I called Direct Energy on Sunday night at 10pm as my rental hot water tank was leaking all over the basement (60 gallon tank). I was informed that they answer the phone 24hrs per day, but do not make emergency house calls! The fellow on the phone booked an appt on monday afternoon however to my horror, when the repairman arrived on monday, he simply shut the water shut-off valve (which ended up being broken) and never drained the tank. Then they re-schedule to send another repairman with a new tank. So, I had continuous water flooding my basement until Wednesday afternoon (ie. 4 days to change the tank). I called about 20 timespleading, begging, cajoling, crying, screamingDirect Energy just doesn't care. My furnace sat in 3inches of waterwhen i insisted upon a service call to check my furnace, Direct Energy determined that the CO level was too high and "tagged" the furnaceso now i need to buy a new furnace!! truth be told, all furnaces blow excess CO from a cold startbut i can't be bothered arguing with Direct Energy anymorethey are a huge conglomerate and the public is getting ripped off.