Kiwi Energy NY

Review: I am dissatisfied with how the service was forced upon me. I am within 3 days of contract but it is Friday night (March **,2015) and Kiwi is so conveniently closed until Monday which happens to be my busiest work day of the week. I work 8:30am until 9pm at night during this time of year for the entire week except for Fridays. Your representative came knocking on my door insisting I show her our [redacted] and [redacted] bills. I had just came home from work tired and your representative came knocking in my door. I live in private house shared and I thought it was my neighbor or landlord. She insisted that she was here to help me get my rebate and that [redacted] and [redacted] buy energy from their company which is false information. She also mentioned that I was gauranteed to save $25-$50 off my bill every month and get gift cards of cash back from both utility companies for overcharges and that is also false information. After researching your company policies and thinking how this all was misrepresented to me I do not want to do business with your company. I felt uncomfortable because I was trying to ask questions but she mentioned I was her last customer and she was late for meeting with her trainee and had to go. I am not comfortable with doing business with a company like this. She started filling out the app without my consent and then while doing the verification to get my supposed rebate I noticed she is filling out a form that says "Kiwi Energy." Originally she implying she works with NYC government representing an energy company she replied that my suppliers ([redacted] and [redacted]) get their energy from their company and that is false information. Moments after she left I decided I did not want to go through with it and caught up with her downstairs outside my apartment. I informed her that I would like to cancel this arrangement. She implied she could not do it at that time.Desired Settlement: I want this service canceled immediately for misrepresentation. I was clearly being misinformed/mislead of what the verification was for. It was clearly not from my same energy companies but for a different service.

Consumer

Response:

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,

Review: A representative of Kiwi went to my home promising that I would have a lower bill on my electrical and gas bill....not true at all. The last three months my electrical bill has been extremely high. I requested an explanation of why my bill was so high and they claimed that Kiwi's rate is 17.3 per kwh so at that time I phoned [redacted] and their rates were 10.3 per kwh. I didn't understand why Kiwi's rate was almost double. I asked them if there was anything they can do to be able to help me because one, their rate was too and two the bill was too high and they said no because once the bill was final there was nothing they can do for me. I phoned [redacted] to find out if there was anything they can do for me and they also said no that Kiwi was the only one that can make any adjustments to the bill. I called Kiwi multiple times and again was told that they can't do anything. [redacted] also mentioned that if I didn't pay my electric bill it would be cut off. I was forced to pay the $326 in August. Now in September I received yet another bill of $338 even though I cancelled with the Kiwi it takes two billing cycles. I called Kiwi again and heard the same story I did the prior month that they are not able to make any adjustments to my bill because it was billed already and they can't do anything about it. Also, I found really amazing when you call Kiwi regarding your concerns you can hear the representative eating, this is the type of courtesy you get from a company. I felt that they weren't even listening to what I had to say.Desired Settlement: I would like for Kiwi to match, at least, [redacted]'s rate and resend me a modified bill or pay me the difference.

Business

Response:

Kiwi Energy received the above referenced complaint and appreciates the opportunity to respond. Our records indicate that the customer has agreed to a 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 (gas or electricity).

Although the customer has agreed to a variable rate service, however, during a follow up call (9/**/2014) 12:12PM Kiwi Energy offered a courtesy adjustment for the September invoice at 0.11 cents p/kWh. Since the call was disconnected Kiwi Energy has made an attempt to reconnect and a voicemail was left with contact information. The customer did not call back.

Customer's supply costs billed by Kiwi Energy:

September - $153.86 + sales tax

August – 161.08 + sales tax

On 10/*/14 Kiwi Energy has issued a check in the amount of $43.64 which represents a courtesy adjustment based on 0.11 cents p/kWh. In efforts to promote good customer service we have authorized and additional courtesy adjustment in the amount of $58.78 towards the August invoice, Kiwi Energy reserves up to 30 days for processing. As per business rules the account was closed on 09/**/2014.

If there are any other questions, the customer is urged to contact Kiwi Energy customer service line and ask to speak with a [redacted].

Sincerely,

Kiwi Energy Team

Review: This company has send numerous representatives to the house to try and intimidate my elderly mother into changing her energy service provider. They recently sent a representative by the name of "[redacted]" who told her she would be in big trouble if she did not change her energy service provider immediately. He told her that [redacted] is no longer servicing her area and her service would be terminated immediately if she did not act quickly and sign up with Kiwi as the new energy provider. He also told her that she was being overcharged by [redacted] and that she was paying fees she did not have to pay.

This is outrageous and unethical. My mother is a senor citizen who speaks very limited English and does not read or write English. They should not be telling her lies to try and get her business.Desired Settlement: Immediately stop sending representatives to the house. Immediately stop soliciting and intimidating an elderly woman who does not understand what is going on.

Business

Response:

Kiwi Energy has received the above referenced complaint and appreciates the opportunity to respond. During an enrollment process, every new customer must complete third party recorded voice verification where the customer must agree to the key points of service. Shortly after enrollment, the customer will also receive a welcome letter with another copy of the terms and conditions of service, cancellation policy, the consumer bill of rights and a brochure outlining our services.

Account audit confirms that the customer has authorized Kiwi Energy to supply gas and electricity, two days after the enrollment a request to cancel was received and the account was closed. Although Kiwi Energy did not find any previous complaints for this agent, however based on customer’s feedback this agent was re-trained and his sales efforts are closely monitored by our quality assurance team. The customer was also placed on our Do Not Contact list.

We are deeply sorry for any inconvenience this situation may have caused and we appreciate the feedback.

Kiwi Energy Team

Review: Sales person came to the door saying he needed a copy of our gas and electric bills because we had a rebate coming to us. I got the bills and let him into the house so he could show me what we were paying extra on our bills. He then said he would fill out some papers so we could lower our bills. I take care of my mother and she was calling and wanted to know what was going on. I did not take the time to ask a lot of questions about the prices of the energy and electric changes he was making. I agreed to have him fill out the papers at the time and he did not give me enough time to think about it as I was busy with my mother. He made it sound like we had to do this to get the rebate. We never wanted to change suppliers . He came on a Friday about 4:30p.m. He left at 5:00p.m. It was done so quick I did not have time to think about what I was saying OK to. I only have three days to cancel. They do not open until Monday and I want to cancel now before they put anything threw.Desired Settlement: I want this contract canceled as of today 3-**-2015.

Business

Response:

As requested, on 3/**/2015 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.

Consumer

Response:

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,

Review: My wife was deceived by a door-to-door, predatory sales tactic employed by Kiwi. She had no idea what she was getting into and the people enrolled her against her will.Desired Settlement: I would like to be unsubscribed from any further service/contact by this company. Is it that easy to weasel their way into my energy agreement? Apparently so.

Business

Response:

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.

Review: While at home this afternoon I received a knock on the door of my apartment. When I opened the door a male by the name of "[redacted]" and a female were standing there claiming to be part of the ECSU and they demanded to see my [redacted] bill and National Grid bill and said I have been overpaying and they wanted to help me get money back. I am not sure how they even got into my building since I did not buzz them in. "[redacted]" said he needed to see my bills to make sure the special codes were on the bills that would entitle me to money back and a special rate going forward. He stated he needed to make sure my bills had this information so he could "call it in" and that the city sent him to check on the building because the building had ignored prior notices. When I said I needed time to look into what he was saying he became very pushy, took my bill from my hand and began copying my information down. He was extremely aggressive. I took the bill from him and asked him and the female he was with for their cards. He could not provide any documentation of who he was but gave me a flyer for Kiwi Energy. He claimed Kiwi was my energy provider.

At 9pm this evening my neighbor called the police because another man claiming the exact same thing tried to gain entry into the building and refused to leave.

I am concerned not only that this is a scam but why these people are trying so hard to gain access into my building.Desired Settlement: I do not want these people to come near me or my residence again. Additionally, I want to put them on your radar in the hope that other people do not get scammed into giving them any information. The sales tactic was overly aggressive, deceptive, and scary.

Business

Response:

We are very sorry to hear that your experience with Kiwi Energy wasn't a pleasant one. Based on the information received Kiwi Energy has investigated your complaint and appropriate corrective action was applied. Kiwi Energy is an energy supply company (ESCO) licensed by the state of New York to supply gas and electricity. Kiwi Energy offer includes competitive pricing on gas and electricity and a fantastic complimentary rewards program. Kiwi Energy will pay either 5% cash back or 7% in partner rewards. Additional terms do apply. For more information about our program we recommend that you visit our website at [redacted].

In efforts to maintain the highest standard of quality, Kiwi Energy has added additional resources to our training and quality assurance. If you have any other questions or suggestions please don't hesitate to call our customer service line at ###-###-#### and ask to speak to a [redacted].

Your feedback is greatly appreciated.

Sincerely,

Kiwi Energy

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: the resolution I am looking for is that Kiwi Energy never come to my door again. I also recommend that they change their deceptive and aggressive sales approach. I have read the other complaints filed with the Revdex.com and it's clear I am not the only person that had a negative experience. Thankfully I was smart enough to see it was a scam and made sure I didn't sign anything. Unfortunately, others were not so lucky. Many people complained of price increases and felt lied to by Kiwi sales associates. I don't believe my experience was an isolated incident. I only hope my complaint prevents future problems for other people. And if Kiwi is trying to sell cleaner energy this is a horrible way to sell your product.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Kiwi Energy representatives came to my house and tried to sale service to my family who has difficulty understanding English. I was reached by phone and the sales rep withhold information and lied about the nature of the visit then misguided my family in signing an application form that switch the supplier to them. We were told that nothing will change with the current gas and electricity accounts and that this was a "service by the government that is required by law" to give us a refund for having installed "new wires and meters." This company tries to trick people who obviously didn't understand the terms and conditions just to make a sale. I'd proactively called [redacted] and [redacted] to block and changes to our accounts. We'd also emailed [redacted] that we are cancelling this application.Desired Settlement: I am writing this on 12-**-15, the same day my family signed an application with Kiwi Energy in case of any kind of unauthorized bill arise from this company. We do not wish to change anything with our current account and we do not wish to be contacted by this company.

Business

Response:

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 review. Kiwi 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.

Consumer

Response:

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,

A Kiwi Energy rep gained access to my building by misrepresenting himself as being from [redacted]. I buzzed him in thinking he was an energy rep because my building is converting from oil to gas. I signed up hesitantly but minutes after confirming my sign up I googled the reps name only to find out he just did a year in prison for an identity theft scam ran out of Staten Island. How could Kiwi Energy allow someone who did time for identity theft to work for them getting sensitive information from people? What's to stop him from preying on the elderly like he did before? Please do better back ground checks Kiwi.

Review: I am an older single woman living alone in an apartment building. I opened my front door 7/**/14 and found a sales representative from Kiwi energy on my porch, who stated he was attempting to use the doorbell. I recognized him right away as a salesperson from an alternative energy company as I've been contacted by 3 other companies in these types of door to door sales. He did not identify himself as being a representative from Kiwi energy.

Standing at the door he asked me if I'd received my refund for energy services and implied that I should have received it. He implied that he already knew that I was eligible, but would give no written information to confirm this. I asked him if he had my name and he said I was "in the system." I told him I wasn't interested in my refund and he got sarcastic and patronizing, acting confused as to why I would be refusing a few hundred dollars that he implied was mine. I don't remember the exact amount that he said I was due to collect. Agreeing to listen further I went out on my porch and let him continue talking.

When I asked him for a business card he put me off and refused to give me a card. His name tag said [redacted] and did not identify him as a representative of Kiwi energy. He would not answer my direct questions. After my continued questioning he finally quickly said he represented Kiwi energy but didn't work for them, and continued to refuse my request for a business card so I could call the company directly and confirm that I was eligible for a refund check.

He seemed to get frustrated with me because of my questions, and when I asked him to leave he got mad. Because he would provide no other information for me to look at, besides someone else's energy bill with their name and address on it, I told him I didn't think it was legit and asked him to leave. He got obviously angry and said there was no need for me to be rude. I raised my voice and told him to get off my porch and not say anything else to me. He did leave but I felt like I had to escalate the situation to feel safe.

This isn't the first time I've been treated aggressively and rudely by an alternative energy provider trying to get me to agree to their agenda at my door. I did report this behavior to another company. It seems that these sales people are taught to be intimidating, aggressive and patronizing, and they do not graciously leave when asked to.

I do not want to hear from this company as I know they will continue their practices until something is done. If this happens again with any other representative, I will be calling the police and reporting them for harassment. It's frightening to be a woman alone dealing with these these rude, aggressive salespeople. A so-called professional who has a temper tantrum because you refuse their services should not be allowed to continue in sales. There's no way of knowing who they really are, especially when refusing to produce a business card or any other written documentation.Desired Settlement: This type of aggressive, unsolicited, high pressure, manipulative sales at someone's home should be illegal. The companies should be fined for these tactics.

Business

Response:

We are truly sorry to hear about your unpleasant experience with Kiwi Energy sales representative. Based on the information received, we were unable to identify the individual but we have identified the sales team that was working in your area.

Please note that we take complaints seriously. Based on your feedback we have retrained the entire team and our quality assurance team

continues to monitor compliance. We have also added your information to our Do Not Contact list.

If you have any other questions, please feel free to contact me directly at ###-###-####.

Sincerely,

Consumer

Response:

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. I truly hope that the sales associates for the company have been re-trained and that the high pressure sales tactics have been modified.

Sincerely,

Review: Two employees of Kiwi energy came to my door today claiming to be a brach of [redacted], I did not realize that they were not and signed up for their service. I want to cancel this service immediately. I put a block on [redacted]'s via [redacted] but fear that it was not fast enough.Desired Settlement: I want the service I was duped into signing up for canceled. I do not want this service.

Business

Response:

Kiwi Energy has reached out to the customer to discuss the enrollment. As 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 cancelled. To ensure compliance, both sales representatives have been retrained and their performance is closely monitored by our quality assurance team.

Review: This company sent a representative to my door to knock and claim they work with Con Edison (a reputable company) and insisted I show them my bill. They were relentless and would not leave my door until I signed a paper choosing them as my energy provider. I felt intimidated and signed so they would leave my door. They use aggressive marketing tactics.Desired Settlement: I don't want this company to continue marketing their company to people in this manner. I'm hoping they will be penalized so they will stop using these sales practices. It's intimidating to have a stranger bang on your door claiming to be another company and when you answer, they tell you who they are. It's deceptive at best.

Business

Response:

Kiwi Energy received the above referenced complaint and appreciates the opportunity to respond. Specifically, the customer claims that Kiwi Energy sales representative behavior was improper and intimidating. Although our internal audit did not find any other complaints but the agent was provided with additional development and training. As a result we have increased our quality assurance and training efforts. We regret that customer's recent experience with Kiwi Energy was a negative one. We work very hard to ensure that our sales teams adhere to high standard of quality. Kiwi Energy appreciates the feedback.

Review: I am very dissatisfied with how the service was forced upon me. I am within 3 days of contract but it is Friday night and Kiwi is so conveniently closed until Monday which happens to be my busiest work day of the week not to mention I am traveling for work. Your representative came knocking on my door when I wasn't home insisting to my younger brother to show him our [redacted] and [redacted] bills. Tonight Friday, January [redacted], I had just came home from work tired and your representative returned knocking in my door. I live in private house shared and I thought it was someone I knew and opened the door one of my inconsiderate neighbors must have left the door open. He insisted that he was here to help me get my rebate and that [redacted] and [redacted] buy energy from their company which is false information. He also mentioned that I was going to save $25-$50 off my bill every month and thats a lie. After researching your company policies and thinking how this all was misrepresented to me I do not want to do business with your company. I felt uncomfortable because I was trying to ask questions but he mentioned I was his last person and he was trying to get home to his family just working hard all day and cold. I am not comfortable with doing business with a company like this. He started filling out the app without my consent and then while doing the verification to get my so called rebate I finally see what he is filling out on the yellow form and it says Kiwi Energy when I first asked him if he was representing an energy company he replied that my suppliers get their energy from them and thats false info.9Desired Settlement: I want this service canceled immediately for misrepresentation and being misinformed of what the verification was for.

Business

Response:

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 services. Kiwi 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 3 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 application. Kiwi 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 read. You have chosen 7% Ecogold Rewards on the supply portion of your bill that is credited at either $25 or $50 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

Consumer

Response:

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,

Review: On [redacted], December [redacted], 2014, a several representatives from Kiwi Energy were canvassing my neighborhood on [redacted], [redacted]. Upon soliciting at my door, the representative did not have visual identification, introduced himself as someone from my energy supplier and [redacted]. Being cautious, I went to get my account information for the representative and the representative did not answer my questions on why they needed my information with only letting me know that they need it so that I may receive a rebate check. Upon further investigation, I found that the representative was filling out my information on an application form for Kiwi Energy without my consent. At that point, I had taken the form away from the Kiwi Representative (I can provide the name of the representative and the paperwork I had taken away from him that I tore up.) because I am already signed up with another competing energy provider. These actions violates my ESCO Consumer Bill of Rights ([redacted]). This representative misrepresented himself, misrepresented what he was doing, and committed fraud by filling out my name, address, and signature without my permission on a Kiwi Energy official form. Later in the night, another Kiwi Representative who was present when I told the other representative to leave, returned to my residence about an hour after the first one. I had instructed the subsequent representative to leave with the police being called and the representative finally left after making several noises (yelling words that I did not understand) towards my house. The [redacted], [redacted] police have been contacted and they are aware of the representatives tactics. In addition to filing a complaint with the Revdex.com, I will be filing a complaint with the [redacted] due to the ESCO Consumer Rights violations.Desired Settlement: I demand that my residence/neighborhood not to be canvassed by your representatives, your employees retrained in explaining their presence and what they are selling, ensure that your company is using honest practices and not impersonating my energy supplier ([redacted]) and energy servicer ([redacted]), my residence removed from all Kiwi marketing databases, and a written apology listing their course of action for this case.

Business

Response:

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

Consumer

Response:

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,

Review: They promised me if I sign up with them, I will save money from my utility bills and I help saving energy as well. And I just got more than $300 charged for [redacted]. My [redacted] bill never went up more than $80 before. So I called kiwi energy and the customer service representative was extreamly rude and said 'unfortunately' they forgot to charge me the energy fee for 4 months so thats why its that. Didn't apologize about the billing error they made and he kept being so rude, so I had to cancel my membership right away. And when I asked that I was supposed to save money on my bills using their service, not getting $226.71 charged for the supply fee all of sudden and here this ridiculous explanations, he told me to cancel the membership. And he said he can't do anything about the bill. This company is a scam.Desired Settlement: This company need to have a better customer service department who can solve the billing problems and apologize sincerely to me if they made mistakes over 4 months for billing. They shouldn't just charge $226.71 without any explanations, and tell me that was 'unfortunate'!!! The customer service representative said 'it was unfortunate. You are not listening. Did you hear what I said? Did you understand?' . Like I should understand how unfortunate to get $300 taken out from my bank account...? These guys are ghetto and scam.

Business

Response:

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

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:

[Your Answer Here]

I got a message from Kiwi energy that the bill was charged for 2 billing cycles, which I was told that was for 4 months from the rude customer representative. They have no records on how many months of bills they are charging me at once. They do not make any sense of explaining how my bill was charged by this. And 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 [redacted] and give me a refund, but [redacted] does not deal with Kiwi energy even though they charge me Kiwi's bill on my [redacted] bill, so they are re-charging me the entire bill plus $10 fee. Yes, 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 $226.71 from Kiwi Energy right away. This company is scam. And Im so traumatized by their customer representative, I do not want to call them again. They have lots of complains about how scammers they are online. And 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 acceptable. If 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 apology. They 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,

Business

Response:

In an email dated 5/**/15 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/**/14 to 5/*/15. The customer can verify the usage by comparing number of gas units used with the utility bills. The customer was also encouraged to contact Kiwi Energy [redacted] 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 charges. Please 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.

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:

[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.

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Sincerely,

Review: I was approached at my apartment by a sales rep from Kiwi Energy who lef me to believe he was an employee of ConEdison. He essentially strong armed me into signing up for the service which I thought originally was just a correction to my Electric bill. Before I realized what was going on, he had already contacted an agent on his end to begin my confirmation process. He filled all all of my paperwork none of which was provided to me to read.

During the confirmation process for which he was not supposed to be present, he made me take the call on speaker phone and tell the verification officer that he was no longer on the premises as well as some other lies and misinformation. I was uncomfortable but decided to continue with the process and would just correct it after the fact as I felt quite uncomfortable.Desired Settlement: Return my utility services back to ConEdison and National Grid and remove myself as a customer from Kiwi Energy

Business

Response:

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.

Consumer

Response:

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,

Review: A door-to-door representative from Kiwi Energy said, repeatedly, that they "are always lower" when asked about rates. After taking this repeated assurance to be the truth, contract was provisionally signed to switch to Kiwi. Afterwards, investigation revealed that Kiwi was over four times higher cost than RG&E, the supplier we had already had. We immediately cancelled the contract within 3 days and were assured by Kiwi on the phone that we would get a written postal letter confirming it from them. When no such letter arrived in a week, we called again and were told the same, to wait a week or 10 days. It has been weeks now and no letter. They lied to us twice.Desired Settlement: Written apology letter, from Kiwi, postal-mailed hard copy, to us, signed by a senior executive.

Business

Response:

The account audit confirms that on 9/*/15 the customer has enrolled for monthly variable rate service and on 9/*/15 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 Energy. During 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 rewards. If any portion of the verification is incomplete, then Kiwi Energy will not process the enrollment. Additionally, 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.

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:

1) The business' apology is

unsigned, without any name of a responsible executive being provided. My

complaint specifically asked for this. Furthermore, I specifically requested an apology by postal mail letter, not an email or website post. Kiwi's failure to offer either does not persuade me that they care all that much. 2) We did NOT receive any

letter from Kiwi confirming cancellation. We were twice told by Kiwi on the phone that we would,

and now for a third time told that we probably did. Let them send

another letter and we will see if they do. Then we can move to close the issue.

Is it really asking too much of a business for a simple written postal confirmation, along with an apology containing a real signature by a responsible executive?

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Sincerely,

Business

Response:

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.

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:Although repeatedly promised by Kiwi energy, to date we have not received a [redacted] written response. They have our correct address on the original contract.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I signed up for Kiwi Energy in August after being promised rates that were less than [redacted] and a refund check for services. I got the first bill in September and it was twice as much as [redacted] so I immediately called and cancelled...despite the sales woman trying really hard to get me not to. Our bills were normal without Kiwi energy in October and November and suddenly this month Kiwi energy is back on our bill for $137! We have a block on our gas and electric so no one can sign up for a different provider and no one did. A women from Kiwi was here a couple weeks ago trying to sell us the same line about a refund but I sent her away without so much as confirming my name and advised her not to come back because we weren't interested. I'm furious.Desired Settlement: I want the fraudulent charges removed from my [redacted] bill and as idea from a letter confirming this has been done I want to never ever see or speak with another saleperson from this extremely shady company. The amount for gas and electric is $132 and it needs to be credited immediately...before my bill is due. And again I'll say we cancelled Kiwi energy and WERE NOT BEING BILLED FOR MONTHS before they suddenly started billing us again.

Business

Response:

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

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'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,

Review: [redacted] of Kiwi energy came to my door and immediately said that he was from [redacted]. Knowing that there are multiple [redacted] companies, I asked him which [redacted] company? He replied, "yours. You have a refund coming to you. We left you a message about it and you didn't get back to us. so, that's why I'm here today. Go get your [redacted] bill!" When I asked to see his ID, he did held out his "[redacted]" ID and shook it in front of him. I told him to hold it still so that I may see his information. There was no indication of which company he worked for; only the word [redacted] in big prominent print across the top of the ID. I got my bill just to see which company I was with; I had forgotten. I saw that it was ____ company. I went back the door and asked [redacted] if he knew what my [redacted] company's name was. He then confessed that he didn't; that he was actually from Kiwi energy in Brooklyn. He then proceeded to belittle me by saying "Don't you read your bill?!" He was very aggressive and rude the entire time I was dealing with him; very demanding. I could see how some of the elderly in my neighborhood might have been scared into complying with him. So, I walked around the block to talk to some of the elderly residents. Sure enough, a couple who were home told me that the "[redacted]" representative had scared them, belittled them, and tricked them into handing him their [redacted] bill. Luckily, they did not sign anything.Desired Settlement: Stop contacting me. But, more importantly, stop these types of threatening, harassing sales tactics.

Business

Response:

Kiwi Energy received the above referenced complaint and appreciates the opportunity to respond. Specifically, the consumer claims that a Kiwi Energy representative did not identify which [redacted] they were representing and was aggressive and rude in their sales approach.

Kiwi Energy has extensive training for all door to door sales representatives with emphasis on proper identification and explanation of our company and product. It is not Kiwi Energy’s intention to trick or deceive any consumer into signing up with Kiwi without explicit informed consent. The ID badges that representatives must wear at all times have our company name (Kiwi Energy) in bold letters as well as [redacted] in bold letters to clearly show that the representative is not from the Utility company. Before a consumer is signed up with Kiwi Energy they must sign and agree to a paper contract outlining our terms, sign and agree to our statement of understanding which among other questions the consumer must agree to the following:

· Kiwi Energy is an independent Energy Service Company ([redacted]) licensed and based in the state of New York.

· Kiwi Energy is not affiliated with your local Utility or any other [redacted].

· By agreeing to switch to Kiwi Energy you will be transferring from your existing energy supplier to Kiwi Energy for your electricity and/or gas supply.

· Your representative has left you with a copy of this Statement of Understanding, your Sales Agreement - including the terms and conditions, Customer Disclosure Statement, [redacted] Consumer Bill of Rights, and Notice of Cancellation.

The consumer must also complete a third part verification where they are again asked a series of questions to ensure explicit informed consent and sent out all contract information again in a welcome packet clearing explaining who our company is and what we do.

In addition to this, Kiwi Energy also attempts to contact all customers that have enrolled within a few days of enrolment as a part of our Quality Assurance process. Once again we confirm the customers understanding of the offer and information presented to them to ensure that the information was correct. We have just reviewed this agents Quality Assurance results and there are no issues of concern until this complaint.

In light of this complaint, Kiwi Energy is completing a further investigation into the representative concerned. This investigation includes calling ten prior sales consumers that this representative has completed and asking a series of quality control questions regarding the sales process. If there is any negative outcome from our investigate then the sales representative will be suitably reprimanded. We will also be completed refresher training with the sales team regarding identification and sales approach at the door.

We wish to convey our sincere apology for any trouble or inconvenience this situation may have caused and we highly appreciate the feedback. Please do not hesitate to contact us directly at ###-###-#### if you have any additional questions in this matter.

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:

This is the typical corporate response. It states their rules and regulations, but does not state how they will follow up on correcting this behavior, nor do I suspect that they will correct their sales people's behavior. They can say all they want about what their rules are, but nothing will be done about the infractions, and nothing in their response indicates a willingness to do so. it is [redacted].

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I became a customer with Kiwi Energy in June 2015, when signing up for them to be my energy supplier I was supposed to receive a [redacted] gift card with up to $300 earning $50 for each month I was a customer for 6 months. I received a visit from the young man that signed me up in june last week on November [redacted] at about 8:00 pm asking me why haven't I been using my money on my [redacted] catd and I explained to him I never received it. He then started to call Kiwi Energy to see where my [redacted] gift card was and he asked for my original enrollment paperwork which he took and and was never returned to me. On November ** I received a letter in the mail from [redacted] stating that they have been notified by [redacted] that I will be leaving Kiwi Energy to go to [redacted] also lnown as [redacted]. I was extremely upset and disgusted that instead of this employee trying to help me, instead takes my paperwork and switches my energy supplier without my consent. I called [redacted] and explained what had happened and directed them to drop both companies as a possible supplier for me. They are very Fraudulent and wouldn't recommend either company to anyone!!!!Desired Settlement: I would like to know

A. Why did I not receive my [redacted] gift card

B. Why did the employee come to visit me at 8:00 pm

C. Why did the employee switch my supplier without my consent

I really need an explanation because I referred some very good people to this company and now I regret it.

Business

Response:

Our records

confirm that on 6/*/15 the customer agreed to enroll with Kiwi Energy. In addition

to the terms and conditions provided at the point of sale, another copy was

mailed to the address on file. Additionally, during a recorded sales confirmation call with a

third party verification company the customer verbally acknowledged to all key points

of service. The customer was provided with all appropriate disclosures regarding 7% Ecogold

Rewards. As outlined in the terms and conditions of service, Kiwi Energy agreed

to provide 7% Ecogold Rewards from the total supply costs as soon as the

customer has reached $25 (initial reward) and $50 thereafter. Since enrolling with Kiwi Energy the customer

has accumulated $22.33. Kiwi Energy

is not affiliated with any other Energy Service Company and cannot take

responsibility for enrollments with other suppliers. As

requested, the supply service with Kiwi Energy has been cancelled.

Review: Two representatives from Kiwi Energy came to my building. They did not say they were from Kiwi (though after much prodding they did), they instead opened with being with ESCO, showing badges and seemingly trying to give the impression that they were part of some official government entity.

They said that they came because no one at the building had contacted them despite repeated mentions in our utility bills, giving the impression that it was some necessary procedure that we had neglected to do. They then pressured me into seeing my electric bill so they could see some sort of information on it. It was quite vague. It involved promises of reimbursements I was missing out on.

After retreating to do a web search on what ESCO is and what Kiwi Energy is I eventually figured out they were simply one ESCO out of many, and they were trying to sell me their services. They never actually said this, and if I had been slightly less savvy or in more of a hurry I might have just filled out the form thinking it was something official.Desired Settlement: Kiwi Energy has a responsibility to represent themselves honestly, as a business that wants potential customers to choose them over other providers. They must be more upfront about what they are and what they are not.

Business

Response:

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.