Deml

Our problems with Direct Energy are unending. They began with improper installation of a hot water heater that corroded within three years. A new tank was installed and we discovered after the fact that the terms of our contract had changed. According to DE, by signing the work order we had agreed to these changes. We were not informed in advance. The technician hastily handed us a folder with the new information tucked BEHIND the work order, and fled.

When we objected to DE customer service, after many refusals we finally reached a rep who grudgingly issued an email stating that we were not subject to the new agreement. This statement was later declared by DE to be "misinformation" and repudiated -- they actually said it referred to the previous tank!

To add insult to injury, the newly installed tank didn't work. According to DE the repairs were not covered by the service contract, and we had to pay $150 to get hot water.

Before you have anything to do with this company, please do a web search for complaints about them -- you will save yourself a lot of grief. It is without question the worst company I have ever dealt with.

Our heater went out and we called them. We were able to get a serviceman out the next r day and he cleaned our tank and furnace. Also changed our thermostat. Quick in and out!

By the time I discovered my water heaters pilot light would not stay lit and I spoke to a representative, three hours later it was repaired! Very helpful and pleasant on the phone, and the service was prompt and efficient. This was the first time I used Direct Energy and I was very impressed.

Excellent service from a company focussed on customer service. They followed up with a survey the next day. I have their yearly maintenance program and they provide great support.

They have also been very helpful when discussing options for a new furnace and air conditioner.

My tenants in a douplex I owned had no hot water yesterday and they called me. I couldn't fix it so I called Direct Energy, the co. I have been with for nearly 20 years. They were busy but got one of there employees to come and fix it yesterday afternoon. I am always pleased with the srevice that Direct Energy provides. I'm sorry the tank is a rental and they cover the repair costs so I cant tell you the approximate cost.

We asked Direct Energy to replace our water heater because it wasn't keeping the water hot. The employees we arrived were awesome. They noticed our furnace vent wasn't attached to the chimney and couldn't add the new heater until it was fixed. We used the chimney company they suggested who were great. Now the problem starts. When the chimney company had 30 mins left to finish the job, they told us to call DE and they would send somebody right away as they usually do. I called and was told that the employee who worked on our heater was off that day and that we'd have to wait until the next day between 9-1. I told her it had been 4 days without heat or hot water and we had a 4 year old son. Couldn't she sent someone else. She said no-one was available but she'd ensure they came between 9-12 as I had to leave at 12:30. Well, 11:30 the next day and no-one arrives. We call and DE says they will check to see where we are on the list and call us back. 12 noon and no call back. I call them, explain the situation, that it's now 5 days without heat or hot water. Put on hold 30 mins on and off. Finally get the lady I spoke to the previous day. They can't make it by 12:30, nothing is available in the afternoon and we'll have to wait another day! Absolutely no sympathy for our situation. I remind her that this is not a new request, but a followup and all they have to do is install the new heater. It should not take long and that we've been waiting 2 days already. How can she make us wait another day when it's already been 5 days and we have a 4 year old. I need someone now. She finally says she can have someone at our place in 10 mins after I tell he I want to speak to her supervisor. They guys who arrive are awesome and friendly, trying to make me laugh because they know I"m upset. I ask how many of their clients today have been without heat or hot water for 5 days like us. They reply none. How the heck do you prioritize appointments this way? Surely having no hot water or heat (because the hot water tank is not in) for 5 days and with a young child is more important than not having water for 1-2 days, even 3-4 days? We're very unhappy with the planning/scheduling side of Direct Energy. The techs are great though. However, I wouldn't recommend them to anyone after this experience.

Our air conditioner was not working and we thought that because it was about 18 years old we would have to buy a new one. We called direct energy to come and take a look and after a few tests they were able to fix the problem for just over $200. We were thrilled.

When we purchased our home, we realized that ourswas an older furnace (1992 model). It seemed to function ok, but we had never had a home with a gas furnace before, and I didn't understand what had to be done to maintain it, other than periodically changing the filters.

Knowing that the furnace (its an old Keeprite) may eventually need some repairs and not wanting to totally replace it, I believed the furnace protection plan was the way to go. I was right. After our first inspection it was determined that a bearing in the ventor motor was badly worn and warranted replacement. I was told that this was an expensive part (approx.) $400. and it would be fully covered by the protection plan.

To make a long story short, making that small monthly payment for the protection plan has paid for itself in short time when expensive components have to be replaced on an older unit such as ours.

During our annual inspection (free of charge) the furnace is tested for efficiency and safety as this is a natural gas burning device. It is nice to know that is within limits for safety and performance.

Satisfied in Wasaga Beach
Philco59

Three years ago we were roped into signing a contract with Direct Energy. It was at a time when prices of natural gas were going up and there was a big scare. Direct Energy convinced us it would be wise to LOCK in for 5 years at 37 cents. After taking the time to overlook my gas bill, I calculated that I have been paying probably $1000 more for gas in a year, even with the slight increase in gas sold by Enbridge. I can't tell you how annoyed we were to discover this. Enbridge prices do fluctuate every three months, however, never have they reached even close to 37 cents. We called Direct Energy and we were informed that we would have to pay $200 plus HST to cancel the contract. At that point they were willing to offer us 20 cents for the next 5 years...imagine that...all of a sudden they could bump it down! Of course, we weren't willing to lock into anything with this company and have decided to cancel our contract, which in the long run, even with paying the fine, will save us approx. $1500 at the end of the term! I hope we never see an Direct Energy rep at our door...he'll wish he never rang our bell!

Our hot water tank failed sometime over the weekend. I woke up yesterday to find water flowing to the drain in the basement and flooding adjacent areas. I called Direct Energy and they eventually sent a technican out. He capped the tank, as he determined it needed to be replaced. After a lot of headaches, we managed to get them to schedule an appointment for a technician to come out the next day to replace the tank. We have been waiting all day, called several times to find out why nobody showed up and why nobody has called. We were given several different stories along the way and the latest is that they had trouble locating the kind of tank we need. We are still waiting for them to show up. I'm not happy at all, as I have no confidence that they will show up anytime soon and I have even less confidence that these clowns will do the job right. This is supposed to be their "emergency service". The kind of tank we need is not anything special or exotic--- it's a standard tank. We've been paying their lousy hot water tank rental for years and years and years and this is the service we get in return! No hot water, a wet basement with wet drywall and floors and endless hours wasted on the phone and waiting for them to show up to perform this "emergency service". I strongly recommend that anybody considering a service plan for anything with Direct Energy strongly reconsider that decision as it is a waste of money.