Deml

Buyer beware! I've had this plan for almost 10 years, never needed to make a claim. Two months into this year's coverage I'm having a new furnace installed, but not by Direct Energy. Cancelling the plan returns nothing to you. When you cancel an insurance policy, the unused premium is returned, -- not so with these folks. So remember when you sign up with them your money is gone on day 1.

I have the direct energy plumbing protection plan. A few weeks ago I had a plumber come to fix a few minor problems. One of them was to confirm I had water running to my fridge as my icemaker had stopped working. The plumber went under our sink, bled the line, confirmed water was indeed getting to the fridge, and thus had a problem with fridge. Fine. A few days later we noticed a flood in our basement, carpet was soaked, dry wall wet and ceiling peeling. Called DE to make a complaint and have someone stop the leak. The new plumber confirmed the leak was coming from the exact valve the original plumber had been working with ie. the valve that controls the water to the fridge. I have made a claim against direct energy. I have still not heard from them. I have over $3000 in damage...needed emergery water restoration to dry everything and get rid of smell and dry the subfloor etc. Have 4 holes in drywall.

I have had a DE field manager and case manager come to house..that was well over a week ago. No response from them. They were trying to convince me I had a bad part. COME ON, this part never leaked, until their plumber did something. A large company like this should stand behind thier work. Very disappointed in their lack of communication, and for not standing up and doing the right thing.

My furnace just stopped working on a cold day and needed someone out fast so we can get heat. I called Direct Energy as they were the first one on my mind and they told me they would have someone out within 24 hrs.

They arrived the next day, house was getting cold, but still bearable. The repariman was very nice, and quickly diagnosed the problem. I needed a new boiler. He didn't have the part so he called around to see if another reapairman had the part in their truck. He found one and went to get it and then returned to replace it.

It took several hours, was a bit pricy but when it's cold you have to get it done, you pay for service and convenience.

I would receommend them but be aware they are not the most cost effective company.

Like many people in the province I became a customer of Direct Energy's after Consumers Gas/Enbridge moved their service business to them. Also like many people, I think, when something goes wrong I call them immediately, forgetting that that the home heating business is competitive in Ontario. I am mostly writing this to remind people they have a choice and their choice should not be Direct. Last winter my furnace konked out on the coldest day of the year. After too many technicians claiming they had fixed the problem when in fact they hadn't we agreed to buy a new furnace out of desperation. The whole experience was a nightmare . Their call centre asks you the same questions every time you call regardless of how many times you called that day or the day before. It is impossible to have any technician more than once; each one has no idea what the one before did or did not do. And to add icing to the cake I just got a bill for the Furnace Protection Plan, which I had been told was included. It appears that all labour and materials are included if something breaks but I have to pay for a yearly maintenace check. I really wish I had stayed cold one more day and called any of the other companies on Homestars

We contacted Direct Energy to install the rental of a hot water tank. No issues with the installation of hot water tank. Direct Energy informed that they must install a thermal mixing valve that would cost us $150. What we were dissatisfied with is that they sent a technician on site to complete the installation of this mixing valve who had no experience with its installation. A simple task which would have taken him 30 minutes ended up with a visit over 5 hours and resulted in the technician calling another technician to assist. The technician was unprofessional and was using profanity while on site. In follow up with customer service and additionally, the technician's manager, resulted in no action taken on their part to appease the customer.

Our high efficiency furnace would not reach the set point. It would run for a few minutes and then it would suddenly shut off. Sometimes it would not ignite. I explained the problem to the technician and I suggested that it might be a faulty gas solenoid valve. The technician cleaned the gas nozzles and ordered a new gas valve. Another technician replaced the valve the next day. I am glad that we signed up for this service agreement. It is excellent value.
Highly recommended!!

This was my second year with the heating plus plan. Last year was okay, but this year, I got this technician, who seemed to only interested in selling me to install a rental hot water tank (I own a 8 year old tank) or some kind. I was supposed to have an annual mainteance/cleaning of my furnance as that is the plan I am paying for.

This guy just won't stop selling. I doubt it very much he spent much time doing the actual cleaning and inspection. He even try to sell me a job which I know but he didn't know the facts.

The good thing was I know a thing or two about furnace and hot water tank and just kept telling him that I would not consider hiring DE even if I need a new HWT or furnance.

Just beware, buyer or consumer beware. I am not saying that all technicians are just trying to sell a job, but beware of too many of them that needs to sell more jobs to make more money. As for DE heating plan, I doubt it I will want to continue once this year is up considering how many complaints there are easily find out from the internet. That will be another long story to get DE to not auto renew or cancel at the end of the annual term, as this seems to be a difficult task to acheive according to many feedback about DE.

Better yet, save the payment and put it aside and pay yourself until the furnace actually need service. You'll be better off not having to deal with someone who wants to sell you a job to make more money from you.

i had a leak in my basement kitchen , when i call for the service ,they told me to buy a separate plumbing protection plan for the basement.
acccording to the head office,if the basement is finnished and it has a basement apt i have to purchase saparate plumbing plan .

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.

When anything goes wrong with the furnace, a/c etc. A technician is at our home as quickly as he can. The best thing we ever did was take out a protection plan with Direct Energy. It has saved us thousands.