Kiwi Energy NY

We are sorry to hear of your recent experience with our sales representative. We assure you that compliance with business guidelines is our top priority and we aim to provide top quality service. The sales representative in question is one of our newer agents, you can
be assured that your feedback was forwarded to the sales manager for further review and investigation and the sales representative was retrained. Our records indicate that your enrollment with Kiwi Energy has been rejected and as a courtesy we have added your contact information to our Do Not Contact list. We thank you for patience and for bringing those concerns to our attention.Sincerely, Kiwi Energy Team

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.Kiwi Energy called and cancelledCancellation number is ***
Sincerely,
***
*** ***

As requested, on 3/**/customer’s enrollment with Kiwi Energy was cancelled (two electric and two gas accounts). We understand that choosing an energy supplier should be a transparent process, that’s why each new customer must complete a recorded third party enrollment
verification.During the verification process each customer must confirm their full understanding of all key points of service otherwise the enrollment will be rejected. At the point of sale the customer will also receive a copy of the terms and conditions, another copy will be mailed to the customer’s address As per terms and conditions customer can cancel this enrollment at any time and without any cancellation fees Cancellation requests can be also submitted via email or fax.Kiwi Energy will reach out to the customer to confirm cancellation

The concerns expressed are certainly understandable, as previously advised Kiwi Energy has taken immediate action to investigate this complaint. Based on an internal quality assurance processes our team will audit agent’s performance and will provide feedback to the management team for further review. Infractions suggested in this complaint are very serious and subject to disciplinary action up to and including termination, therefore we cannot offer any additional information regarding this case. As an additional measure to monitor agent performance and enforce policy compliance, Kiwi Energy has increased quality assurance checks with emphasis on policy compliance. Kiwi Energy will attempt to contact the customer to further address any other concerns

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]
I got a message from Kiwi energy that the bill was charged for billing cycles, which I was told that was for months from the rude customer representativeThey have no records on how many months of bills they are charging me at onceThey do not make any sense of explaining how my bill was charged by thisAnd Kiwi energy did not break down the bill to each month for me, so I can understand I was charged fare amount I don't trust their made up bill amount, and I don't trust if they just send me a message that says ' Oh I checked and the bill was fare.' Also, Kiwi energy did not offer a refund, they only offered an adjustment my last month's bill which will be only $20~$30. My bank tried to fight *** *** and give me a refund, but *** *** does not deal with Kiwi energy even though they charge me Kiwi's bill on my *** *** bill, so they are re-charging me the entire bill plus $feeYes, they are chained up with ESCO companies like Kiwi Energy and they do not take any responsibility on actual bills at all, and it's not understandable. I really need to get a refund of $from Kiwi Energy right awayThis company is scamAnd Im so traumatized by their customer representative, I do not want to call them againThey have lots of complains about how scammers they are onlineAnd taking ridiculously large amount of money for utilities out of my account without sending me the actual bills or explaining about how this exactly happened is not acceptableIf it was not a made up price, when I called them about the bill, they should've sent me each month's bill that 'unfortunately they've forgot to bill me', and send a proper apologyThey treated me like a dirt when I called to ask about the bill amount as I wrote on my original complaint.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are sorry to hear about your experience with the sales representative, we also understand your concerns. As requested, your enrollment cancellation has been processed and your account with Kiwi Energy is closed. We have also added your contact information to our Do Not Contact
list. Based on the terms and conditions of our current offer, we do not charge enrollment or cancellation fees. The sales agent has been retrained and our Quality Assurance team is monitoring compliance. If you have any additional comments about this incident, please feel free to contact our customer service line at ###-###-#### and ask to speak to a manager.Sincerely,Kiwi Energy Team

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 has received the above referenced complaint and appreciates the opportunity to respond.  Per customer request, account cancellation was processed for both gas and electricity, both accounts are closed and the customer was not billed by Kiwi Energy.   As a courtesy, customer...

contact information was added to our Do Not Contact list.  We are sorry to hear that the experience with the sales representative wasn't a pleasant one. Concerns raised have been properly addressed with the sales agent and our quality assurance team is monitoring agent's compliance. If you have any additional comments or concerns please feel free to contact [redacted] at ###-###-####.Sincerely, Kiwi Energy Team

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]
Please contact son [redacted] at ###-###-#### for any other questions or business matters. Thanks much.

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.  [redacted] would like to apologize for any inconvenience this situation may have caused.

We are sorry to hear that your experience with the sales representative wasn’t a pleasant one. As 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 3 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 12 consecutive billing months or 7% Ecogold Rewards which can be redeemed as soon as the customer has accumulated $25 (initial reward) and $50 thereafter. Our 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 energies. If I knew what Kiwi charged for ESCO charge on me on the first month, I would've canceled my membership immediately. My bill increased more than 200% since I signed up with Kiwi, as their broken down bill shows. They are absolutely false advertising. It is Kiwi's mistake that 'somehow' they forgot to bill me for 4 1/2 months. And the customer service person said 'it was unfortunate'.  I never heard of any company forgets to bill clients for 4 1/2 months, and thinks it's ok to just take money out of a client's account without any bills to show. Yes, after a few emails back and forth with Kiwi, they finally sent me the broke down bills of each month. But I do not trust any of things Kiwi says or shows after everyone who works for Kiwi that I spoke to all lied about things. This company is a scam and liars. There 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 account. Waiving my last month's bill does not make Kiwi faithful after all the nonsense that Kiwi caused on me. Please 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]

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 ** 2015. An enrollment audit confirms that, at the point of sale, the customer completed a third party recorded verification call. The 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-month. On 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 file. The 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 used. Kiwi 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[redacted], Executive Resolution Team member at ###-###-#### or email [redacted]  Tell us why here...

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 but I felt very uncomfortable in front of a representative realizing he misinformed me at the time of a verification in which I was told that was verification for my rebate from [redacted] and [redacted]. The rebate I so deserved that was owed to me were the representatives choice of words. When the lady on the phone said do I wish to change my supplier when I have this rep standing in front of my door in a private house in my face telling me he has a family to feed and is insisting for me not to worry and just say yes when he lied to me from the beginning when I specifically asked who was he representing and he failed to tell me what company he was with until after the verification. I dont appreciate that I felt uncomfortable that he walked into our private home that is PRIVATE. If the door was accidentally left open why would you think its okay to welcome yourself in our home and spew false information trying to swindle a sale. That is WRONG! Yes I said yes because I was nervous and wanted him to leave. I did not feel comfortable and did not want to get into any discussions that could escalate so yes this complaint it about how your business practices. I will make sure to voice it on [redacted] too. If this is how you train your sales people that is just dead wrong. Maybe if you trained them differently and they spoke truthfully I would not have to go these measures. Think about that...
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 03/**/15 for billing period from 12/**/14 to 03/**/15 (2 billing cycles) and then on 4/**/15 you were billed for your regular supply charges from...

03/**/15 to 4/**/15. 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 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...

call. During 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/**/15 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.

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]

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 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 service. If 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.