Verde Energy USA Inc.

We sent the customer the following email today
[redacted],
I reviewed your recent inquiry.
[redacted] enrolled this account with Verde on 1/29/13 at 10:14 PM.  She provided an email of [redacted] and enrolled from [redacted] which is a [redacted] ISP.  Your account was on a variable rate offer
and the rate
increased due to significant increases in energy supply costs, not all
of which
were passed on to Verde customers.  Even though your account left
service with Verde on 5/14/14 we will issue you a billing adjustment
check for
$44.02 which lowers the rate on your April bill to $0.0869/KWH which was
also the rate we used to lower your actual May bill.  You should
receive your check in approximately 2 weeks.
Regards,
[redacted]
Verde Energy USA

responded via email to customer 4/16/15
Dear [redacted]
This email is in response to the rejection of our response through the Revdex.com. Our records indicate you applied/signed up with Verde Energy USA on 01/09/2015 and your account became active on 1/26/15. As you know, enrollments/cancellations are not immediately active, nor are rate changes. It doesn't happen instantly, the utility makes the adjustments and does all of our billing for us, and they do not make any changes in the middle of a billing cycle. I have calculated a refund for the difference in rate from the .1299 rate in which you agreed to at the time of your enrollment, to the .1149 rate in which you called to ask for later. We are issuing you a $37.39 refund check.
I have processed the $75 rebate that was available for you to take advantage of at the time of your activation with Verde. You should receive that check in the mail any day now.
 
I see that your account has been put in for cancellation and [redacted] has set 4/24/2015 as the service end date. Your final bill will show the fixed rate of .1149/kwh.
[redacted]
Customer Support | Verde Energy USA
[redacted] [redacted] [redacted]

replied via email 2/19/15:Dear [redacted],This email is in response to your call to our customer service center and your complaint filed with the Revdex.com. I have looked up the history of your account and have found the following: When you enrolled with Verde Energy USA, you enrolled in 2010 at a...

VARIABLE rate. You called to switch to a 6-MONTH FIXED rate on March 22, 2014. At that time, you were switched to a 6-month fixed rate, as explained to you in your Terms of Service, that rate would be fixed for 6 months, and then switch back to variable if we didn't hear from you. At that time, we issued you a $64.34 refund and an additional $25 rebate.We are processing a $96.73 refund for the difference in rate from your most recent billing cycle. Verde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesy. You should receive that check in the mail within 10-15 business days.I have also put in a Verde cancellation request to your utility. We have lowered your rate to our current fixed offer of $0.1149 for any remaining billing cycles with us. If you have any questions/concerns please don’t hesitate to reply to this e-mail.[redacted]Customer Support | Verde Energy USA[redacted]

Dear [redacted],You were contacted by Verde after you clicked "yes" on a banner advertisement that gave Verde's marketing partner permission to contact you to provide more information about our services in October 2016. After receiving your permission Verde contacted you in accordance with...

relevant laws. Verde only got through to you on one occasion and promptly honored your request to add your number, ###-###-####,  to our internal do not call list. Verde is committed to maintaining a strong, compliant, and customer friendly business. Thank you for bringing your concern to our attention.Regards, Karen M[redacted] Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

We sent the customer the following email:
We have reviewed your Revdex.com inquiry.  Your account left
service with Verde at the end of your lat billing cycle on 3/17/14.  The
rate increased in recent months because of record increases in
generation costs in...

PA and neighboring states.
Per your request we will send you a billing adjustment check for $70.  You should receive this in approximately 2 weeks.
Regards,
Tony Menchaca

We sent the customer the following response
[redacted],
You responded to a printed coupon offer
and called our 800# to enroll.  You were then mailed a welcome kit which
included the TOS that I sent previously indicating that you were on a
variable rate account. We have provided over $200 of refunds and cannot
provide any more adjustments.
[redacted]

Replied directly to customer via email dated 4/28/15:
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Dear [redacted],
This email is in response to your call to our customer service department. As requested, I am emailing you a voice recording of your enrollment with Verde Energy USA where it clearly states the terms of your service (price/kwh and fixed rate length)
Call Time: 8/12/2014 10:34:48 AM. 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 was returned to your utility on 4/20/2015. If you have any questions, please don't hesitate to reply to this email.
As a one-time courtesy, I am sending you a refund check for the difference in rate from the variable you were charged on your most recent bill, to the fixed rate of .0849. You should get your $46.20 check in the mail within 15 business days.
[redacted]
Customer Support | Verde Energy USA
[redacted]

Emailed customer directly: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 enrolled the account with Verde Energy in 2010. At that time, our rebate was set at $50 for new customers. I have processed...

that rebate, and I have also processed an additional $25 rebate. You should receive both of these checks within 15 business days.Your Verde Energy account has been cancelled and the last day you will be with us is 2/19/16.If you have any questions, please don't hesitate to reply to this email.  Karen M[redacted]Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

responded directly to customer:
51);">Dear [redacted]
 
This email is in response to the complaint you filed with the Revdex.com and your call to our customer service center. You and I spoke for over 45 minutes, where I crunched a bunch of numbers with you showing where Verde did indeed save you money and explained the terms of your service. I did put in a rate change request with your utility, however, since you cancelled your account 3 days later, the utility does not allow us to make any additional rate changes. I have issued you a $267.12 refund check for the difference in rate from the variable you paid on your most recent bill, to our current fixed rate of .1099/kwh. 
You should receive this check in the mail within 10-15 business days.
Your Verde Energy Account was cancelled and the last day you were with Verde was 2/22/16.
 
 
Karen M[redacted]
Customer Support |Verde Energy USA
[redacted]

The following email was sent to the customer todayMs. [redacted],Your check was issued at the end of last week so you should receive it in the mail this week.  I apologize for the delay.Regards,[redacted]

This e-mail is in response to your rejection of our settlement. We feel we made an equitable offer and consider the inquiry resolved.

Customer received and cashed $75 rebate. Added phone number to DNC.Master DNC List Search ResultsAdd DNC Record DNC Bulk Upload Download Master DNC ListPhone NumberDate Added[redacted]9/11/2015

Customer used our "chat" feature online yesterday (5/17/16) and we replied to them that we removed their phone number from our call list:I'm so sorry for the annoyance. I will have your number put on our do not call list immediately.Sent direct request to all our telemarketing groups as well as...

added phone number to DNC list:Phone NumberDate Added7[redacted]5/17/2016

copy of email sent on 2/10/15:
Dear [redacted]
 
This email is in response to your complaint filed with the Revdex.com. I have looked up your account and see that your fixed rate was for 6 months, as stated on your terms of service, your fixed rate will switch to the variable rate once...

the fixed rate term expires. After receiving the fixed rate for 7 months (one extra month) your fixed rate expired on 8/25/14. At this time, Verde is not required to contact MA customers when their rate is about to expire. 
I have processed a $80.52 refund for the difference in rate to our new .1299/kwh fixed rate on your last bill. You should get that check within 15 business days.
I see that your account with Verde Energy was cancelled and your last day with us was 12/29/14.
If you have any additional questions/concerns, please don't hesitate to reply to this email.
[redacted]%3

replied via email 3/18/15:
letter-spacing: normal; word-spacing: 0px; vertical-align: baseline; white-space: normal; -ms-word-break: normal; -ms-word-wrap: break-word; widows: 1; background-color: rgb(250, 250, 250); -webkit-text-stroke-width: 0px;">Dear [redacted],
This email is in response to the complaint you filed with the Revdex.com. When you enrolled with Verde Energy USA, you enrolled into a 3-MONTH FIXED rate. On 1/8/15 that fixed rate expired and per your terms of service, was automatically switched to our variable rate.
As a one time courtesy, we have issued you a $14.48 refund check for the difference in rate from the variable you paid on your most recent bill, to our transitional variable rate of .0899/kwh. Your account will be charged our current fixed rate of .0999/kwh on your last bill with us. 
You called on Feb. 25th, to cancel your account with Verde. Your Verde Energy Account was cancelled and the last day you will be with Verde is 4/07/15. Verde has no control over the final date you are with your third party supplier, that date is chosen by your utility.
[redacted]
Customer Support | Verde Energy USA
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The business practices of this company are unethical. I did not sign any contract for  variable rates with this company, rates were double what an ethical electric company charges. This company uses the bait and switch method of business, they lull you in with low rates and then slam you with higher rates with NO notice. I WOULD HAVE NEVER AGREED to a variable rate of electric. 
Sincerely,
[redacted]

We sent the customer the following email today:
[redacted],
We received your Revdex.com inquiry.  We mail
a notice via first class mail to CT customers when their fixed rate is
about to expire or if their variable rate is about to increase by more
than 25%.  The...

notice also lets the customer know that they can switch
to our existing fixed rate offer at any time (currently $0.1149/KWH 4
month fixed rate).  If you would like to enroll in our fixed rate offer
please call our customer support staff at ###-###-####.
Regards,
Verde Energy Customer Support

On two ocassions in the last week I have been contacted by this company and advised that they were set up by [redacted] to become my supplier at the beginning of the next month. I inquired if this had been a change set up by the company, they also stated that they would become the company as of 3/1/15. I contacted [redacted]. Who advised that this was untrue, this company is stating they need to confirm from last bill change HAS been made correctly. This company is using fraudulent business practices to lock people into a contract.

Left vm with customer. Cannot find any account searching under provided name, phone, address or email. Waiting for customer to call me back at my direct office number.
[redacted]
Verde Energy USA

Complaint: [redacted]
I am rejecting this response because: This is not acceptable. I never received a letter authorizing VERDE to become my energy supplier. Every month since May of 2013 Verde has been 40% or higher in their rates than [redacted] my original electric supplier. They claim the price the price to buy electricity is higher. If that is so, why is [redacted] always consistently lower. My losses for the 12 month period as compared to [redacted] energy was $440. However compared from May of 2013 to October 2014 they were approximately $650. Therefore, the $50 or $60 settlemenent which they are giving to anyone that complains is wrong. They say they are acting in good faith. In reality, they know if they offer anything, the Revdex.com will not lower their rating on the Revdex.com website. That is how the Revdex.com works and they know that. They really should have a F rating on the Revdex.com website based on all the number of complaints that VERDE has received. In fact I have not seen one , not one positive experience from any customer on any forum or third party website on the internet that has any good to say about Verde. However, Verde does list some unverified favorable comments from potential customers. However, these are possibly tainted, since they are not on a third party website.  I was switched from [redacted] to VERDE without my consent. This has happened to others also in New Jersey. This is why the [redacted] office is currently investigating Verde Energy for unfair business practices.This is noted currently on the **  [redacted] website. This is not wright.  This is not and isolated incident, I see their are hundreds if not thousands of customers that have overpaid on their bills due to this companies unfair business model. They basically can charge anything they want and get away with it.  They have found a loophole in the utility laws to make money deceptively. They advertise through their websites that they offer cheaper energy and compare them to other power companies. However, as many know as evidenced on their electric bills, that Verde is not giving out any deals to save on the electric bills.  Additionally, based on [redacted]'s  research site Verde Energy is not a large company, They are based out of Connecticut with 10 to 19 total employees. Additional they have 1 to 4 sales people in other states throughout the US , also according to [redacted]. 
The link below is the [redacted] press article. I have also attached [redacted] complain form for others to use if necessary.
[redacted]
Sincerely,
[redacted]