Verde Energy USA Inc.

Ms. Asher was enrolled in a variable rate plan where the rate can change with market conditions.  As a goodwill gesture last week we issued her $175 in rebates ($25 and $50 rebate) and refunds ($100 refund) even though she has cancelled her account with Verde.  We believe we have gone the extra mile with this customer and the inquiry should be considered resolved.

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

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

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

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]

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!!!

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.

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

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]

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

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]

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 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]

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 10033865, and find that this resolution is satisfactory to me.
Sincerely,
Cindy Kaminski

Emailed customer directly on 6/21/16: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 enrolled the account with Verde Energy for a 4-month fixed rate of $0.1149/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. There was a call made in August of 2015 where you requested to be put on the new 6-month fixed rate of $0.0999/kwh. At that time, we also issued you a refund check for the difference in rate from your June/July bill ($32.90) as well as a check for $25 thanking you for remaining with Verde Energy. We also processed your $75 rebate. We adjusted your rate and you received the agreed upon .0999/kwh rate for 6 months. Per your Terms of Service, after the 6 months, your rate automatically switched to our VARIABLE rate at the time: $0.1899/kwh and continued on the variable rate. I see that your account has been scheduled for cancellation from Verde on 7/12/16. I have adjusted your rate to our current fixed rate of $0.0949/kwh for the final bill with Verde. We are processing a $39.05 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. You should receive the check 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 USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

We sent the following email to the customer today
Ms. [redacted],
I received your
recent inquiry.  I researched our records and saw that you called in
February but did not request that your service be...

cancelled.  You were
offered a $25 cash bonus on the call and you cashed the check which was
sent to you at that time.
I also saw that [redacted] helped
you with a billing issue several weeks ago and we have submitted a
request to the utility to leave service with Verde.  Even though you
have cancelled, as a good will gesture we will send you a check for
$107.17 to lower the effective rate on your August and July bills to the [redacted] rate of $0.1025/KWH.  You will receive this check in
approximately 2 weeks.
Regards,
[redacted]
Verde Energy USA

emailed customer on 3/9/15:
Dear [redacted] ,
This email is in response to the complaint you filed with the Revdex.com. I have issued you a refund check for the difference in rate from our .0849 rate to your .054 rate. You should recieve that $139.20 check in the mail within...

15 business days. I have put in a cancel request to [redacted] to drop Verde as your supplier. I am waiting to hear back from them with the final date you will be with Verde. If we are on your bill again, we will issue an additional refund. I apologize for any inconvenience.
[redacted]
Customer Support | Verde Energy USA
[redacted]%3