with Kiwi Saving money was only reason why I signed with them immediately because your sales person was promising on that and he said I will see it on my bills because the bill amount will go down, also he said I will be contributing to save energiesIf I knew what Kiwi charged for ESCO charge on me on the first month, I would've canceled my membership immediatelyMy bill increased more than 200% since I signed up with Kiwi, as their broken down bill showsThey are absolutely advertisingIt is Kiwi's mistake that 'somehow' they forgot to bill me for 1/monthsAnd the customer service person said 'it was unfortunate' I never heard of any company forgets to bill clients for 1/months, and thinks it's ok to just take money out of a client's account without any bills to showYes, after a few emails back and forth with Kiwi, they finally sent me the broke down bills of each monthBut I do not trust any of things Kiwi says or shows after everyone who works for Kiwi that I spoke to all lied about thingsThis company is a scam and liarsThere are articles about them online how nonsense they are Thank you for waiving my last month's bill for me, but that is nothing close to what they took out from my accountWaiving my last month's bill does not make Kiwi faithful after all the nonsense that Kiwi caused on mePlease issue me a proper refund of what I asked for immediately In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Our records show that the customer was enrolled on (electricity), the supply service was scheduled to start on 032015; this means that the first bill for Kiwi Energy electricity supply would be generatedaround The customer chose Kiwi Clean product with Ecogold 5% Cash Back, which means that after completing consecutive billing cycles the customer would receive a check for 5% of the total supply costs Per customer request, on a request to cancel supply service with Kiwi Energy was processed Customer service supervisor will contact the customer to review billing

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] ***

On the customer has authorized Kiwi Energy to supply gas and electricityAs per market rules Kiwi Energy didn't start the electricity supply service until This means that the increase in energy costs is associated with customer’s previous energy supplier Kiwi Energy first and final supply charge (electricity) will be issued shortly after Since the customer elected to cancel this account, Kiwi Energy will provide supply service for only one billing cycle (032015-042015), after which either the utility or another ESCO will start the supply service Gas account will not be billed by Kiwi Energy, the account is closed.To address any other issues the customer is encouraged to contact Kiwi Energy Customer Service at ###-###-#### and the call will be routed to a supervisor on duty

Our enrollment records confirm that the customer has enrolled with Kiwi Energy for monthly variable rate serviceUnder this type of service, the customer’s price each month is adjusted to reflect the current market costs associated with the commodity Thus the prices charged by Kiwi Energy were consistent with current market conditions and costsOur review process confirms that in addition to the application the customer has alsocompleted a recorded third party enrollment verificationDuring the verification call, the customer has agreed to a variable rate service and has accepted all other key points of service A cancellation request has been received and processed for this accountAs a onetime courtesy customer’s gas invoice will be re-rated based on cents per therm Kiwi Energy reserves up to days for check processing and delivery

Thank you for forwarding [redacted] ’s concerns to our officeCustomer concerns are important to us and we appreciate the opportunity to address them In regards to the application with Kiwi Energy, we can confirm that the enrollment was cancelled because the customer did not complete the third party verification process In order for Kiwi Energy to accept an enrollment, a customer must verbally confirm their authorization to switch supply service to Kiwi EnergyDuring this verification the customer must acknowledge key points of Kiwi Energy’s supply serviceIf any portion of the third party verification is incomplete, then Kiwi Energy will not process the enrollmentIn regards to the sales agent unprofessional behavior, Kiwi Energy has been in contact with the customer and is currently investigating this incident Kiwi Energy will contact the customer directly once the review process has been completed

We are really sorry to hear about your experience, we understand that choosing an energy supplier should be a well-informed process To ensure transparency during the enrollment process and in addition to the printed application, customers must complete a third party recorded verification During the verification call customers must confirm key points of service, and a clear YES answer is required for each question It appears that the sales agent has provided you with some conflicting information which has prompted your complaintPlease note that appropriate corrective action was imposed, Kiwi Energy is also conducting a full quality assurance audit for this agent As requested, your enrollment with Kiwi Energy was cancelledOn behalf of Kiwi Energy please accept our sincere apology for any inconvenience this situation may have causedSincerely, Kiwi Energy Team

It is Kiwi Energy policy that all sales associates are required to display an approved ID card at all times while on the job We are sorry to hear that your experience with the sales representative wasn't a pleasant oneAlthough we were unable to identify the individual who came to your home, but your concerns have been addressed to the entire sales team.We have also added your contact information to our Do Not Contact list On behalf of Kiwi Energy please accept our sincere apology for any inconvenience that the situation may have caused If you have any other questions, you may contact [redacted] , [redacted] at ###-###-####.Sincerely, [redacted] ***

We are sorry to hear that your experience with Kiwi Energy wasn’t a pleasant one Due to billing delay your gas supply charges were billed on for billing period from to (billing cycles) and then on you were billed for your regular supply charges from to Account audit confirms that all supply costs billed for that period are correct, however as a courtesy Kiwi Energy is going to approve a one-time adjustment which will be applied on your final supply invoice.If you have any other questions about your supply charges, please feel free to contact our Customer Service at ###-###-#### and ask to speak with a supervisor.Sincerely,Kiwi Energy Team

We understand customer’s concerns, and we appreciate the feedback Please note that all of Kiwi Energy sales associates are required to wear an appropriate ID badge which clearly identifies them as representatives of Kiwi Energy an Energy Service CompanyAll of our enrollment materials including enrollment application and brochures are clearly marked with Kiwi Energy logo and contact information At the point of sale all new customers are also required to complete independent voice verification During the independent (recorded) voice verification call the customer must answer a series of questions, including;-Are you the person legally authorized to make decisions ?-Do you authorize Kiwi Energy as your new supplier?-Do you understand that Kiwi Energy is not the utility but an Energy Service Company If at any point during the voice verification the customer answers “No” or “I’m not sure” or “I don’t understand” , etc the verifying agent will reject the enrollmentAs a courtesy, we have added customer’s information to our Do Not Contact list and we are currently reviewing all enrollment information A [redacted] member of our [redacted] team will be in contact with the customer once the enrollment information has been verified.Sincerely, Kiwi Energy Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I want confirmation or proof that they will stop sending salespeople into people's homes posing as if they are from another company and misleading peopleTheir response that "this incident has been escalated to our senior management team" was used on a previous complaintI don't believe that this practice will stop In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

In an email dated 5/**/Kiwi Energy has provided the customer with a breakdown of the supply costs which will match the usage (measured in Therms) during the billing period from 12/**/to 5/*/15. The customer can verify the usage by comparing number of gas units used with the utility billsThe customer was also encouraged to contact Kiwi Energy *** *** to address the issues raised in this complaint.Kiwi Energy has demonstrated that the gas supply costs are valid, Kiwi Energy will not be able to refund those chargesPlease remember that Kiwi Energy has already approved to waive supply costs for the final billing cycle. Since the final billing period should be closing soon, Kiwi Energy is going to provide the customer with as final account reconciliation We are sorry to see that customer’s experience with Kiwi Energy Customer Service team member wasn’t a pleasant one, Kiwi Energy will do everything to make sure that thiscustomer receives a courteous treatment.Once again, we are truly sorry for any inconvenience

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.They are correct that I had to verbally agree to terms over the phone and it appears this was just an issue with one sales person
Sincerely,
*** ***

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 received the above referenced complaint and appreciates the opportunity to respond. Specifically, the customer claims that the sales representative misinformed the customer about our product and servicesKiwi Energy understands that choosing an energy supplier
is not an easy process, that it why we have created several measures to promote process transparency and to ensure that our customers have a clear understanding of Kiwi Energy product and terms of services. The sole purpose of our third party verification process is to protect customer’s interests.Our recorded voice verification confirms that the customer has agreed to all key points of service as outlined in our terms and conditions. New customers have business days (not calendar days) tocancel the enrollment. Please remember that enrollment with Kiwi Energy does not carry a cancellation fee therefore the enrollment can be cancelled without any penalties at any time. At the point of sale the customer was provided with a copy of an enrollment applicationKiwi Energy logo, contact information including hours of operation are clearly marked on the form. In order to validate each sale, customers must complete a third party recorded voice verification, where a clear YES must be recorded: “This is to confirm that you have authorized Kiwi Energy as your new energy supplier…”, “You will receive a Kiwi Clean 100% nationally sourced renewable variable supply rate for your electricity beginning with the next available meter readYou have chosen 7% Ecogold Rewards on the supply portion of your bill that is credited at either $or $amounts”, “Do you understand that Kiwi Energy is not the utility?”, etc…Since this complaint, Kiwi Energy has retrained the sales representative and our quality assurance team is closely monitoring their performance. As requested, the enrollment was cancelled and customer’s information was added to our Do Not Contract list. Kiwi Energy would like to apologize for any inconvenience this situation may have caused.Sincerely, Kiwi Energy Team

Kiwi Energy received the above referenced complaint and appreciates the opportunity to respond. Due to invoice processing delay one month of customer’s supply charges was not included on bill generated around 1/**/2015. This means that the following month in addition to regular monthly
supply charges the customer was billed for supply costs from 12/**/to 01/**/(previously not billed)It appears the customer’s primary complaint is of the increase in rates during recent months. The customer agreed to enroll with Kiwi Energy for monthly variable rate serviceUnder this type of service, the customer’s price each month is adjusted to reflect the current market costs associated with the commodity. Thus the prices charged by Kiwi Energy were consistent with current market conditions and costsThere is no cancellation fees.As requested the account was cancelled and the customer was issued a one-time courtesy adjustment

We are sorry to hear about your experience with the sales representative, rest assured that we have taken appropriate steps to address your concerns. Additionally, your information was added to our Do Not Contact listThe sales representative was retained and will be
closely monitored by our quality assurance team. To clarify; *** *** offers 100% renewable electricity (monthly variable rate) and we reward our customers with 5% CashBack (based on total supply costs) payable after consecutive billing cycles or 7% Retail Gift Card Rewards payable as soon as $has been accumulated (initial reward) and $thereafter Once again, we are really sorry for any inconvenience this situation may have caused and we appreciate your feedback