Deml

We had a problem whereby our furnace would not turn on. The thermostat would try and kick in but until we shut the thermostat on and off, it just would not turn on. We couldn't figure out what the problem was. Although the repair person, came on time, we were very concerned with this work as we were leaving the next day for a two week vacation out of the country and this was in early April. We were afraid of the pipes possibly freezing. We were told that we were covered for the service with their insurance plan, go figure when the repair guy came, he said it wasn't covered. The repair was made, we went away, came back and the weather had warmed up considerably so the furnace was shut for the spring/summer season. The following October, once we got the furnace running again, the same problem we had before started again. We complained to Direct Energy, wrote a letter to them, a couple actually and they did nothing. No apologies, no offer to send someone back to make it right, nothing was done. Just a run around for months which is still going on (since early 2005) We are very disgusted with them as their service since Consumers Gas changed hands, has been awful. It turns out the problem was with the thermostat. So that only means the $500 we spent was unnecessary and nothing was wrong with the part that was replaced. Oh on top of it all, this repair man was trying to get us to buy a new furnace when the one we have is 10 yrs old.

When our furnace broke at the beginning of winter, we called Direct Energy and signed up for the furnace protection plan. For $20 per month they fixed a $500 problem with our furnace - while waiving the 72 hours waiting period for a repair. We did not realize that it included a free annual cleaning, which was performed without having to be requested. We forgot about the plan until today, when they called to arrange our free furnace cleaning.

Direct Energy advised that A/C compressor was no longer good and is not covered under my monthly plan. My A/C is no longer working and I still continue to pay.

The duct cleaning technician did a professional job and tried to explain what he was doing. In addition, as he cleaned the ducts, he positioned a camera to show how effective the cleaning process was. There was a large amount of dust that was removed from the ducts as a result. I was surprised how much debris was left in the vent ducts that was removed including pieces of wood, nails, etc.

Had a leak from a water heater. Repair guy came for an assessment immediately and replaced it the following morning. Showed up exactly when he said he would and was very nice and helpful.