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Verde Energy USA Inc.

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Reviews Verde Energy USA Inc.

Verde Energy USA Inc. Reviews (813)

Complaint: ***I am rejecting this response because:
Dear Ms*** ***
Thank you for your response to my dispute. I am still left with a few questionsWhy was I never contacted after I had called Verde to first report this when I was told I would receive a call within 3-business days? Next, can you provide proof that there was notification sent to *** customers stating the change? Also, can you provide proof that customers were provided with the option to stay with a fixed rate? I find your explanation confusing since one of your associates openly admitted that letters were not sent, I have records of my phone calls with Verde and you also have recordings of your phone calls that would prove this statement. In order for this dispute to be settled and to be ethical you should be offering to refund the months in which the variable rate has been in effect. If you are processing a refund for the last month, which is much appreciated, this sends up a red flag that your company knows there has been a discrepancy with communication to consumers and continued to charge a very high variable rate, which is wrong was the lowest rate I believe was charged to my account since I have been with Verde, which is astronomically high compared to what your fixed rates have beenI hope this is resolved soonSincerely,*** *** ***

We sent the customer the following email today:
*** ***
We received your inquiry.
Your account has been dropped per your request and will leave Verde
service at the end of the current billing cycle on 9/23/14. As a
goodwill gesture we will issue you a billing
adjustment check for $
which lowers the effective rate on your 7/2/and 8/bills to
$0.1099/KWH and will use this lower rate for your final bell in
September. You also received and cashed a $retention check earlier
this year
Regards,
*** ***
Verde Energy

Customer contacted Verde via email and was dealt with directly on June 4, 2015:
16.8999996185303px; word-break: normal; word-wrap: break-word; background-">(Thu, Jun at 9:AM)
Dear Sirs,
To date, no refund check was received(see below)
Please explain
Thank You*** *** ***
cell *** *** ***
(Thu, Jun at 11:AM)
Dear *** *** *
Thank you for your email.
address
** *** ***
state
*** *** **
zip
***
Is the address we have correct? Is there a unit number or apartment number?
Please let me know, as I'd be happy to re-issue you another check, but I want to be sure that it is mailed to the correct addressMuch thanks, and I'm so sorry for any inconvenienceIn the meantime, we just lowered our rates and are now offering a fixed rate, through your December billing, of $0.0899/kwhI have taken the liberty of adjusting your account to this new fixed rateIt will be good through your December billingPlease confirm the mailing addressThank you,
*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***
response back from customer:
(Thu, Jun at 11:AM)
Hi ***,
No apartment This is a single family householdThe actual name is *** *** - but the post office usually does not recognize the “ ‘ “ symbolhowever, we receive mail labeled *** *** or *** ***The address you have is correctThank you for the rate adjustmentRespectfully,
*** ***
Final response from Verde:
(Thu, Jun at 11:AM)
Thanks for the confirmationI'll have a check cut ASAPSo very sorry about the delay*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***

responded directly to customer: ">Dear *** ***
This email is in response to the complaint you filed with the Revdex.comI have looked up your electric account and see that it was enrolled with Verde Energy for a 12-month fixed rate of .1649/kwhYour gas account was enrolled with Verde Energy for a 6-month fixed rate of .6840/thermYou agreed to those rates and were billed at those ratesThe savings claim includes the rebates that we offered for those accountsI have issued you the $electric rebate check and the $25 gas rebate checkI have adjusted your rates to our current fixed offerings of .1499/kwh and .499/therm for any remaining billing cycles you are with Verde EnergyThe cancel date that PSEG has supplied to us are 3/16/for the electric account and 4/15/for the gas accountWe are processing two refund checks for your most recent bills: $for the difference in rate for the gas account and $for the difference in rate for the electric account. You should receive these checks in the mail within 10-business daysIf you have any questions, please don't hesitate to reply to this email
Karen M***
*** *** *** *** ***
*** *** * * *** *** * *** ** ***

We sent the customer the following email today
MsPrice,
I reviewed your Revdex.com inquiry and calls from the other day. Sorry for the delayed response on your calls
You
were enrolled in a variable rate offer which started at $0.0990/KWH
on
7/20/and did not change for over a year. The recent rate increases
were a result of record increases in energy supply costs
Your account has been dropped per your request and will leave
service with Verde at the end of the current billing cycle on 5/19/14.
We will send you a billing adjustment check for $which lowers the
effective rate on your 4/16/bill to $0.1049/KWH and we will use this
lower rate on your final bill in May. You should receive your check in
approximately weeks
Regards,
Tony Menchaca

Replied directly to customer via e-mail dated 5-12-15Dear *** ***,This e-mail is in response to your calls to our customer service center as well as the compliant you filed with the Revdex.com Verde is not required to ask customers at the time of enrollment if they are on a PIPP plan or any
other assistance plans However, if we are made aware by the customer at the time of enrollment that they are on a plan such as PIPP we may not be able to provide a discount to themIn this case we would most definitely make them aware of this situation. We also understand in some cases the utility will reject a customers enrollment with Verde if PIPP will be severely affectedWe are not able to refund any additional charges from your past bills as the electricity must be paid for.Your account was dropped on May 4thAdditionally, we processed your $ cash back rebate on May 6thPlease allow 7-business days to receive via ** ***Best,*** ***Customer Support | Verde Energy USA*** *** * * *** *** * *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***

On 5/22/15, I spoke with customer on the phone at lengthNo refund due for electric, as he was paying a lower rate than our mass market fixed rate
"line-height: 15.3636360168457px; background-">Issued refund for difference in rate for gas for billing cycles:
4/2/2015-5/1/and 3/3/2015-4/1/2015
Updated gas rate to .3999/therm for final gas billRefund Check Initiated for $Both accounts are cancelled*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

responded directly to customer via email:Dear M*** *** *** *** This email is in response to the complaint you filed with the Revdex.comIn March of 2013, all *** customers were switched to Verde Energy USAThis happened because *** sold their customer list to Verde Energy
and we began to provide you with electricity instead of RescomYou were notified by U.SMail in a letter from *** explaining the changeI have attached a sample copy of that letter to this email. Please also find a copy of the Terms of Service that was sent to you along with that *** letter. Your official service start date was 4/19/2013, and any electricity you used after that date was purchased for you by Verde Energy USAYou will see us listed as your provider starting with your bill dated around 5/20/The rate you were on during your stay with Verde Energy was VARIABLE which means that it changed from month-to-month. We have been informed by your utility company that your account will no longer utilize Verde Energy USA for the supply portion of your electric service.Your service will be returned to your utility on 10/21/We have lowered your rate to our current fixed rate of $0.1249/kwh for any remaining billing cycles with us. Verde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyOur policy for cancelled customers is to refund one month of usage to the current fixed rateVerde Energy is prepared to send you a check for the difference in rate from your most recent bill:1,334.00KH @ $(8/23/2016-9/21/2016)current fixed rate: .1249Refund calculated: $53.36Please reply to this email confirming the below information and I will have the $check processed when I hear back from you. *** *** *** *** ***NJ08226 Karen M***Customer Support |Verde Energy USAMerritt | Second Floor | Norwalk, CT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10057473, and find that this resolution is satisfactory to me
Sincerely,
Debra Taylor

Complaint: ***
I am rejecting this response because:
Verde Energy has NOT made any offers or come up with any solutions to rectify the matterThe $dollar rebate is something they offer to ALL NEW CUSTOMERS, I could've gotten that regardless of the situation! Processing it really didn't do me any favors!! They really should do the right thing!!!
Sincerely,
*** ***

Replied directly to customer via email:
Dear *** ***This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that your account was enrolled with Verde when *** *** sold their customer list to Verde EnergyYou were
notified of this change through the mail February/March of I have attached samples of the documents that were sent at that time.As requested, I have put your phone number on our Do Not Call list and your number will no longer be dialed by our telemarketers.Phone NumberDate Added***511/18/2016We are processing a $refund for the difference in rate from your highest billingVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyYou should receive this check in the mail within 10-business days.If you have any questions, please don't hesitate to reply to this email.Karen M***Customer Support | Verde Energy USA*** *** * * *** *** * *** ** ***

We sent the customer the following email today
***,
We received a copy of your
inquiry. Your account is enrolled in a 3-month fixed rate off of
$0.0779/KWH. As per the notice in February this will move to a fixed
rate of $0.1259/KWH thru
November 2015. For reference the *** rate
is now $0.1263/KWHYou can cancel this offer at any time with no penalty by calling ###-###-####Verde Energy Customer Support

Replied via email 3/16/15Hi ***, I can see that your cancellation has been processed, however your service with Verde had begun on March 3rd, nearly a week prior to your call There is no way to back date a cancellation and the utility now processes the drop based on your meter reading
schedule Since you will be with Verde for the month I can process the $rebate that was part of the enrollment.Best regards, **
*** ***Customer Account ManagerVerde Energy USA*** *** *
*** ** ***

Spoke to customer and agreed that we would refund her the difference in rate to the *** rate during her time with Verde EnergyThe refund will be mailed by check at end of August, after her 8/21/final bill** *** has agreed to this decision

Responded via email 6/12/15:Dear *** ***This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that a new check was mailed out directly from the bank on 6/11/The check is being mailed
to:fname***lname***email***address*** *** **state*** **zip***Please allow business days for the check to find its way to your mailboxI apologize for any inconvenience
*** ***Customer Support | Verde Energy USA*** *** * * *** *** * *** ** ***

Replied via email directly to customer on 4/24/15:Dear *** ***,This email is in response to your calls to our customer service center as well as the complaint you filed with the Revdex.comI have listened to the recording of the phone call you made on March and the operator does quote
the correct fixed rate of .1599/kwh, but later in the conversation she does confirm that you were paying .1199/kwh and that can be misunderstood to be a quote that you would be reimbursed for that amountI have calculated a refund for the difference in rate from the variable you paid to the fixed rate of .1199/kwh, which would be $63.12, minus the $we have already paid and I am having a check mailed to you for $Please allow 10-business days for that check to reach you.*** ***
*** *** * *** *** ***
*** *** * * *** *** * *** ** ***

We sent the customer the following email
MrSchneider,
I have reviewed your Revdex.com inquiry and inquiry with our customer support group
You
were enrolled in a variable rate offer which started at $0.0929/KWH in
October
2011, dropped to $0.0850/KWH in January and stayed at this
lower rate until energy costs began to increase late last year. We have
entered two billing adjustment checks into our system within the past
week, $and $85.19, to lower the rate on of your recent bills to
$0.0869/KWH. You should receive these checks within days. Your
account has also been enrolled in our month fixed rate of $0.0869/KWH
for 100% renewable energy
I think these adjustments are very equitable in the context of
the years of savings you experienced, the $rebate check you
received in January 2012, and that the $0.0869/KWH rate is below the
current UI rate which is likely to increase further in July
Regards,
Tony Menchaca

Responded directly to customer via e-mail Dear *** ***,This e-mail is in response to your rejection of our settlement We feel we made an equitable offer and consider the inquiry resolved.Best,*** ***Customer Support Verde Energy USA*** *** * * *** *** * *** ** ***

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Description: Energy Conservation Products & Services, Energy Management & Conservation Consultant, Electric Companies, Environmental Consulting Services (NAICS: 541620)

Address: 101 Merritt 7 Ste 2, Norwalk, Connecticut, United States, 06851-1060

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