Deml

From the time I placed a call with the customer service rep requesting a service call on our A/C unit that just would't start up to the time the tech arrived and repaired the unit. The service and knowledge of both were Excellant!

We have had nothing but great service from Direct Energy for years now and it still continues today. They perform good quality work, stand behind their work and are always pleasant and personable. We have no hesitation in recommending them to others for whatever HVAC job may be needed. Thank you.

I noticed in the morning that we were not getting hot water. I checked the water heater and the thermostat indicated an error code (LED's were lit in a certain sequence). I called DE and was connected to the customer service department in under 2 minutes. The customer service rep I spoke to was quite courteous and helpful. She gave me a few options for a service window. The technician arrived at the early side of the service window, which I was pleased with. He diagnosed the issue very quickly and replaced a defective part on the water heater. We had hot water again in less than an hour. (The parts and labour were covered under our rental contract for the water heater.)

If every company delivered service like this, the world would be a happier place (and we probably wouldn't need websites like this).

We received flyer for annual maintenance for furnace
thought cost was a bit high however furnace was older
They came in cleaned it found it needed a part, ordered
it, back the next day replacing it and the cost of part was more than the one year contract, we are staying.

Called Direct Energy to ask when the technician would arrive; first customer service agent says he does not know; supervisor says he does not know and finally after waiting on hold for 20 min - told the same thing by a customer service manager. It's like dealing with the phone company or airline - customers at Direct Energy seem to be a problem; something to consider when comparing quotes.

Recently we had our hot water tank stop working, due as it turned out to be from a faulty flammable vapour sensor that would not reset. It was so nice to get a person to talk to immediately after phoning for service and only briefly having to punch numbers into my touch tone phone. As it required two visits, one to determine the problem and one to fix it, both times that we called the service was excellent. The techician did not have the required parts on his truck but by the time I got home from work the parts were sitting at my front door, delivered within 4 hours of his first call. The next call to schedule the installation was as good as the first. Both technicians were very friendly, the installer answered all my questions and even helped me look at another problem that I had been having with some of the venting on my furnace. Many thanks to all involved for the work that was done.

The furnace protection plan with Direct Energy is really worth it. It includes an annual cleaning, and when the Service Technician came he discovered the board all wires connect to was malfunctioning. Even though he was only here for the cleaning, he got permission to repair the furnace on the spot (for free) which was very complicated as the board we have is no longer manufactured and he had to replace it with a new one and then re-wire the whole board - a complex task. He then checked to make sure every aspect of the furnace with the new board was working properly. All this took a few hours of concentrated work - and it was free with the furnace protection plan. The site would not let me enter zero cost so I put $1.

Giving the client a window of four hours to wait for service is ridiculous as it does not respect the client's time. They should notify the client as to what position within the four hour period their visit falls. If you work from home and are occupied on the telephone the technician will not wait, and that was clearly stated when the appointment was booked.

I had a Direct Energy technician come to my home recently for Furnace Maintenace, covered under our Home Protection Plan. He was very knowledgeable, professional, and friendly.
He serviced my furnace and was on his way in no time. He was on time, efficient and respected my time as well.
I would highly recommend Direct Energy for all your Heating and Cooling needs.

When I was not satisfied with its service and decided to cancel my contract they billed me till the end of the year. So be very careful when consider them as your service provider. Good Luck!