Deml

They don't respect their appointment time or day, 35 minutes to over 1 hour on phone to have an answer , they change appointment without advising the customer. 7 phone calls,before they finally came to do annual maintenance.
I mist 2 days of work. Is it worthed to have a service contract???

Excellent service from the moment I called their number to the moment the repair man left my home. Definitely recommend Direct Energy. I wish however, that they would be an industry leader and discount the $99.00 diagnostic fee from the total price once you accept the repair charges which seems exuberant for a 2 minute inspection. Other than this, excellent service.

Direct Energy has been avoiding replacing my water heater for about 8 months now. They keep sending out reps to do minor patch-style repairs to it, and I keep having problems. Occasionally they will blame the problem on bad plumbing in the house. I hired a plumber to take a look at the problem and after an hour at the house and a $200 bill he determined that it was really Direct Energy's problem.

I also hate the fact that they use a 4 hour window in order to do their repairs - they should be able to offer a window that is half that long.

I hope Direct Energy can get its act together because to my knowledge I don't have an alternative water heater supplier.

Service Technician, was very polite and knowledgeable. As a woman, I often find that male technicians can be dismissive, when obliged to deal with women, this has never been the case with Direct Energy. I have been a Direct Energy customer for 7 years and I would highly recommend them. Also, whenever I have a problem with my furnace, they send some out straight away, which is extremely important in cold Canadian winters.

Note: I have a maintenance plan with Direct Energy, so I didn't have to pay for this visit.

roxiane
Nov 18 2011

Bought a new furnace from Direct Energy with a 12 year warranty in 2008. Furnace had been running fine until I followed up w the ‘annual maintenance’ and inspection.

After the techs came this summer, I noticed a red light flashing on the furnace, so I called to find out if this was normal. Had it been there all along and I had not noticed it?

A tech came out and said all was fine. Ok. Furnace starts flashing 2 red signals and finally stops working, period.

Second tech comes out who is the same fellow who looked at the air conditioner. He can’t find the problem and orders a new ‘motherboard’.

All is good for 2 weeks. Now sitting here in 13 degrees C.

Three techs later, we’re waiting for tech #4? Can we just fix the problem? What’s going on here?

Eventually they will tell me that it’s not covered, despite the fact that no one knows how to diagnose or fix a problem, it seems.

Same thing happened with my old furnace, which now leads me to think maybe no one could fix it, just like now.

I had this tech and that tech come over and eventually one says the last shouldn’t have done this or that without having done this or that first.

Last tech just wasted a brand new motor, one says. Hmmm, you’re only covered for 4 visits…well, I wouldn’t need more visits if someone in that operation could fix that damn problem in the first visit.

Now it’s a new furnace that was working just fine until they came to ‘maintain’ it. What the #@@L!

Will today’s tech be better than the last 3 or just screw it up more? Who knows? Very frustrated and freezing.

Annoyed that I bought a $6,000+ furnace that is being broken, it seems, by this incompetent company.
So we're now on Nov 21, and waiting for tech #5?so far invested 16 hrs of my life waiting during 4 hr windows for techs to come. now sitting waiting on the phone when i should be getting ready for work. well at least the furnace worked on the weekend for two whole days. just ridiculous. really frutstrating. so fed up!!! Customer care rep is going to send out 'senior tech' tonight...hmmm PLS DO!!!

This case was resolved when a senior tech was finally sent to figure it out. This tech informed me that the last 2 failed to replace the ignitor switch with the correct voltage when the motherboard was replaced. the new motherboard requires a 120V but each tech put another 80V to replace the last 80V burnt out switch. Therefore causing it to burn out again. It didn't sound like rocket science. So when i asked this tech what kind of training these 'technicians' have he said, 'all the training in the world won't help you if you have no common sense'. So I wonder, since this isn't the first time, doesn't sending out incompetent technicians over & over that replace parts regardless of correctly diagnosing any problem cost this company a lot of $$$? Wouldn't it behoove them to have some sort of evaluation process that weeds out these people? Can anyone become a furnace technician? Really it's too much! Get on top of it DE!!! At least the customer care dept seemed interested in finding out what the problem is. Maybe the solution is to hire competent techs in the first place!

Followed up w Amy at the bottom of this email on Dec. 16, 2011. Haven't heard anything back. Is 'Amy' a virtual agent? I notice 'Amy' responds to many posts.

My furnace was stop working and I called them for service. A technian came and said the fan need to be reaplaced. In stead of 1 day he promised to have the part ready and replace the bad one, it took them 5 days!! In freezing January, my house was without heating for 5 days.
That as not the end of the story, the furace stopped working again after 1 week of replacement. One rubber pipe was broken because it was touching the motor of the motor of the replaced fan. It was not properly installed!!!

After having a bad experience with a previous company, so we decided to call Direct Energy and they said that they would be there ASAP to help out with our issue. They were very prompt and sent out a person who was very skilled and fixed our hot water heater in a very timely manner.

Direct Energy has been servicing our equipment for many years. Now that they have implemented e-mail reminders and on-line routine service booking, their services are even easier to use. Annually they check our natural gas heating and hot water system for cleanliness, correct operation and safety (minimal carbon monoxide emission). We have a relatively new furnace from Armstrong and the Direct Energy representatives are very familiar with these systems. Their plan provides minimal delay when the service is required urgently: last year when tree roots blocked our sewer line I had to ask them to come later than their proposed time!
I would recommend them to anyone.

Direct Energy's service is fast and effective. Same day repairs with knowledgable repairmen. The Protection Plan that they offer makes visits free!!! They have fixed both my furnace and toilets.