We returned home Mon. night about 8:00 to a freezing house. We called your company who said that the 1st appt. was Tues. 12-4. At 3:50 no-one had shown up. There was NO communication from you. We called DE and were that the operator could do nothing until 4:00 p.m. That seemed ridiculous to us. Why couldn't investigate our problem at 3:54 We called back at 4:04. However, we couldn't get through and had to listen to your recording telling us how important our call was for 45 min. until we were disconnected without having spoken to anyone. Finally there was a call from your office at 6:00 telling us that your truck had broke down and the technician was running late. The young lady we spoke to said at 3:00 p.m. when she arrived, she was given 6 phone calls to make. Does it take 3 hrs to make 6 calls? You arranged for a technician to come at 6:30 p.m. He did and made a repair. Our house temperature had dipped to 10 degrees C.
This morning when we awoke the temperature was 17 degrees. The furnace worked for one minute and turned off. We called AGAIN. We were told the earliest appt was between 6 and 10 p.m.- a third day without heat. Our plans for last night and tonight were cancelled and with your record who knows if the technician will show up between 6-10 p.m. We have to stay in this ice box of a house to wait. Since this was a repeat call, why could we not be put in a priority position? My fingers are so cold, I can barely type these words. You actually call this Customer Care? Bonnie Lilien 416-653-4748
- Company Response
I'm sorry to read about your experience, we'd certainly like to investigate the events around your call for service.
Public Relations, Direct Energy