Deml

My furnace stopped working on Christmas Eve day. I have a service plan with Direct Energy and this is the first time I needed to use it. I had a technician repairman come to the house at 8 pm and temporarily repaired the furnace. This service was exceptional because he could have just indicated the part was broken and would be replaced later. He ordered a new part that night. It arrived by courier the next day (Christmas). A technician arrived that night (Christmas) and quickly installed the new part. I am very impressed with the service. My whole family was celebrating the holiday season at my house and never experienced any inconvenience.

Rental water heater didn't work. Called Direct Energy. They answered almost immediately. I was tranfered to an actual person, someone who was sympathetic, knowledgeable and efficient. She made an appointment for a service rep to come by on the same day I called. Twenty minutes later, the service rep rang my door bell. Fifteen minutes after that the water heater was repaired. It doesn't get any better than this.

The DirectEnergy technician arrived one hour too early for a scheduled appointment. I wasn't yet home; he was let in by the cleaning lady. The light fixture in the furnace room was damaged because neither he nor the cleaning lady knew how to turn it on. Turned out that the hot water problem was caused by an unplugged tank, but still that was a service call: $111. What to do about the ruined light fixture? That was resolved well by the local Customer Service agent and Service Manager when they canceled the service charge in favor of my hiring an electrician to repair the fixture. All's well that ends well.

I had direct energy come in and do routine maintenance on my carrier furnace.
This routine maintenance turnned into a night mare . The service tech came up and said, you have an old heat exchanger that is not working properly. I replied it has a leak, he replies no, it causes the high temp switch to shut down the furnace..LOL. You need a new furnace sir.You better hurry to take advantage of the goverment rebates , and before the HST kicks in I can get a salesman to call I replied ok.In less than 45 minutes I get a call from a guy that wants to come over right away, I said I was busy, he tries to come in tomorrow, I am busy. he was very pushy.Is this right? Was he justified in Red Tagging me?I think this is a case of fraud.

Excellent service. Very helpful with the questions we asked. Very clean and polite and on time. He knew the answers and was well educated in his line of work. Thank you.

Don't bother paying for a heating protection plan with Direct Energy because it isn't worth the paper it is written on. I had just had surgery to come home to a freezing cold house and had to wait a day to get service after dealing with incompetent and uncaring customer service reps.

From I call the customer service till my problem solved by sending a technician everything was within 5 hours only, it's the best service I got so far, I will recomand them for everyone.

Hi Customer Service Supervisor,

Re: "Red Tagged" After Maintenance Inspection

I have been extremely happy with my home plan maintenance agreement and service on both my properties, but recently very dissatisfied with my heating/boiler maintenance service.

I have been covered for years with the Direct Energy home plus coverage. My furnace in Toronto was serviced earlier this year and for some reason, the technician neglected to put forth a requistion to upgrade/retrofit my gas pump with a necessary safety valve. Consequently, Enbridge came by and 'RED TAGGED" my furnace/boiler, threatening me with gas shut off if not done within one month. A very scary thought in this cold climate.

I had to call Direct Energy to install the required safety value and then billed $700 for the service. I was told by the customer service rep when booking the appointment, that had if I not been red tagged the cost would have been coverage by my plan, but now it was too late... I wonder why this safety value issue not caught by the maintenance technician and installed earlier this year to avoid being billed for something a technician overlooked?

I thought I was paying for a home protection plan to implement preventative measures to keep the home running efficiently.

I it is extremely unfair that I pay maintenance insurance coverage, and due to a service technician's neglect in identifying a serious problem, I now find myself saddled with a $700 bill for basic safey installations. I believe that it is only fair that this cost be covered by my Home Plus maintenance/insurance plan.

Please investigate this situation to see why this necessary safety upgrade was not implemented earlier this year as a preventative messure. Kindly contact me at your earliest convenience with an explanation.

Thank you,

Chris

I noticed I did not have hot water and went to check the tank and realized our hot water tank was not working. I called for service at the number on the tank as I had just had the new tank installed last year. I was pleased that they could come out the very next morning as we had no hot water; we were boiling water to wash dishes etc. We scheduled the service between 8- 12 pm and the technician was there by 8:30 am and the problem solved within a few minutes. He explained everything to me as he went along telling me what he was doing, which I appreciated. It is always helpful if a technician can have some customer service skills so the customer knows whats going on. He lit the pilot light, tested the system with his meter that he had. Cleaned the filter and voila, we were back in business. Unfotuneately I guess it is the new style of tank that the filters get clogged and the pilot light goes out. All the great safety features sometimes can be a problem, but everything was fine and I was very happy with the prompt service. Your technician was very courteous and explained everything to me very well. Overall, I was very happy with the service.

Our 26 year old furnace was showing its age by operating with multiple orange flames inside and what appeared to be soot in the filter. We signed up for Direct Energy Heating Plus programme entitling us to a maintenance visit. Bruno came to the house. He cleaned parts out in a bucket of water and cleaned out the burner. He oiled the fan and even cleaned the outside casing of the furnace. The furnace is good for another year and there are no more orange flames inside the unit...nice blue burning going on in there. The electronic filter and the humidifier also received clean bills of health. So did my wife and I. Thanks Bruno and thank you Direct Energy!!!