Vaughn Used Cars

Dear [redacted] ,This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that you originally called Verde Energy May 19, and asked to have your rate switched from a variable rate, to a fixed rateAt that time the fixed rate we were offering was a $0.1399/kwh 6-month fixed rateWe did adjust your rate beginning on your May billAt this time, Verde is not required to contact [redacted] customers when their fixed rate is about to expire.As a one-time courtesy, I have processed a $refund for the difference in rate from the variable you were charged on your last seven bills, to the fixed rate at that timeYou should get that check within business days.I have adjusted your account to our current fixed rate of .1349/kwhYou should see that rate on your final bill with VerdeYour Verde Energy Account was cancelled and your service end date is 8/12/2015.Karen ***Customer Support | Verde Energy USA [redacted] ***

Dear Complaint Resolution Coordinator: Verde Energy is respectfully submitting for your review the following timeline and attachments in reference to complaint # [redacted] received on 06/8/at 3:22:PM Customer: [redacted] Service Address: *** [redacted] **, [redacted] , TX *** Enrollment ID: [redacted] Timeline On June 2, 2015, [redacted] created an enrollment to complete a switch to Verde Energy via Verde’s online enrollment portal On June 6, 2015, [redacted] called Verde’s customer care to inquire about her enrollmentMs [redacted] asked when she could create an online account A customer care representative stated she is active and she would be able to create an online account within a few daysThe customer care representative also informed Ms [redacted] that a switch can take anywhere from 0-business days to complete.On June 8, 2015, Ms [redacted] spoke to Verde’s customer care again about the same issueMs [redacted] requested to speak to a supervisorOn June 8, 2015, a customer care supervisor spoke to Ms [redacted] about the enrollmentMs [redacted] was upset about not having service with Verde Verde’s customer care supervisor apologized to the customer for the delay and explained Verde had system updates and enrollments during this time were delayedMs [redacted] was told she still had the option of cancelling the enrollment if she wished to do so without penaltyMs [redacted] stated she was not told about the standard switch time frame of – business daysMs [redacted] became irate and verbally abused Verde’s customer care supervisorOn June 8, 2015, the enrollment was cancelled per the customer’s request and Ms [redacted] does not owe Verde an invoice and remains with her current [redacted] providerOn June 8, 2015, Verde received an informal complaint on behalf of the customer Verde Energy processes standard switches with a time frame of – business days unless otherwise stated as a Moor Self-Selected SwitchVerde had system updates during the time of Ms***’s enrollment which caused a delay on completing the switchMs [redacted] stated she had no service in her complaint against VerdeDuring Ms***’s conversation with Verde’s customer care, she was informed not to end service with her current [redacted] provider and she would be switched to Verde without loss of power After reviewing Ms***’s [redacted] meter history via the [redacted] Council [redacted] website, a Move-out was not processed; this would end her [redacted] serviceIt is possible that Ms [redacted] was disconnected for non-payment by her current [redacted] provider Verde's representatives and employees are thoroughly trained on rules, regulations, and Verde's code of conductVerde’s employees have apologized due to the delay caused by the system update and Ms [redacted] did not receive any charges from Verde Energy Per Substantive Rule §(l), Verde is not aware of a switch-hold due to average payment plan or deferred payment plan at the customer's premise Per Substantive Rule §(g), Verde is not aware of a switch-hold due to tampering at the customer's premise If any additional information or documentation is required to support your investigation, please contact me directly; I would be glad to assist you Respectfully and Best Regards, Verde Energy

Please find the attached correspondence sent today, May 13thDear ***,
Upon receiving your Revdex.com complaint regarding our ESS program,
we have refunded your account in the amount of $and cancelled your
account today, May 13th. We
apologize for any confusion regarding your
account, your account will not be
charged going forward
Kind Regards,
Renee ***
Director of Customer Support | Verde Energy USA
Merritt | Second Floor | Norwalk, CT

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Though, I have not verified the fixed rate that Verde was supposed to have corrected with PSE&G has already been applied, I can only assume that the rate correction was already applied and should be reflected on the next PSE&G bill as Verde statedIf I have any further issues I will contact youThank you very much.Sincerely,*** ***

Dear Complaint
Resolution Coordinator:
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Verde Energy is respectfully submitting for your review the following
timeline and attachments in reference to complaint #[redacted] received on 07/24/
at 4:45:PM
Customer: [redacted]
G[redacted]
Service Address: 1[redacted] CIR TY[redacted]
Account Number: [redacted]
The following timeline expresses the actions during the time of [redacted]
G[redacted]'s complaint:
Timeline
-
On June 22, 2015,
Verde Energy mailed Bill# [redacted] to mailing address: [redacted]B CIR TYLER,
TX 7[redacted]-
-
On July 10, 2015,
MsG[redacted] called Verde's customer care and stated she did not receive her June
invoice via [redacted]Verde's customer care changed her bill mode preference to
receive bills via [redacted] and emailMsG[redacted] confirmed her email address at [redacted]suddenlink.netMsG[redacted] also made a payment of $
with a Visa credit card with Verde's customer care
-
On July 22, 2015,
Verde mailed and emailed Bill# [redacted] to MsG[redacted]'s mailing address and
email address
-
On July 24, 2015,
MsG[redacted] called Verde's customer care and stated she did not receive the July
invoice and requested to speak to a supervisorShe also stated she will file a
complaint with the Revdex.com about her complaintVerde's customer
care forwarded her request and apologized for not having a supervisor available
immediately
-
On July 24, 2015,
MsG[redacted] called again requesting to speak to a supervisor regarding her
complaintVerde's customer care stated her request to speak to a supervisor
has already been escalatedMsG[redacted] was upset that Verde did not have a
supervisor available immediately
-
On July 24, 2015,
Verde Energy received an informal complaint from [redacted] G[redacted] at 4:45:PM
-
On July 27, 2015,
Verde's customer care supervisor spoke to MsG[redacted] about her complaintVerde's
customer care supervisor apologized for the inconvenience and explained that
Verde is researching if there are any issues involving mailing invoices to
customersMsG[redacted] stated she prefers receiving bills by mail vs email
MsG[redacted]'s desired settlement is "to receive monthly paper statements
in a timely manner (~ to days) before the bill is due".
Verde Energy generates bills on a regular basis and mails invoices to
its customers through a third party print vendorAll invoices are mailed daily
according to mailing addresses provided on each accountVerde has not found an
issue with mailing invoices to customersAlso, Verde emails invoices as soon
as they generate in Verde's billing systemVerde successfully emailed MsG[redacted]
an invoice on 7/22/to the email address she provided at [redacted]suddenlink.netVerde values its customers and understands
customers must receive a monthly invoice
Verde's representatives and employees are thoroughly trained on rules,
regulations, and Verde's code of conductVerde's employees have apologized for
MsG[redacted]'s complaint and are actively working to resolve any possible mailing
issues
Per Substantive
Rule §(l), Verde is not aware of a switch-hold due to average payment
plan or deferred payment plan at the customer's premise. Per Substantive
Rule §(g), Verde is not aware of a switch-hold due to tampering at the
customer's premise
If any additional
information or documentation is required to support your investigation, please
contact me directly; I would be glad to assist you
Attachments:
Complaint Response
June Bill
July Bill
Respectfully and
Best Regards,
Verde Energy

Dear Complaint
Resolution Coordinator:
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Verde Energy is respectfully submitting for your review the following
timeline and attachments in reference to complaint #[redacted] received on 10/13/
at 3:PM
Customer: [redacted]
Service Address: [redacted] ST, MCALLEN TX [redacted]
Enrollment ID: [redacted]
Timeline
-
On
July 6, 2015, [redacted] emailed customer support at Verde Energy TX ([email protected])
regarding his rateHe was concerned about the high TDSP charges, stating other
companies do not have such high chargesHe requested to have his account
reviewed and a callback to explain his bill
-
On
July 7, 2015, a supervisor from Verde contacted Mr[redacted] to discuss his
current contract and chargesThe customer stated he was told TDSP charges
would not apply(Mr[redacted] had agreed to an unbundled plan of cents
per kWh with pass-through TDSP charges when he enrolled with Verde Energy in
April 2015.) The supervisor offered to
switch Mr[redacted] from an unbundled plan to a bundled plan where TDSP
charges are included in the energy priceThe customer stated he would call
Verde's customer service the next day to have his plan changed
-
On
July 8, 2015, a team lead from customer service contacted Mr[redacted] to
change his planHe verbally accepted Plan #at cents per kWh fixed
energy price for months, with a $monthly base chargeThis is a bundled
plan and inclusive of pass-through recurring TDSP charges. He also requested that his current bill, due
on July 9th, to be adjusted to reflect the new rate
-
On
July 9, 2015, Mr[redacted] contacted customer service to verify if Verde had
adjusted his billThe customer service representative escalated this request
to corporate for review
-
On
July 10, 2015, a supervisor from Verde called Mr[redacted] to notify him
that his plan was being adjustedShe informed the customer that no late fees
will be applied to the bill while his account is being updated
-
On
July 22, 2015, as a courtesy, Verde applied $in contract price adjustments
to Mr[redacted]'s current bill, which was due July 9, and had been invoiced
on June 23, on the unbundled rate planVerde also waived any late fees
and disconnect fees associated with this invoice periodA supervisor called
Mr[redacted] to inform him of the credits and he was very satisfied with the
solution
-
On
October 9, 2015, Mr[redacted] called Verde's customer service to dispute his
TDSP charge of $2.53, which he stated were not on his last two invoicesThe
agent advised the customer the fee was because the customer has a smart meter
The customer disputed this claiming he was told all TDSP charges would be
included in his planThe representative advised the customer to contact AEP to
inquire about the charges, however the customer insisted Verde make the call on
his behalfHe requested to speak with a supervisor; however none were
available at the time of his callMr[redacted] stated he would file a
complaint since the agent declined to transfer him to a supervisorHe also
informed the representative he would be filing a Revdex.com complaint against her as
well
-
On
October 10, 2015, a supervisor from Verde called Mr[redacted] to discuss his
TDSP fee disputeThe customer did not answer, and a voicemail was left to
return our call
-
On
October 10, 2015, Mr[redacted] spoke with a supervisor from Verde regarding
his TDSP fee disputeThe supervisor explained to the customer that the charge
is not a TDSP recurring charge. In fact,
it's the difference in the TDSP tariff rates which can change four times per
year. Mr[redacted] understood, however he stated
he was still going to submit a complaint because he wants Verde to investigate
the charge-
On
October 13, 2015, Verde received an informal complaint on behalf of the
customer
-
On
October 22, 2015, Verde verified that the line item charge is in fact the
difference between the approved TDSP charge at the time of the contract on July
8, ($0.039806) and the latest TDSP charge approved on September 1, 2015, ($0.041908)
time's usage.
Verde's representatives and employees are
thoroughly trained on rules, regulations, and Verde's code of conductThe
customer service agent who spoke to Mr[redacted] on October 9th,
and told him the charge was a smart-meter fee was incorrect This agent has been provided retraining on
this topic The supervisor on October 10th
did provide an accurate breakdown of TDSP tariff change charge and how it was
applied to his bill. Per Verde's
Electricity Facts Label and Terms of Service, this change in TDSP tariff rates
is permissible per the contract to be passed-through at cost. The calculation is the difference in the
tariff rate at the time of contract and the current tariff rate, times the
consumption
Applicable CPL Tariff rates at time of contract,
July 8, 2015: $
Applicable CPL Tariff rate, effective September
1, 2015: $
Difference:
$
Calculation:
$x (usage) = $
Verde has constructed all documents, notices, and
processes to be legally compliant, transparent and easy-to-understand to assure
clarity for our customersAs a gesture of goodwill Verde Energy has agreed to issue
a $courtesy credit to Mr[redacted]'s account, even though the disputed
charge is accurately reflected on his invoices
Per Substantive
Rule §(l), Verde is not aware of a switch-hold due to average payment
plan or deferred payment plan at the customer's premise. Per Substantive
Rule §(g), Verde is not aware of a switch-hold due to tampering at the
customer's premise
If any additional
information or documentation is required to support your investigation, please
contact me directly; I would be glad to assist you
Respectfully and
Best Regards,
Verde Energy
Attachment:
-
Complaint
response

emailed customer directly on August 19, 2015:Dear [redacted],This email is to apologize for the delay in getting you the Verde Energy refund check that was promised in July. I have processed a check to go directly to you from the bank and it will be for $329.96. Please feel free to reply back to this email if you have any questions or concerns and please accept my sincerest apologies for the delay.Karen [redacted]Customer Support | Verde Energy USA[redacted]

Dear Complaint
Resolution Coordinator:
 
Verde Energy is respectfully submitting
for your review the following timeline and attachments in reference to
complaint #[redacted] received on 06/8/2015 at 3:22:04 PM.
 
Customer: [redacted]
Service Address: 208
[redacted]...

[redacted], TX [redacted].
Enrollment ID: [redacted]
 
Timeline
On June 2, 2015, [redacted] created an enrollment to complete a
switch to Verde Energy via Verde’s online enrollment portal.  On June 6, 2015, [redacted] called Verde’s customer care to inquire
about her enrollment. Ms. [redacted] asked when she could create an online account.
A customer care representative stated she is active and she would be able to
create an online account within a few days. The customer care representative
also informed Ms. [redacted] that a switch can take anywhere from 0-7 business days
to complete.On June 8, 2015, Ms. [redacted] spoke to Verde’s customer care again about
the same issue. Ms. [redacted] requested to speak to a supervisor. On June 8, 2015, a customer care supervisor spoke to Ms. [redacted] about
the enrollment. Ms. [redacted] was upset about not having service with Verde.
Verde’s customer care supervisor apologized to the customer for the delay and
explained Verde had system updates and enrollments during this time were
delayed. Ms. [redacted] was told she still had the option of cancelling the
enrollment if she wished to do so without penalty. Ms. [redacted] stated she was not
told about the standard switch time frame of 0 – 7 business days. Ms. [redacted]
became irate and verbally abused Verde’s customer care supervisor. On June 8, 2015, the enrollment was cancelled per the customer’s
request and Ms. [redacted] does not owe Verde an invoice and remains with her
current [redacted] provider. On June 8, 2015, Verde received an informal complaint on behalf of the
customer.  Verde Energy processes standard switches with a
time frame of 0 – 7 business days unless otherwise stated as a Move-In or Self-Selected
Switch. Verde had system updates during the time of Ms. [redacted]’s enrollment
which caused a delay on completing the switch. Ms. [redacted] stated she had no
service in her complaint against Verde. During Ms. [redacted]’s conversation with
Verde’s customer care, she was informed not to end service with her current
[redacted] provider and she would be switched to Verde without loss of power.
After reviewing Ms. [redacted]’s [redacted] meter history via the [redacted]
Council [redacted] website, a Move-out was not processed; this would end
her [redacted] service. It is possible that Ms. [redacted] was disconnected for
non-payment by her current [redacted] provider.  Verde's representatives and employees are
thoroughly trained on rules, regulations, and Verde's code of conduct. Verde’s
employees have apologized due to the delay caused by the system update and Ms.
[redacted] did not receive any charges from Verde Energy. 
 
 
Per Substantive
Rule §25.480 (l), Verde is not aware of a switch-hold due to average payment
plan or deferred payment plan at the customer's premise.  Per Substantive
Rule §25.126 (g), Verde is not aware of a switch-hold due to tampering at the
customer's premise.
 
 
If any additional
information or documentation is required to support your investigation, please
contact me directly; I would be glad to assist you.
 
 
Respectfully and
Best Regards,
Verde Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Wednesday, August 19, 2015 2:10 PM To: drteam <[email protected]> Cc: [redacted] Subject: ID # [redacted]- Verde Energy USA Texas, LLC   Hello,             I have not received any check for $329.96 after the 15 business days that Verde stated would be sent. I was not sure how to respond to this. Please let me know if there is something further I must do. Thank you. Sincerely, [redacted]  
Regards,

Dear [redacted],This email is in response to the complaint you filed with the Revdex.com. I have looked up your account and see that you originally called Verde Energy May 19, 2014 and asked to have your rate switched from a variable rate, to a fixed rate. At that time the fixed rate we were...

offering was a $0.1399/kwh 6-month fixed rate. We did adjust your rate beginning on your May bill. At this time, Verde is not required to contact [redacted] customers when their fixed rate is about to expire.As a one-time courtesy, I have processed a $329.96 refund for the difference in rate from the variable you were charged on your last seven bills, to the fixed rate at that time. You should get that check within 15 business days.I have adjusted your account to our current fixed rate of .1349/kwh. You should see that rate on your final bill with Verde. Your Verde Energy Account was cancelled and your service end date is 8/12/2015.Karen [redacted]Customer Support | Verde Energy USA[redacted] [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
To whom it may concern,
  There are different untrue statements. First of all, all the waived fees
and late penalties were discussed before the due dates, it was NOT a favor from
Verde to waive them, it was a previous agreement. On the same matter, as of
last month and this month's charges, I told them I was not going to pay the
charges of TDSP plus the taxes for those charges (which is the reason for the
Revdex.com complaint), and I need to be sure I was not going to get disconnected or
get any fee of any kind, and the supervisor Jordan ([redacted]) said I would be NOT
disconnected or charged any fee, which I consider a verbal agreement.
 - On October 9,
2015, I never agreed with Verde contacted AEP on my behalf, I told Verde Energy
that my contract was with them, not AEP, and that is the reason I was not going
to contact AEP. Second of all, the complaint was not for not talking to a
supervisor, was because the charges were not removed as I consider them out of
the contract. I informed the representative that I would use her name in the
Revdex.com complaint to give the complaint credibility. I do not have anything against
anyone in particular. I even stated on the initial complaint that everyone was
very professional and kind, and I am surprised to hear this from a Verde
representative, very unethical from their side trying to make me sound
unreasonable.
 - TODAY, October 26,
2015 @ 2:21pm, two hours and twenty six minutes before I received the Revdex.com response, I received a called
from Veronica (her direct line is 713.255.2740, and she does not have employee
number because she said she is from corporate office), offering 25dls as
courtesy credit, but until I mention that I still needed a response for the Revdex.com
case she mention that they would still investigate and give a response, because
supposedly they DID NOT know at that time the resolution of such charges. She
also mention that she received along with the complaint a notification that I
wanted to change my electric service to a different provider and that I was very dissatisfied with the services,
which is completely NOT true, because I am happy with the service, and the conversations
with the representatives have been really pleasant. Veronica said that she was going to call me tomorrow Tuesday 26th, 2015 to give me an update of the Revdex.com resolution. I do not have the pleasure
to recognized the name of the person responding to this complaint, and he or
she seems to either be getting the wrong information, lying or unethically
altering the information he or she gets.
 I understand that
TDSP charges from CPL can vary, and that is the reason I moved to a contract
with FIXED charges that includes the TDSP. Verde agreed to keep the fixed
charge with no TDSP charges, but now as something NEW to me, never discussed by any representative
at the time of contract, TDSP charges are included again in my Verde bill. I do
not agree, because I was told I was NEVER going to see those TDSP charges and that is
what I want, without altering the rates agreed at time of contract.
 Regardless of the
disappointment of the representative answering this case, I like the service of
Verde energy and the representatives I have spoken with so far. This minor
issue I think can be resolved by accepting to remove the charges from the bill
for the rest of the contract.
 
Thank you and best regards,