Enercare Home Services

*UPDATE*
I'm dropping the rating to "0" now. I received a voicemail from Direct Energy, after I posted this and emailed their "customer service". They essentially tried to brush me off by saying that they are switching billing systems and that's why I have problems with my account, and they will fix it in 1 or 2 "billing cycles". But they completely failed to address my complaint, and told me if I have any issues to call their billing department, failing to acknowledge that what has angered me about them so much is the way they I have been treated, and the fact that they won't let me sever this disgusting relationship. I feel like I am being held hostage, forced to pay for something I want nothing to do with.

*ORIGINAL REVIEW* :
Worst customer service ever. Direct Energy Home Services should be ashamed of themselves, but I really doubt they care as long as they keep roping people into their contracts.

I had a problem with my bill, and tried to get through to the right department. I called the number from their website and chose the option for "Billing". After I got through to someone, I gave them all my details, told them my issue, and was put on hold. Then I was transferred to someone else and I needed to give my details all over again. They started looking into it and then hung up on me.

So I had to call back and go through it all again. Then I was told that they are moving to a new billing system, and it's "complicated". Finally got someone who could start to explain what was happening with my account, but he couldn't help me. He said I needed to speak to "Direct Energy Billing" (I thought I *WAS* speaking to them!) He gave me a new phone number to call (was not able to transfer me) but when I called the number it was out of service!
I finally tracked down the number and found that he had given me an incorrect number. I went through it all again and was so disgusted by the whole process that I wanted to cancel my service. That's when they dropped the "verbal agreement" bomb on me - they said I had verbally agreed to a 1 year contract that automatically renews each year. If I want to cancel, I have to pay out the year. They are the most unhelpful and ridiculous department I have ever dealt with.
So beware: when you sign up, make sure to read the fine print. If you don't want the service to automatically renew, you have to tell them up front.
Also, if you plan on moving, understand that they will force you to pay out the balance of the year, even if you plan to move the service to your new address! This can be quite expensive if you have several months left.
I have never been more disgusted with customer service, ever. The only reason I give them a "1" instead of a "0" is because I want it to be clear that I gave them that ranking and hopefully others will see this and take it as a warning.

It was easy to set up the plan, and schedule the service. The tech arrived on time, and did an excellent job. He also provided a lot of information about the unit, and helped me resolve issues I was having with an old electronic filter system.

Yesterday our furnace broke down leaving us in the cold. I called Direct Energy to have a repairman come out. The girl on the phone was very helpful and seemed genuinely worried about the temperature in our house. She booked us the fastest time she could for a technician to come out. He arrived and after I explained what was going on he took apart the furnace and diagnosed it immediately. He fixed the problem in record time and left to get to his next job with urgency to help someone else. I have to say he was the happiest service man we have had at our home. He was very jovial and happily whistled while he worked. You could tell he really enjoyed his work. I would highly recommend Direct Energy to anyone who needs furnace work.

On March 16 we had a new water heater installed.
We would like to commend the technicians who did the installation.
Sorry but we did not catch their names.
They notified us when they were on their way
They were very efficient at their job
They were polite and respectful of us and our home.
We would give them an A plus.
Jim & Lee

I have increased my review of Direct Energy. I did write a poor review earlier today because after numerous phone calls I could arrange anyone to follow through with their promise to come over. There was definitely a breakdown in their internal communications but after Ross Chapman, came by and impressed me with his knowledge and great client service, I have a much better impression now so thank you to Sonya Prospero you were great and saved the day.

Very good customer service, the rep was respectful and explained everything is great detail. Was not very flexible on time of appointments. Cost was a lot higher than we were anticipating however we did need to change over both the water heater and furnace.

Stan from Direct Energy came on time, order a replacement part which was prompltly delivered to our door, came back then and fixed our problem less than half an hour later. Great service, prompt and very personable.

The Salesman who came to my home to give me an estimate was very honest and did not pressure me into making a decision. He told me to think about it and gave me his cell number should I have any questions. I did have to call him back and he was very helpful in answering my questions. The installation took place here in Ottawsa and I have nothing but good reviews to give Direct energy.

Had no hot water last night. Called at approx. 6 am in the morning. Arranged a service call for that night (6 - 10pm). Tech called around 7:30 pm said that he would be there in about 10 min. Arrived in 10 min. Put on his boot covers. On the way to the water heater, checked to see if he knew what the reason I call was. He did but filled him in anyway (generic no hot water vs. the history of what I tried before calling). Took a look, replaced part and tested for leaks. Explained what was wrong, what he was doing and what to expect. Asked him questions regarding replacing the unit, he answered them and explained current things happening with regards to replacing water heater. With service call done, he cleaned up the work area, threw out the old part. Cheery fellow, signed off on paperwork and left.

The water heater stopped working because the sensor tripped, due we think to some chemicals applied in the furnace room to get rid of an ant infestation. The technician replaced the sensor.