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About Direct Energy

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PUCT#: 10040

Direct Energy is one of the largest providers of energy and energy-related services in North America. With customers in all 50 states, 10 Canadian provinces, and Washington, D.C. Direct Energy has also shown to be a progressive company, developing new plans, products and technology that deliver consumer insights and resources to help them save money. The Nest Learning Thermostat, Plenti and their personalized Online Account Manager are all tools that Direct Energy puts in the hands of their customers to use less energy. They're also very progressive, with active social communities on Facebook, Twitter and Pinterest that help them stay in contact with their customers.

Texas Electricity Ratings Score:


( 3.4 / 5 )
Our rating criteria
All Providers Ranked From High To Low

Rating Summary:

Plans & Products -
Complaint Resolution -
Community Outreach -
Innovation -
Rewards -
Market Perception -

Legend:

- Among the Best
- Better than Most
- About Average
- The Rest
- Data Unavailable

Plans & Products

We looked at providers' product mix, types of plans, accessibility and incentives. This score is based on a review of non-traditional products, tiered pricing, green plans, and prepay options. It is also based on accessibility by measuring deposit options, payment amounts, credit requirements, base charges and monthly recurring charges, and finally incentives; gift cards, bill credits and customer rewards.

Complaint Resolution

Complaint Resolution looks at how a provider responds to customers' concerns and find solutions to their problems. This score is tied to customer service complaint surveys, responsiveness, handle times, linguistic options, and cost to serve.

Community Outreach

Community Outreach looks at a provider's involvement in its community and giving back. This score includes carbon footprint involvements, charity programs for customers, charity involvement, employee engagement programs and volunteering.

Innovation

Innovation looks at new products, environmental and industry advancement, and market leadership. This score includes involvement in improving the environment, providing tools for customers to be more efficient and reduce overall cost of energy and consumption (ie: smart thermostats and other home products, usage emails and summaries, solar partnerships, etc)

Rewards

Rewards looks at the type of incentives the provider offers its customers to keep them satisfied and engaged with their energy company. This score includes rewards offered, such as gift cards, bill-credits, free power, renewal products and refer-a-friends programs.

Market Perception

Market Perception is an average score from other market scores and resources such as the Better Business Bureau, Public Utility Commission of Texas, and other 3rd party surveys.


Direct Energy Customer Engagement

317   Reviews

166   Replies

Response Rate:
52.37 %




This graph ranks Price, Plans, Promotion, Order Experience, Customer Service, Billing, Account Management, Likelihood to recommend and Overall score of Direct Energy



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317 Reviews and 166 Replies for Direct Energy


Best price around
(5 / 5)

  Always a good price on electric. Great customer service reps !

Sharon from Sulphur Springs
April 26th, 2018

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Great rates and very good customer service.
(5 / 5)

  Needed to re-up and got a great rate again.

Designman1980 from Eastland
April 26th, 2018

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pay bill
(5 / 5)

  kim was fast and efficient

jeff from Rowlett
April 24th, 2018

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Billing help
(5 / 5)

  Kim was awesome she was able to help me.

Maria from Odessa
April 24th, 2018

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billing Chat
(5 / 5)

  Megan on the chat was AWESOME!!!!

hall from Houston
April 19th, 2018

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Chat service great!
(5 / 5)

  I was really concerned about my electricity service. But Kari at Direct Energy set my mind at ease. I appreciate her knowledge of the situation I had. I'm extremely satisfied with Direct Energy as my service provider.

Charlotte from Dallas
April 11th, 2018

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Needed help with payment arrangements
(5 / 5)

  It doesn't matter what my need is when I call or chat with customer service from Direct Energy, they ALWAYS help me and listen to what my situation is.They are always kind & very helpful.
I refer this company based on my experience with customer service and my monthly savings. Keep up the good work!!

Kim from Houston
March 27th, 2018

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Great customer service!
(5 / 5)

  I needed help changing my service start date. Customer service rep was very helpful and accomplished this within minutes.

brad7526 from Fort Worth
March 27th, 2018

Hi Brad! We are happy we could assist you in a timely manner with changing the start date for your service. Don't hesitate to contact us if you ever have questions or concerns. All the best, - Jane

Direct Energy Responds April 5th, 2018
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DIRECT ENERGY THUMBS UP !!
(5 / 5)

  Everything was Great!!

Diana from Friendswood
March 21st, 2018

That's great feedback, Diana. Thank you for taking the time to leave your feedback. Have a nice day! - Cole

Direct Energy Responds March 26th, 2018
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Try the chat room.
(5 / 5)

  I had all my issues resoved in a polite and timely manner. Thank you Kim.

PJ from Houston
March 9th, 2018

We are glad to hear that Kim took care of all the concerns you had. Thanks for reaching out to us and leaving feedback. Our goal is to provide exceptional service to our customers. Thank you for your business. - Cole

Direct Energy Responds March 19th, 2018
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GoodForAllPeople
(5 / 5)

  Very good plan..

Sanjeevimurugan from Irving
February 20th, 2018

Thanks for the review and for choosing Direct Energy. Have a nice day! - Cole

Direct Energy Responds March 1st, 2018
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The Best Energy Provider Here
(5 / 5)

  I had renewed with Direct some months before but I guess it was too early for a renewal but one phone call and it was done immediately by a very knowledgeable Customer Service Rep. Direct has been my choice for some time now and I don't plan to change any time soon.

Randy H from Houston
January 17th, 2018

We are so glad to hear this feedback, Randy. Thanks for sharing your experience. Have a great evening. - Cole

Direct Energy Responds January 30th, 2018
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experience with Direct Energy
(5 / 5)

  My experience with Direct Energy has been great but mostly the cost. I have had such great savings and for me that is most important in my time of financial difficulties. Thank you so much.

Maria Flores from San Juan
January 5th, 2018

Maria, thanks for the wonderful feedback. We are glad to hear that you are able to see a savings while being with us. Have a great day! - Jane

Direct Energy Responds January 10th, 2018
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HAPPY CUSTOMER
(5 / 5)

  I happily report that in my almost 4 years of being their customer, I have zero complaints

DANIELLE W. from Grapevine
December 21st, 2017

Danielle, thank you so much for the kind words. We are always happy to hear from our customers on how we are doing. We appreciate your business. Have a wonderful day! - Cole

Direct Energy Responds January 10th, 2018
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Love
(5 / 5)

  I absolutely love Direct Energy. Ive had them for a few years now with no complaints. I have the free weekends plans and its the best for my lifestyle since Im usually not home on week days

Alia M from Dallas
December 20th, 2017

Thanks for the kind words, Alia! We appreciate the feedback. It's nice to hear that the free weekends plan is working out well for you. We hope you have a wonderful day. - Cole

Direct Energy Responds January 10th, 2018
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Melinda in Customer Service
(5 / 5)

  My Family is facing an extremely hard time at the moment paying bills due to a death and job loss back to back. Melinda gave me all the information needed to help my family in our time of need. she is definitely a blessing is disguise and I couldnt be more thankful!!!

Amazing customer service rep from Arlington
November 29th, 2017

Thank you for taking time to share your experience. We understand that sometimes our customers run into hardships and we always want to be there for our customers in their time of need and offer any assistance we can that will be helpful. We are so pleased to hear that our customer care agent, Melinda was able to provide you with options to get this resolved in your time of need. Please don't hesitate to reach out should you need our assistance again. Have a wonderful day! - Jane

Direct Energy Responds November 30th, 2017
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Prompt Service
(5 / 5)

  Direct Energy was quick and easy to be a customer with and understood the neccity of having your home equipped with service

Prompt Service from Alice
November 21st, 2017

Thanks for this terrific feedback. We strive to provide great customer service and rates that are affordable. We also understand how convenience is very important. Glad we could help. Have a great day! - Jane

Direct Energy Responds November 22nd, 2017
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By far the best
(5 / 5)

  This is the absolute best electric company I have been affiliated with. Their rates, plans and customer service has never failed to impress me.

Keri from League City
November 20th, 2017

Thank you for taking time to leave your review. This feedback is very helpful. We try to ensure we are always providing the best customer service possible and happy that we can offer affordable rates. Have a great day! - Cole

Direct Energy Responds November 22nd, 2017
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Very Satisfied
(5 / 5)

  I noticed that the electricity plan that I was paying was not the correct plan and the agent was able to help me and get my account lined out. And even offered a credit on our account for the trouble.

CMTIPP from West Columbia
November 2nd, 2017

This is wonderful to hear. Thank you for sharing the experience you had. Don't hesitate to reach out if you need anything else. All the best, -Jane

Direct Energy Responds November 7th, 2017
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Nice peoole, affordable service
(5 / 5)

  Had an issue with mailing information due to an uncomfortable situation. It was taken care of promptly and politely.

Recommended to anyone from Alvin
October 24th, 2017

Thank you for the feedback. We are glad to hear that everything was resolved efficiently. We hope you have a great day! - Cole

Direct Energy Responds October 25th, 2017
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Updated: 05-17-2018
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