Verde Energy USA Inc.

We sent the customer the following email today
Mr. [redacted],
I received a copy
of your inquiry.  In 2013 you received via first class mail a letter
from Verde Energy which indicated that your account was now on a 100%
renewable energy offer, which was not guaranteed to be...

below the utility
rate, and that you could contact Verde at any time to cancel or inquire
about an alternative fixed rate offer.  The mailing also included a $25 retention rebate which you submitted and cashed the check we then sent you.
I
saw that your account left service with Verde on 11/12/14.  Even though
you cancelled, as a good will gesture we will send you a billing
adjustment check for $185.16 which effectively lowers your rate to
$0.10125/KWH for you last 3 bill cycles.  You should receive this check
in approximately 2 weeks.
Regards,
[redacted]
Verde Energy USA

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]

replied via email 3/11/15:
letter-spacing: normal; word-spacing: 0px; vertical-align: baseline; white-space: normal; -ms-word-break: normal; -ms-word-wrap: break-word; background-color: rgb(250, 250, 250); -webkit-text-stroke-width: 0px;">Dear [redacted]
This e-mail is in reply to the complaint you filed with the Revdex.com. It appears that you were enrolled in our variable rate program and Verde did experience several rate changes as energy prices fluctuated. At the time of your enrollment, Verde Energy provided customers with regular “brown” energy. In December of 2013, we mailed out a letter to all our ** customers stating that we were no longer going to be offering regular “brown” energy, but were switching all of our customers to our “green energy” product. Within that mailing, we provided you with a new Terms of Service, which explained our new variable rate policies which did not include always being lower than your utility.
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 4/01/2015. We have lowered your rate to our fixed offer of $0.1199 for any remaining billing cycles with us.
We are processing a $269.12 refund for the difference in rate from your last three billing cycles (12/3/14-3/2/15). Verde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesy. We 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 receive these checks in the mail within 10-15 business days.
[redacted]
Customer Support | Verde Energy USA
[redacted]

Called customer directly and spoke at length to his satisfaction.Added both his landline and cell phone numbers to DNC list.Sending $50 rebate check to cover cost of early cancel fee with Constellation.Cancelled Verde enrollment.Customer accepted all of the above as an acceptable solution to his...

complaint.

We've responded [redacted] today, please see below:[redacted]
 
I received a copy of your inquiry.
 
You were enrolled in our ESS service on January 6th
of this year.  You were charged the trial fee of $3.95 (on 1/6) and our
monthly fee of $19.95 on February...

5th.  Your account has been cancelled,
and $19.95 has been refunded back to you via check.  Please allow 7-10
business days to receive check via first class mail.  We had some
difficulty finding your account because the name on the account is [redacted], apologies for any inconvenience caused.
 
Regards,

We sent the following email to the customer
Ms. Kaminski,
I reviewed your inquiry. 
I want to confirm that you will receive billing adjustment checks of
$70.11 and $14.10 respectively for each account and the rate has...

been
lowered for each account to $0.1129/KWH.
Please let me know if you have any other questions.
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.
Sincerely,
Howard Taylor Jr.

Complaint: [redacted]
I am rejecting this response because: What Karen m[redacted] has laid out here only shows how fraudulent this company is. My April bill reads thus;Current [redacted] -Gas  $29.54Current [redacted] - Electric $56.95Verde Energy USA, Inc. Gas Charges  $33.61 which make my total bill for April $120.10 Last month's bill(March) was much higher because both gas and electric charges were added by Verde Energy in addition to [redacted] separate charges: [redacted] gas 39.38, [redacted] electric, 18.77; Verde Gas is 41.53, while their electric is 53.96. totaling $153.64!! My October 2015 bill from [redacted] alone for both gas and electric was just $70.53 before Verde was added to my account so why would I prefer to pay $153.64 monthly for the same service costing $70.53??  So this is not a case of what the difference is between [redacted] charges and Verde Energy! Both charges have been plied on my account since February and the extra charges added onto my account by Verde is in excess of $252.39. Their rebate of $131 does not pay all of this, who pays the balance?  Furthermore, I did not receive the check for $5.69 from them. Whatever Karen is trying to say here does not cover the difference that will still be remaining on my bill from their company charges after their 3 checks have been used towards this outrageous debt!!!! What I am asking is for the whole debt added onto my account by Verde Energy be taken care of by them since what they told me about saving cost on my bill from [redacted] was not what they delivered. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  their response is inadequate.  Their letter announcing the switch from "brown" to "green" energy prices is very deceptive.  Nowhere does it mention that the rate will most likely increase to almost double the [redacted] "price to compare".
Also, I do not understand why Revdex.com continues to give Verde Energy an A+ rating, when even on your own website there are 24 negative reviews, one neutral and one positive?  
Please see attached the letter I sent to Verde Energy.
Sincerely,
Amy D[redacted]
[redacted]
Hi Karen,
I do not recall receiving the letter you attached, and how do you know I received it?  Did you get a certified read receipt?  This switch to renewable energy rates, and the expected increase in the supply portion of my electric service, is a material change in contract.  I did not expressly accept this change in your new Terms of Service.  You sent a letter, which I may or may not have received.   
As I read the letter, it does not make clear that the renewable energy rates will most certainly increase, and in fact will almost double.  Instead, you imply rates will go down — “…if the market rate for electricity drops, your rate may also go down with it.”  Never once in the letter do you say the rate will be expected to increase to a rate almost double the [redacted] “rate to compare”.  Instead, you make a positive spin on the “go green” aspect, which is all great news until you notice your electric bill has increased on average $100/month.  This is very deceptive communication on your part.  
I am still not happy with the $473.99 refund.  In reading other reviews on Revdex.com, it looks like many others customers have also been deceived.  I am prepared to escalate this further unless I receive the refund I asked for originally.   I would like a refund of the supply portion of each of my [redacted] bills equal to the difference between the “price to compare” and Verde Energy’s monthly variable rate on each of my monthly [redacted] bills from the time my fixed rate contract with you expired in August 2011.  I estimate this to be around $6,000. 
Amy DiNunzio

[redacted] and I spoke yesterday on the phone and I explained that the $3.95 was refunded via check, as credit card would not allow us to refund via credit on card. The rest of the refunds can be found on her credit card statement. She understands now.
[redacted]
Customer Support | Verde Energy USA
[redacted]

We sent the customer the following email today
[redacted],
I received a copy of your Revdex.com
inquiry.  Your account has been cancelled and will leave service with
Verde at the end of the current billing cycle on 1/20/15.  As a courtesy
we will send you a...

billing adjustment check for $40.46 which lowers the
effective rate on your recent bill to $0.1149/KWH.  You will receive
this check within 2 weeks.
Regards,
[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

We have held this enrollment so that the account will not switch to Verde.  One of our customer support staff left a voice message to inform the customer of this.

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 appreciate and commend the business for their quick response and willingness to resolve the matter.  
Sincerely,
[redacted]

responded via email directly to customer on 4/22/15Dear [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] [redacted] [redacted]

replied via email on 3/27/15:
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 your call to our customer service center and your complaint to the Revdex.com. I have looked up your account and see that 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. Last April, we mailed you a new terms of service, which explains that your new rate is good for 6 months and at the end of the 6-month term, your account will be switched to variable. 
As a one-time courtesy, I have processed a $54.03 refund for the difference in rate from the variable you were charged on your 2/19/2015-3/19/2015 bill, to the Verde fixed rate of .1599/kwh. 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 both of these checks in the mail within 15 business days.
I have adjusted your account to our current fixed rate of .1599/kwh for any remaining billing cycles with Verde Energy and I have put in a cancellation request to your utility to have them cancel your enrollment with Verde Energy USA. If you have any questions/concerns please don’t hesitate to reply to this e-mail.
[redacted]
Customer Support | Verde Energy USA
[redacted]

Complaint: 10070494
I am rejecting this response because:  It is evident this will not be resolved due to difference in facts between Verde and myself.  There are so many things that don't add up that even Ohio Edison questioned the bill. Their good will gesture is just a drop in the bucket to the fraud they committed against our account.  As I had said time and time again never did they indicate on our monthly bill that the account was getting as high as they claimed it was, they should have also indicated when I called that there was a large remaining balance, which they did not and not to mention our account was not accessible by the CSR's. The April billing read on the actual account amount as $182. So if there was a $609 remaining amount why was this never shown on our monthly bills?  I will tell you why, because we did not use the amount of electricity as Verde claims.  We do not counter the fact that it was a cold winter but not $609 cold!  Question is, if the actual account was that high, why didn't Verde do quarterly assessments and re-adjust our budget bill to avoid this very scenerio?  We have paid our account in full to avoid being sent to credit and collections but do not agree with anything about the billing practices of Verde. The only way this would be resolved is for Verde to refund the $427 that was not reported on the actual account balance in the April billing. I will say this one last time, Verde is a fraudulant and shady business I will warn others to not do business with Verde. You may have gotten away with this fraud with [redacted] but Ohioans don't need businesses like yours wrecking havic in our state. 
Shawn Mcclain

Complaint: [redacted]
I am rejecting this response because: my account was terminated and requested to be terminated in Oct 2016 and should have been. Not only was Verde energy contacted in October on this issue so was [redacted] numerous times inquiry as to why had to wait till next billing cycle to fully be terminated with the provider. [redacted] returned a response that it is all on how the energy company sent is to them and I did contact Verde energy back on that as once cancelled on that date it should take affect that date and not the next billing cycle
Sincerely,
[redacted]

We sent the customer the following email today
Ms. Taylor,
I reviewed your
inquiry.  You were enrolled in a variable rate offer which can change
with market conditions.  The rate held steady for most of your...

service
with Verde but increased in recent months because of significant
increases in energy supply costs, not all of which were passed on to
customers by Verde.
Your account has been dropped and will go back to service with
PPL.  As a goodwill gesture we will send you a billing adjustment check
of $34.68 which lowers the effective rate on your May bill to
$0.0999/KWH and will use this lower rate on your final bill in June. 
You should receive this check within approximately 2 weeks.
Regards,
Tony Menchaca
Verde Energy USA

replied via email on 3/27/15:Dear [redacted],This email is in response to your call to our customer service center and your complaint to the Revdex.com. I have looked up your account and see that your fixed rate expired on 11/14/2014. At this time, Verde is not required to contact [redacted]...

[redacted] customers when their rate is about to expire. Last April, we mailed you a new terms of service, which explains that your new rate is good for 6 months and at the end of the 6-month term, your account will be switched to variable. As a one-time courtesy, I have processed a $54.03 refund for the difference in rate from the variable you were charged on your 2/19/2015-3/19/2015 bill, to the Verde fixed rate of .1599/kwh. 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 both of these checks in the mail within 15 business days.I have adjusted your account to our current fixed rate of .1599/kwh for any remaining billing cycles with Verde Energy and I have put in a cancellation request to your utility to have them cancel your enrollment with Verde Energy USA. If you have any questions/concerns please don’t hesitate to reply to this e-mail.[redacted]Customer Support | Verde Energy USA[redacted] [redacted] [redacted]