Enercare Home Services

I had a furnace issue and it was suggested by a technician that I sign up for a protection plan that would be more cost effective to me than repairs out of pocket. What a huge mistake!

I paid in full. 18 months later I received a bill stating I owed a substantial amount of money for the protection plan. I was told their computer system was revamped and nothing had been issued as a result. The person I spoke to assured me that it was an error on their part, I owed nothing further, and I would be credited on the next bill.

After 2 months (with no credit) I followed up and was treated as if that call had never happened. I was told they would not honour that agreement but I could instead pay out the cost of the repair and the rest would be removed. I disagreed as it was already confirmed that I owed nothing further.

I have spent the better part of 2 years now getting bounced around from person to person. I have been told I would receive a call from someone within 24-48 hours only to be put back into the system with no resolution. I have been threatened and hung up on. I have been told the charges stem from things I never had.

My attempts at resolution have been a nightmare. Representatives of this company have been thoroughly unprofessional, and as of this writing, the late fees continue to mount.

I would prefer no other individual go through this ordeal and advise readers to stay away from this company.

I have the heating/cooling insurance plan with direct energy for maintenance that allows me once a year for maintenace. I called to book a schedule for winter maintenance, was told to call back at the end of November because my plan expires November, so I cannot book an appointment for December. I have to wait till the end of November and by the time I call back, December schedule will be full. So does this make sense? What's the point of having winter maintenance usually done before the winter months?
DE management -please review this procedure, it does not make sense..

I highly recommend Direct Energy's heating and cooling protection program. It provides me with a much needed piece of mind, and whenever needed, Direct Energy representatives come to the house and do a professional job. They are very knowledgeable and friendly as well.

My Heating went out Saturday Morning. I called Direct Energy right away, and they said the earliest available appointment was on Monday afternoon. Apparently they don't have enough technicians, and the supervisor said there was nothing they could do about it. So much for the "same-day service" that was advertised on their website and over the phone. I have a elderly grandmother that lives with me and have plans to move her out to a hotel tonight. I find it incredible they don't keep their promises.

Two men arrived on time, younger Technician very cordial, business like, older Technician (I think it was his Boss) was very quiet and unresponsive, a little grumpy but the younger fellow was excellent. They installed the furnace, explained what they would do and then they proceeded to do the work. They laid down a red carpet to protect the floor. The furnace was installed and tested. All of the important details were reviewed with me. Job completed in 2 1/2 hours, clean up, hand shake, with the young man, then they left. They left the area clean, the work looked to be well done. I was very satisfied.

I call in at night and was given time of 9am - 1pm next day. I called four times from 12pm and now is 5pm, no one show up yet. I am paying $380 dollars annually, but when I need a service, this is a terrible experience........ I am very upset!!!

From the flyer in the mail, the call, the assessment, to the installation, it was a seamless, nice, and professional experience.

I would recommend Direct Energy to anyone. It was a truly customer focused experience.

About 2 years ago I purchased a replacement Trane A/C and a new whole home filtration system. I used Direct Energy Home Services and couldn't have been happier with the purchase and installation experience. Since I am a stickler for maintenance, I decided to call them again for regular maintenance (as a replacement for an existing service). I checked the website first and called the service centre. I ended up speaking with Sabrina Bailey and WHAT SERVICE AND KNOWLEDGE! I was totally impressed and signed up for a new maintenance plan on the spot. I was already satisfied with Direct Energy Home Services, but now my satisfaction level has been bumped up even more. Well done, Direct Energy Home Services!

The technician was prompt, courteous, friendly and answered any questions I had. A pleasure to deal with. As a senior, I appreciated the fact that he offered and in fact installed my new carbon monoxide detector for me, which went above and beyond his normal duties.

I arranged for an annual furnace inspection and the Technician discovered my furnace had a crack in both the primary and secondary heat exchangers and was red flagged because of concerns of possible leakage of carbon monoxide. Later that day an Energy Management Consultant came to discuss and explain my options and installation was arranged for the next day due to concerns of my not having any heat in the house. The Installation crew arrived promptly first thing in the morning and the new furnace was installed and up and running by noon. Very pofessional, courteous and knowledgeable. I highly recommend them.