Viridian Energy, LLC

August 1, 2014
[redacted]
Complaint Consultant
Revdex.com
[redacted]
[redacted]
Re: [redacted] [redacted]
Dear [redacted]:
This letter is...

in response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on July 30, 2014.  Customer’s complaint states that she has not received a refund for a billing issue.
A refund for Customer was processed on August 1, 2014 in the amount of $167.45.  Customer should receive this check within 10 business days.
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

December 29, 2014[redacted]
[redacted]Revdex.com[redacted]
[redacted]Re: [redacted], Case # [redacted]Dear Ms. [redacted]:This letter is in response to the complaint that [redacted]...

[redacted] (“Customer”) filed with the Revdex.com on December 23, 2014 and that Viridian received on December 29, 2014.  Customer’s complaint states that: 1) Customer enrolled with Viridian Energy because it was advertised as “greener and cheaper” than her utility; 2) Customer’s rate increased after three months of service; 3) Customer was not notified of a change in her Variable Rate; and 4) Customer believes that she has been overcharged and is due a refund.First, Customer’s complaint states that Customer enrolled with Viridian Energy because it was advertised as “greener and cheaper” than her utility.  Viridian Energy strives to offer customers affordable green energy, but does not guarantee savings as compared to another 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 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 energy products as compared to the utility’s standard product.  For example, Viridian Energy’s [redacted] natural gas product provides customers with carbon offsets for 25% of the customers’ usage.  As a result, a direct price comparison between Viridian Energy’s rate and the rate offered by the utility cannot be made.  In summary, Viridian Energy does offer a greener product than the one offered by Customer’s utility but Viridian Energy does not offer a product that guarantees savings for an unlimited length of time.    Next, Customer’s complaint states that Customer’s rate increased after three months of service.  Customer chose to enroll in a Variable Rate plan.  Viridian Energy’s Variable Rate may fluctuate from month-to-month based on a variety of factors including market conditions and company operating factors.  Customer was presented with the Terms & Conditions regarding a Variable Rate product, both at the time of enrollment and in her Welcome Packet after her enrollment.  Please See Attachment 1 which provides a screen shot from Viridian Energy’s enrollment website and indicates that Customer was provided with the Terms & Conditions at the time of enrollment.  Furthermore, Attachment 1 shows that Customer was required to affirm her understanding of the following statement in order to enroll: “I acknowledge and understand that Viridian Energy’s variable rate product will fluctuate based on energy market conditions.  The price I pay for energy may be higher or lower than the local utility in any given month.  There is no saving guarantee associated with Viridian Energy’s variable rate product.”  Customer’s rate increased after three months of service because Customer had chosen to enroll in a Variable Rate and the terms for that product state that the rate is subject to fluctuations.  Customer had the ability to cancel at any time without penalty. Customer’s complaint states that Customer was not notified of the rate change. Viridian Energy does not provide standard rate notifications to Variable Rate customers.  Viridian Energy has neither the contractual nor legal duty to provide Customer with such notifications.   Fluctuations are inherent in the definition of a Variable Rate.      Finally, Customer’s complaint states that she believes that she has been overcharged and is due a refund.  Customer enrolled in a Variable Rate and was properly charged for a Variable Rate.  As a result, a refund is not due.  However, 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.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]
[redacted]

December 29, 2014[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...

December 23, 2014 and that Viridian received on December 29, 2014.  Customer’s complaint states that: 1) Customer enrolled with Viridian Energy because it was advertised as “greener and cheaper” than her utility; 2) Customer’s rate increased after three months of service; 3) Customer was not notified of a change in her Variable Rate; and 4) Customer believes that she has been overcharged and is due a refund.First, Customer’s complaint states that Customer enrolled with Viridian Energy because it was advertised as “greener and cheaper” than her utility.  Viridian Energy strives to offer customers affordable green energy, but does not guarantee savings as compared to another 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 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 energy products as compared to the utility’s standard product.  For example, Viridian Energy’s [redacted] natural gas product provides customers with carbon offsets for 25% of the customers’ usage.  As a result, a direct price comparison between Viridian Energy’s rate and the rate offered by the utility cannot be made.  In summary, Viridian Energy does offer a greener product than the one offered by Customer’s utility but Viridian Energy does not offer a product that guarantees savings for an unlimited length of time.    Next, Customer’s complaint states that Customer’s rate increased after three months of service.  Customer chose to enroll in a Variable Rate plan.  Viridian Energy’s Variable Rate may fluctuate from month-to-month based on a variety of factors including market conditions and company operating factors.  Customer was presented with the Terms & Conditions regarding a Variable Rate product, both at the time of enrollment and in her Welcome Packet after her enrollment.  Please See Attachment 1 which provides a screen shot from Viridian Energy’s enrollment website and indicates that Customer was provided with the Terms & Conditions at the time of enrollment.  Furthermore, Attachment 1 shows that Customer was required to affirm her understanding of the following statement in order to enroll: “I acknowledge and understand that Viridian Energy’s variable rate product will fluctuate based on energy market conditions.  The price I pay for energy may be higher or lower than the local utility in any given month.  There is no saving guarantee associated with Viridian Energy’s variable rate product.”  Customer’s rate increased after three months of service because Customer had chosen to enroll in a Variable Rate and the terms for that product state that the rate is subject to fluctuations.  Customer had the ability to cancel at any time without penalty. Customer’s complaint states that Customer was not notified of the rate change. Viridian Energy does not provide standard rate notifications to Variable Rate customers.  Viridian Energy has neither the contractual nor legal duty to provide Customer with such notifications.   Fluctuations are inherent in the definition of a Variable Rate.      Finally, Customer’s complaint states that she believes that she has been overcharged and is due a refund.  Customer enrolled in a Variable Rate and was properly charged for a Variable Rate.  As a result, a refund is not due.  However, 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.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]

[redacted]
*   January 29, 2018       Via Revdex.com Online Complaint Portal   [redacted]    Re:       [redacted]...

   Dear Ms. [redacted]:    This letter is in response to the complaint filed by [redacted] (“Customer”) on January 17, 2018 regarding Viridian Energy (“Viridian”).  Customer’s complaint states that she cancelled her account with Viridian on April 1, 2016 but her account was never cancelled.  Customer also states that she has called Viridian multiple times to inquire about the status of her cancellation and was told that Virdian was “working on it.”    Customer’s complaint does not accurately state the facts.  Customer did call Viridian to cancel her [redacted] account on April 1, 2016.  This cancellation was immediately processed and sent to [redacted] for cancellation that same day.  [redacted] processed the cancellation and Customer’s natural gas service with Viridian ended on June 29, 2016.  Customer is not currently receiving natural gas service from Viridian.  Viridian’s records indicate that Customer has never contacted Viridian regarding her natural gas account before or after April 1, 2016.    Customer’s electric service is currently under a 3-year contract with Viridian that ends in September 2018.  Viridian’s records indicate that the only time Customer contacted Viridian regarding her electricity account was on January 17, 2018.  During that conversation, Customer was told that she is in a 3-year contract that ends in September 2018.  Customer did not request cancellation of her electricity account.      In conclusion, there is no evidence that Customer contacted Viridian multiple times.  Customer has only contacted Viridian once for each account that she has ever enrolled with Viridian.  There is also no evidence that Customer’s cancellation request was not honored, nor was she told that Viridian was “working on” her cancellation.  If Customer wishes to cancel her electric account she may certainly do so, however, she will be assessed an early termination fee of $150 for ending her contract early.    I sincerely hope this meaningfully responds to the above inquiry.  If you have any questions, please do not hesitate to contact me by email at [redacted].    Sincerely,   Martine T[redacted], Counsel Tell us why here...

Complaint: [redacted]
I am rejecting this response because: 
When I enrolled with Viridian, it was never explained to me the there were two different programs - a "variable" rate and a "fixed" rate. I was never told that the rate I was quoted was a "promotional" rate and that it would jump up significantly after a certain period of time. How long was this "promotional" rate supposed to last? No one ever explained that. I was never offered a fixed rate program. I was never given any other option, other than the one I accepted. I accepted that offer because I did not know that there were any other options, nor did I receive anything in writing. Had I known that there was a fixed rate option, I would have accepted that one. I would much prefer to know how much I will be paying for electricity for a certain period of time, than have the extreme price increase that I have experienced with Viridian. I also chose a fixed rate mortgage for the same reason. I would prefer the comfort of knowing what I can expect by electricity bill to be (price-certainty, as you called it). In hindsight, I see that Viridian's sales practices are very questionable.
I understand how the two different programs vary, but what I do NOT understand is how Viridian can continue to increase it's prices to such an extent that they are significantly higher than the rate that [redacted] is charging. Viridian claims to save their customers money over the large electric company. Meanwhile, I have paid a MUCH higher rate than I ever would have if I had stayed with [redacted]. Viridian has continued to charge me a higher rate per KWH than [redacted] has been charging, even before their most recent increase. [redacted] is regulated and must notify their customers of price increases. Viridian has continued to gradually increase it's prices with no notification to its customers. I have never received a letter from Viridian explaining why they have increased their rates, or by how much, or that they are continuing to rise. The advertisement that I received in the mail about the lower, fixed rate, was not addressed to me. It was not as if Viridian was offering ME this special deal. It was simply addressed to "Resident... [redacted]." If I had not received this advertisement (I'm sure, in error), then I would not have looked at my bill and realized how much money Viridian is overcharging me. The advertisement claims to save the average household over $267 a year over [redacted]. I estimate that Viridian has charged me $500 more this year than I would have paid if I had stayed with [redacted]. AND if I had not questioned this, Viridian would have charged me $150 more than [redacted] this year (not considering further price increases I am sure they would have made). How can a company that claims to be saving their customers money be charging significantly more than the large electric company? Is anyone regulating them? 
The bottom line is that people are upset that [redacted] has raised their rate. I have now realized that Viridian has been charging me a much higher rate all along. So I am extremely angry that I have been deceived and overcharged by this company! A puny $25 credit does not anywhere near compensate me for the hundreds of dollars that I have been overcharged by Viridian. When I say "overcharged", I do not mean that they overcharged my account - they billed me based on what they were charging for electricity. What I am saying is that they should never have been charging the rates that they were. They were supposed to be saving me money - that is what I was told when I signed on with them. Instead, they have cost me more money than I would have spent if I had simply stayed with [redacted].
Viridian is deceitful and uses questionable sales practices. They have stolen hundreds of dollars from me that I would NOT have had to pay if I had stayed with [redacted]. I am a single mother trying to make ends meet, and I naively thought that Viridian was going to help me save money over the large electric company. However, once their "promotional" rate (which I didn't know was such) was over, they continued to raise their prices without notification, and I am now paying a significantly higher rate than what the regulated electric company would be charging me. This is not acceptable to me, as I am sure any logical person would feel. 
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, with one exception or correction.  
The response states that "Virdian Energy regrets that Customer's quarterly notice communicated an incorrect end date of January 28, 2015..."  This is not correct.  The quarterly notice was dated January 28, 2015 and the contract end date that was communicated was October 18, 2015.  I appreciate the company's desire to resolve this matter and with that one correction, I would accept the resolution that was proposed.  Thank you.
Sincerely, 
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I never received anything including any type of welcome package, in 2009 indicating where I should call or what to do in an instance of increased rates.  I would also like Viridian to address the new mandatory regulation that requires them to contact current customers and let them know that their rate is significantly higher than [redacted].  I would like to know when that regulation came into effect and what prompted that regulation. I would think it was because of numerous complaints just like mine that prompted the regulatory board to take action with each individual supplier.  The response addresses nothing regarding their continued billing at a rate double what the average supplier rate was for over 2 years.  I want a formal complaint filed for devious practices against Viridian and poor customer service/relations.  Not once did anyone reach to me to offer me a fixed rate or follow up on how my service was going.  My new supplier [redacted] reported that they are now required to send a notification letting current customers know about other plans as well as comparison rates to [redacted].
Sincerely,
[redacted]

February 11, 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 10, 2015 and that Viridian Energy received on February 11, 2015.  Customer’s complaint states that: 1) Customer enrolled in Viridian Energy and mailed in rescission card the next day, but was still switched to Viridian Energy; 2) Despite her rescission, Customer received a Welcome Packet from Viridian Energy; 3) Customer was not told that cancellation would take 1-2 billing cycles; and 4) Customer would like to end service with Viridian Energy after her February bill cycle. Customer’s complaint states that Customer enrolled in Viridian Energy and mailed in rescission card the next day, but was still switched to Viridian Energy.  Viridian Energy does not have a record of receiving Customer’s rescission card, and therefore it was unaware that Customer did not want to enroll with Viridian Energy until she contacted Viridian Energy’s Customer Care call center on February 10, 2015.Next, Customer’s complaint states that despite her rescission, Customer received a Welcome Packet from Viridian Energy.  Viridian Energy’s Welcome Packets are sent out immediately after enrollment, regardless if the Customer later decides to cancel.  In Customer’s case, Viridian Energy was unaware that Customer wished to cancel her enrollment because it does not have a record of receiving Customer’s rescission card, however, even if Viridian had received her rescission card, Customer’s Welcome Packet would have already been processed and sent out and could not have been recalled.Customer’s complaint states that Customer was not told that cancellation would take 1-2 billing cycles.  I apologize if Customer was not told that it takes 1-2 bill cycles to return to the utility after cancellation, however, Customer’s account notes indicate that the Representative stated this after providing Customer with her cancellation confirmation number.  Generally, it takes 1-2 billing cycles to begin service with an electricity supplier, and 1-2 billing cycles to cancel with an electricity supplier.  This is a process that is controlled by Customer’s utility, [redacted].  Viridian Energy does not have any control over this timeline.Finally, Customer’s complaint states that Customer would like to end service with Viridian Energy after her February bill cycle. [redacted] has provided Viridian with an end date of March 9, 2015.  Therefore, it appears that Customer will return to NSTAR after her February 2015 billing cycle.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: [redacted]
I am rejecting this response because:I WANT VERIDIAN TO CLOSE MY ACCOUNT AND SWITCH ME BACK TO [redacted] IMMEDIATELY, NOT IN ONE TO TWO BILLING CYCLES WHERE I WILL CONTINUE TO BE CHARGED VERIDIAN'S EXORBITANT RATE. 
I do not want Veridian's $50 offer. I DON'T WANT TO SIGN A CONTRACT WITH Veridian.
The phone number in my complaint is not the phone number that I used to call Veridian. When I agreed for Veridian to be my electric supplier I was responding to the company's claim to provide cheaper electric service. I was not aware that I was agreeing to have those cheaper rates, that I got at the time I switched, spiral out of control without notice.
Sincerely,
[redacted]

December 2, 2014[redacted]Revdex.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 December 1, 2014 and that Viridian received on December 2, 2014.  Customer’s complaint states that: 1) Customer is currently a Viridian customer enrolled on Variable Rate plan and Customer received an advertisement from Viridian for a 3-year Fixed Rate that is less than her current Variable Rate; 2) Customer does not understand how Viridian Energy could offer a lower Fixed Rate than her current Variable Rate; 3) Customer’s Variable Rate is currently twice as high as the promotional introductory Variable Rate she received during her first month of service; and 4) Customer would like to receive a refund for the amount that she feels that she has been “overcharged.”First, Customer’s complaint states that Customer is currently a Viridian customer enrolled on Variable Rate plan and Customer received an advertisement from Viridian for a 3-year Fixed Rate that is less than her current Variable Rate.  Variable Rates and a Fixed Rates are very different products and the differences in price can be quite disparate due to the procurement strategy for these two products.  Viridian purchases electricity to fulfill its Fixed Rate and Variable Rate customer usage in different ways.  Viridian purchases electricity for Fixed Rate customers in advance.  This ensures that Viridian will be able to provide electricity at the contracted Fixed Rate for the length of the term.  The early termination fee that accompanies Fixed Rate products protects Viridian by compensating it for the cost of procuring electricity in advance in the event that a customer cancels prior to the end of the Fixed Rate term.  In Variable Rate contracts, Viridian purchases the electricity closer to the time of consumption, and as a result, a Variable Rate customer is free to cancel at any time without penalty.  Fixed Rates reflect a long-term buying strategy whereas Variable Rates more closely resemble current market conditions. Next, Customer’s complaint states that Customer does not understand how Viridian Energy could offer a lower Fixed Rate than her current Variable Rate.  Viridian Energy is able to offer a lower Fixed Rate than its current Variable Rate due to the electricity procurement strategy for the different products.  In the case of Viridian’s 3-year Fixed Rate product, the customer has committed to purchase electricity from Viridian for 3 years and Viridian is able to purchase energy for the customer’s future electricity usage.  In current market conditions, this allows Viridian to offer a lower Fixed Rate. Customer’s complaint states that Customer’s Variable Rate is currently twice as high as the promotional introductory Variable Rate she received during her first month of service.  First, Customer elected to enroll in a Variable Rate.  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.  The cost of electricity has increased over Customer’s length of service, and that is the reason for the increase in Customer’s rate.  Customer’s complaint notes that Customer’s utility, [redacted], has also increased its rate to over 16 cents per kWh.  Second, Customer received a discounted rate for her first month(s) of service as a promotion for new customers, and this rate did not reflect the true cost of electricity.  As a result, it is not very compelling to make a comparison to this promotional rate. Finally, Customer’s complaint states that Customer would like to receive a refund for the amount that she feels that she has been “overcharged.”  Customer has been appropriately charged for the Variable Rate plan that she 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 $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]

September 17, 2014
[redacted]
Complaint Consultant
Revdex.com
[redacted]
[redacted]
Re: [redacted] [redacted]
Dear [redacted]:
This letter is in response to the complaint that [redacted] (“Customer”) filed with the...

Revdex.com on September 15, 2014.  The Customer’s complaint states that: 1) Customer’s current Variable Rate with Viridian Energy is higher than her utility’s current standard offer rate; 2) Customer’s utility directed Customer to call Viridian Energy to cancel; 3) Customer was on hold for a long time, then received an automated noticed that Viridian was unable to process Customer’s call; 4) Customer would like to cancel service with Viridian; and 5) Customer would like to receive a refund because she was not notified of the Variable Rate increase.
Customer enrolled with Viridian Energy on October 31, 2010 and selected a Variable Rate plan.  Viridian offers both Variable Rates and Fixed Rates.  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.
Customer’s complaint states that her current Variable Rate with Viridian Energy is higher than her 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 [redacted] 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’s complaint states that her utility directed Customer to contact Viridian Energy to cancel.  Many utilities allow customers to contact either the third-party energy supplier or the utility company to cancel.  It is regrettable that Customer’s utility would not process her cancellation request, however, Viridian Energy is unable to effectuate a change of her utility’s policies. 
Customer’s complaint states that when she called Viridian to cancel she was on hold for a long time and then received an automated notice that Viridian was unable to process Customer’s call.  Customer’s complaint did not state many details regarding when she attempted to contact Viridian.  Viridian did investigate Customer’s claim, however did not find a record of Customer’s call on the phone number provide in the complaint, ###-###-####. Viridian Energy’s call center is open from 8:30 AM to 6:30 PM, Monday through Friday.  On Monday September 15th, Viridian Energy did experience issues with its phone system from around closing time at 6:30 PM to 7:45 PM.  If Customer called around closing time of 6:30 PM, it is true that she may have experienced issues.  Customer could have also sent an email to [redacted] to request cancellation.
Finally, Customer’s complaint states that she wishes to cancel service with Viridian.  In response to Customer’s complaint a cancellation was immediately processed upon receipt of Customer’s complaint on September 16, 2014.  Customer’s cancellation confirmation number is [redacted].  Customer should return to service with her supplier of choice in one-to-two billing cycles, based on Customer’s meter-read date and her utility’s switching policies.
Customer’s complaint also requests a refund because she was not notified of the Variable Rate increase.  As stated in Customer’s Terms & Conditions, Viridian does not inform customers of monthly fluctuations in the Variable Rate. Fluctuations are inherent in the definition of Variable Rate.  Customer has been appropriately charged according to her Terms & Conditions of the Variable Rate product that she selected and is not due a refund.  However, 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

Submitted via web to: [redacted]Complaint ConsultantRevdex.com[redacted]Re: [redacted], Case # [redacted]Dear Ms. [redacted]:This letter is in response to the complaint filed...

by [redacted] (“Customer”) on October 19, 2015 regarding Viridian Energy.  In the complaint, Customer states she switched her rate with Viridian Energy on August 19, 2015, but was not advised it would take up to two (2) billing cycles for her new rate to be applied to her account.  Additionally, Customer states she was not notified that a $50 early termination fee (“ETF”) would apply if service was terminated prior to the end of the fixed term.In an effort to resolve this matter I spoke to Customer on October 26, 2015.  I explained that Viridian Energy records all inbound and outbound customer communications in each customer’s account log, and I had reviewed Customer’s call dated August 19, 2015.  I confirmed that during this call Customer was informed by a Viridian representative that it may take up to 2 billing cycles for a rate change to be reflected on her billing statement.  I further clarified, it is the utility and not Viridian Energy that determines an effective date of change to a Customer’s account. Additionally, I reminded Customer her switch to a new rate was authorized by completing a third-party verification call and during the verification call Customer was advised a $50 ETF would apply if service was terminated prior to the end of the fixed term.  Customer acknowledged this information was previously communicated to her.  I concluded by confirming Customer’s new rate of $0.0699/kWh was effective as of October 9, 2015 and provided Customer with my direct contact details for her records.I sincerely hope this meaningfully responds to the above complaint.  If you have any questions, please do not hesitate to contact me by email at [redacted].com. Sincerely, Michelle R[redacted]Compliance Coordinator

February 25, 2015[redacted]Complaint ConsultantRevdex.com[redacted]
[redacted]Re: Brendan Bush, Case # [redacted]Dear [redacted]This letter is in response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on...

February 19, 2015 and that Viridian Energy received on February 20, 2015.  Customer’s complaint states that: 1) Customer did not authorize enrollment with Viridian Energy; 2) Customer contacted his utility to inquire about the switch and was informed that Viridian called the utility and asked them to switch Customer’s energy supplier from [redacted] to Viridian Energy; and 3) he was charged $50 from Viridian for early termination.As to the first issue, Viridian Energy’s records indicate that Customer enrolled with Viridian Energy on May 27, 2014 in a 24 months Fixed Rate plan.  Viridian Energy immediately sent Customer a Welcome Letter (Attachment 1) to confirm Customer’s enrollment and product selection.  If Customer had contacted Viridian Energy after receiving the Welcome Letter, Viridian would have been able to cancel Customer’s account at that time without incurring an Early Termination Fee (ETF). Next, Customer’s complaint states that Customer contacted his utility to inquire on the switch and was informed that Viridian called the utility and asked them to switch Customer’s energy supplier from [redacted] to Viridian Energy.   Viridian Energy never calls the utility to switch customers; customers are required to enroll and Viridian processes such enrollments.  It would be helpful if Customer could have the utility provide a statement that this occurred, as we have no record of this occurrence.Finally, Customer complaints that he was charged $50 from Viridian for early termination.  That is correct, Customer did not fulfill his contract is responsible for the $50 early termination fee, but in the interest of customer service we have agreed to waive the $50 ETF.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 [redacted]
Warmest regards,[redacted]Compliance Specialist

Complaint: 9918839
I am rejecting this response because:
 
Veridian lied and we are proceeding to Consumer Protection and small claims. The rate when I went on the Veridian website to start a new contract would have been the same...

as the rate I originally had. I never got a notice that my contact expired and that the rate more than doubled illegally. Veridien must adjust my balance to the same rate I had in the 12 month contract as it was illegal for them to change the rate without notifying me. I am consulting with our attorney on this matter and I am sure if we proceed to file a full on complaint that the decision will be made in my favor. I received no notification of the rate change and Veridian must refund me at once the difference between what I was supposed to pay vs. the illegal hike in rate without my knowledge. When I called for weeks no one answered and when their letter just arrived they had misspelled my name. Veridian is a very unethical company that deserves a class action case which we are in support of.
Sincerely,
Alex Haidar

[redacted]
[redacted]
#719345;"> 
July 29, 2014 
[redacted]
Complaint
Consultant
RevDex.com
[redacted]
[redacted]
 
Re:           [redacted]
 
Dear [redacted]:
 
This
letter is in response to the complaint that [redacted] (“Customer”)
filed with the Revdex.com on July 29, 2014.  Customer’s complaint states that: 1) Customer
enrolled in a Fixed Rate; 2) the Customer paid more with Viridian Energy than
she would have her utility; and 3) Viridian offered Customer a $100 courtesy
credit in conjunction with enrolling in a Fixed Rate.
 
Customer
enrolled with Viridian Energy on July 7, 2010 and selected a Variable Rate
plan.  Customer could not have enrolled
in a Fixed Rate product because Viridian Energy did not offer Fixed Rate plans
until over a year after Customer’s enrollment date. 
 
Customer’s
complaint states that she paid more with Viridian Energy than she would have
paid with her utility.  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.
 
Finally,
Customer’s complaint states that Viridian offered her a $100 courtesy credit in
conjunction with enrolling in a Fixed Rate. 
Viridian Energy understands that recent volatile energy markets have
been a shock for consumers who were used to stable Variable Rates over the last
few years.  Viridian Energy encourages
customers seeking price-certainty and protection from market volatility to
select a Fixed Rate product.   As a
resolution for customer dissatisfaction, Public Viridian offered the Customer a
courtesy one-time courtesy credit 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

December 17, 2014[redacted]Revdex.com[redacted]Re: [redacted], Case # [redacted]Dear [redacted]:On December 1, 2014 [redacted] (“Customer”) filed a complaint with the Revdex.com that Viridian Energy responded to on December 2, 2014.  On December 10, 2014, Customer filed a rebuttal to Viridian Energy’s response.  This letter is in response to Customer’s December 10, 2014 rebuttal.  Customer’s rebuttal states: 1) Customer was unaware that Viridian Energy offered a Fixed Rate; 2) Customer did not receive anything in writing; 3) Viridian Energy’s rates are significantly higher than the rate that [redacted] is charging; 4) Viridian Energy does not send Variable Rate increase notifications; 5) The Viridian Energy advertisement for a 3-year Fixed Rate states a savings claim of $267 per year, but Customer has paid more than [redacted] with Viridian; 6) Customer believes that Viridian Energy was supposed to be saving her money; and 7) Customer does not find Viridian Energy’s offer of a $25 courtesy credit to be an acceptable resolution.First, Customer’s rebuttal states that Customer was unaware that Viridian Energy offered a Fixed Rate.  Customer enrolled with Viridian Energy online.  At the time of Customer’s enrollment the enrollment website listed all of Viridian Energy’s Fixed Rate and Variable Rate products.  Customer would have selected whether she wished to enroll under a Fixed Rate or Variable Rate.  Please see Attachment 1, which contains a screen shot of Viridian Energy’s enrollment process and indicates where Customer would have personally selected a product.  In addition to offering both Fixed Rate and Variable Rate plans, Viridian Energy also allows the consumer to choose his/her renewable energy content.  Furthermore, Customer would have confirmed that she understood her Variable Rate selection on the final page of her online enrollment.  Please see Attachment 2 where Customer would have been required to affirm her understanding of the following statement in order to enroll: “I acknowledge and understand that Viridian Energy’s variable rate product will fluctuate based on energy market conditions.  The price I pay for energy may be higher or lower than the local utility in any given month.  There is no saving guarantee associated with Viridian Energy’s variable rate product.”Customer’s rebuttal states that Customer did not receive anything in writing.  This is incorrect.  Customer was provided with the Terms & Conditions during her online enrollment.  Both Attachment 1 and Attachment 2 indicate where Customer was able to view, print and save a copy of her Terms & Conditions.  In addition, immediately after enrollment, Viridian Energy sent Customer a Welcome Packet including a printed copy of her Terms & Conditions.  These Terms & Conditions fully explained Customer’s Variable Rate and also indicated that Viridian offered Fixed Rates. Customer’s rebuttal states that Viridian Energy’s rates are significantly higher than the rate that [redacted] is charging.  First, 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 as compared to the utility’s standard mix product.  For example, Viridian Energy’s [redacted] electricity product provides customers with 50% more renewable energy than state minimum standards.  As a result, a direct price comparison between Viridian Energy’s rate and the rate offered by the utility cannot be made.  Second, Customer agreed at the time of enrollment that she understood that Viridian’s rate “may be higher or lower than the local utility in any given month.”  As noted above, please see Attachment 2 where Customer affirmed her understanding of the following statement: “I acknowledge and understand that Viridian Energy’s variable rate product will fluctuate based on energy market conditions.  The price I pay for energy may be higher or lower than the local utility in any given month.  There is no saving guarantee associated with Viridian Energy’s variable rate product.”  Finally, Viridian Energy’s rate is not significantly higher than the rate offered by [redacted].  Customer’s Variable Rate during her last month of service was 17.73 cents per kWh for a premium renewable energy product, during that same period [redacted]’s rate was 16.18 cents per kWh for a standard mix product.Next, Customer’s rebuttal states that Viridian Energy does not send Variable Rate increase notifications.  This is correct.  Viridian Energy does not send notifications indicating a increase or decrease in a customer’s monthly Variable Rate, as fluctuations are inherent in the definition of a Variable Rate product.  Viridian Energy has neither the legal nor contractual duty to provide Variable Rate notifications.  The Terms & Conditions that Customer agreed to upon enrollment did not state that Customer would receive these notifications.Customer’s rebuttal states that the Viridian Energy advertisement for a 3-year Fixed Rate states a savings claim of $267 per year, but Customer has paid more than [redacted] with Viridian.  The savings claim that Customer is referencing is based on Viridian Energy’s 3-year Fixed Rate offer as compared to [redacted]’s current rate of 16.18 cents per kWh.  As explained in the last response, Viridian Energy’s current Variable Rate is higher than its current Fixed Rate.  Viridian Energy’s current Fixed Rate is below the rate charged by [redacted], and its current Variable Rate is higher than the rate charged by [redacted].  As noted above, does not offer a general guarantee savings as compared to another electricity product.  Viridian Energy can guarantee that one of its Fixed Rate offerings as of December 2014, is lower than the rate offered by [redacted] as of December 2014.  Please see Attachment 3 indicating Viridian Energy’s current Fixed Rate offerings.Customer’s rebuttal states that Customer believes that Viridian Energy was supposed to be saving her money.  As stated above, Viridian does not offer a general guarantee savings as compared to another electricity product.  At the time of Customer’s enrollment, her initial Variable Rate most likely was lower than [redacted]’s rate at the time, however, Viridian Energy cannot guarantee that Customer’s Variable Rate will always be lower than [redacted]’s rate because Viridian Energy does not have any control over [redacted]’s rate and it cannot predict the future.  Viridian Energy encourages customers seeking price certainty to select a Fixed Rate product.Finally, Customer’s rebuttal states that Customer does not find Viridian Energy’s offer of a $25 courtesy credit to be an acceptable resolution.  Customer was appropriately charged for the rate plan that she enrolled in.  Viridian Energy did not err with respect to Customer’s account, and therefore she is not entitled to a refund.  However, Viridian Energy understands that Customer was dissatisfied with her selection of a Variable Rate and is willing to offer Customer a courtesy credit in conjunction with enrolling in a Fixed Rate.  I would be able to increase Customer’s courtesy credit to $50 in conjunction with enrolling in one of the product offerings listed in Attachment 3.  Please note that the rates listed in Attachment 3 expire at the end of December.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]

To Whom It May Concern:
The Company has written-off the Customer's outstanding balance totaling $386.02.  Mr. Jordan will not face penalty, nor have his account referred to any of the 3 credit bureaus.  Additionally, the Company will issue Mr. Jordan a letter to confirm the aforementioned.  On 4/25/2014 the customer was contacted and advised of this information.  As a precautionary measure, the company recommends the customer place a block on their utility account with [redacted] to ensure that they are never enrolled with another third party supplier in the future.
We sincerely hope this response has meaningfully addressed this complaint to the customer's satisfaction.
Cordially,
Viridian Compliance

August 26, 2014
[redacted]
Complaint Consultant
Revdex.com
[redacted]
[redacted]
Re: [redacted], Case # [redacted]
Dear [redacted]:
This letter is in response to the rebuttal that [redacted] (“Customer”) filed with the Revdex.com on August 26, 2014.  I apologize if Customer’s original complaint response PDF was not attached on Viridian Energy’s August 18, 2014 response.  Attached please find that response.
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

re: Viridian Response to Complaint ID - 9921240 - SHOSHANYA JORDAN
 
 
 
sans-serif;"> 
April 3,
2014
 
 
Customer
Name:  SHOSHANYA JORDAN
Complaint
ID:        9921240
 
Subject:  Company Response
 
 
 
This letter is in response to the complaint made by Shoshanya Jordan
with the Revdex.com on February 10, 2014.  Viridian, LLC is committed to customer
service and satisfaction and regrets that that she was dissatisfied with her experience
with Viridian.  We thank you for your
patience and apologize for the length of time it has taken to submit a
response.  In the compliant, Ms. Jordan
states that her account was enrolled without her authorization. Customer states
that she asked for a call back from a supervisor or compliance representative
and that neither has occurred.
 
At the time of this response, account records show that
the customer was contacted both by a Viridian Energy Supervisor on 2/10/2014 and
A Compliance Department representative on 2/14/2014.  Due to the nature of the complaint, we would
like to speak directly to the customer to resolve this complex issue and to
come to a resolution. 
 
Viridian is committed to customer service and
satisfaction and regrets that the customer was dissatisfied with their
experience.  Electricity and Gas services
for Mrs. Jordan have been cancelled effective 3/6/2014 and did not incur any
cancellation fees.  Viridian takes this
matter as such are properly managed.  We
apologize for any inconvenience [redacted]as experienced and hope this
response resolves the matter to the customer’s satisfaction.
 
 
Kind
regards,
 
Viridian
Compliance

January 5, 2015[redacted]
[redacted]Revdex.com[redacted]
[redacted]Re: [redacted], Case # [redacted]Dear Ms. [redacted]:This letter is in response to the complaint that [redacted]...

[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]
[redacted]