Kiwi Energy NY

Kiwi Energy has received the above referenced complaint and appreciates the opportunity to respond.  In July of 2014 the customer has enrolled with Kiwi Energy for variable rate service. Under 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 costs. Kiwi Energy did not provide any guarantee of savings in its offering to the customer, or in any way guarantee that its rate would be lower than the utility. Choosing an energy supplier should be an easy and transparent process, that’s why at Kiwi Energy every new customer must complete an independent verification process.  During the verification call the customer must confirm his/her authorization to switch to Kiwi Energy.  All other key points of service including statement about variable rate service also requires customer verbal confirmation.  As per customer’s request the account has been cancelled, additionally Kiwi Energy has reached out to the customer to discuss billing.  A one-time adjustment was approved to assist the customer with increasedenergy costs.

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 show that the customer was enrolled on 2/**/2015 (electricity), the supply service was scheduled to start on 03/**/2015; this means that the first bill for Kiwi Energy electricity supply would be generatedaround 04/**/2015.  The customer chose Kiwi Clean product with Ecogold 5% Cash...

Back, which means that after completing 12 consecutive billing cycles the customer would receive a check for 5% of the total supply costs.  Per customer request, on 03/**/2015 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 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 people. Their response that "this incident has been escalated to our senior management team" was used on a previous complaint. I 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]

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.

We are sorry to hear that your experience with Kiwi Energy sales representative wasn’t a pleasant one.  As requested we have added your information to our Do Not Contact list. Based on your feedback we have provided additional training to the sales agent in question and we are monitoring...

progress.  Once again thank you for your comments, Kiwi Energy appreciates your feedback.

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 used. So we can quickly resolve this matter, we urge the customer or their representatives to contact Gregory H[redacted], Executive Resolution Team member at ###-###-#### or email[redacted]

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 Company. All 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 enrollment. As 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 am not in any way aware of Kiwi Energy "reaching out" to me to discuss my complaint. I have not have an email, snail mail or phone call from them. I think it is bad business for Kiwi Reps to wander the hallway here, knocking on doors and asking to see my energy bill because it may be incorrect, and not clearly identifying himself/herself. How do Kiwi Reps get in the building? Tenants allow access by buzzing-in deliveries from [redacted] and [redacted] without asking for ID.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are sorry to hear that your experience with the sales representative wasn't a pleasant one.  Kiwi Energy products do not carry any monthly or cancellation fees. We understand that choosing an energy supplier is an important process that is why Kiwi Energy takes customer...

feedback seriously. Kiwi Energy believes it is important that customers have all the information prior to making a decision to switch.  To promote transparency, at the point of sale very new customer will receive the following:- Terms and conditions of service and consumer bill of rights- Statement of Understanding - the document confirms that kiwi Energy does not pay cancellation fees on behalf of customersBefore an enrollment is accepted customer must also complete a third party recorded voice verification where the customer has to confirm full understanding of all key points of service.Our audit did not confirm any other negative feedback about this sales representative, however based the customer feedback and other information the agent has been retrained and appropriate disciplinary action was imposed.  As requested, customer’s contact information was suppressed and added to our Do Not Contact list.On behalf of Kiwi Energy please accept our sincere apology for any inconvenience this situation may have caused.  If you have any questions about this case, please feel free to contact me at ###-###-####. Sincerely[redacted] Kiwi Energy

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.

Kiwi Energy has received the above referenced complaint and appreciates the opportunity to respond.  Our records confirm that on 11/**/2014 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 12 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 $25 and $50 thereafter.In addition to the information provided at the point of sale, on 11/**/14 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 12/**/14 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

Thank you for forwarding [redacted]’s concerns to  our office. Customer 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 Energy. During this verification the customer must acknowledge key points of Kiwi Energy’s supply service. If any portion of the third party verification is incomplete, then Kiwi Energy will not process the enrollment. In 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.

Kiwi Energy is a New York based Energy Service Company with a focus on providing environmentally conscious products. In efforts to guarantee transparency during enrollment, each new customer has to complete a third party recorded enrollment verification.  During the...

verification process each customer must confirm full understanding of all key points of service otherwise the enrollment will not be processed.  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.  Our records confirm that this enrollment with Kiwi Energy has been cancelled and customer’s contact information was added to our Do Not Contact list.All records pertaining customer’s enrollment with Kiwi Energy including the recorded third party enrollment verification will be reviewed by our compliance team.  Additionally our Quality Assurance manager is reviewing performance of the sales representative in question.Kiwi Energy would like to apologize for any incontinence this situation may have caused.

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.

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]

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.

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

On 2/**/2015 the customer has authorized Kiwi Energy to supply gas and electricity. As per market rules Kiwi Energy didn't start the electricity supply service until 03/**/2015. 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 04/**/2015.  Since the customer elected to cancel this account, Kiwi Energy will provide supply service for only one billing cycle (03/**/2015-04/**/2015), 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.