Verde Energy USA Inc.

We sent the customer the following email today
[redacted]
I received a copy of your Revdex.com inquiry and also saw the record of your call last Friday.
You
were on a fixed rate of $0.0869/KWH which ended in August 2014 and we
mailed a...

notification then that the rate was ending and that your rate
would be a monthly variable rate.  All variable rate customers can
contact us at any time and move to our then current fixed rate at no
cost.  Our current 4-month fixed rate for 100% renewable energy is
$0.1149/KWH.  If you would like to remain a Verde customer we can move
you to that rate and can also send you a refund check for $67.07 which
lowers your most recent bill to that rate.
Please let me know if you would like to do this.
Regards,
[redacted]

Complaint: [redacted]
 
I am
rejecting this response because:
 I see no
reason  why I should settle for less than
the amount that I expect to receive if I take my complaint to the  Small Claims Court.
The Terms and
Conditions Verde sent me with their August 2010 letter state:
1. Price: “...the rate may fluctuate with
month to month market conditions. Effective rate will not be higher than the
comparable rate from your local utility...”
Since Verde’s one
and only selling point was that they would always charge less than [redacted] I
cannot imagine that Verde ever believed that I would be willing to have Verde
as my supplier if they charged me more than [redacted]. 
Based on my
communications with Verde it is clear to me that it is Verde’s deliberate
policy to defraud the public by promising a lower price and, after a while,
raising the price above [redacted]’s, with the expectation that the customer
will never realize that he is paying more, rather than less than [redacted]
charges.
I Called the
local Small Claims Court and was told that I could expect the Court to award me
the full amount of the overcharges. I was also told that, if I am convinced
that it is Verde’s policy to defraud the public, I might consider contacting a
law firm that specializes in class actions.
Sincerely,
[redacted]

Our customer support staff spoke with Mr. Taylor earlier today.  His account was on a monthly variable rate which can increase based upon market conditions, and has increased based upon recent significant increases in energy supply costs.  We are providing him with a $301.35 refund on his...

last bill as a goodwill gesture and he was very appreciative of this.  The inquiry is resolved.

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]

REPLIED DIRECTLY TO CUSTOMER:Dear [redacted],This email is in response to the complaint you filed with the Revdex.com. For your reference, Verde utilizes a third party service provider to comply with all Federal and state telemarketing DNC regulations. All phone lists are scrubbed against the...

Federal DNC list and any state DNC list every 30 days. We also maintain an internal DNC list which contains the phone number of any person who asks to not be called again. I have added your phone number to our internal list:Phone NumberDate Added[redacted]8/22/2017You also mention that we are dialing an additional phone number, but you do not provide us with that number in your complaint. Please reply to this email letting me know any and all phone numbers the telemarketer used to reach you (your phone number). In the meantime, I do apologize for the negative experience. Thank you for taking the time to give us your feedback and we hope to hear back from you with confirmation on the phone number.Karen M[redacted]Customer Support |Verde Energy USA[redacted] | Norwalk, CT 06851

Emailed customer directly:
51);">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 USA
101 Merritt 7 | Second Floor | Norwalk, CT 06851

Our customer support staff has dealt with [redacted] Tomlin in regards to this account.  We provided the enrollment verification for the account, issued a $108.45 billing adjustment refund check, and dropped the account per the customer's request.  After additional correspondence we offered to...

provide another $100 billing adjustment check but have not heard from [redacted] is this is acceptable to resolve the inquiry.  This offer remains open

Complaint: [redacted]
I am rejecting this response because:
The rate that the company changed to is too high. If [redacted] does not require notification of an upcoming change in rate, I'll take that up with the state. However, Verde energy is charging an extremely high rate for the electricity provided in the state of [redacted] after their initial offer expires. This is a quote directly from the companies website. Electric rates have consistently decreased for all Verde Energy USA homes and businesses.This is not true. My rate almost doubled. How is that truth in advertising?
Sincerely,
[redacted]

Responded directly to customer rejection of settlement via e-mail
Dear [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.
Best,
[redacted]
Customer Support 
[redacted]

Responded directly to customer via email: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 Patricia enrolled the account with Verde Energy for a 4-month fixed rate of $0.1299/kwh. You received that...

rate for 4 billing cycles. After your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rate.  As requested, I am emailing you a voice recording of your enrollment with Verde Energy USA.Call Time: 1/12/2015 1:43:26 PM . I also see that you called our 800 number to cancel your account. We are waiting to hear back from [redacted] with a service end date.We are processing a $20.73 refund for the difference in rate from your highest billing. Verde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesy. As an additional courtesy, we have processed the $75 rebate that was available for you to take advantage of during the first 6-months of your enrollment. You should receive these checks in the mail within 10-15 business days.If you have any questions, please don't hesitate to reply to this email.   Karen M[redacted]Customer Support |Verde Energy USA[redacted]

Spoke to customer via phone call. Not interested in keeping Verde as supplier. Issued $25 rebate for gas enrollment and $50 rebate for electric enrollment. Both checks will be mailed directly to customer. Put in cancel request to [redacted], awaiting final usage date from utility.Cordially,Karen...

McVay

responded directly to customer: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] [redacted] [redacted]

Complaint: 10462339I am rejecting this response because:
I received nothing ON PAPER stating the rate that I would be paying and nothing was stated verbally when signing up.  All I heard that they were going to "save me money".   This is what I believe to be a predatory tactic.  I spoke to the rep and gave her screenshots of my billing statements.  I was told about the rate at the time of my complaint.  This is why I believe that there should be no further billing.  I would be willing to return the $75 rebate as long as I am excused from everything else.Sincerely,[redacted] %

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted] [redacted]
While he did not address the fact that we were not notified after 5 months of the new rate, the resolution is fine.

Replied via email 3/16/15
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;">Hi [redacted], 
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 $75 rebate that was part of the enrollment.
Best regards, 
** 
[redacted]
Customer Account Manager
Verde Energy USA
[redacted]

We sent the customer the following email today:
Hi Robin,
I reviewed your inquiry and your recent
calls to our customer service group.  I apologize for our staff not
being able to respond to you in a timely manner. 
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Our records indicate that we processed a drop request for
your account on 2/15/14 but we do not show the any record of the
1/23/14 drop that you noted in your inquiry.  Your account left service
with Verde as of your last bill on 3/24/14.
I will take your word for it that you tried to cancel on
1/23/14 which meant that your last bill would have been your 2/24/14
bill.  I looked at the usage for both your February (5,460 KWH at
$0.1499/KWH) and March (4,683 KWH at $0.1599/KWH) bills and we will send
you a billing adjustment check for $553.98 which brings the effective
rate for both of those bills down to our lowest PECO rate of
$0.0999/KWH.  You should receive your check in approximately 2 weeks.
Again, I apologize for the slow response to this issue.
Regards,
Tony Menchaca

We sent the customer the following email
Ms. [redacted],
I saw your recent inquiry.  Your phone number, [redacted],
will be added to our DNC list.  I apologize for you receiving...

calls,
our system screens out area codes outside of our state coverage but I do
not know why it did not screen out your number.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Hi [redacted],Your explanation does not seem to agree with my  billing.  You mentioned that the customer service representative provided me with the detail of my account since inception and that is not what I was charged.  That is not accurate.  I understand that you say the account is reviewed every February and the budget billing amount was adjusted but something still isn't correct.  The detail that I was provided showed budget billing adjustments plus an energy charge which totaled $340.81 this was since service start date 10/22/2011.  On my December 19, 2014 from my utility company I was charged $340.81 from Verde.  As I mentioned this is the total of the billing adjustments from 10/22/11 and energy charge from 11/15/14-12/15/14.  So I am very confused on how you can say that I wasn't being billed adjustments since inception.  What does the $340.81 represent then?
Sincerely,
[redacted]

We sent the following email:Mr. [redacted],
We received a copy of your recent
inquiry.  The municipality of [redacted] selected Verde Energy to serve
as the energy supply provider for residents beginning in November of
2014.  All residents received a mailing...

from the town notifying them of
this and indicating that they could opt out at any time.  For reference
we are providing electric supply at $0.0964/KWH which is below what you
would pay with [redacted]. If you would like to switch back to [redacted]'s higher rate you can contact them directly.Regards,Verde Energy

As you can see from the attachments we have handled this customer per their terms of service and have offered them $175 as good will payments.