Direct Energy Company Review
We've been collecting customer reviews for Direct Energy so you can get the inside scoop on what it's like to be a customer.
You can order Direct Energy Energy Plans online.
Featured Review for Direct Energy
No problems for 13 years...knock on wood.
I've had Direct Energy at my apartment for nearly 13 years and have had no problems whatsoever with them. I had a contract with them when they were Houston-based, but when a Canadian firm bought them out, they refunded my $250.00 deposit with credits during the summer of 2012 and have been month to month since. My rates have been ok, around 11 cents/kwh, maybe 14 during the summer add Centerpoint carrying charges and taxes and it comes to around 21 cents/kwh on a monthly basis. They try to get me to go for "free nights" but there's no such thing as free electricity. All in all, Direct Energy is one of the best deals out there, with very little interruptions and great service.
Electricity Plans for Direct Energy
Texas Electricity Ratings can help you find the best Direct Energy electricity plan. Below are the lowest priced Direct Energy plans, as well as our ratings and reviews.
Houston Electricity Rates from Direct Energy
Compare more Direct Energy Houston Plans
| Plan | Term | Rate |
|---|---|---|
| Live Brighter Lite 12 | 12/months | 15.5¢/kWh |
| Live Brighter Lite 24 | 24/months | 15.5¢/kWh |
| Live Brighter 1K+ 24 | 24/months | 16.8¢/kWh |
Dallas Electricity Rates from Direct Energy
Compare more Direct Energy Dallas Plans
| Plan | Term | Rate |
|---|---|---|
| Live Brighter Lite 12 | 12/months | 15.5¢/kWh |
| Live Brighter Lite 24 | 24/months | 15.5¢/kWh |
| Live Brighter 1K+ 24 | 24/months | 16.8¢/kWh |
Best Direct Energy Plans as reviewed by Texas Electricity Ratings
| Plan Name | Plan Rating and Review |
|---|
Direct Energy Rating and Review Summary
There are 401 total reviews for Direct Energy, with an average rating of 2.9/5.
| Company | Stars | Rating | Reviews |
|---|---|---|---|
| Direct Energy | 2.9/5 | 401 |
| Star Rating | Ratings and Link |
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| 146 5 star reviews | |
| 67 4 star reviews | |
| 12 3 star reviews | |
| 28 2 star reviews | |
| 148 1 star reviews |
| Category | Stars |
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Recent 5 Star Reviews
No problems for 13 years...knock on wood.
I've had Direct Energy at my apartment for nearly 13 years and have had no problems whatsoever with them. I had a contract with them when they were Houston-based, but when a Canadian firm bought them out, they refunded my $250.00 deposit with credits during the summer of 2012 and have been month to month since. My rates have been ok, around 11 cents/kwh, maybe 14 during the summer add Centerpoint carrying charges and taxes and it comes to around 21 cents/kwh on a monthly basis. They try to get me to go for "free nights" but there's no such thing as free electricity. All in all, Direct Energy is one of the best deals out there, with very little interruptions and great service.
Hello Scotty. We are super honored and grateful to have your trust and loyalty for nearly 13 years! That is so fabulous, there are not enough words to express how happy this makes us! We will work as hard as we can to continue as your trusted electricity supplier for many more years. Thank you for choosing Direct Energy. We love serving you! All the best! - Marta / Digital Care
— Direct Energy on July 7th, 2022
Direct Energy Best Rates Available
Direct Energy has fantastic competitive rates, great customer service, and a user friendly website. Simple and cost-effective is why I'm a Direct Energy customer. Plus you get Get a $50 bill credit
Hello I. Smith. Thank you for taking some time out of your busy day to share your great experience with us. We are delighted to know that we have been able to satisfy your needs and that you are happy with the service we provide. Our main objective is to always give you the best experience so that all of our interactions to be 5-stars! Thank you for referring us to your friends and family, to have more details about this campaign go to https://www.directenergy.com/refer-a-friend. Thank you for trusting us! Please take care and be safe! - Sophie / Digital Care
— Direct Energy on November 30th, 2021
Billing Error
I was pretty happy with the company and the plan(Free nights 9pm to 9am) I have. On my latest bill, there is an error. On all my previous bills, you will see "FREE Usage xxx kWh and FREE TDU Charges" but not on the latest November bill there is no credit for "Free TDU Charges" . So the amount is more than double because the FREE TDU Charges" were not credited. I had been trying to contact the online customer service but they just don't understand the bill at all.
Good afternoon, Henry. Thank you for bringing this to our attention. We are truly sorry for the inconvenience you have experienced regarding your bill. You are an important part of our family and we would love to further investigate this matter, please feel free to contact us by phone at 888-305-3828, or through our Live Chat department at www.directenergy.com, we will do our best to solve your concern. We look forward to hearing from you soon. Thank you for the feedback. Have a beautiful day! - Sophie / Digital Care
— Direct Energy on November 22nd, 2021
Best electric company
I recommend it 100%The best rate, honest,they don't take advantage of their customers,, excellent customer service
Good afternoon, Belem. Thank you for sharing this nice review with us. We hope to have the opportunity to be your trusted electricity supplier again in the future. Thank you for the opportunity you gave us to serve you. Please feel free to reach us anytime you need us, we'll be waiting for you. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on September 13th, 2021
$50 off with code Y8PT5E !!!
I LOVE direct energy. Their customer service is fantastic. Every time weve called they have attended us in a friendly and efficient manner. Plus I got $50 off with this code: Y8PT5E
Good afternoon, Ana. There is no bigger compliment for us than when our customers say they would recommend Direct Energy to their family and friends! Are you familiar with our Refer a Friend Promotion? You and the new customer can each receive a $50 credit. To find out more information, visit our website at https://www.directenergy.com/refer-a-friend. We love knowing that you have had great assistance from our Customer Care Team. We always strive to provide an excellent customer experience and we definitely appreciate when our customers share their awesome experience through reviews, so we thank you for taking the time to do so! Thank you for your trust and loyalty! Have a beautiful day! - Sophie / Digital Care
— Direct Energy on September 2nd, 2021
Great rates and customer service
I have been with Direct Energy in the past and left thinking I could get a better rate. The customer service is excellent when you have any billing issues they treat you with respect. I went back to them this year and put their service on 2 houses. You will be pleased to know Direct has great people working for them.
Good afternoon. Thank you for taking the time to share this important comment with us. Thank you so much for giving us another chance to serve you. We are very happy to have you in our family and we will do our very best to continue as your electricity provider for many years to come! Please take care and be safe! - Sophie / Digital Care
— Direct Energy on August 10th, 2021
Absolutely THE BEST!
As other people have had problems paying their bills before, during and with the continued covid crisis, Direct Energy has been there for me and my family through it all! I have never had a more positive experience with friendly and helpful customer service representatives than I have with Direct Energy! In several states to include Texas, no energy company has delivered the best experience!
Good afternoon. Thank you so much for this awesome review! These have been difficult times for everyone, and we are glad to have been able to serve you and always be there for you, because you are a very important part of our family. We know that together we can achieve great things. Thank you for your trust and loyalty! Please take care and be safe! - Sophie / Digital Care
— Direct Energy on August 10th, 2021
I'm already a customer,,i give 5 star +good Custer service and my plan was exelent very honest company i recommended 100%
I recommend 100% and i give 5+Star
Very honest company
They don't take advantage of in there customers like others company do,,thank you
Wow, we were blown away by your positive words, we really appreciate the time you took to write such a detailed review, Belem. We are honored to have you as a customer. Have a great day! - Zoeh / Digital Care
— Direct Energy on June 15th, 2021
The best service in all terms! A happy customer
Great deals. Good service
Hello Jeniepriyanka. Thank you for this great rating and comment! We are so pleased to know that we have earned your trust and loyalty, and we appreciate you sharing your experience. We will continue doing our best to be your trusted electricity provider for a long time to come! Have a great weekend! - Sophie / Digital Care
— Direct Energy on June 11th, 2021
A great big help!
I contacted customer support because I used the wrong bank account to make a payment and they were quick to get it canceled so I didnt get an overdraft fee. Also assured me I would not be disconnected if my payment did not clear because the money came out of my cash app account and was denied but showed complete on their side. Completely satisfied with DIRECT ENERGY!!!
Hi Jennifer, wow, we were blown away by your positive words, we really appreciate the time you took to write such a detailed review! We noticed you mentioned that the mistake with the payment has been addressed and we are very happy about it. Feel free to contact us whenever you need it. Have a great day! - Zoeh / Digital Care
— Direct Energy on June 7th, 2021
Hi Mike, we're pleased to know that your experience with us was a good one. thank you for entrusting us with the care of your energy and for taking a moment to leave this review. Have a great day! - Zoeh / Digital care
— Direct Energy on May 26th, 2021
Best in texas
Gaddy helped us keep our power on when we made a mistake with transfer and it was seem less. They go above and beyond for customers
Hello Ryan. Thank you so much for taking some time to share this great feedback with us! We are so delighted to know you received the attention you deserve! We will make sure to congratulate Gaddy and her team for her commitment and the amazing job done! Thank you for your trust and loyalty, we're happy to serve you! Have a beautiful day! - Sophie / Digital Care
— Direct Energy on May 10th, 2021
Thank you for understanding!
Camila and Emma on the messenger option are amazing! Kind, professional, understanding and that is very rare to find in customer service nowadays. Thank you!!!
Hi Diana, your story is incredible. We are overjoyed to know that Direct Energy exceeded your expectations and showed what the customer service experience should be! We are glad to have Camila and Emma as part of our Digital Care team. We will be sure to pass this feedback along to the appropriate team for recognition. Thank you for your business and your kind review. Stay safe! Happy weekend. Zoeh / Digital Care
— Direct Energy on October 9th, 2020
The Best!
I've RECENTLY switched over from TXU, not only are the agents better, but they help you more as well, would definitely recommend, thank you Direct Energy!
Thank you for the awesome endorsement, we are proud to have your support! We look forward to continuing to provide you with oustanding service for many years to come!
— Direct Energy on November 7th, 2019
Excellent Customer Service and knowledge of service plans
My agent Amanda, was amazing. She has extensive knowledge of the service plans, and helped me compare the plans to find the one that was best for my family. This type of customer service makes me happy to have direct energy as my energy provider. Thankyou Amanda
Thank you for the wonderful review, Tanisha! We will be sure to contact Amanda and her supervisor with your positive feedback! Have a pleasant day.
— Direct Energy on July 15th, 2019
Super fast and easy live chat!
I was just concerned about when I'd be receiving my free Amazon Echo Dot, so I went in to live chat. To my surprise it was rather fast and easy to use. Cres got back to me quickly to answer my question. I thought I'd have to call and be on hold to speak to someone since mine was a new account, but I didn't and I was satisfied with the answer and service I was given!! Thanks so much for making it so easy!
We appreciate the positive feedback! We aim for excellent customer satisfaction and we are happy to hear we were able to satisfy your energy needs. We will be sure to inform Cres and his supervisor of your feedback as well!
— Direct Energy on June 17th, 2019
Questions about a particular plan
Kim @ Direct Energy was great. She is professional and answered all of my questions.
Good Afternoon Helen,
Thank you for the positive feedback regarding our chat agent Kim. We are pleased to hear she was professional and able to address all of your questions and concerns.
-Marie
— Direct Energy on May 6th, 2019
Great service!
I have had a great experience with DE. A few hiccups along the way but nothing they could not handle quickly. I am pleased! The chat has actually worked awesome for me!
Good Afternoon Lisa,
We appreciate you taking the time out of your day to provide an exceptional rating based on your experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction.
Please feel free to reach out to us via phone or Live Chat on our website with your full contact information should you ever need our assistance. Thanks and have a wonderful day!
-Marie
— Direct Energy on May 6th, 2019
Great communication thru the" Chat"
I tried to sign into my.new account, couldn't find my account #. Plus,I was concerned that my rate would be very expensive since I use less than 500kg
On average. Chat with Kim Relieved my worry. Thought I would be charged for .500 even if I only used 350 0r 400
She assured me that I wouldn't!.
Good news, Informed personnel are the heart blood of Customer Service.
Kim exemplified great customer service!
Good Afternoon,
Thank you for the positive feedback regarding our chat agent Kim. We are pleased to hear she was professional and able to address all of your questions and concerns with ease. Please feel free to reach out should you have any additional questions or concerns.
-Marie
— Direct Energy on May 6th, 2019
Perfect service
This company is amazing, not just the plans they offer but the customer service as well.
Thanks for the positive review Ashley! We appreciate you :) - Allie
— Direct Energy on February 27th, 2019
Great Service
I used the Chat Now option to ask a question about my renewal. It was fast and easy. Javier answered all my questions in a friendly fast manner. Renewed for 2 more years!
Hi Jessica,
Thank you for taking the time to give us a wonderful rating based on your personal experience with our company. We certainly value you as a customer and look forward to servicing your future needs.
-Marie
— Direct Energy on May 6th, 2019
Excellent Customer Service
Excellent customer service, always helpful when I need them.
Good Afternoon Tricia,
We appreciate you taking the time out of your day to provide an exceptional rating based on your experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction.
Please feel free to reach out to us via phone or Live Chat on our website with your full contact information should you ever need our assistance. Thanks and have a wonderful day!
-Marie
— Direct Energy on May 6th, 2019
Glad I switched
I used to be a Reliant customer and finally got tired of being over charged, so I switched to Direct Energy and I am so glad I did.
Yay!! We are so glad you are apart of the DE family also. Hope you have a healthy and happy 2019 :) - Allie
— Direct Energy on February 27th, 2019
Direct Energy thums up
Great company, great prices, great plans, and on top of that, you can speak with a real person on the phone when you need assistance the most.I've been using them for over 4 years, and never once I had an issue. I moved 3 times while I had Direct Energy as a provider, and every single time, there were there to switch my service in no time (no issue)
We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie
— Direct Energy on February 27th, 2019
Great Customer Service
My rep, helped me all my questions, and answered all of the concerns i had.
We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie
— Direct Energy on February 27th, 2019
Excellent Customer Service
I highly recommend Direct Energy to everyone. They really do care!!
Yay!! We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie
— Direct Energy on February 27th, 2019
The best company in Houston TX
They always there to help me ! Always the best rate. Love this Honor company
Good Morning, Yuval. We certainly appreciate these awesome ratings and the review! It is our pleasure to provide you with an outstanding customer experience, and we are thrilled to have you on the Direct Energy team! Thank you for the feedback, and have a fantastic week! - Jack
— Direct Energy on October 15th, 2018
Great Customer Service
I was able to chat with Megan regarding plan options and she was able to answer all my questions. Thank you, Megan for all your help. She provided links and took the time to look up information on plans for me in my area.
Thank you so much for leaving this positive review, Deanna! We will ensure Megan, and her immediate supervisor is notified of this feedback. We appreciate your time. Have a wonderful day! -Eleanor
— Direct Energy on August 20th, 2018
A Breeze
This is Awesome. I was very disappointed with my previous service provided and unfortunately the relationship of more than 4 years had to end. I reviewed several other companies before arriving here and was displeased at their demands for a huge activation deposit. None of them could clearly explain why those startup monies were necessary or could confirm if they were refundable minus all the fees if the relationship had to end. I would have been okay to pay it out installments but no one was hearing that. Just hand us 220.00 and well turn it on. Im glad i found you guys and very pleased there's no deposit. This is how you become and remain #1. Im telling everyone I know at the old company to follow me. (#high5) Thank you ..Now lets do business one kilo watt at a time. Praise God!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Thank you for taking the time to leave us this review, Ok2BAwesome. We are so pleased to hear of your experience and attitude towards our service. It makes us happy when our customers are happy! If you have any questions or concerns regarding your account in the future, please know you can connect with our Live Chat team through our website www.directenergy.com. Have a nice day! -Eleanor
— Direct Energy on August 20th, 2018
LOVE DIRECT ENERGY
MY PLAN EXPIRED 2 MONTHS AGO AND I DID NOT REALIZE IT UNTIL I GOT A HUGE BILL. THEY HELPED ME GET A NEW RATE AND RE-BILLED AT THE LOWER RATE. I HAVE BEEN WITH THEM 11 YEARS AND WOULD NOT CHANGE DUE TO THEIR AWESOME CUSTOMER SERVICE!!
We appreciate your loyalty, Shannette! Our Customer Care team is always willing to help, and explore different options that are available. We are so glad our team was able to take care of this for you. Please know you have the opportunity to connect with our Live Chat team at any time through our website if you are in need of assistance in the future. Thank you! -Eleanor
— Direct Energy on August 20th, 2018
Amazing Customer Service
I love direct energy. They are very helpful and understand to the needs of the customers.
We appreciate your feedback, Rashadglenn! Here at Direct Energy, we always strive to put our customers first. We are glad this has been this case for you too! Please know you may reach out to our Live Chat team through our website www.directenergy.com in the future if you have any questions regarding your account. Thank you for your time! -Eleanor
— Direct Energy on August 20th, 2018
Very happy with my service!
Easy to sign up, get weekly emails with usage numbers, and customer service was great! We are up for renewal next month and will definitely renew!
That is great news, Sara! We are lucky to have a loyal customer like you. Thank you for the positive review and 5-star rating! -Eleanor
— Direct Energy on August 20th, 2018
Excellent! We love our Chat feature too. Thank you for the wonderful rating, NeeSha M! We hope you have a great day. -Eleanor
— Direct Energy on August 20th, 2018
Glad we switched!
We switched to Direct Energy several years ago, and have $aved. Reliant calls us from time-to-time, but we'll never go back. So glad we made the switch!
We know it's been a while since you've left this review, but we are wanting to sincerely thank you for the great rating! We appreciate your loyalty and you're the reason we love doing what we do each day! We hope you have a wonderful week! -Kate
— Direct Energy on August 21st, 2018
Best price around
Always a good price on electric. Great customer service reps !
We're so happy that you've enjoyed our customer service and have advised others about your great experience! Thanks for the review! - Kate
— Direct Energy on August 21st, 2018
Great rates and very good customer service.
Needed to re-up and got a great rate again.
We appreciate the 5-star rating, Designman1980! It is our goal to deliver an affordable product to our customers. We wish you all the best! -Eleanor
— Direct Energy on August 21st, 2018
Good Morning, Jeff! Thank you for the great rating and review. We are happy to hear Kim was able to assist with your concern! We will provide the positive feedback to her. Have an enjoyable day! -Eleanor
— Direct Energy on August 21st, 2018
We're so glad that Kim was able to assist you via chat! We truly appreciate the wonderful review, and we'll be sure to let her Supervisor know of your feedback! Thanks - Kate
— Direct Energy on August 21st, 2018
We're so happy that your chat experience with Megan was wonderful! We will certainly let her Supervisor know and pass on the wonderful feedback! Thanks - Kate
— Direct Energy on August 21st, 2018
Chat service great!
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.
We're so happy that you've enjoyed the Chat service we provide and specifically the feedback for Kari! We are going to let her Supervisor know and provide the wonderful feedback on her and her leadership! Thanks so much - Kate
— Direct Energy on August 21st, 2018
Recent 4 Star Reviews
Direct Energy order status
Email says "We'll send you an email update within the next 3 days when your order has been completed." But I haven't got any email so I went to chat the customer service after the 3rd day to get an update. The customer chat representative checked my order and it said it was approved and gave me the order details. Customer service Chat was prompt and didn't have to wait for a long time to get a response.
Hello DXC. Thank you for taking the time to share your experience with us. We care for you and we are really grateful to have you in our family! We love knowing that you have had great assistance from our Chat Customer Care Team. We always strive to provide an excellent customer experience. Thank you for giving us a shot! All the best! - Sophie / Digital Care
— Direct Energy on July 8th, 2021
Hello. Thank you so much for giving us this great rating. If there are any outstanding questions or concerns please do not hesitate to contact us through any of our communication channels anytime, it will be a pleasure to further assist you. Thanks for your trust! Have a nice day! - Sophie / Digital Care
— Direct Energy on October 7th, 2020
On-Line Chat GREAT!!!
Thanks to Nery - we were able to resolve my doublepayment due to a quick finger and me not paying attention!!
Thank you for sharing this feedback, KLW, and for giving Nery a special shout-out! We will make sure that the management team is aware of the awesome service that you were provided. Have a wonderful day!
— Direct Energy on November 7th, 2019
Bad experience after 3 years
I have been Direct Energy customers for 3 years, when I decided to move to my new house I called them (30 days before moving) to transfer my service to my new location (75056) but the representative told me the service is not available on that area and they don't charge me for early termination. When I saw my statement they charged me $135 for early termination, I called again and the representative checked my new zip code and agreed to waive this fee. Finally today after checking my credit card statement I saw they charged me $135. Really frustrated with their customer service.
We certainly wanted to take a moment to apologize for the less than exceptional experience. Upon review of your account, the early cancellation fee was included with your final invoice. A waiver request was submitted and a credit of $135.00 was applied to your card on file as of 7/8/2019. Please be advised it can take up to 10 business days for the refund to show on your account.
— Direct Energy on July 15th, 2019
Customer Service
The Customer Service Chat Representative "Amanda" Was Very Helpful and Was Very thorough. Thank you Amanda.
Thank you for the wonderful review! We will be sure to contact Amanda and her supervisor and provide the positive feedback!
— Direct Energy on June 17th, 2019
Good company, getting better
I have been with Direct Energy for 8 or 9 years now and, except for a few minor issues, have been pretty happy with their service. I use the live chat feature most of the time but, if I have to call customer service, I am usually not on hold too long at all and it doesn't take long to resolve whatever the problem is. The rates are a little higher than some lesser known providers but given the lesser known providers ratings, the higher rates are probably going to be worth it. In fact, my contract with Direct Energy expires this month and I had been shopping around for an electric provider with a lower rate but decided to go ahead and stay for that reason. All the providers offering lower rates had terrible ratings and customer reviews. I also found a few outrageous hidden costs and fine print nightmares among some of the lesser known providers. I would rather pay a few cents more and avoid having to battle with some other company's customer service department about a promise they made at signup they failed to deliver afterwards.
Good Afternoon Jennifer,
We appreciate you taking the time out of your day to provide an exceptional rating based on your experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. Please feel free to reach out to one of our live chat agents with your full contact information should you ever need our assistance. Thank you again and have an amazing day!
-Marie
— Direct Energy on May 6th, 2019
Direct Energy is GREAT!
I've been w/Direct Energy for a few years now. Their plans & services are without a doubt, some of the best around. We're very pleased w/our ongoing rate of $0.0500 per kilowatt-hour is most competitive around. Their website is extremely user-friendly & customer service is outstanding. My ONLY complaint is the differences displayed online vs. paper bill. However, this primarily due to when I actually pay, a full week after the billing statement. I HIGHLY RECOMMEND DIRECT ENERGY AS AN EXCELLENT CHOICE FOR ELECTRICAL DISTRIBUTOR!
Thanks for taking the time to leave us a review Tommy! Hope you have an amazing day. Allie
— Direct Energy on February 27th, 2019
Good so far...
I just started, but everything has been seamless so far. I dont even have to do anything to receive my echo dot! I have free weekends so with the kids home at that time, Im loving it!
Thats great to hear Britney! Thanks for taking the time to leave us a review. - Allie
— Direct Energy on February 27th, 2019
Customer Service
Direct Energy Customer Service is awesome. I am not easy to deal with, but Chas took ownership of the problem and hung in with me until it was resolved. It was an AutoPay issue and he worked with me, even involved his supervisor to get everything taken care of. Seldom do I find Customer Service where "Service" is the key word!
We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie
— Direct Energy on February 27th, 2019
Cs was really helpful
Needed help with my bill and cres from cs helped me out n was very kind
Thanks Esther! We are glad to see you had a great experience and will make sure Cres is recognized! - Allie
— Direct Energy on February 27th, 2019
Great Customer Service
Chatted with Kim today and she was a tremendous help! No wait time either. Issue resolved!
Thanks great to hear! We will make sure to pass the kudos along to her :) - Allie
— Direct Energy on February 27th, 2019
I got a great rate and no hard sales pitch!
I was shopping for an alternative to Cirro because of their outrageous "electricity delivery" charges. A friend recommended Direct Energy. Best move I have ever made. Great rate, no hidden charges, and my first bill was over $130 less than my last Cirro! Even signing up for the 24-month plan wasn't an issue with the rates I was given. I will be a customer for many, many years if this stays the same.
We are so happy to hear this, PBoudreau! We love to know that you are saving so much money, and we look forward to serving you for years to come. Thank you so much for the excellent ratings and review. Have an awesome day! - Jack
— Direct Energy on October 15th, 2018
Good online customer service.
Customer service helped to correct my issue promptly and easily.
Thank you for the great ratings! Our goal is to always provide an unbeatable customer experience. We appreciate you sharing. Have a wonderful day! - Jack
— Direct Energy on October 15th, 2018
The customer service people over the phone and chat are GREAT!
But the I T Dept has many issue to updating information on my account.
Hello, ronellnicholson41. Thank you for these excellent ratings! If you need assistance in getting your account information updated, please don't hesitate to connect with us on Live Chat from www.directenergy.com or engage with our Social Media team on Facebook. Thank you, and have an excellent week! - Stevie N.
— Direct Energy on October 15th, 2018
I Love Electricity!
Good company, just make sure to keep up with contact end dates.
Thank you for taking the time to leave us this review! We appreciate your ratings, and we are glad to have you on the Direct Energy team! Have a great day! - Stevie N.
— Direct Energy on October 15th, 2018
Outstanding
She was quick fast and knowledgeable. Didnt hesitate to fix my situation without judgement.
Thank you for the review, Tim! We are so glad to hear that our Customer Care Team was able to take care of your issue. Have a great day! - Jack
— Direct Energy on October 15th, 2018
Easy experience for set up and transfer
Used on line chat service to discontinue service at one address and activate at another three weeks out from move. Seamless...easy.
This is the feedback we love to hear, Jeff! We are proud of our Chat feature, and are glad you are enjoying the online digital assistance portal. I will pass this information along to our Chat team to ensure they are properly recognized. Thank you for being a Direct Energy customer! Have a wonderful day. -Eleanor
— Direct Energy on August 20th, 2018
That is great, Don! We love providing an affordable and reliable product to our customers. Thank you for being a Direct Energy customer! -Eleanor
— Direct Energy on August 20th, 2018
Love!!
I absolutely love Direct Energy. I cant believe how low my bill is every month.
We're so happy to know that you're seeing savings from our services and that you've enjoyed it so far! We apologize for our response delay, but we truly want to thank you for your service! - Kate
— Direct Energy on August 21st, 2018
Plenti Reward Points
Everything is just fine and very excellent. There is only one concern on the elimination of the Plenti Reward Points which I greatly missed it. I really enjoyed it using it.
Good Afternoon. We are glad to hear that you enjoy the service we provide. We can understand how plenti was a beneficial incentive for so many so we are in the process of seeing if we can offer a new incentive in its place. Please don't hesitate to contact us should you need assistance. Have a nice day! - Jane
— Direct Energy on March 26th, 2018
Excellent
I had trouble trying to log in, it never recognized my account number or my zip code. Today I called First Choice to fix my problem and in a matter of minutes I was able to log in. Thank you Dulce and everyone working in customer service
So glad we could get this taken care of right away for you. Thanks for the great feedback! Have a good day! - Cole
— Direct Energy on January 10th, 2018
Port A service
I've been with Direct energy 2 years and like the service and plans. Web site is easy and phone help is excellent. Highly recommend.
Thanks for being a loyal customer of ours, Chuck. That's so awesome! We are pleased we can offer you service that you are satisfied with. Have a great day! - Cole
— Direct Energy on January 10th, 2018
Great online customer service.
I had called several times to discuss my bill, but recently and now twice I have used the online customer service and resolved my concerns right away. I have been with Direct Energy for approximately 4 years now and I have recommended them to several of my family and friends.
Thank you so much for telling others to sign up for our service. We really appreciate it. Have a wonderful day! - Cole
— Direct Energy on November 30th, 2017
Wonderful customer service
I had a misunderstanding about account and decided to reach out to the chat option, I was assisted by Kyera who was more than wonderful. She explained in detail my concerns and assisted in setting up the appropriate approach.
Great feedback, Ruth. We are pleased to hear that Kyera was able to assist you with the concerns you had efficiently. It's important to us that we offer the best customer service experience to every customer always. Be sure to reach out should you need our assistance again. Thank you for your business! - Cole
— Direct Energy on November 30th, 2017
Thank you Toby! We appreciate your feedback Have a great day! - Cole
— Direct Energy on November 22nd, 2017
Great Customer Service Rep
Kyera was able to solve all of my issues with one chat session. She was very knowlegeable and had a great customer service attitude. I could tell she likes to help people.
Thank you for this feedback, David. We will be sure to share this wonderful feedback with her supervisor. Thank you for choosing Direct Energy. Have a fantastic weekend! - Cole
— Direct Energy on November 10th, 2017
Good chat service, bad timing
Good, efficient service with Chat, but, two things: 1) they sent a renewal letter six weeks before my contract expired, but the website didn't consider me eligible to renew. Had to go to chat. 2) they should tell you in the letter that the rates offered on line are better than the ones available by phone (though only by a tiny amount). And, it looks as though the initial offer is a bit of bait and switch. The best rate has gone up 13.5% in a year. Or, is it just the economy? And, oh, yeah, it's a nuisance to have to renew each year, but what the hey, that's life.
Phil, thank you for the feedback. We will be sure to forward the issue with the website not allowing you to renew online over to the digital team. All of the feedback we get from our customers is very important to us. Thank you for continuing to be with Direct Energy. Have a great day! -Cole
— Direct Energy on November 7th, 2017
Excellent Customer Service
Had a couple of bills due, because i was unable to work due to Harvey. They set up a installment plan and made it so much easier to pay my bills.
We are always happy to help anyway we can! We are sorry to hear you have been affected by Harvey. Don't hesitate to reach out if you need anything else. Have a good day! - Jane
— Direct Energy on October 10th, 2017
Direct Energy has the BEST Customer Service!!!!
They are very helpful and fast acting. Whenever I have questions or problems they're always quick with response. Great service. Would definitely recommend to family and friends !!!!
Hi M. Usana! We sincerely appreciate you being an advocate for us to your family and friends! If you ever have questions or ideas about how we may improve we'd love to hear those! If you would like to email those to us at dedigitalcare@directenergy.com that would be wonderful! You may also reach us by phone at 888.305.3828 or via Facebook or Twitter (@DirectEnergy.com). Thanks again for the wonderful review! We look forward to serving you for years to come. All the best, - Henry, Direct Energy Digital Care Team
— Direct Energy on September 7th, 2017
Great
Most of their customer service representatives are very patient and make sure your issues are resolved.
We are very pleased to hear this. Thank you for providing us with your personal feedback and for being a valued customer. Have a great day! -Cole
— Direct Energy on August 23rd, 2017
Customer Service
I had a few questions about my plans after transferring service and Kelsey was able to solve the issues quickly and courteously! It was easy to get my questions answered and it was nice not having to call and be put on hold. i was able to take care of the issues while not interrupting my work at the office thanks to the live chat feature.
Wow! We are so glad to hear you had a great chat experience with our digital care agent, Kelsey. We will be sure to provide her with this positive feedback. Thank you! Feel free to utilize chat again if you need. Thank you, -Cole
— Direct Energy on August 23rd, 2017
Cancellation of Plan
I noticed a certain surge protection plan was added to my account, so I requested that it be removed immediately. Megan, a representative was very professional and direct. The live chat lasted about two minutes, at most and my concern was addressed with urgency. Love, love, love this company!
Thank you for sharing your feedback Udy! We are pleased to hear this and will make sure Megan is recognized for a job well done! We hope you have a great day! All the best, -Jane
— Direct Energy on August 4th, 2017
SignUP and Enrollment
I had some trouble with the signup procedure. It appears the website has a minor problem, however, the Online Chat operator, Megan, was able to resolve the issue in an efficient manner.
Thank you for the review! We are glad that our chat agent, Megan was able to assist you efficiently with your questions. We will ensure she gets the appreciation she deserves for a job well done. Thank you for choosing Direct Energy! Have a fantastic day! All the best, -Jane
— Direct Energy on August 4th, 2017
Chat was quick
The chat agent was helpful and resolved my log in issues quickly
Thank you for your review, Rita! This is great to hear! Thank you for your business! All the best, -Jane
— Direct Energy on August 4th, 2017
Never have any issues
I've been using direct energy for about 2 years now, and I've always had a good experience with them. Their plans are cheap and I've never had any issues with paying my bills online. Their customer service is always quick and efficient. The website can be a little glitchy but that might be because I have to use my phone, but I have noticed they have been making updates and I especially enjoy the chat function. Overall I will always recommend Direct Energy!
Rachel, thank you for sharing your feedback. It's nice that you have recommended other's to us, and that you have had good experiences with our customer service when you needed assistance. Please report any issues you have with our website to us, so we can get those issues reviewed as soon as possible. Feel free to email us at dedigitalcare@directenergy.com if you have a current issue with the website that needs attention. Thank you, -Jane
— Direct Energy on August 4th, 2017
Chat about rates
I had a fast and easy experience chatting about my rate. Exactly what I expect when chatting.
Hi Jose! We understand that when you contact us, it is important to get the issue resolved quickly and efficiently. We are glad that you had a good experience when you chatted with someone with a question. Have a wonderful day! -Jane
— Direct Energy on August 4th, 2017
Thank you, Tomi! Have a wonderful weekend! All the best, -Jane
— Direct Energy on August 4th, 2017
Great customer service
I was inquiring about renewal of my rate plan with Direct Energy and the CSR online helper was great to work with.. helping me to understand more clearly the rates and extra charges.She helped me to select a better plan
Hi Ken, thanks for your review! We are so glad we've been able to assist you with your energy needs. If you ever have any questions going forward, please let us know. Have a fantastic day!
— Direct Energy on July 5th, 2017
Energy set up with Melissa
Easy and Quick. Just how I like it.
Hi Neal! Thank you for submitting a review. We are glad to hear that you have had an overall good experience with our company! Have a good day! -Jane
— Direct Energy on August 4th, 2017
Great customer service
I used the live chat on Direct Energy and was able to get the answers I needed. Michael C. was very helpful and answered all of my questions.I would definitely use this service again.
Hi Mayra! Thank you for taking time to leave your feedback. We are glad that Michael was able to take care of everything when you chatted with him! We will share this feedback with him. Thank you for being a loyal customer! All the best, -Jane
— Direct Energy on August 4th, 2017
Recent 3 Star Reviews
Customer service
Cres was extremely helpful; answered all my questions and concerns.
Yay!! We will make sure he is recognized!! Thank you. - Allie
— Direct Energy on February 27th, 2019
Sorry to Go
Have been a Direct Energy customer for only one year with a great rate and great customer service, unfortunately the renew rate is 30% higher than what is available elsewhere. 10/19/18.
We appreciate your feedback and will look into renewable rates in your area. Thanks - Allie
— Direct Energy on February 27th, 2019
No notice that contract was expiring
I have automatic withdrawal for the free weekends plan. I was not given notice that my contract was about to expire or had expired so I continued to lower the thermostat every weekend during the next 2 months. When my next bill was $100 higher, I contacted them to question it. That's when I found out it had expired 2 months prior and couldn't be restarted til the next month. I guess they will get extra money for the 2-3 months I was without the free weekend contract. Other than that, I have been happy with them. I just need to make note of my next contract expiration date because they probably won't notify me.
Hi Julie, and thank you for taking the time to share a review! We are glad to know that you have been pleased with your plan and the overall experience you have had with us. To address you concerns regarding contract expiration and renewals, we want to assure you that we are proactive in notifying our customers of an impending expiration. We send out notifications between 45-60 days in advance of the contract end date, which include available renewal offers and instructions on how to accept a renewal offer. In reviewing your account, I see that your end of term notification was included with your statement dated 4/28/2018. You should expect the same renewal process to occur when your current contract is due to expire. We hope this clears up any confusion, and please feel free to reach out to us via phone or chat if there is ever anything we can do for you. Have a fantastic day! - Jack
— Direct Energy on October 15th, 2018
Definitely Preferred Electric
Excellent prices, but customer service not always the easiest to understand.
Thank you for the feedback, Michelle. We are sorry to hear that you have had some issues with communication when you contact us. Please feel free to email us at dedigitalcare@directenergy.com if you still have unresolved issues that we can assist you further with. We are happy to help. Have a good day! -Jane
— Direct Energy on August 4th, 2017
Help with renewing with Direct Energy
The customer service representative was most helpful.
We appreciate your feedback! We are glad to hear the agent that assisted you with renewing was very helpful! Please don't hesitate to contact us if you need anything. All the best, -Jane
— Direct Energy on August 4th, 2017
Sign up an electrical plan
Short waiting time, smooth, and straight forward
Thank you for the feedback! Don't hesitate to contact us if you need our help! Thank you for choosing Direct Energy! -Jane
— Direct Energy on August 4th, 2017
Electricity bill
Melinda was very helpful and thorough in explaining
Dolores, we are happy that you had a great experience when you needed help. Thank you for being our customer! All the best, -Jane
— Direct Energy on August 4th, 2017
Service and price
Far better Service and prices than I Had with TXU
We strive to remain competitive and friendly to meet your needs. Thank you. - Ally
— Direct Energy on May 8th, 2017
They have a very lose definition of average billing
I used Direct for over a year and never had any issues with them except for with their idea of average billing. They offer average billing, but it is unlike any average billing I have ever experienced, and to this day, when I inquire about how average billing works with potential energy providers, I have never encountered Direct's odd approach to the matter.Direct Energy doesn't average bill in the sense of keeping your bill around a steady amount and then adjusting it for over or under usage. Direct's average billing bills you exactly what you used that month, so the bill is always a surprise. I spoke to several customer service reps about this issue, and they all seemed confused by my confusion; like average billing meant regular billing. It's really weird. So if you are okay with your average bill being a mystery surprise each month, go ahead and sign up with Direct. Honestly, it's the only issue I ever had with them, but it was enough to inspire me to switch to another provider. Just my personal preference, though.
Power-to-go Plan
The Power-to-go Direct Energy plan has been great. I get a daily email with my usage and cost. It's been really convientient. I haven't had to deal with customer service, so I cannot rate that, but set up was easy online!
Ok for an apartment.
I haven't had any issues with direct but their website isn't my favorite out of the energy companies. Customer service is helpful.
Consistent Service, Good Provider
I was a Direct Energy customer for almost 2 years, before I ended up moving. I thought the plan I had through them was price competitive at the time and have few regrets in using them.
The customer service was fine but the billing irritated me a little bit. Specifically, when I'd go to make a payment with them over the phone, they'd charge me a "convenience fee" to make the payment. What this really was a surcharge added to my bill to cover their costs with a third party billing group, I'm guessing. It irritated me that paying on time was still punished to the tune of about $36/year when I made my payments. I guess my alternative was to mail a payment, and that wasn't happening.
I would go with them Direct Energy again if they had a plan I liked when I was shopping for electricity. They gave me an overall good experience.
Recent 2 Star Reviews
2 bills on credit report...
I wanted to know why I have 2 bills from this company on my credit report for 2 different prices it's not adding up at all because I only had service with you guys once and I nevered had an electric bill on my credit report...I'm disputing this
Hello Nicole. We're sorry to hear about the inconvenience you've experienced, and we offer our sincerest apologies. We would love the opportunity to thoroughly investigate this situation and help you find the best solution for your case. Please do not hesitate to contact us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will do our best to resolve your doubts and concerns and show you how important you are to us. Thank you! Have a great start of the week! - Marta / Digital Care
— Direct Energy on October 17th, 2022
Good customer service and pricing
Billing is very sketchy
No help from customer service on billing-4 calls with 4 different stories
Pay close attention to your billing-they will say a payment cancelled will be credited back from where it was paid from then tell you it was credited toward your next bill but with the adjustment line on your billing the numbers will never add up
Pay close attention to your bill and always check the adjustments line above your current balance
For this reason I WOULD NOT recommend this service
We deeply regret the inconvenience you have experienced and offer our sincerest apologies for falling short of your expectations, Todd. We greatly appreciate that you chose us as your trusted electricity supplier and we would love the opportunity to talk with you and investigate this situation thoroughly to find the best solution for your case. We invite you to please contact us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will work as hard as we can to solve your concern. Enjoy the rest of your week! - MF / Digital Care
— Direct Energy on October 5th, 2022
Lawyer
A double payment was made on 8/25. I called that morning explained I needed one cancelled it was an accident I have rent due. Associate said I can't it has to go one bill that is not due yet. Talked to supervisor she says she fixed it. No money call back associate says it went to bill and there are no notes from supervisor. Talked to another supervisor ok I fixed it. Look on my account says future bill was paid. No notes from that supervisor either. Needless to say now refund did not even go in effect till the 1st of September and they are still saying 10 days. I Want my Money and I want you to pay my late fees. Immediately.
Good afternoon, David. We totally understand your concern regarding the duplicate payment made and we would love the opportunity to take a closer look at this and help in any way we can. Please don't hesitate by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will do our best to solve your concern and show you how important you are to us. We look forward to speak with you soon. Have a beautiful day! - Marta / Digital Care
— Direct Energy on September 6th, 2022
Worst possible customer service
I have literally had ONE nice experience with CS seriously to the point that I am willing to pay the early disconnect fee just to not have to deal with them. Literally do not GAF about working with people in difficult situations. Condescending and rude
Good afternoon, Kd. We are truly concerned to know your experience with our Customer Care Team was less than acceptable. We would appreciate if you gave us the opportunity to make things right, please feel free to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, you are an important member of our family and we will give our 110% to show you we care. We'll be waiting for you. Thank you for the feedback. Have a wonderful day! - Marta / Digital Care
— Direct Energy on June 22nd, 2022
You get what you pay for
I have a fixed rate, so there is nothing to say except that the customer service is poor. Unlike the phone agents who refuse to accept complaints regarding it, the chat agents are eager to get you off the line. This will enable them to enjoy the remainder of their evening at home. They offer excellent rates. The answer is yes, but there is more to it than that.
Good morning, BYCLee. We are truly sorry and concerned to know your experience with our Customer Care Team was less than acceptable. We would love if you could give us the opportunity to serve you the way you deserve and make things right this time. We value your business with Direct Energy and we will be more than glad to further assist you, so please feel free to get in contact with us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will give our 110% to show you we care. We look forward to hearing from you soon. Thank you for the feedback. Have a wonderful day! - Marta / Digital Care
— Direct Energy on June 2nd, 2022
Problematic billing system seen in Direct Energy
I decided to terminate my DE service because there was lack of details/transparency in my statement. Unfortunately, after I switched my service provider, DE made another error in my last bill and overcharged me again. I can only contact DE through online chatting and the representative did her best in assisting me, which was good. However, it will take 1-2 billing cycle(s) to correct the error and their system can not even generate a ticket/tracking number for me to follow up. I believe such treatment is below industry standard and DE really needs to improve in this area to serve their customers better.
Good afternoon, Y. Liang. We deeply regret the situation you had to experience and it truly saddens us to know that we have lost you as part of our family. We hope to have the opportunity to serve you again in the future and give you the attention and care that you deserve. If there is anything we can help you with, please don't hesitate to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will do our best to solve any concern you may have. Please take care and be safe! - Marta / Digital Care
— Direct Energy on May 24th, 2022
Sky rocket bill
My bill is always paid in full each month. I just paid my bill for September on the 14th. I just checked my account and now my bill for October is $318 due on the 10th. How is that possible without any balance from the previous month? This is ridiculous, it really is. I NEED ANSWERS!!!
Good afternoon, D. Gold. Thank you for bringing this to our attention. We would like to further investigate this matter and work with you to clarify all of your doubts. Please feel free to reach us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can also chat with us at www.directenergy.com.
We will do our best to solve your concern. We look forward to hearing from you soon. Thank you for the feedback. All the best! - Sophie / Digital Care
— Direct Energy on September 23rd, 2021
Bad online renewal
Tried to sign up with PHONE# THIER WEB PAGE COULDN'T F0INE ME ALTHOUGH I'VE BEEN CUSTOMER FOR YEARS COULDNT LOCATE USEING CUST # EVEN METER NO DIDNT WORK CHAT DIDNT WORK FINALLY WELL U KNOW 2HOURS LATTER
Good afternoon, Cliff. We are terribly sorry for the bad experience you have had trying to sign up. We are glad to know that your enrollment was finally processed, albeit with effort. We appreciate the opportunity you have given us by choosing us as your trusted supplier. We look forward to the opportunity to assist you again, the way you deserve and regain your trust in us. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on June 2nd, 2021
Direct Energy
I was trying to have service shut off at one address and switched to another address. What a nightmare. I wanted service at new address on January 29th and electricity shut off at old address on February 2nd. I was on the phone for over an hour and a half and went through 4 people. Finally I told them to shut off service at old address on February 2nd and would find another provider for new address. I will NEVER use Direct Energy again
Hello Katherine. We are truly sorry for the difficult situation you experienced and we are deeply saddened to know that we have lost you as part of our family. If there's anything we can do for you, please feel free to contact us anytime through any of our communication channels and we will do our best to solve any concern you may have. We look forward to the opportunity to serve you again in the future. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on January 27th, 2021
Air conditioner nightmare
I made the claim 3/13/20 it took til 4/20/20 to complete. Customer service took days to call me back, very slow responding. However When the technician arrived, everything became better. He was able to get the job completed! Ive used HWA for many years and this was the first time It took so long to handle.
Hi Bodie, We are so sorry to hear that your claim experience took longer than anticipated, and we can certainly understand the frustration that this caused. We are glad that to heard that the claim has been resolved for you. If there are any remaining questions or concerns regarding the claim you referenced in your review, please do not hesitate to contact us so that we may take a closer look for you. Please reach out to our Live Chat team https://www.hwahomewarranty.com/ or Social Media support https://www.facebook.com/HWAHomeWarranty at your earliest convenience to proceed forward with assistance. Have a good day! - Emma / Digital Care
— Direct Energy on May 8th, 2020
Waste of money.
I ALWAYS have my lights turned off(never left on)and never have much plugged in but my wifi box 24/7 and sometimes my Tv & Xbox only when im watching tv other then that they are unplugged so concerve electricity and i still use almost $3-$4 dollars a day but the days i seem to use more electricity i use less money which I dont understand and it seems like the more money i put onto my account the faster it runs out and the more money i use . Honestly going to switch companys tomorrow when i get paid . This company is a waste of money
Hi Kayla, There are many factors that can lead to an increase in your usage such as weather, connected devices, and general usage. We would be happy to look over your account for the best resolution to cut cost. Please email us your account information at dedigitalcare@directenergy.com. -Allie
— Direct Energy on February 27th, 2019
Direct Energy Annual Renewal (Mistake or SCAM)
On October 30th, 2018 I called to renew my energy plan for 2019. After agreeing on the new rate, which is higher cost, I confirmed with the agent that this new rate was to take place after my existing expired on December 5th since my old rate was cheaper. The agent confirmed. Three days later, November 2nd, I received an email stating my new plan had been accepted and was effective October 4th, 2018 which was wrong and should of been December 5th, 2018 which was 2 months early. Twenty-seven (27) days later and ten (10) phone calls totalling more than 3 hours the issue was finally resolved. Was it a scam or a mistake, I DO NOT KNOW, but if this same thing happened to another 2 million customers, they have 6 million per the internet search, and only half caught their mistake, Direct Energy could of made an additional $13 million if the mistake amount was the same as mine which was $13.12 for only one month. When I asked for some compensation for my spending so much time on the phone, their comment was that I had already received $75.00 when I renewed my plan and they cannot offer compensation more than one time per year. I guess my 3 hours of time was worth nothing since this was all THEIR mistake. I will not renew with Direct Energy again and my suggestion is for each of you to monitor your renewal process for their mistakes. (Note, this also happened on my 2017 renewal but only took one or two calls) I have been a loyal customer of Direct Energy for 9 years.
Barre, We hate to see you had a poor experience with the renewal. We are actively working to improve this process for our customers and we appreciate you bringing this to our attention. Thanks, Allie
— Direct Energy on February 27th, 2019
What customer service?
When I moved it was a huge hassle to move my service. They made me change plans to a much higher rate and they are still charging me for a house I no longer live in. I have called and chatted and still no help. I hope the people living in my prior place of residence enjoy the FREE ELECTRICITY. PLEASE HIRE PEOPLE WHO CAN UNDERSTAND ENGLISH.
Clangston, this is definitely concerning to hear. We would like to resolve this as quickly as possible for you. Please connect with us through email dedigitalcare@directenergy.com or through our Facebook page to further escalate this situation. We are looking forward to speaking with you. -Eleanor
— Direct Energy on August 20th, 2018
Web System faulty and states incentives that are not delivered
I renewed with Direct Energy (Direct Energy Live Brighter Weekends 24) and the renewal form stated my incentives would be 2 $25 gift cards and a nest thermostat. When I called to find out when I would be receiving my incentives I was told I had a different plan and different incentives. Other users should beware that they do not honor what you will see when you renew your rate.
Kevin, we want to apologize for any misunderstanding. We would like to investigate this right away. Please send us your account number, phone number and address to dedigitalcare@directenergy.com so we can look into this. Thank you, - Jane
— Direct Energy on December 15th, 2017
Worst liars ever!!
First of all this company is charging me way to much and I mean way too much for energy they charge me like if I lived in a house and I live in a mobile home of 2 bed 1 bath with no central air we have air units and only 2 one in each room charging me for one month $284 which is ridicoulous and the second is that this company never gave me a good explanation why they have me under a business when clearly this is residential company was bull**** from the start , I investigated why they had me under business for their own security so I wouldn't be able to switch to a different company
Good afternoon, we are sorry to hear of this experience. We would love to help review this further. Can you please send us your account number and address to dedigitalcare@directenergy.com. Thank you, -Cole
— Direct Energy on August 23rd, 2017
Be warned
Do not allowed the undertrained representatives to take your payment over the phone. I authorized one amount for a specific bill amount verbally and was a charge was placed on my debit card for the entire balance which was not yet due. When discussing their error with their rep immediately after I called back when seeing the incorrect amount on my bank account, I'm told I have to wait 14 days to receive the money back, and then pay the cirrec t amount AGAIN that day to keep connected. UNACCEPTABLE! I then requested next level who said they would cancel the incorrect payment and restore services until my refund is back and I can then pay the accurate amount. That's an ok attempt, but now it's been 3 days and the funds are still pending withdrawal, I have at least one NSF charge to deal with so far because of this, and am not able to buy groceries for the family until my next payday or this money is back in my account. When I asked the second mgr on the second call what happened I was told the initial representative "made a mistske!" Cancelling contract ASAP this is careless.
Thank you for your review. We are always looking for ways to improve for a better customer experience. We would like to look into this more to assist in a resolution. Please email us at dedigitalcare@directenergy.com with your account number, full name, service address, phone number and email associated with account for us to properly address your concerns. Kind regards. Ally
— Direct Energy on May 30th, 2017
Good representatives
Your online chat, Michael C.,was very helpful. I believe he was the same rep I chatted with last time.
Thank you for your review. We will be sure to let Michael know on your positive feedback! Have a great day! - Ally
— Direct Energy on May 8th, 2017
Ripoff service
I switched to direct energy but ended up having to cancel on the third day after signing up they charged me 135.00 even though I called on the third day and they try to tell me Saturday is a federal business day to them because they are open so do not use them they will rip you off in the end.
Customer Service Sucks
I had an incident where I paid for my lights & they show a positive balance but Direct Energy (power to go) still disconnected my service. No one could tell me why this happened & after 4 hours, the electricity was still not turned on. Mind you I am 34 weeks pregnant & on bed rest. I spoke to a rude rep named Audrey who kept over talking me & telling me the same thing over and over that I was going to have to wait close to midnight before my lights could be turned on when they turned them off at 2:30. That's ridiculous!! I have been with them for several years and this is the second time this has happened and no one could tell me why BOTH TIMES. I will be taking my services elsewhere especially if they have employees who are rude to loyal customers.
Cancel;ling service, never to return
They suck you in with a low rate then jump it up. Let the buyer beware. Look at your bill and the cost of a Kilowatt hour (KWH) Compare Direct Energy's cost with your local provider and all other companies.
Worst billing dept
I have been with them for over a year. My avg bill is around 700/month so you would think I would be somewhat important. I signed up online and gave a credit card to direct pay monthly. The credit card number was stolen and had to give a different number. Easy right? NO! I get a call every month and have for the last 6 months from them telling me I need to give them a new credit card number b/c mine is no good. I tried calling once and b/c I am an "online customer" I had to pay 5 or 6 dollars to speak to a live person regarding this. They will not let you speak to anyone that is important. Just the guy from another country that calls you to get the card info every month. Very frustrating when you try to make sure all bills are paid every month and you have to deal with this. When I redo my electric, direct energy will have to be substantially cheaper for me to stay.
Contract ended rat almost doubled.
I signed up with Direct Energy one year ago when they claimed that they charged less for electricity than their competitor. When the contract ended the charge per KWH (kilowatt hour) went from 7.3 cents to 12.8 cents. ($99.00) I changed electric suppliers at 6.4 cents and for some reason it will take 2 months to switch. So Direct Energy will be raping me for the next two months.
Very sketchy outfit
I have twice been promised a particular price from Direct Energy but then actually received a much higher price then promised. Plus, they got into trouble a few years ago and got permission to raise my rate mid-contract. I switched carriers, paid my last bill, have proof I paid my last bill, never received any collection activity from them and all of sudden get a hit on my credit report for the amount of my last bill. I can actually still log in my account online, which shows my last payment of the amount they say I owe. I would caution anyone from doing business with them.
Not good if you have to pay late
They not the worst, but certainly not the best. The rates are 'ok', but what will get you is if you have to pay late. 3 days after the due date, they issue a disconnect letter, and there is a $30 charge if they send it. It's a ridiculous practice and the customer service dept is not very helpful.
Read your bill
Over all direct energy is fine, but don't select online billing only, you can't read
your bill so select both online and paper bill..
Harassed after I switched
I used to have Direct Energy, but decided to switch when I moved.
When I called to tell them I was moving and switching companies, they asked if I wanted to pay my last bill over the phone. I didn't have my bank account information at the time so I told them I would just pay online. The rep kept asking me over and over again, until I started to get annoyed.
Then I started to get calls asking to pay the bill, WAY BEFORE THE DUE DATE. They said it's a courtesy call.
Then after I paid the bill, they called me still to tell me to pay the bill. I had to tell them I already did.
I was a good customer, never behind on paying, so they should not have had to harass me.
Free A/C-Check
I do like that they have a deal with Hallmark A/C. They check our system for free and that is a nice touch.
Direct Energy Is Just Average
It wasn't the best reason to choose an electric company, but I chose Direct Because I'd been seeing their banners all over the place at the Rocket's games. I figured I'd give them a shot. Well, I did, and I would have to say that they haven't done anything to set themselves apart from any of my past experiences with Reliant and TXU. Their prices are ok, but not fantastic. I would recommend them to someone else, but mostly just because of worst experiences I've had with other providers than anything special they've done for me.
Recent 1 Star Reviews
Absolutely Ridiculous
So I used to have Bounce Energy before DE bought out the company and I noticed my rates started going up. After my last contract term ended (Sept) I renewed at $.17 per kWh. I had less than 1000 kWh through October and my Bill on Nov 1st was $362 lmao. So i cancelled my contract, told them I was going to pay the Penalty. I got another bill 5 days later worth $265the penalty $150, usage for 5 days $81 and a bunch of other crap. Listen, I reap what I sow, I renewed so Im out over $620. If I can prevent anyone else from dealing with this piece of doodoo company, it will be worth it!
Good morning, Paul. We are very sorry that you had an experience that was not as satisfactory as we would have liked. We invite you to please contact us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, to resolve any questions or concerns you may have, we apologize for what happened and we hope to have the opportunity to assist you as you deserve very soon. You are important to us and we want to continue serving you for a long time! Have a beautiful day! - Marta / Digital Care
— Direct Energy on November 8th, 2022
TOO EXPENSIVE
My home has all the breakers turned off and I'm getting bills for a thousand every single month and it's been on the market for a year and a half that's impossible.
Good afternoon, Elaine. We are truly sorry for the bad experience you have had. We value your business with Direct Energy and we would like to further investigate this matter to help in the best way possible. Please feel free to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, it will be a pleasure to hear back from you. Thank you for the feedback. Have a wonderful day! - Marta / Digital Care
— Direct Energy on September 22nd, 2022
THE WORSE ELECTRIC COMPANY EVER
I have a vacant home it's been vacant for 15 months and they're charging me $1,100 a month and there is nothing in the home no utilities are on I turned off all the breakers. It's unbelievable how expensive they are.
Good afternoon, Elaine. We are truly sorry for the bad experience you have had. We value your business with Direct Energy and we would like to further investigate this matter to help in the best way possible. Please feel free to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, it will be a pleasure to hear back from you. Thank you for the feedback. Have a wonderful day! - Marta / Digital Care
— Direct Energy on September 22nd, 2022
Terrible business accounts
Called because there website is broken. Asked for my usage and rate guy hung up on me. Called back to complain they didn't care. I have my card info on my computer can't pay by phone. Wouldn't wave the late fee because there website isn't consistent and can't control it. Asked about cancelling and side it would be 500$ then hung up on me
Please accept our sincerest apologies for the inconvenience you have experienced, Alice. You are very important to us and we would love to review your account thoroughly to help you resolve any issues or questions you may have. So we invite you to please contact us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will work diligently to treat you the way you deserve and to regain your trust in us. We look forward to hearing from you soon. Warm regards! - Marta / Digital Care
— Direct Energy on July 26th, 2022
Disappointed
We have been with direct energy for a long time. They were great. Didnt know the company was sold ( should have changed the name ).but I could see the greed in between the lines. I wondered what was going on.We unfortunately renewed.they have become very bad. Many issues other customers already mentioned but also the way they treat paying customers! Even chat has become rude.
Also communication in Email SUBJECT oops
They want people to supposedly conserve energy. instead of incentives like most businesses they guilt, trip or whatever else unprofessional.we dont use that much electricity.even during the summer heat we are turned up to 80 with fans running.with this humidity we are trying to protect pets and people but also prevent mold,food,prescription Loss.again we dont use that much electricity for a household.
How about direct energy and company cut back some..
Good afternoon. We are very sorry that you feel this way and we offer our sincerest apologies for the inconvenience you have experienced. We greatly appreciate your loyalty and trust, and we would love to work with you and help you resolve any questions or concerns you may have. Please don't hesitate to get in contact with us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will work as hard as we can to clarify all of your doubts and treat you the way you deserve. Thank you for the feedback. Have a wonderful weekend! - Marta / Digital Care
— Direct Energy on June 24th, 2022
Avoid this greedy company
30 dollars every time they send an email notifying you that your account is overdue. Forget to set up auto pay? 30$. Change your debit card and forget to update it with them? 30$. It costs you anywhere near $30 to send out an automated reminder? Nonsense. Can't wait until my contract is over. Avoid this company at all costs.
Good afternoon, Derek. We certainly understand your concern regarding the Collections Recovery Fee. This fee of $29.95 is assessed in an attempt to recoup the cost of the effort to collect on the amount owed. Keep in mind when an account is past due, it is automatically subject to collection activities which include collection calls, late payment fees, collection recovery fees & potentially service interruption. We would like to take a closer look at your account and help in any way we can. Please don't hesitate to get in contact with us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will do our best to solve your concern. Have a great start of the week! - Marta / Digital Care
— Direct Energy on June 13th, 2022
HORRIBLE
Started service on Oct 2021 was suppose to get $320. In gift cards . got disc. For some reason in November 2021. They could not give me the reason for disc. Still havent received GCs its end of March 2022.
Good afternoon, G. Cervantes. We are truly sorry for the inconvenience you have experienced. We value you business with Direct Energy, and we would love the opportunity to take a closer look at your account and help in any way we can. Please do not hesitate to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central: we will work diligently to answer all of your questions and solve your concerns. We'll be waiting to talk to you. Thank you for this important feedback. Have a beautiful day! - Marta / Digital Care
— Direct Energy on March 23rd, 2022
Poor service
They Have Been Charging Me For Saturday Over 6 Months And It's Supposed to be Free.
Good afternoon, Minnie. Thank you for providing us with this important feedback. We apologize for any inconvenience you may have experienced regarding the charges on your account. We value your business with Direct Energy and we would love to take a closer look at your account and clarify all of your doubts. Please do not hesitate to get in contact with us by phone toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central, or you can chat with us at www.directenergy.com. We will be more than glad to help you out. Have a great start of the week! - Marta / Digital Care
— Direct Energy on February 7th, 2022
Horrible
My patience is gone. I have been told so many different things regarding receiving my promotion. I will be leaving as soon as the contract is up and will never reccomend.
Good afternoon. We are terribly sorry for the inconvenience you have experienced regarding a promotion offered. We care for you and we would love the opportunity to further investigate this matter and help you find the best solution to your case. Please do not hesitate to get in touch with our Customer Service Department toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central. You can also contact us through chat at www.directenergy.com. We will do our best to regain your trust in us. Have a great day! - Sophie / Digital Care
— Direct Energy on February 1st, 2022
Too high
All of a sudden my bill drastically jumped up from around 118.00 to 300.00 I feel like its a scam going on!! Im about to call now because when I moved in my house they tried to raise my kilowatt price I had to call to tell them to correct it smh!!
Hi Tia, we are deeply sorry for any confusion this bill may have caused you. We would love to further investigate the increase on the bill and find the best solution for your case. Please contact us through chat at www.directenergy.com, it will be a pleasure to assist you. - Have a great day! - Emma / Digital Care
— Direct Energy on January 31st, 2022
Had 1 year contract but was disconnected without explanation
I had 1 year contract with good price but when i moved because of my apartment problem, the electricity was transferred to my new address and disconnected.
I called Direct Energy throughout my moving process to make sure everything was good. First it was transferred but because of my apartment problems i had to hold it for like 20 days .
I called Direct energy and explained them everything. That i want it to be hold and start on which day of Sept . They said okay. I was hoping there to be electricity when i move but no.
I called them and they said they don't hold but disconnect. I was never informed or explained about it. I was told my contract was cancelled that time when it was on hold which i had no idea about. I still had lot of months left on my contract.
The agent told me i had to get new plan which was more expensive than my previous one. After an hour talk with the agent and her supervisor i was promised to be given my same plan for same rate. But she said since it was holiday i have to be on temporary plan for 5-6 days until next month starts. I agreed.
When i got my bills for next 2 months it was double the rate of my previous plan . I talked with so many people and their supervisor on Direct Energy , they keep on denying what i was promised. They kept on arguing that it shows on their record that i signed up for the current plan. I explained in details with too many of their people. I told them to check as their was recorded conversation on the date i agreed to sign up for the plan on my new apartment.
After wasting so much time and money, i was told after they investigated that what i told i was right. But they said sorry but they can't give me the plan. They wanted me to get me new plan now which cost double the rate.
I wish i could give - negative star. Even though it was not my fault i have to suffer. NOW i am trying to find new plan but i don't want to continue with Direct anymore
Good morning, M. We are very sorry for the situation you have had to experience in relation to your rate plan. We'd love to do the right thing and help you find the best rate we have available for you. Please contact us by phone or through our live chat team, we will do our best to resolve your concern and regain your trust in us. We look forward to hearing from you soon. Thank you for this important feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on January 18th, 2022
Horrible
Overcharge for rotten customer service I absolutely do not recommend would like to leave zero stars
Hello Kdorris. We apologize for the bad experience you have had. We care for you and we would love the opportunity to make things right. Please feel free to reach us anytime toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central, or you can also chat with us at www.directenergy.com. We will do our best to help in any way we can and show you how important you are to us. We look forward to hearing from you soon. Thank you for the feedback. Have a wonderful day! - Sophie / Digital Care
— Direct Energy on January 5th, 2022
Beware
The worst company, the promise good rates dont believe them I have 3 year experience with them and cant wait to find another company that wont take advantage of their customers
Good afternoon, Daniel. Thank you for taking the time to let us know how you feel. We are terribly sorry for any bad experience you've had. You are really important to us and we would love to have the opportunity to take a closer look at any concern you may have. Please feel free to reach us anytime, by phone toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central, or you can also chat with us at www.directenergy.com. We will work diligently to provide you with the best solution to your case. Thank you for the feedback. Have a lovely day! - Sophie / Digital Care
— Direct Energy on January 3rd, 2022
$120 bill with an additional $120 in delivery charges
$335 bill in December. $120 bill for my kilowatt hours in an additional $120 bill and delivery charges. Direct Energy is a scam
Hello. Thank you for taking the time to let us know about this concerning situation you have experienced. We would definitely love the opportunity to take a closer look at this and help in any way we can. Please do not hesitate to contact us by phone or Live Chat at any moment, and we will do what it takes to find the best solution in your case. We'll be waiting for you. Thank you for this important feedback. Have a wonderful start of the week! - Sophie - Digital Care
— Direct Energy on December 20th, 2021
Poor communication
My 18 month contract was due for renewal and I never received an email or letter to review and sign. Then I had a bill for November 2021 that was never sent to me or a bill mailed out to me. Now I have a past due bill with an extra surcharge. I spoke with the agent over the phone and I now had to pay both December & November bill together and the surcharge which the agent never confirmed if I ever received a bill for November or offered to take off the surcharge. This is very poor customer management
Good afternoon, Bill. We are terribly sorry for the inconvenience you have experienced. We care for you and we would like to further investigate this matter to work on the best solution to your case. Please feel free to reach us anytime by phone or through our Live Chat department, we will do our best to help in any way we can. We look forward to hearing from you soon. Thank you for the feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on December 20th, 2021
Over charge
For some unknown reason, when Direct Energy upgraded. They changed my plan without authorization. when i told them about they switched be back to my original plan, but would not adjust my bill. Not only that now i am unable to track my usage.
Good afternoon, Wallacette. We are truly sorry for the inconvenience you experienced. We look forward to the opportunity to assist you again the way you deserve to enhance your experience with us! ! You can check your estimated usage through your Online Account Manager, and also, you may obtain further details regarding your usage by registering your meter at www.smartmetertexas.com. Here your usage can be viewed every hour. You will be able to view when your usage is at its highest point and where it is at its lowest point throughout each day. Thank you for this feedback. For any future assistance needed please feel free to reach us anytime by phone or through our Live Chat department, we will do our best to show you we care. Have a beautiful day! - Sophie / Digital Care
— Direct Energy on December 15th, 2021
Worst
Originally had bounce energy and it was just too good to be true paying about 8.7 cents a kilowatt and even gave back bonuses for paying on time every time like 50$ off the bill here and 100$ off there depending on perfect paying history. It's always too good to be true folks. Direct bought bounce out and my electric bill immediately doubled and no reward system what so ever which is fine but seriously brought it up to 16 cents a kilowatt. Completely asinine but I dealt with it unfortunately cuz I hate the hassle of getting a new company lined out. Then they decide out of nowhere that they are gonna change their system up out of nowhere and screw everyone in the process and the billing cycle has changed now so now I have to rework my entire month's finances again to accommodate for the change like I already had to do when they unfortunately bought bounce energy out. And thats the last straw with this horrible company. They've done nothing but be a massive pain and won't tell you anything. You go to pay your bill at the same day every month and all of a sudden it's changed and all they can say is wait for the bill, They help in no form or fashion and changing the billing cycle AGAIN which makes me have to rework my monthly checks AGAIN may not seem like a big deal to millionaires but I live pay check to pay check like most normal people on the planet especially these days so that is majorly frustrating and shouldn't have to do that due to a company wanting to update something. Unreal company I'm surprised anyone puts up with them. Please use anything else other than Direct Energy, you will thank me later in life I promise
Good afternoon, Dee. We are truly sorry to know how you feel. We apologize for any inconvenience you may have experienced. You are an important part of our family and we would like to take a closer look at any concern you may have and work to provide you the best solution. Please feel free to reach us by phone or through our Live Chat department, we will be more than glad to further assist you. We look forward to hearing from you soon. We highly appreciate this feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on November 10th, 2021
It is a nightmare!
I chose this company, because I've had them in the past. I was due to move into an apartment, but did not move in because of cockroaches, so I called direct energy and canceled my service before it was even due to start.I was assured that the order was canceled, and there would be zero fees associated with it.Upon signing into my online account, it has always appeared that they did start service and did not cancel the order.I have spoken to a dozen people, who have all told me that the above is true, that it was cancelled.This morning I get an email stating I owe them $5.97 for 3 Days of service.All of the following people assured me my account was never even started...Elder, Eddie, another woman I couldn't understand her name because she couldn't speak English very well, Maria, Yara, Raquel, Luis, Marshall, Jose, Carlos, and Teel. I was even asked to give my entire social security number on more than one occasion, because no one can seem to find my account now.Accountability needs to be had with people that tell you they're going to do something, and then do not.I have excellent credit, and it's stuff like this that is very irritating. Not only have I spent many hours of my life on something that should have been handled right the first time, now I get it bill for an account that doesn't even exist?I wanted to use this company for an upcoming apartment I am looking at, and I am second-guessing that right now.Teel, from the executive team, assured me she will fix this problem and get back to me.I will give it until tomorrow to see if she follows through. If not, I will call the Houston chronicle which they seem to take pride in being high on their list, and I will call the Better Business Bureau (if this is not resolved).I have been extremely patient, but enough is enough.In trying to sign into my online account, now it says they are working on things and you can't even sign in!If people would just do what they say the first time, and have the integrity to do what they say they're going to do, things like this would not have to happen.I've also been told many times that I was talking to a supervisor, just to find out they were not a supervisor!I want the situation resolved immediately with direct energy, I was always a loyal customer who paid my bills on time, and I have referred them to many people.All I want is for someone to fix my account showing that it never started, that I did cancel in a timely manner, and that my fees are $0.This is just not acceptable and has become so stressful, and it ought not to be.Hopefully, Teel will be able to resolve this issue.
Good afternoon. Thank you for taking the time to share this review with us. We are terribly sorry for the bad experience you have had. We care for you and we would love the opportunity to further investigate this matter and help in any way we can. Please do not hesitate to reach us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can also chat with us at www.directenergy.com.
We will do our best to show you we care and to find the best solution in your case. We look forward to hearing from you soon. Thank you for this important feedback. Have a beautiful day! - Sophie / Digital Care
— Direct Energy on October 20th, 2021
Unethical energy provider
Consumers BEWARE!
Don't trust this company. I'm a new customer w/flat rate plan. I'm single women and In a 670 sqft apt. My bill is $228. I called and the rep was rude. She told me she couldn't help. That I'll have to pay my bill. Also, if I canceled I'll have to pay a fee. Horrible! This company is a scam. Consumers BEWARE OF THIS SCAM COMPANY. ITS HAS UNETHICAL BUSINESS PRACTICES. Charging customers unexplainable fees on bill. Please double check your bill.
Hello Jennifer. We are sorry to hear that the experience you had with our Customer Care Team was anything less than outstanding. We always strive to provide an excellent customer experience and apologize if we missed the mark. We would love the opportunity to further investigate your concern and help you in any way we can. Please feel free to contact our Customer Service Department from October 18, toll-free at 1-888-305-3828. For your convenience, we are available Monday-Saturday from 7:30 a.m. to 8:00 p.m. all times are Central, or you can also chat with us at www.directenergy.com. We will do our best to help you solve this matter and regain your trust in us. Thank you for the feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on October 15th, 2021
Lost a 4 year customer of $10.00
Just goes to show a customer can be loyal to a company, but Direct Energy will never be loyal to a customer.
Hello Kurt. We are truly sorry to know you feel this way. We care for you and we would love to take a closer look at any concern you may have and work diligently to help you solve it. Please do not hesitate to contact us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can also chat with us at www.directenergy.com.
We look forward to hearing from you soon. Thank you for this important feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on October 11th, 2021
Pesimos, estafadores
Esta compaa me ofrecio un plan promedio cuando solo tenia 3 meses en esta, y despues de 5 meses me dicen q tengo 200 dlares de deudas por el plan promedio, porq me estaban facturando ese plan teniendo en cuenta el ao anterior la persona q vivio antes de mi en el apartamento, como puede haber tanta incompetencia, si yo se lo q consumo y no es nada y las facturas super altas, algo q es imposible, me dicen q tengo tal vez escape de energa ya han revisado todo no tengo nada, son ustedes q sobre giran los consumos, ahora llamo y me dicen q deba solo 56 dolares porq pagu 72 hace 3 dias atrs y luego de ponerme en espera dicen q son 129, o sea, no se coordinan ni para mentir, te estafan tu dinero a ti q eres un simple trabajador a la cara, horrible, pides un plan q te ayude le digo Dame finales de semana gratis y me dicen q tendr q pagar 7 centavos ms a lo q pago ahora para tener finales de semanas gratis, entonces mi pregunta es: CUAL ES LA GRATUIDAD? PORQUE POR MATEMATICAS SI ME SUBES EL PRECIO ENTONCES NO ES GRATIS ESTARIA PAGANDO DE LUNES A VIERNES LO Q SEGUN ES GRATIS SABADOS Y DOMINGOS, gratuidad seria q pagando lo mismo q pago por kilowatts me das esos das gratis, si me sabes el precio de kilowatts ustedes compensan "los dias gratis " y aun hay gente q cree ahorra con estos estafadores. Maldita la hora q me cambi de compaa a ustedes. 4 aos viv en austin y jams tuve problemas con la energa ni tuve q cambiar de compaa aqui los dos 1ros meses te cobran bajo y luego te llega el golpetazo.
Hola Yasnara. Lamentamos mucho saber que se siente de esta manera. Nos preocupamos por usted y nos encantara tener la oportunidad de analizar ms de cerca su inquietud y ayudarle en todo lo que podamos. Por favor no dude en comunicarse con nosotros a travs de cualquiera de nuestros canales de comunicacin:
* Nuestro equipo de Facebook en https://www.facebook.com/directenergy/
* Nuestro equipo de Twitter en https://twitter.com/directenergy
* O tambin puede chatear con nosotros en www.directenergy.com.
Trabajaremos diligentemente para ofrecerte la mejor opcin y recuperar tu confianza en nosotros. Esperamos tener noticias suyas pronto. Gracias por su comentario. ¡Que tenga un lindo da! - Sophie / Digital Care
— Direct Energy on October 4th, 2021
The worst of all
I had the worst experience with Direct Energy of my life in electricity. I had a plan with them and in the month of August I got 3 x the normal price I use to get for no reasons and they confirmed I use same energy as I use to but just that they want to fraud me for this particular month. PLzzz RUN far away from Direct energy as they are not only wicked but a fraud and liar. Again RUN away from such fraudulent energy provider as this is not the first time they've done it but this is beyond repairs "FRAUD" of a company.
Hello Buyingsquash. We are so disappointed to hear that this is the experience you have had, and we apologize for the frustration it has caused. We would like the opportunity to look into this further for you. Please feel free to reach us through our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can also chat with us at www.directenergy.com.
We will work with you so that we can resolve this situation. Thank you for the feedback, and we look forward to hearing from you soon. All the best! - Sophie / Digital Care
— Direct Energy on September 21st, 2021
WORST COMPANY
PLEASE stay away from this energy company! They are the worst, I am going to take time to write to the state or the department that regulates them. From Billing to customer service they will make your day Horrible Even my wife called them and by the time she finished she was so Upset with them. I am not going to go into details because they are not worth my time anymore . I am telling all my family and friends about them. I will do this >>> I will go out of my way to inform the public about this company
Good afternoon. We are terribly sorry to know you feel this way. We care for you and we would love the opportunity to further investigate any concerns you may have and help in the best way we can. Please feel free to reach us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can chat with us at www.directenergy.com. We will do our best to answer all of your questions and we will work with you to find the best solution in your case. We look forward to hearing from you soon. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on September 20th, 2021
WORST COMPANY
PLEASE stay away from this energy company! They are the worst, I am going to take time to write to the state or the department that regulates them. From Billing to customer service they will make your day Horrible Even my wife called them and by the time she finished she was so Upset with them. I am not going to go into details because they are not worth my time anymore . I am telling all my family and friends about them. I will do this >>> I will go out of my way to inform the public about this company
Good afternoon. We are terribly sorry to know you feel this way. We care for you and we would love the opportunity to further investigate any concerns you may have and help in the best way we can. Please feel free to reach us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can chat with us at www.directenergy.com. We will do our best to answer all of your questions and we will work with you to find the best solution in your case. We look forward to hearing from you soon. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on September 20th, 2021
Experience with Direct Energy provider in Texas - Dallas
We have been customers with Direct Energy for a number of years, at first the bills were acceptable, even though I noticed that they were continuously increasing.I understand that the energy consumption changes and as of late living expenses have increased quite a lot. However, the last bill we received was for an unacceptable amount by any standard. I called customer service to understand what was going on, they told me that they had sent me a communication to renew the contract, and I never had any issues in the past with this. However, this time I did not receive any notice, I was receiving the bills regularly and also paying them regularly. The bill went up by nearly $200, in addition, the fees applied for electricity were much higher than usual. I spoke to customer service and they were not helpful at all, they just said they would deduct $50 from my bill and they could give me a slightly lower rate per kw. I was told that I would be contacted by a supervisor to see what could be done, and of course, that never happened.I did some research online and also contacted friends with different energy providers and found that I was paying way much more for energy by comparison.I switched provider right away, Direct Energy has one of the highest rates with absolutely no difference in service compared to some providers with lower rates.You just need to do some research and verify which energy companies have good rates and good reviews, it takes some time but it will save you money.At this point, I would definitely not recommend Direct Energy.
Good afternoon, Barbara. We are sorry to hear about the confusion that occurred with your rate. It does sound like your account had a fixed-rate contract, which expired, and the account transitioned to a month-to-month, variable-rate plan. We certainly never want our customers to be surprised at the rate they are paying, nor do we want to transition a fixed-rate account to a variable rate unexpectedly. For these reasons, and as required by law, we send out end-of-term notices to any account that has a fixed-rate contract expiring within the next 30-60 days (the requirements on when the letters must be sent vary by state). As a resident of the state of TX, you would have received your notice as part of your monthly billing and you will also check the variable rate on the current bill. The end of terms notice would have included the expiration date of the current contract, instructions on how to renew into another fixed-rate contract (either by phone, chat, or via your online account), and the important disclosure that states if we do not hear from you by the expiration date, the account will automatically move to the month to month, variable rate pricing. Our goal is always to operate as transparently as possible and in the best interests of our customers. We regret that you had a less than outstanding experience surrounding your renewal, but we look forward to the privilege of work on your account and provide you a solution. Thank you for the feedback, and have a wonderful weekend! - Sophie / Digital Care
— Direct Energy on September 17th, 2021
Gone so far downhill
Ive been a customer for over three years and this customer has gone from really
good to absolutely horrible. They previously had local customer service and have outsourced overseas which is a large part of the issue. I signed a 3 year contract with them to be locked in at a certain rate and in recent months, with no changes to my lifestyle, my bill has nearly doubled. Very difficult to get any answers from customer service.
Hello Marianne. Thank you for taking the time to let us know how you feel. You are an important part of our family and we care for you, so we would love the opportunity to take a closer look at your account and help you solve your concern. Please feel free to reach us anytime through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can chat with us at www.directenergy.com.
We'll be waiting for you and we will do our best to regain your trust in us and continue serving you for many years to come. We look forward to hearing from you soon. We appreciate the feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on September 14th, 2021
Worst customer service - I don't recommend
I have made an order with Direct Energy 1 month before my contract was ending with PulsePower because of their offers and rates. There is no email about order confirmation, so I called before my contract start date and they said my order was rejected. So, customer service told me to create a new order and I did it again. Same story repeats again. No confirmation, no customer service call. My previous provider disconnected my service. I have called the customer service again and again the same offer to create a new order.
Hello Anusha. We are terribly sorry for the inconvenience you have experienced with your enrollment process. We would like to further investigate this matter and help in any way we can. Please connect with our Facebook team at https://www.facebook.com/directenergy/ or Twitter team at https://twitter.com/directenergy, or you can chat with us at www.directenergy.com. We will do our best to answer all of your questions and find the best solution for your case. We look forward to hearing from you soon. Thank you for the feedback. All the best! - Sophie / Digital Care
— Direct Energy on August 10th, 2021
Recent encounter
Do not do business with direct energy they do not care about clients and price gauge people . The reps are very deceitful as they suggest plans such as average price that should not be suggested without having any history of usage at the current location.
Hello Taline. We are truly worried to know you feel this way. We care for you and would love the opportunity to further investigate any concerns you may have and help in any way we can. Please feel free to contact us anytime through any of our communication channels, we will work diligently to regain your trust in us and to continue as your electricity provider. We look forward to hearing from you soon. Thank you for the feedback. Have a lovely day! - Sophie / Digital Care
— Direct Energy on July 29th, 2021
Bad service
You sale power with my SS to deferent consumer on meadow st and you call me and hang up on me ,this your service after you disconnect my power you you ask me for $700 and you want me to fix the problem . We need to resolve the problem officially you provide my SS to deferent person this is against the low
Good afternoon. We are really concerned about the situation you describe in this review. We care for you and we would love the opportunity to further investigate this matter. Please feel free to reach us through any of our communication channels:
The Facebook team at https://www.facebook.com/directenergy/
The Twitter team at https://twitter.com/directenergy
By phone toll-free at 1-888-305-3828. For your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central
Through our Live Chat department at www.directenergy.com
We will work diligently to clarify this situation and provide you a solution. We look forward to hearing from you soon. Thank you for this important feedback. Have a wonderful day! - Sophie / Digital Care
— Direct Energy on July 19th, 2021
Tried to blame Oncor for their own incompetence
Direct Energy couldn't even submit an order to Oncor correctly! Submitted an order to switch at the end of May, received an email saying that we'd have the switch done in seven days. Seven days later we get an email "welcoming" us to the DE family.Fast forward to the next month, we keep waiting and checking their site to receive a bill and only saw that they "needed weeks worth of data" to show us our usage. Turns out they never even submitted the order to Oncor! Had to click a few different links to realize that our account was still pending! We reach out and all they do is deflect, deflect, deflect. They had the audacity to tell us first that Oncor hadn't "processed" our order, reached out to Oncor and it turns out they never received an order from DE. Once we informed them of that they changed their story to "the orders were pending" on their end, for a month!? Talked to customer service only to be told that it was our fault because the website said our account was pending and because they gave us a call once (ten days AFTER our service was scheduled to start!) and left no voicemail. They also said they put in three orders on the day our service was to start. Strange that they would put in three orders, not reach out to us THAT day, and then never tough the account again! Again, we had to search their website to see that our account was pending, why isn't that front and center! Took them ages to finally accept some blame and admit they should have done better. We overpaid with our previous retailer because we got switched to a month-to-month plan and they wouldn't give us a credit to match the difference. They then stated that they could get our power on by the next business day without even understanding why their orders didn't go through in the first place! How can you promise that when you couldn't do it a month ago??We don't want to deal with customer service that can't own their mistakes and won't do their best to rectify them in the moment.
Good afternoon, Julio. We can only imagine how frustrating this situation was, and we are truly sorry about it.
Our customers are the most important thing to us, and we would like to be able to give you the attention you deserve. If there is anything, anything, that we can serve you with, please contact us at any time through any of our communications channels:
The Facebook team at https://www.facebook.com/directenergy/
The Twitter team at https://twitter.com/directenergy
By phone toll-free at 1-888-305-3828. For your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central
Or through our Live Chat department at www.directenergy.com.
We will do our best to show you we care. We look forward to hearing from you soon. Thank you for this important feedback. Kind regards! - Sophie / Digital Care
— Direct Energy on July 7th, 2021
Customer service lied,
I am disabled vet. I was in the hospital for for heart issues, called customer service in June 2021 cause had disconnect notice. Rep said don't worry your power due to covet would not be turned off until July. 23. Got disconnect notice for July 7th, called customers service they stated listening to call after being on phone for over an hour and they said rep never said that, I might be old but I know the conversation I had with rep last month. All calls are routed out of the US so they don't hardly understand English, I have heart issues and have to have power and begged the rep just for 2 more weeks and I was denied. DO NOT DO BUSINESS WITH COMPANY!!!!
Good afternoon, William. We are terribly sorry for the bad experience you have had. We care for you and we hope to have the opportunity to serve you the way you deserve and show you how important you are to us. For any further assistance please do not hesitate to contact us through any of our communication channels:
The Facebook team at https://www.facebook.com/directenergy/
The Twitter team at https://twitter.com/directenergy
Or you can chat with us at www.directenergy.com.
Thank you for the feedback. We look forward to the opportunity to regain your trust in us. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on July 1st, 2021
Ripoff hidden fees
I've had DE for about 2 years now, as I am stuck in a contract. I switched from Reliant. DE's rate was advertised lower per kwh than what I was paying so I fell for it... but failed to realize all bogus fees. I've been in 1brdm small places and avg below 400kwh monthly for many years now low energy consumption - my Reliant bills were always around $40 bucks and even in summer around $65 - it's been double that now with DE. Same low energy consumption, but getting ripped a new one by hidden charges. Customer service is standard nothing to write home about. Those fees are ridiculous however - I'm an on-time and in-full paying customer, but one day the bill slipped my mind and I paid 1 day past the 'due date' - NOT 30 days late mind you...1 DAY PAST DUE DATE and they charged me $30 for a reconnect fee when I wasn't disconnected!! Are you kidding me! I will be moving into a new home purchase and this company will not be moving with me! I'll go back to Reliant or some other company with straight forward billing at fixed rate and no hidden-bogus-padding their pocket-fees.
Hi, we apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that the standard was not met in your interaction with our business. Your satisfaction our number one priority. We would like to get another opportunity to deeply review your account and find the best plan to reduce your bill. Please connect with us at Facebook: https://www.facebook.com/directenergy/
Twitter: https://twitter.com/directenergy
Chat at: www.directenergy.com
We are looking forward to hearing from you soon! - Zoeh / Digital Care
— Direct Energy on June 16th, 2021
I will not recommend direct energy out of Houston Texas
I started with Direct energy back in February 2020 everything was going great on their average billing plan my payments electricity range about $176 per month at $.10 per kilowatt no problem from January up until May they called me and said they would adjust my bill to nine cents per kilowatt I said thats fineWhat they did not tell me was on a average billing plan for April might be it was $176 when they took the average billing plan off they went back three months and try to charge me $690 for 1500 kW for April I caught him an ally the person I dealt with was named Francisco they easily shift it there lies From one person to the other I talk to a supervisor in Charles he could not resolve the situation and still wanted me to pay the $176 for this month and tried to extort me out of another $400 this company is bad they have several lawsuits against them for fraudulent power service they should be out of business Rundo not use them I switched immediately!
Good afternoon, Carl. Thank you for bringing this to our attention, we apologize for the bad experience you have had. We care for you and we would like to further investigate this matter. Please feel free to connect with our Facebook team at https://www.facebook.com/directenergy/ or Twitter team at https://twitter.com/directenergy, you can also chat with us at www.directenergy.com. We will do our best to provide you a solution. Thank you for the feedback. We look forward to hearing from you soon. Kind regards! - Sophie / Digital Care
— Direct Energy on May 10th, 2021
Unauthorized Annual Deposit
Direct Energy replaced my previous electricity provider without my knowledge or authorization. Direct Energy charged an annual deposit for an electricity service plan I did not request or agree to. When I discovered that Direct Energy had replaced my electricity provider without my knowledge or authorization, I switched to the electricity provider of my choice with terms and a rate I agreed to in advance. For the short period of time Direct Energy was my provider, I paid the monthly bill for the service provided by Direct Energy. However, I did not agree to a service plan with annual deposit for the electricity service that I used for a short period of time. I contacted the company to let them know that I did not request or agree to a short service plan with an annual deposit. Nevertheless, Direct Energy reported this unauthorized annual deposit to the credit reporting agencies.I encourage Direct Energy to reach out to me to resolve the issue. I will post an update on this website in the near future to report if Direct Energy took action to resolve the issue.
Good afternoon, William. Thank you for taking the time to let us know how you feel. We are truly sorry for the inconvenience you have experienced. We care for you and we would highly appreciate the opportunity to take a deeper look at this matter and help in any way we can.
Please feel free to connect with our Facebook team at https://www.facebook.com/directenergy/ or Twitter team at https://twitter.com/directenergy, or you can also contact us by phone toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central, or through our Live Chat department at www.directenergy.com, so we can better assist you. We look forward to hearing from you soon. Thank you for the feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on April 20th, 2021
Poor service from the top to the bottom
I spent over an hour trying just to get a new plan with a customer rep. Absolutely nothing was resolved in that time. So I sent an email to the Office of the President of Direct Energy. I got a response back within a day. However, it was addressed to my email but responded to someone I've never heard of! Direct energy has really bad customer service from the bottom all the way to the top.
Hi, we are very sorry and there is no excuse for what you experience with our team. We would love to further investigate this and find the best solution for your case. Please connect with us through chat at www.directenergy.com. It will be a pleasure to assist you! Have a good day! - Zoeh / Digital Care
— Direct Energy on March 25th, 2021
Terrible service
As a customer, I truly am not satisfied with this energy provider. Disappointed is the only word that comes to mind. Customer satisfaction is not a priority for this company from my experience. By next month I will be switching providers.
Hi, we are sorry to hear that you did not have a positive experience with us. We would love to further investigate this situation as soon as possible. Please connect with us through chat at www.directenergy.com. It will be a pleasure to assist you. Have a great day! - Zoeh / Digital Care
— Direct Energy on March 18th, 2021
Outrage ove disconnecting service over a 1.65 is Silly
Called in and payed all I had to my name which was 160.00 and my bill was 161.65 and the agent was like a freaking robot sorry but sorry but.. the times we in and at least the bill is getting payed on. everyone has not bounced back from where I was before. Barely maintaining
Hello. Thank you for this important feedback. We are really grateful to have you in our family and if there's anything we can do to help you out, please do not hesitate to reach us anytime, we will be more than glad to hear back from you and show you we care. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on March 18th, 2021
Billing
Be careful of their low rates TO PULL YOU IN, every single month we receive the bill in the mail 1 to 2 days before the due date. because we get the bill with such a short window we always send out the payment the day we receive it. never fails that we start receiving harassing phone calls wanting to collect, oh and don't forget about the late fees. I honestly believe they send out the bills with very short due date windows so they can charge the late fees. EVERY SINGLE MONTH IT IS ALWAYS THE SAME. STAY AWAY FROM DIRECT ENERGY
I have been a 25 year customer of TXU and never should have switched
MICHAEL TODD WELCH
Hi Todd, we are sorry for your frustration with your bill. We would like to get the opportunity to deeply review your account and find the best solution for your case. Please connect with us through chat at www.directenergu.com and we will be thrilled to help you. - Zoeh / Digital Care
— Direct Energy on January 11th, 2021
Think twice
Never been late . Only once and they cut the electricity off. Paid it right away when I realized the extension online did not go through. So I paid it right away and they told me 2 to 4 hours I'm still sitting here after 4 hours with no electricity in the covet pandemic. they said it's all electronic that don't have to come to your house so why can't they just turn it off but instead they make you suffer for 4 hours when you have deep freeze full of food knowing the pandemic and you cannot just replace that food.
Good afternoon, Tanya. Thank you for taking the time to share your experience with us. We are terribly sorry for the inconvenience you experienced without power. Our customers' satisfaction means everything to us. We would like the chance to improve on any less than satisfactory experience you may have had. If there are any outstanding issues, we ask you please do contact us anytime, we would love any chance to show you we care. Again, we thank you for your time and the feedback you provided. We look forward to continuing as your electricity provider for many years to come! Best wishes to you and your family! - Sophie / Digital Care
— Direct Energy on January 6th, 2021
Duplicate withdrawals from my account
This is the 2nd month that Direct Energy has auto debited my bill amount TWICE!!! The first time for nearly 400 bucks and this time over 200! This caused an overdraft situation both times for me, and Direct Energy didn't give a crap!
Hi J Cone, thank you for getting in contact with us, we sincerely apologize as it is our aim to be as transparent with customers as possible regarding their payments. We would like the opportunity to investigate this further. Please connect with us through chat at www.directenergy.com with your account number and we are going to be more than glad to deeply review your case. We are looking forward to hearing from you soon. Stay Safe and Happy Holidays! - Zoeh / Digital Care
— Direct Energy on December 18th, 2020
All Reviews By Date
Absolutely Ridiculous
So I used to have Bounce Energy before DE bought out the company and I noticed my rates started going up. After my last contract term ended (Sept) I renewed at $.17 per kWh. I had less than 1000 kWh through October and my Bill on Nov 1st was $362 lmao. So i cancelled my contract, told them I was going to pay the Penalty. I got another bill 5 days later worth $265the penalty $150, usage for 5 days $81 and a bunch of other crap. Listen, I reap what I sow, I renewed so Im out over $620. If I can prevent anyone else from dealing with this piece of doodoo company, it will be worth it!
Good morning, Paul. We are very sorry that you had an experience that was not as satisfactory as we would have liked. We invite you to please contact us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, to resolve any questions or concerns you may have, we apologize for what happened and we hope to have the opportunity to assist you as you deserve very soon. You are important to us and we want to continue serving you for a long time! Have a beautiful day! - Marta / Digital Care
— Direct Energy on November 8th, 2022
2 bills on credit report...
I wanted to know why I have 2 bills from this company on my credit report for 2 different prices it's not adding up at all because I only had service with you guys once and I nevered had an electric bill on my credit report...I'm disputing this
Hello Nicole. We're sorry to hear about the inconvenience you've experienced, and we offer our sincerest apologies. We would love the opportunity to thoroughly investigate this situation and help you find the best solution for your case. Please do not hesitate to contact us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will do our best to resolve your doubts and concerns and show you how important you are to us. Thank you! Have a great start of the week! - Marta / Digital Care
— Direct Energy on October 17th, 2022
Good customer service and pricing
Billing is very sketchy
No help from customer service on billing-4 calls with 4 different stories
Pay close attention to your billing-they will say a payment cancelled will be credited back from where it was paid from then tell you it was credited toward your next bill but with the adjustment line on your billing the numbers will never add up
Pay close attention to your bill and always check the adjustments line above your current balance
For this reason I WOULD NOT recommend this service
We deeply regret the inconvenience you have experienced and offer our sincerest apologies for falling short of your expectations, Todd. We greatly appreciate that you chose us as your trusted electricity supplier and we would love the opportunity to talk with you and investigate this situation thoroughly to find the best solution for your case. We invite you to please contact us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will work as hard as we can to solve your concern. Enjoy the rest of your week! - MF / Digital Care
— Direct Energy on October 5th, 2022
TOO EXPENSIVE
My home has all the breakers turned off and I'm getting bills for a thousand every single month and it's been on the market for a year and a half that's impossible.
Good afternoon, Elaine. We are truly sorry for the bad experience you have had. We value your business with Direct Energy and we would like to further investigate this matter to help in the best way possible. Please feel free to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, it will be a pleasure to hear back from you. Thank you for the feedback. Have a wonderful day! - Marta / Digital Care
— Direct Energy on September 22nd, 2022
THE WORSE ELECTRIC COMPANY EVER
I have a vacant home it's been vacant for 15 months and they're charging me $1,100 a month and there is nothing in the home no utilities are on I turned off all the breakers. It's unbelievable how expensive they are.
Good afternoon, Elaine. We are truly sorry for the bad experience you have had. We value your business with Direct Energy and we would like to further investigate this matter to help in the best way possible. Please feel free to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, it will be a pleasure to hear back from you. Thank you for the feedback. Have a wonderful day! - Marta / Digital Care
— Direct Energy on September 22nd, 2022
Lawyer
A double payment was made on 8/25. I called that morning explained I needed one cancelled it was an accident I have rent due. Associate said I can't it has to go one bill that is not due yet. Talked to supervisor she says she fixed it. No money call back associate says it went to bill and there are no notes from supervisor. Talked to another supervisor ok I fixed it. Look on my account says future bill was paid. No notes from that supervisor either. Needless to say now refund did not even go in effect till the 1st of September and they are still saying 10 days. I Want my Money and I want you to pay my late fees. Immediately.
Good afternoon, David. We totally understand your concern regarding the duplicate payment made and we would love the opportunity to take a closer look at this and help in any way we can. Please don't hesitate by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will do our best to solve your concern and show you how important you are to us. We look forward to speak with you soon. Have a beautiful day! - Marta / Digital Care
— Direct Energy on September 6th, 2022
Terrible business accounts
Called because there website is broken. Asked for my usage and rate guy hung up on me. Called back to complain they didn't care. I have my card info on my computer can't pay by phone. Wouldn't wave the late fee because there website isn't consistent and can't control it. Asked about cancelling and side it would be 500$ then hung up on me
Please accept our sincerest apologies for the inconvenience you have experienced, Alice. You are very important to us and we would love to review your account thoroughly to help you resolve any issues or questions you may have. So we invite you to please contact us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will work diligently to treat you the way you deserve and to regain your trust in us. We look forward to hearing from you soon. Warm regards! - Marta / Digital Care
— Direct Energy on July 26th, 2022
No problems for 13 years...knock on wood.
I've had Direct Energy at my apartment for nearly 13 years and have had no problems whatsoever with them. I had a contract with them when they were Houston-based, but when a Canadian firm bought them out, they refunded my $250.00 deposit with credits during the summer of 2012 and have been month to month since. My rates have been ok, around 11 cents/kwh, maybe 14 during the summer add Centerpoint carrying charges and taxes and it comes to around 21 cents/kwh on a monthly basis. They try to get me to go for "free nights" but there's no such thing as free electricity. All in all, Direct Energy is one of the best deals out there, with very little interruptions and great service.
Hello Scotty. We are super honored and grateful to have your trust and loyalty for nearly 13 years! That is so fabulous, there are not enough words to express how happy this makes us! We will work as hard as we can to continue as your trusted electricity supplier for many more years. Thank you for choosing Direct Energy. We love serving you! All the best! - Marta / Digital Care
— Direct Energy on July 7th, 2022
Disappointed
We have been with direct energy for a long time. They were great. Didnt know the company was sold ( should have changed the name ).but I could see the greed in between the lines. I wondered what was going on.We unfortunately renewed.they have become very bad. Many issues other customers already mentioned but also the way they treat paying customers! Even chat has become rude.
Also communication in Email SUBJECT oops
They want people to supposedly conserve energy. instead of incentives like most businesses they guilt, trip or whatever else unprofessional.we dont use that much electricity.even during the summer heat we are turned up to 80 with fans running.with this humidity we are trying to protect pets and people but also prevent mold,food,prescription Loss.again we dont use that much electricity for a household.
How about direct energy and company cut back some..
Good afternoon. We are very sorry that you feel this way and we offer our sincerest apologies for the inconvenience you have experienced. We greatly appreciate your loyalty and trust, and we would love to work with you and help you resolve any questions or concerns you may have. Please don't hesitate to get in contact with us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will work as hard as we can to clarify all of your doubts and treat you the way you deserve. Thank you for the feedback. Have a wonderful weekend! - Marta / Digital Care
— Direct Energy on June 24th, 2022
Worst possible customer service
I have literally had ONE nice experience with CS seriously to the point that I am willing to pay the early disconnect fee just to not have to deal with them. Literally do not GAF about working with people in difficult situations. Condescending and rude
Good afternoon, Kd. We are truly concerned to know your experience with our Customer Care Team was less than acceptable. We would appreciate if you gave us the opportunity to make things right, please feel free to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, you are an important member of our family and we will give our 110% to show you we care. We'll be waiting for you. Thank you for the feedback. Have a wonderful day! - Marta / Digital Care
— Direct Energy on June 22nd, 2022
Avoid this greedy company
30 dollars every time they send an email notifying you that your account is overdue. Forget to set up auto pay? 30$. Change your debit card and forget to update it with them? 30$. It costs you anywhere near $30 to send out an automated reminder? Nonsense. Can't wait until my contract is over. Avoid this company at all costs.
Good afternoon, Derek. We certainly understand your concern regarding the Collections Recovery Fee. This fee of $29.95 is assessed in an attempt to recoup the cost of the effort to collect on the amount owed. Keep in mind when an account is past due, it is automatically subject to collection activities which include collection calls, late payment fees, collection recovery fees & potentially service interruption. We would like to take a closer look at your account and help in any way we can. Please don't hesitate to get in contact with us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will do our best to solve your concern. Have a great start of the week! - Marta / Digital Care
— Direct Energy on June 13th, 2022
You get what you pay for
I have a fixed rate, so there is nothing to say except that the customer service is poor. Unlike the phone agents who refuse to accept complaints regarding it, the chat agents are eager to get you off the line. This will enable them to enjoy the remainder of their evening at home. They offer excellent rates. The answer is yes, but there is more to it than that.
Good morning, BYCLee. We are truly sorry and concerned to know your experience with our Customer Care Team was less than acceptable. We would love if you could give us the opportunity to serve you the way you deserve and make things right this time. We value your business with Direct Energy and we will be more than glad to further assist you, so please feel free to get in contact with us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will give our 110% to show you we care. We look forward to hearing from you soon. Thank you for the feedback. Have a wonderful day! - Marta / Digital Care
— Direct Energy on June 2nd, 2022
Problematic billing system seen in Direct Energy
I decided to terminate my DE service because there was lack of details/transparency in my statement. Unfortunately, after I switched my service provider, DE made another error in my last bill and overcharged me again. I can only contact DE through online chatting and the representative did her best in assisting me, which was good. However, it will take 1-2 billing cycle(s) to correct the error and their system can not even generate a ticket/tracking number for me to follow up. I believe such treatment is below industry standard and DE really needs to improve in this area to serve their customers better.
Good afternoon, Y. Liang. We deeply regret the situation you had to experience and it truly saddens us to know that we have lost you as part of our family. We hope to have the opportunity to serve you again in the future and give you the attention and care that you deserve. If there is anything we can help you with, please don't hesitate to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we will do our best to solve any concern you may have. Please take care and be safe! - Marta / Digital Care
— Direct Energy on May 24th, 2022
HORRIBLE
Started service on Oct 2021 was suppose to get $320. In gift cards . got disc. For some reason in November 2021. They could not give me the reason for disc. Still havent received GCs its end of March 2022.
Good afternoon, G. Cervantes. We are truly sorry for the inconvenience you have experienced. We value you business with Direct Energy, and we would love the opportunity to take a closer look at your account and help in any way we can. Please do not hesitate to reach us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central: we will work diligently to answer all of your questions and solve your concerns. We'll be waiting to talk to you. Thank you for this important feedback. Have a beautiful day! - Marta / Digital Care
— Direct Energy on March 23rd, 2022
Poor service
They Have Been Charging Me For Saturday Over 6 Months And It's Supposed to be Free.
Good afternoon, Minnie. Thank you for providing us with this important feedback. We apologize for any inconvenience you may have experienced regarding the charges on your account. We value your business with Direct Energy and we would love to take a closer look at your account and clarify all of your doubts. Please do not hesitate to get in contact with us by phone toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central, or you can chat with us at www.directenergy.com. We will be more than glad to help you out. Have a great start of the week! - Marta / Digital Care
— Direct Energy on February 7th, 2022
Horrible
My patience is gone. I have been told so many different things regarding receiving my promotion. I will be leaving as soon as the contract is up and will never reccomend.
Good afternoon. We are terribly sorry for the inconvenience you have experienced regarding a promotion offered. We care for you and we would love the opportunity to further investigate this matter and help you find the best solution to your case. Please do not hesitate to get in touch with our Customer Service Department toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central. You can also contact us through chat at www.directenergy.com. We will do our best to regain your trust in us. Have a great day! - Sophie / Digital Care
— Direct Energy on February 1st, 2022
Too high
All of a sudden my bill drastically jumped up from around 118.00 to 300.00 I feel like its a scam going on!! Im about to call now because when I moved in my house they tried to raise my kilowatt price I had to call to tell them to correct it smh!!
Hi Tia, we are deeply sorry for any confusion this bill may have caused you. We would love to further investigate the increase on the bill and find the best solution for your case. Please contact us through chat at www.directenergy.com, it will be a pleasure to assist you. - Have a great day! - Emma / Digital Care
— Direct Energy on January 31st, 2022
Had 1 year contract but was disconnected without explanation
I had 1 year contract with good price but when i moved because of my apartment problem, the electricity was transferred to my new address and disconnected.
I called Direct Energy throughout my moving process to make sure everything was good. First it was transferred but because of my apartment problems i had to hold it for like 20 days .
I called Direct energy and explained them everything. That i want it to be hold and start on which day of Sept . They said okay. I was hoping there to be electricity when i move but no.
I called them and they said they don't hold but disconnect. I was never informed or explained about it. I was told my contract was cancelled that time when it was on hold which i had no idea about. I still had lot of months left on my contract.
The agent told me i had to get new plan which was more expensive than my previous one. After an hour talk with the agent and her supervisor i was promised to be given my same plan for same rate. But she said since it was holiday i have to be on temporary plan for 5-6 days until next month starts. I agreed.
When i got my bills for next 2 months it was double the rate of my previous plan . I talked with so many people and their supervisor on Direct Energy , they keep on denying what i was promised. They kept on arguing that it shows on their record that i signed up for the current plan. I explained in details with too many of their people. I told them to check as their was recorded conversation on the date i agreed to sign up for the plan on my new apartment.
After wasting so much time and money, i was told after they investigated that what i told i was right. But they said sorry but they can't give me the plan. They wanted me to get me new plan now which cost double the rate.
I wish i could give - negative star. Even though it was not my fault i have to suffer. NOW i am trying to find new plan but i don't want to continue with Direct anymore
Good morning, M. We are very sorry for the situation you have had to experience in relation to your rate plan. We'd love to do the right thing and help you find the best rate we have available for you. Please contact us by phone or through our live chat team, we will do our best to resolve your concern and regain your trust in us. We look forward to hearing from you soon. Thank you for this important feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on January 18th, 2022
Horrible
Overcharge for rotten customer service I absolutely do not recommend would like to leave zero stars
Hello Kdorris. We apologize for the bad experience you have had. We care for you and we would love the opportunity to make things right. Please feel free to reach us anytime toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central, or you can also chat with us at www.directenergy.com. We will do our best to help in any way we can and show you how important you are to us. We look forward to hearing from you soon. Thank you for the feedback. Have a wonderful day! - Sophie / Digital Care
— Direct Energy on January 5th, 2022
Beware
The worst company, the promise good rates dont believe them I have 3 year experience with them and cant wait to find another company that wont take advantage of their customers
Good afternoon, Daniel. Thank you for taking the time to let us know how you feel. We are terribly sorry for any bad experience you've had. You are really important to us and we would love to have the opportunity to take a closer look at any concern you may have. Please feel free to reach us anytime, by phone toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central, or you can also chat with us at www.directenergy.com. We will work diligently to provide you with the best solution to your case. Thank you for the feedback. Have a lovely day! - Sophie / Digital Care
— Direct Energy on January 3rd, 2022
$120 bill with an additional $120 in delivery charges
$335 bill in December. $120 bill for my kilowatt hours in an additional $120 bill and delivery charges. Direct Energy is a scam
Hello. Thank you for taking the time to let us know about this concerning situation you have experienced. We would definitely love the opportunity to take a closer look at this and help in any way we can. Please do not hesitate to contact us by phone or Live Chat at any moment, and we will do what it takes to find the best solution in your case. We'll be waiting for you. Thank you for this important feedback. Have a wonderful start of the week! - Sophie - Digital Care
— Direct Energy on December 20th, 2021
Poor communication
My 18 month contract was due for renewal and I never received an email or letter to review and sign. Then I had a bill for November 2021 that was never sent to me or a bill mailed out to me. Now I have a past due bill with an extra surcharge. I spoke with the agent over the phone and I now had to pay both December & November bill together and the surcharge which the agent never confirmed if I ever received a bill for November or offered to take off the surcharge. This is very poor customer management
Good afternoon, Bill. We are terribly sorry for the inconvenience you have experienced. We care for you and we would like to further investigate this matter to work on the best solution to your case. Please feel free to reach us anytime by phone or through our Live Chat department, we will do our best to help in any way we can. We look forward to hearing from you soon. Thank you for the feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on December 20th, 2021
Over charge
For some unknown reason, when Direct Energy upgraded. They changed my plan without authorization. when i told them about they switched be back to my original plan, but would not adjust my bill. Not only that now i am unable to track my usage.
Good afternoon, Wallacette. We are truly sorry for the inconvenience you experienced. We look forward to the opportunity to assist you again the way you deserve to enhance your experience with us! ! You can check your estimated usage through your Online Account Manager, and also, you may obtain further details regarding your usage by registering your meter at www.smartmetertexas.com. Here your usage can be viewed every hour. You will be able to view when your usage is at its highest point and where it is at its lowest point throughout each day. Thank you for this feedback. For any future assistance needed please feel free to reach us anytime by phone or through our Live Chat department, we will do our best to show you we care. Have a beautiful day! - Sophie / Digital Care
— Direct Energy on December 15th, 2021
Direct Energy Best Rates Available
Direct Energy has fantastic competitive rates, great customer service, and a user friendly website. Simple and cost-effective is why I'm a Direct Energy customer. Plus you get Get a $50 bill credit
Hello I. Smith. Thank you for taking some time out of your busy day to share your great experience with us. We are delighted to know that we have been able to satisfy your needs and that you are happy with the service we provide. Our main objective is to always give you the best experience so that all of our interactions to be 5-stars! Thank you for referring us to your friends and family, to have more details about this campaign go to https://www.directenergy.com/refer-a-friend. Thank you for trusting us! Please take care and be safe! - Sophie / Digital Care
— Direct Energy on November 30th, 2021
Billing Error
I was pretty happy with the company and the plan(Free nights 9pm to 9am) I have. On my latest bill, there is an error. On all my previous bills, you will see "FREE Usage xxx kWh and FREE TDU Charges" but not on the latest November bill there is no credit for "Free TDU Charges" . So the amount is more than double because the FREE TDU Charges" were not credited. I had been trying to contact the online customer service but they just don't understand the bill at all.
Good afternoon, Henry. Thank you for bringing this to our attention. We are truly sorry for the inconvenience you have experienced regarding your bill. You are an important part of our family and we would love to further investigate this matter, please feel free to contact us by phone at 888-305-3828, or through our Live Chat department at www.directenergy.com, we will do our best to solve your concern. We look forward to hearing from you soon. Thank you for the feedback. Have a beautiful day! - Sophie / Digital Care
— Direct Energy on November 22nd, 2021
Worst
Originally had bounce energy and it was just too good to be true paying about 8.7 cents a kilowatt and even gave back bonuses for paying on time every time like 50$ off the bill here and 100$ off there depending on perfect paying history. It's always too good to be true folks. Direct bought bounce out and my electric bill immediately doubled and no reward system what so ever which is fine but seriously brought it up to 16 cents a kilowatt. Completely asinine but I dealt with it unfortunately cuz I hate the hassle of getting a new company lined out. Then they decide out of nowhere that they are gonna change their system up out of nowhere and screw everyone in the process and the billing cycle has changed now so now I have to rework my entire month's finances again to accommodate for the change like I already had to do when they unfortunately bought bounce energy out. And thats the last straw with this horrible company. They've done nothing but be a massive pain and won't tell you anything. You go to pay your bill at the same day every month and all of a sudden it's changed and all they can say is wait for the bill, They help in no form or fashion and changing the billing cycle AGAIN which makes me have to rework my monthly checks AGAIN may not seem like a big deal to millionaires but I live pay check to pay check like most normal people on the planet especially these days so that is majorly frustrating and shouldn't have to do that due to a company wanting to update something. Unreal company I'm surprised anyone puts up with them. Please use anything else other than Direct Energy, you will thank me later in life I promise
Good afternoon, Dee. We are truly sorry to know how you feel. We apologize for any inconvenience you may have experienced. You are an important part of our family and we would like to take a closer look at any concern you may have and work to provide you the best solution. Please feel free to reach us by phone or through our Live Chat department, we will be more than glad to further assist you. We look forward to hearing from you soon. We highly appreciate this feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on November 10th, 2021
It is a nightmare!
I chose this company, because I've had them in the past. I was due to move into an apartment, but did not move in because of cockroaches, so I called direct energy and canceled my service before it was even due to start.I was assured that the order was canceled, and there would be zero fees associated with it.Upon signing into my online account, it has always appeared that they did start service and did not cancel the order.I have spoken to a dozen people, who have all told me that the above is true, that it was cancelled.This morning I get an email stating I owe them $5.97 for 3 Days of service.All of the following people assured me my account was never even started...Elder, Eddie, another woman I couldn't understand her name because she couldn't speak English very well, Maria, Yara, Raquel, Luis, Marshall, Jose, Carlos, and Teel. I was even asked to give my entire social security number on more than one occasion, because no one can seem to find my account now.Accountability needs to be had with people that tell you they're going to do something, and then do not.I have excellent credit, and it's stuff like this that is very irritating. Not only have I spent many hours of my life on something that should have been handled right the first time, now I get it bill for an account that doesn't even exist?I wanted to use this company for an upcoming apartment I am looking at, and I am second-guessing that right now.Teel, from the executive team, assured me she will fix this problem and get back to me.I will give it until tomorrow to see if she follows through. If not, I will call the Houston chronicle which they seem to take pride in being high on their list, and I will call the Better Business Bureau (if this is not resolved).I have been extremely patient, but enough is enough.In trying to sign into my online account, now it says they are working on things and you can't even sign in!If people would just do what they say the first time, and have the integrity to do what they say they're going to do, things like this would not have to happen.I've also been told many times that I was talking to a supervisor, just to find out they were not a supervisor!I want the situation resolved immediately with direct energy, I was always a loyal customer who paid my bills on time, and I have referred them to many people.All I want is for someone to fix my account showing that it never started, that I did cancel in a timely manner, and that my fees are $0.This is just not acceptable and has become so stressful, and it ought not to be.Hopefully, Teel will be able to resolve this issue.
Good afternoon. Thank you for taking the time to share this review with us. We are terribly sorry for the bad experience you have had. We care for you and we would love the opportunity to further investigate this matter and help in any way we can. Please do not hesitate to reach us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can also chat with us at www.directenergy.com.
We will do our best to show you we care and to find the best solution in your case. We look forward to hearing from you soon. Thank you for this important feedback. Have a beautiful day! - Sophie / Digital Care
— Direct Energy on October 20th, 2021
Unethical energy provider
Consumers BEWARE!
Don't trust this company. I'm a new customer w/flat rate plan. I'm single women and In a 670 sqft apt. My bill is $228. I called and the rep was rude. She told me she couldn't help. That I'll have to pay my bill. Also, if I canceled I'll have to pay a fee. Horrible! This company is a scam. Consumers BEWARE OF THIS SCAM COMPANY. ITS HAS UNETHICAL BUSINESS PRACTICES. Charging customers unexplainable fees on bill. Please double check your bill.
Hello Jennifer. We are sorry to hear that the experience you had with our Customer Care Team was anything less than outstanding. We always strive to provide an excellent customer experience and apologize if we missed the mark. We would love the opportunity to further investigate your concern and help you in any way we can. Please feel free to contact our Customer Service Department from October 18, toll-free at 1-888-305-3828. For your convenience, we are available Monday-Saturday from 7:30 a.m. to 8:00 p.m. all times are Central, or you can also chat with us at www.directenergy.com. We will do our best to help you solve this matter and regain your trust in us. Thank you for the feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on October 15th, 2021
Lost a 4 year customer of $10.00
Just goes to show a customer can be loyal to a company, but Direct Energy will never be loyal to a customer.
Hello Kurt. We are truly sorry to know you feel this way. We care for you and we would love to take a closer look at any concern you may have and work diligently to help you solve it. Please do not hesitate to contact us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can also chat with us at www.directenergy.com.
We look forward to hearing from you soon. Thank you for this important feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on October 11th, 2021
Pesimos, estafadores
Esta compaa me ofrecio un plan promedio cuando solo tenia 3 meses en esta, y despues de 5 meses me dicen q tengo 200 dlares de deudas por el plan promedio, porq me estaban facturando ese plan teniendo en cuenta el ao anterior la persona q vivio antes de mi en el apartamento, como puede haber tanta incompetencia, si yo se lo q consumo y no es nada y las facturas super altas, algo q es imposible, me dicen q tengo tal vez escape de energa ya han revisado todo no tengo nada, son ustedes q sobre giran los consumos, ahora llamo y me dicen q deba solo 56 dolares porq pagu 72 hace 3 dias atrs y luego de ponerme en espera dicen q son 129, o sea, no se coordinan ni para mentir, te estafan tu dinero a ti q eres un simple trabajador a la cara, horrible, pides un plan q te ayude le digo Dame finales de semana gratis y me dicen q tendr q pagar 7 centavos ms a lo q pago ahora para tener finales de semanas gratis, entonces mi pregunta es: CUAL ES LA GRATUIDAD? PORQUE POR MATEMATICAS SI ME SUBES EL PRECIO ENTONCES NO ES GRATIS ESTARIA PAGANDO DE LUNES A VIERNES LO Q SEGUN ES GRATIS SABADOS Y DOMINGOS, gratuidad seria q pagando lo mismo q pago por kilowatts me das esos das gratis, si me sabes el precio de kilowatts ustedes compensan "los dias gratis " y aun hay gente q cree ahorra con estos estafadores. Maldita la hora q me cambi de compaa a ustedes. 4 aos viv en austin y jams tuve problemas con la energa ni tuve q cambiar de compaa aqui los dos 1ros meses te cobran bajo y luego te llega el golpetazo.
Hola Yasnara. Lamentamos mucho saber que se siente de esta manera. Nos preocupamos por usted y nos encantara tener la oportunidad de analizar ms de cerca su inquietud y ayudarle en todo lo que podamos. Por favor no dude en comunicarse con nosotros a travs de cualquiera de nuestros canales de comunicacin:
* Nuestro equipo de Facebook en https://www.facebook.com/directenergy/
* Nuestro equipo de Twitter en https://twitter.com/directenergy
* O tambin puede chatear con nosotros en www.directenergy.com.
Trabajaremos diligentemente para ofrecerte la mejor opcin y recuperar tu confianza en nosotros. Esperamos tener noticias suyas pronto. Gracias por su comentario. ¡Que tenga un lindo da! - Sophie / Digital Care
— Direct Energy on October 4th, 2021
Sky rocket bill
My bill is always paid in full each month. I just paid my bill for September on the 14th. I just checked my account and now my bill for October is $318 due on the 10th. How is that possible without any balance from the previous month? This is ridiculous, it really is. I NEED ANSWERS!!!
Good afternoon, D. Gold. Thank you for bringing this to our attention. We would like to further investigate this matter and work with you to clarify all of your doubts. Please feel free to reach us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can also chat with us at www.directenergy.com.
We will do our best to solve your concern. We look forward to hearing from you soon. Thank you for the feedback. All the best! - Sophie / Digital Care
— Direct Energy on September 23rd, 2021
The worst of all
I had the worst experience with Direct Energy of my life in electricity. I had a plan with them and in the month of August I got 3 x the normal price I use to get for no reasons and they confirmed I use same energy as I use to but just that they want to fraud me for this particular month. PLzzz RUN far away from Direct energy as they are not only wicked but a fraud and liar. Again RUN away from such fraudulent energy provider as this is not the first time they've done it but this is beyond repairs "FRAUD" of a company.
Hello Buyingsquash. We are so disappointed to hear that this is the experience you have had, and we apologize for the frustration it has caused. We would like the opportunity to look into this further for you. Please feel free to reach us through our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can also chat with us at www.directenergy.com.
We will work with you so that we can resolve this situation. Thank you for the feedback, and we look forward to hearing from you soon. All the best! - Sophie / Digital Care
— Direct Energy on September 21st, 2021
WORST COMPANY
PLEASE stay away from this energy company! They are the worst, I am going to take time to write to the state or the department that regulates them. From Billing to customer service they will make your day Horrible Even my wife called them and by the time she finished she was so Upset with them. I am not going to go into details because they are not worth my time anymore . I am telling all my family and friends about them. I will do this >>> I will go out of my way to inform the public about this company
Good afternoon. We are terribly sorry to know you feel this way. We care for you and we would love the opportunity to further investigate any concerns you may have and help in the best way we can. Please feel free to reach us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can chat with us at www.directenergy.com. We will do our best to answer all of your questions and we will work with you to find the best solution in your case. We look forward to hearing from you soon. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on September 20th, 2021
WORST COMPANY
PLEASE stay away from this energy company! They are the worst, I am going to take time to write to the state or the department that regulates them. From Billing to customer service they will make your day Horrible Even my wife called them and by the time she finished she was so Upset with them. I am not going to go into details because they are not worth my time anymore . I am telling all my family and friends about them. I will do this >>> I will go out of my way to inform the public about this company
Good afternoon. We are terribly sorry to know you feel this way. We care for you and we would love the opportunity to further investigate any concerns you may have and help in the best way we can. Please feel free to reach us through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can chat with us at www.directenergy.com. We will do our best to answer all of your questions and we will work with you to find the best solution in your case. We look forward to hearing from you soon. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on September 20th, 2021
Experience with Direct Energy provider in Texas - Dallas
We have been customers with Direct Energy for a number of years, at first the bills were acceptable, even though I noticed that they were continuously increasing.I understand that the energy consumption changes and as of late living expenses have increased quite a lot. However, the last bill we received was for an unacceptable amount by any standard. I called customer service to understand what was going on, they told me that they had sent me a communication to renew the contract, and I never had any issues in the past with this. However, this time I did not receive any notice, I was receiving the bills regularly and also paying them regularly. The bill went up by nearly $200, in addition, the fees applied for electricity were much higher than usual. I spoke to customer service and they were not helpful at all, they just said they would deduct $50 from my bill and they could give me a slightly lower rate per kw. I was told that I would be contacted by a supervisor to see what could be done, and of course, that never happened.I did some research online and also contacted friends with different energy providers and found that I was paying way much more for energy by comparison.I switched provider right away, Direct Energy has one of the highest rates with absolutely no difference in service compared to some providers with lower rates.You just need to do some research and verify which energy companies have good rates and good reviews, it takes some time but it will save you money.At this point, I would definitely not recommend Direct Energy.
Good afternoon, Barbara. We are sorry to hear about the confusion that occurred with your rate. It does sound like your account had a fixed-rate contract, which expired, and the account transitioned to a month-to-month, variable-rate plan. We certainly never want our customers to be surprised at the rate they are paying, nor do we want to transition a fixed-rate account to a variable rate unexpectedly. For these reasons, and as required by law, we send out end-of-term notices to any account that has a fixed-rate contract expiring within the next 30-60 days (the requirements on when the letters must be sent vary by state). As a resident of the state of TX, you would have received your notice as part of your monthly billing and you will also check the variable rate on the current bill. The end of terms notice would have included the expiration date of the current contract, instructions on how to renew into another fixed-rate contract (either by phone, chat, or via your online account), and the important disclosure that states if we do not hear from you by the expiration date, the account will automatically move to the month to month, variable rate pricing. Our goal is always to operate as transparently as possible and in the best interests of our customers. We regret that you had a less than outstanding experience surrounding your renewal, but we look forward to the privilege of work on your account and provide you a solution. Thank you for the feedback, and have a wonderful weekend! - Sophie / Digital Care
— Direct Energy on September 17th, 2021
Gone so far downhill
Ive been a customer for over three years and this customer has gone from really
good to absolutely horrible. They previously had local customer service and have outsourced overseas which is a large part of the issue. I signed a 3 year contract with them to be locked in at a certain rate and in recent months, with no changes to my lifestyle, my bill has nearly doubled. Very difficult to get any answers from customer service.
Hello Marianne. Thank you for taking the time to let us know how you feel. You are an important part of our family and we care for you, so we would love the opportunity to take a closer look at your account and help you solve your concern. Please feel free to reach us anytime through any of our communication channels:
* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can chat with us at www.directenergy.com.
We'll be waiting for you and we will do our best to regain your trust in us and continue serving you for many years to come. We look forward to hearing from you soon. We appreciate the feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on September 14th, 2021
Best electric company
I recommend it 100%The best rate, honest,they don't take advantage of their customers,, excellent customer service
Good afternoon, Belem. Thank you for sharing this nice review with us. We hope to have the opportunity to be your trusted electricity supplier again in the future. Thank you for the opportunity you gave us to serve you. Please feel free to reach us anytime you need us, we'll be waiting for you. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on September 13th, 2021
$50 off with code Y8PT5E !!!
I LOVE direct energy. Their customer service is fantastic. Every time weve called they have attended us in a friendly and efficient manner. Plus I got $50 off with this code: Y8PT5E
Good afternoon, Ana. There is no bigger compliment for us than when our customers say they would recommend Direct Energy to their family and friends! Are you familiar with our Refer a Friend Promotion? You and the new customer can each receive a $50 credit. To find out more information, visit our website at https://www.directenergy.com/refer-a-friend. We love knowing that you have had great assistance from our Customer Care Team. We always strive to provide an excellent customer experience and we definitely appreciate when our customers share their awesome experience through reviews, so we thank you for taking the time to do so! Thank you for your trust and loyalty! Have a beautiful day! - Sophie / Digital Care
— Direct Energy on September 2nd, 2021
Worst customer service - I don't recommend
I have made an order with Direct Energy 1 month before my contract was ending with PulsePower because of their offers and rates. There is no email about order confirmation, so I called before my contract start date and they said my order was rejected. So, customer service told me to create a new order and I did it again. Same story repeats again. No confirmation, no customer service call. My previous provider disconnected my service. I have called the customer service again and again the same offer to create a new order.
Hello Anusha. We are terribly sorry for the inconvenience you have experienced with your enrollment process. We would like to further investigate this matter and help in any way we can. Please connect with our Facebook team at https://www.facebook.com/directenergy/ or Twitter team at https://twitter.com/directenergy, or you can chat with us at www.directenergy.com. We will do our best to answer all of your questions and find the best solution for your case. We look forward to hearing from you soon. Thank you for the feedback. All the best! - Sophie / Digital Care
— Direct Energy on August 10th, 2021
Great rates and customer service
I have been with Direct Energy in the past and left thinking I could get a better rate. The customer service is excellent when you have any billing issues they treat you with respect. I went back to them this year and put their service on 2 houses. You will be pleased to know Direct has great people working for them.
Good afternoon. Thank you for taking the time to share this important comment with us. Thank you so much for giving us another chance to serve you. We are very happy to have you in our family and we will do our very best to continue as your electricity provider for many years to come! Please take care and be safe! - Sophie / Digital Care
— Direct Energy on August 10th, 2021
Absolutely THE BEST!
As other people have had problems paying their bills before, during and with the continued covid crisis, Direct Energy has been there for me and my family through it all! I have never had a more positive experience with friendly and helpful customer service representatives than I have with Direct Energy! In several states to include Texas, no energy company has delivered the best experience!
Good afternoon. Thank you so much for this awesome review! These have been difficult times for everyone, and we are glad to have been able to serve you and always be there for you, because you are a very important part of our family. We know that together we can achieve great things. Thank you for your trust and loyalty! Please take care and be safe! - Sophie / Digital Care
— Direct Energy on August 10th, 2021
Recent encounter
Do not do business with direct energy they do not care about clients and price gauge people . The reps are very deceitful as they suggest plans such as average price that should not be suggested without having any history of usage at the current location.
Hello Taline. We are truly worried to know you feel this way. We care for you and would love the opportunity to further investigate any concerns you may have and help in any way we can. Please feel free to contact us anytime through any of our communication channels, we will work diligently to regain your trust in us and to continue as your electricity provider. We look forward to hearing from you soon. Thank you for the feedback. Have a lovely day! - Sophie / Digital Care
— Direct Energy on July 29th, 2021
Bad service
You sale power with my SS to deferent consumer on meadow st and you call me and hang up on me ,this your service after you disconnect my power you you ask me for $700 and you want me to fix the problem . We need to resolve the problem officially you provide my SS to deferent person this is against the low
Good afternoon. We are really concerned about the situation you describe in this review. We care for you and we would love the opportunity to further investigate this matter. Please feel free to reach us through any of our communication channels:
The Facebook team at https://www.facebook.com/directenergy/
The Twitter team at https://twitter.com/directenergy
By phone toll-free at 1-888-305-3828. For your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central
Through our Live Chat department at www.directenergy.com
We will work diligently to clarify this situation and provide you a solution. We look forward to hearing from you soon. Thank you for this important feedback. Have a wonderful day! - Sophie / Digital Care
— Direct Energy on July 19th, 2021
Direct Energy order status
Email says "We'll send you an email update within the next 3 days when your order has been completed." But I haven't got any email so I went to chat the customer service after the 3rd day to get an update. The customer chat representative checked my order and it said it was approved and gave me the order details. Customer service Chat was prompt and didn't have to wait for a long time to get a response.
Hello DXC. Thank you for taking the time to share your experience with us. We care for you and we are really grateful to have you in our family! We love knowing that you have had great assistance from our Chat Customer Care Team. We always strive to provide an excellent customer experience. Thank you for giving us a shot! All the best! - Sophie / Digital Care
— Direct Energy on July 8th, 2021
Tried to blame Oncor for their own incompetence
Direct Energy couldn't even submit an order to Oncor correctly! Submitted an order to switch at the end of May, received an email saying that we'd have the switch done in seven days. Seven days later we get an email "welcoming" us to the DE family.Fast forward to the next month, we keep waiting and checking their site to receive a bill and only saw that they "needed weeks worth of data" to show us our usage. Turns out they never even submitted the order to Oncor! Had to click a few different links to realize that our account was still pending! We reach out and all they do is deflect, deflect, deflect. They had the audacity to tell us first that Oncor hadn't "processed" our order, reached out to Oncor and it turns out they never received an order from DE. Once we informed them of that they changed their story to "the orders were pending" on their end, for a month!? Talked to customer service only to be told that it was our fault because the website said our account was pending and because they gave us a call once (ten days AFTER our service was scheduled to start!) and left no voicemail. They also said they put in three orders on the day our service was to start. Strange that they would put in three orders, not reach out to us THAT day, and then never tough the account again! Again, we had to search their website to see that our account was pending, why isn't that front and center! Took them ages to finally accept some blame and admit they should have done better. We overpaid with our previous retailer because we got switched to a month-to-month plan and they wouldn't give us a credit to match the difference. They then stated that they could get our power on by the next business day without even understanding why their orders didn't go through in the first place! How can you promise that when you couldn't do it a month ago??We don't want to deal with customer service that can't own their mistakes and won't do their best to rectify them in the moment.
Good afternoon, Julio. We can only imagine how frustrating this situation was, and we are truly sorry about it.
Our customers are the most important thing to us, and we would like to be able to give you the attention you deserve. If there is anything, anything, that we can serve you with, please contact us at any time through any of our communications channels:
The Facebook team at https://www.facebook.com/directenergy/
The Twitter team at https://twitter.com/directenergy
By phone toll-free at 1-888-305-3828. For your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central
Or through our Live Chat department at www.directenergy.com.
We will do our best to show you we care. We look forward to hearing from you soon. Thank you for this important feedback. Kind regards! - Sophie / Digital Care
— Direct Energy on July 7th, 2021
Customer service lied,
I am disabled vet. I was in the hospital for for heart issues, called customer service in June 2021 cause had disconnect notice. Rep said don't worry your power due to covet would not be turned off until July. 23. Got disconnect notice for July 7th, called customers service they stated listening to call after being on phone for over an hour and they said rep never said that, I might be old but I know the conversation I had with rep last month. All calls are routed out of the US so they don't hardly understand English, I have heart issues and have to have power and begged the rep just for 2 more weeks and I was denied. DO NOT DO BUSINESS WITH COMPANY!!!!
Good afternoon, William. We are terribly sorry for the bad experience you have had. We care for you and we hope to have the opportunity to serve you the way you deserve and show you how important you are to us. For any further assistance please do not hesitate to contact us through any of our communication channels:
The Facebook team at https://www.facebook.com/directenergy/
The Twitter team at https://twitter.com/directenergy
Or you can chat with us at www.directenergy.com.
Thank you for the feedback. We look forward to the opportunity to regain your trust in us. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on July 1st, 2021
Ripoff hidden fees
I've had DE for about 2 years now, as I am stuck in a contract. I switched from Reliant. DE's rate was advertised lower per kwh than what I was paying so I fell for it... but failed to realize all bogus fees. I've been in 1brdm small places and avg below 400kwh monthly for many years now low energy consumption - my Reliant bills were always around $40 bucks and even in summer around $65 - it's been double that now with DE. Same low energy consumption, but getting ripped a new one by hidden charges. Customer service is standard nothing to write home about. Those fees are ridiculous however - I'm an on-time and in-full paying customer, but one day the bill slipped my mind and I paid 1 day past the 'due date' - NOT 30 days late mind you...1 DAY PAST DUE DATE and they charged me $30 for a reconnect fee when I wasn't disconnected!! Are you kidding me! I will be moving into a new home purchase and this company will not be moving with me! I'll go back to Reliant or some other company with straight forward billing at fixed rate and no hidden-bogus-padding their pocket-fees.
Hi, we apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that the standard was not met in your interaction with our business. Your satisfaction our number one priority. We would like to get another opportunity to deeply review your account and find the best plan to reduce your bill. Please connect with us at Facebook: https://www.facebook.com/directenergy/
Twitter: https://twitter.com/directenergy
Chat at: www.directenergy.com
We are looking forward to hearing from you soon! - Zoeh / Digital Care
— Direct Energy on June 16th, 2021
I'm already a customer,,i give 5 star +good Custer service and my plan was exelent very honest company i recommended 100%
I recommend 100% and i give 5+Star
Very honest company
They don't take advantage of in there customers like others company do,,thank you
Wow, we were blown away by your positive words, we really appreciate the time you took to write such a detailed review, Belem. We are honored to have you as a customer. Have a great day! - Zoeh / Digital Care
— Direct Energy on June 15th, 2021
The best service in all terms! A happy customer
Great deals. Good service
Hello Jeniepriyanka. Thank you for this great rating and comment! We are so pleased to know that we have earned your trust and loyalty, and we appreciate you sharing your experience. We will continue doing our best to be your trusted electricity provider for a long time to come! Have a great weekend! - Sophie / Digital Care
— Direct Energy on June 11th, 2021
A great big help!
I contacted customer support because I used the wrong bank account to make a payment and they were quick to get it canceled so I didnt get an overdraft fee. Also assured me I would not be disconnected if my payment did not clear because the money came out of my cash app account and was denied but showed complete on their side. Completely satisfied with DIRECT ENERGY!!!
Hi Jennifer, wow, we were blown away by your positive words, we really appreciate the time you took to write such a detailed review! We noticed you mentioned that the mistake with the payment has been addressed and we are very happy about it. Feel free to contact us whenever you need it. Have a great day! - Zoeh / Digital Care
— Direct Energy on June 7th, 2021
Bad online renewal
Tried to sign up with PHONE# THIER WEB PAGE COULDN'T F0INE ME ALTHOUGH I'VE BEEN CUSTOMER FOR YEARS COULDNT LOCATE USEING CUST # EVEN METER NO DIDNT WORK CHAT DIDNT WORK FINALLY WELL U KNOW 2HOURS LATTER
Good afternoon, Cliff. We are terribly sorry for the bad experience you have had trying to sign up. We are glad to know that your enrollment was finally processed, albeit with effort. We appreciate the opportunity you have given us by choosing us as your trusted supplier. We look forward to the opportunity to assist you again, the way you deserve and regain your trust in us. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on June 2nd, 2021
Hi Mike, we're pleased to know that your experience with us was a good one. thank you for entrusting us with the care of your energy and for taking a moment to leave this review. Have a great day! - Zoeh / Digital care
— Direct Energy on May 26th, 2021
Best in texas
Gaddy helped us keep our power on when we made a mistake with transfer and it was seem less. They go above and beyond for customers
Hello Ryan. Thank you so much for taking some time to share this great feedback with us! We are so delighted to know you received the attention you deserve! We will make sure to congratulate Gaddy and her team for her commitment and the amazing job done! Thank you for your trust and loyalty, we're happy to serve you! Have a beautiful day! - Sophie / Digital Care
— Direct Energy on May 10th, 2021
I will not recommend direct energy out of Houston Texas
I started with Direct energy back in February 2020 everything was going great on their average billing plan my payments electricity range about $176 per month at $.10 per kilowatt no problem from January up until May they called me and said they would adjust my bill to nine cents per kilowatt I said thats fineWhat they did not tell me was on a average billing plan for April might be it was $176 when they took the average billing plan off they went back three months and try to charge me $690 for 1500 kW for April I caught him an ally the person I dealt with was named Francisco they easily shift it there lies From one person to the other I talk to a supervisor in Charles he could not resolve the situation and still wanted me to pay the $176 for this month and tried to extort me out of another $400 this company is bad they have several lawsuits against them for fraudulent power service they should be out of business Rundo not use them I switched immediately!
Good afternoon, Carl. Thank you for bringing this to our attention, we apologize for the bad experience you have had. We care for you and we would like to further investigate this matter. Please feel free to connect with our Facebook team at https://www.facebook.com/directenergy/ or Twitter team at https://twitter.com/directenergy, you can also chat with us at www.directenergy.com. We will do our best to provide you a solution. Thank you for the feedback. We look forward to hearing from you soon. Kind regards! - Sophie / Digital Care
— Direct Energy on May 10th, 2021
Unauthorized Annual Deposit
Direct Energy replaced my previous electricity provider without my knowledge or authorization. Direct Energy charged an annual deposit for an electricity service plan I did not request or agree to. When I discovered that Direct Energy had replaced my electricity provider without my knowledge or authorization, I switched to the electricity provider of my choice with terms and a rate I agreed to in advance. For the short period of time Direct Energy was my provider, I paid the monthly bill for the service provided by Direct Energy. However, I did not agree to a service plan with annual deposit for the electricity service that I used for a short period of time. I contacted the company to let them know that I did not request or agree to a short service plan with an annual deposit. Nevertheless, Direct Energy reported this unauthorized annual deposit to the credit reporting agencies.I encourage Direct Energy to reach out to me to resolve the issue. I will post an update on this website in the near future to report if Direct Energy took action to resolve the issue.
Good afternoon, William. Thank you for taking the time to let us know how you feel. We are truly sorry for the inconvenience you have experienced. We care for you and we would highly appreciate the opportunity to take a deeper look at this matter and help in any way we can.
Please feel free to connect with our Facebook team at https://www.facebook.com/directenergy/ or Twitter team at https://twitter.com/directenergy, or you can also contact us by phone toll-free at 1-888-305-3828, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central, or through our Live Chat department at www.directenergy.com, so we can better assist you. We look forward to hearing from you soon. Thank you for the feedback. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on April 20th, 2021
Poor service from the top to the bottom
I spent over an hour trying just to get a new plan with a customer rep. Absolutely nothing was resolved in that time. So I sent an email to the Office of the President of Direct Energy. I got a response back within a day. However, it was addressed to my email but responded to someone I've never heard of! Direct energy has really bad customer service from the bottom all the way to the top.
Hi, we are very sorry and there is no excuse for what you experience with our team. We would love to further investigate this and find the best solution for your case. Please connect with us through chat at www.directenergy.com. It will be a pleasure to assist you! Have a good day! - Zoeh / Digital Care
— Direct Energy on March 25th, 2021
Terrible service
As a customer, I truly am not satisfied with this energy provider. Disappointed is the only word that comes to mind. Customer satisfaction is not a priority for this company from my experience. By next month I will be switching providers.
Hi, we are sorry to hear that you did not have a positive experience with us. We would love to further investigate this situation as soon as possible. Please connect with us through chat at www.directenergy.com. It will be a pleasure to assist you. Have a great day! - Zoeh / Digital Care
— Direct Energy on March 18th, 2021
Outrage ove disconnecting service over a 1.65 is Silly
Called in and payed all I had to my name which was 160.00 and my bill was 161.65 and the agent was like a freaking robot sorry but sorry but.. the times we in and at least the bill is getting payed on. everyone has not bounced back from where I was before. Barely maintaining
Hello. Thank you for this important feedback. We are really grateful to have you in our family and if there's anything we can do to help you out, please do not hesitate to reach us anytime, we will be more than glad to hear back from you and show you we care. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on March 18th, 2021
Direct Energy
I was trying to have service shut off at one address and switched to another address. What a nightmare. I wanted service at new address on January 29th and electricity shut off at old address on February 2nd. I was on the phone for over an hour and a half and went through 4 people. Finally I told them to shut off service at old address on February 2nd and would find another provider for new address. I will NEVER use Direct Energy again
Hello Katherine. We are truly sorry for the difficult situation you experienced and we are deeply saddened to know that we have lost you as part of our family. If there's anything we can do for you, please feel free to contact us anytime through any of our communication channels and we will do our best to solve any concern you may have. We look forward to the opportunity to serve you again in the future. Please take care and be safe! - Sophie / Digital Care
— Direct Energy on January 27th, 2021
Billing
Be careful of their low rates TO PULL YOU IN, every single month we receive the bill in the mail 1 to 2 days before the due date. because we get the bill with such a short window we always send out the payment the day we receive it. never fails that we start receiving harassing phone calls wanting to collect, oh and don't forget about the late fees. I honestly believe they send out the bills with very short due date windows so they can charge the late fees. EVERY SINGLE MONTH IT IS ALWAYS THE SAME. STAY AWAY FROM DIRECT ENERGY
I have been a 25 year customer of TXU and never should have switched
MICHAEL TODD WELCH
Hi Todd, we are sorry for your frustration with your bill. We would like to get the opportunity to deeply review your account and find the best solution for your case. Please connect with us through chat at www.directenergu.com and we will be thrilled to help you. - Zoeh / Digital Care
— Direct Energy on January 11th, 2021
Think twice
Never been late . Only once and they cut the electricity off. Paid it right away when I realized the extension online did not go through. So I paid it right away and they told me 2 to 4 hours I'm still sitting here after 4 hours with no electricity in the covet pandemic. they said it's all electronic that don't have to come to your house so why can't they just turn it off but instead they make you suffer for 4 hours when you have deep freeze full of food knowing the pandemic and you cannot just replace that food.
Good afternoon, Tanya. Thank you for taking the time to share your experience with us. We are terribly sorry for the inconvenience you experienced without power. Our customers' satisfaction means everything to us. We would like the chance to improve on any less than satisfactory experience you may have had. If there are any outstanding issues, we ask you please do contact us anytime, we would love any chance to show you we care. Again, we thank you for your time and the feedback you provided. We look forward to continuing as your electricity provider for many years to come! Best wishes to you and your family! - Sophie / Digital Care
— Direct Energy on January 6th, 2021
Duplicate withdrawals from my account
This is the 2nd month that Direct Energy has auto debited my bill amount TWICE!!! The first time for nearly 400 bucks and this time over 200! This caused an overdraft situation both times for me, and Direct Energy didn't give a crap!
Hi J Cone, thank you for getting in contact with us, we sincerely apologize as it is our aim to be as transparent with customers as possible regarding their payments. We would like the opportunity to investigate this further. Please connect with us through chat at www.directenergy.com with your account number and we are going to be more than glad to deeply review your case. We are looking forward to hearing from you soon. Stay Safe and Happy Holidays! - Zoeh / Digital Care
— Direct Energy on December 18th, 2020
BAD CUSTOMER SERVICE
No courtesy call to let us know that our electricity was being turned off. Our credit card on file was replaced by our bank after the number was fraudulently used. We forgot to update it and with no notice from Direct Energy our electricity was turned off. First time user & when our current contact expires, we will never use them again.
Hi Mia, we wanted to reach out and apologize for the experience you had with Direct Energy. This is not typical of us and can assure you it wouldn''t happen again. We normally send disconnection notices and automatic phone calls. We would love to further investigate this situation. Please connect with us through chat at www.directenergy.com It will be a pleasure to help you. - Zoeh / Digital Care
— Direct Energy on December 4th, 2020
Sales guy lied: beware! Know your rights
After the sales guy left my driveway, I realized that he lied to me the entire time and tricked me into filling out the application with all the answers he wanted. He had an excuse for every question. Saying things like "You can't see the contract without completing the application anyway because it has to be emailed, and we don't want to waste paper, so say yes that I showed you a contract " and, "The pandemic is why they ask if I left the house yet, but they really mean am I outside of the building." I'm cancelling because when he finally emailed me the EFL it was nothing like he said it would be and worse than my current electricity company (7 cents per KWH was what I was told). Honesty and trust is completely lost.
Hi Hoodwinked, , we are disheartened to hear that you didn't have a positive experience with us. It is only through feedback such as yours that we are able to improve as a company. We are very sorry to lose you as a valuable customer. If there is anything we can do, please feel free to contact us at any time. Have a good day! - Zoeh / Digital Care
— Direct Energy on November 10th, 2020
Accidental Cancellation Led to HUGE fine
I had been a Direct Energy Customer for 2 years and had referred my friends to their service as well. Leading up to our first renewal on Oct 5, 2019 I called to renew my plan and spoke with Customer Service to get the best rate. I was not told there was a 20 day period before my contract renewed so instead of my new 12 month contract expiration date being Oct 5, 2020, it was now going to be Oct 24, 2020. This was not told to me, nor was it advertised in their renewal offers via email. Because of this, I was unaware the expiration had changed. When it came time for our plan to end this year, I decided to switch providers because we were not saving money with Direct Energy anymore. Unfortunately I didn't realize that our expiration date had changed so I actually accidently cancelled our plan when I switched to the new provider. Then I was hit with a $135 cancellation fee! I called to inquire about this and they were not able to do anything for me on this, they refused to work with me on a solution even though I did not intentionally cancel my service and I only cancelled in 19 days before the end of 12 month period. I am very disappointed that they could not understand my side, that it was a miscommunication and misunderstanding that led to my cancellation. I wish they could have me me halfway in any way, especially because $135 is a lot of money to me right now as I am sure it is to a lot of people.
Good afternoon, Victoria. We are terribly sorry for the bad experience you have had and we are more than sad to know that we have lost you as a part of our family. We would love the opportunity to take a closer look at this and help you solve your concern. Please feel free to connect with our Facebook or Twitter team, or you can also contact us by phone or through our Live Chat department, we will work diligently to provide you a solution. We look forward to hearing from you soon. - Sophie / Digital Care
— Direct Energy on October 26th, 2020
Bad Customer Service
I've had service with them for some time, am paperless so I basically never see a bill and paid them on time during the duration. Just logged in to pay my bill like I usually do and found the bill to be $100 more than it usually was. When I called them, I was told that the rate I was under expired and the only thing they would do is offer me a $25 credit. The person I takes to told me that was "all the power she had" . I told her to please let the people that have power know that they just lost me as a customer. BYE!
Hello Tkerr. Thank you for taking the time to share this review. We are truly sorry for the bad experience you have had. We would love the opportunity to take a deeper look at this and help in any way we can. Please feel free to connect with our Facebook or Twitter team, or you can also contact us by bphone or through our Live Chat department at any time, we will do our best to provide you a solution. We look forward to hearing from you soon. - Sophie / Digital Care
— Direct Energy on October 15th, 2020
Thank you for understanding!
Camila and Emma on the messenger option are amazing! Kind, professional, understanding and that is very rare to find in customer service nowadays. Thank you!!!
Hi Diana, your story is incredible. We are overjoyed to know that Direct Energy exceeded your expectations and showed what the customer service experience should be! We are glad to have Camila and Emma as part of our Digital Care team. We will be sure to pass this feedback along to the appropriate team for recognition. Thank you for your business and your kind review. Stay safe! Happy weekend. Zoeh / Digital Care
— Direct Energy on October 9th, 2020
Hello. Thank you so much for giving us this great rating. If there are any outstanding questions or concerns please do not hesitate to contact us through any of our communication channels anytime, it will be a pleasure to further assist you. Thanks for your trust! Have a nice day! - Sophie / Digital Care
— Direct Energy on October 7th, 2020
Hi there! We appreciate you taking the time from your day to leave us a review. Our customers' satisfaction means everything to us. We see that you rated us 2 out of 5 stars. We would like the chance to improve on any less than satisfactory experience you may have had to earn a 5/5 Star Rating. If there are any outstanding issues, we ask that you connect with our Facebook or Twitter team, or you can also contact us by phone or through our Live Chat department. We would love any chance to show you we care. Again, we thank you for your time. We look forward to continuing as your electricity provider for many years to come! - Camila / Digital Care
— Direct Energy on September 14th, 2020
Poor communication & customer service, pretty pricey rates!
I am actually on hold now (5:34pm, Houston, TX). Jorge is the representative who is providing poor customer service. I questioned why our new rate (according to an email I received today) does not start until 8/14 (our old plan expired on 7/31- so one would think that the new plan should have started on 8/1, right?). He offered no apology, just restated what I just told him. Not to mention he asked me what my name was when I just told him as soon as we started talking! Clearly, he cannot think logically, and is only going off his usual script and routine. When I asked again why exactly we, as the customer, are not informed that the new rate does not start as soon as the old contract ends, he again told me "it starts when they do the next reading." Again, this does not answer my question! I even mentioned how the first thing he should have done to provide good customer service is to at least offer an apology for the lack of communication and to best represent the company he is working for, but yet he still refused to! I asked to speak with a manager and he out me on hold. Now I am holding on w for 20 minutes and still going-- clearly he just put me in hold without telling a manager that I asked to speak with them! Clearly an dishonest employee who dies not belong in a customer service role! Knows nothing about service recovery! My husband and I will never use direct Energy again, and I will make sure my family and friends do not, as well! I demand for a supervisor to call me and make this right!!!
Good afternoon. We are terribly sorry to hear that the experience you had with our Customer Care Team was anything less than outstanding. We always strive to provide an excellent customer experience and apologize if we missed the mark. We would love to take a deeper look at your account and help in any way we can. Please feel free to connect with our Facebook or Twitter team, or you can also contact us by phone or through our Live Chat department. We look forward to the opportunity to provide you with outstanding service going forward, and we appreciate this feedback! Have a fantastic day! - Camila / Digital Care
— Direct Energy on August 19th, 2020
Total Fraud
This company is the worst service provider I have ever experienced. People should stay away from this company.
Hi Zack, we would like to extend to you our most sincere apologies regarding your recent experience with us. We would love to investigate this further and find the best solution for your case. Please engage with our Live Chat agent from www.directenergy.com It will be a pleasure to help you, and we look forward to hearing from you! Emma / Digital Care
— Direct Energy on July 29th, 2020
Pissed parent
To start off my story , my son going back to Tarleton for the 2020 fall. Since he's living off campus, I was getting prices on electricity rates , my first call was Direct electricity, all I wanted to know how much a kilowatt was and plans, well let me tell you the young man that answer was so rude and obnoxious , Well not to argue. I calmy hang up. Scratched them off my list, ever since they been trying to contact me. Sorry direct energy were taking are business somewhere else. College parents do your research on electricity company, TXU energy was our choice. There customer service was beyond exceptional, answered all my questions with out any attitude.
Good afternoon, Dad. We are truly sorry to hear that the experience you had with our Customer Care Team was anything less than outstanding. We always strive to provide excellent customer experience and apologize if we missed the mark. We totally hate to know that we have lost you as a part of our family. If you ever have further questions please do not hesitate to connect with our Facebook or Twitter team, or you can also contact us by phone or through a Live Chat agent. We hope to see you as a member of the Direct Energy family again in the future. Best wishes to you and your family! - Camila / Digital Care
— Direct Energy on July 23rd, 2020
Electric service
When I signed up with them I asked if they had a fee for delivery of electric they said no. I get my first bill and my bill was $160 the delivery fee for the energy was another $160 so that made my bill a total of $320. I moved had to cancel service and use co op electric. I asked for a credit letter to be faxed over so I could get my power on immediately and i was told it takes them 7 -10 business days to fax a paper! Seriously? I had 2 accounts with them and never been late and they couldn't fax a paper! I had to pay a $400 deposit because they didn't fax the paper.
Hi Mariela, thank you for taking the time to share your review. It is only through feedback such as yours that we are able to maintain and indeed, where necessary, improve upon the service we provide to our customers. We would like to apologize for the experiences you detailed in your review. If there is anything we can do feel free to contact us at any time. We wish you the best. - Emma / Digital Care
— Direct Energy on July 20th, 2020
Very upset
Direct energy looks real nice until you find ALL of the hidden fees. Now stuck in a contract with no way out. Don't fall for their "deals"
Good afternoon, Becky. We are truly sorry for any inconvenience you have experienced. We would love the opportunity to help you solve any concern you may have. Pleasefeel free to connect with our Facebook or Twitter team, or you can also contact us by phone or through our Live Chat department, we care for you and we will do our best to help you out. Have a great start of the week! - Camila / Digital Care
— Direct Energy on July 20th, 2020
HORRIBLE EXPERIENCE
Using this energy company was a complete NIGHTMARE. Buyer beware.. They were charging me $300 a month and I live in an apartment. If you pay your bill the day it is due, they will not post the payment for 2 days causing you to the go past due so they can tack on fees and shut your electricity off even tho you've paid and then charge a reconnection fee. Customer service was a nightmare and will not work worth you and speaking with a supervisor was a joke. I could not wait to get out from under Direct Energy and have since been using another company that I am completely happy with. Direct Energy should be shut down for bad business practices...
Hi Rusty, we want to start off by sincerely apologizing for your negative experience with our company.
If there is anything we can do to assist with this claim, or any outstanding questions or concerns, please do not hesitate to contact us. We have a Live Chat portal https://www.hwahomewarranty.com/ and Social Media team https://www.facebook.com/HWAHomeWarranty available Monday through Friday from 8:00 am 5:00 pm CST available to help! We look forward to hearing from you and getting your claim to a resolved status. Thank you and have a great day! Emma / HWA Digital Care
— Direct Energy on June 23rd, 2020
A complete waste of time
This was one of the most frustrating experiences I have ever had in regards to dealing with a utilities provider. It began when I tried to sign a 4 month contract for electricity from their website. The website could not process the order and I was given a phone call from a representative shortly afterwards. I had a very hard time understanding the rep. Just before the last confirmation to complete the order was given, I asked if the contract I was signing was the 4 month contract. It turns out the rep. was trying to get me to sign a 15 month contract, even though I never stated that I needed electricity for 15 months. The rep. ASSUMED I would be okay with signing a 15 month contract when I initially signed for a 4 month contract. After trying to explain that I only needed 4 months of electricity because, that's how long I was going to be leasing my new apartment, the rep. continued to attempt to convince me the 15 month plan would be better. I ended the phone call, letting her know that I would try the website again. Later I signed up for month to month electricity from their website, but was never given an email confirmation. I called that Monday asking why I was not given an email confirmation and was told that it was because I had signed up for the plan on the weekend and that it would take a couple of days for the email with my account information to be sent out. I was also given confirmation that the order for the electricity was approved and that the electricity would be installed on the required date. ( I needed the electricity installed a very particular date because the apartment complex I was moving into required the electricity to be installed before I could move in. The day before I planned on moving into my new apartment, I gave Direct Energy another call to make sure that the electricity was going to be installed so that I could move into my apartment. I was given complete confirmation from a customer service representative that the electricity was approved to be installed on the requested date and I was also given my account number. I later tried to sign in to my account with my account number, only to find the account number was for a completely different person. I called back and was told by the same rep. that gave me the account number that I was not going to have an account with the company because I was on the month to month plan. This was fine as long as the electricity was going to be installed on the requested date. The day of move in, I called Direct Energy asking for the email confirmation with the confirmed date and address for the installation and was told that my order HAD NEVER BEEN PROCESSED. After having 2 confirmations that the electricity was going to be installed, I was being told that it was never installed. They suggested that I try to order electricity from their website again so that they could install the electricity that same day, but when I went went through the order process on their website, it could not process the order as before. It was then that I decided to go with Champion Energy and was able to have electricity scheduled to be installed that very day within minutes. In conclusion, it was a very stressful and frustrating experience dealing with Direct Energy and I hope I never go through it again.
Good afternoon. We are terribly sorry for the situation you had to go through. We would love to have the opportunity to take a deeper look into this and to further escalate the issue if needed. Please, we ask that you connect with our Facebook or Twitter team or you can also reach us by phone or through our Live Chat department, we will do our best to give the follow-up needed and to find the reason why this happened. We look forward to hearing from you soon. - Camila / Digital Care
— Direct Energy on May 21st, 2020
Air conditioner nightmare
I made the claim 3/13/20 it took til 4/20/20 to complete. Customer service took days to call me back, very slow responding. However When the technician arrived, everything became better. He was able to get the job completed! Ive used HWA for many years and this was the first time It took so long to handle.
Hi Bodie, We are so sorry to hear that your claim experience took longer than anticipated, and we can certainly understand the frustration that this caused. We are glad that to heard that the claim has been resolved for you. If there are any remaining questions or concerns regarding the claim you referenced in your review, please do not hesitate to contact us so that we may take a closer look for you. Please reach out to our Live Chat team https://www.hwahomewarranty.com/ or Social Media support https://www.facebook.com/HWAHomeWarranty at your earliest convenience to proceed forward with assistance. Have a good day! - Emma / Digital Care
— Direct Energy on May 8th, 2020
Don't choose this worse company
The worse company ever!!!!! I called them, let them know I want to have my contract starts next month with them , I told the agent like 5 times !!!!!!! What they did? They just started the same Day I called. It left me with the cancellation fee with my own provider. I called back DE! Guess what? It went on answering coz they do not have 24/7 customer service. Then I called my own provider and make my new contract with them and let them know how stupid is DE.
The other day, I only wanted to give them another chance so I direct DE here on FB and let them know do not sent me any sort of welcome package. They told me disregard it please. And guess what happened yesterday, they sent me a bill
Can't believe they are this much mess
Good afternoon, Mona.Jam1988. We regret that your request for service was not actioned as you intended. We were able to reach out to our Social Media group to verify that this situation was escalated and taken care of via that channel. We apologize for the additional steps you had to take in order for this matter to be rectified. If there are still any outstanding questions or concerns that we may answer for you, please do not hesitate to contact us. Our Social Media channel is always available for support as well as our Live Chat team https://www.directenergy.com/. Thank you. - Megan / Digital Care
— Direct Energy on April 20th, 2020
Fraudulent billing
I was a direct energy customer for about 2 years, in which i closed my account in great standing not owing any balances. I wanted to use direct energy again for my electric provider, so i reached out to them. Of course the did the total new customer setup with running your SSN, for a soft credit check. The customer service rep, set me up with service gave me the same account number that i previously had and told me when me service would be active. A few days after i received a call that i owed more money. So with all this said, STAY AWAY FROM DIRECT ENERGY. Customer service is rude and unaware of correct information. They tried to hold me accountable for a bill that i paid in full.
Hi Real Writer. Given the situation you described, we can imagine how frustrating it was going through this situation of coming back into our services. There certainly appears to have been a break down in communication regarding the closure of your initial account. We are happy to take a deeper look into this for you to determine where this break was and offer some clarity. Please reach out to our Digital team through our Live Chat portal: https://www.directenergy.com/ to continue with opening this investigation. Thank you. - Eleanor / Digital Care
— Direct Energy on April 20th, 2020
On-Line Chat GREAT!!!
Thanks to Nery - we were able to resolve my doublepayment due to a quick finger and me not paying attention!!
Hello Scotty. We are super honored and grateful to have your trust and loyalty for nearly 13 years! That is so fabulous, there are not enough words to express how happy this makes us! We will work as hard as we can to continue as your trusted electricity supplier for many more years. Thank you for choosing Direct Energy. We love serving you! All the best! - Marta / Digital Care
— Direct Energy on July 7th, 2022