Deml

I subscribe to a Direct Energy protection plan and have to admit that I have got tremendous value out of it. I have placed three calls to them since I initiated the plan in February of 2011 and in each call the issue was resolved promptly. Best of all, there was no charge for the work because it was covered! The guys they send out are courteous and they know their stuff; I will definitely continue using them for HVAC services.

Very dissatisfied with their blatant disregard for customer service and sketchy policies that aren't clear. I waited on the phone for a combined hour and a half to get a simple answer and have someone pick up my old tank (which they refused to do at first, even though it was rusting).

Very good company with amazing professionals, they do have good knoledge of the work and very good technicians also the consumer service very impressive. they know how to accomodate my work schedule with they service,

We have been dealing with Direct Energy for about 10 years and have been very happy with the service. Last year we decided that it was time to replace our old furnace and air conditioner, so we bought both from Direct Energy and paid for the 15 year parts and labor warranty. One year after the installation, we started to see charges on our monthy bill for a heating maintenance plan ($9.99) and cooling maintenance plan ($9.99). I called Direct Energy to say that I wanted to have these plans cancelled and that I had just paid for a 15 year parts and labor warranty when I purchased the new equipment. The representative that I spoke with told me that if I cancelled these plans "it may void my warranty", but he couldn't say for sure despite the fact that I had bought the equipment from Direct Energy. He went on to state that these units were "designed to break down" and that I could go ahead and cancel these plans "if I wanted to risk it". He then listed the cost to me for various repairs to "components that fail regularly" if my warranty were to become void.

If I have paid for a 15 year parts and labor warranty up front, why would I then need to pay $20 a month to prevent it from becoming void? This charge amounts to $3360 over 14 years.

I have always been happy with Direct Energy's service and have said so many times in the past. I have to say that the sales rep that I bought the new furnace and a/c from was very friendly, professional and knowledgable, and that we were just as impressed by the technicians who performed the installations. I'm very surprised and disappointed with the scare tactics and pressure approach taken by the service rep on the phone regarding the maintenance plans., though. I'm sorry to say that I haven't cancelled these plans yet due to that conversation, and am trying to find out if there is any grounds to what he was saying.

Update - I did contact Amy at Direct Energy. She was very friendly and helpful and was able to determine that I can go ahead and cancel my maintenance plans and this will NOT void my warranty. Thanks Amy!

We came home to find that our furnace would not switch on. The house was feeling very cold. I called Powerstream thinking that the problem was with the Peaksaver thermostat, they recommended I call Enbridge Gas who said it did not sound like a gas problem. I was very frustrated calling back to Powerstream, however I finally got a technician who ruled out their Peaksaver thermostat and recommended I call a furnace repair company.. Direct Energy jumped out at me on the yellow pages and I recognized the name of the company which seemed very reputable. I am really glad that I called them because they resolved the issue within a couple of hours. It turned out to be a burned out ignitor.

I called Direct Energy's Home Services because we just had another clogged toilets as the house where we moved has old, non branded toilets. Steve (Technician ID# T8247) came to our rescue. He not only checked one toilet but all three. He plunged all of them and not just that. When I requested him to close the faucet going to the garage properly (I do not have the tools and it does not close properly by hand), he not only closed, he checked on it and eventually replaced it even if the service call is not for that problem. He really went the extra mile and beyond my expectation. He is very patient in explaining everything he is doing and cleaned up once he is done. Best of all, he did not charge me a single cent as it is covered in the plumbing plan we have with Direct Energy, otherwise, I would have spent close to $400 for that service. I'm glad we are with Direct Energy and I'm happier because they have a guy like Steve. Again, thank you Steve for a job well done. If I am Steve's supervisor, I will promote him. HIGHLY RECOMMENDED!

I received a letter from VP and General Manager Mike Ahearne telling me they have raised up the price of 20-year old water heater by 51. No additional service, upgrades or anything, just a 51 increase. The letter pretends to be responsive by offering a phone number ‘for more information’. Those people had no idea about anything, took a message, then I have received no reply. I think the unilateral price increase like that is questionable and the way they handled it with a letter that pretends to be responsive but was not is shoddy. Certainly makes me want to cancel my rental and buy one of my own – for nearly $315 a year rental- it hardly seems worth it.

Long story short, our 15 year old high efficiency furnace wouldn't come on when the cold weather hit so we called around for quotes. Direct energy sent a service guy who couldn't repair the furnace, then a sales guy who tried to get us to buy an over-priced new system, then a repair guy who gave us a quote to fix the furnace but who didn't have the right part to complete the job. After 2 weeks of calls and appointments we finally had someone show up with the right part, he had it installed within 10 minutes with the furnace up and running no problem and yet we still got billed for an hour worth of labour.

4 year old furnace installed by Direct Energy stopped working. It's under warranty so I called them for repairs. That was two weeks ago. 4 different techs have visited, they swapped out the motor and the ignitor. Each time they declared the problem solved. The furnace stopped working again 2 hours after each tech left. Now I'm told I have to wait up to another week for burners to come in from the US. It drops below freezing at night and I wake up to a balmy 9 degrees max in my house. Their solution? Space heaters until the parts come in. Next furnace I buy will not be from them.

When my old furnace died a natural death and I had no choice but to replace it, I checked around and chose Direct Energy / Perry Mechanical for the purchase and installation. The salesman was helpful and explained everything clearly and the installers were friendly and efficient. The whole process was less painful than anticipated!