Deml

I bought my high efficiency furnace from Direct Energy about 5.5 years ago, the Warranty expired few month ago, I bought a protection plan. Luckily I did.
A couple of nights ago the furnace made a grinding noise, I had to shut it off. I called direct energy the Technician came first thing in the morning He pretty much knew the issue even before he opened the furnace, the exhaust motor was broken,
He explain the issue showed me the motor and how it function.
he ordered the part, and another technician came few hours later and replaced it. The motor alone cost 1100 dollars, it made of plastic. Luckily I didn't have to pay for it.

I have been paying $40.00 for the lat 13 years without incident, finally I had a problem and 5 days later direct energy wants me to pay for service. This is completely unacceptable as I could have bought this water 5 time over for that cost and the contract is for immediate and free service. Do not do business with this ripoff company!!!!!!

Bruno from Direct Energy came on Dec. 29th to provide my annual furnace maintenance (part of the Heating Plus Protection Plan). He inspected and cleaned out the heat exchanger and oiled some of the old parts inside of it. The thing continues to work like a charm and I actually find the house a little warmer as a result. Thanks Bruno!

I came across a problem when my 50 gallon tank did not provide enough hot water for my house. I had extensively research the best option for my problem, even considering tankless water heater but was informed by Direct Energy employees that the best option was the 75 gallon tank. So I agreed to have my 50 gallon replaced by a 75 gallon tank. It was only until a few weeks ago that I was informed by a DE technician that the water tank THEY installed was the incorrect one for the location it was in. At this point I had at least 10 technicians come into the unit and say nothing about the problem. It was only until one technician came for an annual cleaning that I was properly informed. I called DE to solve the issue, only to find out that they did not have access to a larger tank that was right for the unit. I than decided to cancel with DE to install own water tank. I called to inquire about cancellation fees and was told that my only option was to “buy out” my tank for a cost of over $1,000, at which point I would own the tank, the cost being so high since they only recently installed the tank. Frustrated at this point, they did not own to their mistake and persistently told me that there was no other options. If they properly trained their technician/customer service rep I WOULD have NOT installed the tank in the first place and wasted my time waiting for appointments, being placed on hold and throwing away money for additional costs associated with the 75 gallon tank. For once it would be nice if they could admit to their mistakes and fix THEIR problems.

Our old rental water heater was leaking, and we were told it needed to be replaced. We had to pay well over $1000 to a contractor to get our venting pipes replaced before Direct Energy would install a new water heater. The water heater we got was the newer version of the exact same water heater we already had. Although I spoke to Direct Energy many times, nobody mentioned a change in rental cost. I assumed that it would be the same monthly cost as the old one, as it was the same type of water heater and nobody said differently.

A month after installation, I got the bill and discovered that the new water heater is $63/mo -- $30/mo more than the old one! This is a higher price than the most expensive water heater listed on DE's advertising materials. After speaking to many people at Direct Energy, I've been told that there's nothing they can do.

We are very dissatisfied with Direct Energy, and are looking into switching to another company.

Requested Direct Energy for help with broken drain pipe above kitchen . They promptly sent a technician / plumber who did a great job replacing the broken pipe. This entailed removing part of kitchen ceiling.
All at Direct Energy from the initial phone call for help to the finish of the job were courteous, polite, respectful and efficient. And cleaned and tidied the worksite before leaving.
I have never had a negative experwince with Direct Energy and don't hesitate recommending this company.

Technician was professional, knowledgeable and didn't leave a mess! He showed me and explained what he was doing and why. Great service. It was comforting to be able to see the broken parts and understand the problem. If you are not technically inclined, you can easily be ripped off.

Each time I have had contact with personnel from Direct Energy
I have been impressed by their knowledge, skill, ability and
their desire for customer satisfaction. Each was friendly and
efficient and took great care with my property. I recommend them.

Purchased a new TRANE GAS FURNACE from DIRECT ENERGY and one year later , on my invoice appears this " NEW CHARGE " $ 9.99 monthly, service of which was supposed to be covered under the " WARRANTY" purchased at the time of installation. AM FURIOUS!! This must be a SCAM. Office closed today, but will be calling tomorrow. Buyers BEWARE!!

our furnace was on the fritz and we called these guys just cause we were desperate.
we have an elder living here and she was getting cold.
our furnace is 25yrs old.
usually they do not come right away, but the csr said they would send a tech over within a few hours.
fsure enough he came on the time they said, looked at the furnace and fixed it easily.. we thought they were gonna say, you need a new furnace or something to screw us. but it was fixed within 20min. the cost was steep for 20min work, but what can you do.. it was the spark that wasn't igniting the furnace.