Verde Energy USA Inc.

replied to cust. directly:Dear [redacted] This email is in response to the complaint you filed with the Revdex.com. I have stopped the enrollment of your account and put your phone number on our DNC list. Please take a moment to go online to our website, where you can look at our...

offerings at your own pace. You may find that Verde is a good idea for you. Enroll with us online, or you can call our ###-###-#### customer service center and enroll with them. Our 100% renewable energy price is fixed for 12 months at .0799/kwh (7.99 cents/kwh).If you have any additional questions/concerns, 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 via email directly to customer on 4/22/15
Dear [redacted]
 
This email is in response to your rejection of our Revdex.com response. Last April, we mailed you a new terms of service, which explains that your rate was good for 6 months and at the end of the 6-month term, your account will be switched to a variable rate. As I have explained in past responses, your fixed rate expired on 11/14/2014. At this time, Verde is not required to contact [redacted] customers when their rate is about to expire. 
A $54.03 refund check was mailed to you directly from the bank. As well as the $50 rebate that was available for you to take advantage of during the first 6-months of your enrollment. You should get both of these checks in the mail any day now.
I have adjusted your account to our fixed rate of .1499/kwh for your remaining billing cycle with Verde Energy, which you should now see on your last bill. [redacted] has given us a service end date of 4/20/2015. Verde does not have any cancellation fees. For reference, all existing customers have the opportunity to switch to our then current fixed rate at any time at no cost. Verde Energy feels we have provided an equitable solution to this matter and considers this case resolved.
 
[redacted]
Customer Support | Verde Energy USA
[redacted]

We sent the customer the following email today:
[redacted],
I reviewed your
recent inquiry and contact with our customer support group.  You were
enrolled in a variable rate offer and the rate did not increase for over
two years.  The recent increases reflect...

significant market increases
for energy supply.
You are being issued a $237.72 billing adjustment check and
will receive a lower rate of $0.1199/KWH for your final bill with Verde
in September.   You should receive your check within 2 weeks.
Regards,
[redacted]
Verde Energy USA

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 USA
101 Merritt 7 | Second Floor | Norwalk, CT 06851

Customer contacted Verde via email and was dealt with directly on June 4, 2015:(Thu, 4 Jun at 9:36 AM)Dear Sirs,To date, no refund check was received. (see below)Please explain.  Thank You.[redacted]cell [redacted](Thu, 4 Jun at 11:05 AM)Dear [redacted]Thank you for your...

email. address[redacted]state[redacted]zip[redacted]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 address.Much thanks, and I'm so sorry for any inconvenience. In the meantime, we just lowered our rates and are now offering a fixed rate, through your December billing, of $0.0899/kwh. I have taken the liberty of adjusting your account to this new fixed rate. It will be good through your December billing.Please confirm the mailing address.Thank you,
[redacted]Customer Support | Verde Energy USA[redacted]
response back from customer:(Thu, 4 Jun at 11:27 AM)Hi [redacted],No apartment.  This is a single family household.The actual name is [redacted] - but the post office usually does not recognize the “ ‘  “ symbol.however, we receive mail labeled [redacted] or [redacted].The address you have is correct.Thank you for the rate adjustment.Respectfully,[redacted]Final response from Verde:(Thu, 4 Jun at 11:38 AM)Thanks for the confirmation. I'll have a check cut ASAP.So very sorry about the delay.[redacted]Customer Support | Verde Energy USA[redacted]

The customer completed a 3rd party verification of the enrollment where he indicated that he was authorized to select an electric supply company.  We provided the customer with a copy of this enrollment verification.

Complaint: [redacted]I am rejecting this response because the company has not addressed its failure to refund all of the other overcharges resulting from its failure to obtain a written (or oral) contract or to bill me in accordance with reasonable rates for the relevant time periods. Moreover, its response-i.e. that Verde became my energy supplier in 2012 following assignment of my account from [redacted] ([redacted]) is completely irrelevant inasmuch as I never had a contract or other informal agreement for electric supply with [redacted] either. Sincerely,[redacted]

We sent the customer the following email todayMr. [redacted],We received a copy of your
recent inquiry.  I apologize for you not being able to reach a customer
service rep.  We have placed a cancellation on your enrollment with
Verde Energy.Regards,Verde Energy Customer Support

We sent the customer the following email todayMr. Nitko,
normal;">I reviewed your recent inquiry.
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 at the end of the billing cycle on 6/2/14, we will
issue you a billing adjustment check for
$100.74 which lowers the effective rate on your May and June bills to
$0.1129/KWH.  You should receive this check in approximately 2 weeks.
Regards,
[redacted]
Verde Energy USA

responded directly to customer via email:
sans-serif; border: 0px;">Dear M[redacted]
 
This email is in response to the complaint you filed with the Revdex.com. 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 Rescom. You were notified by U.S. Mail in a letter from [redacted] explaining the change. I 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 [redacted] 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 USA. You will see us listed as your provider starting with your bill dated around 5/20/2013. 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 10/21/2016. 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 courtesy. Our policy for cancelled customers is to refund one month of usage to the current fixed rate. Verde Energy is prepared to send you a check for the difference in rate from your most recent bill:
1,334.00KH @ $0.1649 (8/23/2016-9/21/2016)
current fixed rate: .1249
Refund calculated: $53.36
Please reply to this email confirming the below information and I will have the $53.36 check processed when I hear back from you. 
[redacted]
NJ
08226
 
Karen M[redacted]
Customer Support |Verde Energy USA
101 Merritt 7 | Second Floor | Norwalk, CT 06851

We sent the customer the following email today:
Ms. [redacted],
I reviewed your inquiry.  You
were enrolled in a variable rate offer and the rate did not increase
for over two years until energy supply costs spiked.  Your service...

was
dropped as of 10/6/14. Even though the account dropped we will send you a
$50 check for your unredeemed cash bonus and a $45.77 billing
adjustment check for your last bill.  You should receive both checks
within 2 weeks.
Regards,
[redacted]
Verde Energy USA

We sent the customer the following email today
[redacted],
I reviewed your inquiry from this morning.Your  account
was assigned to Verde Energy by [redacted] as provided for in [redacted] customer...

agreement.  All [redacted] customers
received notice of this assignment in a first class letter dated 2/6/13 and as
part of the assignment Verde lowered the supply rate that was previously
charged by [redacted].  A copy of this letter
and the related Terms of Service (the initial variable rate of $0.0854/KWH for
this account replaced the “0.xxxx”/KWH in the sample TOS) are attached for your
reference.  This account began to receive
Verde’s supply rate as of 4/15/13.  If you would like a copy of your
original enrollment information with [redacted] I can reach out to them to
obtain this.
As you know, you contacted our customer support group on June 16 and a drop transaction was placed for your
account and the account left service with
Verde at the end of the billing cycle on 7/15/14.  Verde does not have any cancellation fees.  We sent you a billing adjustment check for $36.97 which has been cashed and lowered your rate on your final July bill.  As an additional good will gesture I can also send you another check for $46.04 to lower the effective rate on your 5/11 bill.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  
they are still calling me.  how can the Revdex.com give this company an a rating with all the complaint sites on the internet that states verde energy does this to many people.
Sincerely,
[redacted]

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]

Sent email directly to potential customer: Dear [redacted]This email is in response to the complaint you filed with the Revdex.com and to follow up with the conversation we had on Tuesday, March 14, 2017. [redacted] was most recently contacted in 2017, at [redacted]1, after she...

clicked “Yes” on a banner advertisement that gave Verde’s marketing partner permission to contact her to provide more information about our services on 3/12/17. I have attached a copy of the advertisement for your review.  In 2017 after receiving her permission, in compliance with the Telephone Consumer Protection Act, an agent called [redacted] Verde placed no more than five calls to [redacted]'s telephone number in March of 2017. On the only occasion that a Verde sales agent and [redacted] spoke was when [redacted] requested that her telephone number be added to our internal DNC. Verde promptly honored this request and the number has not been contacted since for marketing purposes. Separately, your phone number of [redacted]1 was contacted in 2015, also 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 on 9/14/15. In 2015 after receiving your permission, in compliance with the Telephone Consumer Protection Act, an agent called you. Verde placed two calls to your telephone number. On the only occasion that a Verde sales agent did actually speak to you, where you requested that your telephone number be added to our internal DNC. Verde promptly honored this request and the number has not been contacted since for marketing purposes. Verde does not have a record of contacting the home telephone number, [redacted]6.As all contacts have been duly authorized Verde is unable to provide any resolution beyond placing the telephone numbers, [redacted]1, [redacted]6, and [redacted]1, on our internal Do Not Call list ("DNC"). This request was expedited and the numbers were added to the DNC as soon as the request was made.Karen McVay Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851Tell us why here...

On 5/22/15, I spoke with customer on the phone at length. No refund due for electric, as he was paying a lower rate than our mass market fixed rate.Issued refund for difference in rate for gas for 2 billing cycles:4/2/2015-5/1/2015 and 3/3/2015-4/1/2015 Updated gas rate to .3999/therm for...

final gas bill.Refund Check Initiated for $69.05Both accounts are cancelled.[redacted]Customer Support | Verde Energy USA[redacted] [redacted] [redacted]

The billing adjustment check of $44.02 was issued last week so the customer should receive the check in the next day or so.

emailed reply on 3/11/15: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]

Complaint: [redacted]
I am rejecting this response because:First of all, I was verbally abused by your call center employees.  That is a fact that you've seemingly have chosen to ignore in your summary below.  In fact, I was hung up on repeatedly because I was requesting to cancel my service. I was told they could not process my cancellation until I spoke with "upper management".  Eventually I did get someone on the phone who did process my cancellation request - so upper management apparently was not necessary after all.  Furthermore, when I first called I requested to speak with a manager and was given another rep who portrayed themselves as a manager.  I later found out from their own supervisor that that person was not even a supervisor, let alone a manager.  It took about 2.5 hours last night for me to finally cancel my service.  In the meantime I was hung up on repeatedly, and the reps refused to identify themselves and I could hear their colleagues laughing in the background as the person speaking with me would tell me they didn't have to give me their operator numbers and that I should find something better to do.  I was even given a fake "employee ID number" by one rep which was admitted to me by the rep who eventually took my cancellation request.  If you consider this to be a version of me abusing your reps and not the other way around then your interpretation of abuse must equally as deviant as those whom I spoke with last night.Second, as you've acknowledged below I signed up with Verde Energy on January 9th.  Yet the bill I received for service ending the 26th was still at the [redacted] rate.  The fact that you consider this to be acceptable is exactly why [redacted] gets away with it.  Furthermore, as you've acknowledged below I then requested a rate adjustment on February 21st to .1149.  Yet the bill I received for service ending 2/26 and 3/25 again both were still at the higher rate of .1299.  The fact that you consider this to be acceptable is obviously because your company profits off the difference.  Both cases are extremely unethical and borderline criminal.  You can say you don't have control over the date that [redacted] starts a new rate but when you're not doing anything to change it or to resolve the problem then you are complicit in it.  You've placed the statement "Verde Energy is not required to issue refunds for the difference in fixed rates." in bold letters because you feel that is justification for your unethical behavior.  However we both know the difference between "requirements" and "expectations".  If you expect your customers to be happy then you should be honest and fair with them and treat them with respect.  By pocketing the difference in the rates paid versus the fair market rate you know as well as I do that it is unfair and unethical.  And by standing by while [redacted] does the same thing is equally as unethical.  I expect Verde Energy to have enough moral responsibility to at least refund me the difference which you know is unfairly padding your bottom line at the expense of your customers.  I also expect Verde Energy to hold its call center reps accountable for their behavior.
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]