Meghan in Toronto

We recently moved into a house with a 40-gallon gas powered hot water tank. For the first few showers/dish washing sessions, we ran out of hot water after only 10-15 minutes use. The tank was only 5 years old and should have more than enough capacity to satisfy the requirements of 2 people. We had 2 technicians out (they were dispatched quickly), that couldn't diagnose the problem and insisted that, if a new tank were necessary, a Field Supervisor would have to come out an approve the replacement of a relatively new tank. We were told first that it was probably an issue with mixing of cold and hot water at the kitchen faucet or downstairs shower faucet that caused the problem. $200 for a plumber to come out and fix what Direct Energy told me to fix, to no avail. Direct Energy at least offered to cover the unnecessary plumbing costs that they suggested. Field Supervisor Keith Parkes came out late and authorized a new tank - an upgrade to 50-gallons. We wanted a 60-gallon tank, but were told that there was no space for it. When I called quite a few different people at Direct Energy to find out the required space for a 60-gallon tank, I was finally told that I did in fact have the space after all. A few days later, a new 60-gallon tank was installed with no explanation of why a 5 year old tank would fail. That information would have helped possibly identify if we have a plumbing problem (sediment) as well. In the end, after much bargaining and arguing with Direct Energy, we got our 60-gallon tank and it works fine.

We had an air conditioner with a fan unit in the ceiling in our condo that was freezing up and leaking water down the wall and on to the carpet below. We had several companies come out to fix the unit at great cost, but to no avail. Finally, we were told about Ocean (who also do appliance repair) and they came out promptly and fixed (for real this time) our air conditioner at a very low cost. We'd definitely use them again!