Since I signed on for a Total Home Protection Plan from Direct Energy (about $30 per month), I have enjoyed peace of mind knowing that my furnace, AC and plumbing are covered. No surprise bills... just reliability at a fair price. The technicians are knowledgeable and professional, and customer service is very efficient booking appointments and explaining coverage. I do recommend this plan to others as it has already saved me money on my aging furnace.
Unfortunately, the most recent visit has not been as satisfying. They came to do a furnace maintenance check, which I've had done in previous years and they tech always left a copy of the report. Now they bring in iPads and we have to digitally sign on the screen, after which they would email me my copy of the report. After a few days of not receiving it, and days after filling out their survey in the interim asking for someone to call me, I received a call and found that the email would take 2-6 weeks to arrive. I told the person how unacceptable that is, as I'm planning to sell my home and need that report. The customer service agent said he would see if he could get it expedited and assured me he would call back within a day either way. That call has yet to come through after about a week.
So my rating went from a 10 to a 6 in large part because i don't like dealing with companies that can take 6 weeks to send an email, especially when they didn't tell me beforehand, and then agrees to return my call within a day and doesn't. Too bad... they had been doing so well by me...
- Approximate cost of services:
- $360.00