Enercare Home Services

My issue has been the exact same as the reviewer before me. Furnace was having an issue, and was considered an "emergency" situation by DE (I have protection plan), and yet I have had to struggle to get people to come to my house the same day, when I have no heat in the house! This issue has been going on for 4 days, and no one has been able to give any straight answers to the issue (gas smell related). I also had to resort to calling another company to give me great advice and answers over the phone for free!

I got lousy customer service. There is total disconnect within this company as nobody there knows what the other one is doing. The techs don't know what the job is when they arrive (if they show up), the customer care people don't talk to customer service, and none of these people can seem to talk to the scheduling dept. God forbid you need a part ordered...No one knows where the part is, what the tracking number is, ETA, or even what company they use to ship stuff. They are a joke for the price you pay.

Excellent service overall. The technician was very engaging and always willing to explain what was going on. I appreciated the effort that he took to respect my time and my home.

I have always had an excellent experience with Direct Energy.

Had to check up on our old furnace every year and notice it was really loud. Called to ask Direct Energy come and fix it. They replace the fan and all sorts of other things I am not too familiar with.

had to sign up for plan, there 10 min $209..(just needed cleaning) ..worked for 10 min after he left, sent another guy 4 hrs later, , had had to order a gas valve (it flashes to code to tell you whats wrong)..part was to be in next morning..told to call..nobody seems to know anything..finally after 5 calls was told on backorder..3 hrs later they called to say someone would be there between 6 -10 pm @ 8 pm was told 10...guy shows up friday @ 10pm...and asks me where the part is???..says he would reoder again ..call saturday...saturday..numerous calls , no one knows..told it would be in monday, call then...monday morning..no valve , no one knows anything..canceled, called a private repair place, came @ noon ordered the part for tuesday, he went to supplier to pickup, & saw identical valve there, still waiting to be picked up by direct energy..part installed, working by noon .First call thurs 9 am fixed by someone else 5 days later...now to try and get that $209.00back

Direct Energy did a great work to fix out hot water heater on Sunday night. We're really surpised of the fast and quality service. Short time waiting on the phone to talk to customer service - in a minute we're able to speak to someone. And we did this 5 times, because the repair of the tank was serious and complicated. Thanx to the excellent work from all customer service department we have twice technician scheduled in no time and all neccessary parts delivered fast. It was a cold snowy day, but everything was amazing. Can believe this happened with all the awful customer service you can get every day from many other companies. This isn't the first time we use Direct Energy service, but we can say: this time was unbelievably good! Thanx and keep it this way!

Rental hot water tank stopped working.
A telephone call was made to Direct Energy and a service Technician was dispatched.The technician sent generally works in the Mississauga area but the London technician was on holidays and as a result he was dispatched. He quickly identified the problem and ordered the parts needed to repair the tank. The parts arrived by Courier later that same day and the Technician came back first thing the next day and completed the job.
All in all it was a good experience as the technician was very knowledgeable and competent. It was the first time I had ever had a problem with the tank.

BRAMPTON - Furnance broke, called DE for service. Got suckered into paying 200$ + buying a protection plan (25$/month) for a service call as the agent made it seem like the problem was going to cost $500+. When the tech arrived, there was dust on a sensor. It took him 2 mins to fix. The tech advised to call back to change to the 99$ service call option as they was no parts/labor , the supervisor was exremely rude, condensending and unreasonable (Noel). I have been disputing the charges for a month now. Finally a new supervisor agreed to make the changes however she never called back to confirm my new bill amount after she was going to speak to her field manager. To add to that, the protection plan I purchased is now on sale and DE will not honor the sale price. Everytime I call (6 times in the past 3 weeks), I am told a supervisor will get back to me. They will not provide me with an executives email. I am very un happy and feeling like I will pay ~500$ over the course of a year for a service call that took 2 mins.

Great service very punctual, always helpful, I would recommend this who do not have the home insurance plan to buy its great peace of mind. Appliances are covered which is great.

After calling 3 plumbers to fix a problem leaky bathyroom sink, finally got Direct Energy technician to solve my problem. Fixed it quickly, no mess with courteous prompt service. Would highly recommend.

When we first moved in to our new home we contacted Direct Energy to come and inspect our water heater rental. They came in one week did a thorough inspection for free. I was very pleased. The guy that came even took time to explain to me how all the buttons on our unit worked.