Viridian Energy, LLC

September 10, 2014
[redacted]
Complaint Consultant
Revdex.com
[redacted]
Re: [redacted], Case # [redacted]
Dear Ms. [redacted]:
This letter is in...

response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on September 10, 2014.  The Customer’s complaint states that: 1) Customer’s current Variable Rate with Viridian Energy is higher than his utility’s current standard offer rate; 2) Customer has not received any notifications from Viridian, other than a notification that his Fixed Rate was expiring; 3) Customer recently cancelled with Viridian but will continue to receive service through October 2014; and 4) Customer would like to receive a rate no more than his utility’s standard offer rate for his final month of service.
Customer enrolled with Viridian Energy on March 15, 2013 and selected a 6-month Fixed Rate plan.  Customer’s Fixed Rate plan expired on October 3, 2013.  Prior to the end of Customer’s Fixed Term, he acknowledges that he received a Renewal Letter, reminding him that his Fixed Rate was ending and to renew to another Fixed Rate.  In order to receive a Fixed Rate for an additional term, customers must affirmatively agree by signing the renewal notice and returning it to Viridian.  Viridian also allows customers the convenience of renewing a fixed term online or by phone.  If a customer on a Fixed Rate does not affirmatively renew his/her fixed rate contract, he/she is placed onto a month-to-month Variable Rate, which may be cancelled at any time without penalty.  Viridian did not receive a response from Customer, hence, he transitioned to a Variable Rate plan at the conclusion of his term.  Variable Rates may fluctuate from month-to-month based on wholesale market conditions and company operating factors.  Viridian encourages customers seeking price-certainty and protection from market volatility to select a Fixed Rate product.
Customer’s complaint states his current Variable Rate with Viridian Energy is higher than his utility’s current standard offer rate.  Viridian Energy strives to offer customers affordable green energy, but does not guarantee savings as compared to another electricity product. The prices of the utility’s standard offer service, as well as the prices of competitors are constantly fluctuating.  In any given month, Viridian Energy’s rates may be higher or lower than the rates offered by another company.  While Viridian Energy may be able to document savings to the utility’s standard offer at a particular snapshot in time, it cannot offer a general guarantee of savings.   It is also important to note that Viridian Energy offers premium renewable energy products.  For example, Viridian Energy’s Everyday Green electricity product provides customers with 50% more renewable energy than state minimum standards.  As a result, a direct comparison between Viridian Energy’s electricity product and the electricity product offered by Customer’s utility cannot be made.
Next, Customer’s complaint states that he has not received any notifications from Viridian, other than a notification that his Fixed Rate was expiring.  After enrolling with Viridian Energy each customer is sent a Welcome Packet including a confirmation of the customer’s product selection and the Terms & Conditions.  All customers that select a Fixed Rate product are also sent a Renewal Letter prior to the end of the Fixed Term.  Customers do not receive additional notices from Viridian, however, Viridian’s name and monthly rate is listed on the customers’ monthly bills.  Viridian’s Terms & Conditions, which Customer agreed to upon enrollment, do not state that Customer will receive any additional notices from Viridian.  Viridian is not required to inform Customer of monthly fluctuations in his Variable Rate.
Customer’s complaint states that he cancelled with Viridian Energy, but will continue to receive service through October 2014.  It generally takes one to two billing cycles to begin service with Viridian Energy and one to two billing cycles to end service with Viridian Energy.  This is due to the fact that the utility cannot add or remove a supplier during a billing cycle.  Viridian Energy does not have any control over this process as it is entirely determined by Customer’s utility and his individual meter read schedule.  
Finally, Customer’s complaint states that Customer would like to receive a rate no higher than his utility’s standard offer rate for his final month of service.  Due to Customer’s meter-read cycle, rate changes also take one to two billing cycles to effectuate.  It is currently September 10, 2014, and Customer is currently in his final bill cycle with Viridian Energy.  Any rate change would take place during Customer’s next bill cycle, starting on October 3, 2014, which would be when Customer is no longer receiving service from Viridian Energy.  Therefore, Customer’s utility would reject any rate change that Viridian attempted to make.  As a resolution for customer dissatisfaction, Viridian can offer the Customer a one-time courtesy credit of $50 in conjunction with enrolling in a Fixed Rate.  This credit is offered for customer satisfaction purposes and is not meant to compensate customers for selecting a Variable Rate plan.  
I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted].
Warmest Regards,
[redacted]
Counsel

April 27, 2015Submitted via web to: [redacted], Complaint ConsultantRevdex.com[redacted]Re: [redacted], Case # [redacted]Dear Ms. [redacted]:This letter is in response to...

the complaint that [redacted] (“Customer”) filed with the Revdex.com on March 14, 2015 regarding Viridian Energy.  In the complaint, Customer states that a Viridian Energy door-to door representative misrepresented herself as an [redacted] representative and he enrolled with Viridian Energy under false pretenses.  Customer also states that he was assured a lower rate of $0.129/kWh and was assured that he would remain with [redacted] as his electric delivery company.  Lastly, Customer would like to be refunded $108.22 in billing charges as well as a waiver of a $50 early-termination fee (“ETF”) for cancelling his account.  Upon receipt of this complaint, the sales agent linked to the enrollment was identified and her account has been de-activated pending a full investigation into the concerns expressed by Customer in the complaint.  If substantiated, the sales agent will not be reactivated and will cease to be associated with Viridian Energy.  Viridian Energy takes this matter seriously and continually strives to improve the training and selection of our external marketing vendors to ensure compliance with all rules and regulations.  Viridian Energy’s records indicate that Customer enrolled with Viridian Energy on March 7, 2015.  Customer authorized the enrollment by completing a Third-Party Verification (“TPV”).  One of the prompts on the TPV states: “That the purpose of the call is to verify that you would like to enroll with Viridian Energy as electric supplier,” and Customer confirms with a clear “Yes”.  Customer is correct in stating that he was assured a rate of $0.129/kWh because, Customer enr olled in Viridian Energy’s 24 month fixed rate plan at the rate of $0.129/kWh.  Customer is also correct in stating that [redacted] would remain his electric delivery company. The TPV states that Customer will receive one bill from the utility ([redacted]), of which Viridian Energy will be the supply charge and the utility will be the delivery charge.  Finally, Customer complaint states that he requests a refund of $108.22 of billing charges and waiver of the $50 ETF.  Customer has not been billed by Viridian Energy, and therefore $ 108.22 is not a Viridian Energy charge.  If Customer terminates prior to the end of a fixed term, they are subject to an ETF.  On April 13, 2015, Viridian Energy received a cancellation request from Customer and the utility confirmed a service end date of May 5, 2015.  Customer did not fulfill his contract therefore he is subject to $50 early termination fee.Viridian Energy is committed to compliance and customer satisfaction.  If you have any questions, please do not hesitate to contact me by email at [redacted] Kind regards, [redacted]Compliance Specialists

[redacted],
Customer's check for $49.67 was sent out on August 22, 2014.  Customer's remaining check for $37.77 has been submitted to Accounts Payable for processing and will be sent to the consumer within 2-3 weeks.  I understand that the Customer does not want to resolve this complaint until he has received the check, however at this time I cannot take any additional actions at this time to further resolve Customer's complaint as the check is now in the hands of the [redacted]. 
Warm regards,
[redacted]

April 9, 2015[redacted]Complaint ConsultantRevdex.com[redacted]Re: [redacted] [redacted] # [redacted]Dear Ms. Shea:This letter is in response to the complaint that Jeffrey L Chaffee (“Customer”)...

filed with the Revdex.com on March 31, 2015 regarding Viridian Energy.  Customer’s complaint states that: 1) a door-to-door agent misrepresented the facts by stating that the [redacted] Legislature had passed a law that requires all [redacted] customers to switch from their provider to another company as part of monopoly breaking; 2) Customer verified facts and was informed that the only change that occurred was that residents of [redacted] are free to choose between different electricity providers and there is no provision in law requiring the switch; and 3) Customer requests that Viridian investigate the door to door representative and take appropriate disciplinary action. First, Customer’s complaint states that a door-to-door agent misrepresented the facts by stating that the [redacted] Legislature had passed a law that requires all [redacted] customers to switch from their provider to another company as part of monopoly breaking. Viridian Energy markets to its [redacted] customers through a door-to-door marketing program. All representatives are affiliated with a third-party agent which markets exclusively for Viridian Energy in the state of Massachusetts.  Viridian Energy representatives are trained to inform customers that as energy consumers they are allowed by state law to buy their energy from suppliers of their choice, rather than buying energy from their local utility company.  Next, Customer’s complaint states that he verified facts and was informed that the only change that occurred was that residents of [redacted] are free to choose between different electricity providers and there is no provision in law requiring the switch.  That is correct, the [redacted] energy deregulation enables [redacted] consumers to purchase electricity from a competitive supplier other than their utility.  The deregulation allows consumers to compare rates from different electricity suppliers.  Finally, Customer requests that Viridian Energy investigate the door-to-door representative and take appropriate disciplinary action. I have submitted this matter for investigation and if substantiated, the door-to-door representative linked to this claim will be subject to disciplinary action up to and including termination. Rest assured, we continually strive to improve the training and monitoring of our door-to-door to ensure compliance with all laws and take a proactive approach to identifying instances of misrepresentation. Viridian Energy takes this matter very seriously and will continue to scrutinize the practices of our door-to-door marketing partners. On April 8, 2015, I called the customer and explained that I am handling his claim with the Revdex.com and that Viridian Energy takes this matter very seriously.  I apologized for his experience with the door-to-door representative.  I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me by email at: [email protected], Alexandra JosephCompliance Specialist

May 8, 2014
 
Customer Name:  Tracy Baron
class="MsoNormal">Complaint
ID:        10042132
 
Subject:  Viridian Complaint Acknowledgement
 
We acknowledge receipt of your complaint with the RevDex.com on 5/7/14 and apologize to you for any
inconvenience that you may be experiencing at this time. Please accept this
response as confirmation that we have launched an investigation into your
complaint. We appreciate your business and look forward to serving you again.
 
Sincerely,
Viridian Compliance

February 9, 2015[redacted]Complaint ConsultantRevdex.com[redacted]Re: [redacted], Case # [redacted]Dear [redacted]This letter is in response to the complaint that [redacted]...

[redacted] (“Customer”) filed with the Revdex.com on February 5, 2015 and that Viridian Energy received on February 6, 2015.  Customer’s complaint states that: 1) Customer did not authorize enrollment with Viridian Energy; 2) Customer contacted his utility to cancel service with Viridian in November 2014 and that Viridian re-enrolled Customer; and 3) Customer would like to be re-rated back to the utility for his entire length of service.Customer’s complaint states that Customer did not authorize enrollment with Viridian Energy.  Viridian Energy’s records indicate that Customer enrolled with Viridian Energy on November 25, 2013 in a monthly Variable Rate plan.  Customer received a 3-month introductory rate of 4.49 cents per kWh.  Viridian Energy did send Customer the Welcome Letter in Attachment 1 to confirm Customer’s enrollment with Viridian Energy and product selection.  If Customer had contacted Viridian Energy after receiving the Welcome Letter upon his return from [redacted], Viridian would have been able to cancel Customer’s account at that time.  Viridian Energy has investigated Customer’s assertion that he did not authorize enrollment with Viridian Energy, but the independent contractor that referred Customer’s account to Viridian has not responded.  As a result, Viridian Energy cannot confirm Customer’s assertion that he did not authorize enrollment with Viridian Energy. Next, Customer’s complaint states that Customer contacted his utility to cancel service with Viridian in November 2014 and that Viridian re-enrolled Customer.  This is incorrect.  Viridian did not re-enroll Customer.  While Viridian understands that Customer’s utility states that it submitted a cancellation in November 2014, Viridian received a service end date of February 2, 2015 from Customer’s utility.  Customer’s utility controls Customer’s service start and end dates.Finally, Customer would like to be re-rated back to the utility for his entire length of service.  Viridian has already processed a refund of $258.41 that Customer will receive within the next few weeks.  In addition to that refund, Viridian will refund Customer $88.47 for his final bill cycle (1/5/15 – 2/2/15).  If Customer is willing to re-enroll in a Fixed Rate with Viridian Energy, I could also offer Customer an additional $100 courtesy credit.  To offer a summary, despite the fact that Viridian Energy cannot verify Customer’s claims of unauthorized enrollment, it will refund Customer a total of $346.88.  Plus, if Customer chooses to re-enroll in a Fixed Rate with Viridian Energy, Viridian will offer Customer an addition $100 for a total refund of $446.88.   I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at[redacted] or by email at [redacted]Warmest regards,[redacted]Counsel

Complaint: 9928235
I am rejecting this response because: I understand that you would be competitive with local suppliers but 200% of what [redacted] charges is outrageous and should be against the law. I was on a fixed plan. All my previous bills show 0.04990 per kwhr. I never recieved anything saying I needed to renew my "contract" with you. Companies generally call their clients to inform them of this happening. In fact every single company that has some sort of a contract option calls, so why didn't I receive anything from you? The company "consciously" chose to not contact me and just switch my account to variable and proceed to hike my account up 300%.
Sincerely,
Jacob Golick

November 6, 2014
[redacted]
Complaint Consultant
Revdex.com
[redacted]
Re: [redacted], Case # [redacted]
Dear Ms. [redacted]:
This letter is in response to the complaint that [redacted] (“Customer”) filed with...

the Revdex.com on November 3, 2014 and that Viridian received on November 4, 2014.  The Customer’s complaint states that: 1) Customer enrolled in a Fixed Rate expiring on July 11, 2014, but did not receive a renewal letter 30-60 days prior to the end of his Fixed Rate; 2) As a result, Customer’s account switched to a Variable Rate without notification; 3) Customer received a subsequent notification at the end of August indicating that his Fixed Rate would be extended until October 4, 2014; and 4) Customer is seeking a refund for any difference between his Fixed Rate and the Variable Rate.
To respond to Customer’s complaint, Viridian Energy will refund Customer the difference between his previous Fixed Rate of $0.0799 and the Variable Rate that he was charged for the two billing cycles after his initial Fixed Rate ended.  Customer’s total refund for the two billing cycles will be $248.85.  Customer’s account notes indicate that a refund was already submitted for Customer’s account, as a result, I will need to verify any amounts that may have already been sent to Customer before finalizing his refund.  If a refund has not already been submitted for Customer, he will receive a refund check in the amount of $248.85 in 1-2 weeks.  I am happy to update Customer by sending him an email at [redacted] when Customer’s check has been sent out.
I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted].
Warmest Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: what they're writing in their response they already told me on the phone. They also told me that to notify us of their terms as well as to follow up with us when terms of the contract was were finished was the responsibility of the salesperson, who signed us up with their company. But the sales person not only didn't follow up after contract was finished and they raised their rates sky high, but he never explain that it was going to happen. He never told us that we only will have lower rates for the term of the contract, and we better watch our bills closely after contract will expire. That is why we unknowingly didn't pay closed attention to the bills and didn't see that they were big time overcharging us for many months. While my phone conversation with the company they claimed that they send us a letter notifying that the terms pf our contract was finished, but I know that we never received that letter that they claiming they sent, and when I ask if they have any record (certified mail or other proof) that we received it, that didn't answered that question. So My understanding that the company have to be responsible to notify customers or end of contract and/or change of rate, and should hire competent sales reps that give their customers prompt notifications and make them aware of the changes. I believe that it's not the right thing to not tell customers the whole truth of the term of the agreement/contract and not to make them aware that the rate will drastically change after certain amount of time. I consider it lying to customers and hoping that they don't check their bills every month to compare the charges, so they can overcharge the customer for as long as possible. in our case the overcharge came to $864.44 for 15 months and that is only as long as I was able to download bills online. The total overcharge was likely even larger. So in my understanding since the company told me on the phone that it's responsibility of their sales reps to notify their clients of any changes that if they hire incompetent sales reps, that not doing their job properly, then the company have to take responsibility for them and make it right to the clients that were paying faithfully their bills to viridian for many years. In fact we actually contacted to our sales rep couple of times, but never heard anything back from him till after I filed this complain: he finally contacted us back via message 2 days ago saying that yes the [redacted] has better rates now. It's little too late now. He should've notified us at the time that rates changed, so we've paid careful attention and drop the viridian 2 years ago, and saved almost $900 by doing so. But of course this company knowingly took our money for services that we could've got elsewhere for 2/3 of the price they charged us. In fact they kept just razing their rates higher and higher hopping that it can go as long as possible. in fact i'm attaching our energy bill for only one month where you can see that viridian charged us $290.70 for electric, and on the page 3 our primary energy provider [redacted] notifies us that if we'd purchased it from them it would've been a charge for the same consumption of $184.70. It's $103 overcharge from viridian in only one month. And of course the reason that we didn't pay careful attention to those [redacted] messages that viridian failed their part to notify us of that kind of drastic change of rates. So I consider it as lying and ripping off their customers every chance they get without taking any kind responsibility and saying that it should be responsibility of the customer to know. But how the customers would know if they never been notified? In fact in the time that we initially signed up with the viridian the right to have secondary energy provider just came in a affect and we didn't know anything about how it works. So it was the company (or their sales reps) responsibility to promptly notify customers or every term of the agreement which they failed to do.    
Sincerely,
[redacted]

February 9, 2015[redacted]Re: [redacted], Case # [redacted]Dear [redacted]This letter is in response to the complaint that [redacted] (“Customer”)...

filed with the Revdex.com on February 6, 2015 and that Viridian Energy received on February 7, 2015.  Customer’s complaint states that: 1) Customer enrolled with Viridian Energy to save money on his electricity and natural gas supply; 2) When Customer’s Fixed Rate ended, his rate was higher than the utility’s rate; and 3) Customer would like to receive a refund.Customer’s complaint states that Customer enrolled with Viridian Energy to save money on his electricity and natural gas supply and that when Customer’s Fixed Rate ended, his rate was higher than the utility’s rate.  • First, although Viridian strives to offer customers affordable green energy, it does not guarantee savings as compared to another electricity or natural gas product.  The prices of the utility’s standard offer service, as well as the prices of competitors are constantly fluctuating.  In any given month, Viridian’s rates may be higher or lower than the rates offered by another company.  While Viridian may be able to document savings to the utility’s standard offer at a particular snapshot in time, it cannot offer a general guarantee of savings.  It is also important to note that Viridian offers premium renewable energy products.  For example, Viridian’s Everyday Green electricity product provides customers with 50% more renewable energy than state minimum standards, and Viridian Energy’s Simply Right natural gas product includes 25% carbon offsets.  As a result, a direct comparison to the utility’s price cannot be made. • Second, Customer chose to enroll in a Variable Rate, not a Fixed Rate as his complaint states.  Variable Rates may fluctuate from month- to-month based on market conditions and company operating factors, and are best for consumers seeking the flexibility to cancel at any time and the ability to take advantage of short-term price fluctuations. Fixed Rates remain set for the agreed-upon term and are best for consumers seeking price-certainty. Viridian encourages customers seeking price-certainty and protection from market volatility to select a Fixed Rate product.Next, Customer’s complaint states that he would like to receive a refund.  Customer has been appropriately charged for the Variable Rate plan that he selected, and therefore is not due a refund. However, as a resolution for customer dissatisfaction, Viridian Energy can offer the Customer a one-time courtesy credit of $100 in conjunction with enrolling both his accounts in Fixed Rates with Viridian Energy.I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at [redacted] or by email at [redacted]Warmest regards,[redacted]Counsel

March 4, 2014
Customer Name:  Tracey
Bruening
Complaint
ID:         9940889
Subject:  Initial Company Response...


We acknowledge receipt of your complaint with the RevDex.com on 2/24/2014 and apologize to you for any
inconvenience that you may be experiencing at this time.
Please accept this response as confirmation that we have
launched an investigation into your complaint and will make every effort to
resolve your complaint within fourteen (14) business days.
We appreciate your business and look forward to serving you
again.
Sincerely,
Viridian Compliance

November 18, 2014[redacted]Revdex.com[redacted]Re: [redacted], Case # [redacted]Dear [redacted]:This letter is in response to the complaint that [redacted]...

(“Customer”) filed with the Revdex.com on November 14, 2014 and that Viridian received on November 17, 2014.  The Customer’s complaint states that: 1) Customer’s rate increased; 2) Viridian Energy owed Customer a duty to inform Customer of the rate increase; 3) Viridian Energy’s current Variable Rate is not competitive with the rates offered by [redacted]; 4) Customer believes that Viridian Energy engaged in a “bait and switch” sales model; 5) Customer was told by a Viridian Customer Service Representative that Customer’s Variable Rate increase was necessary to have competitive rates; 6) Customer has spoken with numerous Viridian Representatives and no actions have been taken to resolve Customer’s concequalarn regarding her Variable Rate; 7) Customer was unaware that Energy Service Companies (ESCOs) may purchase electricity delivered to customers on the open-market; 8) Customer does not understand how Viridian Energy complies with its commitment to provide renewable energy; and 9) Customer is seeking a refund.First, Customer’s complaint states that Customer’s rate increased.  Customer elected to enroll in a Variable Rate plan in November 2011.  Viridian offers both Variable Rate and Fixed Rate plans.  Variable Rates may fluctuate from month-to-month based on market conditions and company operating factors, and are best for consumers seeking the flexibility to cancel at any time and the ability to take advantage of short-term price fluctuations.  Fixed Rates remain set for the agreed-upon term and are best for consumers seeking price-certainty.  Viridian encourages customers seeking price-certainty and protection from market volatility to select a Fixed Rate product.  Next, Customer’s complaint states that Viridian Energy owed Customer a duty to inform Customer of the rate increase.  Viridian Energy’s Terms & Conditions do not state that Viridian Energy will notify Customer when there are increases in the Variable Rate.   Variation is inherent in the definition of a Variable Rate, and Customer was informed that a Variable Rate may fluctuate from month-to-month based on market conditions and company operating factors.  Viridian Energy’s practices are in compliance with all regulations promulgated by the State of [redacted] and the [redacted] Public Service Commission.Customer’s complaint states that Viridian Energy’s current Variable Rate is not competitive with the rates offered by [redacted].  Viridian Energy strives to offer customers affordable green energy, but does not guarantee savings as compared to another electricity product. The prices of the utility’s standard offer service, as well as the prices of competitors are constantly fluctuating.  In any given month, Viridian Energy’s rates may be higher or lower than the rates offered by another company.  While Viridian Energy may be able to document savings to the utility’s standard offer at a particular snapshot in time, it cannot offer a general guarantee of savings.   It is also important to note that Viridian Energy offers premium renewable energy products.  For example, Viridian Energy’s Everyday Green electricity product provides customers with 50% more renewable energy than state minimum standards.  As a result, a direct comparison between Viridian Energy’s electricity product and the electricity product offered by Customer’s utility cannot be made.Customer believes that Viridian Energy engaged in a “bait and switch” sales model.  This is incorrect.  The definition of bait-and-switch is “the action (generally illegal) of advertising goods that are an apparent bargain, with the intention of substituting inferior or more expensive goods.”  Customer received electricity service from Viridian Energy on a Variable Rate for almost three years.  During that time, Customer’s rate fluctuated.  Within the last year, the energy market has become more volatile which resulted in Variable Rates that are higher than Fixed Rates.  When Viridian Energy began serving Customer in 2011, it did not have the intention of raising Customer’s rates in 2013, however Variable Rates for all similarly situated customers increased in 2013 due to increased market volatility and increased market costs.  Furthermore, Viridian Energy has not engaged in engaged in a “bait and switch” sales model because it has operated in compliance with [redacted] laws and regulations.Next, Customer’s complaint states that Customer was told by a Viridian Customer Service Representative that Customer’s Variable Rate increase was necessary to have competitive rates.  I reviewed the notes on Customer’s account and I do not see where Customer was told this.  Customer’s Variable Rate increase occurred due to increased market volatility and increased market costs.Customer’s complaint states that Customer has spoken with numerous Viridian Representatives and no actions have been taken to resolve Customer’s concern regarding her Variable Rate.  The notes on Customer’s account indicate that Customer was informed several times that Variable Rates may fluctuate from month-to-month based on market conditions and company operating factors.  It was explained to Customer that she had been appropriately charged for the Variable Rate plan that she selected and enjoyed for 2 ½ years without complaint.  At any time Customer could have contacted Viridian Energy to cancel her accounts or switch to a Fixed Rate.  Customer was offered a courtesy credit in conjunction with enrolling in a Fixed Rate, but declined that offer.  There is nothing more than Viridian Energy can do to rectify Customer’s dissatisfaction with her selection of a Variable Rate.Customer’s complaint states that Customer was unaware that Energy Service Companies (ESCOs) may purchase electricity delivered to customers on the open-market.  This is true.  Viridian Energy purchases the electricity that it delivers to customers on the open market.Next, Customer’s complaint states that Customer does not understand how Viridian Energy complies with its commitment to provide renewable energy.  Viridian produces a Sustainability Report each year that is audited by [redacted] & [redacted] and details Viridian’s green energy purchasing.  Viridian’s [redacted] product contains 50% more renewable energy than state minimum standards.  Viridian’s [redacted] product is 100% backed by wind energy.  As energy is delivered to customers through the grid, there is no way to ensure that the actual electrons flowing into a customer’s house are sourced from, for example, 100% wind, unless that customer is hooked up to a wind turbine.  Viridian provides renewable energy through the purchasing of Renewable Energy Credits (RECs).  This means that each REC that Viridian purchases and adds to the grid is displacing the same amount of dirty energy from the grid.  To view Viridian Energy’s Sustainability Report go to: [redacted]Next, Customer’s complaint states that Customer would like a refund.  Customer has been appropriately charged for the Variable Rate that she selected.  As a resolution for customer dissatisfaction, Viridian can offer the Customer a one-time courtesy credit of $200 in conjunction with enrolling in a Fixed Rate, however Customer has previously declined this offer.  This credit is offered for customer satisfaction purposes and is not meant to compensate customers for selecting a Variable Rate plan.  I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted].Warmest Regards,[redacted]

I was a Viridian customer for 2 years. Viridian claims they sent me a notice in November 2014 that my contract was up for renewal and that I had until December 26, 2014 to respond. I did not receive any such letter and subsequently Viridian auto-renewed my contract for an additional 2 years. In March I noticed that the rates had jumped from 9 cents to 15 cents and I no longer saw any value in receiving Viridian services. I was never notified that rates would be increasing so dramatically in such a short period of time. I called and cancelled my contract with Viridian. Subsequently, I received an "early termination" bill of $50! I called to dispute the bill and told by some consumer rep that I did owe the early cancellation b/c I didn't stay on another 2 years! I am now going to do everything in my power to share this information with as many consumers as possible.

August 19, 2015Submitted via web to: [redacted]Complaint ConsultantRevdex.com[redacted]Rebuttal: [redacted], Case # [redacted]Dear Ms. [redacted]:This letter is in response to the rebuttal filed by [redacted] (“Customer”) on August 13, 2015 regarding Viridian Energy.  In the rebuttal, Customer states that her neighbor, the Viridian Energy Independent Associate who assisted in Customer’s enrollment, did not educate Customer about variable rates or changing market prices.  Additionally, Customer states she was informed she would save money with a Viridian Energy plan but has found Viridian Energy prices to be higher in comparison with other utilities.Viridian Energy offers both variable rates and fixed rates and Viridian Energy Independent Associates are fully trained in all product offerings.  As stated previously, variable rates may fluctuate from month-to-month based on market conditions and company operating factors, and are best for consumers seeking the flexibility to cancel at any time.  Fixed rates remain set for the agreed-upon term and are best for consumers seeking price-certainty and protection from market volatility.Customer mentions that because she trusted her neighbor, the Viridian Energy Independent Associate, she did not feel it necessary to review the welcome package that Viridian Energy sent to Customer, confirming her rate plan details.  Viridian Energy sends welcome packages to ensure customers have the opportunity to contact Viridian Energy if there is an issue with their enrollment, however Customer elected not to review this welcome package, nor contact our service center to further discuss plan details.  Finally, Viridian Energy strives to offer customers affordable energy, but does not guarantee savings as compared to other products.  The prices of the utility’s standard offer service, as well as the prices of competitors are constantly fluctuating and in any given month, Viridian Energy’s rates may be higher or lower than the rates offered by another company.  Under a variable rate, Customer was able to terminate at any time without penalty and seek out a lower rate if she so desired.In conclusion, Viridian Energy maintains Customer was properly informed of her selected rate plan and both her gas and electric accounts were charged correctly in accordance with her selected plan.  Viridian Energy’s records note that Customer’s gas service ended on February 19, 2014 and electric services ended on September 9, 2014. I sincerely hope this meaningfully responds to the rebuttal.  If you have any questions, please do not hesitate to contact me by email at [redacted]. Sincerely,  
[redacted]Compliance Coordinator

[redacted]
[redacted]
[redacted] August 4, 2015 [redacted]Complaint ConsultantRevdex.com[redacted]
[redacted]  Re:          [redacted], Case# [redacted].  Dear Ms. [redacted]: This letter is in response to the complaint filed by [redacted](“Customer”) on July 17, 2015 regarding Viridian Energy which was responded toon July 21, 2015.  In Customer’s recentinquiry, she has requested that Viridian Energy honor the contract end datestated in her quarterly notice.   Viridian Energy regrets that Customer’s quarterly notice communicatedan incorrect contract end date of January 28, 2015 and sincerely apologizes forthe confusion this caused.   Viridian Energy acknowledges Customer’s initial inquiry was notresolved in a timely manner. In appreciation of Customer’s continued service,Viridian Energy has agreed to re-rate account at $.0749 and extend Customer’srate until October 18, 2015. A cost analysis was conducted using Customer’s last 2 billing statements[June & July]; based on the calculations, Customer will receive a refund inthe amount of $ 39.41.  I sincerely hope this meaningfully responds to the above complaint.  If you have any questions, please do nothesitate to contact me at ([redacted] or by email at [redacted]    Kind Regards, [redacted]Compliance Specialist

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, if Veridian waives the early termination fee as stated the last sentence in in paragraph 2, "In a further effort to resolve Customer’s complaint, I can offer to waive Customer’s early termination fee." 
Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:  My dad got sucked into the Virdian scam, too.  This is a market level management scam.  [redacted]
A review of this business says they rely on associates who are Not well-informed, as was the case here.  Shame on me for being so stupid to believe that this was a legit green company trying to "be green."  they are trying to be GREEN - as in GREEDY for GREEN!!!  Their prices are incredibly high in comparison to many other companies.   [redacted]  do the comparison here.  I realize that I was the uninformed customer that didn't do the research to protect myself from this scam and that they are in the legal rights of what they are doing.  But is UNETHICAL and they have worked their whole business model on taking advantage of uninformed people by signing up people on a premise that they can save their friends and family so much money - while going green - and helping the world to be a better place!!   They know this is a scam.   They know that they couldn't stay in business if the lower rates were on [redacted]'s bill and I am going to bet that [redacted] is not allowed to publish the lower rates by law or they would have.  I am also going to guess that this company knows damn well that when our city had a lower rate they weren't allowed to reach out to us about it since we were locked in with Viridian.   It's all a big scam.  [redacted] took advantage for years, so they were forced to let competitors in, now these competitors like Viridian are scamming the masses, too.  You are offering me $50 when I over paid $75 this month alone and last month too and the montsh before and now when I want to quit I have to overpay your company again for the next two months til it is canceled. That is outrageous.  My father, [redacted], said he did not cancel yet because he doesn't know his acct. no. cause he threw out his billafter he paid his $300 plus electricity bill.  He is unaware of being canceled as of September 30?    I do want my business account canceled IMMEDIATELY but I did not have my acct no handy yesterday when I went to cancel the residential and she would not cancel the other one until I found the acct. no.   Of course, another way to keep us sucked in.  I had to wait several minutes to get an agent on the phone, then she on several attempts tried to keep me locked in, when I was adamant that I want to QUIT!!!!!   I had to keep stopping her and she said she is required to "do her job" which was to give one last attempt to keep me HOOKED in to their scam.    This is outrageous and I have every intention of getting the media involved and having [redacted] do a special to teach people in 2 minutes how to get their electricity bills lowered if they are sucked into these kind of scams.   $50 is an insult for a solution to this scam.  PS YES VIridian close my business account immediately     Isn't ironic that your own reps can't look up my info for me and cancel at my request without that number - I had all my other information.   One more way they keep you hooked in for a little bit longer.   "Viridian a company you can trust!!"
Sincerely,
[redacted]

Revdex.com:
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,
[redacted]

sans-serif;">April 4,
2014
 
 
Customer
Name:  Anthony Migliaccio
Complaint
ID:        9924666
  
 
This letter
is in response to the complaint made by Mr. Anthony Migliaccio with the RevDex.com on February 12, 2014.  Viridian,
LLC is committed to customer service and satisfaction and regrets that he was
dissatisfied with his experience with Viridian, LLC.  In the complaint Mr. Migliaccio states that
his bill was extremely high since he cancelled his account. Customer
would like a refund for the overage, and his rate lowered until his service has
ended; or to cancel his service before the next billing cycle to avoid further
accumulation. 
The customer’s residential electric account was enrolled in Viridian Energy’s
variable rate plan.  The account was
enrolled using the online enrollment method on or around February 25, 2013, and
began receiving service on May 2, 2013.  The customer’s account was referred to
Viridian Energy by an Independent Contractor named [redacted], Associate
ID# [redacted].  Viridian Energy utilizes a
network marketing approach to energy sales which means that each one of our
Independent Associates is required to have a relationship with each of their
referrals. 
Pursuant to Viridian Energy’s Terms and Conditions, (Exhibit A) the company
will notify customers 30-60 days prior to the expiration of a fixed contract,
providing them with the option to renew. 
Unlike the fixed contract terms, a variable rate plan does not promise
such notification when the rate changes, as that is the very nature of a
variable rate.  Variable rates fluctuate
generally based upon such factors as load ratio, energy market pricing,
transmission costs, company operating factors, and other market price related
factors.  While Viridian Energy aims to
provide rates that are competitive with the local utility and other electricity
suppliers, prices may be higher or lower than the EDC's rate in any given month
 
Customer who
opt to enroll in Viridian Energy’s variable rate may see their rate fluctuate
from month to month based on energy market conditions.  A variable rate can go higher or lower than
the local utility in any given month. 
The benefit to this plan is that it allows the customer to the
flexibility to cancel anytime without incurring any early termination fees.
 
It is
important to note that Viridian has no control over the service start or end
dates on accounts.  As noted in the TPV,
enrollment can take up to 90 days. The same applies to cancellation of service. 
The Service End date is determined by The Utility based on the customer’s own
billing cycle.  Depending on the day or
date within the billing cycle the request is made, a customer may have to wait
for the next billing cycle or meter read date. 
 
In closing, The
Customer made a conscious decision to enroll in Viridian Energy and understood
the implications of switching his energy supplier. Viridian received an inbound
drop request from [redacted] Electric on 1/21/14, and his account returned to
standard service on 2/2/2014.  Viridian
takes this matter very seriously and holds itself to the highest standard to
make certain that matters as such are properly managed.  We apologize for any inconvenience the
customer has experienced and our delayed response. We hope this response resolves the matter to the
Customer’s satisfaction. 
 
 
Kind
regards,
 
 
Viridian
Compliance

January 5, 2015[redacted]Revdex.com[redacted]Re: [redacted], Case # [redacted]Dear Ms. [redacted]:This letter is in response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on...

January 2, 2015 and that Viridian received on January 5, 2015.  Customer’s complaint states that: 1) Customer enrolled in a Viridian Energy 12-month Fixed Rate for 100% wind energy and that after Customer’s 12-month Fixed Rate contract ended Customer’s rate increased; 2) Customer’s utility, [redacted], indicated the Customer should contact Viridian Energy for relief; 3) Customer felt that the Viridian Energy representative she spoke with was rude; and 4) Customer would like to receive a rate reduction. Customer’s complaint states that Customer enrolled in a Viridian Energy 12-month Fixed Rate for 100% wind energy and that after Customer’s 12-month Fixed Rate contract ended Customer’s Rate increased.  This is correct.  Customer enrolled in a 12-month Fixed Rate for Viridian Energy’s [redacted] 100% Wind product effective August 4, 2013 through August 3, 2014.  Thirty to sixty days prior to the end of a Fixed Rate term, customers are sent a Renewal Letter offering an additional Fixed Rate term. Customer was required to affirmatively renew either by: 1) filling out the renewal form and returning it to Viridian Energy; 2) calling in to Viridian Energy’s Customer Care call center to complete a renewal over the phone; or 3) renewing online.  Customer’s Renewal Letter warned that if Customer did not reply, her account would transition to a Variable Rate plan at Viridian Energy’s current Variable Rate.  Viridian did not receive a response from Customer.  As a result, Customer transitioned to a Variable Rate at the conclusion of her Fixed Rate term.   If Customer did not wish to renew with Viridian Energy, she was free to cancel, however, Customer needed to take action when she received her Renewal Letter.  Viridian Energy did hear from Customer, regarding whether Customer wished to either cancel or renew, until she contacted Viridian Energy on January 1, 2015, almost five months after her Fixed Rate ended.  Next, Customer’s complaint states that Customer’s utility, [redacted], indicated the Customer should contact Viridian Energy for relief.  It appears that Customer’s complaint is regarding the fact that Customer’s choice to switch to another supplier took 2-months, during which time, Customer received Viridian Energy’s Variable Rate.  It generally takes one-to-two billing cycles to begin service with a third-party supplier or effect and rate change and one-to-two billing cycles to end service with a third-party supplier.  This timeline is due to Customer’s meter reading schedule as determined by Customer’s utility.  Viridian Energy does not have any control over this process.  If Customer wished to receive an expedited transition to her supplier of choice, she could have inquired with her utility, [redacted], to see if it supports mid-cycle switches.  If Customer had made the decision to cancel with Viridian Energy at the time that she received Viridian Energy’s Renewal Letter, Customer could have been switched to her supplier of choice at the end of her 12-month Fixed Term, and would not have received Viridian Energy’s Variable Rate.Customer’s complaint states that Customer felt that the Viridian Energy representative she spoke with on January 2, 2015 was rude.  I apologize that Customer felt that she received a less than satisfactory Customer Care experience.  Unfortunately, in the situation where a Customer has failed to renew a Fixed Rate there is very little that a Customer Care Representative can do several months later.  I understand that life is busy and it is easy to forget to renew or cancel a contract, as a resolution for customer dissatisfaction, Viridian can offer the Customer a one-time courtesy credit of $25 in conjunction with enrolling in a Fixed Rate with Viridian Energy.Finally, Customer’s complaint states that Customer would like to receive a rate reduction.  Unfortunately, a rate reduction is not possible because Customer has already cancelled service with Viridian Energy and Customer was properly charged for the service that she received, however, as mentioned above Viridian can offer the Customer a one-time courtesy credit of $25 in conjunction with enrolling in a Fixed Rate with Viridian Energy.  I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted].Warmest Regards,[redacted]