I came across a problem when my 50 gallon tank did not provide enough hot water for my house. I had extensively research the best option for my problem, even considering tankless water heater but was informed by Direct Energy employees that the best option was the 75 gallon tank. So I agreed to have my 50 gallon replaced by a 75 gallon tank. It was only until a few weeks ago that I was informed by a DE technician that the water tank THEY installed was the incorrect one for the location it was in. At this point I had at least 10 technicians come into the unit and say nothing about the problem. It was only until one technician came for an annual cleaning that I was properly informed. I called DE to solve the issue, only to find out that they did not have access to a larger tank that was right for the unit. I than decided to cancel with DE to install own water tank. I called to inquire about cancellation fees and was told that my only option was to “buy out” my tank for a cost of over $1,000, at which point I would own the tank, the cost being so high since they only recently installed the tank. Frustrated at this point, they did not own to their mistake and persistently told me that there was no other options. If they properly trained their technician/customer service rep I WOULD have NOT installed the tank in the first place and wasted my time waiting for appointments, being placed on hold and throwing away money for additional costs associated with the 75 gallon tank. For once it would be nice if they could admit to their mistakes and fix THEIR problems.
