Deml

The Service Technician Tony arrived within the time frame and was very knowledgeable, courteous and professional. Tony was able to diagnose the problem very quickly and got our furnace up and running in no time.

I would definitely recommend Direct Energy to anyone.

Your Satisfied Customer,
Steve in Mississauga

The problem was diagnosed quickly and heat was restored with a temoporary fix. The replacement part was ordered by the tech, delivered overnight and installed in less than 5 minutes the next day.

Direct energy sells service plans that are not honored. Instead of providing parts and labour in the maintenance plan, they will convince naive homeowners that their equipment needs replacement and will do so at a cost that is much higher than other companies offering HVAC sales. They have inexperienced technicians that offer no knowledge or understanding. They recommended the wrong equipment and installed against code.

We were sold on adding blown-in cellulose insulation into our attic, but, frankly, we do not see the benefit. Our home is no more comfortable than it was before, and we have not noticed any energy savings.

A very successful Direct Energy story... except what I was left with.
I am very pleased with all aspects of Direct Energy.
I made an appointment which was schedlued from 4-8 pm. I messed up and thought it was 5-8 pm. When I called because I missed the appointment, there wasn't even an hint of guilt for missing the appointment. They said they understand and we quickly made a new appointment. When the tech arrived he was quick to start cleaning and checking my fireplace for safety. He gave us some fireplace maintenance advice and was very friendly with our curious and chatty 3 year old child. I ended up calling for a second tech because of a misunderstanding and to further investigate a burning plastic smell coming from the fireplace. The second tech was very nice as well. Very helpful and was determined to find the issue behind the burning smell. He had some ideas but we ended up finding two children's spoons (with plastic handles)that had been hidden on top of the fireplace box, presumably by the previous owner's children. What a mess. I am not left with the task of removing the remains of the spoons but I never would have found these without the tech's determination to find the problem.
Thank you Tim and Rod.

I am very pleased with all the professionals involved. From the duct cleaning crew, to the roofers. Anyone who came into my home from DE were skilled and did the little things right. My roofers left no debris, not even one nail on my lawn. The windows were properly insulated. The flashing neat and tidy. The guys were on time, and thorough.

Made appt. online for furnace maintenance(very convenient as the last time I booked this it was over the phone and had to wait 2 months for the earliest appt.). The guy showed up in the promised time window and started work right away. It was found that I needed a new board for the unit that had to be ordered. The tech told me that when the part came in they would advise and then I would have to call and make another appt for installation, which I totally understood. I was expecting to wait probably a week or more for this to happen. Well, to my pleasant surprise Direct Energy called back less than 3 HOURS later telling me the part would be delivered by courier by 7 that evening. It arrived about 1 hour after the phone call so I then called to schedule installation. The operator told me they had an opening between 5 - 9 that evening, would I like the appointment. I booked it and the tech arrived again in the promised time window and did the install in a few minutes. Very, very impressed with the service as previous encounters were less than positive. I was actually going to cancel my HIP plan, but now I'm glad I didn't.

Good Job Direct Energy!!

Totally mislead when "Total Home Protection Plan" was sold to us. Shumil call centre supervisor informed me only drainage clog is covered!! Plumbing is billable! I had a leaky faucet with part, just needed tool to install and he would only send technician if we pay $180.00...discount of 50% today! He contradicted himself when said leaky faucet is covered, but then wanted to bill for the service. We signed up on promise Furnace,A/C & plumbing "all totally covered".Shame on Direct Energy for indulging in such business practices. Not sure why Consumer Affairs letting this go unnoticed. The call center they claimed was in Hamilton, but sounded extremely distant...intially supervisor hung up on me that he couldn't hear me. The logo for their plumbing protection should be a guy with a plunger and no tools as "plumbing is billable". My parents are seniors got scammed; this is one to watch out for & I thought DE was reputable company to deal with.

We were lucky to get the same technician who did the maintenance in 2008. He is excellent - polite and knowledgeable. Service was during the specified booked time. We have cats and keeping the gate closed is a priority because our cats are not allowed to roam. The technician always remembered to close the gate when he left the yard.

I had an even worse experience with no-shows from their contractors than Jared below. This seems absolutely routine with Direct Energy and the dispatch office has absolutely no means (or real intention it would seem) of doing anything about it
We were told by our building manager that our water heater was probably old enough that it needed replacing so we called Direct Energy who had the contract (we never chose them, the water heater just came with the condo when we bought it). At first they couldn't even find a record of what sort of water heater we had or how old it was. They had to send some guy out to look at it, requiring me to set aside a four hour block of time. He didn't show. I called the office furious and they claimed he had contacted them to say he showed up a bit early, found no one home and left. That would be totally unacceptable even if it were true, but my husband was home at that time and the contractor was simply 'exaggerating' or had made next to no effort to make his early arrival known and then just left before the agreed time slot even began.
The office was apologetic and claimed this was totally unheard of (I should have read reviews of their service earlier, that's clearly not the case). I agreed to make another appointment. This time someone came and took a quick look confirming that the water heater was something like 20 years old and should have been replaced long ago. This is their own equipment and they barely had record of its existence. They should have been able to tell me this on the phone. Instead, eight hours of my life wasted already.
It gets worse. I had to make another appointment for the actual replacement. This time several hours into the scheduled block, nothing. I called the office wary of their unreliable contractors by now and they tried to locate the employee in question. They couldn't reach him, his phone was off. Time slot nearly passed. No sign of the guy and the office has been entirely unable to locate him. As far as I know they never found out why he just b---ered off and skipped his appointments without even attempting to let them know. Sounds like its common practice for the contractors Direct Energy employs.
The next day I got a phone call back from their office appologising again offering me a few months free rental (something like $21 total for 12 hours wasted and work missed?! Whatever.) and trying to get me to book another appointment. Not a chance.
Currently looking for a rental company that's tolerably reliable.