Verde Energy USA Inc.

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: Verde Energy lied to me when I was told that, "I could call the number on their welcome package to cancel before I am officially signed up with them."

I was contacted by Verde Energy USA in March of 2013 by phone. This company's representative wanted me to switch to Verde Energy USA as my electricity supplier. I told the representative that, "I was not sure." The representative then indicated that, "Verde Energy USA would send me a welcome package, and I could call the number on this welcome package to cancel before I am officially signed up with Verde Energy USA."

After receiving the welcome package, I decided to cancel and called the number on the welcome package. I was then told by a Verde Energy USA representative that they, "could not cancel my sign up with their company", and I must, "call my local electricity delivery company to cancel". I called my local electricity delivery company (CL&P) to cancel and was told that they, "could not cancel until I see Verde Energy USA listed on my [redacted]".

Basically, the representative of Verde Energy USA lied to me when I was told that, "I could call the number on their welcome package to cancel before I am officially signed up with Verde Energy USA." This is a dishonest way of manipulating customers to sign up with their company.

Desired Settlement: Apology

Business

Response:

Business Response /* (1000, 5, 2013/04/25) */

We emailed the following response to Mr [redacted]

Mr. [redacted],

I received a copy of your Revdex.com inquiry earlier today.

The rep who took your enrollment should have been clearer on how you could cancel your enrollment if you changed your mind. While you can cancel at any time with no cancellation fee once the enrollment is sent to the utility Verde is not able to cancel it until the utility has processed the enrollment. In all states other than CT the enrollment can then be cancelled before the initial meter read date but in CT the cancellation becomes effective after one full meter cycle. Your enrollment was cancelled effective with your meter cycle which ended on 4/23/12.

We apologize for this not having been made clearer and for any convenience which may have been caused. Your phone number [redacted] also be placed on our internal Do Not Call list.

Regards,

Review: I FILED A COMPLAINT WITH Revdex.com REGARDING THIS COMPANY BACK IN NOVEMBER 2014. THEY SET UP AN ACCOUNT IN SOMEONE ELSE'S NAME UNDER MY ADDRESS AND ACCOUNT NUMBER WITH [redacted]. TO RESOLVE THE ISSUE I WAS TOLD THE SERVICE WILL BE DISCONTINUED AND A REBATE CHECK WILL BE MAILED TO ME. ON DECEMBER 15, I SPOKE W/ [redacted] VIA EMAIL REGARDING THE REBATE CHECK. SHE STATES IT WAS MAILED OUT ON 11/20. WELL I HAVE YET TO RECEIVE IT AND VERDE ENERGY IS STILL SHOWING AS MY SUPPLIER ON MY [redacted] BILL. SO AGAIN THEY HAVE LIED ABOUT DISCONTINUING THE SERVICE AND SENDING A REBATE CHECK. I MAY HAVE TO PURSUE A LAWYER TO RESOLVE THIS ISSUE BECAUSE CLEARLY THE COMPANY HAVE AND WILL NOT.Desired Settlement: I DON'T WANT A REBATE I WANT A REFUND OF ALL THE MONEY RECEIVED AS MY UNAUTHORIZED SUPPLIER AND TO BE REMOVED AS MY SUPPLIER ON MY ELECTRIC BILL.

Business

Response:

We sent the customer the following email todayMs. [redacted],

Review: 3/28/14 called Verde again about excessively high rate. Had signed up for FIXED, but their rate then switched to variable rate - It went from .0750 (Sept. 2013), to .0929, to .1019 (Oct., 2013), to .1319 (Feb. 2014), to .1469 (again in Feb. 2014) and then to .1519 (March 2014). Called to cancel, effective 4/3/14. They offered to send a refund check for around $50, which has not been received yet. I called again 4/10/14 upon receipt of another high bill of [email protected] $209.62. They only offered Billing to call to discuss payment options.Desired Settlement: Due to the "sneaky" nature of these rate increases, several even within the same month, and a switch from fixed to variable, I am requesting a refund to help cover the outrageous charges.

Business

Response:

We sent the following email to the customer.

Ms. Lundberg,

I have told Verde Energy a number of times NOT to call me. They called again two days again, I politely said no, hung up and she called right back. My husband got on the line and expressed our request to stop calling. Today July 30, 2015 they called AGAIN. I used them a while back and after the initial rate, they jacked my rate up a huge amount and never informed that they were doing so. Every other energy company I have used have sent a letter way in advance that the rate was changing. Verde are liars and cheats and need to be stopped.

Review: Verde Energy advertises itself as green energy. Verde claimed they traded renewable certificates. Upon repeated questioning regarding their energy sources, they finally provided us with a report on where they obtained their energy. It turns out NONE of their energy is from wind and solar, and they obtain energy, in part, from oil, natural gas, diesel, and coal. Asking a representation about this resulted in the response:"The link below is from the FAQ section of our web site and explains how we use Renewable Energy Certificates which help to fund and develop renewable energy sources. We purchase RECs across all renewable sources and do an annual audit to ensure that we have purchased enough RECs to meet our 100% renewable target. The mix changes continually so we do not have a set listing for this."Desired Settlement: Verde or "lowcostpower.com" should remove any claim of offering green energy and, moreover, should stop misleading customers as to their product.

Business

Response:

We sent the customer the following email today

Dear [redacted],

I received a copy of your recent inquiry regarding

renewable energy and want to provide you with some background

information on how our renewable energy offer fits in the overall

generation mix.

The power generation source table that you are referring to

represents the overall mix for all power suppliers in MA. The grid in

MA is delivering the same mix of power for every consumer regardless of

who they have selected as a supplier since there is a set mix of

generation sources putting this power into the grid.

With our renewable offer what we are doing is purchasing RECs

(Renewable Energy Certificates) from the owners of renewable energy

generation sources. A copy of our REC document which we send to

customers is attached for your reference.These RECs help support the

development and operation of these generation assets. As indicated in

the document we conduct a yearly audit to ensure that we are purchasing

the required level of RECs. Again, since we cannot change the actual

mix in the MA grid we need to use these RECs as part of our offer.

I hope this responds to your question.

Regards,

Review: On 4/12/2013, Verde apparently obtained personal, confidential information on myself, residence, and Energy Provider at that time ([redacted] On 5/1/2013, my existing service was switched from [redacted] to Verde WITHOUT my authorization to do so. Subsequently, over the past few months, my energy bill has been nearly double what I have payed historically. Moreover, the question is, why would I elect to switch my energy provider when I have energy efficient GeoThermal Heating & Cooling in my residence that already works to efficiently save costs...In my opinion, this is an egregious violation of my privacy and personal financial well being, and I strongly encourage that this be dealt with accordingly!Desired Settlement: Reimbursement of at least 1/2 of the past 6 months of payments.

Business

Response:

We sent the customer the following email today

Hi Mr. Morris,

Review: According to the sign up of their service, They promise you 75.00 for using there service for 4 months. The service was electric service to the house at [redacted] in **. They told me the check went to that house, I would check my PO box up there and nothing in it at all. We signed up for the service for the entire 4 months and never received the check at all. I have called many times and they are telling me the check was mailed out twice, To the address above. We never received the check at all. I do have a pic of the contract I signed up for if you need it. Please let me know if you need the pic of the contract and I will send to you.Desired Settlement: I would like my check they promised us It is a 75.00 check they owe us.

Business

Response:

Responded via email 6/12/15:Dear [redacted]

Review: Ending January billing cycle my rate changed from a fixed price to a variable price. On calling Verde in the begining of January the rate was converted to fixed (0.085) but it didnt reflect correctly in the next cycle causing me to pay more than .20 cents per unit (as compared to .10 [redacted] would have charged me). I have been calling regularly for the past 10 days and have been promised a call from the billing department who will make a a correction (refund since the last change to variable + a fixed rate) but to no one has contacted me.

The rate is double the market rate right now and till the refund is sorted I cant even cancel the account as it would close the out any history.

Phone number linked to this account is - [redacted]Desired Settlement: Please help me communicate with this company and get them to understand that they are overcharging families who are on budgets. Moreover they are the cause of anxiety due to the callous attitude towards the complaint. I just need a refund for the excessive charges and a rate equivalent to market rate if not lower.

Business

Response:

emailed reply on 3/11/15:Dear [redacted], This email is in response to the complaint you filed with the Revdex.com. I have tried to call your cell phone, per your request to our toll-free operator, but there is no answer and no ability for me to leave a message. The first call we ever received from you is on Tuesday, March 3rd, where you claim that you had called earlier in January and been promised a fixed rate of .0899/kwh (your Revdex.com complaint quotes .085/kwh). I have done a complete search for incoming calls to our 800 office and see no other calls before March 3, 2015. Verde Energy has NEVER offered [redacted] customers a rate of .0899/kwh (nor .085/kwh). If you called before March 3rd, the rate you would have been offered was .1149/kwh. I have adjusted your account to that 4-month fixed rate of .1149/kwh and issued you a refund of $78.76 for the difference in the variable you paid to this fixed rate, for the billing cycle 1/8/15-2/5/15. As a courtesy, 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 your checks in the mail within 15 business days.The .1149/kwh rate is fixed for 4 months. Your rate will automatically switch to our variable rate at the end of that 4-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 .1149/kwh on your 2/6/15-3/6/15 bill. If you have any questions/concerns please feel free to reply to this email.[redacted]Customer Support | Verde Energy USA[redacted]

Review: I signed up for Verge energy in March, 2014. Rates were advertised at 8 cents per KWH at the time. I did not sign a contract but I knew the rates were only locked in for a few months, they would match market rate after the 6 months although they promised the rates would not go above comparable suppliers. Well, I received this months bill and my rates had doubled to 18 cents per KWH. This would be fine if I had received notice OR if it was advertised on their website. BUT their website is advertising their fees at 11 cents per KWH. How was I charged 18 cents when their site is advertising 11 cents? This seems to be false advertising to me.Desired Settlement: I would like my electric bill to reflect your advertised rates, 11 cents per KWH. OR for your website to advertise the correct rate of 18 cents per KWH. You cannot advertise one price and charge another.

Business

Response:

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

Review: I originally received a telemarketer phone call from a different company called [redacted] Energy. They offered me a deal to always pay less for my energy through their company. I agreed and switched over in December of 2012. Then sometime in 2013 after looking at my current bill, I was switched over without my consent to another company called Verde Energy. That is when my bills to to escalate. Now my recent electric bill from Verde energy charged me 0.1305 per kwh for the past 2 billing cycles. By comparison, my local utility charges 0.0956/kwh. I was billed for the last 12 months at extremely high rates because according to Verde, when I talked to the service rep, she explained I had a variable plan and that due to energy price fluctuations, my price went up. I get that prices change, but to almost double (.0970 to .1867) is quite excessive! Apparently my next bill will be at a higher rate too even though the website states your bills are lower with Verde. I". I was told I my rate would always be at least 2 cents cheaper than my standard carrier rate. I believe Verde Energy is excessively overbilling and needs to be investigated. I am very unhappy with their pricing practices. This company is consistently higher each month than my standard energy company supply charges at reviewed on my last 12 months of electric utility bills. [redacted] needs to step up and do what is right. I believe I was switched in error without my consent and therefore am entitled to a refund. This is called slamming and I believe is against the law in the state of New Jersey, where I am a resident. Additionally, I called [redacted] and they acknowledged switching customers without their consent. Instead they should of switched me back to my original utility company for supply charges.Desired Settlement: I want a refund of $488.08 for rate overcharges of 38.9% higher for October 2013 thru October 2014. This is based on Verde monthly supply charge rates as high as $0.1867 vs. [redacted] (my standard carrier) monthly supply charge rates of $.970. per kilowatt hour.

Business

Response:

We sent the customer the following email today

Mr. [redacted]

Several unsolicited calls to my cell phone, the number for which they got from a purchased list (with a name other than mine attached to it). My number is on the National Do-Not-Call registry.
When I told them that they had the wrong number, they proceeded to ask for my personal details. When told that I wasn't interested and wished to be removed from their mailing list, they flatly refused.

Review: Verde falsely told PSE&G (my NJ utility) that I was switching to Verde as my third-party gas supplier. I am happy with my current supplier, [redacted]

Verde apparently was among the horde of third-party gas suppliers

who have plagued me by phone in the past few months, asking me to switch to their companies. I rejected every one of these requests, more and more rudely as time went on.

I did not agree to a switch to Verde, or to any other applicant. I am satisfied with Rescom as my gas supplierfDesired Settlement: I would like to see other customers protected from such unethical sales practices as this. Please inform Verde of my complaint, and tell them I have vehemently turned down all phone proposals suggesting I switch gas suppliers. The Verde salesperson who signed me up should be terminated.

Business

Response:

Business Response /* (-10, 6, 2013/08/19) */

Below is a copy of the email we sent today to Mr. Braekse:

Mr. [redacted],

I received a copy of your recent Revdex.com inquiry.

Your account with Rescom was assigned to Verde Energy by Rescom Energy as provided for in Rescom's customer agreement. All Rescom customers received notice of this assignment in a letter dated 2/5/13 and as part of the assignment Verde lowered the supply rate to all former Rescom customers. A copy of this letter is attached for reference.

You are currently receiving an electric rate of $0.0990/KWH. You can cancel your enrollment with Verde at any time by calling XXX-XXX-X. Verde has no cancellation fees of any type.

Regards,

Review: This company is a disgrace. They offer "lower priced" electric energy below the electric company's rate. However, what is not made clear is that after a time period (3-6 months) suddenly one enters "variable rates" unless the customer calls and renews their fixed "lower price" rate. Two issues: the "lower price" rate is often higher (or only a few pennies lower) than the electric company rate per KWH of electricity. Not much savings. However, if one enters the "variable rate" by either misunderstanding the unclear agreement or by forgetting to call at the right time, the variable rate is typically almost double the standard electric company rate (typically 80-100% increase). This means that a $100 electric bill for the month suddenly becomes a $180 - $200 bill. Quitting is also not easy, as you can't quit if you are in the variable rate phase (they tell you the next 1-2 billing cycles will be charged at the "variable rate" before the electric company discontinues Verde Electric "service"). A scam of the worst order. If you ask to be repaid for your overcharged bills, they may give you refund for one month, but no more.

I requested that I never be charged the "variable rate" and I was told by phone by a Verde Electric representative that indeed, I would be locked in permanently at the lowest possible rate available, but this was a lie. I was again charged at the variable rate as soon as winter started. Despicable business.Desired Settlement: Back pay for all overcharged months (totaling over $500).

Business

Response:

Dear [redacted] This email is in response to the complaint you filed with the Revdex.com, and the calls you placed to our customer service center. I have looked up your account and see that your original enrollment became active on 2/14/13 and was for a variable rate. Then I see that you called in May/2015 and asked to be switched to our fixed rate at that time. You were issued a refund for the difference in rate for one month at that time, and switched to our 6-month fixed rate of .1099/kwh. At that time, we also mailed you an updated Terms of Service showing the new rate and for how long it would remain. All customers are welcome to call our toll-free number when their fixed rate is about to expire, and they can sign up for another fixed rate, or go to a different supplier. There is no cancellation fee and no contract (minimum stay) with Verde Energy.I'm sorry your stay with Verde Energy was not to your satisfaction and see that your account has been put in for cancellation. [redacted] chooses your final date with Verde, we have no control over exactly what date they choose, so we advise customers that it may take 1-2 billing cycles. I have adjusted your rate to our current fixed rate of .1049/kwh for any remaining bills with us and issued you a 1-month refund for the difference in rate from your most recent bill to the fixed rate. You should receive your $91.36 check in the mail within 15 business days. Karen M[redacted]Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

Review: I signed up my residence for a low cost 3 month energy supplier contract with a guarantee of $75 cash back and never received the rebate.Desired Settlement: I would like the $75 refund check promised to me.

Business

Response:

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

Review: This energy provider sold themselves to us as a low cost ebergy provider and offered an extremely low introductory rate to switch services to theirs. After being on the service now for a year or more they are raising the rates of service, and are now almost double the cost of the [redacted]. All the while oil costs have dropped dramatically during our tenure with this provider. There is no valid reason to raise energy costs when you sold services as a lower cost provider, offered incentives to have people switch, and now are gouging the consumer in 2015 when fuel costs are at their lowest in years. This is atrocious and I believe criminal as Bait and Switch.Desired Settlement: Have the last three month bills dropped to the rate that is charged by the [redacted] utility. $0.12629 kWh is the highest rate that should be allowed. Lower than that, as a low cost provider was advertised, should be what is used. If you type in their web address - [redacted] you are redirected to a website called [redacted]. Read It. Then If you check their [redacted] page - it presents itself as Low Cost and Saving people money. Overcharging for rates equal to or higher than the main utility provider is NOT what is represented by this company. False Advertising is Active even today.

Business

Response:

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!

Review: I called Verde on February 13 requesting that my service be canceled. They were supposed to notify the

electric company, but they didn't. I had to call them repeatedly and I had to threaten to report them. I received a letter from my electric company stating that my service end date with Verde is 04/08. After I requested my service be canceled they raised my rate from $8.99 per kwh to $11.49 per kwh. The customer service reps at this company gave me the run around and always pretended as though they couldn't see what was done on the account and they couldn't see if a cancelation was requested. This is a game so they can get more money by not sending the request through and raising your rate after the request finally goes through.Desired Settlement: They need to adjust my bill because I requested to be dropped on 2/13 and they didn't send the request to my electric company. They also raised my rate over $2.00 after I requested to be dropped.

Business

Response:

replied via email 3/18/15:Dear [redacted],

Review: I have been using Verde who offered lower energy prices than [redacted]. I have been paying my monthly bills and noticed the rates increasing. Last month my bill was $85....ok not bad at all! This month I receive a bill and it is $500 which is almost triple what I normally pay. I called [redacted] and they said that Verde did not give them billing information the month before and that this month they are charging me double what [redacted] charges. I contacted Verde. They say I was notified about going from fixed to variable. How? They couldn't tell me. Was it a phone call, an email, [redacted]? No response. I never received notification. For all purposes, I should be paying the low fixed rate that had been offered to me when I signed up with them. How can you just switch a customer over without notification? How can you charge double what our original company charges when offering a lower deal?Desired Settlement: I would like my most current bill reduced to the lower fixed rate or the total amount dismissed. I have removed them as a provider but yet they say I can be billed by them for another 1-2 months until an actual reading is done on my meter. I want them dropped immediately.

Business

Response:

We sent the customer the following email today

[redacted],

Review: Apparently, Verde Energy says that I called in and requested to have them as my energy provider instead of [redacted]. Well I am not on the electric bill and I do not have permission to change anything with the person's electric bill that they attached this to. I also did not call in and they will not let me listen to the voice recording that they said they have. They charged my roommate's account $1,101.91!!!! How can they charge someone's account that didn't even give them permission to do so? They have to talk to the person the bill is under to allow someone to change anything on their account. I never called and they said it was me who called. How can I have any say over my roommate's electric bill when I am not on the account nor do I have permission to change anything on their account. This extra $1,101.91 on my previous 7 bills is causing our electric to be shut off next month because we are not paying for charges that were never allowed to be on their bill. My kids will not be able to eat or have electric because of Verde Energy illegally adding themselves to my roommate's bill when they did not have permission to do so. We will be taking Verde Energy to court if they do not refund the $1,101.91 to the electric bill! This is totally unethical and is not how you do business. No one but the person on the account has permission to alter anything with their bill no matter what!Desired Settlement: I think this business needs to credit my [redacted] account the $1,101.91 in charges that were not approved to be on my bill and they did not have permission to be on my bill. If this is not credited to my account, we will be taking Verde Energy to court. This is illegal to attached themselves to an account without talking to the person the account is under.

Business

Response:

We sent the customer the following email todayI reviewed your inquiry and Saturday call to our customer support group.

Review: When I joined Verde Energy they told me that my rate would be less than the company I was currently with, and that the rate would stay the same and not be changing. For 3 months they estimated my bill, I have never in my life had an electric bill be over 150.00 now this month I get a bill for 385.00 and out of that 284.27 was Verdes. I called the office to find out why so high and they wanted to put me on a rate that stayed the same instead of one that is flexable for me to stay with them, but no I canceled with them because even the electric company they are buying electric from stated that they have continued to flex there rates, why should I have to pay the price for the rate now when they were to lazy to come read my meter for 3 months. .121900 is not what I agreed to pay when the other company is charging a lot less.Desired Settlement: To change my bill to what it would have cost me 3 months ago and not what they are charging today. I also want to make sure they cancel my electric with them as of todays date.

Business

Response:

We thought we previously responded to this inquiry.

The customer's enrollment was dropped on the day they called, 2/25/14 and the account is leaving service with Verde as of the end of this billing cycle on 3/18/14. As a goodwill gesture we are sending the customer a $75 rebate check even though they have cancelled service.

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,

Edith Hannigan