Deml

Direct Energy – Furnace/Boiler cleaning
Sep 8, 2011

1. The time window for the service call of 4 hrs was too large, 8:00 AM -Noon. Why couldn't they offer 2 hr windows, eg, 8:00-10:00 or 10:00-Noon?

2. The technician telephoned 15 minutes before he came, which was great. It allowed me to dress and prepare for him.

3. While he was cleaning the furnace, the technician should have explained what he was doing and what he was checking for. It costs Direct Energy nothing to have the technician relate his work to the customer but would make the customer feel that he was getting proper service and that the technician knew what he was doing. I stood and watched but the technician did not tell me about the condition of my furnace or the checks he was making.

4. If the technician had explained his work as he was doing it, I could have marked everything in the survey as Excellent.

I hope my observations help Direct Energy become a better company.

On a damp September morning my husband tried to turn on the furnace to take the morning chill out of the house. Nothing! No heat, no puffing, no blowing, no nothing! I immediately phoned Direct Energy to get help. Still being late summer I understand that there wouldn't or shouldn't be a huge demand for furnace repair but imagine my surprise when the repairman showed up at my door within an hour of my phone call. Within two minutes he explained exactly what was wrong (taking his time with me as my husband wasn't around). Within twenty minutes he had the new parts installed, had the old parts boxed up for me to inspect (or in my case pass on to my husband) and was out the door...with the furnace purring quietly away in the background. Efficient and effective and totally professional.

Bought DirectEnergy's Cooling Plus Protection Plan in August (on sale for $13.99/mo + HST for a year) when it became apparent that my a/c was no longer able to cool my house to the temperature I wanted (asked 74oF, got 79oF). Turned out that's partly due to the PeakSaver program, but I still booked a duct cleaning for the following week and an inspection for the first week of September. Tech arrived on time at 10am (was told he'd be there between 10 and 2), inspected the unit, and told me the motor was blown. He left. An hour later I got an email confirming my appointment for the 11-3pm window. Oops. A day later the part was delivered. Shortly thereafter DirectEnergy called to schedule the installation/repair appointment. I asked for 10-2 again, she countered w/ noon-4; I accepted. He arrived the next day at 11:15am. Was done by noon. At 1:36pm, I got a confirmation email saying he'd be there between 1:20 and 5:20pm.

Service was done in a timely fashion by professionals who know their stuff. Repair tech even cleaned my unit off of the gunk that had accumulated around the back side (air intake side) and probably caused the motor to overheat and blow.

Unfortunately they can't schedule worth a damn, so expect that the 4hr window is actually more like 5 or 6 hrs. And don't expect their confirmation/reminder emails to be useful.

I've had the Protection Plan with Direct Energy for 6yrs now, and it's probably the number one service that I absolutely love.
You never know, when your washing machine will die or your furnace will malfunction, but I can asure you it's saved me money, peace of mind, and more importantly it makes me look like a genius in front of the wife. Obvious bonus points for saving the day with just a simple phone call.

After making the initial phone call to Direct Energy they were at my front door within 24hrs.....ON A HOLIDAY!!!! Again, no questions asked, simply replaced the part!
Give yourself the peace of mind, and subscribe to this service with confidence. Appliances, electrical work, plumbing issues, it doesn't matter, YOUR COVERED !!

The whole experience was excellant. The customer service rep addressed my concerns immediately and was very reassuring by letting me know that a technician will on the was within 1 hour.

Within 25 minutes after the initial call a technician was at my door. An hour later the problem was fixed. The tecnician took great care to minimize any potential damage to our hardwood floors and provided valauable tips on maintaining our water heater. Amazing!

I would highly recommend Direct Energy to my family, friends, and business associates.

Direct Energy (DE) rendered serive to repair my AC unit in Jul / Aug 2009 and i signed a maintenance contract for 1 year for $20.99 per month.

In Nov 2010, i noticed that DE was still charging to my energy bill and the matter was reported to customer care. They told me that DE was charging because i never called DE to cancel at the end of 1 year contract period. So, I told to cancel the contract in Nov 2010.

To my surprise, DE is still charging to till month ($20.99 per month). When i called customer care today (Aug 30, 2011), they told that DE staff made note 'Contract not renewed' instead of 'contract cancelled' and since the cantract was not cancelled "in time", DE will charge $20.99 per month for one year.

THIS IS TOTALLY RIPOFF. NEVER SIGN A CONTRACT AGAIN.
Rao

Furnace cleaning completed by competent very personable fellow (Les). We asked for his feedback then decided new furnace required because of age & safety & money saving features. EM Consultant (Fernando) came, discussed, explained fully & gave us all necessary figures. We arranged to go ahead with installation - time line was arranged to our requirements and satisfaction. We now await to check our monthly costs for Heating & Hydro in hope of savings for the new heating season.

I recently became a new Direct Energy customer after leaving another company and I am very happy and satisfied with the service that I have been provided with. Customer service representatives are very courteous, friendly, and knowledgeable. Most importantly, Direct Energy's communication with their service technicians are very clear and accurate (this was a big problem at the previous company I was with and very important when you need service or are taking time off of work waiting for a technician). This company is very organized and have a very effective means of making appointments and confirming appointments (both of which can be done online, which is so convenient). When you call in, your not waiting longer than 1-2 minutes to speak to someone and they care about you as a client but making sure you are satisfied by the end of the call. I highly recommend DIrect Energy and am very satisfied and happy with them.

My husband noted that the hot water being delivered was not consistent and it would run luke warm shortly after using hot-water.

I called Direct Energy as we have the complete home package. I find the operate listened to my concern and booked a technician right away to see this problem the next day. Technician arrived within the allotted time and was helpful, professional and did the work immediately with an explanation.
I have guests arriving from out of town today and I am so appreciative that they will have hot-water for a shower after a long drive. My husband too is very pleased. We would reccommend the complete home package with Direct Energy !

I have the plan with direct energy for total home maintenance. It covers Heating, Air Conditioning and Plumbing. I would recommend this plan to anyone with a furnace or air conditioner over 5 years. You can even join the plan if you start to have problems and you are immediately covered with no wait time as long as you remain in a 1 year contract. I had my furnace motor replaced...over 400$...my air conditioner repaired over 300$... I never would have taken plumbing maintenance but it is 3 in one. I just had a toilet pipe have a leak. The cost over 300$...covered. The plumber that came to see us was great. He found a future problem we didn't even ask about and fixed it. We have also had a slow drain since we moved in. He fixed that and showed us some easy maintenance to prevent it from happenning. I have now saved over 1000$ and have further insurance if anything happens again. Thank you Direct Energy and Alan the great plumber for all your assistance!