Enercare Home Services

We bought the Total Home Protection Plan and called for a plumber when we had a dripping in the toilet tank, no leak. A plumber came and did some work on Nov 2 on Nov 4 we woke and found water dripping through the ceiling into our kitchen.We called DE who sent another plumber who fixed the problem in 5 minutes. Now I am left with water damage to the ceiling and a week later still not getting any help from DE in addressing this issue.When we phone to try to speak to the right person we are put on hold then passed on and on, very hard to be able to speak to someone who can help. Have had a day off work today to try to get some response and finally got through to Arlaine(Thank you Arlaine ). I was told that the first technician who came was a subcontractor for DE and I would have to get in touch with them to address this issue which I did, the person I spoke to, Jim McKenzie, told me I would have to contact my own insurance company to make a claim and when I told him that his technician caused the damage he just said contact my own insurance company and the two parties will have to fight it out this is the procedure. I did contact my insurance and the first thing I was told was that I have a deductible on my policy before I even explained the problem.
I believe that DE have a responsibility to help me with this issue, they employed the sub-contractor so in my opinion they should at least investigate my complaint. Ironically I received a letter the same day thanking me for being a loyal DE customer, I would appreciate if Mr. Mike Ahearne would like to call me regarding this matter you have all my contact information on file.

Appointment made to pick up rental tank. "Windowed appointment time" was not met. Time taken from work costly! I phoned office to confirm contractor was still coming after the appointed time but still no satisfaction. Transferred from department to department giving the same information every time including the order number. The less I have to do with Direct Energy the better. We purchased a water tank instead of renting.

Received a bill for $452.00 as a termination charge because I was moving. Requested then to send a copy of my agreement purchase and sale agreement- how do companies continue to get away with treating customers like this? Spent all kinds of time straightening the mess out- but who has this time when they are moving?
Before sending out the bill since that is their practice, I suggested that they contact the customer first to see why they requested to cancel their service. Further, they refused to send me a letter stating that the fee was waived once I comply with their request- doesn't leave me with a warm comfy feeling.
Agents kept reading from a darn script which wasted my time and didn't address my issues. What an absolutely horrible and frustrating experience.

I bought the protection plan for $160 and didn't have to pay for the $609 repair work. I basically got my money back after one call. The only thing they don't cover is the hole in the wall. The parts and labor is free. Totally recommend this service.

Furnace annual maintenance - Colin (who works for Direct Energy and is not one of their subcontractors) provided the best service we have received in years, thorough and very professional, answering all questions and booking replacement of water heater for us.
Water heater replacement - Martin was friendly, professional and very knowledgeable with all questions answered to our satisfaction.
I would thoroughly recommend these services by this company.

Direct Energy has been my Company to go to for furnace and Servicing for many years. I have always been satisfied with the Service both with the Service and Sales.

This company has one of the worst costumer services in the utilities sector. As a home owner with a reantal talk from them for more than 15 years I want to but or exchange my hot water tank and after several phone call to their call center which takes more than 20 minutes on each attemp I still I'm not able to get any anwers to solve my issues.

we bought a house and the water heater was in very bad shape. We found out that the previous owners had a contract with direct energy. We called and they infromed us that we were 5 years overdue for a replacement. 2 days later we had plumbers over to our house and the water heater was replaced in 2 hours at no additional costs to us.

we decided to have our furnace looked at by direct energy and the saleperson who came was VERY pushy and was upset when we didn't buy right away. He gave us a few outlandinsh suggestions. At the end we had to ask him to leave.

I was recently looking for a hot water tank for my older home. I have looked around at other places and Direct Energy is about the same. I did not go with them because they would not budge on the price. The salesman was alright but nothing to brag about.

I rent a water heater with Direct Energy. It broke down about 3 months ago and called them to have it fixed. They shown on time and the tech was great; he explained me exactly what the problem was and gave me the options: repair or get a new one at a similar rent rate. I appreciate his honesty and transparency. Now my WH works great :)