Direct Energy Company Reviews
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.
Compare Direct Energy Energy Plans
Featured Review for Direct Energy
Outstanding Experience
Signed up with Direct Energy few months ago. Best-to-date overall experience with any provider past 15 years. Signed up as my other provider raised rates a lot. Smooth sign up process, great customer service and fantastic mobile application. Great price and wish I could lock in 10 year plan. Highly impressed.
Electricity Plans for Direct Energy
Houston - Centerpoint Service Area Plans
| Plan | Term | Rate |
|---|---|---|
| Live Brighter Lite 12 | 12/months | 14.5¢/kWh |
| Live Brighter Lite 24 | 24/months | 14.9¢/kWh |
| Live Brighter 1K+ 24 | 24/months | 16.2¢/kWh |
| Twelve Hour Power 12 | 12/months | 23.6¢/kWh |
Dallas - Oncor Service Area Plans
| Plan | Term | Rate |
|---|---|---|
| Live Brighter Lite 12 | 12/months | 15.5¢/kWh |
| Live Brighter Lite 24 | 24/months | 15.9¢/kWh |
| Live Brighter 1K+ 24 | 24/months | 17.1¢/kWh |
| Twelve Hour Power 12 | 12/months | 23.6¢/kWh |
Lubbock - LPL Service Area Plans
Direct Energy Rating and Review Summary
There are 9 total reviews for Direct Energy, with an average rating of 1.9/5.
| Company | Stars | Rating | Reviews |
|---|---|---|---|
| Direct Energy | 1.9/5 | 9 |
| Star Rating | Ratings and Link |
|---|---|
| 1 5 star reviews | |
| 0 4 star reviews | |
| 0 3 star reviews | |
| 2 2 star reviews | |
| 6 1 star reviews |
| Category | Stars |
|---|---|
| Plans & Pricing |
|
| Order Experience |
|
| Customer Service |
|
| Account Management |
|
| Likely to Recommend |
|
Recent 5 Star Reviews
Outstanding Experience
Signed up with Direct Energy few months ago. Best-to-date overall experience with any provider past 15 years. Signed up as my other provider raised rates a lot. Smooth sign up process, great customer service and fantastic mobile application. Great price and wish I could lock in 10 year plan. Highly impressed.
We are so happy to have you as a part of our awesome team, James! Thank you so much for choosing us as your trusted electricity provider, and for sharing your amazing experience with us! We are honored to serve you and it feels so cool to know you have found everything you needed in us! We will continue working really hard to always provide you with the best services in the market! Please take care and be safe! - Marta / Digital Care
— Direct Energy on July 12th, 2023
Recent 4 Star Reviews
Recent 3 Star Reviews
Recent 2 Star Reviews
May not be the best choice.
For your sanity, do not establish service with Direct Energy if you don't have to. Like myself and the others, we have warned you. The amount of complaints is out of this world, my goodness.
For the past year, I have asked for a due date change. I've only had one issue with a payment, but that's it I didn't update my banking before the due date, and that was my error. Every time I ask for a due date change, they tell me my account isn't eligible for a change. I've been with them for several years and have, NEVER, asked to change my due date. For a year, you've been telling me my account isn't eligible. When speaking to an agent this evening, she said it wasn't eligible because I did not have to pay a deposit. Excuse me, but I can't change the due date because I didn't pay a deposit, one your company did not require. That's something I'm being penalized for? Interesting.
Believe it or not, I like the plan I have, most electricity companies are not offering free weekends I've been shopping plans, lately. My issue is with the additional late fees (again, not able to change the due date) they tag on, a late fee w/ a disconnect fee. Because I haven't been able to change my due date, it's like I'm paying $50 additional, each month. When I pay my original bill without including the late fees, they will show my bill as not being paid in full and will issue a disconnection fee for the late fees.
I feel I'm due a credit, stemming back from my first request to change my due date, to the last request. Credit all additional fees. Per Direct Energy's customer information, even without paying a deposit, the due date can still be changed but that was the reason I was given, for it not being eligible for a change.
At this point, I filed a complaint with the BBB. I have to give them time to respond and resolve this issue, if not, I will file additional complaints with PUCT (Public Utility Commission), AG, and possibly seek legal counsel.
This is crazy!
Crissy, thanks for leaving your feedback. We are sorry to hear that you've had a negative experience with Direct Energy, and we would like the opportunity to learn about your experience. Please contact us at email at ga-decustomerhelp@nrg.com with your account #, REF #1011 and additional information.
— Direct Energy on February 3rd, 2025
Excessive Fees
When my contract was ending they tried to automatically move me into a more expensive plan. Ween I disconnected they charged a $300 fee, twice as much as other plans. Would not recommend
Thanks for taking the time to leave us a review, Lynn. We're sorry that you had an unsatisfactory experience with our customer service team. If you would like for us to look into this issue further, please contact us at ga-decustomerhelp@nrg.com with your account #, REF #1011 and additional information.
— Direct Energy on January 2nd, 2025
Recent 1 Star Reviews
Too expensive and customer service is terrible
Pricing is crazy for direct energy, I am currently waiting for my plan to end so I can switch and so are my parents. They are over priced and the customer service that they have are so rude. When I first got with direct they were great, but now they are horrible all the way around. I do not recommend signing up for their services.
Liars
Direct energy is the worst company I have ever experienced!!! Their customer service includes long wait times, rude reps, people who are hard to understand and it is hard for them to understand what you may be talking about. If you want someone higher than a manager, forget that they will never let you talk to one. I had a rep come to my door and list a certain price but it was a lie. They charged me a higher price and never fixed it. I decided to go to a different energy company. Direct energy is now making me pay a full cancellation fee even though I was lied to about the price. This company does not care about its customers. You will be charged so much money that it is ridiculous.
We're sorry that you are not happy with your experience with Direct Energy, Dana. Please send us an email at ga-decustomerhelp@nrg.com with your account #, REF #1012 and additional information.
— Direct Energy on February 3rd, 2025
My experience with direct energy
Highly upset with Direct Energy! After being a loyal customer for 9 years you would think they would do everything possible to keep you as a customer for another 9 years... I have never missed or paid late, however, for some reason my payment did not go through in August. Direct energy did not make me aware of this. I log into my account in September and i am in disbelief on the amount amount owed. I contact them directly and come to find out, i submitted a payment with an old debit card on file. Ok, i get it, my mistake. They set me up on a payment plan for an additional $84 per month and i should be caught up in February of 2025. Well, i logged into my account for November and my bill came out to $504. After all the years i have been with Direct Energy i have never received a bill so high. So again, i call them and the person i spoke with informed me that she has reversed a late fee notice and to submit a payment in the amount of $454. I submitted my payment and now my power is off because they stated she was not authorized to remove the fee and i did a partial payment. I informed them that i only submitted the payment they required me to submit. I liked having direct energy, obviously, i have been with Direct Energy for 9 years, however, they have lost a loyal customer!
We're sorry that you are not happy with your experience with Direct Energy, Marina. Please send us an email at ga-decustomerhelp@nrg.com with your account #, REF #1010 and additional information.
— Direct Energy on December 17th, 2024
Switched plan without consent or knowledge
My contract expired and they didnt feel the need to contact me in any way, no text, no email, no call. They constantly text me when my bill is available or do but never sent a renewal contract. They just switched my plan without my knowledge and started charging me 20% more than before. It is a shady business practice and only a short term gain but now has lost them a customer for life. Why practice business that way? Its unnacceptable to treat customers that way. I immediately switched to a different company and wont be back
Thank you for your feedback, Jordan. Contact us at ga-decustomerhelp@nrg.com with your account #, REF #1008 and additional information so that we can make sure to address your concerns.
— Direct Energy on October 3rd, 2024
SCAM ARTISTS
Last month we had a young man named Nixon come up to our door to give us a sales pitch. My husband had a job like this in 2020 and since then we've taken pity on sales people and like to hear them out, even if we don't buy anything.
He gave us the pitch and it seemed interesting, but we wanted to look into it ourselves. We said multiple times "We do not want to buy anything today. We do not want to sign up right now." and he confirmed multiple times "No, this is not signing up, it's just information. Someone will contact you to follow up in a few days and if you want to sign up you do it then." We have him on camera saying this.
Well, apparently he lied!! We decided to not go forward with Direct Energy and to stick with the company we already had. It had been a week and I hadn't gotten a call so I decided to reach out and ask them to take us off their call list. Well to my surprise, the lady on the phone said I was already a customer!!!! They went behind our back and signed us up anyway without our consent!
So now we've spent the past two weeks in a dunning and I don't even know who is supplying our electricity and this is going to ROYALLY screw up our light bill and in this economy, that is not an easy thing to handle right now. So far, everyone on their end has been helpful in working with us to return us to our original contract at our old company, but the fact that Nixon lied to our faces on our own property ON CAMERA and signed us up without our knowledge or consent leaves a HORRIBLE taste in my mouth. Based on that alone, I will never sign up with Direct Energy and I will never recommend them to anyone either. They will take advantage of you to make a quick buck on commission.
We sincerely apologize for the experience, Ashley. We would like to speak with you and see if we can come to a resolution. Please contact us at ga-decustomerhelp@nrg.com with your account #, REF #1006 and additional information.
— Direct Energy on October 2nd, 2024
Bait & Switch
The rates they advertise are not the rates they charge. I signed up for 17.2 cents/kWh with free nights (9pm to 9am), but what they really charge me is 26.3893 cents/kWh. The customer service they offer is absolutely terrible, as well. I honestly think that they think their customers are stupid. I'm no genius, but I do have a bachelor's degree and can do basic math, and their explanation doesn't add up. I've gotten differing convoluted explanations from separate reps trying to explain my bill, but I can tell they are just lying to me and hoping I'll go away. Bottom line, they do not give you the rate they advertise, and when you call to complain and seek and explanation, all you get from their reps is "I can see how that would be frustrating".
Don't use this company.
Good afternoon, Drew. We are terribly sorry for the bad experience you have had, and we offer you our sincerest apologies. We value your business with Direct Energy, and we ask you to please, 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 further investigate this matter and will help you find the best solution to your case. We look forward to hearing from you soon. Have a great day! - Marta / Digital Care
— Direct Energy on July 26th, 2023
All Reviews By Date
Too expensive and customer service is terrible
Pricing is crazy for direct energy, I am currently waiting for my plan to end so I can switch and so are my parents. They are over priced and the customer service that they have are so rude. When I first got with direct they were great, but now they are horrible all the way around. I do not recommend signing up for their services.
Liars
Direct energy is the worst company I have ever experienced!!! Their customer service includes long wait times, rude reps, people who are hard to understand and it is hard for them to understand what you may be talking about. If you want someone higher than a manager, forget that they will never let you talk to one. I had a rep come to my door and list a certain price but it was a lie. They charged me a higher price and never fixed it. I decided to go to a different energy company. Direct energy is now making me pay a full cancellation fee even though I was lied to about the price. This company does not care about its customers. You will be charged so much money that it is ridiculous.
We're sorry that you are not happy with your experience with Direct Energy, Dana. Please send us an email at ga-decustomerhelp@nrg.com with your account #, REF #1012 and additional information.
— Direct Energy on February 3rd, 2025
May not be the best choice.
For your sanity, do not establish service with Direct Energy if you don't have to. Like myself and the others, we have warned you. The amount of complaints is out of this world, my goodness.
For the past year, I have asked for a due date change. I've only had one issue with a payment, but that's it I didn't update my banking before the due date, and that was my error. Every time I ask for a due date change, they tell me my account isn't eligible for a change. I've been with them for several years and have, NEVER, asked to change my due date. For a year, you've been telling me my account isn't eligible. When speaking to an agent this evening, she said it wasn't eligible because I did not have to pay a deposit. Excuse me, but I can't change the due date because I didn't pay a deposit, one your company did not require. That's something I'm being penalized for? Interesting.
Believe it or not, I like the plan I have, most electricity companies are not offering free weekends I've been shopping plans, lately. My issue is with the additional late fees (again, not able to change the due date) they tag on, a late fee w/ a disconnect fee. Because I haven't been able to change my due date, it's like I'm paying $50 additional, each month. When I pay my original bill without including the late fees, they will show my bill as not being paid in full and will issue a disconnection fee for the late fees.
I feel I'm due a credit, stemming back from my first request to change my due date, to the last request. Credit all additional fees. Per Direct Energy's customer information, even without paying a deposit, the due date can still be changed but that was the reason I was given, for it not being eligible for a change.
At this point, I filed a complaint with the BBB. I have to give them time to respond and resolve this issue, if not, I will file additional complaints with PUCT (Public Utility Commission), AG, and possibly seek legal counsel.
This is crazy!
Crissy, thanks for leaving your feedback. We are sorry to hear that you've had a negative experience with Direct Energy, and we would like the opportunity to learn about your experience. Please contact us at email at ga-decustomerhelp@nrg.com with your account #, REF #1011 and additional information.
— Direct Energy on February 3rd, 2025
Excessive Fees
When my contract was ending they tried to automatically move me into a more expensive plan. Ween I disconnected they charged a $300 fee, twice as much as other plans. Would not recommend
Thanks for taking the time to leave us a review, Lynn. We're sorry that you had an unsatisfactory experience with our customer service team. If you would like for us to look into this issue further, please contact us at ga-decustomerhelp@nrg.com with your account #, REF #1011 and additional information.
— Direct Energy on January 2nd, 2025
My experience with direct energy
Highly upset with Direct Energy! After being a loyal customer for 9 years you would think they would do everything possible to keep you as a customer for another 9 years... I have never missed or paid late, however, for some reason my payment did not go through in August. Direct energy did not make me aware of this. I log into my account in September and i am in disbelief on the amount amount owed. I contact them directly and come to find out, i submitted a payment with an old debit card on file. Ok, i get it, my mistake. They set me up on a payment plan for an additional $84 per month and i should be caught up in February of 2025. Well, i logged into my account for November and my bill came out to $504. After all the years i have been with Direct Energy i have never received a bill so high. So again, i call them and the person i spoke with informed me that she has reversed a late fee notice and to submit a payment in the amount of $454. I submitted my payment and now my power is off because they stated she was not authorized to remove the fee and i did a partial payment. I informed them that i only submitted the payment they required me to submit. I liked having direct energy, obviously, i have been with Direct Energy for 9 years, however, they have lost a loyal customer!
We're sorry that you are not happy with your experience with Direct Energy, Marina. Please send us an email at ga-decustomerhelp@nrg.com with your account #, REF #1010 and additional information.
— Direct Energy on December 17th, 2024
Switched plan without consent or knowledge
My contract expired and they didnt feel the need to contact me in any way, no text, no email, no call. They constantly text me when my bill is available or do but never sent a renewal contract. They just switched my plan without my knowledge and started charging me 20% more than before. It is a shady business practice and only a short term gain but now has lost them a customer for life. Why practice business that way? Its unnacceptable to treat customers that way. I immediately switched to a different company and wont be back
Thank you for your feedback, Jordan. Contact us at ga-decustomerhelp@nrg.com with your account #, REF #1008 and additional information so that we can make sure to address your concerns.
— Direct Energy on October 3rd, 2024
SCAM ARTISTS
Last month we had a young man named Nixon come up to our door to give us a sales pitch. My husband had a job like this in 2020 and since then we've taken pity on sales people and like to hear them out, even if we don't buy anything.
He gave us the pitch and it seemed interesting, but we wanted to look into it ourselves. We said multiple times "We do not want to buy anything today. We do not want to sign up right now." and he confirmed multiple times "No, this is not signing up, it's just information. Someone will contact you to follow up in a few days and if you want to sign up you do it then." We have him on camera saying this.
Well, apparently he lied!! We decided to not go forward with Direct Energy and to stick with the company we already had. It had been a week and I hadn't gotten a call so I decided to reach out and ask them to take us off their call list. Well to my surprise, the lady on the phone said I was already a customer!!!! They went behind our back and signed us up anyway without our consent!
So now we've spent the past two weeks in a dunning and I don't even know who is supplying our electricity and this is going to ROYALLY screw up our light bill and in this economy, that is not an easy thing to handle right now. So far, everyone on their end has been helpful in working with us to return us to our original contract at our old company, but the fact that Nixon lied to our faces on our own property ON CAMERA and signed us up without our knowledge or consent leaves a HORRIBLE taste in my mouth. Based on that alone, I will never sign up with Direct Energy and I will never recommend them to anyone either. They will take advantage of you to make a quick buck on commission.
We sincerely apologize for the experience, Ashley. We would like to speak with you and see if we can come to a resolution. Please contact us at ga-decustomerhelp@nrg.com with your account #, REF #1006 and additional information.
— Direct Energy on October 2nd, 2024
Bait & Switch
The rates they advertise are not the rates they charge. I signed up for 17.2 cents/kWh with free nights (9pm to 9am), but what they really charge me is 26.3893 cents/kWh. The customer service they offer is absolutely terrible, as well. I honestly think that they think their customers are stupid. I'm no genius, but I do have a bachelor's degree and can do basic math, and their explanation doesn't add up. I've gotten differing convoluted explanations from separate reps trying to explain my bill, but I can tell they are just lying to me and hoping I'll go away. Bottom line, they do not give you the rate they advertise, and when you call to complain and seek and explanation, all you get from their reps is "I can see how that would be frustrating".
Don't use this company.
Good afternoon, Drew. We are terribly sorry for the bad experience you have had, and we offer you our sincerest apologies. We value your business with Direct Energy, and we ask you to please, 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 further investigate this matter and will help you find the best solution to your case. We look forward to hearing from you soon. Have a great day! - Marta / Digital Care
— Direct Energy on July 26th, 2023
Outstanding Experience
Signed up with Direct Energy few months ago. Best-to-date overall experience with any provider past 15 years. Signed up as my other provider raised rates a lot. Smooth sign up process, great customer service and fantastic mobile application. Great price and wish I could lock in 10 year plan. Highly impressed.
We are so happy to have you as a part of our awesome team, James! Thank you so much for choosing us as your trusted electricity provider, and for sharing your amazing experience with us! We are honored to serve you and it feels so cool to know you have found everything you needed in us! We will continue working really hard to always provide you with the best services in the market! Please take care and be safe! - Marta / Digital Care
— Direct Energy on July 12th, 2023
We are so happy to have you as a part of our awesome team, James! Thank you so much for choosing us as your trusted electricity provider, and for sharing your amazing experience with us! We are honored to serve you and it feels so cool to know you have found everything you needed in us! We will continue working really hard to always provide you with the best services in the market! Please take care and be safe! - Marta / Digital Care
— Direct Energy on July 12th, 2023