Deml

Last year the hot water heater that I had been renting for 13 years from started leaking all over my basement floor. I contacted the company I leased it from which was Direct Energy and they were eager to replace it.

They came and did this. They never said anything to me about new terms and conditions. However, there were new terms and conditions. I decided this year to switch to a tankless hot water heater. I called Direct Energy to come and pick up the hot water heater that I was renting from them. However, now this is no longer a rental. The new terms and conditions, which no one from the company told me about, mean that I have to buy out the hot water heater. No one on the phone, nor the technicain installing the heater said "you are not renting this, you are buying this". The agreement that I signed said nothing about a buyout requirement. It is a Rental agreement according to its title.

And, they are impossible to deal with. You have to stay on hold. They will not provide you with an address to write to them. I asked for the name of the president of the company and they refused to give it to me. I can Google it for god's sake. They have the absolute worst customer service I have ever encountered.