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2.8 138 Reviews

Direct Energy Services Complaints Summary

61 Resolved
77 Unresolved
Our verdict: Dealing with Direct Energy Services, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Direct Energy Services reviews & complaints 138

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8:50 pm EDT
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Direct Energy Services Automatic renewal of contract

I had a 5 year gas contract with Direct Energy which got completed in Aug 2009. I never consented to renew the contract with Direct Energy. Now I have received a bill with Direct Energy rate of 3 times the market rate for the gas. When I called Direct Energy they advised me that they automatically renewed the contract for 1 year at a predetermined high rate. I requested them to cancel the contract immediately, to which I was told that I will still be billed for next 2 billing cycle at such a astronomical rate. By doing a search on internet I noticed that I am not alone in getting cheated like this. Is there any consumer protection against such practices?

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Robert Meyer
Niagara Falls, CA
Jun 15, 2010 10:49 pm EDT
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I can't assist in all cases where consumers are encountering problems with Direct Energy, but if you entered into a natural gas supply contract with Direct Energy / Enbridge Home Services in Ontario around 2002, and your contract was renewed without your consent, I've set up a free website (directenergyrefunds.blogspot.com) showing you how you can potentially claim a very large refund from Direct Energy, as I've done.

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renold
Markham, CA
Jan 23, 2010 2:39 pm EST

My contract was also renewed without my approval. I call them to cancel but they said there will be $225.00 panality I have to pay.

Please advice

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renold
Markham, CA
Jan 23, 2010 2:36 pm EST

It happend to me too. What can we do?

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OttawaON
Ottawa, CA
Nov 23, 2009 9:22 pm EST

Direct Engergy are a bunch of crooks. After my 5 year gas contract, they took the liberty of renewing my rates at four times the going market rate and called it "protection." What a scam. Never do business with these scam artists. I should take them to small claims court for unilaterally ripping me off.

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Direct Energy Services Double billing for cooling protection plan

In March 2009, I was charged for two (2) Cooling protection plans - Double billing. I have called Direct Energy 5 times and each time I have been told it will be corrected in the next 1-2 months. I was told today that I will have to wait until the end of the contract term Mar 2010 to see if I was over charged.

Each time I have called I was told it would be corrected and that I would be credited the amount, now I'm being told I have to wait another 5 months befor I find out if it will be corrected - WRONG!

Direct Energy has said that if I did not pay they would turn it over to a collection agency after 3 months, why then must I wait 12 months? That is completely unacceptable.

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Direct Energy Services Customer service

As like many others, I have had several problems with Direct Energy. I felt the need to not only let consumers know, but also those running the company. I am sincerely hoping that making these key persons aware of how the company is operating, some changes will be made. I would encourage people to write kind, factually-based letters if you are looking for things to change. Here is the contact information that I have found:

Direct Energy
Attn: Chris Daugherty
5400 Frantz Rd., Suite 250
Dublin, Ohio
43016

Direct Energy
Attn: Genny Futrell
5400 Frantz Rd., Suite 250
Dublin, Ohio
43016

Direct Energy
Attn: Karen Shallcross
5400 Frantz Rd., Suite 250
Dublin, Ohio
43016

Direct Energy
Attn: Lisa Frizzell
111 5th Ave. S.W., Suite 1000
Calgary, Alberta T2P 3Y6
CANADA

Direct Energy
Attn:Bruce Andrew
25 Sheppard Avenue West, Suite 1500
Toronto, Ontario M2N 6S6
CANADA

Direct Energy
Attn: Maura Clarke
12 Greenway Plaza, Suite 600
Houston, TX
77046

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bradpaquin
Sherwood Park, CA
Jun 01, 2011 2:08 am EDT

My wife called and added our new house last September. We had 2 houses on one account through the winter and paid everything in full each time a bill came. Yesterday Atco (Alberta) shows up and tells my wife that they are at my house to disconnect as 'no customer application for service' was received... in 10 months! I call thinking this is a mistake and then I get my first experience with Direct Energy "Customer Service"... FML!

Long story short... I'm boiling water for the kids bath... getting a bill for an entire year and have company coming tomorrow with service not being reconnected until they leave... BEST part of this story... the supervisor at Direct Energy told me that not contacting me for 10 months (no letters, calls, nada) WAS MY NOTICE! Way to reach for that rainbow [censored]es!

I am switching to Enmax on Friday and everyone I talked with since discovering just how ###ic this company is has told me that they have had similar experiences and wouldn't touch Direct Energy on a bet... live and learn I guess.

If anyone asks me from this point on... I'm tallying them to stay away from these clowns... maybe they can go back to whichever country their customer service department is in...

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Direct Energy Services Terrible company

Last summer I had a Direct Energy canvaser come knocking on my door. He told me that if I switched to direct Energy, I would get a lower rate for gas and save money in the winter than if I stuck to Maintoba Hydro. This turned out to not be the case. I am paying a few points higher than my local energy and gas company and I am on a 5 year contract that is supposedly expensive to get out of. I called Direct Energy and they said that I shouldnt've been told that I would be paying a lower rate. Now I'm stuck in 5 year contract paying over $300 for gas a month.

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Tommy
, US
Jul 11, 2009 1:22 pm EDT

Last summer I had a Direct Energy canvaser come knocking on my door. He told me that if I switched to direct Energy, I would get a lower rate for gas and save money in the winter than if I stuck to Maintoba Hydro. This turned out to not be the case. I am paying a few points higher than my local energy and gas company and I am on a 5 year contract that is supposedly expensive to get out of. I called Direct Energy and they said that I shouldnt've been told that I would be paying a lower rate. Now I'm stuck in 5 year contract paying over $300 for gas a month. Who the hell can afford that on a modest income?

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Tom Dowling
Hamilton, CA
Jan 02, 2010 5:22 pm EST

PRESS RELEASE DECEMBER 2009

The Energy Scam Why are we paying triple the going rate for our energy?

I recently discover the secret to my soaring energy bills, It wasn’t that I had the thermostat turned up to high, it wasn’t that I was leaving lights on over the house, it wasn’t that I ran the A/C all summer long even when I was at work, no it was much more serious than I thought, the more I tried to conserve the higher my bills seemed to be and there was nothing I could do to control it.

I had to go back in time to unravel this mystery all the way back to 1997, to the lure of saving money on my energy bills, to the lure of a badge wearing, clipboard carrying sales rep standing on my front stair explaining how I can save a bundle, just sign here! What a scam.

Oh sure if I could find a copy of a bill from 1997 they may of saved me a penny or two on my energy cost you know at that amazing introductory rate but that time has long since pasted. Today they have jumped their rates to more than triple the rate charged by the Gas and Electricity Companies that they had warned me about, with their surcharges and this and that charges that they can’t even keep strait and my favorite “if you want to get out of this it’s going to cost you a bundle” charge, they have managed to send my energy cost sky high.

I was talking to a friend who is in the bankruptcy industry and they have actually had clients filing for bankruptcies this year and the main cause listed for their bankruptcy was The Energy Scam. It seems that third party billing companies are running up bills so high they are becoming unmanageable for some and a real strain for most people to the point of total economical stress.

I think it’s time we speak up and that these companies be held accountable, that controls be put in place to regulate them and protect individuals and business from energy scams.

ENERGY SCAM CONTINUED…………………..

It all started to come to light when my friend in the Bankruptcy Business had mentioned that clients had listed the cause of bankruptcy as “The Energy Scam” I thought I better have a closer look at my energy cost, because for a while now they have seemed a little high and I’d done all the conservation checks to make sure I wasn’t wasting energy, you know check the water meter to make sure I didn’t have any leaks at a toilet or tap, installed a programmable thermostat, trained my teenager to turn lights of when he wasn’t using them anymore, put a timer on the swimming pool so the pump only runs when the solar heater is being cascaded with sun. We put in a high efficiency furnace, replaced the hot water tank, increased the insulation in the walls and ceiling I thought we would save even more but oh no are energy bills kept going up.

We started to look at the bills and went back comparing our usage, we were down from last year but the bills kept getting higher. First I contacted the electric company Horizon Utilities; I wanted to know what their rates are and what it would cost me if I was being bill directly from them instead of Direct Energy.

After talking with Horizon Utilities I knew I was being ripped off. Let’s see if I was to pay for my electricity directly from Horizon Utilities my electricity bill would have been $112.02 plus GST instead of what Direct Energy charged me which was $334.78 plus GST. Now I think it’s time I have a little talk with Direct Energy, If you think I was upset when I realized I have been getting scammed you would be right but that was nothing compared to how angry I became after I had to deal with a double talking customer service rep. at Direct Energy. Amongst all the double talk from the Direct Energy Rep. I was able to decipher a few things, first being if I want to get out of the contract it’s going to cost me over $300 they base it on how much time is left on your contract it could be more or less then what they want to charge me. That on my bill and yours you will see a charge for Provincial Benefit which in my case was $74.75 this a fee Direct Energy say’s that the electricity company applies to the bill, I checked with the electricity company and was told that the Provincial Government applies this charge to third party billing not the electric company, the electric company is just passing it on as they are required to do so. So why would I or anyone else want to pay additional charges that only apply to third party billing when we could by direct from the electrical company and why was this detail never mentioned by the badge wearing clipboard carrying sales rep who stood on my door step telling me how I could save money if I signed up with them. I don’t see any savings just Direct Energy dipping into my savings.

Hang on I’m not done yet, now I want to look at my gas bill, seeing how my third party supplier is Direct Energy as well. As I mentioned we have reduced our gas consumption by replacing our furnace and hot water tank but my equal billing has shot up from around $125.00 per month to $196.00 I don’t understand this if my prices are locked in with Direct Energy and my consumption is down the how did my gas bill go up, I better contact Union Gas and check into this. If I can find out what it would cost me to by my gas from Union Gas compared to Direct Energy’s rates I might be able to make some sense of it. When I contacted Union Gas the helpful customer service rep was able to provide me with a breakdown of their pricing. The facts are clear, if I bought my gas from Union Gas I would be paying 11.33 cents per cubic metre rather than the 37.90 cents per cubic metre that Direct Energy charges me, more then triple the price “but you’re going to save money if you sign with us” Ok, how’s that working out for me. There’s more, Union Gas Transportation Fee, Union Gas price 4.07 cents per cubic metre Direct Energy 6.968 cents per cubic metre, Storage, Union Gas price 0.99 cents per cubic metre Direct Energy 1.99 cents per cubic metre.

I thought I better cancel this contract as well; Direct Energy wants over $700 as a cancellation fee.

In both cases I asked to speak with a supervisor they wouldn’t connect me, only when I told them I was going to go public with this they put my call to accelerated priority and a representative would contact me within 2-4 business hours, that was December 17, 2009 haven’t heard from them and chances are I won’t.

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Direct Energy Services Sales agents lies, marketing material false

On October 15, I allowed a Direct Energy sales agent by the name of Andrew Atkinson into my home to discuss Direct Energy’s Electricity Price Protection Plan. Mr. Atkinson was pleasant, polite, and seemed quite informed when he answered my many questions. I was hesitant to change from our utility, however, agreed to the contract in good faith believing that the fixed price would hedge our exposure to higher prices. I asked the sales agent what rate we were being charged by PowerStream, and I was told by the sales agent that we are currently being charged 7.9, and by us signing up at 8.9 with Direct Energy, we will only see a very nominal increase, if any, as “within the next few months our utility would be charging more than 8.9”, since energy costs were on the rise. Another important question the sales agent answered without hesitation was the fact that we have the smart meter. I asked whether our rate would fluctuate based on consumption and time of day usage, as specified by the smart meter literature. Mr. Atkinson assured me that the 8.9 rate that we were signing up for was for high consumption time and that there would be a cost break based on time of day usage. He stated that he did not have specific information, but that we would be receiving from Direct Energy should we decide to go ahead with contract. I trusted that Mr. Atkinson was providing factual information, honestly, and I was happy to see that Direct Energy was providing a green plan alternative.

In my recent conversation with Direct Energy, they state that I did confirm contract on phone, so I might have confirmed by telephone, but I am not 100% sure what I agreed to on the phone until I receive the recorded phone call from Direct Energy, which is apparently in the mail. However, at that time, I actually believed that I did not confirm the contract on the phone, and during the months of November and December, I had tried contacting Direct Energy at the number the sales agent provided me at [protected], as we had received notification from PowerStream of our supplier changing and I was concerned because I thought I did not confirm by telephone and I wasn’t sure if I wanted to change our supplier. I tried to make several calls before December 24, 2008, deadline and the said phone number (on the Direct Energy brochure ) was always busy. At the time, I did not recall confirming anything by phone. I believed the contract was null, so I did not worry about it, so I did not pursue any further, regrettably.

However, we now received our energy bill for January to March and our current bill is more than $200.00 than what we had paid with PowerStream. When we received our bill, I contacted Direct Energy to find out the rate we were being charged because under the bill description, no specific rate is provided, just Direct Energy Cost $300.00. I was told we are being charged 8.9 based on consumption amount provided by utility. I asked regarding smart meter and the representative told me she was not aware of any information on smart meter and I would have to call my utility. I contacted PowerStream to ask about smart meter rates and usage times and I was told that because we signed on with a retailer that the smart meter is void. In addition, I also learned that our rate with Powerstream is 5.6 and the highest being 6.5.

As per the above, I believe that the sales agent intentionally lied to me in order to make me believe that signing up with Direct Energy was in our best interest. And, at the time, I was not aware on how to read the energy bill, or else I would never have believed what the sales agent said, or signed up with Direct Energy.

Regardless, I was lied to firstly in order to allow the sales agent to talk to me, as I generally do not speak to any door-to-door solicitors. I was encouraged to talk to Mr. Atkinson because he mentioned “Direct Energy’s carbon credits and renewable energy”. In consequence, I was lied to in order to agree to signing up with Direct Energy. I was made to believe that Electricity costs were rising, when in fact they are going down, I was made to believe that if I didn’t sign at a fixed rate, I will be paying much higher rate with my utility, which again, was a lie, as we were and could be paying a significant lower rate. I, at the time, was regrettably an ignorant consumer and trusted the information being presented to me, both by the sales agent and Direct Energy’s marketing literature.

In my investigation of electricity rates and consumer information, I have learned that Direct Energy is charging the highest rate compared to its competitors, however, their sales people are making innocent and ignorant consumers believe that they are saving money, when in fact, Direct Energy is the “big bad wolf in sheep’s clothing”. Direct Energy is intentionally misleading consumers with bogus facts, fearfully coursing consumers into a fixed rate contract for their own financial gain. I am regretful that I believed that a large company in Canada could not falsify their marketing literature and allow their sales agents to outright lie.

On April 14, 2009, I contacted Direct Energy to cancel our contract with them for these reasons:

1. I do not recall confirmation contract by telephone

2. We were lied to and mislead in order to consider and sign contract

3. The fact that we live in an area with smart meter - we would like to conserve energy and receive a cost break for that and the contract with Direct Energy is not compatible with the smart meter decreased rate system.

I am awaiting the cancellation letter from Direct Energy with specific amount of penalty, as well as a recorded copy of the confirmation phone call. However, I was told by their customer service representative that I cannot cancel my service with them unless I pay their cancellation penalty, which will be over $400.00. I told her that I refuse to pay any penalty for canceling the contract. I believe that my consumers rights have been violated and I believe that my rights are protected under the Consumer Protection Act. I trust that since I am dissatisfied with the service provided by Direct Energy and I have advised Direct Energy within 6 months of commencement of service, I am protected against penalty.

She said a contract is a contract and they have a reaffirmation call confirming our agreement. We have no choice, either pay the penalty or keep them as a supplier.

Really, I would rather pay a lawyer for time to resolve this matter than to give Direct Energy another cent of my money. They have us consumers through their deceit by the "b*%(@*^%! And, what we have no choices, no resolution to help us!

I have placed a complaint to the Ontario Energy Board, sent a letter to my MPP, contacted the Star and our local paper, the Citizen regarding Direct Energy’s falsehoods and marketing gimmicks, in addition to the fact that all the Energy retailers are allowed to solicit door-to-door making people falsely fearful of rising energy costs. I am hopeful that these marketing tactics will be investigated and eradicated for consumer protection.

I will ensure that when our Gas contract comes up for renewal in two years, we will not renew with Direct Energy and I will have had done my homework to ensure that we sign up another gas supplier, who hopefully provides true, accurate, data that a consumer can trust.

I will also assure you that I will do my own door-to-door marketing in my neighbourhood and approach other consumers to provide them with the information that I have learned. I trust that I will help others make an informed decision whether to be a customer of Direct Energy. I am hopeful that many consumers will see the benefit of not renewing/cancelling their contracts with Direct Energy.

I am very dishearted my our choice and maybe we will be stuck paying for this hug mistake. But, I am hopeful with other consumers aware of this large companies tactics, that they will start losing customers, no matter the cost to us.

thank you.

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Electricity for Me
, US
Sep 26, 2017 1:55 pm EDT

Electricity for Me is a premier, Houston based, electricity contrast service focused on offering best-in-class customer care as well as the most affordable feasible power rates. While Electricity for Me supplies competitive electricity prices to commercial and household Texas consumers, the business boasts sector leading product and services to make certain most affordable possible prices together with eco-friendly products.
https://www.electricityforme.com/
5757 Woodway Dr #270b Houston, TX 77057
[protected]

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parsia
Richmond Hill, CA
Sep 14, 2009 12:42 pm EDT

I have basically experienced everything you have word for word except that my termination fee is $802 and it is one year after the signing the contract with them. my last electricity bill was over $400. I almsot had a heart attach when I saw the bill and when I compared my Kws usage to the same month the year before, it was almost the same with two and half times the price.
does anyone know what my options are. should I use a line of credit to pay the termination fee and go back to normal or there is a legal mean that I could find assistance from?

JGraceyStinson
JGraceyStinson
Orillia, CA
Apr 22, 2009 6:27 pm EDT

You've done all the right things. Maybe you should sue them. I wish I could offer some further suggestion but I can't - have you had any reply from your compaints?

We live in a town that has three of their own generating plants, and we still get these guys from Direct Energy, which we've always said no to. The last one blatantly told me they were working "with" our supplier and that we no longer generated our own power. Lies, which I was aware of cause I know a guy who does maintenance work on the power plants. I guess I wasn't the only house because the next night there was an article in the newspaper from our power company stating they never ever send representatives door to door.

I hope you get sorted out and that all your hard work pays off.

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Direct Energy Services - Protection plan rip off

I signed up for a heating protection plan in 2009 and was paying 20.99 per month. In one service call I was told by a sales representative from Direct Energy that there is a more comprehensive plan (Total home protection plan) that covers air conditioning and plumbing, etc. for additional 9 dollars. The sales person explained that I will be receiving the...

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Direct Energy Services Billing scam

Has anybody else been experiencing this? Direct Energy does not take a meter reading, but makes an "estimate" and bills you on that "estimate". After a period of about 6 months, it "corrects" the estimate with an actual reading, and invariably refunds you for its high estimates.

This is a neat scam by Direct Energy to sock its customers for interest-free "loans" under the guise of making "estimated" payments.

My bills are as high as $100 each month based on my actual reading versus their"estimate".

Shame on Direct Energy for bilking its customers to finance its operations interest-free.

Any class-action lawyers out there?

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erinedmonton
Edmonton, CA
Sep 16, 2010 12:24 am EDT

This isnt the first time i've had some kind of issue with direct energy...2 months ago (July 20) my gas was shut off (without a warning call or letter). I heard rustling around in my backyard and found an employee trying to hurry out, I asked him what he was doing and he told me "just checking the meter" I asked if there was some kind of problem with my gas/bill since I got an odd feeling from him and he told me "no, theres no problem" as he rushed out the gate. I didnt find out til just after midnight when I dyed my hair and went to have a shower and rinse it out that they did shut it off! I had to rinse out my dye and had no choice but to stand under freezing water for 20 minutes to do so!
I called the next morning and they said my bill and to get my gas reconnected was a total of $260. and that my bill before they cut it was only $200. ! Since it's the summer they are allowed to cut you off as they wish even if you owe only $10.
I cant afford extra costs on anything, I'm a low income family living with my common law husband and our two toddlers. I decided to just wait it out until the end of summer to pay and reconnect.My whole family has had to go to my parents to shower, i have to boil pots of water if I need warm water! It is now Sep.14 and got a bill in the mail saying I owe $345. not including reconection!
I called and asked how my bill went from $200 to $345. in two months and dont even have the gas connected?
Thats approx. $150. ?
I called to ask them to explain this but the guy i talked to couldnt figure it out either?
I dont think he even understood what my issue was since he kept telling me it's my late payment fee (which is only $4. )
So I'm still trying to figure it out myself and get this sorted out somehow!

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Direct Energy Services Billing/meter reading

We received a bill from Direct Energy today for over $900. When I called to speak to a rep. she gave me my meter reading for the past 4 months. All of them were around/averaging 80, 000 except Decembers reading which was almost 800, 00 (over 100, 000 more). We did not have any extra appliances and we didnt even put up Christmas lights or have a Christmas tree. They said that the readings were accurate and put me on hold to call Ancore to verify (Ancore owns the meters). At that, we just moved into our small home in November. We had Direct Energy prior at our apartment and when we moved Direct Energy was suppose to mail us our $250 deposit. We never saw that check they owed us but instead put a credit on our account. When I paid our bill in January it was $193 with a zero balance after the payment cleared. Here I am today wondering how my new bill is over $900. They say this balance is pre-existing from the month of February, the month they credited my account, the month I never received a bill, and the month my meter read almost 800, 000. Thats over 100, 00 more than normal for us. What should I do?

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me in texas
Arlington, US
May 31, 2009 8:04 pm EDT

each month my electric bill comes higher and higher and mos of the tme i'm not even at home to us alot of electricity!

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AC107
Port Huron, US
Feb 24, 2009 2:54 pm EST

File a complaint and request/demand, a dispute hearing pronto! Bring all your old bills that you can find, and all the canceled checks or money orders that you have. Make them PROVE that their reading for such an exaggerated amount is VALID! If you prove your case and you are correct (which most likely you will be) then tell them you want any refunds due you (if you have any coming) to be paid in full by check not credit! It is YOUR money and you don't have to accept a credit. And let them know that you will be checking the meter yourself and writting down what it actually reads every month from now on and that any future "mistakes" will not be tolerated.If they somehow are proven to be correct (doubtful) then set up a payment arrangment.

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Direct Energy Services Cut off power

I've had several problems with this company. First with the billing. They didn't send the bill the first two months or so and their explanation was the person supposed to come and read the meter was not available. Recently, they cut my service saying I didn't pay the last month bill. When I called and said it was paid but I didn't have the transaction number ( I needed to look on my bank account on line) they said I could pay on the phone to have the service reconnected, and you know it will take 24 hours to be reconnected.

The next day I had to call from work and try to get someone to help but nothing happened. My husband called me and asked what did I do because they reconnected the power very soon in the morning. They waited after my husband went out for a moment. He saw the car of the company getting out the building when he was getting back home.

No sorry calls or notes. I switch to another company just now. It's all bout costumer service, people. Also I think is ilegal to come to your house without a notice and cut your power knowing there might be children or sick people that need the power to survive or medical purposes.

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Direct Energy Services When did harrassment become customer service?

There is something that concerns me regarding Direct Energy, their accounting procedures, and their unwarranted rude treatment of good standing customers. I have had the displeasure of being a Direct energy customer since August of 2007 when the building I moved into suggested them as a service provider because they have an agreed upon rate. Not having dealt with this company before, I went along with the rest of the building’s tenants.

Like many people today, I use an online bill pay service. I have for years, and not once have I ever had a problem with a payment not reaching one of my vendors in a timely manner. That is, until I started dealing with Direct Energy. The first instance, I believe happened in April of 2008—I get a phone call wanting to know where my payment was. Not once did they consider the possibility that there was a screw up on their end—it was immediately accusatory in tone and the person on the other end of the line did nothing to apologize. She immediately wanted to arrange payment of a bill I had already paid weeks prior and wanted to charge a late fee. When I finally got a chance to explain to her the payment had been sent, it had been posted to my checking account, and that she was barking up the wrong tree, the only help she offered was that I could either pay the bill again or call my bank, get them to send a copy of the cashed check and wait around for a payment trace. Fine. It’s 30 minutes out of my day, but unlike some people, I work hard to pay all of my bills early (forget on time—I plan for bad things to happen) and keep my payment history on any account I have in excellent standing. When I talk to my bank, the check had indeed been cashed—however it was applied to the wrong account, even though the correct account number had been provided.

The very next month, I get another accusatory call wanting to know where my payment was. I immediately thought she was calling about the past month’s debacle and started to explain it had been taken care of, no thanks to her company, but no. They literally did it again. Only this time, this particular employee was very rude in her approach, so I advised her it wasn’t particularly smart business tactics to accuse people with good payment histories (which she could easily see when looking at my account) that they were somehow deadbeats and terrible customers. Nothing but attitude in her retorts to my concerns about repeated poor accounting. Again I call my bank, to have the matter sorted out. And again the check had been cashed, and again, it had been applied to the wrong account.

Several months go by and things were quiet. No threatening phone calls, no need for me to take time out of my busy day to track down information so they can correct their mistakes, and I start to worry less. Until last week, when I get another phone call—this time from a poor gentleman that barely speaks English. Again, where is my payment? I paid it on January 2nd—it was due January 14th. You would think that would be plenty of time, but you would be wrong. At least this guy seemed remotely concerned that his company may have made the mistake when I frustratedly explain the prior experiences. And of course, he apologetically tells me there’s nothing he can do—that I have to once again go through the payment trace process to get this matter resolved. Again I call my bank—and again the check was cashed on January 12th, only this time my bank has all of the contact information saved and it took slightly less time on the phone. I’m now waiting to receive fax confirmation of my check being sent their way, so that after a few days, I can call Direct Energy back and make sure they find my check and actually apply it to my account instead of someone else’s, and of course, make sure the late fees get reversed on my account.

Since I am a numbers person, I did the math. I’ve had this account with Direct Energy for 17 months, where 3 of those months they’ve screwed up and skirted the line of harassing me for money. That’s a 17.65% error rate, where I and my bank have to do the leg work to fix their mistake. That’s almost a one in five chance that I will get a harassing phone call demanding money I’ve already given them. And that’s almost a one in five chance I’ll have to take time out of my already busy work day to fix a problem that isn’t mine so my account history isn’t tarnished. If the accounting department at my company had that kind of an error rate, they’d get fired. If my company’s customer service team approached our customers with the kind of attitude Direct Energy’s employees do, we’d lost those customers. So I am left in a precarious position. Fortunately for me, I am moving out of this particular building in April, so my headaches will be relieved then. However, how many other people face this same problem? How many others don’t have a choice because the building they live or work in has a contract with Direct Energy? If you play the odds I’ve been given with Direct Energy, they’re not good.
So, I plead with you to run this letter—let the rest of the DFW area know one customer’s plight with Direct Energy. Hopefully, it educates at least a few to avoid them and save the trouble. I know I’ll never do business with Direct Energy ever again. If they ever acquire a company I do business with, I’ll immediately switch. My distaste for their name will never go away. Whenever I talk to friends, customers, even complete strangers—I’ll be sure to let them know how terrible Direct Energy has been to me. I wouldn’t wish this experience on a nemesis… if I had one.

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Jennie Ellis
, US
Mar 05, 2018 12:24 pm EST

They are refusing to release our property after our tenant moved out. They say we are liable because we are not new occupants AND that as landlord WE are responsible for "Monitoring" our tenants electric bills. I've literally been on the phone for over 2 hours and most of that was on hold. Now they are telling me they are filing a complaint with their complaint department and the Complaint department won't get back to me for TWO WEEKS! I have livestock that have to have water and I can't do that without electricity to pump water. This is terrifying. I'm filing a complaint with the Attorney General's office now.

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Direct Energy Services Substandard work goes unresolved

We live in a house that was built circa 1920 and have been systematically renovating. The first part was a total tear down and rebuild of a kitchen addition completed in early 2004. A year later we began to address other structural and infrastructure issues prior to tackling cosmetic upgrades. We invited Direct Energy to submit a bid for replacing our roof, gutters, and soffits. When the salesman, John Bailey, came to inspect the scope of the project and give us a bid, we told him we were also putting siding on the new addition and replacing siding on the original house. He told us they could provide a quote on that work also. We signed contracts for all of this work to be done. There were specific guidelines requested, such as how the window trim would be done.

The crew that did the roofing seemed professional, but when I was concerned that I didn't see any ice shield. The workers pretended they could not speak English (I had heard the foreman talking to John in English). Anyway, I was assured by John that the job had been done to spec. The shingles seemed to wave along the edge and he said the floor of the roof had some warping. Don't know why that was not addressed initially before the shingles were applied. And the old shingles did not wave along the edge. In addition the shingles began lifting later and he sent someone to address that problem.

Another subcontractor did the siding. The windows were not framed as requested. I complained, and all that was done was John took photos. He did get the contractor to remove soffit material he attempted to complete the job with rather than open another box of the siding material. The siding guys removed the old siding material and did not protect it overnight when they left. A rain/wind storm drove water into the house and was dripping from the light fixtures of the new addition. A late night call did summon them out to tarp the area they had not protected.

We also had contracted with Direct Energy at the same time to have insulation put into the walls and attic. We now thought we have a home that is secure from the elements. WRONG. We have lived in this house over twenty years and now for the first time we have ice dams every winter. This only started happening after the "improvements." We have called every year, and nothing gets resolved. Last year an "expert" was sent to evaluate the problem. He stood on the sidewalk and concluded we needed to purchase additional service of heaters in our gutters to the tune of approximately another $1000. He came to that conclusion by contrasting our house with another nearby similar house that also had ice dams. That house we already know is in desperate need of a new roof and gutters.

This past week the ice dams were worse than ever with huge ice cycles draping down like stalactites. No other house in the neighbourhood had these except for the same house that had been noted before that still needs a new roof and gutters. We also for two years straight have now had water dripping into the house from a window frame when the ice dams form.

We have spent a lot of money with Direct Energy, including a new Trane central air conditioner (the ONLY thing that has not had a problem). I cannot proceed with interior work until these issues are resolved.

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my 2 cents
miss, CA
Jan 28, 2010 11:22 pm EST

I have been in home improvement industry for a long time and not saying that they did or did not do a good job but Ice damming is a very difficult thing to fix. It is some thing that you have to do one thing at a time until the problem goes away. The problem with old houses is there isn't enough if any sofit intake which makes the attic warm in the winter and cause a lot of problems. Also a house built in the 20s was not energy efficient and when we start tightening up the house this also creates problems. I don't know this guy or you but usually to fix the ice damming problems in a old house takes a lot of work and money and people don't want to spend the money do do the whole job. Old houses don't have vapour barriers in the walls or attic and more times than not don't have enough wall or attic insulation, and need a lot of air sealing work as well. The use of spray foam in the attic and walls is a great way to solve a lot of problems but is very expensive. Well thats my 2 cent!

Have a good day

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Direct Energy Services Failure to cancel protection plan

I had my post winter maintenance last may, crack in the heat exchanger.OK, so i bought new furnace from them, heating maintenance was to be removed then and there, oops! I guess they forgot, called 3 times throughout the year to re- cancel maintenance, but the last time they finally told me i missed the cut off time to cancel.Ya know sometimes i wonder if my old furnace was really screwed or they just needed to make a sale, who knows.Our government really needs to keep an eye on these guys, I have a few more complaints but I am too mad to sit here any longer...just thought i would throw this in, I`m sure there is many many more out there alot worse.YIP theys is crooks, yes they is :)

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Muhammad R.
Pickering, CA
Dec 16, 2012 1:27 pm EST

$13.99 plus taxes15% ($2.10) = $16.09
I have Heating Protection Plans with annual maintenance for only $13.99/month.
I am not sure why Direct Energy is charging me $21.99 per month from the last two months.
I cancelled my Plan and restored it on the same day but I have been charged adjustment charges $164.89 regardless I restored it on the same day.
I talked to Direct Energy billing department to waive off these adjustment charges as I had retored it on the same day and I have confirmation number for both cancellation and restoration but the rep on a phone was reluctanct to waive off these charges.
I requested for a call back to discuss it with the customer service depatment and now I am waiting for a call back in thiis regard. I am not sure why got penalized if I have restored the same plan on the same day.
Is there someone who can help me what is the existing rule about restoration of the plan on a same day of cancellation and to waive off the adjustment charges? Thanks

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Muhammad R.
Pickering, CA
Dec 16, 2012 1:00 pm EST

$13.99 plus taxes15% ($2.10) = $16.09
I have Heating Protection Plans with annual maintenance for only $13.99/month.
I am not sure why Direct Energy is charging me $21.99 per month.
I cancelled my Plan and restored it on the same day but I have been charged adjustment charges $164.89 regardless I restored it on the same day.
I talked to Direct Energy billing department to waive off these adjustment charges as I had retored it on the same day and I have confirmation number for both cancellation and restoration but the rep on a phone was reluctanct to waive off these charges.
I requested for a call back to discuss it with the customer service depatment and now I am waiting for a call back in thiis regard. I am not sure why penalized if I have restored the same plan on the same day. Is there any one who can tell me what is the existing rule? Thanks

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Alves A
Oshawa, CA
Jan 03, 2012 8:28 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I also have a complaint regarding the "Heating Protection Plan".

Back in November of 2011 (just about month an a half ago) my old furnace stopped working.

I found out that the issue was most likely the thermocouple, so I called Direct Energy to have it replaced.

I was told that I had 2 options. One option was to enrol in the "Heating Protection Plan" before placing the service call in which case I would be charged a nominal fee regardless of what needed to be fixed (as long as it was below $500.00).

The second option was to just place the service call (without enrolling in the program) in which case I would have to pay for the full cost of the repair.

Because the furnace was over 20 years old, I agreed to enrol in the plan.

However, when the technician showed up and repaired the furnace, he told me that the plan was only good for low cost repairs. He said that if the furnace broke down again and it needed a major part replaced, the technician would most likely recommend that the furnace be replaced due to being over 20 years old and would not repair it.

This meant that being enrolled in the "Heating Protection Plan" in my case didn't benefit me that much.

Because of this and the rebates the Canadian Government is offering at the moment, I decided to have the furnace replaced.

The new furnace is covered by a 10 year parts and labour warranty, so now I don't really need the "Heating Protection Plan".

I called today to cancel the coverage, but to my surprise was told that the plan is a one year contract and if I cancel before the year is over, I will have to pay for the remaining of the year (in my case 11 months).

I explained that I was not told about any contracts (at least I don't recall being told) and because the technician actually charged me as if I was not enrolled in the contract (he told me that I had to call to get the charge corrected) I would like it cancelled without any penalties.

I was told that I should have received a package in the mail explaining the details of the plan (I don't think I got it because I don't remember seeing it) and that I had 10 days to cancel the contract if I didn't want it.

Anyway, I understand that a contract is a contract, but because I was not told about it when I enrolled and because I don't really need the coverage now that I have a new furnace (with 10 years parts and labour warranty) I was hoping that Direct Energy would agree to cancel it without charging a penalty.

But they refused. They said that all they could do was to refund the difference between what I was charged by the technician and the flat fee that I should've been charged under the plan.

However, the difference is only about $13.00. The service plan is costing me $21.99 per month, so the refund is minimal in comparison to the cost of the plan.

I don't think that posting here is going to make any difference, but I just want to make my experience known, so others will be aware of what they are getting into when joining a plan offered by Direct Energy.

Tony

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thatwhineyguy
Ajax, CA
Aug 25, 2009 9:57 am EDT

Exact same thing happened to me.

Got the plan and they harrassed me for months to get the annual service check done - they cam in to clean the furnace and shut it down in February!
Then bought a new furnace and tried to cancel the plan - they didn't cancel it and when I called again they said that I had to wait 6 months cuz "I" missed the window to cancel.
Also they never made it clear I couldn't cancel at anytime - assuming of course I hadn't had the maintenance done!

I'm done dealing with them - even want to get my Hot Water Heater replaced - that's a huge cash cow for them - I know - I used to deal with them for advertising!

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Direct Energy Services Devil service

I live in the suburbs of Dallas, TX and Direct energy (after many attempts to resolved my billing issue) turned off my services. I called them and give them my very last penny to get my service turned on. I adopted a infant that has asthma. She needs her breathing machine.

I called the company and stressed to them that my electricity needs to be turned on immediately because I have this child now. The woman immediately took my money, but decided to turn in the reconnection information to the energy provider the next day (1:00 pm and I paid them at 5:30 pm on the day before). The woman claim that she put a message on the account that the child is on the premises and a rush on the reconnection is needed. I called on-cor energy all night and early in the morning. I had to go in my car and use my car to give the infant treatment in 23 degree temperature. I was only a month late. Nice company huh?

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in the dark and freezing
Dallas, US
Aug 09, 2013 6:53 pm EDT

direct energy changed the phone number on my account with out my knowledge. they called a complete stranger and gave my account information for months. the person whom they were calling even notified them of the error several times and they neither fixed it nor contacted me to verify. my electricity was turned off and when i tried to have it turned back on they wanted a fee. it was their mistake not mine, but they wanted me to pay for it!
any other company would be better than direct energy!

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class action suit -im ready-
toronto, CA
Feb 15, 2014 12:24 am EST

I am a gas technician, insured and hold a. Valid license. I was out of the country and asked Direct energy to come in and service my boiler. The first installer walked out on the job when he got caught that he didn't clean the heat exchanger. The second installer with manager break my boiler and got caught using toilet brushes and fly swatters to clean my boiler. Then they shut off the heat claiming I needed a new boiler in -35 temperature. This lead to breaking my pipes, and rads in my building. Am gathering many of you who also are ripped off and are ready to file. A class action suit against this company who shouldn't exist. Please contact me as I am preparing to file very shorlty.

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kraval
, CA
Feb 01, 2010 10:24 pm EST

I have been renting the hot water tank (almost brand new, just 6 months old) and has stopped working. When I called Direct Energy call center, 1st time the rep gave rude reply about self help (that never worked), 2nd time when I called, the rep statrted talking weird technical jargon and later hung up delibaretly.
Seriously thinking of challnaging their monopoly, any one who is seller of the same boat? Can some of the public forum help?
Thanks
KJ
ravalkj@yahoo.ca

PS: I was trasnferred to customer care where I talked to Omar, whose attitude was equally negative, with lot of difficulty the only addtional thing i learned was his supervisor's name was Jovi.

This is what you get by pating $300 rent per year?

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ripped by Healthgrades
Grapevine, US
Apr 11, 2012 5:12 pm EDT

I have called Direct Energy for service, there is none. I am a No deposit required consumer. I desired service at my new home and continued service at my old home for marketing, the y never showed up, or called. Next I callagain and they are rude, some prior occupant allegedly tampered with the meter. What has that to do with me? Finally they had me fax a form, showing an account for electricity. It was with them, and they use the same account number for both. This is a seriously disorganized corporation.

J K Brittain

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MHRBPower
Toronto, CA
Jan 20, 2011 8:10 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Just got a letter stating that Direct Energy just dicovered a processing error in our monthly water heater rental rate. So our December bill will include the difference between 2017 and 2017 rental rates. BUT I should be happy because they are taking steps to make sure it does not happen again.! Also no indication of the amount they will be billing.

Evidently 25000 people are affected. They should suck it up it is their mistake

Plus the notice came after the billing went into effect.

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NormalPerson2009
Edmonton, CA
Oct 01, 2009 6:25 pm EDT

Let's say my story with them. On Sep.12th i called in to transfer my bill to a new address on Sep. 26th. Someone there says "Good, it will be done!" I am happy! when Sep.26th i called in . they say call epcor to make sure i can i have power on which is unusual epcor turned off the power in my new address. Lol what i know!? and they say they will make a request for me and let me wait for 1 to 5 days! OK, and i called on following monday. they say wait for it. OK, called in on Thursday. What you know! ? suprise! Someone there say the request send wrong. They gonna send a request now. and let me call epcor next morning to make sure they received it? LOL, i am sick with there customer service. when i ask them why they would not call me if there's wrong with it! ? they say they always tell the customer to call back next morning to follow up their cases. which i did not get asked! anyway! bad service ! and i will change to another billing company for sure sometimes soon!

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MDV
Ottawa, CA
Dec 11, 2009 9:43 pm EST

My water heater broke today and I called Direct Energy who were able to arrange for a service call between 7 and 11 p.m. When the person arrived at 9h50, he was surprised that it was an electric water heater (although I had advised the customer service of that fact when I called) and he advised me that he could diagnose the problem (at a cost of $99) but could not fix it until the next week as Direct Energy had not installed it. Although he spoke to his supervisor on the phone, he would not allow me to ask for an explanation. When I asked why I had not been advised that the company could not fix water heaters that they had not installed he would not answer. I refused to pay and called the service line to try and get an explanation. On the first call, the customer service agent said that he could do nothing and when I asked to speak to the supervisor he again refused to speak to me. When I called back, I was told that it would be a 40 minute wait to speak to a supervisor. I am now waiting...

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gerhard crous
Fort Worth, US
Jan 26, 2010 9:37 pm EST

I ended my utility account sept 16 2017. Never got a ending account. Called them and asked to send the balance of the deposit after deducting any amounts owed to the address I supplied them. Now 4 months later I get a call from a collection agency that I owe Direct Energy $190 . I said that it is not possible and that in fact they have not send back the balance of the money they owe me! I paid it none the less today in fear of the claim affecting my credit. Numerous calls later today Direct Energy that they will look into the matter and if true I will get a check in 8 to 10 weeks. I am not even sure if I will get my money back from this scamming company.

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Jean-Marie Heimrath
Toronto, CA
Sep 16, 2009 4:32 pm EDT

Not a single person has returned calls after repeated messages concerning faulty workmanship that has resulted in the replace of the entire roof and interior damage to our home caused for the workmanship. This has been going on for over 3 weeks and it has become quite disturbing to see a company of this size take no responsibility or show any courtesy to return the many calls that have been made. There is no one that can be reached, executives hide, phone numbers become guarded secrets as if they are a matter of national security. This company should be put on trail for its arrogance.
Can someone get some breathing person that has the ability to pick up a phone and deal with this problem?

Jean-Marie Heimrath

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Brian
Carleton Place, CA
Jan 19, 2009 6:17 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Our furnace has been out since Xmas and is still out (Jan19th)! We have the direct energy warranty plan. They have had 9 technician through here each replacing parts here and there. Never to fix it. It took the 8th technician to figure of what the problem really was. A missing reducer plate. After waiting 5 more days for the part to come in they ended up sending the wrong part. I informed this of the situation by phone before the tech came. Of coarse you can't talk directly to there parts department. That would be to easy. So after 6 -8 calls to the upper management division I never received a return call. So the tech comes in and of coarse he doesn't fix it. So I cursed and swore to upper management once again and they decided to call another tech in to tell me that the part is no longer available. They wash there hands, shut off the gas to the furnace never to be heard of again. Great service! Never again! What I understand from talking to people in the industry that this is a common occurrence with Direct Energy. I hope they soon RIP!

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Direct Energy Services Overdue monies owing to me

Good afternoon

Well I am very much concerned about the way both the companies mentioned above have been treating me over the last few months. Let me explain, in July 2008 Direct energy installed a central Air unit at my home & the amount of $99.76 was to be applied to my enbridge monthly bill. On November 25th 2008 I paid Direct energy in the amount of $4528.02 representing the full amount of the Central Air unit, about 2 weeks later I called to verify that this cheque had been received & no one new where the check was but to my surprise the cheque had been cashed. Apparently the cheque had been sent to the wrong department & the department of billing had not been notified. I can understand when errors occur but I can't understand that when all this was found out & I again spoke with another agent at Direct Energy ( Josee [protected] ext 261) she stated that the matter had been rectified & that she assured me that the balance of the payment would be sent to Enbridge as credits towards my home heating bill. I said fine that sounds fair to me this was back on Dec 16, 2008 & this was all suppose to be done within 7 days of that conversation. Well Well this issue was never rectified & enbridge still haven't received the balance from Direct Energy the weird thing is enbridge shows on there database that Direct energy have asked them not to send my account to the CREDIT BUREAU because they would be sending them the outstanding amount. This still hasn't been & as of November 2008 Directenergy have still been charging me for the installment payments that have been paid for since Nov.2008. Everytime I speak with either party they tell me it is not there responsibilty & to call the other company. So as of today Direct energy owe me $462.23 + 99.76 Nov. + 99.76 Dec + all the accrued interest due to their negligence of rectifying this issue in a timely fashion. There is a total of $661.75 outstanding to this day this is without interest incurred so far & many many hours on the telephone with what I would call un qualified personel to take care of this matter. Today I contacted the MINISTRY OF GOVERNMENT SERVICES CONSUMER PROTECTION PLAN at [protected] & they advised me that this matter should have been resolved a long time ago, I have been very tolerant with this situation & am willing to give these companies a final chance to prove to me that customer service is there # 1 goal & that after they are overpaid that we are not just another file on the shelf. I am expecting a reply to this matter ASAP by Email or telephone today at the latest or I will pursue this matter through the MINISTRY OF GOVERNMENT SERVICES CONSUMER PROTECTION PLAN.

Hoping for a prompt reply

Robin Gauthier

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Direct Energy Services A day robbed by direct energy

My water heater broke on Sunday and I called Direct Energy for a replacement. They told me the earlier replacement appointment I could get was for Tuesday from 2-6PM, and that if any earlier came up they would call me. I told them that the 2 phone numbers on their file had been discontinued and gave them my new cell phone number.

Early Monday morning I woke up to their call (on my cell) about an earlier appointment possibility of 10AM-2PM on the same day (the only thing they have done "right"), so I asked my step dad to stay in my house while I had gone to work. By 3 PM no one showed up and I called customer service.

After I explained the situation to the first person, she gave me a reference number for my case and told me to call another department with the reference number to check wether the technician could still be on his/her way. So I asked her to transfer me to that department instead. When someone finally picked up, and after I gave him the reference number, he claimed that I called the wrong department. So he transferred me again. After explain the situation to the third person, she told me I was again in the wrong deparment. Angry, I hung up and called again from the beginning. The fourth person heared my complaint and transferred me to the "managers' office". The manager said she'd need to check what was happening and call me back within one hour (the reason it might take an hour, according to her, was that the technician might be in a basement where the reception was bad). This was 3:30.

Five O'clock comes, I had no phone call. Furious, I called the managers' office and asked for an explaination. A different manager told me that the techinician had come at 10:30AM and called the two primary (and no-longer- existant) numbers and decided no one was home. Too tired to argue, I asked for the earlier appointment. And it was scheduled for Tuesday...

God helps us all from Direct Engery.

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Paul not so happy
Edmonton, CA
Sep 21, 2009 6:10 pm EDT

DIRECT ENERGY is a scam, NEVER get in a contract with them. They made me believe I was making the right chose. Always go with a floating rate, it will work out better in the long run. My power and gas bill was 114$ for the month of Aug. and we were gone on holidays with everything turned off. I would like to thank the Alberta Government selling out and driving this Eco tie rant. So if you work for this company, I hate you.

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Direct Energy Services Rip off - scams

Direct Energy
A very pushy salesman from Direct Energy showed up at my door some months ago. He would not go away until I showed him my hydro bill. I actually thought he was from the hydro company soo i showed him my bill. Upon inspection of my hydro bill, he explained that i was paying way too much and not receiving certain benefits that i was entitled to. He actually had me believing that i was entitled to some form of rebate. He talked me into signing a contract "for my protection".
I later discovered that the contract i had signed was to allow this company to supply my electricity. Upon this discovery I promptly called the 800 number on the bottom of the paper. I requested that Direct Energy cancel the contract immediately. The rep was very polite on the phone and assured me that the contract would be cancelled and Direct Energy would not be my supplier. I cancelled the contract before it was even instated.
Every time I receive my hydro bill, I have the same unresolved conversation with a polite representative from Direct Energy. I am continuously told that the cancellation request has been submitted and the computer should have the issue resolved before my next billing cycle.
Surprise, eight months later and Direct Energy is still on my bill as my supplier.
Why would anyone in their right mind agree to paying more for the exact same service that they already have?
I was taken by a fast talking, lying salesman who represented Direct Energy. Upon realizing what had happened I tried to reverse my error, dealing directly with the offending company. Every representative from Direct Energy must be given a course in lying. Dont trust them, they are far worse than any used car salesman you have ever met.
I have been advised by the Ontario Energy Board to put Direct Energy on notice, in writing. I was not even previously aware that there was such a board.
If you need help resolving your issues with Direct Energy try giving the OEB a call, perhaps they can help you also.
Down with Direct Energy !

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Laurie
Haslet, US
Dec 12, 2008 2:21 pm EST
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I'm sorry - but there is no such thing as a salespersons refusing to leave .

You tell them to leave or you will call the police - slam the door in their face. If they don't leave make that call!

Its your property - no one can force you to show a bill or anything else.

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6:12 am EST
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Direct Energy Services Scam and cheating

So these Natural Gas providing geniuses are up to no good. This is what happened a few years back:

They send a salesman over to my old address in 2005 to secure and lock my gas prices for the next five years for 'my' protection. He's wearing a direct energy uniform. And he had a badge. The salesman talked a good game and wouldn't leave until I showed him my bill. I did tell him that I was interested in what he's talking about.. who wouldn't be? Cheaper utility bills are a no brainer. So he took my name down and told me that I would get the savings anyways. So he could still 'pass on the savings without seeing my bill'. lol Seemed a little odd to me at the time.

So I moved to Brantford in 2008 and I continued my service with Direct Energy. 3 months later I got a bill for 1500$ for canceling my contract. How the hell is this possible I thought? Well according to Energy Direct the difference in the current market price of natural gas vs. the great deal that I was given in 2005 equals out to be 1500$. The reason:

For my protection they locked in my rate when natural gas prices were historically really high. That's when they had their salesman blitz all over Ontario. Great for the company. Horrible for the customers. And they sent these low lives to lie to their beloved customers in their homes. As a favor to the customer? I don't think so.. This has a lawsuit written all over it. Those arrogant lying ###s.

So I got on the phone with some more idiots and got the 1-800 number run around. A few hours later the 1500$ which had gone straight to collections (by the way) was lifted since I was still a current customer. Well wasn't that difficult for something so obvious. I was stressed out and still furious after that call.

They told me that I was charged that fee because my new phone number wasn't accessible to them. Well I am in the 411 directory. An internet rookie could easily find me. My old phone number had my new phone number recorded for 3 months by the telephone company. They didn't look too hard in my opinion. It was easier to charge me the 1500$ then to look for 1 minute on the 411 directory.

So that leaves me with 3 more years of a contract that I can't get out of with sky high gas prices. I would like to give a sarcastic thanks to Direct Energy for lying to me, sending my old bill to Collections with a 1500$ premium added, not looking for my old phone number and last but not least for locking me into an expensive gas contract for my 'own good' by a rent-a salesman. Oh yes but the 1500$ fee was waved..

I am very competitive and I hate getting screwed. This company is a scam. They will lie to your face (or over the phone). They should get sued for picking on the little guy. Thanks for reading.

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Edgar
, US
Jul 07, 2009 7:35 pm EDT

Last summer I had a Direct Energy canvaser come knocking on my door. He told me that if I switched to direct Energy, I would get a lower rate for gas and save money in the winter than if I stuck to Maintoba Hydro. This turned out to not be the case. I am paying a few points higher than my local energy and gas company and I am on a 5 year contract that is supposedly expensive to get out of. I called Direct Energy and they said that I shouldnt've been told that I would be paying a lower rate. Now I'm stuck in 5 year contract paying over $300 for gas a month. Who the hell can afford that on a modest income?

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Sharlene M.
, CA
Feb 05, 2011 7:37 pm EST

My own story is similar to the ones above.

I’m very surprised that this company is still in business given their fraudulent practices and the way they treat their customers; I’m even more surprised that the fines they face from regulators are so small. They continue their practices because they can.

In the past 6 months I have steered many friends and family away from the evil that is Direct Energy. I will continue to do so until they are out of business.

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PatersonsBeef
Winnipeg, CA
Sep 21, 2010 2:52 pm EDT

I'm doing a Buyer Beware article on Direct Energy and how they provide false information to their customers, and would love an interview or even just an email back regarding the subject. I'm trying to get the customers' story out there, so if you're interested please comment back and we'll exchange information.

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John
dicks, US
Apr 09, 2009 5:34 pm EDT

Thanks for the posts. A direct energy sales man was just in my restaurant asking for my bill. In fact those were his first words, "hi, I'm Josh. I can save you money on your energy. All I need is your bill and I'll be on my way."
I looked at him like he was crazy.
I got his name, number, and the company he worked for and sent him on his way. Good thing I have done my research, it saved me a lot of hassle.

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jbm
pickering, CA
Jan 26, 2009 12:54 pm EST

I was cheated also by direct energy. A direct energy agent came and invited me to join and I signed the contract. the front page clearly writes Pls. reaffirm after Nov. 2. Before Nov. 2 someone called me to reaffirm and I said Yes, thinking that I still have until Nov. 2 to cancel it. Its like any other contract or services you signed on, they gave you grace period. And when i called Nov. 3 they told me I cant anymore bec. its past 10 days, though the front page of the contract clearly says Pls reaffirm after Nov. 2. First they charged so much and they lied and cheated on me. The front page is different from what is inside the contract. Direct energy is a scam and liar

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4:09 pm EDT

Direct Energy Services Incompetent customer service/technicians

My husband and I have been embroiled in a battle with Direct Energy for over a week, and I was wondering if anyone on your staff would be interested in doing some investigative journalism.

It started with our hot water tank being replaced on October 15th, which was done very quickly, but six days later the unit started to make horrible noises in our basement. We called Direct Energy right away and a technician was dispatched to fix the problem. We were told that the installers did a poor job and that the piping to our hot water tank had already cracked and that the interior insulation was soaked through because of their mistake. Since last Tuesday (October 21st) we have been without hot water and because our furnace is attached to our hot water tank, we also have been without heat. My husband took Thursday off work because he was told that the new system would be installed during the day, but the technicians did not show up until almost 9pm. When they arrived they did not have the right hot water tank.

Needless to say we have been on the phone with the very polite customer service representatives many times, but feel that since they have a monopoly that they do not care that we have not had neither heat, nor hot water since the 21st.

We were told today that new installers would be at our home by 8am, but it was not until almost 2pm when my husband phoned, that we were told that our new hot water tank was not even at their warehouse.

I think the lack of accountable and honest customer service by large companies such as Direct Energy would be a great story to cover. Not only do they hold their customers hostage since we don't have a choice as to service providers, but their lack of communication between their departments has forced us into a very cold limbo.

Read full review of Direct Energy Services and 2 comments
Update by JenA
Oct 25, 2008 4:04 pm EDT

My husband and I have been embroiled in a battle with Direct Energy for over a week, and I was wondering if anyone on your staff would be interested in doing some investigative journalism.

It started with our hot water tank being replaced on October 15th, which was done very quickly, but six days later the unit started to make horrible noises in our basement. We called Direct Energy right away and a technician was dispatched to fix the problem. We were told that the installers did a poor job and that the piping to our hot water tank had already cracked and that the interior insulation was soaked through because of their mistake. Since last Tuesday (October 21st) we have been without hot water and because our furnace is attached to our hot water tank, we also have been without heat. My husband took Thursday off work because he was told that the new system would be installed during the day, but the technicians did not show up until almost 9pm. When they arrived they did not have the right hot water tank.

Needless to say we have been on the phone with the very polite customer service representatives many times, but feel that since they have a monopoly that they do not care that we have not had neither heat, nor hot water since the 21st.

We were told today that new installers would be at our home by 8am, but it was not until almost 2pm when my husband phoned, that we were told that our new hot water tank was not even at their warehouse.

I think the lack of accountable and honest customer service by large companies such as Direct Energy would be a great story to cover. Not only do they hold their customers hostage since we don't have a choice as to service providers, but their lack of communication between their departments has forced us into a very cold limbo.

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Judith Bissell
Collingwood, CA
Jun 02, 2009 9:31 am EDT

I guess I was lucky that my replacement of a Polaris water heater that handles heating my condo as well as the hot watr only took 3 days without heat & hot water to replace in the middle of winter. The new supposedly much better energy efficient model whines with a terrible noise and uses as much gas as the previous 14 year old model did! BUT the worst is that my rental bill with NO WRITTEN NOTICE contrary to the rental contract wording, went from $31, 00 a month to $53.00 the next month and then 2 months later (March) to the current double amount of $62.00 ($760.00 a year). Calls to supervisors did no good and a letter to the president, passed on to the executive offices complaint person also has achieved nothing. She said it was up to the Direct Energy installers to inform me that when you get a new rental water heater replacement, they should tell you of the increase! What a terrible company and there is no other company that handles these dual Polaris water heater rentals.

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John W
,
Nov 20, 2008 11:13 am EST

We had a hot water heater installed in August by Direct Energy and also a new furnace on October 15. The city inspector was out on November 7th, and found infractions on the venting for both. After numerous calls to Direct Energy, to find out when these issues will be resolved, we still have heard nothing from them. I guess it is easy for them to take our money, but not so easy for them to follow up on a complaint. Not even so much a complaint, as a failed code inspection. When I called the city to make sure the failure was recorded on their system they confirmed that it was. I called Direct Energy, and all I get is the call Center. They are very polite, and try to help by sending e-mails to the district office to encourage a callback, however, have still heard nothing. There is no way to get in touch with the local office, and so I feel frustrated that their follow-up is so poor.

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6:25 pm EDT

Direct Energy Services Rip off

Let me sum this experience up real quick, besides the constant annoyances with Direct Energy, Enbridge decided to cut my gas off 2 months ago for not being able to pay my bill completely. My 3 and 6 year old and myself haven't had heat for 2 months, I've been carrying pots of boiling water up the stairs to the bath all day every day, wasting my life away. ANYWAY, just got my new Enbridge bill yesterday, keeping in mind that I've had NO SERVICE FOR 2 MONTHS. It looks like this:
New Gas charges : $33.45
Goods and Services Tax (GST): $19.98
New Direct Energy Essential Home Services Charges: $366.08

So that's what I get for hauling water up the stairs for 2 months straight. Now my bill is $943.15, I still have no service and It's almost November. Thanks alot you f****** thieves.

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dpearson
, CA
Apr 02, 2009 9:21 pm EDT

LEARN HOW TO PAY YOUR BILL!

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4:31 pm EDT
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Direct Energy Services Harrassing phone call

We recently switched to a green provider after several years as a customer of Direct Energy. In that time we paid all of our bills and were good customers. Over the weekend we received a phone call from an auto-dialer asking us to call some 800# without identifying who it was from, so we didn't call back. Yesterday we got our final bill from Direct Energy saying that we had to pay it by 09/22 or it would go to collections. So I mailed the payment. Today my husband gets a phone call threatening collections on the bill that isn't even due yet. The discussion did get heated and I won't even go into the details, but the two people he spoke to from their final billing department were rude and didn't care that we already paid. I have never been harrassed for not paying a bill before we receive it!

No matter what happens with our next provider we will never go back to Direct Energy and we will be sharing our experience with anyone that will listen. This is just outrageous that customers in good standing would be treated that way.

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Not Taking This Scrap
Plano, US
Sep 03, 2010 2:50 pm EDT

Yes it happened to us. We changed to another company and Direct Energy sent our final bill to a collection agency. When I called them, Direct Energy, they told me that since we were no longer a customer with them, they have the right to send the final bill to a collection company. We got calls from that collection company starting 9AM - 8PM every hour on the hour. I paid the final bill off on Direct's site, but the calls kept coming. After a few choice words with this collection company, they had the nerve to tell me it takes 6 months before their books are cleared as the bill being paid since I didn't go thru them and they will continue to call. I need to find out if I can final a complaint for harrasment.

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Poet Dorothy
Ranger, US
Dec 12, 2009 1:55 pm EST

I am disabled veteran housewife I am a heart patient and crippled and have fell getting to phone. this number
[protected] from direct energy. calls me every day about every five minutes all day and if hubby picks up phone won't talk to him. hangs up on him even if we paid they still harass after first month next year we are leaving company.
when that doesn't work then she uses private number too and harasses you even if paid. This company lied from us at beginning. Don't join them they are like having mafia in your life or an unwanted spouse there to torture you every minute. In fact they are more worse than the mafia.
God Bless Ya
Poet Dorothy

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Shannon S
Calgary, CA
Nov 25, 2009 7:41 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Well, I got stung by the Direct energy scam! They now have taken me to collections so I guess they are getting away with this!

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