We have been dealing with Direct Energy for about 10 years and have been very happy with the service. Last year we decided that it was time to replace our old furnace and air conditioner, so we bought both from Direct Energy and paid for the 15 year parts and labor warranty. One year after the installation, we started to see charges on our monthy bill for a heating maintenance plan ($9.99) and cooling maintenance plan ($9.99). I called Direct Energy to say that I wanted to have these plans cancelled and that I had just paid for a 15 year parts and labor warranty when I purchased the new equipment. The representative that I spoke with told me that if I cancelled these plans "it may void my warranty", but he couldn't say for sure despite the fact that I had bought the equipment from Direct Energy. He went on to state that these units were "designed to break down" and that I could go ahead and cancel these plans "if I wanted to risk it". He then listed the cost to me for various repairs to "components that fail regularly" if my warranty were to become void.
If I have paid for a 15 year parts and labor warranty up front, why would I then need to pay $20 a month to prevent it from becoming void? This charge amounts to $3360 over 14 years.
I have always been happy with Direct Energy's service and have said so many times in the past. I have to say that the sales rep that I bought the new furnace and a/c from was very friendly, professional and knowledgable, and that we were just as impressed by the technicians who performed the installations. I'm very surprised and disappointed with the scare tactics and pressure approach taken by the service rep on the phone regarding the maintenance plans., though. I'm sorry to say that I haven't cancelled these plans yet due to that conversation, and am trying to find out if there is any grounds to what he was saying.
Update - I did contact Amy at Direct Energy. She was very friendly and helpful and was able to determine that I can go ahead and cancel my maintenance plans and this will NOT void my warranty. Thanks Amy!
- Approximate cost of services:
- $14,000.00
- Company Response
Hi Mark - thank you so much for the nice words about us! I am sorry for the confusion on the maintenance plans, however. If I can help at all in getting it sorted for you, please don't hesitate to send me an email: CanadaHomeServices@directenergy.com. - Amy.