If you’ve previously contacted our Customer Service Center and are not happy with the resolution provided, we would like you to submit a formal complaint to ensure your concerns are escalated to the highest level of authority at Verde Energy. The four steps are as follows:
If your account matter was not resolved to your satisfaction, please email us immediately at SomebodyBetterFixThisRightAway@verdeenergy.com. Your account matter will be escalated to the Office of the President at Verde Energy.
Upon receipt of your email, if it is during normal business hours, our Office of the President team will acknowledge your inquiry. Your account matter will be assigned to an Office of the President Associate, who is dedicated to investigating your account matter in full and providing a proposed resolution, in an effort to bring you to a satisfying outcome, within three working days. If within three working days, we’ve not provided you with a proposed resolution, we’ll provide you with regular updates, not to exceed seven working days.
In our proposed resolution to you, you can expect a full explanation of what transpired on the account, the steps we are taking to make things right and, compensation where appropriate. Please note all proposals are evaluated and approved by Senior Management prior to submission to you.
Once the account resolution is finalized, proper follow-up will occur to ensure you are, indeed, satisfied with the outcome of your escalation.