Verde Energy USA Inc.

this company is charging double then when you call them they lower your rate. who has time for this? I will stick with my previous company [redacted] at least I know that my rate will be the same and I will not being getting over $200 electric bills...........

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,
Sheryl Hampton

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

We sent the customer the following email:[redacted],We received your inquiry.  We send
notices to NY customers in advance of the expiration of their fixed rate
period so that they can either contact us to select another fixed rate
plan or choose another supplier at no cost since Verde has no...


cancellation fees.  Unfortunately energy costs are at their peak from
Dec-Mar and that is why we had to raise rates.Regards,Verde Energy Customer Support

replied via email 3/18/15Dear [redacted] This email is in response to the complaint you filed with the Revdex.com. Thank you for your patience in waiting for my reply. We have adjusted your account to the current fixed rate of .1049/kwh. That rate is fixed for 6 months. Your rate will...

automatically switch to our variable rate at the end of that 6-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 .1049/kwh on your next bill.I am sending you a refund check for the difference in rate from the variable you were charged on your last three bills, to the fixed rate. You should get your $594.82 check in the mail within 15 business days. I apologize for any inconvenience.Thank you for being a Verde customer! 
[redacted]Customer Support | Verde Energy USA[redacted]

Sent email directly to customer:
background-color: rgb(250, 250, 250);">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 for a 6-month fixed rate of $0.1149/kwh. You received that rate for 6 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 you were told by our 800 operator, we are not required to contact ** customers with rate change notices. I apologize if you were led to believe you would be notified.
We are processing a $49.28 refund for the difference in rate from your most recent billing to the current fixed rate($0.1099/kwh). 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.
Since your account has been set for cancellation, I cannot adjust the rate to our current fixed rate, so you will be billed the variable rate on your final bill with Verde. When you receive that bill, please reply to this email and I will issue you a final refund.
If you have any questions, please don't hesitate to reply to this email.
Karen M[redacted]
Customer Support |Verde Energy USA
[redacted]

We sent the customer the following email today:
[redacted]
I saw the inquiry for your
other family account.  This account has also been dropped and will leave
service with Verde at the end of the current billing cycle on 9/23/14. 
We will also provide a courtesy billing...

adjustment check of $34.05 on
this account.
Regards,
[redacted]
Verde Energy

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.

Ms. [redacted]:   Thank you for your prompt reply to my complaint to the **. Revdex.com (ID [redacted]).Upon the receipt of the check for $3.95 and the credit of $19.95 applied to my credit card this matter will be considered to be resolved. Regards, [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not receive the notice and I have had 2 months or 3,000 kWh of exorbitant charges against my account and have yet to revive my final bills.  If my final bills are locked in to the lower rate then I will accept the resolution suggested. 
Sincerely,
[redacted]

Complaint: 9915010
I am questioning this response because:
While I appreciate that the company...

has promised to return $175 to me, and will accept this money when I receive it, in just my last bill alone, my increased fees were $210 over my local utility company, resulting in a loss of $35 in the past month, even with the return of $175.
Despite the verbal contract when the company assured me their fees would not be greater than my local utility company, they have been greater since at least July 2013, resulting in over 6 months of fees over those charged by my local utility company.  In addition, while I wish to return to my local utility company immediately, I am not able to return until March 1st, resulting in additional costs to me over my local utility company. 
I have also become aware that this company has a contract through August 2014 with the city of Evanston, IL, where they are providing utilities at less than 1/2 the cost they are charging me.
Please do assure they return the $175 as promised, and thank you for your consideration of my response enclosed
Sincerely,
Alexa Asher

Complaint: [redacted]
I am rejecting this response because:
 
I guess I have to accept Verde's response, but I do not like the answer they gave me.  I still want other consumers to know that the promise they make when you call their customer service is not true.  They do not offer lower energy costs.  That per kilowatt rate they offered to me, was still higher than [redacted].  I have no choice but to accept the fact that they will not refund to me any further monies.  I have researched other third party energy suppliers and their rates are all higher than [redacted].  I don't know how they get away with scamming the public.  All I can do now is to alert everyone I know that third party energy suppliers do not offer lower rates than [redacted]. 
 
 
Sincerely,
[redacted]

We sent the customer the following email today[redacted],
I
reviewed your Revdex.com inquiry and recent...

call into our customer support
group.  Your wife enrolled with [redacted] over the phone on 1/18/13 at
3:24PM.  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.Your account will leave service
with Verde at the end of the current billing cycle on 7/14/14.  Based on
your call to our customer support staff we are sending you a $50 cash
bonus rebate check and a $72.84 billing adjustment check which lowers
the rate on your most recent bill to $0.0849/KWH and this lower rate
will be used for your final bill in July ( letter from our customer
support staff is in the mail to confirm this).  You should receive these
two checks in approximately 2 weeks.
Regards,
[redacted]

emailed reply 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. Thank you for your patience in waiting for my reply. We have adjusted your account to the current fixed rate of .1049/kwh. That rate is fixed for 6 months. Your rate will automatically switch to our variable rate at the end of that 6-month period. You will need to contact us again if you want to avoid switching back to the variable rate. You should see this new rate after your .1149/kwh rate expires.
We are sending you a refund check for the difference in rate from the variable you were charged, to the fixed rate at that time. You should get your $41.48 check in the mail any day now, as it was sent directly from the bank on 3/11/15. I apologize for any inconvenience.
Thank you for being a Verde customer!
[redacted]
Customer Support | Verde Energy USA
[redacted]

Replied directly to customer via emall dated 5-12-15
Dear [redacted]
This e-mail is in response to your calls to our customer service center as well as the complaint you filed with the Revdex.com.  You currently have an active account with Verde Energy as...

your account was not rejected by your utility [redacted].  
[redacted] misinformed you that your [redacted] effected your eligibility. Verde is not required to ask if a customer is on an assistance plan such as [redacted] at time of enrollment with Verde. 
You did receive bills on March 25th & April 24th as part of your [redacted] bill. [redacted] is solely responsible for producing your bill not Verde. Therefore, if any changes from paper bills to e-mail occurred it would most definitely have to be a change made by [redacted].  
Your Verde $ 75. rebate has been processed and you will receive a check in the mail within 7-10 business days.
We thank you for choosing Verde Energy as your supplier.
Best,
[redacted]
Customer Support | Verde Energy USA
[redacted]

We sent the customer the following email today:
[redacted]
I received a copy
of your inquiry.  You were enrolled in a variable rate offer which held
steady or had a lower rate for almost three years from October 2010...

thru
August 2013.  The rate then began to change because of significant
increases in energy supply costs.
I saw that your account was cancelled per your request and
will leave Verde service at the end of the current billing cycle.  As a
good will gesture we are issuing you a billing refund check for $455.95
to cover the last two billing periods and are putting you on a rate of
$0.1099/KWH for your last billing period so in total you will receive
rate adjustments well in excess of $500.  You will receive your refund
check in approximately two weeks.
Regards,
[redacted]
Verde Energy USA

Responded to customer complaint:Dear [redacted],
 
Apologies for any inconveniences regarding your subscription
with our ESS service.  I show that your
account was cancelled on March 17th. 
I have refunded both the 3.95 & 19.95, please expect to see the $19.95
credited...

back to your credit card and the $3.95 will be sent via check (please
allow up to 10 business days to receive). 
Please let me know if I can assist further.

We sent the customer the following email today
Ms. [redacted],
We received your inquiry.  Your enrollment with Verde has been cancelled.  We will also place the phone number,

value="+1[redacted]9" target="_blank">###-###-####, on our internal DNC list so it will not be called in the future.
Even
though your enrollment has been cancelled we redeemed your $75 cash
bonus and you will receive a check for this amount in approximately 2
weeks.  We apologize for any inconvenience.
Regards,
[redacted]
Verde Energy USA

We sent the customer the following email today
Mr. Pietrzykowski,
I reviewed your recent Revdex.com inquiry and offer the following:
Your
account began service with Verde on 12/10/10 on a variable rate...

offer
which can change with market conditions.  Your initial supply rate of
$0.1075/KWH dropped to $0.1065/KWH in June 2011 and stayed at this low rate until June 2013 when it began
to increase due to increases in Verde's supply costs.  You received significant savings during this 3+ year period.
As a goodwill gesture, as you asked, we will send you a
billing refund check of $77.01.  We dropped
your account per your request and your account will leave Verde
service on at the end of the current billing period on 4/10/14.  You will
receive your check within 2 weeks. 
Regards,
Tony Menchaca

We sent the customer the following email today
Mr. Rudowski,
I reviewed your
inquiry and your call to our customer service group on March 14.  Your
account was assigned to Verde by [redacted] Energy in 2013.  Every...

[redacted]
customer received a notification of this assignment via first class mail
on 2/5/13.  I have attached a copy of this mailing for reference.
Verde lowered your variable rate upon assignment to
$0.1124/KWH.  The rate stayed at that level until Q4 2013 when it began
to increase because of significant increases in energy supply costs, not
all of which were passed on to customers by Verde.  You called our
customer service group to cancel your service with Verde on Friday
3/14/14 and we submitted your cancel to ACE 3 business days later on
Wednesday 3/19.
Even though your account is no longer active with Verde we
will send you a billing adjustment check of $165.99 which lowers the
effective rate on your 4/21/14 bill back to the $0.1124/KWH rate.  You
should receive your check in approximately 2 weeks. 
Regards,
Tony Menchaca
Verde Energy

I have left several voice mails asking customer to call me directly, but she is not returning my calls. Customer originally became active with Verde 11/19/15. Service end date of  that original account was 9/21/16.Our telemarketing group called customer on 9/14/16 and customer re-enrolled account with the 7.49/kwh rate agreement. Third Party Verification recording attached. At time of 2nd enrollment, we offered a $100 cash back bonus rebate, which I have processed. Customer should receive two $50 checks within 15 business days.Final day with Verde Energy will be 9/20/2017 (date provided by utility: [redacted])I have also added customer's phone number to Do Not Call list.