Verde Energy USA Inc.

Responded directly to customer via e-mail 4-16-15
Dear [redacted] [redacted]
This e-mail is in reply to the complaint you filed with the Revdex.com. In early October our web rate was $0.1099/kwh fixed for 3 months. We have never offered ** customers a 2-year fixed rate. We...

do automatically send a welcome letter with terms of service as well as a copy of the rebate form to each new enrollment. I see from your account, that you did mail in your rebate form to get your $75 rebate. I also see that we issued a check in that amount on 12/31/14. I also see that the check was never cashed. I'm not sure why that is, but perhaps we do not have a correct mailing address?
[redacted] [redacted] [redacted]
I'm happy to re-issue the check if you did not receive it.
I am sorry we could not lower your rate back down to our fixed rate, once your account is put into cancellation, your utility will not allow us to make any further adjustments to your rate. I have calculated a refund for the difference in rate from your 2/24/2015-3/24/2015 bill. You should receive that $24.57 check within 15 business days. We will send you a refund to reflect the difference from our lowest rate available from your final bill once we receive your usage information from your utility. Please reply to this email when you get your final bill with Verde Energy and we will issue you a refund check at that time as well.
[redacted]
Customer Support | Verde Energy USA
[redacted] [redacted] [redacted]

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

copy of email sent on 2/4/15:
FONT-FAMILY: "Times New Roman", "serif"; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA'>
Dear[redacted],
This email is in response to your dispute 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 [redacted]. You were notified by U.S. Mail in a letter from [redacted] explaining the change. 
Your official service start date was 4/16/2013, 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 5/13/2013.
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 1/16/2015. 
We are processing a $189.98 refund. That refund was calculated using your most recent billing from us and multiplying your usage (2,533kwh) by our current fixed rate (.0849) 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]
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responded via email on April 14, 2015:Dear [redacted],This email is in response to the complaint you filed with the Revdex.com. As requested, I am emailing you a voice recording of your enrollment with Verde Energy USA. Call Time: 5/22/2014 3:33:44 PM. On 12/21/2014, your 6-month fixed...

rate of $0.0999/kwh expired. Our fixed rate programs are fixed for a certain period of time as explained in your Terms of Service.As a one time courtesy, I have issued you a refund for the difference in rate from the variable you paid, to our fixed rate at that time. You should receive this $44.82 check in the mail within 10-15 business days. I do see that your $75 rebate has already been processed and cashed in March.We have also adjusted your account to our fixed rate of $0.1149/kwh for any remaining billing cycles.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. We are contacting you today to confirm that your service was returned to your utility on 3/23/15. If you have any questions, please don't hesitate to reply to this email.[redacted]Customer Support | Verde Energy USA[redacted] [redacted] [redacted]

We sent the following email today to the customer:[redacted],
normal;">I reviewed your recent inquiry.
Your
account was on a variable rate offer.  Your rate did not increase for
almost 3 years before increasing due to significant increases in energy
supply costs, not all of which
were passed on to Verde customers.  As explained by our customer support
staff in April, your billing adjustment check for
$38.25 lowered the rate for your 3/24/14 bill to $0.1075/KWH and this
rate was also used for your final bill on 4/24/14.
Regards,
[redacted]
Verde Energy USA

We sent the customer the following email today
Mr[redacted]
I receive your
inquiry.  We do not show an active account or any billings.  We show you
as enrolling in December 2010 but then cancelling right away.
/>
Can you send me a copy of a recent bill showing Verde charges so I can review this further.  My fax is ###-###-####
Thanks,
Tony Menchaca
Verde Energy

Complaint: [redacted]
I am rejecting this response because:
The way the letter is written is not transparent or clear at all to customers. It doesn't lay out the reason for the letter as plainly as the email you just sent me. It doesn't mention that I can call for another cheaper variable rate plan. It seems as though you are counting on customer confusion to just accept the "renewal" and allow them to switch to the variable rate plan, which is double the fixed rate. In addition, the variable rate plan seems higher than most other options. It is for that reason I feel that it is very close to a deceptive "bait and switch" practice. 
Sincerely,[redacted]

Responded directly to customer's email address on 6/29/16
font-family: inherit; font-weight: inherit; font-style: inherit; border: 0px;">Dear [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 USA
101 Merritt 7 | Second Floor | Norwalk, CT 06851

Complaint: 10066545
I am rejecting this response because:  Verde Energy should have never called my mother to solicit business as she is on the Federal No Call List. I know this because I put her phone number on the list. I listened to the "Robo Call" that was made to her phone. My mom is 87 years old and has dementia and has no idea of what was happening nor does she even remember receiving the call. This is the reason I put her UNLISTED phone number on the no call list; to prevent these predators from taking advantage of her. Obviously, Verde Energy thinks they can make this go away by attempting to pacify us with a small refund. If they had no guilt they never would have made this offer. I expect a full refund from Verde Energy going back to March of 2013. If this does not happen I will take legal action with the Connecticut Dept. of Consumer Protection for Verde's ignoring the "No Call Law" and I will report this to the local TV troubleshooters to expose Verde's illegal & unethecal practices.
Sincerely,
Robert Tomlin

We sent the customer the following email todayMr. [redacted],I received a copy of your inquiry.While
reviewing your account I saw that you spoke with our customer service
group yesterday and wanted to switch to a fixed rate of $0.1149/KWH for
100% renewable energy.  For reference you were on...

a variable rate since
1/8/11 and that rate dropped in 2011 and then did not change for over 2
years.Let me know if you still want to switch to the fixed
rate or leave service with Verde and return to [redacted] ( whose estimated
rate is slightly higher than our current rate).Regards,[redacted]

Complaint: 10021502
I am rejecting this response because:
The meter reading is correct.  My granddaughter and her family lived in the house with me this winter and we used all electric heat, which we had never used in prior years.  When [redacted] estimated the bill, they were using past history of when 2 people lived in the home and this past winter we had an entire of family of 4 living there.  Therefore all winter, the estimate was too low and now that they did an actual reading and that was coupled with the high rate charged by Verde I received a super high monthly electric bill.  I still feel I am due the refund of the original amount that I requested.
Sincerely,
Annette Hahn

The Wizeman account began service with Verde Energy is September 2012.  The account was on a monthly variable rate which started at $0.1065/KWH and was dropped to $0.0990/KWH in February 2013.  The rate increased later in 2013 as a result of increases in energy supply costs.  The...

account was dropped per the customer's request on 2/6/14 and will drop service at the end of the next billing cycle on 3/12/14.

We sent the customer the following email:
Mr. George,
We reviewed your Revdex.com inquiry.
You
were enrolled on a monthly variable rate offer which did not change for
over 2 years.  As a goodwill gesture we...

will issue you a billing
adjustment check for $54.60 which lowers your rate on your 3/16/14 bill
to $0.0999/KWH and have set you up with this rate for the next 6 months
if you choose to remain with Verde.  You can cancel your enrollment at
any time with no cancellation cost.  You can reach our customer service
at any time at ###-###-####.
You should receive your check in approximately 2 weeks.
Regards,
Tony Menchaca

sent email:Dear [redacted] This email is in reply to the complaint you filed with the Revdex.com.  Please accept my sincerest apologies for the phone call you received from Verde Energy. We do not authorize our Telemarketing agents to make ANY phone calls on...

Sundays. I have put in a Do Not Call request to our Telemarketing providers and have also added you to our own Do Not Call list. I thank you for contacting us and letting us know of this problem.Master DNC List Search ResultsPhone NumberDate Added[redacted]6/29/2015   Please feel free to reply to this email with any additional concerns.[redacted]Customer Support | Verde Energy USA[redacted]

We sent the customer the following message today
Mr. Pupik,
I received your recent
inquiry.  We would be more than happy to place your phone number on our
internal DNC list so that it will not be called in the future. ...

Your
inquiry did not indicate the number you are being called on.  If you can
email this to me we will place it on the DNC list.
Regards,
Tony Menchaca
Verde Energy

We sent the following email:Mr. [redacted],We received a copy of your recent
inquiry.  The municipality of [redacted] selected Verde Energy to serve
as the energy supply provider for residents beginning in November of
2014.  All residents received a mailing from the town notifying them...

of
this and indicating that they could opt out at any time.  For reference
we are providing electric supply at $0.0964/KWH which is below what you
would pay with [redacted]. If you would like to switch back to [redacted]'s higher rate you can contact them directly.Regards,Verde Energy

emailed response on 2/23/15:
"Helvetica Neue", Helvetica, Arial, sans-serif; OUTLINE-STYLE: none; PADDING-LEFT: 0px; MARGIN: 0in 0in 0pt; LETTER-SPACING: normal; OUTLINE-COLOR: invert; PADDING-RIGHT: 0px; BACKGROUND-COLOR: rgb(250,250,250); TEXT-INDENT: 0px; border-image: none; -webkit-text-stroke-width: 0px'>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 customer 2/4/15:Dear [redacted]This email is in response to the complaint you filed with the Revdex.com. When you enrolled with Verde Energy USA, you enrolled into a 12-MONTH FIXED rate of $0.0749/kwh. I have attached a copy of the verification recording to this email, for your...

reference. We also mailed you a welcome kit at that time, which included a Terms of Service which explained your rate and the period it was fixed.On 8/12/14, we mailed you a letter reminding you that your 12-month fixed rate of $0.0749/kwh was about to expire on 9/18/14 and that if you wanted to continue with another FIXED rate, you would need to call us. Otherwise, your rate would automatically switch to our variable rate (as stated in the verification recording as well). As you know, Verde Energy has no contract and there are no cancellation fees.As a one time courtesy, I have issued you a $317.52 refund check for the difference in rate from the variable you paid on your most recent two bills, to our current fixed rate. 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 receive these checks in the mail within 10-15 business days.I have put in a cancellation request to your utility to have them cancel your enrollment with Verde Energy USA. It is up to National Grid to choose the actual drop date.[redacted]Customer Support | Verde Energy USA[redacted]

First charges from this company were only for a partial month so I had no way of really seeing a difference. My first full month? DOUBLE my previous supplier. This is a scam if ever there was one. Do Not switch to Verde. They are a rip-off.

Verde Energy is my worst nightmare. A guy knocked at my door 7:30 pm and was telling me how he could help me reduce my electric bill to half or almost nothing, before I know he got to his phone called 5-10 minutes later this other guy showed up which he introduced as his boss. They asked to see my last bill which I gave them. One of them got on his phone and told me I could pay almost nothing if I switch to them and I asked if I should call my energy supply before switching to them and he said no , that they will be the one to call and the next day to switch me over to them . And went ahead to say mam just agree and say yes to all the questions you are going to be ask in a few minutes as someone will be calling you from verde energy to confirm the signing up. The next thing I know 2 weeks later my energy supplier is calling and charging me $295 for early termination fee when I called verde energy to inquire if they had called my previous energy before transferring me they said they didn’t have to since I already signed up with them. I ended up Conselling my services with them and now they are sending me also an early termination fee of $200. This is driving me crazy as I plan to sue them.