Complaints

This profile includes complaints for Verde Energy USA Texas, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Verde Energy USA Texas, LLC

  9 Greenway Plz Ste 850 Houston, TX 77046-0900

• 

  Verde Energy USA Inc.

  101 Merritt 7 Ste 2 Norwalk, CT 06851-1060

• 

  Verde Energy USA Texas, LLC

  PO Box 5744 Austin, TX 78763

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have signed 3- 12-month contracts with Verde Energy USA, to provide me with clean electric energy from renewable sources, at my residence in Schenectady, NY.
  
  They enrolled me each time, and then after several months, they sent me another letter cutting my service and/or confusing me in their explanations. I also question if they are truly supplying me with clean electricity from renewable sources.
  
  I signed up with Verde on 6/8/22 for a 12-month period of clean electricity from renewable sources.
  
  First enrollment strange notifications from Verde: 23 May, 2023
  On 15 May 2023, they sent me another notice titled: RE: Environmental Disclosure Label.
  It contained 3 short paragraphs, and the middle one had one sentence that didn't make sense. Here it is:
  "we are purchasing and retiring the renewable products for which you enrolled. If you have any further questions, please don't hesitate to contact us.
  
  They sent me a Contract Renewal Notice on 19 May 2023, and said that my fixed-rate electricity supply plan is set to expire on 7/5/23.
  
  Here is the 2nd notification from Verde sent to me 8/24/23 that said: Thank you for being a loyal customer. We regret to inform you that we are no longer able to be your energy service company ("ESCO") of choice for electric supply. National Grid (Niagara Mohawk Power Corporation) will soon replace Verde as your energy supplier.
  
  I called them and cancelled the account as of 30 Sept. 2023.
  
  I signed back to Verde on Nov 1, 2023, and they sent me a welcome to Verde family letter where they said: we're looking forward to providing you with 100% renewable energy at competitive rate.
  On Nov 16, 2023 they sent me the same note as 5/15/23, saying: "We assure you that we are purchasing and retiring the renewable products for which you enrolled."
  I did call yesterday, 11-30-23, but they never answered.
  What does this mean?
  
  Please, be aware that Verde has been found guilty of scams in the states of Pennsylvania , CT and TX.

  Business Response

  Date: 12/14/2023

  To Whom This May Concern:
  This is Verde Energy USA, Inc.’s (“Verde”) response to BBB
  Complaint Number ********.
  Thank you for bringing Ottavio ** ********* concerns to our attention.
  Upon receipt of the BBB’s notice, Ottavio ** ********* concerns
  were reviewed by Verde. During our review we found that on June 1, 2022, Mr. ** ******* authorized to enroll his electric service with Verde via online
  enrollment.  On July 5, 2022, the
  electric service account enrolled onto Verde’s New York Green 12 plan at the
  12-month fixed rate of 16.99 cents/kWh.
  
  On May 18, 2023, Verde sent the attached Contract Expiration
  notice informing Mr. ** ******* of his upcoming fixed rate expiration date. On
  May 23rd, the customer contacted Verde to inquire about the current
  available rates and stated that he would shop around. Because no action was
  taken by the customer, on July 6th, his electric service rate
  transitioned to the variable month-to-month rate.
  
  The Company acknowledges that on August 4th, a notice
  was issued informing Mr. ** ******* that because Verde could no longer guarantee
  that he would not pay more than the utility, as such, he was returned to his
  utility.  This is a benefit to him so that he does not receive bills
  higher than his utility default rate. 
  
  On August 30th, Mr. ** ******* contacted to cancel his
  service. That same day, the Company submitted a cancellation transaction to NIAGARA
  MOHAWK who responded and provided the termination date of October 4, 2023.
  
  Upon further review, on September 5th, Mr. ******* agreed to re-enroll his electric supply service onto Verde’s New York Green
  12-month fixed rate of 12.79 cents/kWh which became active on November 3rd. 
  
  On November 16th, because Mr. ** ******* enrolled onto
  the New York Green rate plan, the Company mailed out the referenced
  Environmental Disclosure Label which assures the customer that Verde will purchase
  eligible renewable resources to support the supply plan he enrolled onto.
  
  The Company appreciates Mr. ** ********* feedback, and we
  appreciate the opportunity to address his concerns.  Lastly, we would like to confirm that Mr. ** ********* electric service is currently active with Verde.
  
  
  
  Best regards,
  
  
  Brandi ******** | Regulatory Specialist
  12140 Wickchester Ln Ste 100 |
  Houston, TX 77079
  Tel: 281-833-****
  *********@verdeenergy.com

  Customer Answer

  Date: 12/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  
  
  [Provide details of why you are not satisfied with this resolution.]

  Verde's Your written communication is confusing.
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 01/19/2024

  To Whom This May Concern:
  This is Verde Energy USA, Inc.’s (“Verde”) response to BBB Complaint Number ********.
  We appreciate the opportunity to further assist Mr. ** ******* regarding his concerns. 
  
  As noted in the November 16th, Environmental Disclosure Label provided to Mr. ** ******* regarding the New York Green plan he enrolled to; the Company assured the customer that Verde would be purchasing renewable products to support the supply plan that he would be serviced. This notice also informed the customer that if he would like to receive specific information which identified the resources purchased by the Company to contact Verde via email at [email protected] or by calling Verde at 1-800-388-3862.
  
  Upon further review, we acknowledge that on December 18th, Mr. ** ******* contacted the Company to cancel his electric supply account. This same day, a cancellation transaction was submitted to NIAGARA MOHAWK who responded and provided the termination date of January 5, 2024.  Verde is no longer supplying Mr. Lo ********* electric service.
  
  Please have Mr. ** ******* reach out to Verde in the future if he would like to explore Verde’s renewable rate plans in the future.
  
  
  Best regards,
  
   
  Brandi ******** | Regulatory Specialist
  12140 Wickchester Ln Ste 100 | Houston, TX 77079
  Tel: 281-833-**** 
  *********@verdeenergy.com
  
  

• Initial Complaint

  Date:09/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in the bottom half of a 2 family house. It's a small house with 2 small rooms in NJ. In 2013, I applied for a third party utility service for my electric. I had no issues whatsoever for 4 years that I am aware of. By 2017, I received a call from ******* Energy telling me that I needed to renew. I repeatedly told them I was confused by the call and did not understand the questions. I believe my answers were doctored and any questions I had during the recording that expressed not understanding the question were removed. I had no idea that after 12 months ******* began overcharging me on a variable plan that I don't remember being explained to me at all or even on the recording. Unfortunately, during this time period I became very ill and was in and out of hospitals while also losing my job to a medical condition and living alone throughout the ordeal. So, it wasn't exactly on my radar to really pay attention to how much I was being charged as I was inundated with medical bills from my first emergency surgery and the loss of my job. In 2018, Verde acquired my account and kept me on a variable plan. I never agreed to this acquisition. I never gave my approval or spoke to anyone about it. They claim they sent a letter and that was enough but I never received anything. I continued to work 3 jobs while dealing with newer medical issues so I only recently discovered this through my primary electric provider, **** when my electric bill was double what it should have been. I spoke with multiple individuals to rectify and reimburse me for the difference in how much I was overcharged for a company I never agreed to and also explaining that I believe the original recording/contract was doctored. I was denied by Verde for any reimbursement and ******* has no way of getting in touch with them to uncover the original recording. I must have been overcharged by thousands of dollars between both ******* and Verde is my guess and at least hundreds by Verde.

  Business Response

  Date: 10/06/2022

  To Whom This May Concern:
  This is Verde Energy USA, Inc.’s (“Verde”) response to BBB Complaint Number *********
  Thank you for bringing Janet *******’ concerns to our attention.
  Upon receipt of the BBB’s notice, Ms. *******’ concerns were reviewed by Verde. We found that ******** *******’ electric account was enrolled with Verde as a result of an assignment from ******* Energy PA, Inc. (“*******”).  On November 7, 2018, a joint Verde and ******* Customer Assignment Notice was mailed to Ms. ******* informing her that, pursuant to her ******* agreement, the electricity supply would be transitioning to Verde approximately on December 11, 2018. (See Attached Documents) As such, the electric account became active with Verde on January 14, 2019. On July 29, 2022, the Company received an inbound cancellation transaction from PSE&G which terminated the electric account with Verde on September 1, 2022. This customer is no longer serviced by Verde. 
  
  Verde’s records show that Ms. ******** electric account was originally enrolled with ******* on November 1, 2017, onto their 12-month fixed rate of $0.1209 per kWh. (Enrollment Documents Attached) As evidenced by the attached ******* Renewal Notice, Ms. ******* was properly notified prior to the rate expiration date.  Because no action was taken, the electric rate transitioned to the variable month-to-month rate which upon assignment, enrolled onto Verde’s variable month-to-month rate plan.
  
  Based upon our findings, the Company agrees that the enrollment assignment to Verde is valid, and no credits or adjustments are warranted.
  
  
  Best regards,
   
  B***** ******** | Regulatory Specialist