Enercare Home Services

I pay a monthly fee to Direct Energy for a water heater rental. Part of the agreement is they are responsible for service to ensure I have a reliable supply of hot water.

My rental water heater recently intermittently stopped delivering hot water. So I called Direct Energy and they sent out a repair person the same day. The repair person performed a "repair". After he left, I promptly discovered he butchered the repair and I had no hot water at all! So a call back to direct energy resulted in them telling me I had to wait 2 days for a repair person to come back. I explained to them it was the botched repair that was the reuslt of the water heater not working. They don't care, its like talking to robots. So in the meantime, my family including my young daughter is taking a cold bath. Nice.

Go elsewhere for your hot water requirements, you can do better than Direct Energy.

Update: July 12, 2013. Direct energy sent out a second repair person to figure out why I don't have hot water. Repair person was in/out of my home in 5 minutes and assured me repair was done and I'd have hot water in "45 minutes". Surprise, no hot water after 45 minutes!!! I called Direct Energy back and they would not send another repair person back, instead they said I'd have to book another slot, 5 days later! So here I am, 5 days no hot water with no end in sight. Beware of Direct Energy. Pathetic...

Update July 16/13. Direct Energy repair person showed up yesterday to repair the water heater. They replaced the same again, as it appears the original part was defective. I'm still giving Direct Energy a 0 rating, due to rushing through repairs, beligerent phone staff and general contempt for customers. Now that my water heater is working again, the next thing I'll be doing is shopping for a new water heater (from someone other than Direct Energy) so I can completely stop doing business with Direct Energy!

Ignore the Direct Energy Troll comments below asking me for contact info so they can "investigate". Everything that I've articulated in this review has been communicated to direct energy. They seem OK with delivering sub-part, incompetent service to their customers. Though they offer world class performance when it comes to billing me! I haven't seen an offer yet to credit me my rental fee for this month. Billing for service and not delivering seems par for the course for Direct Energy.

I am very sad to report that my family will no longer be doing business with this company anymore. I am giving them one star in honour and appreciation of the good technicians we've dealt with over the years. I noticed that our Central Air Conditioning unit wasn't working several sundays ago (before the first, "heat wave" of 2013. I called and Direct Energy sent out a tech the next day (monday). He cleaned the outside chiller unit, told me he'd order the necessary part and it would more than likely be installed two days later(wednesday). Wednesday came and went with no word from the company or the tech. The next day (thursday) my wife gets a call from Direct Energy. The person on the phone asked my wife if she wanted to order the part?????????????????? I wasn't very happy when I heard this so I phoned them back and they said they'd send a tech out with the part on the saturday of the same week. So, saturday roles around and I get a call from their tech. He states that since it's raining out he won't be able to do the job. Well, as far as I could see the rain in my area was very spotty and there were clear breaks that lasted 20-30 minutes! I'm no CAC expert but I'm pretty sure the job could have been done within that time period. So, he then states that he'd set an appointment for someone to come out the next monday. So, on monday a COMPETENT tech shows up. He ran in and out of our house a few dozen times. And, after an hour plus states, "I'm sorry, I don't know what happened before [with the previous tech's visit] but your CAC is shot...it's not working." And, that week was the start of the first heat wave in this area for 2013! So, we spent $135. for them to clean our broken unit??? It's sad to think that customer service is essentially non existent for this company.

As our rented water heater was nearing the end of its life we asked Direct Energy to replace it with a new model. They promised that their installation fee ($100) would be waved because the water / gas drops were already supplied and nearby.

When they arrived, DE decided they didn't like the placement of the gas drop and installed their own. They then proceeded to bill me $250 + HST for this "service." I did not approve of this, nor was it necessary.

I had to call and file a complaint against the charge, and continued my conversation with Direct Energy. They refused a refund. It was only after I wrote a letter to their "office of the president" that a refund was finally given.

Home owners beware.

The first call, the consultation, the on site check before the install date and the installation.. all a great experience.
Direct Energy was not the most economical quote we received as we did invite other companies to this project but, they were the most thorough on our requirements, asked us questions and delivered on time and kept all promises. When your making such a big investment, peace of mind, quality of product and service is worth the cost. Happy to have our improved cool home!

In Oct/2012, had my rental water heater replaced with exactly same model from direct energy as it broke down. Serviceman said it would cost $300 to pay for new white exhaust pipes due to regulations and I was okay with this as it is due to regs. When sub-contractors came to install they said it will cost more than double that amount .I needed the tank so I regretfully agreed to pay a slighlty reduced amount from the $600. Than worse is that D.E. changed my rental rate from 21.95 to 28.99 per month as a result of replacing the water heater. I have been arguing with them since January 2013, about this uncalled for change in my rental rate. I am still waiting now for months for them to provide me a copy of any written document that enables them to change the rental rate resulting from replacing a defective water heater with a new exact model as the old. it has been a horrible ordeal so far. This will cost me an extra $100 a year for the next 10 to 15 years.

I was delighted with the service provided by technician, Sean Donaldson. He was punctual, professional and extremely knowledgable about his work. I will definitely deal with Direct Energy again because of this positive experience. Clearly,Sean is a tremendous asset to this company. I recommend him highly.

A quick update to my complaint. I am pleased to say that I was contacted by the Office of the President at Direct Energy Home Services and they have agreed to re-imburse the cancellation fee. They have resolved the issue to my satisfaction. Thankyou.

Below is my original complaint. Their response was completely erroneous. The company has no intention of refunding the cancellation fee and have been quite patronizing in their response. CTV news was contacted and they will look further into my complaint. A word of warning to other consumers... DO NOT enter a protection plan agreement on line. It's not worth it. Read the rest of the reviews on this site and others and you will come to the same conclusion.
Anne B.

Anne B from Collingwood 1 | Oshawa Location | May 27, 2013
0
Direct Energy refused to cancel a renewal that was not authorized back in January. In April they told us the contract would be cancelled but the May billing included $151 charge for a cancelled annual plan. I am a senior of 82 yrs of age and on a fixed income and can't believe they are so dishonest and unprofessional at customer service. They even refused to allow us to speak to a supervisor...Rude, Rude, Rude. Beware they are dishonest to customers without any regrets whatsoever.
1 of 1 people found this review helpful
Price & Advice
Company Response:
Hi Anne, Sorry to hear about this experience. Can you please send us your information so we can investigate further and resolve your issue. Thank you.

Had Direct Energy in for a duct cleaning. Booked between 8-12, team showed up at 8:45. Friendly, professional,clean, and courteous. Very impressed with the thoroughness of the duct cleaning performed. They spent the time to make sure every duct was cleaned and even went back and cleaned some a second time to ensure they were spotless. Used a colour camera to show me the inside of the ducts and they sprayed them with an antibacterial spray. I could have booked a discount duct cleaning service but I’m glad I paid a little more for Direct Energy – I felt comfortable having them in my house and they really did a great job.

My 14 year old, builder supplied furnace finally died. I was not too surprised as it was known that the design of this particular model was not very good. That is why I joined the Direct Energy's Heating Protection and Maintenance Plan. About 5 years ago, the heat exchanger cracked and was replaced. During this year's annual inspection, it was discovered that it is again cracked and the furnace needs to be replaced. The technician scheduled a sales representative for the evening of the same day.

The sales representative arrived punctually. I was impressed that he has been with the company for 12 years, that he was previously an installer, that all the technicians are employees of Direct Energy and not sub-contractors. I chose the Trane furnace with DC motor and 12 year extended warranty. With the extended warranty, I do not need the heating protection and maintenance plan anymore. I got a discount on the purchase of the furnace for having been on the Heating Protection and Maintenance Plan. The installers would also look into making my humidifier work again. He took a video of the furnace room to give to the installers, a nice touch. The install was scheduled and confirmed on the spot for 1 week later.

The installers arrived within the promised 4 hour window. They covered the path to the furnace room. They re-routed my natural gas pipe to allow more room in the furnace room. They widen the air filter slot for easier access. They changed the leaking, plastic water supply tube to the humidifier with copper. They added an electrical switch box for the furnace. The job was done cleanly and within 3 hours.

I am pleased with the whole process. I am confident that Direct Energy will be around to honour the extended warranty.

Location: Richmond Hill
Install date: June 5, 2013
Sales rep: Scott
Installers: Jason, Graham