As our rented water heater was nearing the end of its life we asked Direct Energy to replace it with a new model. They promised that their installation fee ($100) would be waved because the water / gas drops were already supplied and nearby.
When they arrived, DE decided they didn't like the placement of the gas drop and installed their own. They then proceeded to bill me $250 + HST for this "service." I did not approve of this, nor was it necessary.
I had to call and file a complaint against the charge, and continued my conversation with Direct Energy. They refused a refund. It was only after I wrote a letter to their "office of the president" that a refund was finally given.
Home owners beware.
- Company Response
Send us your phone number and address so we can determine why the line needed to be moved. We will work with our team to investigate why the technician had to run new lines. It could have been for code or accessibility reasons, but send us your info and we’ll find out exactly why.