Deml

I had heard negative comments about the protection plan however my recent dealing with Direct Energy has dispelled all that. My furnace broke down and from the time I called within three hours I had an technician at my door and my furnace all fixed.
I was very impressed from the very first and only call I made to the knowledge shown by the repair person.
I have urged my collegues to seriously consider opting for the protection plan offered by Direct Energy because this plan saved me a substantial sum of money.

We've always had "not so great service" from Embridge when it came to both Heating and Cooling Plans. It seemed that when they got the business, they didn't want to perform the work properly, if at all. We had a new furnace installed 5 years ago, so when the warranty expired, knowing we really had to have somekind of coverage, I called Enbridge back to arrange to be setup for the Heating Plus Plan. At this time I voiced my concerns about lack of service by the technicians to the representative. Within a week another representative contacted me saying that if at anytime there were problems, to contact her directly, leaving me her name and number. Within about l month the furnace went on the fritz. With an elderly person living in the house with us and sub-zero weather outside, they made us a priority. We were treated with respect by both the telephone representative and technician. They were at the house within a reasonable amount of time (we have a fireplace for backup), all work was completed, and any questions answered. If what we experienced is forthcoming - Enbridge earns my respect!

I have a protection plan with Direct Energy for my furnace. At noon on Saturday i noticed the house was getting cold, and when i checked the furnace I noticed the flame was shutting off within seconds of coming on, so i called Direct Energy. The call was answered promptly, and was given an appointment on the same day at 5-9PM. Technician showed up just after 5PM, was courteous and professional, and repaired the furnace. Technician also checked the overall health of furnace, as well as, my air cleaner, and gave me a few tips on how to take care of the air cleaner. It is rare to get this type of prompt and corteous treatment these days. Direct Energy is doing a great job, and i wish other companies would learn from their example.

Well, I have been pleasantly surprised with DE. When the hot water ran out just before Christmas 2010, I called in a panic, but the woman who answered was very pleasant and understanding and sent a technician out within a few hours. My hot water was restored (at no cost since I rent from DE), and all was good.

I am cautious of this great review, as I am now out of hot water again. I just called DE, and got a woman who was very pleasant, and she has arranged for a technician to come out tomorrow between 8am - noon.

I'll update this to let you all know how it goes...

I enroled in the Total Home Protection Plan with Direct Energy as my furnace is quite old and I am not in the position yet to replace. The past calls and yearly inspection has always paid for itself. My call on Jan. 3, 2011 was rather important as my furnace was emitting a very high pitched sound. I called Enbridge and they immediated set up an appointment for same day service. The technician was here within the 4 hour frame and the motor to the furnace was replaced within an hour. I am pleased with all aspects of the Home Protection Plan and highly recommend it!

Overall staff was very friendly but they have not fixed the problem. The tech adjusts the part but it fails within 2 days and I have to make another call. This is the 5th call for the same problem over about 7 month. The tech doesn't seem to have the history on our calls and they never leave any receipt of what was done so we can validate it and keep track of the problems. Another call is required.

My furnace stopped working in Oct. when I called a service rep. was able to come that morning and the problem was resolved. In Dec. once again the furnace was not working and I received prompt service to remedy the problem at no cost to me. Everyone involved from the phone conversation to the service rep.were exceptional.

The technician thoroughly tested and checked our furnace, looked into our circuit breaker if it is functioning, tighten up the screws and thoroughly cleaned up the parts even checked up the humidifier. On previous year he recommended that we call their office to change our water heater. The company changed our water heater due to rust.

We returned home Mon. night about 8:00 to a freezing house. We called your company who said that the 1st appt. was Tues. 12-4. At 3:50 no-one had shown up. There was NO communication from you. We called DE and were that the operator could do nothing until 4:00 p.m. That seemed ridiculous to us. Why couldn't investigate our problem at 3:54 We called back at 4:04. However, we couldn't get through and had to listen to your recording telling us how important our call was for 45 min. until we were disconnected without having spoken to anyone. Finally there was a call from your office at 6:00 telling us that your truck had broke down and the technician was running late. The young lady we spoke to said at 3:00 p.m. when she arrived, she was given 6 phone calls to make. Does it take 3 hrs to make 6 calls? You arranged for a technician to come at 6:30 p.m. He did and made a repair. Our house temperature had dipped to 10 degrees C.
This morning when we awoke the temperature was 17 degrees. The furnace worked for one minute and turned off. We called AGAIN. We were told the earliest appt was between 6 and 10 p.m.- a third day without heat. Our plans for last night and tonight were cancelled and with your record who knows if the technician will show up between 6-10 p.m. We have to stay in this ice box of a house to wait. Since this was a repeat call, why could we not be put in a priority position? My fingers are so cold, I can barely type these words. You actually call this Customer Care? Bonnie Lilien 416-653-4748

The service man was right on time, explained all the good & bad features of the furnace quickly and to the point. Was a great help for us to understand the heating system in this our new house. Thank you Don