Verde Energy USA Inc.

Review: Three complaints:1) We are on the national and state do-not-call list, but Verde called us *twice* in the last month or two, unsolicited, for telemarketing. That must end.2) The first rep (only) asked for personal information of the kind that would normally be sought only by scammers. That worrisome practice, too, should end.3) The second rep told me, when I asked, that *all* of Verde's energy comes from renewable resources. Verde's website, too, says "100% Green Energy" on multiple pages (http://w[redacted] http://www[redacted]com/MA; http://www.[redacted].com/MA/Commonwealth-Electric-Company-NSTAR). The marketing claims there included the following: "100% green energy sources at competitive rates make our electric supply offer sustainable for your wallet and the environment.""get paid $75 to go green!" (referring to a cash bonus for signing up)"Our fixed low electricity rates are 100% green.""100% Green Energy: Protect the environment and your wallet""Green Energy at historic low rates."Only when I dug in more deeply, to thoroughly explore the inconspicuously placed FAQ, did I finally find links to the Massachusetts Disclosure Label and Mass. Annual Booklet. From these I learned that Verde cannot determine the sources of the energy it provides, but rather buys its electricity from the regional grid, with whatever mix of energy sources that grid provides, and that the two leading sources in the mix, by far, are natural gas and nuclear.All the highlighted and prominently featured "green energy" claims, in other words, constituted nothing less than deliberately false and deceptive advertising. In my view, this company falls far short of the standards that should be required to be accredited by the Revdex.com.Desired Settlement: 1) A letter from Verde management taking responsibility for these three forms of business malpractice and describing the changes in policy, training, telemarketing procedures, and other managerial actions by which each of the three will be eliminated. 2) A copy of Verde's "do not call" policy, and our phone number placed on the company's own do-not-call list.3) Remove all false advertising claims from the website.4) Further Revdex.com action to discourage future false advertising.

Business

Response:

The following email was sent on 10/25/13 to the customer and the Revdex.com was copied. No response was received from the customer

Hayyim,

Review: They promise to save you money on your current electric bill and advertise as such on their website.[redacted]However, after reviewing my bill, they are charging almost double that [redacted] would have charged and this is confirmed by speaking to [redacted]his is fraud. If you read all of the complaints already filed on this company -we are all saying the same complaint. This is called bait and switch. Come on Revdex.com how come you don't recognize this as deceiving the public. Why are my energy costs triple this month? The other common complaint is why should it take 2 billing cycles to remove them from your service? That would mean that get 2 months of over inflated energy rates from a poor consumer who was told her energy bills were going to go down, after all they guarentee this on their website to get historic low rates http:/[redacted]/I would like a refund for anything I paid over the charge of PSE &G since this company stated to me that I would pay less for my energy than [redacted] by getting my electric through them. They advertize this which they clearly state on their website. http:/[redacted]/Therefore, for this not to be FRAUD, I AM ENTITLED TO A REFUND OF THE DIFFERENCE THEY OVER CHARGED ME.Desired Settlement: Currently I have not figured out the exact amount I was over charged. I only can speak for this month and last month since both those bills were so out of line, it raised a red flag. [redacted] stated to me today that they charged me almost double than what they [redacted] would have charged. So now I must do a little homework and see how out of line my bills have been and for how long I have been being ripped off. This is very deceitful and should be fraud. FALSE ADVERTISING!!!!!

Business

Response:

Attached is our response to this inquiry. This is being mailed to Ms. Olsson

Review: In late March 2014, I received a call from Verde saying that they can offer my lower cost energy. Without a complete understanding of what all goes into my electricity bill, I signed up with Verde for a higher rate than what I was already paying with my current supplier, [redacted] Energy. When I realized my mistake, I called Verde to cancel my service. A representative from Verde told us that we were never a customer of Verde's and that our electricity supplier would go back to what it was before. A couple weeks ago, when I got my electricity bill, Verde was listed as my supplier. Now, during peak season, I am forced to sign with suppliers that are offering rates at close to double of what I was paying. Along with the higher rates, there is going to be a capacity increase starting this month that can increase my bill even further.Desired Settlement: I would like Verde to compensate me for the extra amount that I will be paying on my electricity bill through December 2014.

Business

Response:

We sent the customer the following email today:

[redacted],

Review: I was beside myself when I received my July 2014 electric bill. Our summer bills are usually higher as we do run a 36 x 18 inground pool & central air but they have never been this high before.July 2013: $436.46 (3,101 kwh x .10650113)July 2014: $699.00 (3198 kwh x .18500000)August 2013: $439.00 (3,128 kwh x .10649936)August 2014: $660.00 (3,065 kwh x .180250)I contacted Verde Energy USA and I was told it was high because of the KWH used. I explained I used close to the same amount in July & August in 2013 and both July & August 2014 were nearly 200.00-250.00 higher.The comparable rate is always offered on the back of your bill...be sure to look this over carefully as I assumed when I switched to Verde Energy I was receiving the best rate possible as I would have never switched had I known it was a variable rate and not a fixed rate.I requested to switch back to my regular source which I was told would occur at my next reading which is in September.....So I will be receiving yet another outrageous bill as last year in 2013 my electric bill was $427.89 (2,722 kwh x .10649890)I switched to Verde Energy years ago as I was told by them they offered the best rates....this is NOT so.Desired Settlement: I would like a 500.00 refund for the months of July & August 2014 as this is what I would have saved had I stayed with my regular supplier ([redacted]).

Business

Response:

We sent the customer the following email today:

Review: My rate was changed by more than 25% without notification. In a letter dated December 30 from Verdeenergy, my current rate is $.0869/kWh for my Variable-Monthly plan.

However, I was charged .1399/kWh in December , this is more than a 25% increase with no notification, this action is against CT State Law.

I wish to be refunded $58.94 for the difference.

My second complaint, is the new rate that Vereenergy wants to start charging my household is $0.2099kWh!!!

On their website they offer a fixed rate of #.11/kWh, and different variable rates.Desired Settlement: Refund the difference for December $58.94

Give me a fixed rate going forward for 2015

Business

Response:

We sent the following email today[redacted],

Review: On 2/28/15 I contacted Verde Energy and asked them why they were charging me more than my electric company [redacted] Verde is charging 0.2099 per KWH and [redacted] is charging 0.0462 per KWH. The rep told me that I am now on a variable rate, because I have been a customer for over a year and I am no longer on a fixed rate. They also told me that this was included in my welcome package that I got over a year ago. First off I don’t even remember getting a welcome package from over a year ago, and second I received no phone call, or no letters from Verde saying that I was going from a fixed to variable rate. I’ve been at the same address and phone number for over 13 years. I refer you to their website [redacted] which it clearly states “Your local utility company will continue to fully service your account and send you one monthly electric bill…the only change is that your bill will be less.” Which is false advertisement because it is not less? It is actually more. It also states “Cheaper electricity of $0.01 or $0.02/KWH off your electric supply rate with Verde Energy USA can add up to big savings pretty quickly.” Lock into historic low electric rates at no cost and with no contract or cancellation fees.” This is a lie. It is $ 0.16 higher than [redacted] When I asked the rep how they can false advertise that they are lowest when they are clearly not, she told me it’s not up to Verde to find out what other companies rates are, that it’s up to them to supply the rate to Verde. At this point I told her to cancel my service with Verde. She told me it would take 1 to 2 billing cycles for it to take effect. This is not acceptable. I am not continuing to pay these high rates when they are misleading consumers on their website. I went over all my [redacted] bills for the past year and they have over charged me $1219.26 I am supplying all the information on the bills for my case. I told the rep that I wanted my refund and she told me that she would refer it to the proper department. I’m not holding my breath waiting for that call. Any company that provides misleading and deceptive practices I doubt they are jumping at the chance to call a consumer back. This could easily become a class action law suit. I am requesting a refund for the over charges in the amount of $1219.26 and to be removed from their services effective immediately. Otherwise I’ll be filling another complaint with the overages again until this matter is cleared up. I will also provide all my bills if need be.

Jan. 22, 2015- Feb. 24, 2015

[redacted] 0.04529x1534KWH=$71.00

Verde 0.2099x1534KWH=$321.99

Difference: $250.99

Dec. 22, 2014- Jan. 22, 2014

[redacted] 0.04629x1668KWH= $77.21

Verde 0.1699x1668KWH=$283.39

Difference: $206.18

Nov.20, 2014-Dec.22, 2014

[redacted] 0.04629x2110KWH=$97.68

Verde 0.1699x2110KWH=$358.49

Difference: $260.81

Oct. 22, 2014- Nov. 20, 2014

[redacted] 0.04629x114KWh= $53.19

Verde 0.1199x1149KWH= $137.77

Difference: $84.58

Sept. 19, 2014- Oct 22, 2014

[redacted] 0.04629x1509KWH= $69.85

Verde 0.0749x1509KWH= $113.02

Difference: $43.17

Aug 21, 2014- Sept 19, 2014

[redacted] 0.04629x1724KWH=$79.81

Verde 0.0749x1724KWH= $129.13

Difference: $49.23

July 22, 2014-Aug 21, 2014

[redacted]-0.04629x2189KWH=$101.33

Verde- 0.0749x2189KWH=$163.96

Difference: $62.63

June 23, 2014- July 22, 2014

[redacted]- 0.04629x2130KWH= $98.59

Verde-0.0749x2130KWH= $159.54

Difference: $60.95

May 23, 2014- June 23, 2014

[redacted]- 0.04629x2044KWH= $94.62

Verde- 0.0749x2044KWH= $153.10

Difference: $58.48

April 22, 2014- May 23, 2014

[redacted]-0.04629x1439KWH= $66.61

Verde- 0.0749x1439KWH= $107.78

Difference: $41.17

March 25, 20141- April 22, 2014

[redacted]- 0.0457x1136KWH= $51.97

Verde- 0.0749x1136KWH= $85.09

Difference= $32.12

Feb 24, 2014- March 25, 2014

[redacted]- 0.0435 x 1680KWH= $73.21

Verde-0.0749x1680KWH=$125.83

Difference: $52.62

Jan. 22, 2014- Feb 24, 2014

[redacted]- 0.0424x1988KWH= $84.34

Verde- 0.0749x1988KWH= $148.90

Difference: $64.56Desired Settlement: I would like my refund in the amount of $1219.26 and to be removed from their services.

Business

Response:

emailed customer 2/4/15:Dear [redacted]

I would be careful in dealing with this company. I signed on to their fixed rate and didn't put it on my calendar when it would expire. Life happens. As soon as my rate expired they doubled my cost per unit, that was in March and we don't use much energy, so I didn't notice. The doubled rate was considerably more than the default supplier, probably more than 2x in hindsight. I finally called a couple months later when we were using more electricity and wondering why the bills were so high and they said insultingly, "well you should have called when you noticed that we doubled your rate back in March". They offered me a one month discount to stay with them for another fixed year, but I just don't want to have to deal with this repeatedly so I'm going back to my default supplier. This is really a case of bait and switch. I accept my own responsibility in this, but would recommend you consider the discount carefully and mark it on your calendar. Also others report billing errors with them, so you'll have to watch that as well. I'm not convinced I got my full year of fixed-price discount or the promised check, but not worth my time to sort back through everything.

Review: Every monthly generation costs, vary with the service charge, depending on time of day (off-peak)or how much they had to pay for every kWh from different suppliers. When I first went with Verde Energy from [redacted].the price was a savings, over time it was in excess of what [redacted] was charging, so I notified Verde I was leaving and notified [redacted]. I was returning. The last month that I was with Verde,they charged me the highest possible rate they could find, regardless of their supplier or time of day. Actually $0.15 verses $ 0.090 ([redacted]) reflecting almost double . Punishing the customer Very unethical,how can you not expect me to bad mouth your Co. to anyone I meet ?Desired Settlement: Sorry for the overcharge here is a refund reflecting our poor treatment of you.

Business

Response:

We sent the following email to the customer

Mr. Hickey,

Review: I switched to Verde Energy about 3 years ago. I was satisfied with their rate until recently. Their rates have gone way out of control. They advertise themselves as a company that will SAVE on your bill. That is simply not the case. I called [redacted] Electric to see their rate and it was in the 10-11 cent range per kilowatt. Verde has been charging me 16-17 cents per kilowatt for the last 2-3 months at least. What happened? What are they doing? I called Verde to leave and they said it will take 1-2 months to drop them. I want out today. I had my son and elderly mother (92) also join Verde because I thought it would help them and now they also are getting huge bills. We all need to get out as soon as possible.Desired Settlement: I would like to be go back to [redacted] Electric immediately. I also want to be refunded the extra that I have paid for the last 3 months. To stay their another two months and continue to pay the high rates is just not acceptable to me. Please help me.

Business

Response:

We sent the customer the following email today:

Review: I was solicited from this company in which they sell themselves as a co. that would save me money on my electricty....low fixed rate in [redacted]...well without notice my "fixed rate" went to variable rate w/o any notice and my bill skyrocketted...Instead of saving, im now paying more....I comtacted them and they said that they didnt have to notify me, but they would cancel me and refund me only one month which the rep said they are only authorized to do.....Desired Settlement: I want to be refunded the two plus months that my rate jumped and made whole.....

Business

Response:

copy of email sent on 2/10/15:Dear [redacted]

Review: When Verde Energy first took over my account from [redacted] I was told my rate would always be below that of [redacted] Now they are charging almost twice as much. Verde .19/Kwh, [redacted] .116/Kwh When I called to dispute the bill I was told I had agreed to a variable rate, and that is the current going rate for electric power in my area. While technically true the salesperson had assured me my rate would ALWAYS be lower that of [redacted]. When I asked about the rate on their website I was told that was the current rate for new customers. Because my rate was variable I was being charged more. When I asked for a refund of the extra 8 cents per Kw/H I thought the service rep was actually going to laugh at me. I was then told again my rate was variable and I had agreed to this. Verde was going to do nothing. I was finally offered a $25.00 rebate. Joy. She then offered to drop me as a customer so [redacted] would pick me back up. I had already called [redacted] so that part is already taken care of.Desired Settlement: I would like a cash refund of $42.52 for the February billing period and $34.49 for the March billing period applied to my [redacted] bill.

Business

Response:

We sent the customer the following email today

Mr. Pietrzykowski,

Review: Verde Energy advertises saving people money. These past couple of months, I have seen my rate increase on my [redacted] electric bill from .096897 per KWH at the end of the year 2013 to .1519 per KWH the past two months, while the rate of [redacted]'s price to compare has been in the .08 per KWH range. I understand this was a variable rate, but when I look on the website it shows the current rate is .0929 per KWH with Verde Energy, while I am being billed .1519 per KWH. I called Verde to discuss this and the girl in Customer Service said she doesn't understand this and would have to open a ticket for me with the billing department and they will call me back. Nobody has called me back. In the mean time I have a huge electric bill that is due for $1490.55 on May 7th due to not having an actual reading done since December 2013. I feel I am due a refund of at least $646.41 to cover the last 4 months when Verde charged me more than their going rate of .0929 per KWH as published on the PA Power Switch website. This is based on 12291 KWH used this year since the last actual reading in December. Charging .1519 per KWH is price gouging if I ever saw it.Desired Settlement: I am entitled to a refund for at least the past 4 months for the difference in the amount Verde charged me and a reasonable rate. I prepared a work sheet and if I had never switched to Verde and remained loyal with my local company [redacted], over the past 4 months, I would have saved $819.07. During the same 4 months, if Verde would have charged me their rate of .0929/KWH, my electric bills would have been $646.41 less. I believe that Verde owes me $646.41 as a refund.

Business

Response:

We sent the following email to the customer today

Ms. Hahn,

Review: My family is a [redacted] customer and had been for over twenty years. Verde Engery is claiming that back in 6/5/2013 my family switched Engery services to them which is NOT TRUE. They are claiming that we switched to them over the telephone in put the services in my name [redacted]. I have never switched our services I am asking that you correct this problem please ask for any proof that they my have.Desired Settlement: That this be resolved and repay any money lost

Business

Response:

responded via email 3/11/15:Dear [redacted],

Review: This Verde Energy USA electric supplier had an advertisement on-line for a low rate on electric. The rate was for 2 years, or believe me I would never have signed up for a 3 month supplier. When I called them to ask why the rate went up twice the cost, the girl said "Oh we only offer a longer term if your a municipal. But they were sneaky they slowly raised the rate over a 2 month period first .1099 then .1499 then .2049 They have been falsely advertising to get people sucked into their supplier then it will take people a month or 2 before they realize what's going on. They need to be shut down with their false advertising. I've switched my supplier again and am putting the word out about this company! I thought it was funny they didn't send paperwork through the mail in compliance with their advertisement on line. When it's usually to good to be true, It's to good to be true!Desired Settlement: The problem is they sent no paperwork backing up their advertisement on-line so there's nothing in blk & white. They have a good scam going here. I've seen loads of other complaints about them. Can their online advertisements be shut down? They are not truthful. I guess just like everyone else I'll eat it for the last two months they won't have another month on my dime.

Business

Response:

Responded directly to customer via e-mail 4-16-15

Review: Never signed or agreed to their service and despite not having agreed to service and not having received their service I am being charged $302.81Desired Settlement: Billing adjustment and reimbursement of payed amounts.

Business

Response:

Responded directly to customer via email: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 Patricia enrolled the account with Verde Energy for a 4-month fixed rate of $0.1299/kwh. You received that rate for 4 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 requested, I am emailing you a voice recording of your enrollment with Verde Energy USA.Call Time: 1/12/2015 1:43:26 PM . I also see that you called our 800 number to cancel your account. We are waiting to hear back from [redacted] with a service end date.We are processing a $20.73 refund for the difference in rate from your highest billing. Verde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesy. 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.

I was on a 100% green plan and paying a little extra for the privilege . The fixed term finished and I was moved on to the variable rate and it was ok for a couple of months then WHAM 80% rate hike. By bad luck this coincided with the previous months low estimate, result a bill 300% higher than it should be. My advice steer clear, don't trust 'em.

I signed up almost a year ago, never received the sign up bonus as of yet, called couple times, with them stating they would send and never received. So called and cancelled today. There services did not save me money but add 30-60 dollars a month on top of my budget amount. Was not happy. Called and cancelled and they acted like they didn't care, didn't even ask me why or if there was an issue. Very poor business quality!!!

Review: I decided to look at my most recent bill because it seemed a bit high. I learned my energy supplier was Verde Energy, who I never heard of. I made a few calls, one to [redacted] and then to Verde. Verde tells me I was switched to them from another company in April of '13 and into a variable rate, which explains the more than 30% mark-up. I then had a look on line to see if there were other complaints and the one common thread appears to be the unknowing switch in April of '13 and the variable rate.Desired Settlement: There needs to be an investigation not only with this company but by all the 3rd party suppliers. There may be dummy companies established with the intent to dissolve and then sell/switch the customers to another 3rd party who then automatically throws everyone into the higher rate system, like the variable.

Business

Response:

We sent the customer the following email today:

I received a copy of your inquiry.

Your account

was assigned to Verde Energy by [redacted] Energy as provided for in [redacted] customer agreement. All [redacted] customers

received notice of this assignment in a first class letter dated 2/5/13 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 $0.1074/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 4/12/13 and the rate was not changed until the fall of 2013

when it began to increase because of rising energy supply costs.

Even though your account has dropped, as a goodwill gesture we will provide a $64.25 billing adjustment

for the July bill to make the effective rate $0.1199/KWH and will also use this

lower rate on the final bill in August. You should receive this check in approximately two weeks.

Regards,

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,

Review: My electric co was supplied by Verde for my electric. I was supposed to get a discount for using this co. All was well until Verde sent me a letter that they were no longer supplling [redacted]. On July 30 I got my electric bill and Verde was charging me $447.14.I am a senior citizen on Oxygen. I know with the budget plan that I have to pay once a year to get caught up. This was usually around $100 to $200. How can they charge me so much when they were suppose to be helping me save money.Desired Settlement: lower this amt. by several Hundred dollars.

Business

Response:

We sent the customer the following email today

Review: Verde Energy USA is my electriciy provider and [redacted] is my electric utility company. I switched over to Verde with their fixed rate offer in 2012. Last month my electric bill was $286.31. I live in a small one bedroom mobile home with combination living room kitchen, hallway, bathroom and single bedroom. I can't remember ever paying so much for my electric bill before and was surprised it was so high but paid it. Now at the beginning of this month I received an electric bill for $363.61 and I was really taken aback and angry at the high charge. For such a small place as this I can't believe how much Verde charged me and I'm on a limited budget. I looked at my electric bill and saw that their KWH rate is very high at almost 16 cents per kWH ($0.1599). I also looked at my bill and saw a message from [redacted] my electric utility company and saw that my price from them to compare was $0.0907 per kWH. I called [redacted] to verify and they told me if I had been with them I would have paid just 160 dollars instead of $363.61. Verde's rate is over double that amount. I was really upset about it and called Verde. They assured me that they regularly send out correspondence to keep their customers informed about rate changes. After that phone call I was even more upset because I have never since enrolling with Verde received anything and I mean anything in the mail. I feel that this charge is outrageous for a little mobile home and I would like at the very least to be refunded the difference in what I would have paid with [redacted] Since they informed me that they notify customers of rate changes and I've never been notified and feel like they are taking extra money that I don't have, I have to do something to make a complaint. I find this practice of stating something that is not true to be deceptive and untrue and feel that I have been taken advantage of. I would at least like some reimbursement on what I would have saved if I had known of their impending rate change and could have changed sooner.Desired Settlement: I would like to be reimbursed for the difference in what my own utility company would have charged as stated above for both months if possible. I was never notified as they said that my rates would change and I find this to be deceptive and unfair. In almost 3 years of being with them I have had zero correspondence from them.

Business

Response:

copy of email sent on 2/5/15:Dear [redacted],