Deml

When I signed the contracts, Direct Energy told me that new replacement of entire faucet unit is not covered but reapirs of faucet such as replacing washer is covered. When I called them for faucet repair, they surprised me by saying that faucet reapir is not covered at all! I had already signed-up contract and had passed 30days of period when I could have cancelled the contract.

Since I am forced to pay them for the rest of the contract period, no matter what, all that they do is keep bouncing from one person to other when I ask them that why I was misled while signing up contract about things that are not covered.

So anyone planning to sign-up for their plumbing services, don't go by what they say over phone, read the contract and make sure to give the call to cancel it beofre 30days if tehy do not cover what they say is covered over phone. You might want to go for other options in the market, as Direct Energy in my opinion is not worth spending your money.

It looks like Direct Energy is no different than those companies come on your door with clip board to sign-up contract, probably Direct Energy is a bigger fish and swallows your money big time! Customer service is nothing but just a lip service. For last two years, they haven't even managed to correct my information in their system. My experience is service contractors ususally come late and don't even call you if they can't make it in given time frame of 4 hrs. After signing up contract, for my first two scheduled visits, ttheir plumber never showed-up, nor did he called to keep us informed. Overall, a frustrating experience.

I had my yearly furnace cleaning done on Sep 29th, 2011. I was not personally home at the time and did not realize red tag was issued due to the proximity of a bed placed in the basement close to the "furnace and water boiler /laundry" room. We have lived in the same house for almost 3 years and never was this an issue before. Red tag issue date was incorrectly put as JULY 29th, not September, so needless to say I found out on Oct 12th that our gas was shut off as the tag gives you 45 days to fix the problem. First, I as a home owner was not aware of the Red Tag and second it was issued under wrong date. This morning I had another tech come and do 2nd review and still gas wasn't turned on unless we BUY/RENT more expensive unit or "re-organize" our bsmt, which would mean spending anything from $500 to $1000. We don't have cash available for such adjustments and are left without heat and hot water with 3 kids in the house. The Direct Energy sales person may be able to come tomorrow night to discuss my options. I was told it may take up to 2 weeks before I can get a new unit installed if we decide to go thru that route. I have a big problem with this scenario, Direct Energy tech made a mistake with the date, but if the gas is turned off, nobody can help us. Where are the customer's rights?????? I will definately cancel my heating plan with them if this is the kind of service we "deserve"!! I understand the code is what it is, but if a mistake is made, it should be corrected and the technician in this case should be reprimanded as he has caused a very big problem for us. I would like a manager to contact me asap. Thank you!
Update Oct 15th: our gas was turned back on 2 days ago thanks to Leslie at the Head Office and Richard at the local Brampton office. They recocognized that mistake was made on dating the red tag and now we have until mid November to fix the problem in regards to the water heater venting. Thank you.

I had booked an appointment for the annual furnace maintenance at my seasonal property for Saturday July 30th, between 10:00am and 2:00pm. Nobody called and nobody arrived! I called the customer call line and was told that the technician would be there in the next 4 hours. Nobody called and nobody arrived! I called customer service and was told that the technician had called and that nobody was home. This is simply not true. Notwithstanding the fact that there were no fewer than 12 people at the property at the time, and there were no messages left on the answering machine). I then rescheduled an appointment for October 8th between 2:00pm - 6:00pm. Nobody called and nobody showed up! I called customer service and was told that the appointment had been rescheduled for October 9th between 2:00pm and 6:00pm, and that the technician had called twice to tell me that a high priority call had come in but nobody was home. This is simply not true, and once again, there were no messages left on the answering machine. I told customer service that the appointment the next day between 2:00pm and 6:00pm was unacceptable and they were able to reschedule the appointment the next day between 8:00am and 12:00pm noon. The technician did arrive the next day on time, and performed his service work. When driving off my property, he drove into a 2 foot high garden wall, and totally pulled it apart. He attempted to re-build the wall (composed of 40 lb blocks of rough stone) but was unsuccessful, and drove away without telling us about the mishap, and leaving my wife and I to re-build this wall. This company "Talks the Talk" but certainly does not "Walk the Walk"

I was very happy with the work done on my roof. I was at work while the work was done and never would have known when I got home that such a big job had been going on while I was gone. The clean up was terrific. I wasn't worried about puncturing a tire on the driveway. They followed up and the payments didn't start until after I signed off saying I was completely satisfied with the job.

I am very satisfy with responce from direct energy to after purchase support to check my fridge they come on time explain & resolve my issue
now no problem i liked good

How excited can you really be about a roof? If the job is not done by a reputable company you can have real issues! What can I say about Direct Energy? They exceeded our expectations, creating a visual pleasing look with attention to detail, amazing customer service and best yet, an extremely informative and knowledgeable sales professional. We were delighted! Don't look anywhere else....

From the time a tech came in to inspect to the time the tank was installed everything was done in a very professional and efficient manner. These representaives did not disappoint.

I had direct energy come to my home for my furnace not blowing cold air. The technician was trying to sell me a new furnace. My current furnace is only 12 years old! I paid for the diagnostic and called my local company to do the repair.

My central airconditioner of 22 years was not working. I thought because of its age the compressor was finished and I would have to purchased a new cental airconditioner. I called Direct Energu and the serviceman came and told me it was just the thermostat. I was very happy I didn't have to puchase a new air conditioner.

The technician came as scheduled and he performed the maintenance of our furnace professionally and efficiently. Even setting up the appointment was a very easy process and the customer representative was very nice!