Deml

They came to install my new furnace, 1st off they put a hole in the side of my house in the wrong place for the air intake and filled it with cement. After they left when the job was completed I realized they never turned the water on to my humidifier so i turned it on. The humidifier started leaking all over my floor so i called them and they showed up in 30 minutes. The fixed the original leak and found 2 other leaks and also noticed the chimney sleeve was installed incorrectly, something they had just done earlier in the day. I must admit though after I complained they did everything that needed to be corrected quickly and even came after all the work was done to double check

Our furnace was not working so we called direct energy for a repair - we pay monthly fees to them for furnace maintenance. I spent 2 hours on hold waiting to book a repair and was disconnected by their system... spent another 1 hour on hold nd nobody answered. I sent 3 emails to them explaining that I had a newborn baby in the house and needed thae furnace repaired asap - nobody ever responded to my emails... finally I had my mother wait on hold for an hour and when they answered they promised someone ould come the next day between 11am and 3pm.... waited ALL DAY... nobody showed up!!! I am currently looking for a new provider as Direct Energy does not seem to care about their customers!!!

The person who came to my home was helpful and informative when it came to fixing my air conditioner, It broke during one of the most humid days of the year and they were at my door in a matter of hours. worth the monthly cost

Having my furnace serviced was a nightmare especially seeing that I actually pay for the service yearly. I set up an appointment and sat there waiting for the service person to come. eventually the job was done but they were way out side of their "window of service"

I have been paying monthly for years for my heating protection plan and when I had problem with my furnace, I did not get help. I call Direct Energy Essential Home Services to report about my furnace problem. I was told that a service man will come next day between 5:30pm to 9:30pm to service my furnace. I waited from 5pm to 11pm and no one from Direct Energy called or came.

Q: What kind of services is Direct Energy Essential Home Services providing their customers?
Q: How many days are the customers supposed to wait in the winter before they get service from Direct Energy Essential Home Services when their furnace broke down?

Not only did I get different stories, regarding coverage, everytime I called but when they signed me up, for the premium Furnace plan - which incl. furnace service, they charged me for the service. When I escalated this, they said the person who entered the detail didn't enter this as covered, so they wouldn't honour. Not only was I out $ 300 but I also had to pay for the maintenance which I was assured was incl. in the $ 300!

Very bad service. I have 3-in-one protection plan. So I required a technician to fix my drain last month. However, the technician did not let us know he would charge us before he started job, and did not inform us we were charged after he was finished job. There was even no paper for us to sign. I contacted Direct Energy many times and the issue still has not been solved yet.

The customer service is very poor. Left my account details with the customer service representative - address for service, where to bill, pay monthly vs annual, etc.. called in following the inital registration to ensure everything was setup correctly, 5 reps (on 5 different occassions) got my info wrong, got fed up, spoke with the supervisor and executive associate, told them I wanted to cancel, offered to cancel but would still bill me for the full year. Stated that the time wasted was my own. Great customer service! poor listening skills, poor organization. Would not recommend this company!

Our furnace broke down over a Friday night. I called Direct Energy first thing Saturday morning and they send someone with 4 hrs. They temporarily got it working but said a part was needed. The part arrive by special courier later that same Saturday.

Was able to call and re-book an appointment for first thing Sunday morning.

Our furnace broken down on a Thursday morning in December (a very cold December). We called for service, and though this was not the reason for the current problem, found out our furnace needed replacement because the heat exchange chamber was cracked (service tech could not legally restart her). A sales call went in immediately and several space heaters where left with me (saving our family the cost of moving into a hotel for the night). First thing Friday, the salesperson was here and first thing Saturday the technicians were here. They worked diligently and respectfully to get us heat. I baked them a cake.