It was one of those 'bad luck' situations when the weather was -20 and my furnace was out for lunch when i HAD to get a company to come in and fix it, not just for the sake of me and my wife but for our 6 month old little girl. I decided to go with the well known energy empire (still wondering how we let it happen) Direct Energy, to my surprise the company is not more than a greased up business that sucks people dry, using deals and promoting meaningless incentives just like a pizza chain.
After 2 days i managed to have someone come in no earlier than 12:00 at night, as i wasn't lucky enough the guy barely spoke english, my system that had a rather complicated issue became something that Energy Direct (the pros of house heating and cooling services) wouldn't even look at, why? good question, a different answer each time the guy had to defend his employer: "Energy Direct only covers a small portion of the system", "We would help you only if you sign to agree on paying us over a course of 2 years and you'll be totally covered", "I have no time", "I'll call and get someone that deals with the entire system but you'll get charged more", "not my department".
After an hour of not doing nothing, the gentleman that came in to 'FIX MY SYSTEM' turned a valve that was the main water valve telling me that it should be off (after 1 day the system almost burned?!)
Angry, having my wife and baby staying at her parents, freezing and lonely i decided not to pay the guy and called his boss that not for a second stopped defending his employee, "The guy was there you must pay", as much as it was freezing in my house that night, that MANAGER heart was even cooler. (He was lucky that we weren't in the same room i can tell you that).
Sure enough i got a nice bill on the mail ($600 including $200 gas bill :S ), i called a friend that sent 2 young "PROS" that figured out that it was the pump?! As simple as that. water didn't pump well into the system causing serious damage, it was fixed at no time and not for more than $300 including a $200 pump?
Happy but angry as hell at Direct Energy i decided to write and at least warn other people, you are covered with stupid deals but once you need those guys to actually work they are not professional, STAY AWAY!
And to answer my first question, how is it an empire? do the math, $400 for not doing ANYTHING?! compared to $100 for the 2 guys i hired that fixed the whole system (think about it for a sec.)