Verde Energy USA Inc.

Review: WhenI switched over to Verde Energy. I was told that they had the lower rate than Com Ed to supply my service. My complaint is concerning the rate that I was charged for 12/12/13- 1/17/14. Which made a big difference. A ninety one ($91.00)difference. When I switched over I was told the rate would be 0.06590 to which it was. Until I received my bill for 12/12/13-1/17/14 and the rate showed 0.07010 for $217.94. I contacted Verde on 1/27/14 to fine out why did the rate change without notifying me, the customer and I was told that they do not have to contact the customer when the rate changes. To which I don't understand, because when the rate changing I should have the option to cancel and choose not to continue with that company . Why would I stay and pay higher rates. When I can choose any other company with lower rates.I asked to for my services to be canceled on 1/27/14. It service was not canceled until 2/17/14. I also ask to speak to the billing department and I was told that they will put a note in my file and someone will contact me. I waited for two days and no one contacted me. So, I contacted Verde Several more times concerning this matter to try and get it solved but I never got as far as customer service, I never talked to anyone in billing.Desired Settlement: I'm not expecting a total refund, because I did receive service. But the rate played an important part in receiving the services. I believe that as a customer it is my right to be notified if and when anything will change on my account services. I expect for Verde to be responsible for a percentage of this bill. I live in a apartment. There is know way that I should have a $217.94 bill.

Business

Response:

The customer enrolled under a variable rate offer which can increase or decrease based on market conditions. The initial rate of $0.0659/KWH held steady from the start of service for this account on 9/13/12 thru January 2014 when it increased because of increases in Verde's energy supply costs. The account was dropped per the customer's request effective at the end of the last billing period on 2/17/14. As a goodwill gesture we will issue the customer a billing refund check of $16.21 which represents the difference in their last bill versus a $0.0659/KWH rate for their last bill (1,762 KWH of usage)

Consumer

Response:

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

Review: I called Verde customer support multiple times to resolve this issue, to no avail. I requested to directly speak to a member of management that could assist, and was told that they did not have any direct numbers, that I would receive a call in 2-4 days. Due to the nature of my issue, I need this taken care of immediately.Due to the budget billing, and the timing of the billing, I only recently realized that Verde has been my energy supplier since February 2013. I called Verde to ask how they became my supplier since neither me nor my wife signed any sort of contract or made any verbal commitments. I was told that an account was set up in January 2013 using my wife's name, my work phone number, and an e-mail address of an employee for an energy consultant firm. Simply put, this is fraud. No one on our account EVER entered into any sort of commitment with Verde. I am not sure who is at fault here (Verde or the consulting firm, with which I will also be filing a complaint), but I do know I was defrauded by someone. Simply put, I was fraudulently entered into a contract. This is a felony, though who committed the crime is uncertain.As a result of this, due to Verde's high rates, I have paid thousands more for electricity over the past year than I should have.Desired Settlement: My desired settlement goes beyond a refund. Someone needs to be held liable for these criminal actions.

Business

Response:

We sent the customer the following email today

[redacted],

There is only one word needed and it is THIEVES!!
I can't warn you enough to stay away from verde! Verde means green and they will get all of your green dollars every one of them!

Review: Verde Energy increased rates for electricity generation incrementally every month with no prior notice or information provided. This has resulted in excessive monthly bills over the past several months by an average of $75 a month, and with their latest increase last month the cost increased by more than $100 compared to other providers. A letter or notice intimating their subscribers of these increases and the justification to do would be in order, especially when we have other options available.Desired Settlement: A proper settlement would be to refund the excess costs for all months by the price difference for initial generation charges which I signed up for.

Business

Response:

We sent the customer the following email:

Mr. George,

Review: I had filed a complaint with you against verde energy and you sent a settlement for me to except or decline. I excepted the refund of 75.00. I get a check in the mail today for 50.00 which isn't what we had agreed upon.If you look at your records you will see they agreed to send 75.00. If this is the case I want this file reopened, I am not cashing the check because it is not what agreed upon. [redacted] complaint numberDesired Settlement: Refund for the 75.00 agreed upon not 50 like they sent in mail.

Business

Response:

Ms. Hannigan,

I saw your reply to the Revdex.com. We will send you a $25 check to get your total rebate to $75.

Regards,

Tony Menchaca

Review: My family had originally made the decision to use Verde Energy as our electric supplier to save money. Little did we know, we would be continuously charged a higher rate from the very same company that claims they save people money. During the months of Sept-December, our electric bills showed that we were charged 9 cents KWH. Then on our Dec-Jan bill, the KWH price went up to 10 cents. It was higher than if we had just used [redacted] but since we are a very busy family, we didnt find time to call Verde to cancel. Then when our Jan-Feb bill came, it had gone up to 14 cents KWH. We noticed the increase in the bill, and at first thought maybe we used a lot more electric; then thinking that was near impossible, we discovered the 4 cent increase. On the Jan-Feb billing statement, we saw that had we purchased directly through [redacted], they had only been charging 8 cents KWH. This was a difference of 6 cents, almost double the rate, and absolutely absurd. After experiencing that, we finally made time to call and cancel with Verde Energy. The Verde rep told us that the cancellation would not be final until after the end of the current cycle. We just got our final bill for Feb-Mar from Verde, and they charged us 15 cents KWH, and it clearly shows the [redacted] current rate had gone down below 8 cents KWH. I feel victimized by such price gouging. There seems to be no reasonable explanation for it, and simply stating that I have a variable rate is not a good excuse for charging almost double the going rate. I am extremely dissatisfied in the service I received from Verde. Had I known that they were going to charge me a higher price, I never would have switched to them in the first place. It just doesn't make sense.Desired Settlement: These last two months, I was charged $105 more by Verde than I would have been charged using [redacted]. I am respectfully requesting a partial refund for these two months in which I was grossly overcharged. I would appreciate a refund in the amount of $70. I believe this is a reasonable settlement for both my family, as well as Verde.

Business

Response:

We sent the customer the following email:

We have reviewed your Revdex.com inquiry. Your account left

service with Verde at the end of your lat billing cycle on 3/17/14. The

rate increased in recent months because of record increases in

generation costs in PA and neighboring states.

Review: I contracted with Verde Energy for my electricity supply about a year and half ago. Their sales pitch was that this will result in a lower cost to me. Their rate was comparable to the [redacted] rate until the last two months. The February bill showed that Verde used a rate of 18.46 cents resulting in their charge being $156.28 higher than what [redacted] would have charged. The March bill used a rate of 19.00 cents resulting in the Verde charge being $244.09 higher than [redacted]. I telephoned Verde on March 17, 2014. They had no convincing explanation. I asked them to discontinue their service with immediate effect.It is very clear that Verde Energy is engaged in a scam. They provide minimal savings for a few months, and then slap you with a totally unreasonable and unjustified increase in the rate.Desired Settlement: I want Verde Energy to (1) confirm that they have discontinued their service effective March 17, 2014, (2) reimburse me for the excess charges of $156.28 and $244.09 as detailed above, and (3) charge no more than the [redacted] rate for the period from the date of the last bill till the termination date.

Business

Response:

We sent the customer the following email today:

Mr. Masrieh

Review: Thry hv overcharged me tried to cancel several months now I'm in danger of electric being cut because of these high priced charges from verde energyDesired Settlement: To have electricity in a grandmother of three who I raise on disability

Business

Response:

No account found when searching using name, phone or email.Left voicemail on phone asking her to call me back with more information so that I can look up her account.

Review: I signed up with a supplier for my electricity. I have never done that before. They made it sound good. A $75 Credit card incentive. A fixed rate. I didn't receive a bill for months. I called them in March and they said with my billing cycle I should get one at the end of March. I still didn't receive one. I have low income so I needed a bill but still didn't have one so I missed out on getting assistance because they ran out of funds before my bill came. I called Verde Energy today and they told me that [redacted] rejected them being my supplier and that they also don't accept people that get any assistance like [redacted]. I would have to call [redacted]. So I did. They said that the assistance has nothing to do with the supplier and I was not rejected so they were lying. I asked [redacted] why I haven't received a bill so they checked and had me down as getting email bills only. I have never had email bills so they said that Verde Energy must of changed it without my consent which she felt was fraud. I need paper bills. Verde offers the $75 Gift card but then changes your account to emails so you never get a 1st bill to send in to get the $75 card? Sounds like a scam to me! They should not be in business. They should not be able to change anything on my account without my consent and now I'm way behind on my bill and missed out on the assistance because they ran out of funds.Desired Settlement: 1st they should pay my whole past due electric bill. Then as an incentive for signing up with them when I received my 1st bill I was supposed to make a copy of it and send it in to them and they would send me a $75 Credit Card gift card. When I talked to [redacted] today I asked them why I haven't received a bill for months and they said its because someone changed my bills to email instead of paper bills. Why would I do that when I need paper bills for assistance and for what I just explained and other things? [redacted] said that Verde Energy must of done it without my consent and they switched it back. I think they did it so I couldn't get the $75 card and they are scammers. So that's what I would like. The $75 card. [redacted] said that was fraud.

Business

Response:

Replied directly to customer via emall dated 5-12-15

Review: I signed up with Verde Energy in January 2014 for a fixed rate for 10.9/kWh. I received a "renewal" notice saying that if I did nothing else my contract would "renew".

The letter informed me that my Electric agreement would be a Variable rate at the current price or 21.99 cents, or roughly double the price I was getting. When I called the company, they indicated I could get a rate of 16.9 cents for a 4-month fixed.

This is clearly an attempt to raise the rate on customers relying on them to not read the letter carefully or remember their earlier agreement, otherwise, why would they switch us to a variable rate at prices 8 cents higher than the current [redacted] rate?

I switched to another energy provider.Desired Settlement: Change their policy to a renewal rate that is more reasonable. Be more transparent in the letter that the "renewal" is NOT on the same terms. In fact, it should not be called a renewal because it is not a renewal of the original deal.

Business

Response:

We sent the customer the following email:[redacted],

Review: Verde energy was to save me money on my electric. Rate should have been equal or under my main distribution supplier [redacted] Electric rates at 8.7 cents per kWh. Verde energy was charging me double at 17 cents per kWh. Think the national average is 11.9, received bill in mail of $820.00 according to [redacted] I have 2 more bills coming for same amount. Spoke to 4 different representatives and a supervisor was told was going rate and billing dept would call in two working days, called back after the two days then was told it would be after 4 working days, called after 5 and still no answers. Looks like I am getting ripped off.Desired Settlement: Would like to see a refund of the difference at the [redacted] rate of 8.7 cents per kWh

Business

Response:

We sent the customer the following email today

[redacted],

Review: I received my February 27, 2014 bill for [redacted] and nearly dropped to the floor. My electricity supplier is Verde Energy USA, whom I have been with for approximately 2 or more years. For the month of February, my generation service charges are billed at 3 different rates, beginning with 0.1299 cents (brief period from the total cost) to 0.1399 cents(which was probably only a few days to a week) to a whopping 0.1599 cents (which accounted for nearly 3/4 of my bill.) I did not receive notice that these significant rate increases were to happen; neither by phone or mail.Interestingly when the company was soliciting for my residential business, I was assured that at no time would Verde ever exceed 3 cents over the going rate of [redacted]s rates are 0.09235 cents; a significantly 6 plus cents lower than Verde's rates. In reviewing the energy web site for supplier options, I see where I am classed a monthly variable customer for Verde. How does 3 different rates in a single month constitute a monthly variable? I believe this is false advertisement, not to mention shoddy customer service. Shame on Verde!Desired Settlement: Since my overall generation rates amounted to 631.52 (499.80 of which was billed at the 0.1599 rate that I was never informed of and which well exceeded the 3 cent cap I had been lead to believe would be in existence while Verde was my supplier), I believe I am entitled to a refund of a minimum 2 cents per kilowatt hour that I was charged for 3125.70 KWH. I believe I am also entitled to this refund since there was already one rate change from 0.1299 cents to 0.1399 cents in February. Thank you!

Business

Response:

We sent the following email to the customer today:

Ms. Murphy,

Review: I cancelled my electric service with Verde Energy USA on March 18, 2015. Was told by the customer service rep, [redacted], that it would take one billing cycle to process the cancellation. It is now two cycles since notification and I'm still being billed for Verde electric services on my monthly utility bill.Desired Settlement: I'm am looking for a refund of the April electric services in the amount of $123.82 and formal confirmation that my electric service has been cancelled by Verde Energy.

Business

Response:

Replied directly to customer via e-mail dated 5-12-15

Review: Verde energy falsely publicizes their price for being a lower cost energy provider. My last two UI bills were ridiculously high and vastly different than what they have on their website.Desired Settlement: I think compensation for the last two month's bills is an adequate compromise.

Business

Response:

Mr. Ruiz enrolled with Verde Energy in January 2010 under a monthly variable rate offer which can incresae or decrease with market conditions. He started service in February 2010 at a rate of $0.0989/KWH. Thgis rate decreased to $0.0929/KWH in January 2011, and then to $0.0850/KWH In January 2012 and stayed at this level until it increased in December 2013 because of increases in Verde's energy supply costs. He saved a significant amount of money during the first 46 months of his service with verde and also received a $50 cash bonus rebate check in March 2010. His enrollment has been cancelled per his request and he will drop service with Verde at the end of his current billing cycle on 3/14/14. As a goodwill gesture we will also issue him a refund check for $54.54 for his February bill which represents the difference between his actual rate and the rate he would have paid if he moved to our 6 month fixed rate of $0.0869/KWH...this is the rate on our web site and he could have received it if he asked.

Consumer

Response:

Review: [redacted]

I am rejecting this response because---not really :I received a message from [redacted] At customer support and she said she will refund my current bill and my final bill. She will process that check after final billing on 3/14. I have the email...I was using my work email [redacted] with this communication. If you need me to forward the email please let me know...I am not sure what is the better reimbursement...I thought it would be my response back from [redacted].

Sincerely,

Julio Ruiz

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!!!

On two ocassions in the last week I have been contacted by this company and advised that they were set up by [redacted] to become my supplier at the beginning of the next month. I inquired if this had been a change set up by the company, they also stated that they would become the company as of 3/1/15. I contacted [redacted]. Who advised that this was untrue, this company is stating they need to confirm from last bill change HAS been made correctly. This company is using fraudulent business practices to lock people into a contract.

Review: When we resigned up with Verde they promised a rate at .0579 in October 2013 for the next 6 months. The rates did not stay at this rate, they continued to rise each month. May 2014 we decided to switch back to [redacted]. May 2014 our actual account balance was $182.46 and when I talked to them on the phone regarding switching they told me there was no additional fees on my account. We just received our electric bill, which should have been the last from Verde and they are trying to charge us $609.43. [redacted] even looked at the bill and said that the bill did not seem correct. How do you go from an actual account balance of $182.46 to $609.43. I have been trying to contact Verde but cannot get through or they put us on hold for hours without any contact with anyone. We will pay what our account balance was on the last bill which was $182.46 but we will not pay these fraudulent charges Verde is trying to collect. Not only did Verde not honor the rate the promised for 6 months (Oct.2013 - April 2014) they continued to double their rates. I would like this bill resolved.Desired Settlement: I would like the correct amount on my bill, which should be the actual account balance from the April 30, 2014 bill of $182. 46. We will not pay this $609.43 because it is not correct!

Business

Response:

We sent the customer the following email today

Mr. Mclain,

I

reviewed your recent inquiry.

Your

account

was on a fixed rate offer of $0.0579/KWH for 6 months starting on

10/24/12 and we did not change the rate until February of 2014. Your

April bill reflects the difference between your actual usage and the

budgeted amount you were paying and is high because your usage was over

budget. Your account left service with Verde last month.

Regards,

Tony Menchaca

Business

Response:

Our customer support staff emailed Mr. Mcclain again yesterday. As explained in our first response his actual usage was above his budget plan level of usage and that generated the reconciliation amount due when he left service with Verde. In yesterday's email we indicated that we would reduce his outstanding balance by $88.76 as a good will gesture.

Consumer

Response:

Review: 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

Review: I received the following charge for $13.95 to my [redacted] checking account:

DEBIT PURCHASE / [redacted] Jan 20 @ 9:26pm

I have been told that this charge is for an energy savings program that I did not opt in to and don't believe I was provided the option to opt out of. I have requested reimbursement and though customer service has been in contact, they have been unable to find my account using email, phone or address and apparently cannot reverse the charge without this information. My contact has been [redacted]Desired Settlement: Refund of the $13.95 and removal of subscription from the associated service

Business

Response:

We sent the customer the following email todayDear [redacted] Apologies

for any confusion regarding your account and recent charges. I was

able to locate your account & I have successfully cancelled and

refunded your most recent transaction of $13.95. Please let me know if I

can help further. Kind Regards, [redacted]Customer Support | Verde Energy USA[redacted]

Review: In February of 2014 I saw an article about Verde being investigated for bait and switch tactics. I called Verde and cancelled my service with them. During the following months I did not realize that I was still being serviced by Verde Energy. I noticed my bills were high but I did not realize until this August when I received a bill for $900.00. We were away for 2 weeks and we had a very cool summer so we did not use our air conditioner. When I called [redacted] they told me the extra charges were from Verde. I explained that I was no longer a customer but they said Verde never cancelled our service. I had [redacted] do a search since March 2014 and Verde charged me almost $600.00 more than [redacted] would have charged for the same service. When I call Verde they told me that I was under a variable rate. My question to them was when did I agree to a variable rate. I never did. I wonder how many people are unknowingly paying a higher rate with their permission.Desired Settlement: I feel this is deceptive billing. Customers are being billed to a higher rate that I am sure they would not agree to. I am not opposed to paying the rate [redacted] would have charged. I feel Verde should refund me for the over billing of $600.00.

Business

Response:

We sent the following email to the customer today

Ms. [redacted],

I was blatantly lied to by the representative I spoke with. I specifically asked if Verde had provided my energy for the last year, as I knew I had done business with them at one point and didn't have my bill in front of me. The representative said they had been my provider for the last year. Wanting to double check, I quickly signed into my online account to view my bill while I had the representative on the phone. Verde had not provided my energy for the last year, another company had. If this company feels that lying to people to solicit customers is a good business practice, shame on them. I don't do business with companies that have proven to be shady.