Vent for the Furnace & Hot Water Tank
We received a Red Tag from Enbridge and after 45 days our heat was turned off (My fault). Anyway, I called Friday morning to get an estimate and to scheduled an appointment with Direct Energy. Customer service did answer the call quickly and said I will get a call back in 4 hours. 5 hours later I called back. They said that they were very busy and that I will get a call later that day. Well the whole day went by and no call back. Thank God it was something minor that my father in Law was able to fix. I can't imagine if it was in the dead of the winter and my furnace broke down, who knows how long before I would had to wait to get a call back or even a visit. And I was thinking of getting their Furnace maintenance plan for $21 a month; well at least now I'm going to save $285 a year. I think I rather just pay a technician once every 2 years to clean and inspect my furnace.
- Approximate cost of services:
- $0.00
- Company Response
Hi Stefan,
I'm a member of the PR team with Direct Energy. I'm sorry to read that our customer service team did not return your call. While call volume is up due to the colder weather, each individual customer call should be followed through to resolution. While it appears your furnace has been repaired, I would like to follow-up with the team responsible for your file - so this does not happen to another customer. If you have a few moments to provide the time of your call, and the address and number associated with your call to the email address below I can have this matter reviewed.
Regards,
Crystalcrystal.jongeward@directenergy.com