Verde Energy USA Inc.

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]

Complaint: [redacted]
I am rejecting this response because:The last time, I accepted the response before receiving the payment, and this was incorrect, as no payment was ever made.This instance, I will only accept the response when the payment is received.  This is reasonable.Thank You.
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,
Govind Vinjamuri
p.s. I really appreciate the service provided by Revdex.com. It's such a relief to know that there's an agency that you can go to for problem resolution.

We sent the following email to the customer
Mr. Gregory,
I reviewed your inquiry.  Your
account with Verde was dropped per your request and left service on
1/24/14.  That charge of $23.20 was for your last bill and there have
been...

no Verde charges since then.
Regards,
Tony Menchaca

The customer also contacted the [redacted].  We have provided the [redacted] with a verification of her enrollment.  The account was in service with Verde from 5/9/14 to 10/8/14

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,
Andy Christian

Complaint: [redacted]
I am rejecting this response because:  I am trying to get them to remove a different number from their list.  Maybe I didn't include it, but ([redacted] is also on the DO NOT CALL list.  This is the number I am having trouble with.  Calls may have been agreed to through a third party via a questionnaire.  Please see to it that my cell number is taken off of their list without me having to answer my cell.  ([redacted]  Thank you. 
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.
I recently opened a case ([redacted]) against Verde Energy on 9/11/14. They answered me on 9/12/14 and offered a settlement of 35.04. I wish to accept the offer but have not received any other notice from the Revdex.com about it. I called the Revdex.com in Ct. today and they said to email this address to finalize it so that I can receive the check. I will also try to end it online but don't know how successful I will be. Please email me or call [redacted] and let me know if I have done this correctly and if there is anything else to be done. Thank you for your help and time. Take care, 
Sincerely,
[redacted]

Added phone to DNCMaster DNC List Search ResultsAdd DNC Record DNC Bulk Upload Download Master DNC ListPhone NumberDate Added[redacted]9/11/2015

Responded directly to customer's email address on 6/29/16Dear [redacted] [redacted] This email is in response to the complaint you filed with the Revdex.com. I have searched your phone number in our outbound call database and while I do find that we have called your phone number, I did not find...

any instances where you actually picked up the phone. I will also add that we do not sell solar panels, we are a 3rd party electric supplier, so perhaps you have our phone number confused with a different caller that is trying to sell solar panels.That aside, I have added your phone number ###-###-#### to our do not call list and you will no longer receive solicitations from Verde Energy USA. Please feel free to reply to this email if you have any questions/concerns.All my best to you,Karen  Karen McVay Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

Their fixed rate actually remained higher than my utility company. After the fixed rate expired, the rate per kWh ended up 5x (500%!!!) higher than my utility company. After two years of having them as my supplier I calculated that they actually cost my $1350 more than if I had just remained with my power company!!!

I was sent 3 notices dated 12/30 (received 1/3), 1/1 (received 1/5) and a second notice dated 1/1 (received 1/8).  While the company failed to provide proper notice within the guidelines of the contract, the offer to refund the difference in rate so that the rate will be a $.098/kWh rate is acceptable.
I will monitor the circumstances with the energy supplier for my bill in the next month and follow up with Verde Energy for any further details as necessary.  If a refund is deserved and Verde's actions prove unsatisfactory I will re-open the case.

emailed reply on 3/11/15:
text-indent: 0px; letter-spacing: normal; word-spacing: 0px; vertical-align: baseline; white-space: normal; -ms-word-break: normal; -ms-word-wrap: break-word; background-color: rgb(255, 255, 255); -webkit-text-stroke-width: 0px;">Dear [redacted],
 
This email is in response to the complaint you filed with the Revdex.com. I have tried to call your cell phone, per your request to our toll-free operator, but there is no answer and no ability for me to leave a message. 
The first call we ever received from you is on Tuesday, March 3rd, where you claim that you had called earlier in January and been promised a fixed rate of .0899/kwh (your Revdex.com complaint quotes .085/kwh). I have done a complete search for incoming calls to our 800 office and see no other calls before March 3, 2015. 
Verde Energy has NEVER offered [redacted] customers a rate of .0899/kwh (nor .085/kwh). If you called before March 3rd, the rate you would have been offered was .1149/kwh. I have adjusted your account to that 4-month fixed rate of .1149/kwh and issued you a refund of $78.76 for the difference in the variable you paid to this fixed rate, for the billing cycle 1/8/15-2/5/15. As a courtesy, I have also processed the $50 rebate that was available for you to take advantage of during the first 6-months of your enrollment. You should get your checks in the mail within 15 business days.
The .1149/kwh rate is fixed for 4 months. Your rate will automatically switch to our variable rate at the end of that 4-month period. You will need to contact us again if you want to avoid switching back to the variable rate. It sometimes takes the utility two billing cycles to adjust your rate, so please contact us again if your rate is not .1149/kwh on your 2/6/15-3/6/15 bill.
 
If you have any questions/concerns please feel free to reply to this email.
[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 find that this resolution is satisfactory to me.
Sincerely,
William Jones

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.
I recently opened a case ([redacted]) against Verde Energy on 9/11/14. They answered me on 9/12/14 and offered a settlement of 35.04. I wish to accept the offer but have not received any other notice from the Revdex.com about it. I called the Revdex.com in Ct. today and they said to email this address to finalize it so that I can receive the check. I will also try to end it online but don't know how successful I will be. Please email me or call [redacted] and let me know if I have done this correctly and if there is anything else to be done. Thank you for your help and time. Take care, 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10033865, and find that this resolution is satisfactory to me.
Sincerely,
Cindy Kaminski

emailed response on 2/23/15:
Dear [redacted],
This email is in response to your Revdex.com complaint. In March of 2013, all[redacted] customers were switched to Verde Energy USA. This happened because [redacted] sold their customer list to Verde Energy and we began to provide you with electricity...

instead of [redacted]. You were notified by[redacted] in a letter from [redacted] explaining the change. 
Your official service start date was 3/5/2013, and any electricity you used after that date was purchased for you by Verde Energy USA. You will see us listed as your provider starting with your bill dated around 4/5/2013.
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 4/07/2015. We have lowered your rate to our fixed offer of $0.1199/kwh for any remaining billing cycles with us. There is no cancel fee.
We are processing a $44.48 refund. That refund was calculated using your recent billing from us and multiplying your usage (593kwh) by the fixed rate (.1199) and giving you the difference from what you were originally charged. You should receive that check in the mail within 10-15 business days.
[redacted]
Customer Support | Verde Energy USA
[redacted]

Responded directly to customer via email 10/6/15:
color: rgb(51, 51, 51);">Dear [redacted],
 
This email is in response to the complaint you filed with the Revdex.com, and to follow up with the call we had this morning. 
I have looked up your account and see that in October of 2014 you switched to a 4-month fixed rate of .1399, which you agree you received from 10/17/2014-2/18/15. After that time, your account was switched back to the variable rate. If you take a look at the Terms of Service that was mailed to you in October, 2014, you can see that the fixed rate was for 4 months and that after 4 months, your rate would automatically switch over to the variable rate. All customers are welcome to call our toll-free number when their fixed rate is about to expire, and they can sign up for another fixed rate, or go to a different supplier. There is no cancellation fee and no contract (minimum stay) with Verde Energy.
We have done the following:
$82.53 refund check (which you have received) for the following two billing cycles: 
 
1,378.00KH @ $0.1699 (8/19/2015-9/17/2015) refund to .1649/kwh rate
09/18/2015
08/19/2015
09/17/2015
$234.12
2,161.00KH @ $0.1699 (7/21/2015-8/18/2015) refund to .1349/kwh rate
08/19/2015
07/21/2015
08/18/2015
$367.15
After speaking with one of the owners of the company about your complaint (as promised) I have been authorized to issue you an additional $101.64 refund check for the following two billing cycles:
1,205.00KH @ $0.1699 (5/20/2015-6/18/2015) refund to .1349/kwh rate
06/19/2015
05/20/2015
06/18/2015
$204.73
1,699.00KH @ $0.1699 (6/19/2015-7/20/2015) refund to .1349/kwh rate
07/21/2015
06/19/2015
07/20/2015
$288.66
 
Refunds are calculated using Verde Energy fixed rate at the time of billing.
 
 
 
I'm sorry your stay with Verde Energy was not to your satisfaction and see that your account has been put in for cancellation. [redacted] has given us the service end date of 11/16/15. You will see us on one more bill, at our current fixed rate of $0.1649/kwh.
Karen M[redacted]
Customer Support |Verde Energy USA
[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.
Thank you very much for your quick response.
Sincerely,
Barbara Lundberg

We sent the customer the following email today
[redacted],
I reviewed your inquiry and also saw your call into our customer support group.
For
reference you were enrolled in a monthly variable rate which...

held
steady or decreased  for your first three years of service with Verde
until energy costs began to increase significantly.  We have dropped
your account per your request and it will leave service with Verde at
the end of the current billing cycle in September.  As a goodwill
gesture we will issue you a refund check for your highest recent bill
which was July where your energy charge was $275...we will send you a
check for $111.82 which lowers your effective rate to $0.1099/KWH and
will also use this lower rate for your final bill in September.  you
should receive your check in approximately 2 weeks.
Regards,
[redacted]
Verde Energy USA