Incredibly awful experience. We have our hot water heater with Direct Energy, and they called us to offer a discount on Duct Cleaning. We'd only moved in a year prior, and there was no indication this was done recently so we agreed.
The people who came to the house worked for a completely different company, and don't work for Direct Energy. They subsequently drilled a hole in our Air Conditioning unit, releasing all the coolant and causing $2k worth of damage. The guy indicated they'd be back to fix it, and we got a call from another company (no relation at all to Direct Energy, and had no clue we'd originally hired Direct Energy to do the duct cleaning work) who tried to sell us a new air conditioning unit, because he'd been provided with our unit serial number and said it was an older model.
I've called Direct Energy easily 20 times, no one seems to ever have any record of previous calls. After multiple calls the day of the incident, they agreed to send someone from Direct Energy to inspect the damage. The person they sent indicated it's clear the a-coil would now need to be replaced, and unit purged, which he estimated at 1.5 - 2k worth of damage.
After multiple calls, Shauna contacted me, who was very pleasant to deal with. She indicated they would fix it and there'd be no charge but we'd have to wait until Spring, as the work couldn't be done in the winter temperatures. Things seemed all good, other than that I was continuing to receive calls from the subcontractor, and I was satisfied they were at least going to fix the problem they created.
Subsequently we received an Enbridge bill in the mail for both the duct cleaning, and charging us for the visit from the guy who came to inspect the damage! After some more calls, again new person who seemed to have no record of the prior calls, they've agreed to refund the money from the inspection of the damage, but still haven't agreed to eliminate the charge for the duct cleaning, despite the fact we've been dealing with this for over a month and half, and the damage still isn't repaired.
I agreed to the service because I thought Direct Energy was a large well respected name, and had I known I was hiring completely different companies, I never would have signed up.
Most painful experience I've ever had with a company. If you want your personal information provided to multiple sub contractors, and don't mind wasting hours on the phone to correct damage that's 5x the cost of the service you were looking for, this is the place for you. Otherwise go with anyone else.
