Kiwi Energy NY

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 referenced complaint and appreciates the opportunity to respond.  Our records show that the customer did not enroll with Kiwi Energy until 9/**/2014 and not August, therefore Kiwi Energy did not bill the customer in August as stated in the...

complaint, those costs are from customer’s previous supplier. On 10/**/2014 as per market rules Kiwi Energy began supply service, and the first bill was generated on 11/**/2014 for service from 10/**/2014 to 11/**/2014. However due to a bill processing delay 10/**/2014-11/**/2014 supply costs were not billed until 12/**/2014. On 12/**/2014 the customer was billed for two months, 10/**/2014 – 11/**/2014 and normal service charges 11/**/2014 – 12/**/2014. The customer selected Kiwi Clean 100% renewable variable rate service with Ecogold 5% Cash Back, which means that Kiwi Energy would pay 5% of the total supply costs after completing 12 consecutive billing cycles.  As noted, the customer agreed to enroll with Kiwi Energy for monthly 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 and in this case gas and electricity service.  Thus, the price charged for electricity used in November, for example, reflects the actual market costs experienced in November. Thus the prices charged by Kiwi Energy were consistent with current market conditions and costs.  Please note in addition to the standard delivery charges (utility) the customer must also pay for energy supply (utility or ESCO).Customer’s request to cancel was received on 01/**/15, as per market rules the utility will resume supply service as of 01/**/2015.  We have also established that at the point of sale, the customer has completed a third party recorded verification and hasagreed to key points of service. The customer was provided with terms and conditions of service and another copy of the terms and conditions of service was mailed to the address on file.As requested, customer contact information was added to our Do Not Call list. A letter confirming account cancellation and a copy of customer's billing detail was mailed to the address on file.Kiwi Energy understands that choosing an energy supplier is not an easy process and we would like to apologize for the initial billing delay which was caused by the timing of the enrollment.  As a courtesy Kiwi Energy has approved an adjustment in the amount of $52.36 which represents the 10/**/2014 – 11/**/2014 gas and electricity supply costs.  Kiwi Energy reserves up to 7 days for processing. Additionally, a lower loyalty (variable) rate was approved for the final billing cycle.If you have any additional questions about your account, 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]

As addressed in the previous response, additional
communication was mailed via [redacted] to the address on file.  Kiwi Energy will reach out to the customer
via email and phone to confirm receipt.

Our enrollment records confirm that the customer has enrolled with Kiwi Energy for monthly 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. Our review process confirms that in addition to the application the customer has alsocompleted a recorded third party enrollment verification. During 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 account. As a onetime courtesy customer’s gas invoice will be re-rated based on 0.39 cents per therm.  Kiwi Energy reserves up to 30 days for check processing and delivery.

As requested, customer’s enrollment with Kiwi Energy has been cancelled and customer’s contact details were added to our Do Not Contact list.  In order for the enrollment application to be accepted, customers must complete third party recorded verification, this is done to promote transparency...

and to allow customers to once again review the key points of service. If at any point during the verification process the customer is unclear about one of the questions or answers NO, the verification agent will cancel the enrollment and report the incident to Kiwi Energy.  It appears that despite the instructions from the verification agent, the sales representative did not leave the premises.  Kiwi Energy has very strict policies about the enrollment verification process, this incident has been escalated to our senior management team. Kiwi Energy wishes to extend our sincere apology to the customer for any inconvenience this situation may have caused, we appreciate the feedback and we are taking appropriate steps to ensure sales 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], it took them this long to "cancel" my account, which I actually was able to do myself because they took too long. I still received at least 5 phone calls from the company not knowing I had cancelled my account.  The company should definitely be audited further. as this representative did this to the entire building which is full of alot of elderly people. 
Sincerely,
[redacted]

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 complaint. Please 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 cancelled. On behalf of Kiwi Energy please accept our sincere apology for any inconvenience this situation may have caused. Sincerely, Kiwi Energy Team

At Kiwi Energy we understand that choosing an energy supplier is an important process.  Before a new enrollment is accepted (in addition to written materials) customers have to complete recorded third party verification call.  During the enrollment verification call...

customers must agree to all key points of service including a statement about our monthly variable rate service.  Shortly after the enrollment is accepted, customers receive our welcome letter which includes another copy of the terms and conditions of service, cancellation policy, consumer bill of rights and other information about Kiwi Energy products and services.As noted, the customer agreed to enroll with Kiwi Energy for monthly 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 price charged for electricity used in January, for example, reflects the actual market costs experienced in January.  This has been well documented (See, Case [redacted] – [redacted] d/b/a [redacted] for Waiver of Tariff Rule 46.3.2, Order Granting Request For Waiver, issued January **, 2014) as the cost of natural gas has increased significantly due to a variety of market factors which Kiwi Energy has no control over.  Thus the prices charged by Kiwi Energy were consistent with current market conditions and costs.Kiwi Energy is working directly with the customer to resolve this dispute.

It is Kiwi Energy policy that all sales representatives are
required to identify themselves as representatives of Kiwi Energy an Energy
Service Company.  Sales representatives
are also required to display Kiwi Energy ID badge which clearly identifies Kiwi
Energy name, logo, phone number,...

agent’s name and photograph.   Any
violation of this policy will result in appropriate disciplinary action.This case was sent to the sales management team for further
review.  Kiwi Energy will reach out to
the customer to obtain additional details about this incident.Kiwi Energy would like to offer an apology for any inconvenience
this situation may have caused.

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 Energy. The 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]

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 one. Although 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] at ###-###-####.Sincerely, [redacted]

At Kiwi Energy we understand that choosing an energy supplier should be transparent and easy to understand process. That is why we provide our customers with several opportunities to review the enrollment.  At the point of sale the customer has to complete third party enrollment verification,...

during the verification call the customer has to verbally endorse his/her understanding of the key points of service.  A few days after the enrollment a welcome package which includes terms and conditions of service is sent to the customer’s address on file.   Account audit confirms that the third party verification has been accepted and on 2/**/15 a welcome letter including terms and conditions was sent to the address on file.  Another letter describing our loyalty program was mailed on 3/**/15. In regards to the sales representative, customer’s feedback was sent our quality assurance team for further review.   Based on customer’s statements, it appears that another household member has authorized the switch.  As requested, the enrollment with Kiwi Energy has been cancelled and a one-time courtesy adjustment has been applied, Kiwi Energy reserves up to 30 days for processing. 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 have determined that my complaint has NOT been resolved because:I've been told multiple different things by this company in this complaint and over the phone and frankly I don't feel I should be required to pay anything.  I was lied to from the beginning when a door to door salesman came to my home and blatently lied to me saying that Kiwi energy's rates were currently lower than [redacted]'s and making it sound like we would immediately be receiving a refund check instead of 12 months later.  The moment I found out what their ridiculous rates were and realized I had been scammed I immediately cancelled my service.  I was also told by both the door to door salesman AND the phone representative that there was no cancellation fee which is part of why I agreed to sign up in the first place but after going over my bill with an [redacted] representative I see cancellation fees for both gas and electric.  I was lied to from the beginning I was never showed any paperwork regarding current rates and the person who came to my door (and the lady who came months later who we turned away) both used deceitful and manipulative language to sell a product and outright lied about it opening the conversation with "We're going around to make sure people are getting the refund checks that were mailed about a month ago".  I already made a complaint to the company about that on October [redacted] 2014 which was never followed up on then to get this additional bill?  This is a scam company and it is ridiculous that after repeated lies and manipulation they would charge us anything at all...anything I signed was under false pretenses to begin with after their representative promised lower rates than [redacted] and promised an immediate refund check.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Kiwi Energy apologizes for the inconvenience. Our records show that on 03/**/16 during a routine quality assurance call per customer’s request the enrollment with Kiwi Energy was cancelled.  Based on customer’s feedback, it appears that the sales representative did not properly communicate...

about our services.  To prevent misinformation and provide customers with transparency during enrollment, at the point of sale customers must complete third party recorded verification call.  During the call, customers must acknowledge their understanding of key points of service, if the customer is unclear or does not want to move forward, the enrollment is cancelled.  Further enrollment review concludes that the customer completed the third party recorded verification and agreed to all main points of service. The customer also received a copy of the terms and conditions of service and another copy was mailed to the address on file. This account is now closed.

Representative came to door without proper introductions and got me through sign on process while forcing me to do a verbal "yes" to all of their answers in a hurried fashion. Irealised too late th at he s not supposed to be ptesent when tbis was being done. I also worry now about the safety of the information I had given out. Customer service is conveniently closed as well to immediately cancel the processing of this service

This Company are pretending to be [redacted] Natural Energy Supplier , they are knocking on random people doors telling them [redacted] sent them and asking for their [redacted] Bill and/or [redacted] Bill forcing them to sign Applications and telling them fees will be coming off their next meter bill and they will be getting a Reimbursement Check in 12 months, they're stealing People personal Information such as Names,Home Addresses and Account Numbers to profit off of Tenants, I know because I use to work for them thinking it was a good job and I quit once I heard two Indian ladies at my job got arrested for indentity theft they're FRAUD STEALING PEOPLE IDENTITY!! BEWARE!!!

Their address is [redacted] ,[redacted]

Telephone Number is ###-###-#### EXT [redacted] Report Corruption /Criminal Investigation

If you have been a victim ,here is their Address and The Website to do a Criminal Investigation on them as I did myself

Review: A salesperson knocked on my door, claiming to be from "[redacted]," and said that he needed to take a look at my [redacted] and [redacted] bills because I was not receiving the correct billing information. I assumed he was from either [redacted], [redacted], or [redacted], where I was currently enrolled for electricity. I showed him a [redacted] bill, where he pointed at an [redacted] message on the bill from [redacted], claiming that was a message from his company. I later learned that that was a lie. He then came into my home, and asked to use my cell phone to call his company to get "the issue resolved." He called Kiwi Energy, and gave them my account numbers for both [redacted] and [redacted]. He was switching both of my accounts to Kiwi Energy without fully explaining that he was doing so. He was using my cell phone and my computer to make the call and review my billing information.

Before making the call, he said that his company would call me back to verify all of the information, and that it should happen after he left. Once he was finished giving them all of my information, they said they would call back to verify with me, and that the salesperson should not be present. However, he then told me he was going to stick around to "verify that they got the correct confirmation number." So he stayed with me even though he was supposed to leave. The real reason he did not leave was to make sure I said "yes" whenever asked, and that the order went through. This is when I started to realize something shady was happening. He stood by and whispered to me what I should say to the person on the other line the entire length of the call. Then he hurriedly filled out some paperwork and asked me to sign it.

I had to spend hours on the phone afterwards with both [redacted] and [redacted] to make sure that they would put a block on Kiwi Energy from my accounts. I also called Kiwi Energy, and they said it would take two days before my information was in their system to cancel it.Desired Settlement: I've already called to cancel, but I want a written confirmation that my service was indeed cancelled. I would also ask that they stop sending salespeople posing as if they are from another company into people's homes. I was lucky to catch this early on, but I could see how others could be easily duped. This must be stopped.

Kiwi Energy has stated in their previous replies, "that’s why each new customer must complete a recorded third party enrollment verification." This is an unacceptable answer. During the entire length of the verification process call, the salesperson was in my home whispering to me what I needed to respond with.

Judging by the amount of similar complaints received within the last couple of years, Kiwi Energy will continue with this misleading practice, but I'm asking that they stop.

Business

Response:

As requested, customer’s enrollment with Kiwi Energy has been cancelled and customer’s contact details were added to our Do Not Contact list. In order for the enrollment application to be accepted, customers must complete third party recorded verification, this is done to promote transparency and to allow customers to once again review the key points of service. If at any point during the verification process the customer is unclear about one of the questions or answers NO, the verification agent will cancel the enrollment and report the incident to Kiwi Energy. It appears that despite the instructions from the verification agent, the sales representative did not leave the premises. Kiwi Energy has very strict policies about the enrollment verification process, this incident has been escalated to our senior management team. Kiwi Energy wishes to extend our sincere apology to the customer for any inconvenience this situation may have caused, we appreciate the feedback and we are taking appropriate steps to ensure sales compliance.

Consumer

Response:

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,

Business

Response:

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.