Joanna in North Toronto

Direct Energy Essential Home Services has treated us horribly. In failing to respond to our concerns, which we communicated by phone and letter, the company has demonstrated that it is absolutely and utterly indifferent to my satisfaction. Our boiler failed during a winter cold spell. We had diligently paid for a Heating Protection Plus Plan for years (the previous homeowner had it and they automatically started charging us, annually, since I was paying the bill by preauthorized payment). After the boiler breakdown, Direct Energy personnel broke the boiler ("oops", says the tech) but at first said they could repair it (we just needed to wait for a part). We waited patiently only to be told that nobody ordered the part. Similarly, we had an appointment for repair where no technician showed up. Eventually we were told the boiler could not be fixed. Their quote for a new boiler was almost double that of another company with excellent reviews on this website. After all this, Direct Energy takes the position that we should still have to pay for the Protection Plan for the year in which the boiler breaks due to their negligence and in which they deem the boiler to be non-repairable. Direct Energy left our family (with a young child and me pregnant) in the freezing cold for over a week, despite frequent calls for help. The pet fish died. Direct Energy did not even give us space heaters. They still have not responded to my letters of complaint (now over a year later) other than a rude phone call that did not address my concerns. Since they have my money, it is apparent they could care less about ensuring my satisfaction. Throughout, staff have been incompetent and hostile. I am shocked and appalled with the non-service received from this business and hope this will serve as a warning to other potential consumers to steer well clear!