KA from Ottawa

We have been a customer of Direct Eneregy Home Services for many years and kept paying the $200+ annual heating maintenance mainly for a 20 mins inspection and "cleaning" of the furnace. It was always a pain to get a convenient appointment for the heating maintenance. I kept getting reminder letters signed by their VP & GM, Mike stating how important it is to schedule maintenance and how easy it was even to book on line. The link provided was not working. I kept trying to persistently cal several times untli finally our maintenance appointment was got scheduled for Friday Feb. 23 between 3 & 7pm. I took the half day off but none showed up (no calls, no note left on the front door). We complained then a technician came the next day. The technician red tagged our furnace as unsafe because of cracks in the heat exchanger. She told us that the furnace passed its 10 years on Jan. 31 when the warranty for the heat exchanger ceased. We were left with the only option to talk to their sales guy they would not offer space heaters unless we purchase a new furnace from DE. This is a dispecable way of teating loyal customers. We called Holmes Heating who proviided superior help and installed quickly a mew furnace. Above and beyond leaving us in the cold, DE refuses to stop our monthly heating mantenance payment until Oct. 2013. Our family is angry for THIS OUTRAGEOUS treatment by Direct Energy.This is not a company that deserves to stay in business. We DO NOT recommend Direct Energy Home Services to anyone because in an emergency situation there is a great chance that you will be abandoned and suffer like us.