Kiwi Energy NY

Review: I advised the Revdex.com on 2/*/14, that Kiwi Energy had mis-lead me to believe they were affiliated with my current electric company. I have never received any written correspondence from this company indicating I'm a customer of theirs. On 3/*/14, Kiwi Energy agreed to refund me $97.89 via the Revdex.com because based on further review, they had identified that the mailing address they had was slightly different from my actual physical address. I contacted them via email on 4/* to find out the status and have received no word.Desired Settlement: Refund as they agreed to do on 3/*/13

Business

Response:

Kiwi Energy received the above referenced complaint and appreciates the opportunity to respond. Our records indicate that the customer has enrolled with Kiwi Energy on 11/**/2013. At the point of sale the customer was provided with a copy of the enrollment

application and terms and conditions of service. During the enrollment, the customer also completed independent third party voice verification where the verification agent confirmed customer's authorization. On 2/** during a follow up call we have agreed to pay $25 for any inconvenience resulting from the enrollment. The customer has accepted our terms and check #[redacted] was mailed on 2/**/14 to the address on file. Kiwi Energy has made few attempt to contact the customer to discuss additional concerns and have left messages.

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:

Please see the first complaint I submitted to the Revdex.com. On 3/*/14 Kiwi agreed to

refund $97 back to me. I never agreed to $25. This company is BAD. Stay away. They have been blowing me off for months and their "internal" audits aways seem to show no fault on their part. They've have made no attempts to contact me or make this right. I haven't even received the $25 they are claiming to have sent. Now that I placed several complaints, they want to act as though they did not agree to refund the $97.00.

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

Sincerely,

Business

Response:

Based on the customer inquiry, shortly after 4/**/14 Kiwi Energy has made attempts to contact the customer to discuss the incorrect mailing address. Kiwi Energy will re-issue the courtesy adjustment of $97.89 and will mail it to the address on file. The customer is encouraged to contact Kiwi Energy customer service line ###-###-#### as soon as possible to reconfirm the mailing address. The payment will be mailed by 5/**/14 via USPS registered mail, return receipt requested.

Review: on 10/**/2013 representatives of the company knocked on my door to offer clean energy services. I was already with another company (Green mountain energy) which offered me a comparative rate and I told them that unless they can offer me a better rate I am not interested. the representative Promised that I will get the same rate minus the Customer charger of $6.62 that I had with the other company. she explained that they are practically the same company only that Kiwi is serving Brooklyn which is why they waive the Charge as opposed to the other company who she claimed was based in Manhattan. I signed the contract and to my surprise when Dec' bill arrived I found out that the charge per KWH is 50% higher then what I was promised. (instead of 9.90c it was 14.4c). I called Kiwi Energy and spoke to a representative who said that the contract does not promise a fixed rate and that price can fluctuate. I told him that raising the price with 50% on my first bill cannot be considered a fluctuation. I spoke to [redacted] the [redacted] who tried to convince me that the rate that I get with them is competitive, I then told him that I would like to disconnect immediately. since it was in a middle of a biling cycle I had to wait for my next bill just to find out that this month I am already Paying 18.08c per KWH while the original company to which I signed up on the same date I disconnected from KIWI is going to charge me 9.4c fixed price.Two weeks ago representatives of Kiwi knocked on My neighbor door downstairs and at the same time that I was Paying 18c PerKWH they promise her that she will not pay more the 8c perKWH. when I confronted them they told me there is no way I pay that much and tried to convince her to sign the papers which she refused. this weekend my neighbor received a formal letter in the mail to inform her that she is now signed up with Kiwi energy for her electricity supply charges. I called again today and spoke to [redacted] and he insisted that their rates are the lowest in the market.Desired Settlement: I think that the sales rep are either being uninformed or instructed to lie to potential customers about the company policy and about the rates. I think that since my engagement with this company was under this fraudulent circumstances I should be refunded for my supply charges in full. the company promised competitive rates which it obviously could not deliver.

Business

Response:

Kiwi Energy received the above-referenced

customer complaint and appreciates the opportunity to respond.

At Kiwi Energy we employ a very

stringent quality assurance and training process designed to eliminate the

possibility for fraud and to convey our terms and conditions in a simple and

easy to understand language:

-Our employees, business partners, vendors and their employees must

successfully complete an initial training program. During training, sales

agents learn about the industry, Kiwi Energy products, procedures and code of

ethics. We also provide on-job training and hold daily team meetings.

- Before new enrolment applications are

accepted, every customer must complete and sign an enrollment application

outlining the terms and conditions. Additionally, every customer must

successfully complete a third party voice verification where they must agree to

a number of questions including “Do you understand that Kiwi Energy is not

(utility name), but is a deregulated company licensed with the state of New

York, Correct? Please say YES to confirm”, or that Kiwi Energy offer a variable price

product. Our in-house quality assurance

agent or supervisor will attempt to contact the customer to rate the sales

agent’s performance. Once the sale is processed, welcome packet is mailed with

terms and conditions and a consumer bill of rights and brochure explaining how

our product works.

Our internal audit confirms that the

customer completed the third party voice verification and has agreed to a

variable price product. To confirm the

enrollment, the customer was also sent a copy of our terms and conditions. Based on the information received we

were unable to confirm if the sales agent or customer service staff has misled

or misinformed the customer, however we

have added additional training and quality assurance resources to ensure clear communication methods. Additionally Kiwi Energy has issued

$50 customer satisfaction payment for any inconvenience.

We

wish to convey our sincere apology for any trouble this

situation may have caused and we highly appreciate the feedback.

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:"variable price product"

cannot mean that the provider can raise the price 100% in two month. also when representatives (for whom I have phone numbers available) are willing to swear that the price is between 8 and 9cent per kwh (these are the couple that knocked on my neighbor door) after I told them that I was paying 14c for the same program, I have to believe that the company is either misleading the representatives or encourage them to lie to the potential customers. I was already signed up with another ESCO company and KIWI representatives, to whom I open my door and let into my house, promised me that their price will be competitive while at the same time that I was charges 14c with them the rate at the other company ([redacted])was 9c per KWH. I would like to mention again that at the time I placed the call to KIWI and request to cancel my account I was already charged 18c per KWH which I found out only a month later when I received the bill. at the moment I am Paying 9.2c for a fixed rate with green mountain energy while the variable rate is even lower and closer to 8.9c. per KWH.

Review: Two people at my door represented themselves as [redacted] and told me how much I would save if I change to a certain plan. As reluctant as it sounds, I decided to agree, however, they asked for a billing account with a gas and electric bill. This is where I fell for the company's trap. Afterwards, they filled out the information without my consent, and told me to say yes to the respondent of the sales company, Kiwi Energy. I had no choice but to say yes, and afterwards, I was curious when they left. I researched 'Kiwi Energy' on the web, and showed the reviews in which caught my attention. It revealed that 'Kiwi Energy' was infamous for advertising scamming. Now, I didn't want the 5% deductible, because I didn't asked to switch to Kiwi Energy Services Company at all.Desired Settlement: I want to cancel the agreement with Kiwi Energy Services ENTIRELY in terms of gas and electric plans, and to switch back to my current electric bills/ gas bills. I want a apology from the company for attempting to forge my switch to this company. In addition, after I recieve the apology from the company, I do not want any source of contact with any of their representatives near my location. This will be my lesson learned the hard way.

Business

Response:

We are sorry to hear about this unpleasant experience, it appears that the sales representative failed to correctly explain our product. Kiwi Energy is an independent energy service company (ESCO) offering cleaner energy choices, we are not affiliated with the local utility. At the point of sale customers are required to complete a third party recoded verification, this is done to confirm customer’s understanding of our key points of service. If at any point during the verification call, customers are unsure or do not agree with any of the verification questions, the enrollment will be rejected. Our internal audit confirms that in this case the third party enrollment verification was completed and the sale was accepted. As per customer’s request this enrollment was cancelled, as a courtesy we have added customer’s details to our internal do not contact list. Once again we 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Kiwi Energy representative came my address, at the time my mother was at home who does not speak English well. My mother called me and asked me to speak to the representative and I did. The representative stated to me that she was with [redacted], the electric company. She stated that she is there to lower the bill because we were not properly charged by [redacted]. Then I asked at the end whether we would sign up to any plan with third party company that is not [redacted]. She reassured me that we would not. She spent an hour with my mother pushing the product and she would not leave even when my mother asked her to leave.Desired Settlement: There have been multiple companies in NYC doing this same exact thing. They misrepresent themselves as someone who they are not. What worse, the representative kept pushing the service on my mother for an hour, who does not English, well. She got my mother's signature through misrepresentation. She further tried to change service from the local gas company, NationalGrid, which is under my name. When the company contacted me, they told me that they were not with [redacted] not NationalGrid, and they would not cancel whatever subscription they sign me up to, without my signature, I am in Florida at the moment. These companies feed on misinformed and they disgust me.

I would love for these companies to be shut down but I know that will not happen. However, they need to be monitored closely for fraud and misrepresentation.

Business

Response:

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

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: the kiwi energy rep [redacted] come to my door on 6/**/2014, claim to be my energy company and want to offer lower rate on my electric and gas. she promise that I will received lower rate on my next bill.

but the bill I received on august(15.37 cent per Khw) is 50% higher than before (10.5 cent per Khw)

my cr is [redacted]Desired Settlement: please cancel my contract asap, I dont want to stay with kiwi energy.

Business

Response:

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). A third party recorded voice verification call must be completed, our records show that the customer has agreed to key points including variable rate service. However as courtesy, Kiwi Energy has agreed to adjust August and September (final bill cycle) supply costs based on 0.1050 cents p/kWh. Kiwi Energy reserves up to 30 days for processing.

Review: I live in a apartment complex and I am told that my National Grid bill is $700 for the month of January to February. I only have a two bedroom and most of the time I am at work. I am trying hard to fight with this because they did not let me know it was more expensive with them than to stay with National Grid as my supplier. When I asked about this they told me I was told the wrong thing and all they can do for me is send me a check for $100.00. I'm sorry but that is way to expensive of a bill for me to pay especially with my apartment being subsidized. I do not have it to be paying so much for wrong information being given to me by them. I was originally told by one of their representatives that I would receive the full difference of both suppliers but then they informed me that wasn't possible. It makes no sense with my bill and its seems fraudulent.Desired Settlement: All I want is for them to decrease my bill at least by $200-$220 for improper information and the schemes that were played on me. It is not possible for my bill to be $700 in one month. Its their fault why my bill is so high in the first place.

Business

Response:

Our internal audit confirms that the customer has authorized Kiwi Energy to supply electricity only. Kiwi Energy has further confirmed that at the point of sale the customer completed third party voice verification, and has reaffirmed key points of service. The customer has also received terms and conditions of service, consumer bill of rights, cancellation policy and a brochure outlining Kiwi 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 modified to reflect the current market costs associated with electricity commodity service. Thus, the price charged for electricity used in February, for example, reflects

the actual market costs experienced in February. As has been well documented ([redacted]) the cost of natural gas has increased significantly due to variety of market factors over which Kiwi has no control. Thus the prices charged by Kiwi were consistent with current market conditions

and costs. On 3/[redacted]/2014 the customer has accepted a courtesy adjustment of $110.03. Kiwi Energy reserves up to 30 days for processing. Kiwi Energy considers this matter resolved.

Review: The sales persons approached my house and although polite she was this sales person did not clearly identify who she was representing or the purpose of her solicitation. The young lady opened a binder and immediately began going over an energy bill presentation. This behavior lead me to believe she was with my parent energy company. The young lady requested a copy of my bill and told me she was there to verify my account information and that I was the account holder so that I could begin receiving a 7% rewards savings and discounts to my current bill. After some more dialogue with the young lady and now her male partner I was directed to take a call from a third party representative to complete the sign up. After not feeling totally secure in the experience I went online to research the company and found that my experience is a normal practice to switch customers energy service, based on the less then honest approach and numerous complaints regarding that same practice I do not feel confident in the companies ethical practice or lack thereof. I am formally requesting to cancel my agreement as I am still within the three day agreement cancellation period.Desired Settlement: The business needs to conduct better sales training for it's sales persons which would give a better reflection of the company and its business practices.

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.

Business

Response:

Our records confirm that on 10/**/15 the customer enrolled

with Kiwi Energy for gas and electricity.

A cancellation request was processed a day later. The account is now closed. Account audit confirms that the customer completed all required

enrollment steps. Before an enrollment

application can be accepted by Kiwi Energy, the customer MUST complete third

party recorded verification. During the verification

call the customer has to acknowledge several service related statements

including information about Kiwi Energy, rates and Cash Back program. If at any point during the verification call

the customer does not agree or is unclear about any of the verification

questions/statements the enrollment application will be rejected. All Kiwi Energy enrollment materials display

Kiwi Energy logo and contact information. The audit of the third party verification call confirms that

the customer agreed to all key points of service. Although the audit does not suggests any gaps

in the enrollment verification process, however the sales representative was

retrained.Kiwi Energy would like to extend an apology for

any inconvenience this situation may have caused.

Review: Kiwi says it will lower your electricity bill and provide clean energy by a significant amount, at least $20.

In fact, their rate was higher than what I was paying and I paid $20 more for my electric bill.

Had to switch back. They also came and solicited to my home and intruded into my home, wasted my time for 20 minutes selling lies.

The particular person was [redacted]. Call the cops if they get near your home.Desired Settlement: I want a $20 check to cover the increase in my last bill -- at least. However, that won't cover my new increased rate since I switched back to my old green provider, whose rate went up.

Please do an investigation of Kiwi Energy. They are flat-out liars.

Business

Response:

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.

Review: Kiwi Energy persistently sends sales reps to the address and pressures us to change energy providers. They misrepresent themselves as associates with my current energy supplier. The sales reps claim to want to view my bills to point out overages that we are being charged and in turn send us rebate checks. They use high pressure sales tactics and spread false information. I waste 15 minutes of my time trying to get them to leave every time they show up.Desired Settlement: Stop sending sales reps to my address. Do not call or mail us advertising materials. Cease all contact.

Business

Response:

We are sorry to hear that your experience with Kiwi Energy wasn’t a pleasant one. To improve customer satisfaction, Kiwi Energy has recently completed additional staff training. We have also added additional resources to our quality assurance team and we continue to closely monitor customer feedback.

As requested, Kiwi Energy has added your information to our Do Not Contact list.

If you have any additional questions or if you can provide us with additional information about this incident (i.e. agent name or ID number, date of the incident) we would love to hear from you. You can contact me directly at ###-###-####.

Sincerely,

Review: Representatives from [redacted] came to my doorstep after business hours and after Town hall closed. They initially stated that they were here to talk about the fact that on my energy bill I am being charged by my electric company for them choosing an ESCO every month. They insisted that they were signing people up to save them money on their bill and that they do not have a contract and there's no early termination fee, and that they could save you money every month. They also stated that they have a permit from the town to solicit you about this information, attempting to make themselves sound more official. Upon further prodding they stated that they are one of many ESCO's and similarly to the electric company they charge a variable rate based on the current market. When asked if they had any literature for me to look over they stated that I'd get all the information he just told me after I signed the enrollment paperwork, but that because each packet had it's own number on it he could not give me an enrollment packet to look over the information. The more I talked to him the more aggressive his sales tactics became. Eventually he conceded to giving me his business card, that I could call him if I decided to sign up for the service.Desired Settlement: I'd like no further contact with the company and removed from their list. Also in my opinion this company should provide information to consumers about what they're actually selling instead of using bait and switch tactics.

Business

Response:

.

Business

Response:

The customer is correct, the sales representative should have provided the customer with marketing brochures outlining our products and services. As part of our quality assurance process, we have conducted appropriate reviews, as a result all sales agents soliciting in the area were retained and their performance will be monitored. [redacted] would like to apologize for any inconvenience this situation may have caused.

Review: At approximately 6:30pm this Monday evening, June [redacted], 2015, my home doorbell rang and two young female representatives were at my door wearing IDs around their neck indicating they were employees of ESCO. I did not pick up the name of the woman at my door, but I did see that her photo and face did match. She proceeded to tell me that she was here to help customers of [redacted] and [redacted] save money and told me to get my utility bills. At my property, there are 2 [redacted] Accounts & [redacted] Accounts. I was willing to listen to what they were offering me and I did get my bills. The woman who rang my bell and asked for the bills also asked me for a chair and my telephone.I obliged her but I wish she would have told me how long this process would take since I was eating dinner with my husband when my bell rang. After copying all the account numbers and names on each account, she called an unavailable number from my phone and instructed me to answer "yes" to all the questions the man at the other end of the phone was asking me. When he asked me if I was given the agreement by his representative and did I agree to the terms of said agreement, I answered that I was not saying "yes" to any agreement I have not read. The woman rep was becoming infuriated with me because I would not answer "yes" to the terms of the agreement. After asking me several times the same question and the woman getting more and more incensed, the call was finally terminated. When that happened, the woman started calling me racially charged obscenities and knocked over my chair and I thought she was going to hit me. She was knot willing to return to me my utility bills. She was screaming loud (it was now 7:45 pm) and thankfully, the second woman who I think recognized how frightened I was, returned my bills to me. I was thankful that she behaved civilly and they both left the front of my house. The woman's response to my unwillingness to go along with her plan was unprofessional and shocking!Desired Settlement: I am a Senior Citizen and I have **. To be treated the way this woman treated me in front of my home was inexcusable. I had to contact [redacted] & [redacted] this evening to tell them what happened to me. They have assured me they put a block on all the accounts for my home. I cannot tell you how sick I am tonight while I am writing this complaint. I expect the Revdex.com will contact this business & let them know that their business tactics and lack of ethics are appalling. Please reply ASAP.

Business

Response:

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.

Review: SCAMMED.

a rep came to the house unsolicited; told us we were required by law to switch to kiwi; promising huge savings.

I am not gullible. I am skeptical of anything and everything 100% of the time; their scams are well designed & executed.

now it's been difficult to cancel kiwi service/ go back to what we had before. also they charged us astronomical hidden fees & charges we've never seen on our regular bill.Desired Settlement: I don't want to pay the exorbitant/arbitrary surcharges on our gas + elec bill; I want to cancel service with them indefinitely without cancellation fee.

I want them out of business (ideally!!!)

Business

Response:

Kiwi Energy received the above referenced complaint and appreciates the opportunity to respond. Due to invoice processing delay one month of customer’s supply charges was not included on bill generated around 1/**/2015. This means that the following month in addition to regular monthly supply charges the customer was billed for supply costs from 12/**/2014 to 01/**/2015 (previously not billed). It appears the customer’s primary complaint is of the increase in rates during recent months. The customer agreed to enroll with Kiwi Energy for monthly variable rate 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. There is no cancellation fees.As requested the account was cancelled and the customer was issued a one-time courtesy adjustment.

Review: KIWI stopped by my apartment when neither myself nor my room mate were home. Unfortunately, my boyfriend let him in. The KIWI rep lied and said that he was with [redacted] and that he he needed to switch us over to natural energy and that it was mandatory. He said that we received a letter in the mail from [redacted] explaining the situation, with our last statement (which never happened). My boyfriend, not knowing what was going on with our accounts, gave the rep our acct numbers, and then the rep said that he needed to sign the "receipt", which was actually a contract. This is the sleaziest sales tactics that I have ever heard of.Desired Settlement: gift card

Business

Response:

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

Review: On May *, 2014 a representative from KIWI arrived at my home and asked me to switch over to their company. He name is [redacted] ID# [redacted] shse stated that in 30 days I would receive a rebate check in the amount of $300.00. I called the company and ask when I will receive my check. They inform me that there was no check for $300 just a rebate card. So I ask the rep that the person lied to me and she admit she did and I ask for a [redacted]. I talked with the [redacted] and ask why they have people coming to homes with a lie.Desired Settlement: They company is responsible for their employees or the broker that gave out false information and should receive the check as told. Thank you.

Business

Response:

Before a new enrollment application is accepted by Kiwi Energy the customer must complete the following steps:

1. Complete an enrollment application (the customer is provided with a copy)

2. At the the point of sale the customer will also receive our terms and conditions of service, consumer bill of rights and cancellation policy (part of the enrollment application)

3. The customer must also complete a third party recorded voice verification. Duding the verification call the customer is asked a series of questions and must provide either Yes/No answers, i.e "Do you understand that Kiwi Energy is not the utility..." or "Do you understand that Kiwi Energy will pay you 5% cash back of your total supply costs after completing 12 consecutive billing months..." If at any point the customer did not understand the question or was provided with a different information the enrollment will be rejected. The verification process was designed to eliminate confusion and to confirm key points of service.

4. Shortly after enrollment, Kiwi Energy will mail a welcome letter along with the terms and conditions of service and a Kiwi Energy brochure to the address on file.

During the review of this complaint, Kiwi Energy was able to confirm that the customer has authorized Kiwi Energy to supply electricity and has also agreed to our terms and conditions. Kiwi Energy did agree to pay 5% cash back on the total supply costs after completing 12 consecutive billing cycles. Additionally the review of the sales agent's performance did not indicate similar behavior, however the sales agent is being closely monitored by our quality assurance team.

Kiwi Energy understands that choosing a new energy supplier is not an easy process. As a courtesy, Kiwi Energy will issue a loyalty adjustment of $50 towards the account. If there are any other questions, we encourage the customer to contact Kiwi Energy customer service at ###-###-####, and the call will be transferred to the [redacted].

Sincerely,

Kiwi Energy Team

The branch of Kiwi Energy in Buffalo NY called [redacted] is a total scam and a disgrace to the business. I am blown away that anyone would let that woman run a business. Horrible customer service.

Review: A representative from kiwi energy came to my home and very aggressively told me how [redacted] was costing me too much money and that they could guarantee me a locked in rate of 11 cents per kilowatt hour. At the time [redacted] was costing me 16 cents per hour. He told me that [redacted] was going to go up to no less than 28 to 30 cents per kilowatt hour starting Wooton the next 3 months. Stupidly I believed him. He called someone answered all questions and then asked me to just say yes at the end of the conversation to verify that I agreed to the terms. Looking back, I have no idea what he was saying yes to before he asked me too say yes to verify. Now my [redacted] charges this month was $179.79 and my kiwi charges are $214.33. Making my total bill $394.12. Since signing up with them my bills doubled. When I called them to cancel, they said they canceled my account. I have automatic payments on my [redacted] account. Not paying attention due to having a difficult pregnancy, I hadn't realized that kiwi was still on my bill. They never cancelled my account with them. So who knows how much money they have gotten from me. I want them off of my bill NOW. I feel like I have been robbed for the past few monthsDesired Settlement: I would either want the money I paid back, or for them to forward the money that has been paid to them directly to [redacted] as a credit

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). A third party recorded voice verification call must be completed; our records show that the customer has agreed to key points including variable rate service. As a courtesy, Kiwi Energy has agreed to adjust customer’s supply charges based on 11 cents p/kWh. Kiwi Energy reserves up to 30 days for processing from the receipt of the final meter read (10/**/14).

The cost of kwh went up on my first bill from kiwi energy. I terminated my account with them. I was told I would have to wait till the next scheduled meter reading. I was also told by customer service the rate will be lower until the meter was read.

Review: Unsolicited sales pitch at my doorstep under premise of checking [redacted] billing code.Desired Settlement: Kiwi is acting in an irresponsible manner. They were in the building because another tenant let them in. I was given to believe this person was checking the accuracy of my bill. Then he explained he was there with the ESCO. His contact was misleading. This practice must be stopped. It is an uninvited intrusion on my privacy.

Business

Response:

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.

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 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,

Business

Response:

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

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 worked for a local energy company for four+ years and heard many complaints against "ESCO's" in that time. My experience was identical to the complaints I'd heard, with the Kiwi employee gaining access by falsely identifying himself. Kiwi's suggestions on how they will rectify the situation is identical to what I heard over those four years. Nothing has changed. This company and others like it will continue to take advantage of unsuspecting and frightened consumers. No, I believe Kiwi has an opportunity to improve its operations and set the standard for ESCO sales training, and I see nothing, NOTHING NEW HERE. Their reesponse is the usual corporate ** and not to be believed.

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

Sincerely,

Review: Kiwi Energy did not provide gift cards and other offers as stated.Desired Settlement: Company should give gift cards and other offers as stated

Business

Response:

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

Review: A young man who said he is from [redacted] and they been trying to get in tough with me to ensure that I get my refundDesired Settlement: Dear All

A sales representative from ESCO/KIWI, misrepresented himself to get into my home and lied to me so I can sign a pager agreeing to switch my service, both Electric and Gas

He Said he was from [redacted] and they been trying to get in touch with me about a refund!

I Do Not Wish to switch my service! I also told the representative who called me on the phone that I must do my research first

I did my research and decided I don't want the service, please cancel any switching initiation

He was in my home today 01-**-15, and Im responding same day, that I don't want the service

Today is 01-**-15. well within the three days cooling off period

If this is not the correct method to stop this company from switching my service, please advise

My Address: [redacted] Cell: ###-###-####

Business

Response:

We are sorry to hear that your experience with the sales representative wasn’t a pleasant one. As requested, the enrollment with Kiwi Energy has been cancelled. As a courtesy we have suppressed all contact information from our marketing and sales lists. We understand that choosing an energy supplier may require additional review time, that is why the customer has 3 business days (not calendar days) to cancel. Any requests received outside of the business hours are processed on the next business day. Our offer is a monthly variable rate service with 5% Cash Back based on total supply costs payable after 12 consecutive billing months or 7% Ecogold Rewards which can be redeemed as soon as the customer has accumulated $25 (initial reward) and $50 thereafter. Our quality assurance team is currently conducting an audit for the sales agent in question; in the interim the agent was re-trained and is currently being monitored by the sales leadership and quality assurance team.

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, [redacted]