Enercare Home Services

After doing research including checking the company reviews on sites like this and receiving countless flyers from Direct Energy (who also handles my hot water rental) I decided to contact them to handle the duct cleaning for my home. The customer care rep took all my information and as I was booking both a furnace checkup and duct cleaning she couldn't book the two appointments on the same day apparently the two systems don't talk together. She therefore put notes on the case she sent to the duct cleaning dispatch team asking to coordinate the time. She indicated that they would call me back in 48hrs to confirm the appointment. 48hrs came and went with no call. I called the customer support team back who confirmed that everything was in the system however that the appointment hadn't been booked and no callback had been performed by this duct cleaning dispatch group. Instead they offered to book the next available appointment which was in a few weeks. I left work early to go home for the 1-4pm time slot and waited patiently around 3:30pm when no one had shown up I called the customer support team who informed me that I should continue waiting until 4:30pm and that they couldn't do anything including checking where the duct cleaning guys were until after 4pm. I again waited until 4:30pm when no one showed up I called the customer support team again. This time the support agent actually called the duct cleaning dispatch team to discover that due to the weather conditions (things were freezing) all duct cleaning had been called off for the day. I asked why hadn't I as a customer who had been scheduled for this work in the afternoon not called and notified as to not unduly inconvenience me. I was told that unfortunately that didn't seem to have occurred although it normally should have. I explained that this seemed to be a reoccurring theme where this dispatch group never called customers to confirm or reschedule appointments instead left customers wondering what was going on and requiring customers to call back. I escalated by concerns to a supervisor and customer care at Direct Energy who all apologized and said that I should be getting a callback however there was nothing they could do short of booking me another appoint in a couple months when there was another timeslot available. Upon pushing to be compensated for my inconvenience I was informed that Direct Energy doesn't do that. I asked how do they intend to get better at servicing there customers if they do not make improvements and if they feel that they are big enough to simply tell customers they have to accept the service as it is. Again lots of personal apologies but nothing apparently that the company is willing to do. Surprising how a company in the service industry is so unwilling to bend and empower there employees to make concessions and at the same time strive for improvements on behalf of there customers.