Deml

The service I received was outstanding, the Service Technician went out of his way to explain the issues and problems and made a special trip to check my A/C system when the problem reoccurred.

After having my Direct Energy rental water heater replaced with a more current model, I started having water hammer issues at my house (Loud banging noise in the water pipes when the water is turned on and off and can be very damaging to the whole plumbing system). I called Direct Energy and told them about my problem. They had a technician call me back and assure me it couldn’t be a problem relating to my new water heater, I just have some loose pipes somewhere. After several plumbing bills later including replaced valves and faucets, everything still pointed toward the water heater being the problem. I called Direct Energy back and they agreed to send a technician out to my house. After explaining my problem to the technician, he knew immediately that the solution was to remove a ball in the Check Valve and he was right. He said if I looked in his tool box I would find a few other ones that he had to remove from other customer’s water heaters. I am out of pocket hundreds of dollars in plumbing bills because Direct Energy originally denied the problem was caused by their Water Heater. Direct Energy has said that they will not cover any of my plumbing bills. I just wanted to warn anybody out there who may have a similar problem. I would not recommend Direct Energy to anyone, but I will share this story with everyone.
UPDATE SINCE THE COMPANY RESPONDED:
Talked to PR Team and they were sympathetic to my problem, but they conveniently have no record of any of my phone calls in their computer system. This is really odd considering I had to give them my phone number at one point so they could call me back when I was originally dealing with this problem. So even if I documented events more precisely, unless I somehow made audio recordings of conversations, they will not reimburse me anything. I am very dissatisfied and I hope my review helps somebody make an informed decision about choosing Direct Energy.

Upon reporting a problem with our rental hot water heater to Direct Energy, they promptly provided a convenient time slot when they would come out to investigate. The technician was courteous, friendly, knowledgable and prompt. He was here for less than an hour and everything is working again. An A+ experience.

I bought a house that had a rental water heater from Direct Energy. It needed replacing and I decided to go with a different company. They followed the usual procedure of removing the previous water heater when they installed the new one and returned the old one to Direct Energy's depot. They got a Returned receipt from Direct Energy. Direct Energy continued to bill me for 10 months for a water heater that I didn't have. When I first phoned them about it, they said we had never even had one of their water heaters at that address. The funny thing is Direct Energy had originally sent over a repair man who told me I needed a new water heater. I had ordered from them but they lost that order and couldn't track it down, so I went elsewhere. They first sent my inquiries to all their different departments - no-one wanted to take responsibility or action. We sent them the returned receipt 3 times and had to go up to their "Executive Office" to resolve it. They kept telling us it would be 10 days, but it still took months and months. They can't look after a common place process like this more quickly than that! I will never deal with them again.

Terrible service. Dispatcher advised problem was external pump. She assured me that all costs would be covered by Protection Plan. Technicial arrived, had not been advised it was the pump, had to wait a day for parts, and advised that I had to pay 100% of costs despite Protection Plan. Water leaking all over basement floor as company dithered!

have a maintenance plan with Direct Energy which applies to furnace, a/c, fireplaces, appliances, plumbing and electrical - it is very good! It seems like a lot to pay per month, but the service includes all trouble spots in the house, and I do not worry. If I have a problem I pick up the phone, call, and within a couple of days my problem is forgotten!

no cost because we have the annual mtce plan ... not sure if it's worth it (450$/y ... and we've had 2 visits in 2 yrs). On this service call the tech was polite and provided clear explanations as well as advice on the life expectancy and mtce of the furnace. DirEn seems to have a push on for cleaning ducts .... we were asked a couple of times on the service call and on the phone ... they should just ask once.

Direct energy technician was superb.He asked me a few questions,then he was off to his job which was done professionally & to the point.He was very neat in his work,as also very quick.He did the job tested everything asked me to check if everthing was to my satisfaction & all the time his service was with a smile,kudos to him,God bless him.

Furnace broke down Sat. March 5. We have the Direct Emergy Plan so called and were told it would be Monday before someone could come out. We stated with the falling temperatures waiting till Monday was not an option. The girl transferred us to the Scheduling Dept. and they said they would call back Sunday morning and hopefully could fit us in for sunday. Someone called as promised and a technician arrived at our house before noon and fixed the furnace! Thank you!

Our protection plan with Enbridge includes yearly air conditioner and furnace maintenance. Suggest that if you get their plan and request maintenance that you ask the company to have the service person call if they're not going to show up. I threatened to cancel my contract when this happnened and was given a discount for the rest of the year. It's best also to get your furnace cleaning done in the summertime especially when it's an older furnace so that you don't run the risk of your furnace breaking down in winter.