Enercare Home Services

I called Direct Energy when my furnace stopped working, I approved for an inspection and quote to repair for $99.00 plus tax, the tech showed up next day morning May 13, 2013 I was at work and till afternoon I was not aware the tech was already there and performing the repair, when I spoke to him on the phone he said he thought I had a protection plan and he was half way through the repairs, now that he was half way through he can only finish the work and let me know how much it will cost, I was NOT GIVEN a quote and my mom was cold I had no choice but to let him finish his work. When I agreed for an inspection costing $99 only he gave me a bill for $906.00. I called direct energy the following day to inquire as I found that the control valve he replaced charging a whooping $574.65 is available for $174.00 online and also available at a retailer for less than what I have been charged. The customer service said they will refer this to the technicians and expect a call tomorrow. I had to call next day they gave me a reference no: 19491395 and said expect next day, called 3rd time no news then after 10 days someone called and said sooner the tech realised I did not have a plan he requested me to proceed and I said alright, but not mentioning that he already replaced the part and not given me an estimate. The call was referred back to tech regarding the price of the part, now it is 15 days since this happen and no call from direct energy or technician. I think they are waiting for me to just forget about it or give in. I also had another tech come in from direct energy same day to check my water heater as it is not heating fast enough he did not find any problem, which I am going to rent out from another provider after 10 years of paying to DE. I want Direct Energy to charge me for inspection as agreed and put back the old control vale or accept me returning the part by my technician. I HAVE A TICKET OPEN 19491395

After my furnace broke down, my wife and I discussed our air conditioner and plumbing not being covered under any plans. When our furnace broke down we didn't have to pay because we were under furnace protection plan. We did have trouble signing up for the 3-1 protection plans because on homestars site direct energy offered 3 months free for joining up to the 3-1 protection plans, but when we called to get the plans the operator James didn't have a clue about the 3 months free, we had to again ask for a manager and she helped us out and was aware of the specials and plans, and when we filled out the follow up email survey direct energy always send out, Nancy from the survey department called and gave us a free year of furnace cleaning for all our troubles we experienced--all and all we got what we asked for and more. Thanks again to Nancy and Margret at direct energy.

Our funrace stopped working, so we called Direct Energy, They didn't have any more openings for tonight, but booked us for 8am to 12am window. The tech showed up at 8am, he was good and went through all the diagnostics, and said the exhaust blower was bad. He told us that a courier would bring the part to our house and a tech would come in the afternoon to install. The only thing was that 4pm came and no tech, we called Direct Energy and they said it wasn't scheduled and we would have to wait till next day, we then asked for a manager and got Marget number 16173, she wouldn't let our problem go, and in no time we had our furnace scheduled for repair that night, the tech came installed the part and all is well. The parts and labour would have cost $370 but since we have Direct Energy furance repair plan, it cost us nothing.

Annual service through Direct Energy service agreement. No cash to outlay for this visit. I also have the plumbing insurance through Direct Energy which came in use a couple of weeks ago when the glass lining to the water heater burst and we needed a new water heater. The response was very quick and work completed within a few hours.

Tech was extreemly professional and friendly. Did an excellent job on time as arranged. Even did extra things to finish the job on his own with no prodding from me. Super service!

*UPDATE*
I'm dropping the rating to "0" now. I received a voicemail from Direct Energy, after I posted this and emailed their "customer service". They essentially tried to brush me off by saying that they are switching billing systems and that's why I have problems with my account, and they will fix it in 1 or 2 "billing cycles". But they completely failed to address my complaint, and told me if I have any issues to call their billing department, failing to acknowledge that what has angered me about them so much is the way they I have been treated, and the fact that they won't let me sever this disgusting relationship. I feel like I am being held hostage, forced to pay for something I want nothing to do with.

*ORIGINAL REVIEW* :
Worst customer service ever. Direct Energy Home Services should be ashamed of themselves, but I really doubt they care as long as they keep roping people into their contracts.

I had a problem with my bill, and tried to get through to the right department. I called the number from their website and chose the option for "Billing". After I got through to someone, I gave them all my details, told them my issue, and was put on hold. Then I was transferred to someone else and I needed to give my details all over again. They started looking into it and then hung up on me.

So I had to call back and go through it all again. Then I was told that they are moving to a new billing system, and it's "complicated". Finally got someone who could start to explain what was happening with my account, but he couldn't help me. He said I needed to speak to "Direct Energy Billing" (I thought I *WAS* speaking to them!) He gave me a new phone number to call (was not able to transfer me) but when I called the number it was out of service!
I finally tracked down the number and found that he had given me an incorrect number. I went through it all again and was so disgusted by the whole process that I wanted to cancel my service. That's when they dropped the "verbal agreement" bomb on me - they said I had verbally agreed to a 1 year contract that automatically renews each year. If I want to cancel, I have to pay out the year. They are the most unhelpful and ridiculous department I have ever dealt with.
So beware: when you sign up, make sure to read the fine print. If you don't want the service to automatically renew, you have to tell them up front.
Also, if you plan on moving, understand that they will force you to pay out the balance of the year, even if you plan to move the service to your new address! This can be quite expensive if you have several months left.
I have never been more disgusted with customer service, ever. The only reason I give them a "1" instead of a "0" is because I want it to be clear that I gave them that ranking and hopefully others will see this and take it as a warning.

It was easy to set up the plan, and schedule the service. The tech arrived on time, and did an excellent job. He also provided a lot of information about the unit, and helped me resolve issues I was having with an old electronic filter system.

Yesterday our furnace broke down leaving us in the cold. I called Direct Energy to have a repairman come out. The girl on the phone was very helpful and seemed genuinely worried about the temperature in our house. She booked us the fastest time she could for a technician to come out. He arrived and after I explained what was going on he took apart the furnace and diagnosed it immediately. He fixed the problem in record time and left to get to his next job with urgency to help someone else. I have to say he was the happiest service man we have had at our home. He was very jovial and happily whistled while he worked. You could tell he really enjoyed his work. I would highly recommend Direct Energy to anyone who needs furnace work.

On March 16 we had a new water heater installed.
We would like to commend the technicians who did the installation.
Sorry but we did not catch their names.
They notified us when they were on their way
They were very efficient at their job
They were polite and respectful of us and our home.
We would give them an A plus.
Jim & Lee