Verde Energy USA Inc.

Dear [redacted]
This email is in response to the rejection of our response to the Revdex.com. Verde Energy is unable to provide you with free electricity, the best we can do is to issue you refunds/rebates to make the cost of your stay with Verde Energy equal to the cost if you just stayed with [redacted]. The DELIVERY costs from [redacted] would always have been there, so that is not eligible to be included into your request for refunds. Please see my notes IN RED below:
ELECTRIC:
[redacted]        drop: 3/16/16
Total 3 billing cycles:
321.00KH @ $0.1649 (12/16/2015-1/15/2016) $52.93
379.00KH @ $0.1649 (1/16/2016-2/16/2016) $62.50
360.00KH @ $0.1499 (2/17/2016-3/16/2016) $53.96
Total of $169.39 in Verde charges. 
[redacted] price to compare: .1213/kwh Total charges would have been $128.58 if you were with just [redacted]
Difference of $40.81
Sent $75 rebate: This check was sent, please cash this check before June.
Sent $5.69 refund: You are stating you never received this check, is that still true?
GAS:
[redacted]            drop: 4/15/16
Total 3 billing cycles:
138.01TD @ $0.6840 (1/16/2016-2/16/2016) $94.40
83.23TD @ $0.4990 (2/17/2016-3/16/2016) $41.53
67.36TD @ $0.4990 (3/17/2016-4/15/2016) $33.61
Total of $169.54 in Verde charges.
[redacted] price to compare: .151/therm & .401/therm  Total charges would have been $81.23 if you were with just [redacted]
Difference of $88.31
Sent $25 rebate: I see this check has been cashed.
Sent $25.53 refund: This check was sent, please cash this check before June.
Final tally:
Total Gas & Electric charges from Verde: $338.93
Total Gas & Electric charges if only using [redacted]: $209.81
Difference between what Verde charged and what the charges would have been if you were just with [redacted]: $129.12
Total Rebates/Refunds: $131.22
Please cash the checks that you have received from Verde Energy. Let me know which of the checks you have never received and I will have them reissued.
Karen M[redacted]
Customer Support |Verde Energy USA
[redacted]

We sent the customer the following emailMr.[redacted],I received a copy of your inquiry and reviewed your account history.As
you know we provide all existing customers the opportunity to take
advantage of our current fixed rate offer for new customers.  You were
able to do this back in May of...

last year under a 6 month fixed rate of
$0.1049/KWH.We have put in a cancellation transaction per
your request.  Even though you have decided to cancel we will send you a
billing adjustment check for $104.89 which lowers the rate on your Jan
bill to $0.1049/KWH.  With this check we will have provided you with
over $190 of billing refunds, you received another check back in May,
along with $75 in special bonus rebates ($50 in May 2011 and $25 in Jan
2014).  Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:  I am trying to get them to remove a different number from their list....

 Maybe I didn't include it, but ([redacted] is also on the DO NOT CALL list.  This is the number I am having trouble with.  Calls may have been agreed to through a third party via a questionnaire.  Please see to it that my cell number is taken off of their list without me having to answer my cell.  ([redacted]  Thank you. 
Sincerely,
[redacted]

I made a second offer to resolve this per the email below but the customer rejected it.  We think this was a reasonable offer and will honor it if he accepts it
Andrew,
The notification mailing that I
attached to my first email went out via first class mail to all [redacted]
customers in February 2013, no active customers were excluded.  The drop
request sent to us by ACE at 6:48PM on 3/19/14 was immediately followed
by another transaction to cancel that transaction since their system
picked up the drop we had submitted at 10:38AM that morning.
I understand you are not happy with the increase in electric
costs that you and Verde have experienced.  In you case I am willing to
send another adjustment check for $100 in addition to the $165.99 check I
noted in my first email.  This is the best we can do, if it is not
acceptable I will not send the second check.....let me know.
Regards,
Tony Menchaca

We sent the customer the following email today
I reviewed your inquiry and Saturday call to our customer support group.
A
copy of the enrollment TPV you completed on 4/16/14 is attached for
your reference.  Even though you have cancelled your account with...

Verde
as a courtesy we will send you a $75 cash bonus check to help defray the
cost of your recent bill.  You will receive this check within 2 weeks.If you have any questions about the KWH in a recent meter reading you should contact AEP since they control all readings.
Regards,
[redacted]

We sent the customer the following email today:
Mr. Masrieh
I reviewed your Revdex.com inquiry and your recent call to our customer service center.
As
a goodwill gesture we will issue a refund check for $253.97...

which
lowers the rate on your 3/13/14 bill to $0.1129/KWH which is below the
[redacted] rate.  Per your request, we have submitted a drop for your account
and will use the $0.1129/KWH rate for the current billing cycle which
should be your last cycle with Verde.  Our records indicate that we also
sent you a $25 rebate check in February which you have cashed.
Regards,
Tony Menchaca

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. They did send me a refund check for the 2 months at issue. That being said, I've dropped this company as my energy supplier. They ripped me off in the most recent moth too. Charged me .17 per kwh where the industry is more like .10.  Will not be ripped off by these guys again.
Sincerely,
[redacted]

Customer's cell phone number has been added to our DNC list.Master DNC List Search ResultsAdd DNC Record DNC Bulk Upload Download Master DNC ListPhone NumberDate Added[redacted]9/17/2015Karen M[redacted]Customer Support | Verde Energy USA[redacted]

I would be careful in dealing with this company. I signed on to their fixed rate and didn't put it on my calendar when it would expire. Life happens. As soon as my rate expired they doubled my cost per unit, that was in March and we don't use much energy, so I didn't notice. The doubled rate was considerably more than the default supplier, probably more than 2x in hindsight. I finally called a couple months later when we were using more electricity and wondering why the bills were so high and they said insultingly, "well you should have called when you noticed that we doubled your rate back in March". They offered me a one month discount to stay with them for another fixed year, but I just don't want to have to deal with this repeatedly so I'm going back to my default supplier. This is really a case of bait and switch. I accept my own responsibility in this, but would recommend you consider the discount carefully and mark it on your calendar. Also others report billing errors with them, so you'll have to watch that as well. I'm not convinced I got my full year of fixed-price discount or the promised check, but not worth my time to sort back through everything.

responded directly to customer via email:Dear [redacted] [redacted],This email is in response to the complaint you filed with the Revdex.com. The $50 is a rebate, and you should have been told that you needed to mail in a rebate form. I have processed your rebate and you will be getting your check in 10-15...

business days. I'm so sorry the rebate program wasn't made clear to you. I see that your Verde account is indeed cancelled, and I have added your phone number to our do not call list. If you have any questions, please let me know.Karen M[redacted]Customer Support | Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

We sent the customer the following email[redacted]I received a copy of your inquiry.As
you know your account was enrolled on a monthly variable rate offer. 
Even though the rate could have changed it stayed fixed for almost 3
consecutive years before it increased because of significant...

increases
in energy supply costs.  The notice sent to you in 2013 did not require
your consent and the $25 rebate that was offered was a courtesy.  In
reviewing your account I see that we switched you to our then current
4-month fixed rate for new customers of $0.1149/KWH and that you remain
on that rate.  The $86.16 of refund checks that we provided represents
essentially two months of free supply from Verde.  Even though I think
we made an equitable offer to you I am willing to issue you another $50
refund check.  If you do not find this acceptable we can drop your
account.  Please let me know what you want to do.Regards,[redacted]

We sent the customer the following email today
Mr. [redacted],
I was traveling last week and
just received your voice mail.  I put your $75 rebate in and you should
receive a check within two weeks.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:176.66 is a beginning point, I feel that I am also owed an additional 117.48$ for the months of Dec. and Nov.  for a total of 294.14$ That is based upon their fixed rate of 12.9.
Sincerely,[redacted]

Sent email reply directly to customer 2/25/16:Dear Amy D[redacted]Thank you for your email reply. In looking at your account again, I see only a few additional things I am able to do for you. I have processed $100 in rebates that were available for you to take advantage of during your stay with Verde. That will be in the form of one $50 check and two $25 checks. I have gone much beyond our standard operating procedure of issuing you a single month refund. I have already issued you a refund for your 3 highest bills, and I am issuing one additional refund for the billing for 2/11/15-3/11/15. That additional check for $149.40 will also be mailed to you. You should receive all of these checks within 15 business days.As you know, there is no cancel fee to leave Verde Energy and our rate is clearly printed on every [redacted] bill you received. Verde Energy is sending you a total amount of $723.39 and feels we have provided an equitable solution to this matter and considers this case resolved.Karen M[redacted]Customer Support |Verde Energy USA[redacted] [redacted] [redacted]

Her email is correct, we are providing the second month of billing adjustment checks.

We sent the customer the following email today:
Mr. [redacted],
We received your recent inquiry.
Your
account was enrolled in a monthly variable rate offer.  For reference,
your initial rate held steady for almost 3 years.  For...

reference,
customers on a variable rate plan always have the option of switching to
a fixed rate plan at any point in time.
Your account has
been cancelled per your request.  We reviewed your recent usage and will
send you a billing adjustment check for $161.36 which lowers the
effective rate on your Sept-Nov bills to our current fixed rate of
$0.1099/KWH.  You will receive this check within 2 weeks.
Regards,
Verde Energy Customer Support

As indicated in the email below that we sent to [redacted] on 5/30/14 her account was assigned to Verde by [redacted] Energy.  We lowered her rate and issued a billing adjustment check which she should now be in possession of... we think is a reasonable resolution.
Hi [redacted]
I reviewed your Revdex.com
inquiry and your call into our customer support group.  Your account
was assigned to Verde Energy by Rescom Energy in Q1 2013.  Attached is a
copy of the notification mailing that was sent to all Rescom customers
via first class mail at that time.  You were enrolled in a variable rate
plan and your rates increased recently due to significant increases in
energy supply costs not all of which were passed on to Verde customers.
Your account has been dropped per your request and your rate
has been lowered to $0.1179/KWH for your last billing cycle.  In
addition we will issue you a billing adjustment check for $68.21 to
lower the effective rate on your 4/24/14 bill.  You should receive this
check in approximately 2 weeks.
Regards,
[redacted]
Verde Energy USA

responded directly to customer:
Dear [redacted]
 
This email is in response to your rejection letter to the Revdex.com. Verde Energy has so far, billed your gas account $94.40, and your electric account $52.93 + $62.50 which totals $209.83 for two months of electricity and one month of gas. 
We have issued you $5.69 refund, $75 rebate, $25.53 refund and $25 rebate which totals $131.22. Which means that for two months of electricity and one month of gas you will have paid only $78.61 with Verde Energy. According to your email, you stated that your combined gas/electric bill for only one month was $82.41 with [redacted]
The four checks are in the mail as I am writing this. When you get them, you certainly have the right to do with them what you want, but Verde Energy feels we have provided an equitable solution to this matter and considers this case resolved.
 
 
Karen M[redacted]
[redacted]

copy of email sent on 2/10/15:
[redacted]
This email is in response to your complaint filed with the Revdex.com. I have looked up your account and see that your fixed rate was for 6 months, as stated on your terms of service, your fixed rate will switch to the variable rate once the fixed rate term expires. After receiving the fixed rate for 7 months (one extra month) your fixed rate expired on 8/25/14. At this time, Verde is not required to contact MA customers when their rate is about to expire.
I have processed a $80.52 refund for the difference in rate to our new .1299/kwh fixed rate on your last bill. You should get that check within 15 business days.
I see that your account with Verde Energy was cancelled and your last day with us was 12/29/14.
If you have any additional questions/concerns, please don't hesitate to reply to this email.
[redacted]%3

Complaint: [redacted]
I am rejecting this response because:
They claim I was always on a variable and I want to see in writing where I signed and agreed to this.
Sincerely,
[redacted]