Shelly in Toronto

We asked Direct Energy to replace our water heater because it wasn't keeping the water hot. The employees we arrived were awesome. They noticed our furnace vent wasn't attached to the chimney and couldn't add the new heater until it was fixed. We used the chimney company they suggested who were great. Now the problem starts. When the chimney company had 30 mins left to finish the job, they told us to call DE and they would send somebody right away as they usually do. I called and was told that the employee who worked on our heater was off that day and that we'd have to wait until the next day between 9-1. I told her it had been 4 days without heat or hot water and we had a 4 year old son. Couldn't she sent someone else. She said no-one was available but she'd ensure they came between 9-12 as I had to leave at 12:30. Well, 11:30 the next day and no-one arrives. We call and DE says they will check to see where we are on the list and call us back. 12 noon and no call back. I call them, explain the situation, that it's now 5 days without heat or hot water. Put on hold 30 mins on and off. Finally get the lady I spoke to the previous day. They can't make it by 12:30, nothing is available in the afternoon and we'll have to wait another day! Absolutely no sympathy for our situation. I remind her that this is not a new request, but a followup and all they have to do is install the new heater. It should not take long and that we've been waiting 2 days already. How can she make us wait another day when it's already been 5 days and we have a 4 year old. I need someone now. She finally says she can have someone at our place in 10 mins after I tell he I want to speak to her supervisor. They guys who arrive are awesome and friendly, trying to make me laugh because they know I"m upset. I ask how many of their clients today have been without heat or hot water for 5 days like us. They reply none. How the heck do you prioritize appointments this way? Surely having no hot water or heat (because the hot water tank is not in) for 5 days and with a young child is more important than not having water for 1-2 days, even 3-4 days? We're very unhappy with the planning/scheduling side of Direct Energy. The techs are great though. However, I wouldn't recommend them to anyone after this experience.