Verde Energy USA Inc.

Review: I called to cancel my service with Verde Energy on 1/23/14 due to the excessive charge rate of $0.1149 versus [redacted] rate of $0.0977 for the month of January (despite what their website claims of never charging more then the local energy distributor). Since then Verde has increased the rate each month to $0.1499 in February and $0.1599 in March. [redacted] rate on the other hand has decreased $0.0877 for March. On the same day that I cancelled service with Verde (1/23/14) I signed up for service with another provider for a fixed rate of $0.071. Despite having no contract with Verde they have failed to drop me from their service as I have requested and instead have the new charge rate of $0.071 that should have taken effect immediately. Verde Energy has overcharged me $964.05 since my rate was switched to a variable rate on 6/19/13, $781.96 of that has been since I canceled on 1/23/14. I have read their entire service agreement and disclosure statement and it states that joining is at no risk, with no contact and the customer may cancel at any time.I contacted the company and was told multiple times that I would be contacted by the billing department to resolve the issue. For some reason they are not allowed to transfer me directly to the billing department and they have to call me back. I gave my cell phone number to them a total of (3) three times and was told each time that I would be contacted in (4) four business days. The first time I contacted them was to cancel service with Verde, I was told it would take a couple of billing cycles for it to take effect. I told them to cancel as soon as possible. After my most recent call, they told me they do not have record of my first call and that they finally cancelled the service as of 3/24/14. I have spoken to multiple representatives from Verde Energy including supervisors and have not been offered any type of reconciliation for the outrageous charges, a few of the operators even agreed with me that the charge was incredibly high.Desired Settlement: I would like Verde Energy USA to refund me the full amount of overcharging since my rate was switched to a variable rate versus [redacted] rate which was lower every month. The total refund should be in the amount of $964.05.

Business

Response:

We sent the customer the following email today:

Hi Robin,

Review: My recent electric bill from Verde energy charged me 0.185 per kwh for the past 2 billing cycles. By comparison, my local utility charges 0.101/kwh. Verde currently has 0.109 as a 6 month fixed rate on their site for ** consumers. I was billed 2 months at this rate because according to [redacted], Verde did not submit their billing to them last month. When I talked to Verde, the service rep 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 (.109 to .185) is quite excessive! Apparently my next bill will be at that rate too even though the website is 0.109. Maybe a 10% to 20% rate hike is "fair". I was told I could only get back down to the lower rate if I locked in another fixed rate. I believe Verde Energy deliberately did not bill me last month thru [redacted] and then billed me in the height of summer a rate that is beyond excessive. Prior to this incident, for the most part I'd been happy with their pricing. Very unhappy with their pricing practices.Desired Settlement: I had a $431.98 charge in July and a $397.63 charge in August. This is based on a rate of 0.185. I would like to be billed for something more reasonable. Prefably the advertised rate on the site of 0.109 but I understand that is a fixed rate. Something more reasonable that 0.185 which is excessive.

Business

Response:

We sent the customer the following email today:

Review: Have been over billed for two months at a variable rate when it should have been a fixed rate. Have spoken to them 4 times since Dec 2nd about getting a refund. They keep promising their billing department will call me to send me a refund check but no phone call has happened as of yet.Desired Settlement: Reimbursement for the overcharge

Business

Response:

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

Review: I switched electricity providers a very long time ago to Verde Energy - after my initial contract expired they failed up update in their system my new utility rate. Every month since September of 2014 they have been over-billing me, admitting their fault, promising to correct the issue, only to have the same over-billing take place the following month. My account is configured for automatic withdrawal for payment so its EXTREMELY frustrating when this vendor is taking 150% more of what I should be paying.

I feel like Verde Energy is taking advantage of the situation now. Almost like they are using my money as a short term hedge or something.......this just isn't fair any longer.Desired Settlement: Immediate resolution of this ongoing overbilling. A refund check for the overcharged amount and a credit of $200 dollars for my pain and suffering while this ordeal drags on 6 months...

Business

Response:

Emailed customer on 2/25/15:Dear [redacted]

Review: I signed up for the Verde Service thru my [redacted] provider becuase of the [redacted] incentive they offered. When I recieved my August 18th [redacted] bill wich was for service 6/27 - 7/29 the bill seemed much higher than normal. I called Verde on or around August 9th, 2013 to cancel their service. I also asked if I would still recieve the [redacted] rebate they said no. I paid my [redacted] bill which covered Verde's portion of the bill. I just recieve my [redacted] bill 2 days ago and noticed that Verde charged me again. I called [redacted] and they said they just recieved the cancelation on 9/25/2013. It took them 7 weeks to cancel my service and in the meantime they have charged me another [redacted]. My service should have been canceled imediately. They never informed me when I canceled that it would take a full billing cycle. And they do not state anywhere what there cancelation policy is. This company's billing practices are disgusting. Verde didnt save me money, they cost me more. They are a fraudulant company as far as I am concerned.Desired Settlement: I would like the last amount of 38.57 to be removed from my October 15th bill.

Business

Response:

We received a drop request for Ms. [redacted] account on 9/4/13 and sent it that day to the utility. Accounts are dropped at the end of the next avaialable billing cycle which in this case was the cycle which ended on 9/26/13.

Even though [redacted] has cancelled we will process her $50 bonus rebate and she will receive a check within 2 weeks.

Review: I received a call on 12-23-13 from a gentleman who began the conversation with we are going to remove services from your ComEd bill and reduce your utility costs. I stopped him and asked if he was from ComEd and he said no. I stated I did not want the service and requested I be removed from the calling list. 12-30-13 I receive a letter in the mail thanking me for switching my delivery provider of electric and a confirmation from ComEd that my electric provider has been changed. I called Verde and asked for confirmation of the request of change and a contact for the complaint department. [redacted] told me there is not a complaint department and he would forward my comments to the billing department. I requested a contact for complaints again and was not provided one. I asked when I could expect a call from the billing department and [redacted] stated it could take 2-3 days. I said I would expect a call by Friday 1- 3-14 in time to make the deadline for cancellation as stated in the letters. I also advised I felt this is deceptive marketing and asked for the marketing departments contact and again was told no. This supports the deceptive practices of this company. The initial telephone call was misleading and is presented is a trickery type of dialogue. Companies must be held accountable for their actions.Desired Settlement: This company shows there is no integrity in the sales tactics and should not be allowed to continue in this business without severe penalty.

Business

Response:

The customer's enrollment with Verde will be cancelled. Verde does not have any cancellation costs of any type. The customer did agree to enroll with Verde and completed a recorded third-party verification of their enrollment.

One of our customer support staff will contact the customer later this week to confirm the above.

Regards,

Tony Menchaca

Review: Price gouging and unauthorized switch to Verde Energy USA. On January 21, 2014 I received my Electric Bill and realized that my electric bill was higher than normal and the rate was $0.1049 kWh vs. my local provided $0.08754 kWh. Verde Energy USA was contacted on January 22, 2014 and the request to be switch to my local provided [redacted] Utilities. However, when I received my next monthly bill on February 20, 2014 Verde Energy USA was still my provider and my rate increased by 60% to $0.1649 kWh. Verde Energy USA was contacted on February 25 and 26 for the following reasons. An unauthorized switch to Verde as my electric provider for which they stated that they would send me and electronic wave file to my Email account since they record all conversations authorizing the switch from Direct Energy on April 15th, 2014 and that they would have their Billing Department provide a return call.After several days without a return call or an Email with the recorded conversation to switch my electric provider, I called Verde on March 3, 2014. I was then told that there was no recorded message authorizing the switch to Verde. I requested to talk to their Billing Department to resolve the rate and their bill and was told they would call me back.Desired Settlement: I would like a call back from Verde Energy USA from the Billing Department to adjust my rate and final bill.

Business

Response:

Our customer support staff spoke with the customer on March 3. We are issuing a billing refund of $277.35 which the customer appreciated

Review: I switched from [redacted] to Verde about 2 1/2 years ago because of their more reasonable rates. The last 3 months, their rates have far surpassed [redacted] rates. Verde is about 6 or 7 cents per kilowatt higher. I would like to be compensated for these outrageous price increases these past months. I would like a refund ASAP. Is this something you could help me with,Desired Settlement: Compensation for these rate spikes.

Business

Response:

We sent the customer the following email today:

Ms. [redacted],

Review: I switched to Energy supplier 3 years ago, to take advantage of more 'green' supply of energy. the original company was bought by Verde, which is now charging DOUBLE per Kwh than my electric delivery company!. This is almost tolerable, except that during the billing period from June20th-July21st (THE PEAK OF THE SUMMER MONTHS) they did not receive a meter reading from [redacted] so did not charge for any electric. The next month I get a bill TWO 1/2 TIMES THAN NORMAL. Silly me, should know to police my bill more carefully and question a bill for $116.77 one month to $663 the next month. So much for being green. Verde could care less and simply tells me I have a variable rate and that [redacted] didn't give them the meter reading so they couldn't bill that month. SO LET US KNOW, CALL US, EMAIL, ANYTHING!!! DONT DOUBLE BILL THE NEXT MONTH!!!!!! My bill is now $900, because like many of us consumers who pay on average $200.00 month, to go from 116 to 663 is ridiculous.Desired Settlement: Refund of monies they didn't charge me that billing period from June 20,2014 to July 21, 2014. $365.06. as I was not PROPERLY notified they didn't have all info to charge and were going to charge for TWO months on ONE Bill~!!

Business

Response:

We sent the customer the following email today:

We received your inquiry. Your enrollment with Verde has

been cancelled per your request. Even though you have cancelled, as a

good will gesture we will issue you a billing adjustment check for

$153.84 to lower the effective rate on your 7/20/14 bill which had the

highest level of KWH usage. You should receive this check in

approximately 2 weeks.

Review: Verde Energy USA promised an electric generation rate of $0.0779/ kWh on our billing cycle for our electric service for the period of January 20- February 19 (30 days). It charged us at an electrical generation rate of $0.199900 causing the bill for the aforementioned period to be nearly $100 higher. We have the letter promising the rate of $0.779/ kWh. We expect the company to refund us according to their promise.Desired Settlement: Recalculate the Eversource (formerly [redacted]) bill for the period of January 20- February 19, 2015 and send us the difference.

Business

Response:

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

Horrible company to deal with. Can't actually speak to anyone that can fix the problem. Cancelled service in April 2015 and still getting billed for it and trying to get a hold of someone (anyone) that can help so that they stop charging me. Actually had a customer service rep yell at me. So unprofessional. I am trying to get my service cancelled.

Review: I have joined with an energy provider before I was with Verde Energy. I was on a fixed rate for transmission charges. I have recently found that I was being charged on a variable rate, which is more than double of any transmission charges that I have ever had with [redacted]. I have made several phone calls in which I spoke to 4 associates and 2 branch leaders to figure out why they were charging me so much in transmission charges. My neighbors with bigger houses are being charged half of what I am for their electric bill. Through phone conversations I found that the company that I was with before Verde was sold to Verde without giving notification to customers. They also switched my fixed rate to a variable rate without notification as per the conversation I had with an associate. They would not give me any information as to who I could directly contact to solve this issue. Also, I am not sure that the associates gave me real names. That I would have to wait for someone to call me back for a possible refund. I then called again the next day because I've been getting hosed for over a year with over charges, which I consider to be price gauging to more than double transmission charges. They said that I would have to possibly stay with them to receive a refund. This company has at least over charged me versus the fixed rate they offer and other companies offer by well over $1500.00. Unethical, misleading, and worthy of a class action lawsuit. I will not rest until this is made right. It has now been 5 days with no phone call.Desired Settlement: At least $1500.00 needs to be refunded to me for the passed year and a half under my nose price gauging. The truth is, that this company does not have the logistics in place to handle their clientele. Instead they make their money by jacking up their rates hoping people don't notice. Now I am left to struggle this month trying to pay over $500.00 is charges, not to mention struggling every month and scratching my head as to why my electric bill is so high because I only keep the tv on for 2 hours a day and my house is as cold as ever because I'm afraid of what the bill will be next month. Just dirty business all around.

Business

Response:

copy of email sent on 2/4/15:

Dear[redacted],

Review: Verde Energy marketed itself as a low-cost energy provider, and indicated they would provide lower "price to compare" energy prices as compared to my utility, [redacted] I switched to Verde Energy, believing de-reguluation would keep prices competitive and fair. However, the opposite occurred. When my fixed rate period expired, the generation charge dipped down a bit and then has been going higher ever since. The [redacted] rate has been approximately $0.10 for as long as I have records, whereas Verde Energy rates have been anywhere from $.16 to $.18. This makes no sense from a consumer point of view. Why would I pay almost double for a commodity? This is a classic bait and switch. Verde Energy kept raising their rates, betting that I wouldn't look at my bill to see the obvious price disparity. This is a case where deregulation failed, and private enterprise greed prevailed.Desired Settlement: I would like a refund of my generation charge equal to the difference between [redacted] price to compare and Verde Energy's price on each of my monthly [redacted] bills from the time my fixed rate contract with Verde Energy expired in August 2011. I estimate this to be around $6,000.

Business

Response:

Sent email directly to customer:Dear [redacted]

Review: One month ago I switched energy supplier from Verde to Starion Energy . today 1/27/14 I received a phone call and the gentleman said it was about my last energy supplier switch. I asked if he was calling from the company I switched recently, he said yes and he would send me a check if I just confirm that switch. He said I have to listening and answer and he would press the keys needed to continue. I answered thinking it was my actual supplier. At the end they gave me a confirmation number 830181. I was switched back to Verde! I called them to cancel that and they said I have to call [redacted] I called [redacted] and they said they didn't have anything in their system yet. I called Verde again and after talking to 2 different people they said they would cancel the change but I have to call [redacted] in 2 days Verde is using deceiving methods to enroll customersDesired Settlement: I want to get back to the supplier I got before the phone call I mean Starion Energy without having to make any additional phone calls

Business

Response:

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

Review: When the company first contacted me, they were offering a $100 rebate card. As the conversation continued I realized what they were trying to do and told them to cancel everything that I have done and that I do not want to proceed with any services. The lady I was on the phone with told me that everything was cancelled. I asked her for a verification email saying that everything was cancelled. She told me there was nothing that she could send but it was cancelled. I checked my bank account today, and they charged me the monthly fee of $13.95. I dont even use their services at all! Then today I spent the last two hours trying to get hold of someone in the customer service department. I called 3 times and was kept on hold 30 minutes each without ever once getting someone to pick up the phone and assist me. I just want my name off the list and all moneys taken out my account, refunded.Desired Settlement: I want all moneys taken from my account from the company refunded to my account and my name taken out of their system.

Business

Response:

We sent the customer the following email todayDear Ms.[redacted], Upon

receiving your recent complaint, we have successfully cancelled &

refunded your account, please allow 3-7 business days to see this refund

reflected on your bank statement. If you have any further questions,

please contact me directly.

Review: I changed electric providers to Verde Energy on Feb 7th, 2015. I enrolled using their online form and read the terms and conditions. The terms were very simply no cost, no contract. When I received my bill from [redacted] (formerly [redacted]) this month for the bill data of March 6th, I was astounded to see a bill for $502.31. I immediately contacted Eversource, and the explanation I received is as follows. [redacted] provides fixed rates from Jan 1 to June 30. If customers change providers during that time, they are then moved to a variable rate (about 50% more than the fixed), and this is RETROACTIVE to Jan 1. They said there is nothing they can do, however I can contact Verde and ask them to cancel my contract effective as of Jan 1.

I have called Verde twice now (March 9, 2015, March 13), spoken with three Verde representatives (two standard, one manager), who were all unaware of these charges. All three representatives informed me that I would need to speak with someone in billing. It is Verde's standard operating procedure that it takes 5 business days to speak to anyone in billing. There is no live transfer and I have to wait for a call back. After explaining my situation, they assured me someone would call. I have waited the time period, yet no one has called me back, and I do not anticipate anyone will.

Again, there was absolutely NO indication that by switching providers, I may be subject to additional fees and charges. I can't contact anyone there to help me.Desired Settlement: They need to fix what the broke. I was promised a lower energy bill, now I have to pay $502.31 more just due to the switch. This isn't right, especially given the fact that [redacted] has raised their rates so high and us, along with everyone else, has been paying very high bills all winter.

Business

Response:

Replied via email 3/16/15Hi [redacted],

Many many annoying calls to my home number. I have complained about the calls , but they continue to call.
It's a shame, because their services may be very good. I will never know, because their solicitation practices are ridiculous, annoying, persistent, and disrepectful.

Review: Verde Energy USA made a cold call to my home in an attempt to contract an agreement in which they promised to provide very low rates for renewable energy resources. They lured us in with a kilowatt hour rate that was substantially lower than our current provider, but spiked the rates to 24.9 cents per kilowatt hours approximately two months after entering the verbal agreement. Our bill more than doubled! I contacted Verde Energy on two occasions to discuss the matter. Upon hearing my complaint, they quickly offered a new low rate but did not attempt to adjust the exorbitantly high bill. When I pressed the matter, the customer service representative referred me to the billing department to request an adjustment to the bill. However, when I called them back for the second time and spoke to the supervisor of the department to inform them of our decision to cancel our business agreement, we were treated poorly and no offer was made to reduce our bill. Verde Energy conducts unethical business practices that I would consider stealing.Desired Settlement: We have payed this bill but would like the Revdex.com to contact Verge Energy to request a refund totaling half the amount of current bill (due March 16, 2015.) The current bill is $556.83 and the previous month's bill was $203.10.

Business

Response:

responded via email 3/18/15:Dear [redacted]

Review: I called ###-###-#### several times, which is a calling center and the only number I had or could get from them or their web-site. I left several message with them for their billing dept. to call me. Each time I was told they would call me within 48hrs. Today is 9 days later, I cancelled service due to the lack of TRUST I now have for this company. After my cancellation I received a call telling me that they could offer me a rate of .1129. They were charging me .15 I have a letter from them dating back to 2/3/13 telling me my new rate would be .0990 there was no time limit on this letter. Around Sept'13 or so...they slowly have been increasing my rates, without notice. They advertise as "low cost power", however, I did not find it that way. In the last four months they have charged me $126. more than PSE&G.Desired Settlement: I would like a refund for the additional charges above and beyond the rate that we were quoted, .0990/KWH. There was no time limit given in the letter we received. I expect a trust worthy company to inform you of increases when they desire to do so. I can submit this letter to you upon your request. Thank you for your assistance in this matter.

Business

Response:

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.

Consumer

Response:

Feb. 13, 2014

Review: [redacted]

I am rejecting this response because:

Verde has not addressed the problem. We already know from my original letter to them that I cancelled service the reason was I did not get a response from them until 9 days later and it was "after" I cancelled my service due to no response from the company, therefore, feeling I no longer trusted the company. Plus I was not informed of any increases nor was I told that I was changed to a variable rate. As I explained in my first correspondence. I expect the company to reimburse me for the overcharges. My last correspondence from them was on Feb. 3, 2013 stating the rate was .0990 and there was no mention that it was a variable rate. I can fax you that correspondence, if you would like, please supply me with a fax number. They are not addressing my request.

Sincerely,

Betty Wizeman

Business

Response:

Two follow up items on this inquiry.

1. Terms of Service; I have attached the TOS that was mailed to this DEG customer at the time their account was assigned to Verde. Item 1 indicates that the rate will be a monthly variable rate after one year of service from their enrollment with DEG. For this account one year ended in February 2013 and a check for $42.85 was sent to the customer as their 3% rebate. The $0.0990/KWH rate did not change until June of 2103 when it began to increase because of increases in Verde's energy supply costs.

2. Cancellation: This was submitted to the utility the same day it was requested by the customer on 2/4/13. The account will leave Verde service at the end of the current billing period on 3/12/14. There was no delay in processing this cancellation.

Review: hello so I spoke with a [redacted] at Verde on 1-10-14 to cancel the service. She assured me a cancellation letter would arrive soon. Then on the 27th of January as I had not received a cancellation letter I called again. I spoke with a terry who said I needed a meter reading first and they would not pro-rate from January 10th.Desired Settlement: I would like a pro-rated bill from January 10th,as this company only doubled my bill and I did not see any savings.

Business

Response:

We reviewed this account and offer the following

1. Verde Energy submitted a cancellation to [redacted] on 1/11/14 but it was not processed by the utility due to a data error. We have re-submitted this cancellation several times over the past 3 weeks and it is finally being processed by National Grid this week. The utility controls this process, we cannot cancel an account on our own.

2. The customer is being charged a supply rate of $0.0899/KWH by Verde which is 12% less than the national Grid supply rate of $0.10025/KWH as noted for the 11/13-4/14 period in this link: http://www.nationalgridus.com/masselectric/home/rates/4_default.asp

The customer saved money with Verde.

We apologize for the delay in getting this cancellation processed. It was not entirely in our control