Our funrace stopped working, so we called Direct Energy, They didn't have any more openings for tonight, but booked us for 8am to 12am window. The tech showed up at 8am, he was good and went through all the diagnostics, and said the exhaust blower was bad. He told us that a courier would bring the part to our house and a tech would come in the afternoon to install. The only thing was that 4pm came and no tech, we called Direct Energy and they said it wasn't scheduled and we would have to wait till next day, we then asked for a manager and got Marget number 16173, she wouldn't let our problem go, and in no time we had our furnace scheduled for repair that night, the tech came installed the part and all is well. The parts and labour would have cost $370 but since we have Direct Energy furance repair plan, it cost us nothing.

Company Response:

Hi Robert, Thanks for this feedback. We will make sure the team that resolved your problem that night is recognized for their great work.

Annual service through Direct Energy service agreement. No cash to outlay for this visit. I also have the plumbing insurance through Direct Energy which came in use a couple of weeks ago when the glass lining to the water heater burst and we needed a new water heater. The response was very quick and work completed within a few hours.

Company Response:

Hi Neli. Great to hear from another satisfied customer! Thanks for the feedback.

Tech was extreemly professional and friendly. Did an excellent job on time as arranged. Even did extra things to finish the job on his own with no prodding from me. Super service!

Company Response:

Hi Bruce, Thanks for the great review. We will share this feedback with the technician.

*UPDATE* I'm dropping the rating to "0" now. I received a voicemail from Direct Energy, after I posted this and emailed their "customer service". They essentially tried to brush me off by saying that they are switching billing systems and that's why I have problems with my account, and they will fix it in 1 or 2 "billing cycles". But they completely failed to address my complaint, and told me if I have any issues to call their billing department, failing to acknowledge that what has angered me about them so much is the way they I have been treated, and the fact that they won't let me sever this disgusting relationship. I feel like I am being held hostage, forced to pay for something I want nothing to do with. *ORIGINAL REVIEW* : Worst customer service ever. Direct Energy Home Services should be ashamed of themselves, but I really doubt they care as long as they keep roping people into their contracts. I had a problem with my bill, and tried to get through to the right department. I called the number from their website and chose the option for "Billing". After I got through to someone, I gave them all my details, told them my issue, and was put on hold. Then I was transferred to someone else and I needed to give my details all over again. They started looking into it and then hung up on me. So I had to call back and go through it all again. Then I was told that they are moving to a new billing system, and it's "complicated". Finally got someone who could start to explain what was happening with my account, but he couldn't help me. He said I needed to speak to "Direct Energy Billing" (I thought I *WAS* speaking to them!) He gave me a new phone number to call (was not able to transfer me) but when I called the number it was out of service! I finally tracked down the number and found that he had given me an incorrect number. I went through it all again and was so disgusted by the whole process that I wanted to cancel my service. That's when they dropped the "verbal agreement" bomb on me - they said I had verbally agreed to a 1 year contract that automatically renews each year. If I want to cancel, I have to pay out the year. They are the most unhelpful and ridiculous department I have ever dealt with. So beware: when you sign up, make sure to read the fine print. If you don't want the service to automatically renew, you have to tell them up front. Also, if you plan on moving, understand that they will force you to pay out the balance of the year, even if you plan to move the service to your new address! This can be quite expensive if you have several months left. I have never been more disgusted with customer service, ever. The only reason I give them a "1" instead of a "0" is because I want it to be clear that I gave them that ranking and hopefully others will see this and take it as a warning.

Company Response:

Hi MP, We do care. And we want to talk to you about your experience. We have already sent this review to our escalation team so they can investigate your issue, but, we need you to provide us with you name, address, and phone number (by private message) so we can pull all the call recordings and find out exactly what happened. As for your plan, you are correct, protection plans are one year terms and if a customer wishes to cancel the plan they must pay out the remainder of the term. This is very clear in the terms and conditions and our agents must disclose this to our customers. It’s unfortunate that you had such a bad experience, please send us your information so we can investigate your situation and use it as an opportunity to improve our customer service.

It was easy to set up the plan, and schedule the service. The tech arrived on time, and did an excellent job. He also provided a lot of information about the unit, and helped me resolve issues I was having with an old electronic filter system.

Company Response:

Hi Walter, Thanks for the great feedback and we are happy to hear that the technician was able to assist you with other issues.

Yesterday our furnace broke down leaving us in the cold. I called Direct Energy to have a repairman come out. The girl on the phone was very helpful and seemed genuinely worried about the temperature in our house. She booked us the fastest time she could for a technician to come out. He arrived and after I explained what was going on he took apart the furnace and diagnosed it immediately. He fixed the problem in record time and left to get to his next job with urgency to help someone else. I have to say he was the happiest service man we have had at our home. He was very jovial and happily whistled while he worked. You could tell he really enjoyed his work. I would highly recommend Direct Energy to anyone who needs furnace work.

Company Response:

Hi Dawson, Thanks for the great feedback. We will be sure to pass on your comments to the technician.

On March 16 we had a new water heater installed. We would like to commend the technicians who did the installation. Sorry but we did not catch their names. They notified us when they were on their way They were very efficient at their job They were polite and respectful of us and our home. We would give them an A plus. Jim & Lee

Company Response:

Thanks for the great feedback Jim. We will track down the names of the technicians and make sure they are aware of this great review!

I have increased my review of Direct Energy. I did write a poor review earlier today because after numerous phone calls I could arrange anyone to follow through with their promise to come over. There was definitely a breakdown in their internal communications but after Ross Chapman, came by and impressed me with his knowledge and great client service, I have a much better impression now so thank you to Sonya Prospero you were great and saved the day.

Company Response:

Thanks Allan. We really appreciate this feedback and we will be sure to share it with Ross and Sonya.

Very good customer service, the rep was respectful and explained everything is great detail. Was not very flexible on time of appointments. Cost was a lot higher than we were anticipating however we did need to change over both the water heater and furnace.

Company Response:

Thanks for the feedback Sarah, we hope you're happy with your new equipment.

Stan from Direct Energy came on time, order a replacement part which was prompltly delivered to our door, came back then and fixed our problem less than half an hour later. Great service, prompt and very personable.

Company Response:

Thanks Brian, we will make sure Stan is recognized for his great work and efficient service.