Deml

We woke up last Wednesday when we had the first snow storm and found that we had not heat. I called direct energy and spoke to a customer representative who was very knowledgable and gave us an appt. for a service call within four hours of the same morning.

When the technician came he was very polite and respectful. He was very effecient in finding the problem and got my furnace up and running in no time. He also took the time to educate me on some safefty tips. My overall experience was Direct Energy was exceptional.

I had a hot water tank that I paid rent to Direct Energy for 30 yrs. It ruptured. One of the reasons I paid rent for all these years was because they initially said they would repair or replace right away any of their rental pieces of equipment. With the ruptur of my hot water tank,Direct Energy said it would be 3 to 4 weeks before they could could look at, repair or replace my tank. and it was just too bad that I would have NO hot water for this length of time. Direct energy are a terrible company who are too large and have NO CUSTOMER SERVICE. I then had another company put in a Rinnai tankless. I would NEVER recommend any business dealing with direct energy.

-furnace stopped working - called Direct Energy first to determine what we're covered for - excellent woman in customer service looked up our account - set up appt. service same day.
Service tech came within one hour - checked out whole system - furnace working fine. Lived up to their contract.

Had maitenance call for the hotwater tank, and told the tank was no good, Jamie made arrangement to have a new tank installed the next morning. Our furnace was old and inefficient, knew it would not pass, he made arrangements for Cathy to come visit with numbers. She was a great help and went beyond to help me get financing.. Paul and Matt installed the furnace 1 week later. friendly and cheerful people

We received a Red Tag from Enbridge and after 45 days our heat was turned off (My fault). Anyway, I called Friday morning to get an estimate and to scheduled an appointment with Direct Energy. Customer service did answer the call quickly and said I will get a call back in 4 hours. 5 hours later I called back. They said that they were very busy and that I will get a call later that day. Well the whole day went by and no call back. Thank God it was something minor that my father in Law was able to fix. I can't imagine if it was in the dead of the winter and my furnace broke down, who knows how long before I would had to wait to get a call back or even a visit. And I was thinking of getting their Furnace maintenance plan for $21 a month; well at least now I'm going to save $285 a year. I think I rather just pay a technician once every 2 years to clean and inspect my furnace.

My water heater was leaking resulting in a waste of water. I called Energy Direct and spoke to a customer service rep, she was empathetic and shared my concern. She found an appointment for the next day. She was most helpful in answering my questions.
The service tech arrived within the time indicated, he was friendly and helpful, he identified the problem quickly, explained the problem and proceed to fix the problem. He answered any questions I had and was very patient.
I would definately recommend Direct Energy to anyone I know that is looking to purchase a new water heater. The service is excellent!

I pay Direct Energy $21/month for what amounts a furnace insurance plan which only excludes huge components like heat exchangers. I've had it for a number of years, long enough that I can't remember when we signed on.

My furnace started misbehaving ealy this week and by Friday am was taking up well over an hour to fire up after the thermostat said let's go here furnace. Barely remembering we had the plan we called the number at 7:30 am and got pretty much an immediate real live person who sounded like they were actually in North America. She was courteous and efficient and able to call up our account info quickly and arranged for a service visit that morning - the technician was there shortly after 8, sorted out the problem in a minute, had the part in his truck and had it installed in minutes. When the new part didn't work perfectly ( it was an ignition part much like a spark plug on a complex tube with electronic gizmos attached) he knew enough to tweak the gap and it worked perfectly and continues to work. He explained that sometimes the gap gets modified = while the part is sitting in its packing.

He didn't dawdle and we were back to toasty normal by 9 am.

Having speant what feels like a small fortune on the service plan and not having any kind of loyalty to Enbridge prior to this call, it wouldn't have taken much for me to feel disatisfied .... but I really can't find a thing to complain about. All my houshold service calls should be this good ... I see they actively seek feedback from customers and presumably every player in the service chain knows that her/his performance is likely to be evaluated by the customer ... whatever the system, it worked perfectly for me.

Brian

I called in for two service problems with my hot water heater. The Direct Energy technician was at my home the next day, less than 24 hours aftermy call to them, and successfully completed both repairs on the spot. Great work, great customer focus.

I have a birhtday party for my daughter on Oct 24th and my furnace failed...Direct energy came the same day and within hours to fix it ..so my family and friends celebrated with us in a warm comfy atmosphere.

As soon as I phoned customer service about the problem with my furnace, they made an immediate appointment for a technician to come out and take a look the same day. Technician was thorough, and checked my furnace for problems. Parts had to be ordered. The following day, someone called from Enbridge to make sure we still had heat as the parts were going to take a few days to deliver. I was assured that If I lost heat, someone would come out immediately to look after us. A few days later I received a call telling me when that parts would be delivered. When that parts arrived I called to get an appointment for service. I was given a immediate appointment for hours within my call. The technician came, installed the part and left. Everything is working fine. Thank you Enbridge for your customer service. I am unsure what the cost would have been to repair the furnace without Maintenance Plan, but I am sure it would have been more then what I am paying for the plan.