Deml

I called Direct Energy to come out for our annual furnace cleaning. They sent a rookie. Within minutes, he had our furnace in pieces on the floor, red tagged it and called me downstairs to look at the 'crack'. The crack was miniscule and when I said that didn't look like a crack but a scratch, he took a metal file to it and started filing it. After insisting he stop (he was making it much worse than it was), I had him call his supervisor. An hour later, he was still waiting for his supervisor to call him back.

After going back and forth, he finally said he was new and had just come off a course. Told me that all furnaces 'our age' had a crack in them - not true.

His supervisor showed up 4 hours later and was very rude. This is late November and we are now without heat. The supervisor said he would send out a salesman the following morning to 'sell us a new furnace' No thanks. We called in three different suppliers who all agreed that this 'crack' was questionable but they could not put our furnace back together and turn back on the gas b/c Direct Energy had red-tagged it. So we were forced into buying a new furnace.

We had also just signed up for Direct Energy's 'protection plan' which we would no longer need but they refused to cancel it. It took me three months to sort it out. Had to go to the top of the organization which took hours of my time but I wasn't going to let this go.

Bottom line - got a new furnace from another company in Newmarket who are wonderful! The furnace has been installed for 3 years now and no problems. I also uninstalled the rental water heater that we had with Direct Energy and bought a new one that we own. Would never deal with Direct Energy again.

Had tankless hot water installed to replace old freestanding tank. Installers were quick, friendly and cleaned up after themselves. Didn't mind me asking questions or having a look at their work. No problems with the tank or hot water levels. Seeing immediate savings on my hydro bill! Great job!

I have found over the years that your service and your employies have been very good. Our furnace is in the aging process and has been kept in good order with replacement parts thru your company. Thanks for being there for us.

I was with this company for 4 months until they decided to have my account suspended, they did not bother to sent me a letter that my accounts has been disconnected, meanwhile my account got transfered to the direct energy regulated which i didn't know. I kept paying this other company for months not realizing that I wasn't paying my current gas company until I got a disconnection noticed a week ago.
These Gas companies should be ashamed for doing this!!!!!!! they're a disgrace!!! they said that they try to called me....well, i never got a call!!!!!! will NEVER recommend this company.

We had an emergency gas leak and called Direct Energy to come in and look at the furnace. We described everything and waited for the technician to arrive.
One person came, stayed 5 minutes and said that he was the wrong person for the job. The cost they directly billed me for.........$100 for their own mistake of sending the wrong person....and they added it right to my gas bill.
The correct person came and did half an hour of work and billed me $800. Everyone that I have spoken too have been rude, condescending and very unhelpful.

I really feel scammed by this company. Probably my own fault for not checking them out first, but I really feel that I was over-charged and my account was fraudulently charged.

Stay away from this company!!!

Direct Energy came on a Friday afternoon for the annual maintenance on my Boiler - the young man found something wrong and tried but couldn't fix it. He advised I call for a troubleshooter. I called that night and someone was able to come on Sunday. He arrived, checked things out - found and explained the problem then fixed it.

I bought a furnace and air conditioner from Direct Energy. I also purchased the extended warranties for both of them. The salesman indicated that the first year check for both units was included for free, which sounded great to me.

What I didn't realize is that the "1st year check" means that you are signing up for Direct Energy's heating and cooling maintenance plans. I was never informed that I was signing up for this plan and the salesman left no literature related to it.

After a year, Direct Energy automatically started charging $20/mth on my gas bill. When I called to enquire what this was, they indicated that I had signed up for their maintenance plans and they had sent me reminders and terms and conditions after I had purchased the furnace/air conditioner. To be honest, I can't remember if I received any of those, and if I did, I would have thought they were the normal junk mail that I get from Direct Energy and threw them out. They may even look suspiciously like their junk mail to fool you.

I asked to cancel the plans since I don't need them for brand new units with extended warranty protection. They informed me that I would be charged a penalty for cancelling and that I needed to continue the plan until the annifersary, which is a year away.

BUYER BEWARE! When the salesman offers you a "free" first year check on your Direct Energy units, it is a scam. Their sales pitch is misleading and they will never inform you that you are signing up for their monthly maintenance plan, which automatically kicks in after a year unless you cancel it.

The two persons (a middle eastern male and an asian woman) appeared to be good in explaining the benefits about the contract (the male were doing all the explaining) When I inquired about the early termination just in case I am not satisfied with the services, he pointed out an amount in the contract (even encircled the amount) that I have to pay $120. which is good enough for me. Recently, when I called to terminate the contract I was told that I have to pay $400. and the lady who answered me over the phone was not helpful at all which is one of the many reasons why I am not satisfied with the service. They claimed to be a sister company of Direct Energy Regulated but their service is far too inferior. I just want to go back to Direct Energy Regulated but $400. is too much for a one income earner family of three.

Direct Energy came to our home and switched off our boiler because they alleged it was emitting CO2 even though the alarm we installed to detect CO2 never went off once. After the boiler was declared defunct, we had no choice but to purchase a new one. Direct Energy appeared to give us a great deal on a boiler plus aircon so we went with them. Three appointments and many weeks later, we were told that the air con could not be installed because of the home layout. We were pushed into buying an expensive and very loud boiler but once the heat went off in the house, we had to wait 6 weeks for someone to come to invesitage. Maintenance was part of the package. One can only assume the technicians were all out switching off other people's boilers because they were emitting CO2. Shame on fraudielent officials and the technicians that work for them under such shady practicies. Shop around and get better value elsewhere.

Three years ago we purchased a furnace from Direct Energy...the service personnel were friendly and respectful to my questions. This week our flame sensor malfunctioned. From making my appointment with the representative to the technician servicing my furnace went very smooth. All were courteous and respectful!