ComplaintsforKiwi Energy NY LLC

• Initial Complaint

  12/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used to have Kiwi Energy as my electric supplier in the past. Since I switched to a different supplier they keep trying to call me from shady numbers and leaving threatening messages. I block every number they call from and delete the messages. I see that there are numerous complaints about this company, which made me decide to make my own complaint and try to stop these calls.

  Business response

  01/04/2024

  Thank you for reaching out to us with your concerns. We take matters like these very seriously and sincerely apologize for any distress caused.
  Using the phone number provided in this complaint, we listened to calls between Kiwi Energy and yourself and  found no evidence of threatening messages during our retention follow-up calls. Additionally, Kiwi Energy always identifies our name on all outbound calls to customers.  However, we understand the importance of ensuring your peace of mind.
  To address your concerns and provide a solution, we would like to offer to place your phone number on our Do Not Contact list. This action will ensure that you won't receive further communication from us.

  If there are other details or specific incidents to share, we are here to assist further. Your satisfaction and peace of mind are our top priorities. You may contact us at ************** and ask to speak with a supervisor.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Deceptive door to door sales, despite no soliciting sign. Claiming to represent the public utilities commission while trying to solicit consumers to switch suppliers.

  Business response

  11/16/2023

  Kiwi Energy takes the reported claim very seriously, as it conflicts with our fundamental business principles. As a standard policy, all Kiwi Energy sales teams are mandated to wear a specific ID badge that identifies them as representatives of our company. This ID badge also states that the agent does not represent the utility or any governmental agency.

  We have immediately initiated an internal investigation to uncover any potential links to these reported practices. Our sales representatives undergo comprehensive training that strictly prohibits misrepresenting affiliations, especially in connection with regulatory bodies like the Public Utilities Commission. Moreover, our sales teams are required to wear distinctive Kiwi-branded apparel, including jackets, hats, and polo shirts, as additional indicators of their association with Kiwi Energy.
  The enrollment process at Kiwi is crafted to safeguard customers and provide clear signals that the request is to enroll with Kiwi for Supply service.

  We want to reassure you that we are taking proactive measures to prevent similar incidents in the future. If you possess any additional information or encounter similar incidents, please don't hesitate to contact us directly at ************** and request to speak with a supervisor,as your assistance can greatly aid our investigation.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No Soliciting Signs up still get a knock. I asked if they got permission from the leasing office. Answer No we arent selling anything ****. Liars so I know that your company didnt obtain a permit to solicit. Nor talked to the leasing office. Office was open.

  Business response

  09/20/2023

  Thank you for bringing this to our attention.  It is our policy that agents soliciting our services are required to adhere to a series of regulations, including **************, visible ID badge and full adherence to any state laws and local ordinances.

  Kiwi Energy will continue to closely monitor the activity of the sales team and provide reminders during weekly training updates reinforcing the importance of compliance and adhering to the policies.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Tuesday, July 18 at approximately 11 am I received a call from someone claiming to be from Con *** but in fact it was someone from Kiwi Energy trying to solicit me into buying their product by falsely claiming that **** was part of Con ******* He also tried to get me to switch even though I said no three times, and I had to call Con ** to make sure there were no changes to my account. The agent said his name was ******, and his ID was ******, and his number is *********************** (but the number he called me from was **************. He was trying to sell me a home warranty (CINCH **********) that I did NOT want. However, since he initially said he was from Con** and was calling because there was a problem with my account, I did give him my account number, and now I am worried he is going to switch my account without my permission (even though I had Con** put a block on my account). The conversation was very deceptive and dishonest, and while I understand it is legal to solicit business in ********, it was not made clear to me until the very end of the conversation that this was a different company entirely that had no affiliation with Con ****** at all. He should have identified himself right away. They should not be allowed to do business this way, it is completely a trap. I was actually told by the representative at Con **ison to file a complaint because he said they are not allowed to act in this way and that "******" (if that's his real name) should be reported because the way he was acting is unethical and illegal (false advertising). Kiwi Energy should be shut down! Luckily I caught on that it was a scam before it was too late, but some people don't. If they cannot be honest they should not be allowed to do business.

  Business response

  08/04/2023

  After receiving this complaint,Kiwi Energy (Kiwi) launched an immediate investigation into these claims as all sales representatives are required to identify themselves as a representative of Kiwi. Upon review, **** found that during this interaction, the sales representative correctly branded the call by identifying himself, and that he was calling on behalf of Kiwi Energy (not Coned) within ****************************************************************************************************************************** selecting ********************** as a supplier which is paired with the Cinch Home Warranty plan. In addition, the customer was transferred to a third-party verification (TPV) company to confirm the desire to enroll with Kiwi. 
  During the verification process,the customer answered no to a verification question, and as a result, the enrollment request was canceled. The Kiwi sales representative provided further clarification and contact information for Kiwi for any additional questions that the customer may have. In this case, the customer confirmed that she understood the process of switching to an energy supplier and asked for a follow-up call to be made later. This customer has not been contacted by Kiwi since and was not enrolled for energy supply services. To better understand these claims, we encourage the customer to contact our customer service team at **************. **** has placed this customer's details on our internal DNC list.

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I want to ensure they no longer have my information on file. I understand they put me on a do not call list and have not contacted me since, but I want to make sure they do not have access to my Con ****** account information and will not make any changes to my account without my direct consent or permission. I put a block on my ConEd account, but since they have my personal information, I want that to be destroyed and to never be reached out to again. 

  Thank you. 

   

  Sincerely,
  
  *************************;
  
  

  Business response

  08/25/2023

  Kiwi Energy will only retain a customer's record if an enrollment was completed. This account was not enrolled with Kiwi Energy. This phone number was previously added and will remain on Kiwi Energys Do Not Contact list. 

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I switched to Kiwi Energy after a man knocked on my door and told me I was being over-charged by AEP and that switching to Kiwi would save me money by getting rid of the service charged by AEP. On 06/03/2022, my electric bill shot up from $68.41/mo to $153.78/mo. I called Kiwi to cancel, but they said, "energy rates around the world are skyrocketing, and prices are this high everywhere, not just us." Like a fool, I believed them instead of checking. After my electric bill shot up again to $172.80 on 07/03/2022 and $185.63 on 08/03/2022, I called Kiwi on 08/24/2022 at 12:41 PM to cancel my account with them as I could no longer afford their astronomical rates. The call lasted 6 minutes, and I was assured my account was canceled and was provided the cancelation confirmation number "******." The man I spoke with told me that, due to the time in the billing cycle, Kiwi Energy would still show up on my upcoming bill. The gentleman also confirmed that I would not receive a cancelation fee. My next bill was mailed on September 2nd, 2022 of the service period of 08/03/2022 - 09/01/2022. This should have been my last bill with Kiwi Energy as my supplier, and AEP should have become my energy supplier from 09/01/2022 onwards. On 10/06/2022 I received my bill for the 09/01/2022 - 10/03/2022 service period. It was $126.24, and Kiwi Energy was listed as the provider. Because I canceled my account with Kiwi on 08/24/2022 and the next cycle of service began on 09/01/2022, Kiwi Energy should not have been my supplier. I am demanding that the cost of my energy bill be adjusted to what I would have owed AEP had they been supplying my energy, which was found to be $.0723/kWh. I am also demanding that Kiwi Energy contact me so I can discuss why they misled me to believe my account had been canceled. The supporting documentation includes a screenshot of the call to Kiwi Energy's Customer Support Number on the specified date *************).

  Business response

  10/27/2022

  We understand the customers frustration, especially when seeing a higher-than-average energy bill. Through interactions with our **************** team, the customer's account was reviewed billing explanations provided, such as clarifying the difference between the delivery vs supply charges, the usage, and the spike in energy costs (as publicized by all major news networks) nationwide.

  
  Since receipt of this complaint, we have completed an additional review of this enrollment and found that it met all quality standards.For this enrollment a third-party verification call was completed confirming key points of service (such as: supplier is not the utility, variable rate, no guaranteed savings, no early termination fees, etc.)

  
  During a follow up call, cancellation timelines were further explained, based on the utility and market rules. The cancellation was processed on the date of the customers request, August 24, 2022. The customers supply service (per market and utility rules) remained until the next scheduled meter read.

  
  The customer was informed the account is closed and was be provided with an email confirmation per request.  

  
  Both parties find this matter resolved. 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I asked my electric company to remove Kiwi as my energy provider. After doing so, Kiwi has decided to overcharge me on our last energy **** with them, saying we used over ********* KW of energy last month. This number is wholly inaccurate, and they intentionally listed this so that we would have to pay them nearly $300 on the last **** to them.

  Business response

  08/16/2022

  We are sorry to hear you were dissatisfied with your experience with Kiwi Energy.  We understand the frustration as global demand has continued to have an adverse impact on energy pricing.  Since the receipt of this complaint, we have attempted multiple times to establish contact  to address the concerns raised, however, all call attempts have gone unanswered.

  
  While customers have an option to choose an alternative energy supplier, meter readings for customer usage and billing are still managed solely by the utility; meter reads are then communicated to the energy supplier.Kiwi has no record of the account being charged the amount listed on the claim but charged according to the usage read received from the Utility.  We are committed to finding a satisfactory solution, and encourage you to contact our customer service team and ask to be transferred to the supervisor for assistance. 

  
  Thank you.
  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  See attachments for my national grid **** Please be advised that kiwi energy ny llc is listed as my gas provider. My name is *********************** , i have power of attorney for *************************** account. I contacted kiwi energy to verify and inform them that ********* Wesr authorized the account for year one only. As I check over the account it seems that kiwi energy has been charging for unauthorized services for an extended amount of time. I asking for an investigation into this matter and a full refund. If infact thie investigation find that **** services were authorized , please provide me with a information about our rebate checks that we never received.

  Business response

  08/05/2022

  We are sorry to hear you were dissatisfied with your experience with Kiwi Energy. Kiwi Energy has investigated this claim and was able to clarify misunderstandings by the customer, of the terms of service and cancellation processing. In addition to the clarification, Kiwi Energy has provided the assistance and information requested in the claim.  Both the customer and ********************** find this claim resolved; and customer informed she would remove the complaint as her claims were misunderstandings.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our energy **** is ony 104 dollars they have added a 250 dollar up charge two months in a row for no reason when the contracts states there is only a 10 dollar fee to use their services. Our enery bill has trippled. We live in a 960 square foot apartment Our **** has never been this high. This is theft on an epic level.

  Business response

  07/15/2022

  We are sorry to hear you were dissatisfied with your experience with Kiwi Energy.  We understand customers frustration when seeing higher energy bills.  As background, Kiwi does not charge any monthly fees.  Energy supply costs vary depending on numerous market factors, including, but not limited to, higher energy costs and consumption. We are happy that we were able to speak with you today to address your concerns as utility bills are not always easy to read.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was over charged on electric and gas service they sent me 2 bills for 200 dollars cancelled in January still being charged

  Business response

  03/22/2022

  We understand the customers frustration specially when seeing a higher-than-average energy ****. We have attempted in explaining the breakdown of the **** such as the difference between the delivery vs supply charges, the usage,and the spike in energy costs (as publicized by all major news networks)nationwide. However, the customer has ended all contact attempts and has requested to not be contacted. We are committed to finding a satisfactory solution with the customer and we encourage the customer to contact our customer service team and ask to be transferred to the supervisor.
  Thank you.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kiwi Energy is a scam. My contract with them has been up for well over a year. They claimed to save me money on my energy when in fact charging hundreds of dollars. The services they provide are truly unknown. I want to terminate any further service from this fraudulent company.

  Business response

  02/23/2022

  We understand customers frustration when seeing a much higher energy bills.  Thats mainly because energy supply costs vary.  A spike in energy costs (as publicized by all major news networks) plus higher energy consumption during recent months has led to higher bills for most customers. 

  
  In this case, the customer enrolled for a monthly variable rate service and as such we cannot guarantee savings against the utility or any other supplier.  As background: all customers enrolling for our energy supply services must complete this party recorded verification (TPV) and agree all key points of service include no savings guarantee disclosure. 

  
  A customer service manager has made few attempts to contact the customer by phone to discuss customers concerns but we are yet to hear back from the customer.  We encourage the customer to reach out to our customer service team as there are options to help the customer.  A email requesting contact has been also sent to the customer. 

*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. ↩