Enercare Home Services

Direct Energy did a great work to fix out hot water heater on Sunday night. We're really surpised of the fast and quality service. Short time waiting on the phone to talk to customer service - in a minute we're able to speak to someone. And we did this 5 times, because the repair of the tank was serious and complicated. Thanx to the excellent work from all customer service department we have twice technician scheduled in no time and all neccessary parts delivered fast. It was a cold snowy day, but everything was amazing. Can believe this happened with all the awful customer service you can get every day from many other companies. This isn't the first time we use Direct Energy service, but we can say: this time was unbelievably good! Thanx and keep it this way!

Rental hot water tank stopped working.
A telephone call was made to Direct Energy and a service Technician was dispatched.The technician sent generally works in the Mississauga area but the London technician was on holidays and as a result he was dispatched. He quickly identified the problem and ordered the parts needed to repair the tank. The parts arrived by Courier later that same day and the Technician came back first thing the next day and completed the job.
All in all it was a good experience as the technician was very knowledgeable and competent. It was the first time I had ever had a problem with the tank.

BRAMPTON - Furnance broke, called DE for service. Got suckered into paying 200$ + buying a protection plan (25$/month) for a service call as the agent made it seem like the problem was going to cost $500+. When the tech arrived, there was dust on a sensor. It took him 2 mins to fix. The tech advised to call back to change to the 99$ service call option as they was no parts/labor , the supervisor was exremely rude, condensending and unreasonable (Noel). I have been disputing the charges for a month now. Finally a new supervisor agreed to make the changes however she never called back to confirm my new bill amount after she was going to speak to her field manager. To add to that, the protection plan I purchased is now on sale and DE will not honor the sale price. Everytime I call (6 times in the past 3 weeks), I am told a supervisor will get back to me. They will not provide me with an executives email. I am very un happy and feeling like I will pay ~500$ over the course of a year for a service call that took 2 mins.

Great service very punctual, always helpful, I would recommend this who do not have the home insurance plan to buy its great peace of mind. Appliances are covered which is great.

After calling 3 plumbers to fix a problem leaky bathyroom sink, finally got Direct Energy technician to solve my problem. Fixed it quickly, no mess with courteous prompt service. Would highly recommend.

When we first moved in to our new home we contacted Direct Energy to come and inspect our water heater rental. They came in one week did a thorough inspection for free. I was very pleased. The guy that came even took time to explain to me how all the buttons on our unit worked.

DE you get two high 5’s from me! My 23 year old furnace shut down overnight Jan 3, called 5:45am given a 12-4pm appt, technician #1 showed up EARLY at 11:30am and installed a new, industry standard universal Pilot Gas Ignition Control (PGIC) right out of his truck, heat was up and running within 15min. Shut down again overnight Jan 5, called 4:45am given a 1-5pm appt, technician #2 showed up at 3pm, PGIC indicated “code 6: internal error” he assumed factory faulty part and replaced it. He also noted, unrelated to PGIC issue, that the Flue Gas Blower Fan was vibrating and running noisy, as preventative action he replaced both the motor and fan, all parts from his truck, heat was up and running within 30min. Shut down again overnight Jan 6, called 4am given a 12-4pm appt, technician #3 showed up spot on 12pm, PGIC again indicated “code 6: internal error”, did complete wiring check replaced some suspect old wires, provided all circuits with solid ground contacts and replaced PGIC, heat was up and running within 30min. Unbelievably we were shut down again overnight Jan 7, called 5:45am given an 8-12pm appt, technician #1 showed up at 10:20am, you guessed it, PGIC indicated “code 6: internal error”. He did exhaustive diagnostic check; confirmed input signals to PGIC were within spec. He called DE Parts to find a cross reference replacement part and sacrificed a 4th PGIC to keep the heat running in the meantime. Within 2 hours DE Parts called, they located the replacement and according to MY schedule, a service call for 12-4pm the following day was made. Technician #1 came with a DE Controls Specialist at 12:45pm once again a full review and furnace inspection was done and they agreed, remarkably the one and only fault was within this one model of PGIC’s. They swapped out the PGIC, since then we’ve had solid heating performance. It’s quite self-evident that there is an OEM factory bad batch of controllers out there.
A total of 5 service calls, 5 PGIC’s and a Flue Gas Blower Motor/Fan would have cost minimum $2,500 but because of my DE Heating Plan it cost me ZIPPO and it’s all guaranteed even with a 23 year old furnace. No “XYZ Heating Co” would offer me this level of service and dedication to resolution at their expense, other than “get a new furnace”. Furthermore DE came thru with each and every service call appointment as promised on time (if not earlier). For those of you who expect service within an hour, you do not live in the real world; unless you’re the one and only in the GTA with a heating problem, then you can complain. It is winter in Toronto and fecal matter does happen occasionally, at the very least I have only one number to call for worry-free service.
Thanks to DE Customer Support for being available 24/7. A special thanks and recognition to Technician #1 "Paulo", it’s early in the year but you are definitely in the running for a “Technician of the Year Award”. Paulo is very knowledgeable, methodical, detail orientated and caring (the sacraficial 4th PGIC was above and beyond the call of duty).

I have been paying for a home protection plan for over 10 years. Yesterday, our furnace stopped working at approx. 3pm. We noticed it at 6pm (when we got home from work). The temperature in the house was below 10 degrees and dropping. Called DE to get someone to come.., the earliest they could do was 11am the next day? Seriously, I have been paying these clowns $240 a year for the past 10 years, and that is their emergency service. I had to call another company to come and fix the problem. You be the judge, but is this right or acceptable? I have received nothing but lousy service from this company, and now this???