Enercare Home Services

I have been with Direct Energy Home Services for about 7-8 years. When I needed any repairs done they were right on the job. The only problem I have with them is they don't come in and repair taps anymore which they did after I signed on.

Further to Kathleen's review below - I too wish to buy out my rental furnace - when I called to inquire about a copy of the contract - they put me on hold several times while they consulted with a supervisor - then they advised that they would email me the contract "within 72 hours" - when the email arrived it only had info about the water heater buyout - the furnace is 16 years old - I still have no idea of the cost or how to proceed.
A review for Direct Energy Home Services
May 29, 2013
I sold my house, and in the agreement of purchase and sale, I had to buyout my rental furnace from Direct Energy. I called in March to get this done, as our closing date was in May, and I wanted to get it done with plenty of time to spare. My March to April bill came with the buyout amount on it, which I paid. Thinking this was all taken care of, I then received my final bill in the mail for April to May. Low and behold, the rental fee has been charged for the month. I called their billing department to take care of this, and for some reason had to be transferred to billing twice, even though I had called the number for the billing department. When I finally reached the correct person, they explained that it can take 1 to 2 billing cycles for these charges to be rectified. I found her customer service skills horrendous. She was extremely rude to me on the phone, and did not seem to want to listen to my concerns about this rental amount showing on the new owner's bill. She even went as far as to say "You should have called us before you moved". Excuse me? I'm pretty sure I did, when I called to buyout the furnace. Was this two months not enought time for Direct Energy to make the correct adjustments on the account? When I became irate at this comment, I asked to speak to a supervisor, only to be transferred to Enbridge Gas so I could deal with the billing issue with them. They are now putting a dispute together against Direct Energy. What I don't understand is how the managers at Direct Energy to not realize how poorly trained their customer service individuals are. They lack common sense, tact, and manners. I am so glad that I do not have to deal with them any more. I will never sign up for anything with this company again. If you want to keep your customers, try being nice to them.

Company Response:

Hi Kathleen, Can you send us your information so we can escalate this issue. It would also be helpful to know who you spoke with. Thanks

Direct energy charging the rent twice the amount for one water heater I have at my place. I have been calling them about this for the last four months and they are not able to fix this simple problem. I am extremely dissatisfied with their service and I do not recommend them to any one.

We requested a Duct cleaning and had an appointment set right away. The service technician arrived at a good early time and was very courteous. Had a friendly conversation as he did his work , and made the experience very relaxing.

Everyone did an excellent job. The installers were here early and finished sooner than we expected which was a bonus. They were courteous and helpful and Cathy followed up the same day with the rebate offer. We would definitely recommend the Direct Energy team to anyone who asked. The service from beginning to end was superb

We called Direct Energy to change 2 rental 18-year-old hot water tanks, the installers came on Sept 11 last week.
They didn't notify a $150 cost before start which they were supposed to do. When finished in 45minutes(might be a few minutes off, my friend is almost 80 years old), they said they checked some parts and a $150 charge on invoice. My friend didn't quite understand and signed the paper.
When I went back to check the job, the invoice shows no quantity, no model number, say" twin tanks w/ all shutoffs" and 150 dollars + tax. As a gas technician by myself, here is what they did: sanded existing cold water pipe( about 35"); sanded about 12" existing copper to the right tank( 10" and a quarter long from tee to 90 elbow); put a coupling to connect the other side existing hot copper to left tank, this side from tee to elbow is 11.5" long; the cold water shut off was wet and water marks on right tank which obviously it was leaking when installers left the basement; installers did the soldiering on water tank and burned 4 rubber sleeves around the water inlets and outlets; left a lot of extra soldering on tank like a dirty finish; the district installation manager Jeff told me their technicians made 20' copper(meant from the 2 tees to the 2 new tanks, which is only 7' total including new copper between shutoffs and new tanks, please notice: 7' include all those sanded length) in about 2 hours in the basement.
This manager called me twice for total 5 minutes just to tell me his technicians did right thing, and the biggest reason now for him to keep the $150 charge is that my friend signed it! What a service from Direct Energy, this manager Jeff also left his message on my phone this morning, say $150 is final decision, he doesn't want to see my pictures I mentioned on the phone. Does this mean Direct Energy set a manager as a police and a judge in the meantime?? The funniest story is from 1 hour ago(5:30pm, Sept 17, 2013 for clear follow up), the girl answering my phone said this manager went to my friend's house and checked the job, which is obviously not true, I confirmed with my friend nobody showed up and that mech room is always locked. I have the pictures to show all tech stuff mentioned above, I hope somebody will come to solve this like a judge, not a police and judge, like Jeff the manager.

Needed a new AC unit, humidifier and pump - Salesman was excellent, knowledgeable, offered choices - the installation was smooth, the men were easy to talk to and they explained everything, cleaned up, were accommodating - just an amazingly good experience - highly recommend them

I want to describe the extremely poor service I had received from Direct Energy. I had been receiving the furnace plan, the AC maintenance plan and the Total Home Plan for several years. The cost of this was $63.62 per month since 2010. My wife suffers from asthma and needs the AC to work, especially during heat waves.
In May, the AC was supposed to be serviced and an appointment with a Direct Energy technician was made. However, the appointment was cancelled because it was raining (not lightening). Two days later during a heat wave, the AC went down and a technician came out and indicated that the problem was in the motor, which would have been detected in a service check. The technician could not get a spare part not replace the AC for two or three days. Because of my wife’s asthma, I could not wait and contacted another company who installed a new AC the next morning. I called to cancel all of my services with Direct Energy.
For the next two week, I received about 10 telephone calls from Direct Energy calls to get me back as a customer and offering further discounts. I declined.
About a month later, I received bills that I owed Direct Energy $334.39 for what was left in the term of my Total Home Plan that I cancelled. On May 28th, I received a letter that I also owed $63.26 on my account, which I paid. I also received numerous telephone calls from Direct Energy Collection. Then in June I received a bill for $178.49 for the “bill out” of my protection plan. In early September, I received a bill for $22.58 for a heat and AC maintenance plan. I called Direct Energy who informed me that according to their records, I only cancelled my protection plan (Total Home Plan) and not my maintenance plan that then was renewed in July. After an hour on the telephone and explaining my situation to three people, they still insisted that I pay. I had enough and told that I would pay and asked for a promise that they will never contact me again.
This was the worse experience of abyssal customer service that I have ever received. I would strongly recommend not to use Direct Energy and if you have a plan with them, to get out as soon as possible.

I called for air conditioner problem, and other plumbing problems, technicians helped out in good way, except one time they sent contractor guy who did nothing as I was not at home and he gave poor service as my wife let him work in basement.

My air conditioner failed and I had to get a new a/c unit. When I phoned direct energy a sales agent showed up the next evening. He was very courteous and went through very thoroughly all the options with the air conditioning.units they have for sale. They installed it that weekend (to accommodate my busy work schedule). The technicians were excellent very professional and left no mess around. I purchased a more energy efficient a/c unit and did notice a lower than previous bills. Thanks very much and I am very happy with the service.