Deml

I called Direct Energy to come out for our annual furnace cleaning. They sent a rookie. Within minutes, he had our furnace in pieces on the floor, red tagged it and called me downstairs to look at the 'crack'. The crack was miniscule and when I said that didn't look like a crack but a scratch, he took a metal file to it and started filing it. After insisting he stop (he was making it much worse than it was), I had him call his supervisor. An hour later, he was still waiting for his supervisor to call him back.

After going back and forth, he finally said he was new and had just come off a course. Told me that all furnaces 'our age' had a crack in them - not true.

His supervisor showed up 4 hours later and was very rude. This is late November and we are now without heat. The supervisor said he would send out a salesman the following morning to 'sell us a new furnace' No thanks. We called in three different suppliers who all agreed that this 'crack' was questionable but they could not put our furnace back together and turn back on the gas b/c Direct Energy had red-tagged it. So we were forced into buying a new furnace.

We had also just signed up for Direct Energy's 'protection plan' which we would no longer need but they refused to cancel it. It took me three months to sort it out. Had to go to the top of the organization which took hours of my time but I wasn't going to let this go.

Bottom line - got a new furnace from another company in Newmarket who are wonderful! The furnace has been installed for 3 years now and no problems. I also uninstalled the rental water heater that we had with Direct Energy and bought a new one that we own. Would never deal with Direct Energy again.