I was told we needed a new heat exchanger following our annual maintenance visit. After the technician left promising that a salesman would call me to quote on a new furnace as the heat exchanger was not covered under our plan, I discovered that our heat exchanger was still under warranty. I then talked to several people at Direct Energy who confirmed that the heat exchanger was still under warranty and they could replace the heat exchanger at a cost of $800 plus HST. When I questioned the cost they told me it was a four to five hour job that would probably require two technicians. I agreed to go ahead and the next day ONE technician showed up and finished the job in about one hour and a half. He could not do anything about the cost and I have not heard back from the phone message I left for "Tom" or letter I sent about the outrageous cost and dishonesty regarding the difficulty of the job. Once my maintenance contract is over (which did not even help me with this repair) I will never deal with Direct Energy again.
- Approximate cost of services:
- $800.00
- Company Response
Hi Mike,
You are correct, heat exchangers are not covered under the Protection Plan, however, most manufacturers provide their own extended warranties. As for the replacement of the heat exchanger, the average replacement does take two technicians and approximately three to four hours as it is quite a complex job. In your case, this doesn’t seem to be what happened, and I would be happy to investigate this further. Please private message us and provide your phone number and address so our customer care team can pull up the relevant info and get back to you to resolve this. Thanks Mike.
The Direct Energy Team.