Verde Energy USA Inc.

Review: My complaint about this company is that I've been contacting their customer service about why they are still charging me on my bill and if they say I no longer have their service then why charge me. It shows up in the( account balances by company) option on my bill and is part of my total billing.Desired Settlement: Have all charges removed from my bill or refund.

Business

Response:

We sent the following email to the customer

Mr. Gregory,

Review: Verde energy was over charging me on my energy bill for months and months when I finally notice[had paperless billing and auto pay] I called it was one of the worst customers service I have ever experienced. They said someone would call me in a week that never happened it was 2 weeks and I'm the one that had to keep calling. They told me there wasn't much they could do and [redacted] was who I talked had a bad attitude, made me feel like it was my fault the rate jumped almost double(rate went from .09 to .16)She said they knew about the problem of over charging. Other people and also I think the state contacted them about it but they were just letting the over charging keep happening. Even if it's not a fixed rate this company should have let people know the rates were going up and up but they don't they just do whatever they want. I was told I was going to get reimbursed for some of the over charging(only one month not the 4 they over charged) and still haven't seen any money yet been over month. Also my wife or I never signed up for the company but they said we did on the internet which nobody did cause they offer a $50 rebate which was never sent out or cashed cause I never signed up but that's my fault cause this company doesn't work with their customers and they are always right. This is one of the worst energy company out there they change their rates all the time with no heads up about it before you notice it's to late and they have a hard time giving your money back even if you have already payed. I just want people to know about how this company does business and doesn't care about their customers. They just care about money in their packets and over charging people. As long as they get their money they don't work to help the customers with the problems of over charging and raising rates higher than normal. They make it like it's your problem for being with this company and asking why the rates with up so much. The customer is always right I thought but not in this company.Desired Settlement: I would like all the money they over charged me and not just for one month but the 4 they over charged. The rate I was paying was .09 and for some reason it went to .16 I would like to be reimbursed at least the difference between the rates for the months of January, February, March, and April.

Business

Response:

We sent the customer the following email today

[redacted],

I reviewed your recent inquiry.

[redacted] enrolled this account with Verde on 1/29/13 at 10:14 PM. She provided an email of [redacted] and enrolled from [redacted] which is a [redacted] ISP. Your account was on a variable rate offer

and the rate

increased due to significant increases in energy supply costs, not all

of which

were passed on to Verde customers. Even though your account left

service with Verde on 5/14/14 we will issue you a billing adjustment

check for

$44.02 which lowers the rate on your April bill to $0.0869/KWH which was

also the rate we used to lower your actual May bill. You should

receive your check in approximately 2 weeks.

Regards,

Verde Energy USA

Business

Response:

We sent the customer the following email today

[redacted],

I reviewed your recent inquiry.

[redacted] enrolled this account with Verde on 1/29/13 at 10:14 PM. She provided an email of [redacted] and enrolled from [redacted] which is a [redacted] ISP. Your account was on a variable rate offer

and the rate

increased due to significant increases in energy supply costs, not all

of which

were passed on to Verde customers. Even though your account left

service with Verde on 5/14/14 we will issue you a billing adjustment

check for

$44.02 which lowers the rate on your April bill to $0.0869/KWH which was

also the rate we used to lower your actual May bill. You should

receive your check in approximately 2 weeks.

Regards,

Verde Energy USA

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I'm not happy with this company. I can't wait another 2 weeks for money that I already paid. If I didn't pay this company on time there would be a penalty so I would like more money due to the fact that it's been over a month with no sign of being paid. If I never called back last week or write to Revdex.com I feel I would have never get my money that is owed to me. I'm the one that was over charged and I'm the one that has to call and call just to get my money. Also, this company doesn't call back when they say they would and has very bad customer service. I never ran into a company that doesn't call you back when they say they would even it's going to be in a week. In all my time as a homeowner and renting I never ran into a rate increase due to significant energy supply cost in the winter time always in the summer. This company said they didn't pass all the increase on the customer but they did cause [redacted] didn't raise anything. I'm not the first person or the last person verde energy did this to. There should be a law that energy companies should tell you when there is a rate increase. This company is a scam and doesn't care about their cumstors.

Sincerely,

Review: I changed my energy provider from [redacted] to a third party provider -- Verde Energy USA about 2 years ago with promises that they would provide lower energy costs. For the first 18 months as they promised, my energy cost were slightly lower than [redacted], but once the 18-month period ended their costs skyrocketed!! They have refunded me part of the over charges but still owe me $111.45 and after trying to get in touch with them for the last 2 months, they finally sent me an e-mail today saying that they cannot refund me any further money. My real complaint against them is that their voice over on the phone when you call to speak to a representative claims lower cost energy. That is a complete untruth. Their rates are consistently higher than [redacted]. As a matter of fact for the months of January, February and March, their rates cost me $195.67 more than I would have paid if I had stayed with [redacted]. That hardly supports their claims of lower energy costs.I want other senior citizens to be aware that they should stay away from Verde Energy USA or any third party energy supplier, because in the end they will be paying more for their energy.Thank you for your concern in this matter.[redacted]Desired Settlement: I don't know whether or not the Revdex.com has the authority to encourage Verde Energy USA to refund the $195.67 they owe me, but if they can that would be wonderful. Senior citizens have a difficult time making ends meet these days and need all the help they can get. Thank you for anything you can do to make that happen for me.

Business

Response:

We sent the customer the following email today

[redacted],

I reviewed your recent inquiry. We

issued you over $111 in billing adjustment checks which you cashed in

early June and we lowered your rate to $0.1049/KWH for your April, May

and final bill in June. We believe this is very fair since you also

saved money on your bills for many months prior to your rates increasing

because of significant increases in energy supply costs.

Review: I received a phone call one Saturday morning about 2 months ago. A woman was offering a way to save money on my energy bill. She was from the company Verde Energy USA. Normally, I would initially tell them I'm not interested and hang up the phone; however, she specifically told me that it would lower the cost of my electric bill and give me one flat rate instead of a variable rate. I was enticed because my electric bills are usually anywhere from $150-$300 a month. She told me that Verde would then take over my electric bill so I would be paying them instead of [redacted] (my initial provider). This would last for 4 months throughout the winter. I was excited because she told me that this would lower my bill dramatically. It took 2 months to finally carry over onto my bill, but I finally got the bill with Verde on it 2 days ago (Feb. 9th, 2015). She lied. My bill has tripled; this month alone it is $597.86. Not only that, but I am paying both [redacted] and Verde Energy, So basically I'm double paying for the same electric service. I owe [redacted] $114.80 for this month and Verde Energy $405.81. The entire Verde Energy thing was a scam to get me to pay them on top of my first provider. This is not fair. I was hoping maybe there would be some way that I could pay only [redacted] and not Verde Energy. I called [redacted] already and they terminated my service with Verde; however, I still have to pay the $405.81 to them; plus 9 days worth of energy on my next monthly bill with Verde still on it. I don't think it is fair that I have to pay double- even triple- the energy that I used. Verde Energy has done nothing, but triple my energy bill. I don't think I should have to pay them a single dime because they have done nothing. If there's any way you could help me with this I'd be very grateful.Desired Settlement: To not have to pay Verde Energy anything for the nothing that they've done. And to only have [redacted] on my electric bill, with them being my only provider from now on.

Business

Response:

emailed reply to customer on 2/12/15:

Dear [redacted],

Review: Last year (October?) I was contacted by a representative from Verde Energy, promising lower rates for Generation Charges on my electrical bill. I had conversations over a course of two days with the representative who promised to lower my electrical bill. Many times, in the course of conversation, I was assured that before any rate change I would receive an email notifying me of the upcoming rate change and I would, at that time, have the opportunity to opt out of Verde Energy's services and go elsewhere. Now, more than a year later, not having received any notification of rate changes, my kWh rate has gone from 9.3 cents to 18.9. I spoke with a customer service representative this a.m. and was informed that due to [redacted] laws, they were not required to notify me of any rate change. This is deceptive practice, downright lying. I requested cancellation of services and was told it will take 1-2 billing cycles, during which I am being GOUGED for electricity. My bill last year this time was for 676 kWh @ total $126.77 and this year's bill @616 kWh is $174.64. A lot for a retired person.Desired Settlement: I feel Verde has been incredibly deceptive and dishonest in their practices, I would like my bill adjusted to the October rate until services are terminated. My preference would be to have my services with Verde terminate IMMEDIATELY so I am not paying such an inflated, unfair rate.

Business

Response:

Sent email directly to customer:Dear [redacted],

Review: Verde is a third party energy company that purports to and advertises that consumers will pay cheaper electrical rates than your local provider. I have been with them for 5 years. I was promised a $75.00 rebate but first you have to wait for some months before applying. I never received the rebate form and as such they are denying my claim to the $75.00. I dropped them on Jan. 8, 2016 because they were actually charging me MORE than my local [redacted] This company is built on the premise of cheaper electrical rates and charges higher rates thus ripping off the consumer. They now tell me I cannot receive the rebate because I cancelled service because they were charging me more than local rates. I want my rebate.Desired Settlement: I would like, and I think I deserve my promised but never delivered rebate check for $75.00 after five years of being a customer.

Business

Response:

Emailed customer directly: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 you enrolled the account with Verde Energy in 2010. At that time, our rebate was set at $50 for new customers. I have processed that rebate, and I have also processed an additional $25 rebate. You should receive both of these checks within 15 business days.Your Verde Energy account has been cancelled and the last day you will be with us is 2/19/16.If you have any questions, please don't hesitate to reply to this email. Karen M[redacted]Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

Review: During October , November and December, Verde Energy did not bill me through my normal electric bill, I was only billed for delivery charges by [redacted]. I received a note that this was a mistake on their part and that my account would be brought up to date during my Dec-Jan bill which was due on Jan 3rd. Up until then Verde generation electric rates were very similar to [redacted]'s throughout most of the 2013, for the three months that billing was delayed, the rate increased to 0.115, while comparable rates in NJ were at 0.105. These practices prevented me from switching to a lower rate as I was unable to view the new rates for 3 months. I believe that the delay in billing was to prevent switching to a lower rate since I would be unaware of the rate during the time in question, Now the rate has increased further to .13 and with the usual 2 month switching delay, I have lost valuable timeDesired Settlement: Refund for rate increase from Oct to Dec

Business

Response:

We have reviewed Mr. O'Boyle's account. The delay in his November to January bill was a processing issue not related to any rate changes. The account used 4,802 KWH during this three month period so we will issue a refund check for $48.02 to reflect the difference between the old rate of $0.1049/KWH and the $0.1150/KWH rate charged during this period. He should receive the refund check within 2 weeks.

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,

Robert Oboyle

Review: very unhappy with the service. Instead of lower energy rates my rate has almost tripled in a matter of months. have tried for days to contact customer service to. to no avail. They keep you on hold for hours. I wish to cancel my service and return to nstar but nstar told me I have to cancel with verde first. I would like them to contact me so I can cancel. My acct # with verde is [redacted]Desired Settlement: cancel service and return to [redacted]

Business

Response:

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

Review: On 12/10/14 I contacted Verde Energy USA,inc. Our electric supplier about the high cost of our electric for the previous month. From $85 to $156. At that time they said my contract for lower rates had expired and that I should have gotten a notice . I told them that I had not. They said they were sorry and that I would get a $42 rebate check to be sent to us by mail. I waited a mo. no check . I called them again 1/12/15and they said that they had sent the check to [redacted] our street address. I told them that any mail sent to me at [redacted] would not get in my mail since we have a mail box “PO Box 417 “ they again apologized and promised to send it to my mail box. To make a long story short I contacted them again 2/10/15-and—2/26/15 talked to a rep by the name of [redacted] and again 3/04/15 and talked to [redacted]. Each time I contact them they have admitted that the original check came back to them and they would send another. I 'm still waiting. I 'm retired and I have patience but I could be doing other things. Pls Help

Thank you

Business

Response:

emailed reply 3/18/15Dear [redacted],

Review: THE COMPANY OF VERDE ENERGY USA HAS BILLED ME FOR A SERVICE THAT I NEVER AGREED TO. UPON CONTACTING MY ENERGY PROVIDER THEY STATED THET HAVE NO EXISTING CONTRACTS OR AFFILIATION WITH THE COMPANY. I REFUSE TO PAY MONEY FOR A SERIVE I NEVER AGREED TO. TRUTH BE TOLD I HAVE NEVER HERAD OF THIS COMPANY UNTIL I RECEIVED BILLING STATEMENT FROM MY ENERGY PROVIDER, [redacted] Desired Settlement: FOR THE SETTLEMENT, I ONLY ASK FOR THE COMPANY OF VERDE ENERGY USA TO TAKE BACK THE CHARGES THAT HAVE BEEN FILED. WITH A WRITTEN STATEMENT THAT THE COMPANY HAS MADE A MISTAKE IN BILLING.

Business

Response:

We sent the customer the following email today

[redacted],

I

reviewed your recent 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 $0.0990/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 3/30/13 and the rate was not changed until October 2013

when it began to increase because of rising energy supply costs. The account has been dropped and will leave service with Verde at the end of the billing cycle

on 6/30/14. Verde does not have any

cancellation fees.

Even though your account is being dropped as a goodwill gesture we are providing a

$269.43 billing adjustment for the 5/30/14 bill (makes the

effective rate $0.1129/KWH) and will use this lower rate on your last bill in June. You will receive this check in approximately 2 weeks.

Regards,

Review: Sudden change in cost without warning. We initially had a fixed rate (8.9). The rate increase was not noticed at first due to the similar amount of the overall bills. We were in the process implementing use/energy reductions (light bulbs etc.)

Then, bam! huge bills (16.9) and we do not heat with electric. We finally were able to contact them for an explanation and they claimed they notified us last spring/summer. We received no such notification. They would refused to go back to the previous fixed rate, now it is a variable rate, more than [redacted].

How is this saving money? "Same service for less..." as claimed on their website. We tried to discontinue at once because they were not cheaper or the same as we were initially told. Then an even greater monstrous bill, with even higher rates (23.9). I feel they are deceptive in their business practices. The idea was to help the environment not them to our wallet.Desired Settlement: A refund of the difference between the initial fixed rate and the implemented variable rates since the variable rate change. Had we received due notice we might have stayed.

Business

Response:

We sent the customer the following email today[redacted]

Review: I sent the following email to Verde Enrgy on 2-18-15. I have not received a response from them so I am turning to the Revdex.com.

In reference to [redacted] Account # xxx-xxx-xxx-x-x. Supplier account # xxxxxxx. Service Delivery Identifier # xxxxxxxxxxxxxxxxx

I have a question about the energy your company has been providing me through [redacted]. From June of 2014 through November 2014, my rate was for .0699. It went to .1049 in December 2014, and .1149 in both January and February 2015. These increases were made with no notice.

I used 1201 KWH in December 2014. Your energy cost me 125.98 @ .1049 per KWH. It would have cost me 83.95 @ .0699.

I used 1086 KWH in January 2015. Your energy cost me 124.78 @ .1149. It would have cost me 75.91 @ .0699.

I used 816 KWH in February 2015. Your energy cost me 93.76 @ .1149. It would have cost me 57.04 @ .0699.

Your drastic rate increase has cost me 127.62 in 3 months over your original rate of .0699.

An average increase of 42.54 per month seems extremely excessive in a 3 month period.

You are making a false statement on your website by saying, “Electric rates have consistently decreased for all Verde Energy USA homes and businesses.” This is an absolutely false statement as my rates have done nothing but increase with your company.

I would like to see a refund of 127.62 issued to me.

Thanks,Desired Settlement: I would like to see a refund of 127.62 issued to me. That is the difference between my rate that I signed up for and the rates that I have been charged for the past 3 bills.

Business

Response:

Responded via email on 3/6/15:Dear [redacted],

Review: Since I'moved to my apartment I had always have my electric services with PSE&G, I had never authorized this company to do any changes on my bill, they didn't even have my correct name or address when I first called them to complaint, the representative advice me she will input the dispute and somebody from the billing department will contact me, after 3 weeks I git a 10 second call stating they will going to call me back with the recordered voice authorization which by the way never happened, stiil today I'm waiting for that famous call, I had call Verde Energy again and this time the transfer me to a supervisor that only repeat to me that she will gave the bill department a message to call me back, and every single question that I asked her she continue to just answer "I will give them another message, they will call you back" I don't know how a company could work like this, it's a sick game telling people to wait 5 business days to get in youch with someone that also don't provide any solutions.Desired Settlement: Need a prompt answer, prove that I had given authorization to change my electric bill choosing them. I had never authorized Verde to provide to me any type of service.

Business

Response:

Spoke to customer at length on the phone and also emailed this reply:Dear [redacted],