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 24 | 24/months | 14.9¢/kWh |
| Live Brighter Lite 12 | 12/months | 15.5¢/kWh |
| Live Brighter 1K+ 24 | 24/months | 16.2¢/kWh |
Dallas Electricity Rates from Direct Energy
Compare more Direct Energy Dallas Plans
| Plan | Term | Rate |
|---|---|---|
| Live Brighter Lite 24 | 24/months | 15.5¢/kWh |
| Live Brighter Lite 12 | 12/months | 15.9¢/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 |
|---|---|
| 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
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
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
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
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
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!!
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
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
Terrible customer service
The reps hang up in your face. I mean it's like it's a practice for this company. It is crazy. All of them have created a habit of just hanging up in your face.
Good afternoon, Mesha. It is very disappointing to hear that your call was disconnected, as that is certainly not the way we train our teams to conduct business. Please accept our sincere apologies, as well. If you would prefer to connect with a Live Chat agent, you can certainly do that by visiting our website at www.directenergy.com. Thank you for providing this feedback, Mesha, and we look forward to our next opportunity to serve you. Have a great weekend!
— Direct Energy on November 7th, 2019
Do not use this company!
Over 30 minutes hold time to speak with customer service and they do not offer recommendations for issue resolution!
On line bill pay account is always locked and unable to process or submit payment!
We are sorry to hear that your experience was less than outstanding. Keep in mind if you have trouble getting through on the phone, you can connect with one of our Live Chat agents from our website at www.directenergy.com. Thank you for the feedback regarding the website; if your account is locked out, we can certainly assist with getting that resolved for you. Thank you for the review, and we hope you enjoy your holiday season!
— Direct Energy on December 18th, 2019
No communication
Hadn't received a bill in 3 months and couldn't understand why until I was notified of a change in my provider to another company, problem is, I did not authorize the switch to another company. I never even thought about switching until this whole fiasco. I was charged $40 after the situation was resolved, for what? I don't know. Looking to leave them asap.
Hello, Erica. Finding out that you have been switched to another provider, without requesting the move, must have been incredibly frustrating for you. We are sorry to hear that this was your experience, but please keep in mind that Direct Energy is not able to initiate a switch on behalf of one of our customers. Any type of switch would have been initiated by the new company, so we would recommend contacting them for additional details. Thank you, Erica, and enjoy your day.
— Direct Energy on November 7th, 2019
Grifters
In the month of August I was gone from the 7th to the 25th, received a bill for $108. and some change, my previous bill for the entire month was $111. and some change. When I left I turned off the air conditioner, not even a fan was on. So how do I end up with a bill that high. Told the csr that I was not home when I noticed the high usage and I wasn't home. I will not recommend this company to anyone. If I could give this company zero stars that would be my rating. Csr's are sometimes hard to understand, poor English. To ensure that I will not have to pay for early termination fee, I'm moving to an all bills paid apartment. People be ware of these people.
Hello, Janice. We are sorry to see that your experience thus far has been less than outstanding, and that it has caused you frustration. We agree that the scenario you described in the review doesn't really add up, and we would like to take a closer look with you and see if we can get things resolved. We were unable to locate your account with the limited amount of information provided in the review; if you would like to have us take another look at the account, please engage with one of our Live Chat agents via www.directenergy.com, Monday through Friday 8:00 a.m. - 5:00 p.m. CST. Or, if you prefer, email us directly at dedigitalcare@directenergy.com. Thank you, Janice, and we hope to hear from you!
— Direct Energy on November 7th, 2019
0- HORRIBLE SERVICE & COMPANY
0- HORRIBLE!!!! STAY AWAY, they are a RIP OFF and they LIE!!!would give it a 0 but can't it just let me give it a 1 My bill is so high and no one is at home from 7am -6pm and supposedly my day time usage and free night time are almost the same that's bull can't understand that my thermostat is set @ 82 while no one is at home and @78 after 6pm while at home There costs for kWH are not true. Barley switch and the bill scared me off wish I hadn't switch with them thinking they had a good deal, NOT!!!! Called customer service and they just wanna switch you plans
Good afternoon. We hate to hear that your bill was higher than you had anticipated, and can certainly understand the frustration that goes along with the situation. Our intention is always to operate in a truthful and transparent manner, so we take any suggestion of lying or misleading our customers very seriously. We were not able to locate your account based on the limited information connected to the review, so we would ask for you to contact us directly with your information. We are happy to look into this with you and see if we can clear up any outstanding questions or concerns. We would also like to review the account and your usage, to ensure that you are on the plan that best suits your needs. Please contact our Customer Service Department toll free at 1-866-348-4193, Monday through Friday 8:00 a.m. - 8:00 p.m. CST and Saturday 8:00 a.m. - 5:00 p.m. CST. You may also engage with one of our Live Chat agents via www.directenergy.com if you prefer. Chat agents are available Monday through Friday 8:00 a.m. - 5:00 p.m. CST. Thank you, and we look forward to hearing from you.
— Direct Energy on November 7th, 2019
Promotions are false BEWARE
I wanted to search other options for my electric bill. I signed up for the 12 hour fee nights with echo dot in May. I never received the dot so I called and they gave me a $25 credit. My prior company was great just checking options. My highest bill in the heat of the summer was less than $400. My first bill was over $500. WHEN I CALLED THEY TOLD ME BASICALLY THATS YOUR BILL. I immediately called my prior company and reenrolled with them. The disconnect charge saved me well over a thousand dollars more than the cancellation fee. Beware their promotions are false. My one month bill with them was almost double my prior carrier.
We are sorry to see that our partnership together ended on a negative note. This is not the experience we were hoping for you. If there are any remaining questions or concerns regarding the account you referenced in your review, please do not hesitate to contact us. Our Digital Support team is available through Live Chat https://www.directenergy.com/ and Social Media https://www.facebook.com/directenergy/. Thank you for your time. - Megan / Digital Care
— Direct Energy on April 20th, 2020
Weekends on Command Plan
Worst decision I have ever made when it comes to choosing an energy provider. We signed up for the nights on command and then when I logged into my account it said we signed up for the weekends of command plan. I had not even heard of the weekends on command plan before and was upset then confused. We tried calling about that but decided to just stay with the plan because it was more convenient. Our bill the first month was $37.00 and our landlord and neighbors said that is pretty normal and at most the bill gets to $60.00 with their energy providers. The bill then jumped to $123.00, then $137.00 the next month. I tried calling to see if this was a mistake because we are not home most of the day during the week, and do not use lights during the day when we are home because we have so many windows. We even unplug almost everything in the house! The only thing we leave on all day is one window A/C unit for our dog. Our house is barely 600 sq ft, with no central heating and cooling, so this price was outrageous. We tried calling to see if there was a mistake but the lady on the phone just kept trying to explain how to use the website... I know how to use the website. She was no help at all and we are switching. We were told it would be a $139.00 cancellation fee which we were fine with, but then decided to tack on 6 different fees to that making it $217.00! Seriously, this energy company has terrible customer service, is over priced, and will screw you over with crazy additional fees never mentioned in the contract.
HI Noel,
We apologize for the confusion regarding the Weekends on Command rate plan. The free weekend time frame is from 6pm Friday until 1159pm Sunday CST. Non-free weekends are 12am Monday until 559pm Friday CST. You are charged during the non-free weekend time frame and you receive a monthly bill credit for the free weekend time frame. If you would like further clarification on this rate plan or wish to discuss alternative rate plans with a lower cost, please feel free to reach out to us by phone or live chat.
— Direct Energy on August 12th, 2019
False advertisement
The free nights are not free. Do not fall for this at all. My bill has never been over $250 and now its over $400. I asked to why and I was told it was because the free nights are double the amount of what a regular price is. The direct energy agent was the one that did the figuring and could not explain why it was different and would not adjust it or let me speak to a supervisor.
Hi Keith,
We certainly would like to apologize for any confusion regarding your rate plan. With your current rate plan, your daily free usage period is 9pm to 859am CST and you are charged for usage from 9am to 859pm CST. Regarding your monthly invoice, you receive a charge for the total usage as well as receive a credit for the free usage period. Here is a link to assist with reducing your electricity usage: https://www.directenergy.com/learning-center/energy-efficiency Should you wish to discuss alternative rate plans with a lower energy charge, please feel free to reach out to us by phone or live chat.
— Direct Energy on August 12th, 2019
Took over foe Bounce
Horrible C S unit. Couldnt answer any questions about the transfer they initiated due to buy out! Chat service is slow and poor. Basic account questions couldnt be answered.
We sincerely apologize for the experience, and we want to make sure that all your concerns are addressed. If you have further questions, please let us know by sending them to dedigitalcare@directenergy.com with your full name, service address and account number. We look forward to hearing from you!
— Direct Energy on August 12th, 2019
Do not use
When my electric provider exited the market last May, I was forced to go to a direct energy company. After 2 days I found another provider due to the rate I was offered. Since then, my identity was stolen by a person who had access to my social and opened up a fraudlent account online. They didn't pay the bill for 3 months and it went on my credit rating. My credit rating dropped 120 points for a $181 charge that wasn't even mine. They let anyone enroll online and don't need to show any proof, but to clear this up on my credit rating I need to provide 5 different documents, including a notarized statement and a police report. That is just irresponsible to not ask for proof at the time of opening an account. So if they get your information, don't be surprised if your identity is stolen and you have to suffer my pain.
Good Afternoon,
We apologize for the inconvenience and negative experience leading to your identity being compromised. Enrollments may be processed on our website, by phone or with a door to door agent. With enrollments, we do require date of birth, name and social security number to run a credit check and determine a potential deposit amount. In the event, that the information is invalid or does not match up, we will request additional documentation to verify the identity of the account holder. In the event that fraud has occurred, we advise visiting the following link for assistance: https://www.directenergy.com/TEXAS/CUSTOMER-SUPPORT/FRAUD
— Direct Energy on August 5th, 2019
Trash company
I paid my account in full $217 and some how they still sent a disconnect notice to center point. Thats a trash ass company. Come home to no power. And now there close so i have to wait until they open to get my power back on.
Good Afternoon,
We are very sorry to hear about your negative experience with our company. We do issue a disconnection notice with the amount needed to prevent disconnection prior to the disconnect date. Services may be disconnected at any time on the disconnect date as stated in the notice, once payments have posted to the account, we advise it can take up to 4 hours for service reconnection based on the local utility.
— Direct Energy on August 5th, 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
Email said
Not one email about missed payment despite having electronic billing. Even got an email saying thanks for your payment. Then 10 days later they shut my power off after sending one letter. Didn't read it because I have autopay and I read the emails. Pretty ridiculous to send me thank you for payment emails and then cut off my power. I will never use this company again.
Good morning! We see that you gave us a 1-star rating. We send notifications each time a payment is declined or payment information needs to be updated. In the event, that the account becomes past due, we may issue a disconnection notice advising to submit payment by a specified due date. If there is anything that we can do to help improve your experience with us, please feel free to reach out to by phone or live chat.
— Direct Energy on July 15th, 2019
Poor Customer Service To A Brand New Customer
After contacting Direct Energy over the phone for my very first time, after being transitioned from my previous company and put on a very high rate month to month plan, I waited on hold for 10 mins to speak to a representative about my service. Once a rep was available, I explained the need to lower my price per kw, because 16.5 seems extremely high to me considering the other company's offers in the area at 6.5. I was then informed that the only option available to me, to get 11.5 before oncor fees, would be to sign a 2 year contract with them, even though I have been on a fluctuating month to month for over 3 years. When asking about that rate at a month to month, the rep stated that they could not offer that to me based on their policy. I asked if customer service was their priority over policy and she said no, that the policy was more important. She did not try to retain me as a customer and only tried to get me to sign a 2 year contract with a company that I have just started with, instead of offering me something that tailored to my needs. That is the most terrible customer service for an electric company especially when the competitive rates are so much better. Instead of trying out this company, I will be moving my services to another one who cares about their customers needs instead of a contract where the business gets paid regardless of valuing the customer's needs. I was also not offered any of the promotional things that they apparently offer to new customers, free echo dot's and such that I noticed on their welcome page.
Thank you for taking the time to provide us with a review. We certainly apologize for the frustration that this experience has caused and want to help make things right. Renewal offers may be reviewed in the online portal by selecting Account Management then selecting "Renew Your Service or Switch to a Fixed Plan". There are multiple plans to review in the online portal that consists of different promotions. Please keep in mind, as with many companies, rates are subject to change each renewal period based on the market. Should you need any assistance, please feel free to reach out to us by phone or live chat.
— Direct Energy on July 15th, 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
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
Customer service is outsourced and hard to reach
The only feasible way to connect to Direct Energy customer service is via phone - the online chat option is a joke as the wait time is very long. The customer service is outsourced and poorly trained (thank you for creating US jobs. NOT). Also, you can ONLY contact them during the week so if there is an emergency you're kind of screwed. I am planning on giving this company one last chance before I cancel, even though my mind is sort of already made up.
Thanks for the feedback LA. We currently are available Monday-Friday 8-5pm and are working to improve our online experience. For now our customers can call, chat, or email us. Thanks for giving us another chance to win you over! - Allie
— Direct Energy on February 27th, 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
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
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
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
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 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
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
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
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
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
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
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
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
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
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
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
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
Used to be good still not as bad as the worst
A 4 cent per kwh increase in one year. Oncor delivery rate increased. Direct Energy used to be better than other providers. Now they are just as greedy as the rest. Customer service is lacking too. Took me 5 weeks of calls/cats with 6 different people to renew my plan. Online option did not work.
Kmieure, we are definitely concerned that it took multiple requests and actions on your end to renew your contract with us. This is certainly not the experience we want our customers to go through when calling in or chatting in for help.
The cost of energy is currently elevated because there were several power plant closures recently. This has the Energy market concerned that there may be a shortage of power supply during peak usage periods this summer. We have also received reports that there was a large population increase in the state of Texas over the past year which is adding to the increase in electricity demand. This decrease in energy supply and increase demand for cooling is causing the price to steadily grow higher across the board for all suppliers and utilities.
We absolutely do appreciate your business and would like the opportunity to work with you to find you a lower rate. Please know you have the opportunity to connect with our Email Team at dedigitalcare@directenergy.com or Social Care Team through Facebook at any point to proceed forward with assistance. -Eleanor
— Direct Energy on August 20th, 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
Bate and switch
The internet offered a fixed cost and when I received my welcome package 3 weeks later it was another price over 2000 kilowatt . I even called Direct Energy customer service to confirm fixed pricing before committing to my contract and they confirmed my fixed price . I cancelled my service and sent a email with a copy of what they advertised on the Internet . They apologized and did not charge me their cancelation charge of $150.00, but I received a very expensive bill for their bate & switch.
Mark, I apologize for any miscommunication regarding your initial rate. We would like the opportunity to go over your past enrollment with us to investigate this error further for you. Please send us an email to dedigitalcare@directenergy.com or connect with us through Facebook to continue forward. Thank you for your time. -Eleanor
— Direct Energy on August 20th, 2018
Horrible company scam artists
They continuously disconnect service regardless of payment! They disconnected me TWICE in ONE MONTH, HOW IS THIS LEGAL OR POSSIBLE?! I've paid over $500 in two months and have been disconnected 3 times! I'M IN THE DARK AS I LEAVE THIS REVIEW!! Customer service is TRASH unless you speak Spanish!! If not they are going to read a script and not offer any assistance!! I've had to go all the way up to corporate about this issue! I have a disabled parent in my home and they do not care at all! I'm switching companies TODAY and direct energy and they entire spanish speaking customer service crew can kiss my entire ass!
We can understand the strain that can be caused by being without electricity service, Lizz.lewis. I apologize for any inconveniences these temporary energy interruptions caused you or your family. If the outage was related to non-payments or account cancellations, the disconnection would have been authorized on our end. For all other instances, the outage would be arranged by the utility company. For example, if there was inclement weather or technicians completing repair work on electrical lines in the area.
Our agents are trained to provide the best customer care possible and the customer experience should not be impacted by the agent location. If you have any concerns that you would like us to escalate please know you may reach out to us through email at dedigitalcare@directenergy.com. Thank you for your time. -Eleanor
— Direct Energy on August 20th, 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
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
Horrible rates for returning customers
Last year my rate was 9.4. This year they could only see fit to give me a 12.8 rate. How's that for customer appreciation.
I can certainly understand where you are coming from, Karen. We absolutely do appreciate your business and would like the opportunity to work with you to find you a lower rate. The cost of energy is currently elevated because there were several power plant closures recently. This has the Energy market concerned that there may be a shortage of power supply during peak usage periods this summer. We have also received reports that there was a large population increase in the state of Texas over the past year which is adding to the increase in electricity demand. This decrease in energy supply and increase demand for cooling is causing the price to steadily grow higher across the board for all suppliers and utilities. Please send us an email at dedigitalcare@directenergy.com or connect with us through our Live Chat team through our website www.directenergy.com to continue forward with securing a new price. -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
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
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
Moving
I changed residences back in May. I scheduled a connection to my new residence. They connected to another residence instead of the one I told them. I got charged for their mistake. Been billed separately multiple times. Being inconvenienced and billed multiple times has caused me to want to consider looking for another service provider when the contract is up. I was a happy customer until this happened.
Christopher, we are concerned that this transfer of service was not properly actioned for you. I can only imagine the frustrations you and your family have faced up to this point with having this matter resolved. We would like the chance to apologize for the delay in response for getting back to you through this review website, and would like the opportunity to rectify these errors for you. Please send us an email at dedigitalcare@directenergy.com or connect with us through our Facebook page at any point to open an investigation. Thank you for your time. -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
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
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
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
Needed help with payment arrangements
It doesn't matter what my need is when I call or chat with customer service from Direct Energy, they ALWAYS help me and listen to what my situation is.They are always kind & very helpful. I refer this company based on my experience with customer service and my monthly savings. Keep up the good work!!
We want to thank you so much for the wonderful review that you have left. We apologize that it has taken so long for us to respond, but we are so appreciative that you were willing to take time to tell others about your experience with us! We hope that you have an amazing weekend! -Kate
— Direct Energy on August 17th, 2018
Great customer service!
I needed help changing my service start date. Customer service rep was very helpful and accomplished this within minutes.
Hi Brad! We are happy we could assist you in a timely manner with changing the start date for your service. Don't hesitate to contact us if you ever have questions or concerns. All the best, - Jane
— Direct Energy on April 5th, 2018
That's great feedback, Diana. Thank you for taking the time to leave your feedback. Have a nice day! - Cole
— Direct Energy on March 26th, 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
Try the chat room.
I had all my issues resoved in a polite and timely manner. Thank you Kim.
We are glad to hear that Kim took care of all the concerns you had. Thanks for reaching out to us and leaving feedback. Our goal is to provide exceptional service to our customers. Thank you for your business. - Cole
— Direct Energy on March 19th, 2018
Thanks for the review and for choosing Direct Energy. Have a nice day! - Cole
— Direct Energy on March 1st, 2018
UNHAPPY WITH DIRECT ENERGY
I have tried for the past 2 weeks to get ahold of someone. Every time I call from all hours of the day, 3 times a day it says that all circuits are busy. This is ridiculous! I'm just trying to have a question answered! I call just about every number there is provided and stay on hold for 1 hour. There service is horrible! I have yet to receive the answer I am looking for!
Ashlynn, we are sorry to hear that you have had trouble speaking to us. Please email us at dedigitalcare@directenergy.com with your account number, full address and phone number along with this review so we can assist you right away. Thank you, Cole
— Direct Energy on March 1st, 2018
DO NOT PICK THIS COMPANY DIRECT ENERGY Auto pay does not work and they shut off service.
Its 7:53 am on a Wednesday morning and Ive been on hold without power since 7:11. My account is on auto draft and there is plenty of money in the account including when the payment was supposed the go through on Jan 22, only 2 weeks ago. In fact the phone system asked if I wanted to pay with the card on file and it was approved. Why am I cut off only 2 weeks after declining payment anyway. No phone call, no letter.
Now on hold again because they cant figure out why its doing that. Meanwhile I sitting in the dark. Readers of this might assume that I didnt have the money in the account. WRONG. But if I didnt, wouldnt they call, email or send a letter? My last bill says DO NOT PAY, your bill will be auto drafted on 1-22-18.
If you like having your service cut off for no reason at 7:11 when they dont answer the phone until 8:00 then youll love this company.
Hi Brad. We regret to hear your experience was anything less than exceptional. We would like to investigate what caused the service to be disconnected and further assist you with making this right. Please send us an email at dedigitalcare@directenergy.com with your account number, full address and include a copy of this review for assistance. Thank you, - Jane
— Direct Energy on March 1st, 2018
DO NOT USE THIS COMPANY
After years of service at the same address, they have managed to screw up a change of address in SIX DIFFERENT WAYS and continue to fight me every time I ask that they fix their screw up! They terminated my account a week early at the address I was leaving and it took over 24 hours to have the service reconnected. Now they billed me $116 to reconnect. When I called to dispute they said that it was Oncor's billing, so I would have to get them to remove the charge. In addition, at my new address, I went four days without electricity. After being lied to and dismissed for four days, a supervisor threatened to charge me $75 to have a technician come back out to see why I didn't have power. Once a tech did come, he explained that it was an external breaker that needed to be flipped and that DE should have told me to flip the breaker. I have easily spent 10+ hours on the phone in the past two weeks, not to mention no heat, no cooked meals, sleeping on the floor one night in an empty apartment because there was heat there. TAKE YOUR BUSINESS ELSEWHERE!!!!!!!!!!!!!!!!!!!!!!!
We apologize to hear that your experience was less than exceptional. We strive to provide great service to all customers and want to follow up with you to see what can be done to take care of your concerns. Please email us at dedigitalcare@directenergy.com with your account number, address and a copy of this feedback for assistance. - Cole
— Direct Energy on March 1st, 2018
The Best Energy Provider Here
I had renewed with Direct some months before but I guess it was too early for a renewal but one phone call and it was done immediately by a very knowledgeable Customer Service Rep. Direct has been my choice for some time now and I don't plan to change any time soon.
We are so glad to hear this feedback, Randy. Thanks for sharing your experience. Have a great evening. - Cole
— Direct Energy on January 30th, 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
Experience with Direct Energy
My experience with Direct Energy has been great but mostly the cost. I have had such great savings and for me that is most important in my time of financial difficulties. Thank you so much.
Maria, thanks for the wonderful feedback. We are glad to hear that you are able to see a savings while being with us. Have a great day! - Jane
— Direct Energy on January 10th, 2018
HAPPY CUSTOMER
I happily report that in my almost 4 years of being their customer, I have zero complaints
Danielle, thank you so much for the kind words. We are always happy to hear from our customers on how we are doing. We appreciate your business. Have a wonderful day! - Cole
— Direct Energy 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
Love
I absolutely love Direct Energy. Ive had them for a few years now with no complaints. I have the free weekends plans and its the best for my lifestyle since Im usually not home on week days
Thanks for the kind words, Alia! We appreciate the feedback. It's nice to hear that the free weekends plan is working out well for you. We hope you have a wonderful day. - Cole
— Direct Energy on January 10th, 2018
Renewal
We have had Direct Energy for several years. Last week I called to question my bill. Then I was advised our renewal had expired and that was why we were paying a higher price. At that time the associate told me she would FIRST set me up a new renewal and then see what she could do for the months we paid a higher rate. After the recorded renewal was complete, she said she could not adjust any changes for the higher charges we had been paying for Oct to Dec. if I had known this I would NOT have agreed to the renewal. I am reporting this to the Utility Commission in Texas. You could say monies we saved were taken back by D E by not notifying us that our contract had expired. We live on disability. This is a very unfair practice by Direct Energy.
Roblyn, we are sorry to hear of this experience. We would like to review this account and see what we can do to get this taken care of for you. Please email us your account number, address and phone number to dedigitalcare@directenergy.com and put "Attention Cole". Thank you, - Cole
— Direct Energy on January 10th, 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
Melinda in Customer Service
My Family is facing an extremely hard time at the moment paying bills due to a death and job loss back to back. Melinda gave me all the information needed to help my family in our time of need. she is definitely a blessing is disguise and I couldnt be more thankful!!!
Thank you for taking time to share your experience. We understand that sometimes our customers run into hardships and we always want to be there for our customers in their time of need and offer any assistance we can that will be helpful. We are so pleased to hear that our customer care agent, Melinda was able to provide you with options to get this resolved in your time of need. Please don't hesitate to reach out should you need our assistance again. Have a wonderful day! - Jane
— Direct Energy on November 30th, 2017
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
Horrible Billing
A poorly run company. They take forever to process payments and will very quickly send out disconnection notices. They refuse to allow direct bill payment from banks (wire payments) so if you use online bill pay your bank has to mail them a check. Direct Energy takes forever to process the payment and then sends out disconnect notices. We had this happen several times and despite proof from the bank that the check was mailed promptly to them, Direct refuses to admit they are slow to process payments and blames everyone else. Don't use them unless you want to get disconnection notices.
Thank you for sending your feedback. We would like to take a look further into your account. Please send us your account number, phone number, and address. Thank you, - Cole
— Direct Energy on December 1st, 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
Prompt Service
Direct Energy was quick and easy to be a customer with and understood the neccity of having your home equipped with service
Thanks for this terrific feedback. We strive to provide great customer service and rates that are affordable. We also understand how convenience is very important. Glad we could help. Have a great day! - Jane
— Direct Energy on November 22nd, 2017
Thank you Toby! We appreciate your feedback Have a great day! - Cole
— Direct Energy on November 22nd, 2017
By far the best
This is the absolute best electric company I have been affiliated with. Their rates, plans and customer service has never failed to impress me.
Thank you for taking time to leave your review. This feedback is very helpful. We try to ensure we are always providing the best customer service possible and happy that we can offer affordable rates. Have a great day! - Cole
— Direct Energy 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
Very Satisfied
I noticed that the electricity plan that I was paying was not the correct plan and the agent was able to help me and get my account lined out. And even offered a credit on our account for the trouble.
This is wonderful to hear. Thank you for sharing the experience you had. Don't hesitate to reach out if you need anything else. All the best, -Jane
— Direct Energy on November 7th, 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
Nice peoole, affordable service
Had an issue with mailing information due to an uncomfortable situation. It was taken care of promptly and politely.
Thank you for the feedback. We are glad to hear that everything was resolved efficiently. We hope you have a great day! - Cole
— Direct Energy on October 25th, 2017
Customer service
The customer service is simply great
Thank you, Tammy. We appreciate you taking the time to leave a review. Have a fantastic weekend. -Cole
— Direct Energy on October 13th, 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
Customer service
I saw my bill with the surge charge protection plan which I had declined but I hate calling and waiting so I tried the online chat and the issue was fixed quickly the lady was very helpful, efficient and polite.
We're so happy you loved the online chat function! If you have any other questions or concerns we're always happy to help via chat or email at dedigitalcare@directenergy.com!
— Direct Energy on September 13th, 2017
Great Rates
My bill was so much lower when I switched.
We're so happy we were able to lower your bill! If you have any questions or concerns regarding your account or any of our other offerings please feel free to email us at @dedigitalcare@directenergy.com! Thanks again, - Henry
— Direct Energy on September 7th, 2017
Great job!
Melinda did a wonderful job of helping us transfer our service from our apartment to our new house. She was very helpful and knowledgeable.
Hi Maria! We love Melinda here at DE, and we're happy she was able to provide you with the service you needed! We'll be sure to pass this along to her manager and assure she's recognized. If you have any other questions you may always chat, call us at 888.305.3828, or email us at dedigitalcare@directenergy.com! Thanks again, - Henry, Direct Energy Digital Care Team
— Direct Energy on September 7th, 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 Customer Service
I have been with Direct Energy for some time and have always been satisfied.! The customer service it's the best.! The staff is willing to help and accommodate you to your likeness. The prices are great.! Thanks Direct Energy staff for your lovely and friendly attitudes., A special thanks to Kelsey!!
Hi Sonia! Thank you for the feedback. We are glad to see that Kelsey was able to take care of everything you needed in a professional and friendly manner. We will give her this feedback. We hope you reach out if you ever need assistance in the future. Have a wonderful weekend! -Cole
— Direct Energy on August 25th, 2017
I love direct energy
I have been with direct energy for 3 years now and they have always been very helpful and clear. not to mention they don't have crazy prices, even during summer our bill has never been outrageous. they are a fantastic company and I totally recommend them.
Thank you for the recommendation. We really appreciate all the wonderful feedback. Have a great day! -Cole
— Direct Energy on August 24th, 2017
Thank you, John! We are glad to have you as a loyal customer of ours. Have a terrific day! -Jane
— Direct Energy on August 23rd, 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
Best energy company
After being with maybe 3 other companies, and receiving horribly high bills, we decided to make a change. My mother suggested Direct Energy and everything has been great since then. During the summer, we receive low bills, ones that are "almost to good to be true". But there is no surprise, it ends up being exactly that. I love this company. During winter, we also get incredibly low prices. Right now, we have a wonderful plan where we received the nest and a great plan for three years. Thank you, Direct Energy!
Wow! Thank you so very much for this feedback. We are glad that you are able to see a savings while being with us. Customer feedback is super important to us, so be sure to let us know if you have any other suggestions. 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
I'd give zero or negative stars if possible
I had nothing but trouble!!! Signed up online and received the incorrect plan. Called the number they provided and it rang and rang... No answer..then it disconnected me altogether!!!. Could not get a human to talk to to answer my questions and resolve my issues of WRONG ADDRESS.
FINALLY utilized chat. TWICE BC I COULDN'T GET ANYONE TO ANSWER! Thought it was resolved. Nope. Had to get on chat again to find out (CORRECT) service address STILL NOT SHOWING. the chat head did verify incorrect address WAS cancelled. BUT service at the CORRECT address was never received. Was told by chat I had to reenroll. I did this 3 times now.
No verification received which was why I was try g to talk to a human... So fed up when I was told I still needed to enroll AGAIN...SO FED UP I told them I was going with another provider.
I JUST REVEIVED A BILL FOR 3 DAYS PF SERVICE I NEVER HAD AND A EARLY TERM FEE FOR SERVICE I NEVER RECEIVED AT AN ADDRESS I NEVER LIVED.
Glad I did screenshots of all of chat conversations.
Good afternoon. We are so sorry to hear of the poor experiences you had. Would you mind emailing us at dedigitalcare@directenergy.com with your account number and address so we can look into this further with you. We would like to be sure everything has been resolved fully for you. Thank you, -Cole
— Direct Energy on August 23rd, 2017
Poor service, poor everything
I had nothing but trouble!!! Signed up online and received the incorrect plan. Called the number they provided and it rang and rang... No answer..then it disconnected me altogether!!!. Could not get a human to talk to to answer my questions and resolve my issues of WRONG ADDRESS.
FINALLY utilized chat. TWICE BC I COULDN'T GET ANYONE TO ANSWER! Thought it was resolved. Nope. Had to get on chat again to find out (CORRECT) service address STILL NOT SHOWING. the chat head did verify incorrect address WAS cancelled. BUT service at the CORRECT address was never received. Was told by chat I had to reenroll. I did this 3 times now.
No verification received which was why I was try g to talk to a human... So fed up when I was told I still needed to enroll AGAIN...SO FED UP I told them I was going with another provider.
I JUST REVEIVED A BILL FOR 3 DAYS PF SERVICE I NEVER HAD AND A EARLY TERM FEE FOR SERVICE I NEVER RECEIVED AT AN ADDRESS I NEVER LIVED.
Glad I did screenshots of all of chat conversations.
Good afternoon. We are so sorry to hear of the poor experiences you had. Would you mind emailing us at dedigitalcare@directenergy.com with your account number and address so we can look into this further with you. We would like to be sure everything has been resolved fully for you. Thank you, -Cole
— Direct Energy on August 23rd, 2017
Great Customer Service
Melinda was very helpful and answered the question I had.
Thank you for this feedback. We are glad to hear, Melinda was able to assist you with everything you needed. Please don't hesitate to reach out if you need our assistance again. -Jane
— Direct Energy on August 23rd, 2017
Transfer Service via Chat
Online chat for transferring service was so easy. I was having a hard time online verifying new address, but upon chatting with Kelsey she helped me process change. She was fast and had no problems what so ever!!
Hi Sonia. We will be sure to give Kelsey recognition for this! Thank you for sharing your personal experience! Have a wonderful day! -Cole
— Direct Energy on August 23rd, 2017
Great service
EXCELLENT CUSTOMER SERVICE! Paige is the person I spoke with today on my live chat and she was Awesome! The plan I renewed with was the Give Brighter Plan. The Give Brighter is a plan that includes a Luci Light for our home. This is a solar powered, inflatable, waterproof light for you to use in your home. In addition, as part of this rate, they donate one of the Luci lights on my behalf to a family in a developing country that lives without electricity. Whereas, the Live Brighter is just our regular everyday plan without any promotional items. The price per kilowatt was exactly the same (which is still cheaper than the other guys) and we're locked into this rate for another year. The Luci Light program is wonderful and it gets you a free light too! WAY TO GO DIRECT ENERGY!
Hi Tiffany! Thank you so much for the kind words. We are so excited that you enjoy the Give Brighter plan as much as we do. Please be sure to share this with your friends and family, and provide your referral id number so after they enroll with us, you can get a referral credit and they will also get a referral credit! Thank you for the feedback. Have a fantastic day! -Cole
— Direct Energy on August 23rd, 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
Glad to hear this! Thank you for this review. We will be sure to let Kelsey know she did a wonderful job helping 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
Excellent customer support and perks
Excellent customer support and perks
Thank you Chandra! We appreciate your feedback! Customer feedback is very important to us, so we are happy to hear of your experience! Have a great day! -Jane
— Direct Energy on August 4th, 2017
Great Experience & Service!
Customer service representatives are attentive, quick, and resolve issues and answer questions promptly and appropriately, we will continue to use Direct Energy for our electricity needs.
We understand how important it is to get your issue resolved quickly, and to be available to assist you with questions you have as well. We are glad to hear of this awesome experience you have had. Please don't hesitate to contact us if you need anything! Thank you for being a loyal customer! - Jane
— Direct Energy on August 4th, 2017
Great
Everything went smooth on the sign up and renewal
Glad to hear the sign up and renewal process was easy for you, Roger! Thank is what we want for all of our customers! Thank you for choosing Direct Energy! Have a fantastic day! -Jane
— Direct Energy on August 4th, 2017
Glad to hear you had a great experience. Thank you so much for leaving your feedback! Have a good day! -Cole
— Direct Energy on August 23rd, 2017
It's better to call when you renew!
They search and see how you are as a customer and give you the same rate as you had or better!
Thank you for sharing your personal experience with us, Adam! We understand saving money is very important to our customers, so we strive to ensure we offer rates that are reasonable. We hope you have a fantastic day! Thank you, -Jane
— Direct Energy on August 4th, 2017
Chat Online
I am a new customer, I had some concerns, because I spoke to a lady with a very strong accent and couldn't understand her. I decided to view my contract online and had some questions. I decided to chat, rather than talk to somebody that I wouldn't be able to understand. I chatted with a wonderful lady by the name of Paige and she answered all my questions and concerns I had. Thank you Paige!
Thank you for the feedback, Sara! We are happy to had a great experience with out chat agent Paige! We will be sure we give her props. Thank you for being a Direct Energy customer! Don't hesitate to contact us if you have any concerns or questions! 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
I got answers for my query
It was very easy to get the answers for all the queries over chat.
We are glad to hear that you had a good experience when you chatted with our chat team! We appreciate your feedback! Have an awesome day, Gues! -Jane
— Direct Energy on August 4th, 2017
Online chat
I have phone anxiety, so I went to the online chat. My contract was up, and I wanted to see if there were any lower rates. Kelsey was so helpful, I found a lower rate, and I had no anxiety! Super easy, super helpful, and super fast!
Hi Emma, we are so happy to hear that you had a wonderful experience with our chat agent, Kelsey! We can understand how calling is not always the preferred option for all of our customers, so we are excited to have chat as another option for our customers to take advantage of. Please don't hesitate to reach out if you need us! All the best, -Jane
— Direct Energy on August 4th, 2017
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
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
Thank you for the feedback, Tish! We are happy to hear that chatting with Kelsey was a nice experience for you. We will be sure to let her know! Have a wonderful day! -Jane
— Direct Energy on August 4th, 2017
Help with selection of Military rates.
The Direct Energy Chat contact was able to walk me (an existing Direct Energy customer) through the selection of the available Military rates offered, and where the Direct Energy software left me at a dead end with no way to obtain the rate I wanted, was able to verify my Vet status and get me signed up for the renewal rates. The representative was polite, knowledgeable, did a Good Job!
Good afternoon! We are so excited to hear of this experience. This is fantastic! Thank you for the feedback, and for your business! All the best, -Jane
— Direct Energy on August 4th, 2017
Thank you for the feedback! We are happy to offer free weekends to our customers to allow them to save money! Have a wonderful day! -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
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
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
Wonderful
Megan was so helpful, and nice. Helped me with my bill.
Thank you for the kind words, Ana. We are glad to hear Megan was so helpful when you reached out for assistance. We will be sure to give her props for this! Have a wonderful rest of your day! -Jane
— Direct Energy on August 4th, 2017
Excellent Service
I had to delete my 2 stored payment methods as I had to cancel my service due to relocation from USA to India and I got all the help and support from Kesley to remove those, Even though I am not a direct energy customer. Thanks to taking care of my request and you guys rock when it comes to assisting the customers.
Thank you for the review Gaurav! If you ever have any questions please let us know! You may reach us at dedigitalcare@directenergy.com. Sincerely, - Henry
— Direct Energy on June 30th, 2017
We're glad you love our products and services Morales! If you ever have any questions you can reach us via email by contacting us at dedigitalcare@directenergy.com. Have a great day! - Henry
— Direct Energy on June 30th, 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
Poor customer service
I was told one thing by one representative. Then when i call back noone know idead what I am talking about. When I ask to speak to a supervisor Jen(in panama) she tells us that if we would pay our bills on time that we would not need an extension. We just lost a loved one and she did not care. Then after the affect apologizes come and they still don't care. Karma is a B.
We regret to hear that you had this kind of experience when you called in for help. We would be more than happy to assist you with any questions you have. Please email us your concerns or questions at dedigitalcare@directenergy.com along with your account number, phone number, and address. We will also submit agent feedback for you. Thank you.
— Direct Energy on July 5th, 2017
We appreciate that so much Ashley! If there is ever anything we can do to assist you further or answer any questions you might have, you can always email us at dedigitalcare@directenergy.com for more information. We hope you have a great weekend! -Kate
— Direct Energy on June 17th, 2017
Reliable and affordable
Reliable electricity company, with an outstanding customer service. Multiple plan options from month-to-month to free-weekends contract. Highly recommended.
Rolen, thank you for recommending us to your friends and family! We are always happy to hear our customers are satisfied with the service. Have a great day! -Jane
— Direct Energy on August 4th, 2017
Unethical Fees
If my bill is one day late, they consider that past due and send out a disconnect notice and charge my account $29.95 and on top of that charge an additional late fee. Should be illegal. Also, customer service is the worst with hard to understand foreign accents and they do nothing to try and remedy the situation.
Good afternoon! We see you had some concerns regarding out late fees, and the collection recovery fee we charge. The collection recovery fee is only assessed anytime a Disconnection Notice is generated because of a past due unpaid balance. This is completely separate from a standard 5% late fee for being 1 day past due for example. Please let us know if you would like us to review the account further by emailing us at dedigitalcare@directenergy.com. We would be happy to look at your bills and ensure you have been correctly billed. Thank you, -Jane
— Direct Energy on August 4th, 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
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
Direct...And to the Point
Just renewed for another 24 months with Direct Energy. Easy-peasy and such a pleasant experience compared to some of the companies I have had to deal with recently...
Thank you! We are glad you have decided to renew with Direct Energy! We appreciate your business and hope to continue being your provider for many years! -Jane
— Direct Energy on August 4th, 2017
Direct Energy - Customer Service
Hi - I was having a problem on the main website and I chatted with Megan and she resolved all my problems quickly and efficiently. I plan on referring my friends to Direct Energy.
Wonderful to hear! We will be sure to let Megan know, you had a great experience when you chatted with her! Thank you for referring your friends to us! Have a great 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
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
Great experience with prepaid and now monthly billing experience
Good company, great customer service with lots of choices between plans.
We're so happy you love the service Lillie! Thank you for the feedback. If you ever have any questions please feel free to send those to us at dedigitalcare@directenergy.com. Sincerely, - Henry
— Direct Energy on June 7th, 2017
Awesome and speedy customer service proivided by Megan
Megan was on the ball getting me links to check out different plans for energy for my house hold. What a great experience it was dealing with her. She had a lot of patience and was very knowledgeable for my questions in need. She was Happy through the entire chat, it was like I could see/feel her smile as she worked/chatted with me on the different plans that your company provides.
I will for sure recommend this to everyone
We appreciate the wonderful words and great rating, Sabrina! We are glad to hear that Megan was able to show you other plans we offer! We will be sure to get this positive feedback to Megan! Have a great weekend! - Ally
— Direct Energy on June 2nd, 2017
Great Customer service experience
Customer service and plans are good.
Thank you for taking the time to leave us a review and rating! Have a splendid week! - Ally
— Direct Energy on June 1st, 2017
Would recommend this company to anybody
I have been with Direct Energy since 2015, I have had a great experience with them during these years and I recommend them to everyone. Their prices are great and the customer service is awesome.
Good Afternoon! We appreciate your loyalty to us and we are happy to hear we could meet your electricity needs. Have a great day! - Ally
— Direct Energy on June 1st, 2017
Refund on a credit balance
I have been waiting too long for the refund. Melinda was a lot of help in trying to take care of this business.
Hello, Daniel! Thank you for the review and we are happy to hear that Melinda was able to assist you! All the Best! - Ally
— Direct Energy on May 30th, 2017
My experience
It was great easy with no problems and keeping updated. Thanks
Thanks for the awesome rating, Derald! We appreciate your business! All the best! - Ally
— Direct Energy on May 30th, 2017
Many years of good service
I've been with Direct Energy and have been very satisfied. I like the fact that I can sign up for a new program before my program expires. If I see that a lower rate is being offered by you while mine s still in effect, I want the lower rate.
Thank you for the kind words! We aim for great customer service and we are happy to hear you are taking advantage of our competitive rates! Have a great day! - Ally
— Direct Energy on May 30th, 2017
Thank you for the wonderful rating, J! Have a great week! - Ally
— Direct Energy on May 30th, 2017
FANTASTIC
NEVER BEEN HAPPIER KEEP IT THE WAY ITS GOING
We are happy to hear we are able to satisfy your energy needs! Thank you for the great rating, L R! All the best! - Ally
— Direct Energy on May 30th, 2017
Thank you for the great rating, Gvilla! We appreciate your loyalty and look forward to servicing you in the future! Have a great day! - Ally
— Direct Energy on May 30th, 2017
Best electric provider
The best electric provider by far. I have been with two others in the past. Direct is five stars in every area. I have recommended to all my family and friends.
Good afternoon.Thank you so much for the amazing feedback! We are so glad to hear that you highly recommend us to your friends and family! That is amazing. Thank you so much for your loyalty! Customer satisfaction is very important to us. Have an awesome weekend. -Jane
— Direct Energy on August 4th, 2017
I love my low bills!!
I am usually very pleasantly surprised by my low bill! I would definitely recommend Direct Energy! They are fair and have really good customer service.
Hi Karen. We are always looking for ways to help our customers save money, so we are pleased to hear that you are able to save while being our customer. Thank you for taking time to share you experience. Have a great day! -Jane
— Direct Energy on August 4th, 2017
The Best Electric Provider in Texas
Everything is Good with these people
Thank you for the review, R! We are always here, if you need assistance. All the best, -Melinda
— Direct Energy on August 4th, 2017
Direct Energy Evaluation
I received help from your employee, Jason Simpson, He was very courteous and efficient with the aid he gave me.
dx
— Direct Energy on June 30th, 2017
Great service
Have been a customer for more than 2 years great service.
Thank you for the great review! We appreciate your loyalty. Have a fantastic day! -Jane
— Direct Energy on June 30th, 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
Happy Customer
Was Amazing company also had first choice now both great companys would recommend this company to anyone who need electricity
Hey Ammar! Thank you for your review. We are excited to know you are happy with your service. Thanks! - Ally
— Direct Energy on May 8th, 2017
Overall excellence
Price, customer service, account management website, comprehensive website information that contains accurate info .and is so easy to use.
It's all there.
You can't beat it. All the others could take a few lessons.
Antonette, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's and great customer service is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
Nice customer service
They are able to answer all your needs, thanks Direct Energy
Sam, we want to thank you for being a loyal customer. Providing great customer service for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
My Review
Very good experience. Easy to renew on line and phone call. I'm on a budget. No issues to mention.
Sam, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
It's all true!
For years I did not believe my energy bill could be lower than what I was paying with TXU. That is until Direct Energy. Wow! What a difference! There was a hiccup in getting my order registered but even that was resolved in an hour and, just like that, I started saving money. Thank you, Direct Energy!
Janine, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
Renewed
Have renewed our Direct Energy contracts at both our home & weekend house. Have been very pleased with our service.
Allan, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's and great customer service is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
Thank you for the wonderful rating Martha! If you ever have questions please feel free to email those to us at dedigitalcare@directenergy.com. Sincerely, - Henry
— Direct Energy on June 7th, 2017
Direct energy gas cost
Through no fault of Direct Energy I was paying too much for gas compared to my local energy company. After calling Direct Energy they lowered the cost to half of what I was paying to Direct Energy for my gas. They have been great in working with me to keep my cost down. I would recommend them to anyone. Thank You!!!
Sue, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
New bee
Just new to this utility. Experience was very easy to create an account and follow up with questions. Very friendly customer service folks!!
Monyca, we want to thank you for being a loyal customer. Providing great customer service for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
Direct Energy
Thank you for the wonderful review! If you have any questions or concerns please send those to us at dedigitalcare@directenergy.com. Thanks! - Henry
— Direct Energy on June 7th, 2017
Tom, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
Amazing company!
I love direct energy, finding this company was honestly the best and i must say i am beyond happy to have switched from NEC to Direct Energy!
Virginia, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
My opinion
As a customer of DE I have nothing but praise for the company. Always ready to help out customers. New contracts and moving services are made a freeze. Only one minor detail, their automative (recuring) payment system needs to be better
Armando, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us and we will pass along your feedback on the payment system. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
Direct Energy
Wonderful Company, they have worked with me on every avenue possible.
Pamatarium, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
Glad I went with Direct Energy
This is my third or fourth year with this company. Yes, the cost just went up a little but they are still less than other options so I will stay with them. Also they have a wonderful customer service group.
Gerry C., we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's and great customer service is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
Excellent prices and customer service
The best electric company I have ever done business with. Excellent
B Williams, we want to thank you for being a loyal customer. Providing great customer service for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
Didn't realize I renewed
Everything with Direct energy has been pretty good. They provide an excellent and treat me respectfully. The one thing I am surprised about is that they mention they are glad I renewed with them. I didn't realize I renewed as nobody advised me of this. What I don't like are the extra monthly charges if I don't use any electricity and the carrier charges. Since i renewed I hope i got a good price on the actual usage charge.
Richard, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
We're glad you enjoy the service HC! If you have concerns you may send those to us at dedigitalcare@directenergy.com. Sincerely,- Henry
— Direct Energy on June 7th, 2017
Great energy
I've had nothing but success with direct energy. Have no knowledge of promotions. Would recommend to others I have.
Pattock, we want to thank you for being a loyal customer. Providing great customer service for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
— Direct Energy on May 5th, 2017
GREAT COMPANY
Have always had good service looking forward to being a loyal customer for years to come !
Thank you, Michael. We look forward to serving you for years to come. Have a great week! - Ally
— Direct Energy on May 8th, 2017
Hi Ray! We are happy to hear you are enjoying our partnership with Plenti. Many thanks. - Ally
— Direct Energy on May 8th, 2017
Thank you for sharing with us. Have a wonderful week! - Ally
— Direct Energy on May 8th, 2017
Good and prompt service.
The Representative immediately lowered our rate and we renewed our contract in no time at all. He even made it retroactive for the previous month.
Thank you for renewing with us. We are glad we were able to make the contract renewal quickly and to your satisfaction! - Ally
— Direct Energy on May 8th, 2017
I don't worry about anything
Fast to order and connect and extremely affordable
Thank you for leaving us a rating! We are glad we were able to meet your needs. - Ally
— Direct Energy on May 8th, 2017
Never in the Dark
When our contract was up I called and negotiated a new rate and our loyalty was considered in the rate we received. What a blessing. It made me feel you appreciated my business.
We do appreciate your loyalty to us, Teresa. We thank you for your continued devotion. Warm regards. - Ally
— Direct Energy on May 8th, 2017
We are happy to hear your transfer of service went smoothly. Have a splendid week! - Ally
— Direct Energy on May 8th, 2017
No problems here
Never had an issue with Direct Energy. Customer service is friendly and knowledgable. Will use them over and over for my energy needs.
We love hearing about our customer's experience. Thank you so much! - Ally
— Direct Energy on May 8th, 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
Anthony Laird
I have enjoyed the services that I have received.
We hope to continue providing you with a delightful experience. Thank you. - Ally
— Direct Energy on May 8th, 2017
Excellent Company
You guys need to keep up the good work that you are doing.
Thank you for the encouragement! We will continue to improve processes to provide the best customer experience possible. - Ally
— Direct Energy on May 8th, 2017
Issues with making a payment
The lady on chat helped clear everything with, Malinda was her name. Very helpful
Thank you for taking your time to rate and review us. We will be sure to let Melinda know the positive feedback! All the best. - Ally
— Direct Energy on May 8th, 2017
Customer Service sucks
I was calling as new customer to find out when mt order would be completed. Everyone I talked to barely spoke English and after going through 3 people I finally asked to be transferred to an American and the lady was very rude and told me No. I asked to be transferred to a Manager and she told me No, then hung up on me! I will gladly pay more money with TXU than to have to deal with this incompetent people. I have never been so put off by agents. If you are going to outsource you need to train your staff how to talk to people! Absolutely disgusted!
We apologize for the customer service you received. This is not the experience we want for you. We would be happy to assist you with any questions or concerns that you may still have. Please contact us at dedigitalcare@directenergy.com with your name, address, and phone number. Look forward to assisting you soon. - Ally
— Direct Energy on May 8th, 2017
Great Customer and Chat
Melinda from Direct Energy was great from Oklahoma, straight to the point, saving me hours of searching on the web...She took the time to listen (read) and answer all my questions very quickly...
It's not just the rate what counts, it's the whole experience!
We completely agree and we strive to make the whole experience exceptional. We will be sure to pass on your feedback to Melinda. Many thanks. - Ally
— Direct Energy on May 8th, 2017
Thanks for letting us know you like our chat functionality, Charles! - Ally
— Direct Energy on May 8th, 2017
Thank you for taking your time to rate us. We are glad we could help. Have a great day! - Ally
— Direct Energy on May 8th, 2017
Excellent Customer Service
They get to the point and handle it professionally and efficiently. Am very happy with my service and my rates.
Hello, Maria! Thank you for your feedback! We are thrilled to hear you are happy with our service and rates. Warm regards. - Ally
— Direct Energy on May 8th, 2017
There's No Other
I am not sure how long I have been with Direct Energy but I remember when they first came to my house years ago and told me of the fixed rate from them. I was interested and would not want to lose them. It is one of the best deals that I have ever made.
Thank you, Ellen. We are glad we were able to service your needs from the time you signed up with us until now. We appreciate you remaining a loyal customer. - Ally
— Direct Energy on May 8th, 2017
Thank you for taking your time to rate us. Kind regards - Ally
— Direct Energy on May 8th, 2017
Rate Change for Electricity
Contacted Direct Energy to check on rates, because my current plan was scheduled to expire. Used the Chat, because there was some discrepency in signing up. The chat rep (Melinda) helped me clarify some things and got me on the right track. Although I do have one little tidbit to add- If your a returning customer, there should be other cheaper rates for customer loyalty!
Hi Rich! We will be sure to let Melinda know your feedback. We are working diligently to improve our process for a better customer experience. We appreciate you providing suggestions on improvement! - Ally
— Direct Energy on May 8th, 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
Live chat
I used thr online chat, and the agent Melinda was very quick and answered my question. She was very professional and nice.
Thank you for letting us know! We will forward the great feed back to Melinda! Have a great day. - Ally
— Direct Energy on May 8th, 2017
EXCELLENT, QUICK ASSISTANCE
I just used the chat to move up an order I had placed. It took less than 5 minutes to type, wait, and end conversation! Thanks for great service!!
Hello Heather! Thank you for your feedback. We are glad we could assist in a quick result. All the best. - Ally
— Direct Energy on May 8th, 2017
Gli
Spoke with Melinda on your on line chat. she was efficient and very helpful!
Thanks for the feedback! We are pleased to hear that Melinda on chat was able to take care of everything you needed. We will make sure to pass along this wonderful feedback. Have a great day! -Cole
— Direct Energy on August 23rd, 2017
Just awful.
In December 2016, Direct Energy cut my power 9 days before the $98 bill was due. It happened sometime that morning and I awoke to a cold, quiet house. My wife and 2 year old proceeded to get ready for the day in the dark. I contacted Direct Energy by phone and spent 20 minutes on hold before speaking with someone who said the bill was past due. I took screenshots of the bill which clearly show a previous balance of $0 and a new balance, due in 9 days, of $98. After approximately 1 hour of explaining an re-explaining to the seriously lacking customer service folks, I was told that the power was accidentally shut off and it would be on in 1 hour. I left for work and returned home 8 hours later with my 2 year old to a cold and dark house. The power was never turned on. I contacted Direct Energy and went through the same experience as I did in the morning. I refused to hang up the phone until the power was back on. 2.5 hours later, the light returned. After at least 12 hours without power, most perishables were spoiled. I never received as much as an apology. At least $300 of food. The entire experience was awful and humiliating. I cannot express how terrible the customer service was and how frequently they were dishonest during my many interactions. If you care about your family and ensuring they are warm and fed, you must choose a different provider.
Good Afternoon. We sincerely apologize for the disconnection and the customer service you received. We appreciate you taking the time to provide your personal experience with us. We are working diligently to improve our processes within our company to ensure that we have consistently great customer satisfaction. We would be happy to look into this for you. Please contact us at dedigitalcare@directenergy.com with your account number, service address, and phone number. Kindest regards. - Ally
— Direct Energy on May 8th, 2017
Customer Service
I chatted with Michael C. on the website today because my email address was incorrect and I could not get it fixed even though it showed the correct address. I had set up the account with a previous email address but switched to a new one. Michael helped get it corrected in less than 5 minutes. I have been very pleased with the service I have received from Direct Energy.
Thank you for letting us know how your chat experience went. We will be happy to forward your feedback to Michael! Have a splendid week! - Ally
— Direct Energy on May 8th, 2017
Pleased customer
Customer for 3 years and have had good results. Good customer service. Would recommend
We hope to continue providing you with excellent service for many years to come. Kind regards. - Ally
— Direct Energy on May 8th, 2017
Hi Gilbert! We are always happy to help. Thank you for taking the time to rate us. All the best. - Ally
— Direct Energy on May 8th, 2017
Great Company
Not only are the rates awesome, the customer service is just as awesome!!
Thank you for the great feedback! Please let us know if there is anything we can do to improve. Always feel free to contact us at dedigitalcare@directenergy.com. Sincerely, - Henry
— Direct Energy on June 5th, 2017
Exellent
Good price, you can chat with them.
Glad to hear you enjoy the rate plan you have! Thank you for utilizing our chat feature as well! We are glad you enjoy it. All the best, -Cole
— Direct Energy on August 23rd, 2017
Thank you for the great feedback Kimbo!
— Direct Energy on June 5th, 2017
Was disappointed at first after being told if I switched I would get a lower rate.
Direct Energy has finally found a plan that really reduces my bill and I am very grateful!
Hi Martha! We are happy to hear we could assist you in lowering your bill. Thank you for being a loyal customer. - Ally
— Direct Energy on May 8th, 2017
Direct & Energized
I had an excellent customer service associate who applied affordable rates to my account. I was very pleased on how professional she was and courteous. I highly recommend Direct Energy to all and will continue to promote the service to anyone I come in contact with.
Hello Mario! Thank you for sharing your experience with us. Have a good day! - Ally
— Direct Energy on May 8th, 2017
Very happy customer
Customer service is great and rates seem real good, also I like plenti points!
Hi Patricia! It's great to hear you are able utilize our partnership with Plenti. We hope you have a great day. - Ally
— Direct Energy on May 8th, 2017
Great Customer Service
From ordering to follow up, I have had only excellent experience with the customer service department. There were no delays in getting connected and no problem since.
Thank you for being a loyal customer! We do our best to ensure our customer are taken care of and we are happy to hear we have met your expectations. - Ally
— Direct Energy on May 8th, 2017
Thank you for the wonderful 5-Star rating! -Kate
— Direct Energy on August 21st, 2018
Direct Energy Service
Every dealing I have had with direct energy has been positive and friendly. Great company!
Hello Cindy! We strive to provide the best customer service experience possible. Have a great day! - Ally
— Direct Energy on May 8th, 2017
Excellent Experience
I am please with first the customer service person who answered the phone with a pleasant voice. This person answered all my questions knowledgeably. It Was an excellent experience.
Hi Sandy! Thank you for your review. We are happy to help and give the most accurate information to our customers. We appreciate you being a loyal customer. - Ally
— Direct Energy on May 8th, 2017
Excellent
Price quote excellent - service excellent - was happy last year so renewed for 2017
Thank you for your review, Roxie! We are excited that you are happy with our services and decided to renew with us. We appreciate you being a loyal customer. - Ally
— Direct Energy on May 8th, 2017
Poor customer service
Customer service representative who claimed to be Eddie kept pushing mute as I stated my claim & playing on the phone and would not transfer me to the United States. After being transferred, the other guy who had a better understanding accent who claimed to be Fabian, transferred me back to someone who was already laughing as if they were juggling my call within the same vicinity. I'm so disappointed in this company whom our family been with for over 10years. Cheaper is not always better;and that's for the company.
Anitra, we apologize that your experience was less than exceptional. Our goal at Direct Energy is to provide the best service experience always. We would like to investigate the agents behavior and provide the appropriate feedback. Please send us an email with your account number and address along with a good contact number to dedigitalcare@directenergy.com. Thank you, - Jane
— Direct Energy on March 19th, 2018
Three years and still happy
I signed up with Direct energy in 2014. In May of 2016 we flooded. I had to sadly cancel service until I could move back home, the manager took very good care of me. I received their service again on 10/24/2016. I have yet to have a bill over $110.00. I am on the free weekend service. I do all of my laundry and power using chores on the weekends. I am so very happy with them. I was paying over $200.00 with Gexa. I would recommend using Direct Energy and signing up for Free Weekends. Txu power only gives you free power over night until 6 a.m. Thank you Direct Energy.
Hi Kathy! Thank you for your review! We are so happy to hear you are benefitting from our competitive prices and we appreciate you being a loyal customer. Have a great day! - Ally
— Direct Energy on May 8th, 2017
Thank Goodness for Great Customer Service
Contacted them on Chat.... very responsive to my request and was handled in a timely manner.
Hi Phillip! We appreciate you using our chat option and we are glad we could help. Thank you! - Ally
— Direct Energy on May 8th, 2017
Thanks Debra. We strive to provide outstanding service to our customers. Please don't hesitate to reach out if you need us. - Cole
— Direct Energy on March 19th, 2018
Awesome Customer Service
I have been a DE customer in the past. was able to return due to a move to the Victoria Tx area
Thank you for shout-out Mike! Please let us know if you have any questions. You can email us at dedigitalcare@directenergy.com. Sincerely, - Henry
— Direct Energy on February 28th, 2017
Exorbitant TDU charges
Initially signed up I was told that TDU charges were included with my cents per kilowatt after getting my first bill I found out that was a lie my $250 bill turned into a $400 bill with $150 in TDU charges do not sign up with this power company. Needless to say I am canceling my contract with them and will probably have to pay the remainder of the contract
Hi Jim, I apologize for the delay in responding to your review. We certainly are happy to assist in anyway that we can. I am sincerely sorry that the rate was not communicated accurately. Please email us your account number and address to dedigitalcare@directenergy.com for further assistance. Thank you for your review. -Eris
— Direct Energy on October 17th, 2016
Down Web site
I have been trying to move my service to direct for 2 weeks. I finally spoke to a customer service person that informed me that their website site was down. I could not move my service unless I did it by phone.
I do not do business that way. I use online services ONLY. If I were to set up an account by phone, I would still not be able to pay my bill online. It amazes me that a company would let their online services be down for two weeks. It shows me that Direct Energy is not a customer service oriented company. I will choose a provider that has a up and running online server.
Hi, Bill. We apologize for the delay and are sorry to hear you went with another provider. We can definitely understand how important having the online option available and apologize for the frustration our technical issues caused you. If you have any questions in the future, please email us atdedigitalcare@directenergy.com. -Elle
— Direct Energy on October 3rd, 2016
Great customer service
Yesterday I heard about the offer that Direct ENergy has that gives you 100 free days of electricity. I ordered online and it was extremely easy.
Thank you for the great review Brandy! Please let us know if you have questions! You may email those questions to dedigitalcare@directenergy.com. Sincerely, - Henry
— Direct Energy on August 31st, 2016
Switched without permission
I was called on a Saturday morning about changing my electric provider. I told the young man that I thought I was on a contract with TXU and would not have access to the information to confirm until Monday. He insisted that I give him all my information so he could get everything set for me to agree on Monday to switching. He even told me that Direct Energy would cover any cancellation fees from TXU. We discussed several times in the course of the conversation that I was not agreeing to this change today. Monday morning I got an email thanking me for switching to Direct Energy. I got on the phone and started telling my story. I was told my service would be transferred back to TXU. I filed a complaint against the sales rep and was told I would not be charged for any changes. I have everything straight with TXU, but I am still getting a bill from Direct Energy. I did convince them to stop calling me (5 times one day) and that I didn't owe them anything. I thought it was over and today there is a bill in the mailbox! If you are thinking about changing over, I hope you read these reviews and save yourself some grief.
Hi Janna! We sincerely apologize for the delay in our response, and we want to make sure that you were properly assisted with your concerns. If you're still needing answers to any of your questions, please email us your account number and address to dedigitalcare@directenergy.com. We look forward to assisting you! All the best, - Henry
— Direct Energy on August 31st, 2016
Direct Energy scammed me to sign up
I was offered a $400 gift if I signed up. I switched and then was informed that I would have to be with them for 6 months before I get the gift card. I waited the 6 months and I received an email to a link to receive my gift card only to find out that it didnt work. Plus I was only eligible to receive $200 not the full $400. I would have to wait another 6 months to collect the rest. They wasted a lot of my time and I never received the gift card. Then when I switched they charged me a $300 Early cancellation fee. They are a bunch of crooks. Do not sign up with this company. You have been warned.
Jose, we would like to look into this with you. please email us your account number and address to dedigitalcare@directenergy.com. We look forward to hearing from you. All the best, -Jane
— Direct Energy on February 8th, 2017
Still haven't received my refund!
I had prepaid service through Direct Energy. I transferred my service with. 52.76 balance left on my account. I was sent a text message from this company advising I would have a refund of my balance minus 2.50 within 4-6 weeks. I called and was advised that it could not be put back on my card, refunds had to be mailed. After 6 weeks I still had not received my refund. I called and spoke with a customer service agent and 2 supervisors. Still got no where. I am now currently speaking with office of the president with Direct Energy. I was advised that a refund was put on my card on January 19,2016. #1 this lets me know that I was lied to from the beginning that they couldn't do refunds on my card, #2 I still have NOT received my refund on my card. I was told to allow 3-5 business days. Today is the 7th business day and still no refund. I've contacted my financial institution twice to ensure its not a error on their end. It's been confirmed that no deposit has been made from Direct Energy. That as soon as they receive the funds it will be deposited in my account. So I'm telling Office of President agent that I have been dealing with this information and yet nothing has been done. I still don't have my refund of my money. This company has showed no empathy at all and seems to have no answer as to why it's been 8 weeks and I still don't have my refund. I would NEVER do business with this company or refer them to anyone. I'm really thinking of pursuing an attorney.
Vanessa, we sincerely apologize for any misunderstanding and frustration we have caused. We would like the opportunity to look at your account further. please email us your account number and address to dedigitalcare@directenergy.com. All the best, -Jane
— Direct Energy on February 8th, 2017
Paid but power was still cut off
I paid my bill at 6:15AM in the morning. Between 8:00AM and 12:20PM the same day my power was cut off. I don't understand why. At least they cut it back on before I got home.
Service really sucks....
Choose another company, I am going to transfer my service today
Eric, we sincerely apologize for the frustration we have caused. If you still have any concerns or questions please email us your account number and address to dedigitalcare@directenergy.com. All the best, -Jane
— Direct Energy on February 8th, 2017
TERRIBLE COMPANY!!!
After using this company for over 9 years today i have been let down and will no longer recommend this company to anyone! They do not believe in customer service but more upholding a company policy instead. Personally i dont want to give a company my money when they could care less about helping meet my customer needs. They disconnected my services this morning ( never have i had my services disconnected) over $40 that i was unaware that i didnt pay because their online services didnt notify me of a disconnection or the actual balance that was owed. i know they have always had issues with there services weither it was mail or online because nothing ever match up or was correct. i always ended up over paying through the mail and now apparently under paying online. I spoke with the supervisor who only remaind quet and only preached what was obviously something she had been trained to say which was that is what the company policy states. Oh and to add to the fun they added a $29 reconnect fee. well i will be looking for a new company today and i will contine to give bad reviews for this company where ever i go!
Natalie, we would like the opportunity to look into this with you. Please email us your account number and address to dedigitalcare@directenergy.com. We look forward to speaking with you and addressing your concerns. All the best, -Jane
— Direct Energy on February 8th, 2017
Glad to finally switch - what a relief
Ridiculous. Every time I call them for anything it is at the very minimum a 1-2 hour ordeal. Have been handed off an embarrassing amount of times. Literally - they handed me off 5 times! each service rep saying that my question was not in their department. One customer service rep even transferred me without even saying so after he overheard me laughing due to the ridiculous number of times I was being transfered already (probably didn't want to be responsible for a poor customer survey)- can you believe this? Each switch took 5-10mins, so it took about an hour before I spoke to someone who had any idea what was going on. To be fair, there are a few reps that are good, but the vast majority are not well-educated on their company.
Also, I'm not sure I'm the only one with this problem, but every time I call them - on a land line no less! - the customer service rep's voice is near inaudible, and he seems unable to hear me. This happens with no other company I've had the displeasure of dealing with.
Bottom line - I hope you can get a good price with them, but the customer service really is horrible for current customers at least, sad to say.
We would like to thank you for taking the time to leave valuable feedback, and we apologize for the experience detailed in your review. We are very disappointed to learn that we lost your business. We hope to have the opportunity to regain the trust and partnership we value so much. We wish you the best. - Emma / Digital Care
— Direct Energy on June 16th, 2020
Direct Energy 10 year customer
I have had direct energy for a little over 10 years and have had a great experience. I have found that enrolling in online auto pay helps me to never worry about a late payment and allows me to establish good credit. The other thing that has helped is always enrolling into a plan to save on the cost per kilo. Currently I am paying .13 cents and that is outrageous but looking over the plans I could be paying .8 cents per kilowatt. I have recommended direct energy before and I will do it again. Have never had an issue in 10 years. Although I am currently checking into clean energy plans so if they do not offer that then I will change to another company if the price is right.
Melissa, we want to thank you for being a loyal customer. We are pleased to hear that you have enjoyed being with us, and that you see the value in the service we offer. We understand how important it is to save money and we are happy that with us you are able to do so. All the best, -Jane
— Direct Energy on February 8th, 2017
Direct Energy will rip you off
PlansI found out I was placed in a plan that I did not authorized and told them to put me in a better plan than .14 way to high. Was told about Free Saturday Power for 12 months. Requested to be placed in that plan and was told it would take only 3 days to changed. Called back the next day after finding on the DE website that in fact it takes one to two billing cycles to change a plan. CS rep became frustrated, combative and argumentative when I called him out on the discrepancies. CS rep talked over me talk me and said that the person I talked to yesterday was new and didn't know and that training was taking place. So, I asked him if I was placed in the Free Saturday plan or not and he replied that it would have to be investigated what plan I was placed in and what the previous CS rep did. I would not let him off the hook and asked again when would the new plan take place and he placed me hold. Came back to the line to say that "a plan" had taken place but he didn't know which one and that I requested that the plan be back dated as it showed the "plan" (with free Saturdays) had been backed dated to 7/14/15. I told him that was a lie and that I did not request that nor did I have the authority to do that with ANY electric company. He suggested I wait a few days and call back to see what was investigated . I hung up and went to the DE website and found that I was enrolled in a "family and friends plan" at a rate 8.2. I became even more baffled and looked up this plan and found that it is suppose to used for family and friends of employees of DE. They never told me the name of this plan, explained this plan to me nor did I give them permission for this plan even though it appears to less than the Free Saturdays plan. I called again a few days later (8/7/15) to ask again what was the name of the new plan that I was placed in and they placed me hold even after giving my name, phone number, security number, address and they still placed me on hold as usual. CS rep returned told me that my new plan was called "Live Brighter Plan" which totally conflicts with what is on my account manager page, however, he did state that the rate was 8.2. I asked if this plan included free Saturdays and he said NO. I became very angry and told him that I was told that my new plan was suppose to include free Saturday and he said this was the better plan. I then inquired about cancellation and he stated what their policy was of 135.00 dollars, that I had to call the cancellation department and that it would take two months. I told him that was insane. I ended the phone that was taking way to long to do the simplest things with DE.Customer Service is a joke. Placed on hold for the simplest questions like what is my current plan or current rate. Placed on hold for several minutes just for that. CS representatives is rude, give conflicting information from one rep to the other from what the website says (when that is working) talks over you, gives excuses, blames the consumer for their error, gives you the run around, talks over and down to the customer. Also, reps have hung up on me several times mid conversation or pretended they could not hear me.BillingI've notice over the last several months how my bill has soared even though I am decreasing my usage. I've tinted my house windows, dark blinds, unplug, use little lighting and keep my temp at 79-80 degrees in Hot Galveston, Texas. I also noticed the charges were different and new ones added like an increasing charge DE has listed as Centerpoint Delivery Charges which I've never seen before and called to inquire about. I was told that DE is now dividing what they charge and what CenterPoint charges. Even with that explanation I still did not understand how and why my bill was doubling and steadily increasing. I feel totally violated by DE's customer service, deceptive billing, changing my plan without my permission or knowledge, the lack of communication and explanation of anything and what appears to me as total theft by deception which is criminal. These people should no longer be in business and should be in prison. I am going to cancel with this company even though I know that will be a battle and they will block my efforts to so by either not cooperating, adding frivolous charges to my account and just simply not turning off the power so the NEW company can turn it on. I feel bullied and RAPED by Direct Energy!!! This company has the greatest number of complaints in the state of Texas and there are several blogs and website dedicated to warn consumers. There are thousands upon thousands public horror stories from previous DE customers and what they experienced. If these very things were done by individuals or small business they would have been charged, arrested, jailed and have to serve a prison sentence.Went to the Texas Public Utility Commission website to read and learn my rights and how to go about cancellations with Direct Energy .
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.
Direct isn't any good.
They sold me an in-home wiring warranty plan and when I tried to use it nobody at the company seemed to know what it was. I couldn't get any service for the plan I was paying $5.50 a month for. But the major problem with them is they started passing along $50-$70 a month in electric provider fees without letting me know about the change. Couldn't believe it when I looked at the bills. They used to be competitive but now have snuck their rates up without telling any of their customers.
Worst service ever.
As I type this complaint I have been attempting to simply disconnect my electricity service for over 45 minutes (second attempt this disconnect) but due to the "automated answers" and customer service reps unable to assist my request I have been unsuccessfully transferred or disconnected to other reps who have been unable to complete the task at hand. One rep in particular had me on hold 15 mins. After returning to the line, he simply said "noone is avail to help". I said, "okay". Pause. Pause. Pause. He offered no resolution and simply became mute to my questions. All I needed was a disconnection in which I had attempted to resolve 5 days ago in but was put on an excessive hold at that time as well. Now, as I am typing. Less than 3 minutes was I finally able to speak to live rep, give forwarding information and be done. I AM BEYOND FURIOUS. 3 min???? Are you serious?? This could have been simply handled but the way in which Direct Energy handles incoming calls with automated system is broken, to say the least. I am an efficient consumer and expect to handle my electricity payments responsibly. I can only expect the same professionalism with the electric provider. Rest assured I will NEVER be a Direct Energy customer again.
Switch without Concent
This company is horrible!! They switched me from the month to month to the power to go without my concent and when I asked to get switched back they told me it would take 45 days! Mean time I'm without electricity even after I explained to them that I have a parent with terminal cancer!!! They didn't care and they have the nerve to call me and ask me 12 days before my last bill is due what kind of payment I wanted to keep on file for them to run on the due date!! NEVER WILL I GO BACK TO THEM!!
Repeated Dunning Notices for Early Termination Fee that was promised to be waived if Imoved
You may cancel without penalty if you move to another location and provide evidence of the move, such as a forwarding address and any other reasonable evidence that you no longer occupy the service location and you agree to provide us with at least 14 days advance notice of your move date.
This is what their booklet and reps continued to tell me yet I provided a months notice and forwarding and am still getting dunning calls and bills. I paid the entire usage off in full so they are just trying to squeeze the $300.00 ETF that they told me repeatedly I don't owe, out of me.
MISERABLE HORRID EXPERIENCE
If there were a burned out light bulb rating system, to gauge this company, I would give it 5 burned out bulbs! That's how difficult it's been to deal w/reaching them, accessing my account, dealing w/bouncing around customer service reps - 4 x the other day, to only get one I could not understand, kept either playing a recording or talking incessantly. I finally got through to a decent one today, but it took two calls. I terminated my service, and WILL NEVER RECOMMEND THEM TO ANYONE.
Change your plan w/o warning and cannot access online account!
They started out great, then after 6 months to a year we realized they switched us to a variable rate plan when our bill was ridiculously high in the winter without having used the heat at all. We called and had them change it, but in 6 months they did it again. Not only that, but we have not been able to access our online account for the past 8 months, supposedly due to "website difficulties". When we have called, they say they have to transfer us, but conveniently that office is always closed or busy or it just hangs up on you automatically. They sure don't have a problem charging you late fees even when you literally can't sign up for auto payments. So done with this company.
Terrible customer service
I was new in the area so they required a $400 deposit to open an account, which was ok. The deposit would be "refunded when your bills are paid on time for 12 consecutive months".Fast forward 10 months and all my bills had been paid in time. The 11th bill was more than double from any bill I had received from them, including the hot summer months when the A/C is on full speed. Mind you, the 11th bill was for November when the bills are usually a lot lower. 10 days before the bill was due I emailed them asking what the bill was about. It took them 5 days to reply, and I tried to call them several times during those 5 days. They apologized and blamed it on internal billing issues. I asked them to give me the correct amount so I could pay the bill in time. They never replied to my email so I kept calling them but since they never picked up the phone after 25-45 minute on hold, I gave up. One day before the bill was due, I just paid the full amount, even though it was wrong. I didnt want to mess up my 12 months of paying on time. But of course, they received the payment 1 day late. I then paid the 12th bill on time and contacted them for the deposit, but since I was one(!) day late on the 11th bill, I did not qualify for a deposit refund and had to make 12 new payments on time. I was pretty pissed but, for some reason, I decided to stay with them. Fast forward again and I had 12 payments on time and contacted them again for the deposit refund. And guess what, the deposit would be refunded towards the account balance and used as a credit towards future invoices.Excuse me?! Towards future invoices? What exactly does that mean? I asked them if they could just use those $400 for the next invoices until the deposit account was "empty". No, it "didnt work that way". I asked them for an explanation but never received one. So, you can imagine if they require a $400 deposit from, lets say maybe 5000 customers or whatever - that would give them $2 million which they could just keep and, on top of that, get interest from. So their customers is actually giving them a free loan and THEY get the interest. If thats not a scam, I dont know what is. A deposit is YOUR money and its supposed to be paid back in full, as long as you dont violate your contract in any way. Yes, I was one(!) day late the first time, after THEY made a mistake on the bill. It would not surprise me if they did that deliberately.I cancelled the contract and moved to another provider. I asked for my deposit (again), and they sent me a check of $150. I asked them where the rest of the money was. Of course, that was kept as termination fee. Worst company I have ever dealt with. And dont expect to get any answers or explanations from them. If they do answer, its just jibberish and they always leave you stranded if you ask them the "tough" questions.I would rather live in the dark than to give these folks my money.
Do not use their service!!!
This company is horrid! Signed up for paperless billing after not receiving paper bills. Emails would show up a few days before the due date.You will get charged late fees and collection recovery fees for a payment posting a day later. Also expect to receive a disconnect notice the day after your payment is due. These people read off of a script and are of no help when you call in. I have never had any issues like this with other companies. Not to mention that their website is crappy if you are even able to log on.
They scammed me and beat me down
I signed on for balanced billing last year paid 225$ a month. Labor Day weekend I received a disconnect notice for 1498$!! I was so upset. I called right away....my balanced billing was canceled with no notice or explanation. I was treated like a criminal because I didn't have 1500$ laying around to pay them. I was hung up on 3 times on the phone having to start from scratch each time. I finally got a guy who would set me up with a payment plan. 555$ due September 8th with first payment due of 88$ due to coincide with my current charges. Paid 600$ September 8th and 520$ October 10th (bill due date) received disconnect notice. Started calling and being hung up on again. They acknowledge my payment arrangement was set up incorrectly and did not coincide with my bill as stated and said my payment plan was broken because it was due the 8th. I requested my payment plan be reinstated to which they replied they can not because ivy payment plan was broken.....finally they agreed to a new plan but I would have to pay 245$ right away. Again I'm offered charity because after paying them a mortgage payment I do not have 245$ today. If this single mother has a heart attack and dies in her sleep tonight someone please sue the hell out of these scammers on my behalf!
Great customer service experience
I had a problem with my bill and had to call Direct Energy the other day. The rep was extremely helpful and resolved the issue without any push back. A pleasant experience for an industry that is definitely not known for their customer service.
Very Disapointed
I took over managing a business that used Direct Energy, We would typically receive the bill less than a week before it was due which was annoying but something we can all work around but can be a little hard to juggle at times. My issue came when our contract was ready to be renewed, They gave me there rate and it wasn't completive so we decided to switch to another provider. My mistake was telling the sales rep who I had been talking to for about a week while looking at options that I wasn't interested and wanted to cancel, the sales rep did not inform me that in order to cancel I must talk to customer service that nothing I said to the sales rep mattered for cancelation. Now I'm getting billed at twice the standard rate. I believe that this system is manipulative and is designed to take advantage of customers who are looking to cancel. I admit I didn't follow the correct procedure according to our contract that was signed long before I started, but anyone in the business should have been able to inform me that when I said I needed to cancel which department I needed to talk with.
Horrible billing policies
Month after month we have seen bills not show up until 3-5 days before the due date. If you pay the bill as soon as it is received, you are still likely to receive a charge for being past due as they do not credit the payment to your site until several days after you make the payment (even if you make the payment on their web site or using their phone service. We have received cut-off notice emails three days after a phoned in or online payment was made! I am convinced that they are holding off on mailing invoices and then holding on time payments to post after the due date in order to charge their past due fee to as many clients as possible. This is a fraudulent business practice and should be investigated.As for me, fortunately I have a choice in who my electric provider is and it will no longer be Direct Energy!
Leaving Direct Energy
After nearly two years of Direct Energy, I changed to a new provider, last week. My bill had gone up substantially over this time, last year. That gave me the incentive to go ahead and move my service. I have regretted being with Direct Energy from the first month. PROBLEM: they start calling immediately (well before the due date) with "subtle" phone messages of "an important matter, regarding your electric service". This gives the illusion that they are about to cut your service off. The number I gave them, is my business line (my mistake). But, I cannot have "collection calls" (especially unwarrented ones) on my business line. Also, I had signed up for Direct Energy for my (deceased) parent's house, at the same time I signed up for my service. Since then, the house has been transferred from the estate to one of my siblings.. We tried to move the service on that residence, into the (new) owner's name and were told the rates were contingent upon the bill being combined with my residence and that if we separated the statements (one bill going to each owner) that our rates would go up. I have been paying the bill on my parent's (former) house and recouping the money from my sibling. What I found most interesting was that each residence was billed at a different Kw rate even though I signed them up at the same time. And, I thought, at the same rate.. I could not see how mailing (or e-mailing) the two statements to two separate owners would justify a rate change.. BIG, BIG, BIG headaches. Not worth the "saving" to deal with these yahoos.
STAY AWAY!!!!! 4years out and still no $20 bill credit!!
Originally started and was supposed to get a 20$ card, but due to their error I did not receive it. Called more than once to resolve this, got nothing in return till finally they told me that I would be getting a 20$ bill credit....... 4 years later NADA, NOTHING, ZIP. Not to mention the horrible price hike they hit me with. If you're late 1 day the harassment begins. When I harass them about my $20 no one can answer F THIS IM OUT!!!
Fraud Alert!
I had 2 accounts with this company taken out at the same time. They say they stay current with the economy's needs but she found over the last several months they had beenraising her rate monthly. When addressed about this issue they refused to help. They doubled her bill in less than 6 months. Complete fraud! Do not use this company.
STAY AWAY!!!!
I signed up for a 24 mo contract at .08/kwH. They magically have no record of said contract so they put me on a variable rate plan with no consultation of course. I have called virtually every month to get this fixed and either get my account credited back with all the over payments or send me a check. This week I get an email stating they've now put me on a fixed rate plan of 19.8/kwH. ARE YOU KIDDING ME?!?!?! Naturally no one from customer service nor their "supervisory" level can seem to figure it out. Its the most ridiculous thing I've ever seen. This company is beyond inept, they are a flat out scam. Should've known when they aren't registered with the BBB.
Unable to correctly manage automatic payments
Expiration date changed on card being used for auto payments. Received notice for late payment. Made payment and changed information. They were unable to get automatic payments to work from that point. Talked to customer service. They were nice but had no explanation and had to go back to paper payments. Very inefficient company in my opinion.
The worst company ever
This has been the worst company that i have used for electricity. Customer service is very bad, everyone at the customer service tells you something different. They raise rates although it is not on your plan. They can not even do the simplest thing. Please please don't use that company!
AWFUL! STAY AWAY!
By far the worst company out there. HORRIBLE customer service. The company is out to deceive you. It is an absolute joke that they have a referral program because no one in their right mind would refer unless they are pulling a cruel prank on their friend.
Free Saturday, 10.4 Mon thru Friday Lies
I validated with no less than 3 reps that the advertised rate was indeed 10.4 and every Saturday free, midnight to Midnight. I left better rates behind thinking I would save money with free Saturdays and am stuck 24 months, unless I move. Saturdays may be "free" but the 10.4 rate they claim you are receiving is untrue. They are guestimating what your free Sat may lower your obnoxiously high per kilowatt rate DOWN to and they DO NOT TELL YOU THAT when you sign up. 3100 square feet and a home over 100 years old, clearly I am always looking for the best kilowatt hour deal. so now I'm good and pissed off and I make sure on Saturdays I turn every light on every fan on every electric thing on that I possibly can turn on. I reallywant to help the environment, but right now I'm just bloody angry. considering moving
Landlords and Tenants Beware
As a landlord and Direct energy customer, I was happy using the prepaid service while I was between tenants at my rent houses. When a new tenant moved in and tried switching power into her name using Direct Energy. I was told that the account cannot be transferred into her name, rather the tenant would have two wait 3 days until the system could close the account at which time a new account could be opened at the house. After probing into this odd process for long enough, they said that I could speed up the process by submitting the lease and tenants drivers license to assure them that they were really moving in there. It was the most backwards day of dealing with a utility provided I've had yet, and I've had many.
Poor pricing, mediocre service
We have struggled with this company. With the latest snafu, we underpaid a bill by $12 due to a misunderstanding on our part. Shame on us for the mistake. However what was aggravating is that the company cancelled our service without so much as a phone call. With the rates they are charging us now that we are month to month this level of service doesn't fly. We are shopping for plans now and see rates that are ~40% less than what we are paying with them today.
Liers! Beware of transferring your account.
Started with Direct Energy at an apartment that I was living at for three months. When I moved I called to cancel with Direct Energy. They convinced me to stay with them and "transfer service" so I did. After reviewing my bill three months later I realized I was still being billed for the old address on top of my new address. When I filed a complaint I was told I cancelled my disconnect service request and never called back to schedule the transfer. Meanwhile they added service to the new address. When I asked why would I need service at two locations they had nothing to say expect I never requested to properly disconnect the old service. That's because they conned me to saying I want to transfer. Word of advice, don't use Direct Energy but if you do when moving to a new location, confirm a disconnection date with them. They lied and said things I never said to make it benefit themselves. The customer service rep and supervisor were rude and should not be in a customer service role.
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.
DO NOT RECOMMEND
If you are in a temporary home such as an apartment. I would STRONGLY advise you not to use this company! Horrible customer service and terrible rates! You might as well stick with a contacted electric company.
Direct thievery
I moved one block over and switching electricity has left me and my kids in the dark. I have a 41.00 dollar balance but I've been given the run around lied to and told that the floor supervisers don't have supervisers don't have supervisers. They are holding on to my 41.00 dollars and have cut off my lights because supposedly my balance is too low. Well if they would give me my balance from before my move that is being tied up with "unfortunately I cannot help you'd" I would have a higher balance. This company has blatantly robbed me! Who can help me with this. I have called direct energy and center point and Texas electric commission. And here I am with no power although this company has my unspent money.
Good Service
Service has been good. No billing problems and rates as promised. Contract is about to expire and will go with someone else as DE's energy costs are now not competitive with the current market.
Horrible service and deceptive billing practices
Direct Energy has the absolute worst customer service. I was placed on a higher rate plan than I had signed up for. It is almost impossible to get a hold of a human being in customer service to rectify problems, and when you do, you will be speaking to outsourced staff from outside the US who basically read from a script. I was told I was wrong, that I had signed up for this higher rate plan, and they were not willing to accept proof (the EFL and confirmation from PowertoChoose.org when I signed up). Once I contacted the Texas Public Utility Commission, all of a sudden they were willing to look at the issue. Of course, once they were forced to correct their error, the horrible customer service continued in the form of treating me like a deadbeat for not paying the overcharges while waiting 1-2 months for them to issue a credit. Read the reviews - they are systematically billing customers rate plans that are higher than what the customer signed up for. This is clearly deliberate on their part. Good luck getting a direct phone number for anyone there, or having any electronic communication whatsoever. Their website is also down frequently. Worst of the worst. Devoid of any business integrity whatsoever.
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.
I Warned Them
Shockingly dishonest bad company with horrible customer service experience. Compared to other electric companies, they absolutely stink. Repeated over charges, incompetent billing and astounding arrogance. I would not do business with them again if their "promoted" price (likely a myth) was 1 penny a kwh. I paid their billed extortion but promised them I would tell everybody I knew. Be forewarned.
Terrible company that lies, cheats, and steals! DO NOT GET!
THE WORST company I have dealt with in my life. Sales rep came to my door offering lower prices and to waive my cancellation fee with my current provider (Reliant), but when I called them back their number changed. Tried getting this solved with DE and they are trying to charge me $300 as a cancellation fee. So basically I've wasted 2+ hours of my life, have to deal with paying the early cancellation fee from Reliant and supposedly now another from DE (total of $550).They life, cheat, and steal so PLEASE DO NOT get this company as your service provider.
Horrible Customer Service - Not Efficient
There was an inadvertent switch at my parents' home. They did not switch companies, nor received a call to confirm such switch. Their power was turned off in the afternoon. They spent about two hours trying to connect and speak with the correct person. To every single rep they spoke they had to explain the whole situation from the beginning. They just wanted their power back (their payments have always been on time). This time was during the cold fronts and house was freezing. They are elderly and when asked how should they sleep during the night - the representatives state "I am sorry - I don't know what to tell you" They did not receive power the next day nor the day after. Without exaggerating, there were about 15 call to Direct Energy. Those calls took hours and to every rep we had to explain the sitation from the beginning!!! At the end, my parent switched companies and received power within an 1hour!! I did write and e-mail to CEO of Direct Energy, but apperantly he fowarded it to a manager to handle. The e-mail was pitiful!!! End of story - horrible customer service / inefficient employees!!
Horrible company
They keep charging me 30.00 for something called a bill collection fee??? What in the hell is that? Then they keep calling me to "remind" me when my bill is due. When I question the 30.00 I get the run around. Stay away from this company at all costs. They Also bill 15.00 for a disconnect notice to be sent out but you never receive it.
Very upset
For the past 3 months i have been recieving a bill that has increased tremendously, looking at the svc charge to me makes absolutely no sense so that does not help, except that they don't match up to what they are advertising, calling the 1-888 number - what a joke, on hold for a operator for over 20 mins and still have not talked to anyone. what are we to do, is there anyone we can call to help with this, i don't even know if i can switch with out getting sometype of fee... FRUSTRATING.
Tried to Switch Plans on Me
After reviewing several plans, I recently attempted to sign up with Direct Energy to take advantage of a low rate. The rate they were offering on chooseenergy.com was 8.8 cents per kwh per 2000 kw used, I made a copy of the Energy Facts Label and signed up. After a couple of hours, they sent me a confirmation email which had an Energy Facts Label that stated a rate of 10 cents per kwh for 2000 kw used. I immediately emailed them back pointing out the error but received no response so I emailed them again. Still no response. At this point, I was getting angry so I emailed them again to cancel my request and the agreement. No response. All this was on the same day I signed up for the plan. Called them the next morning, and after several minutes of the guy treating me like I was an idiot and could not read the table at the top of the Facts Label, I was told that there was nothing they could do until my account became active, but I did not want it to become active. Anyway was told I would have to call back with nothing getting done. Called them later that day and found out they had already switched my service and had taken over as my electricity provider. This guy also treated me like an idiot who could not read the table at the top of the page of the Facts Label. All in all, do not trust this company. I signed up for a plan and they signed me up for a different higher rate without even contacting me and then tried to act like I was crazy for being upset. They never even acknowledged that there was a mistake made somewhere. Might still be with them if they had, but when they lie to you from the get go and refuse to admit any mistake, it is best to run away fast. People reading this should just stay away.
Scam
Direct Energy is the most unscrupulous company that I have ever done business with. Direct Energy plays with their rates and 'forgetss' to tell customers that their contracts are expiring and they then boost the rates astronomically. My rate in January was 50% higher than the local utility. They are scammers! DO NOT DO BUSINESS WITH THIS COMPANY!!
Used car salesmen
Their promotion was good, the original price was good. Then the promotion was over and without any contact to let me know they raised the rate. And then raised it agin . If I had signed another contract the price would be about the same as before. So why without the contract is the price 33% higher. When I called to reason with them after waiting almost 35 min on the phone. There was nothing they could do even if I would sign the new contract. I said that I wanted to change back to ComEd and they told me to contact them direct. ComEd answerer in 3 min and said that Direct Energy needed to call to switch me back. I have paid my other bills, surfed the web, had a sandwich and a pepsi, written this review and i am still on hold. They finally came on the line and said I would be transferred to the cancelation department. Ten minutes latter they answered and told me because of high call volume (the cancelation department ) the computers needed to be updated and I would need to call back tomorrow. I asked to speak to her supervisor and she would not let me. I asked her to take my name and call me tommorrow after they canceled my account .and she wain no I would need to call back. DO NOT USE THIS COMPANY THEY ARE CROOKS. AND THEY HAVE THE WORST COSTUMER SERVICE I HAVE EVER DEALT WITH.
False Advertisement
I agreed to switch to Direct Energy in October of 2013. The initial selling point the door-to-door salesman made was 2 Free Decembers to help with Christmas in the upcoming 2 years upon their 24 month agreement. I got my December bill and had a balance of $357. I called 5 times in 2 weeks with no resolution and threats of turning off my electricity. I refused to pay my bill knowing that I was told this information and a refund is near impossible. I know my rights and they have 21 days to contact ME and they can't shut off service over a disputed bill. After finally talking to a representative today due to my persistent calling and being put on hold, I was informed that my free month is in January and I no longer qualify for the incentive because I refused to pay for the month I was told I got free.
LOVE! Competitive Rates and Great Customer Service
I love Direct Energy. I've been using them for 12+ years at multiple residences. Transfer is always easy, and I love that I get a month of free energy service every year! Their rates are competitive, and any time I've had to speak to customer service they've been really friendly. I even call about every 6 months to see if they'll lower my rate, and often they do by a cent or two!You get a discount when you sign up with a personal referral. You're welcome to use my refer-a-friend code: BD51V1 - enjoy!!
Ughhhh
Direct Energy is the worst company ever..my bill is increasing by 119% per month for the last three months..they can't give me no answers and there customer service sucks to the extreme..they keep me on hold for 30 minutes to tell me they could not help...losers!
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.
Never had such a bad experience!
20 years of service this is by far the worst experience I have ever had. Without any warning they raised my rate when they were in trouble and would not answer the phone for DAYS so that I could stop the auto payment they had set up on my account, and there is no way to change this online on my account. I understand a variable rate but going from $118 the month before to the most allowed by law to charge the next 2 months without any call or warning is just their way of lining their pockets under the right circumstances knowing that someone on a fixed income may not be able to cover a bill for over $425 a month for 2 months straight. I feel as though I have been robbed and switched immediately! This is not the way to treat any customer in any type of company!
Worst cust service ever experienced
I am dropping them after 5 years due to lack of customer service! I tried calling and using their on line account management sys several times to set up direct draft, and it still doesn't work. Then when I logged in again they said my service was being disconnected and I had been sent a disconnect notice. I had not received any such notice. I called to talk to a rep and they said their system had a problem and then hung up on me. I thought the cable industry was bad, but their customer service is worse. I haven't shopped rates yet, but I have filed a complaint with the PUC and will read reviews about customer service before getting stuck with another company like this. Buyer Beware!
Very Dissatisfied
I had been with Direct Energy in 2006 and left because of their lack of customer service to resolve an overage charge on my account. I switched and went with another carrier for the past 4 years who was unable to beat Direct Energy's rates when my contract expired. I made a mistake in going back with Direct Energy. I enrolled in September 2013, and they kept promising a welcome packet that I didn't get until November, My first bill was a nightmare with claims I owed a past due balance from 2006, but couldn't send me any proof past two years to show I owed any monies. I fortunately had my bank staement, monthy home finance records, and personal journals that documented I paid them off when I switched and had no contact from them. I suspect they'd not completed their records in their computer system correctly when I announced I was switching in Sept 2006, and went with my other carrier effective November 2006. It took a few weeks to get someone from their resolution department to call and let me know all these fee charges would be take off the account but I still owe a past due balance of $63.00 but unfortunately they can't show me any proof as they have no way of sending any past reports past two years. So in other words I just have to trust them and take their word for it. My next bill a mess they didn't have all the charges taken off they'd promised and I had to call in and discuss it and couldn't get ahold of the rep who said to call her if I had any problems with my bill. They alleged reopened my complaint ECHO #, and it's been over a week with no one having called me to resolve this issue.Worst company ever, they have apologized for not having sent my welcome packet in a timely matter, they apologized for me having talked to over 12 differnt people trying to resolve issues on my account but their lack of departments not being able to talk to each other and READ what each departments documents on line shows a lack of structure and disorganization. When they were supposed to have put my account on hold to research my 06' bill they instead sent my account to their collections department to hassle me about this 06 bill. I've been at the same residence for the past 12 years and have never hand any problems with my Energy companies until this company. I recently read the reviews of disgruntled contractor and employees of this company online and would not recommend anyone select them as an Energy Provider
I Dont recommend Direct Energy I hope the Manager that did not want ti help me is reading this...
I have been with this company since I first bought my house. Four years later I called to make a payment and the customer service that took my call convinced me to switch to their power to go plan and if I did not like it that I WIll NOT HAVE A PROBLEM SWITCHING BACK Direct Enery you are a Lier its 2 days before Christmas and I have kids at the house I have been trying for 5 days trying to get back to switch back to my monthly bill I know that have to pay my balance and when I tried to pay 5 DAYS AGO ya would not take my money that I had to wait 72 HRS for someone to call me back so I can switch well guess what the money that I had to pay you guys went to the power to go and now that I am in desperate need for electricity they won't work with me I get paid again in one week and they can not connect me back they will not work with me after I have been with them for 4 years and they caint wait for me for One week..Direct Enery you really disappointed me..
Didn't connect on start date, didn't follow up
This is a horrible company. You should avoid them. There was some problem with DE finding the meter identifier associated with my address and they didn't connect me on the day I was supposed to be connected. Even though I called ahead to verify that everything was on track with the connection, they failed to get it started on the right date and did not call in advance or after there was a problem. I ended up using a another company because they also could not resolve the problem. They would say things like "your address is our enrollment system but not in the other system do you need to submit another application" instead of just fixing the problem and adding the address. Direct Energy = Incompetence.
Over charged by Direct Energy Power to Go
3 months ago I signed up for the power to go plan and things were great until recently. DFW area experienced a lot of power outages and my family was without power for 2 days in 20 degree weather. Well once we received power, we were billed for those days by power to go. I called and CSR placed a dispute for those days and dropped my rate down 1.8 cents for the next 6 months so I went on and funded the account again and 2 days later, power is off. Now I'm pissed!! Call again CSR tells me it usually takes 3-5 days for those disputes to be finalized so I guess it the mean freaking while you just continue to overcharge me huh!! Again I had no choice but to find the account because my kiddos get home before me and they were home without power. Mind you, account shows that I find this account faithfully every week. Now one day later, I added up the previous days kWh used to find out I was overcharged $6 once again CSR does a freaking dispute. Aldo tells me it's taking longer because since the power outage a lot of customers are calling and that department does not have enough staff to handle the call volume and disputes. Okay well hire more dang people. Can't take this crap anymore, will be going back to traditional electric plan and it will not be with DE!!!!
I'm always talking to a MACHINE!!!!
i didn't start having trouble with them until one day my energy was cut off without notice. they have an option online where you can choose how to be contacted when you balance is due. i never got a message!!! my energy was just cut off and im a stay at home mom that does not always have a car available to her.
so im here pissed off and trying to figure out a way to pay the light with no car and a dying phone.
CUSTOMER SERVICE??????? they dont know what that is!
WEBSITE???? piece of crap and not at all helpful. logging in and making payments have never been more difficult!
PAY OVER THE PHONE???? almost took over thirty minutes! i have not idea what was going on with their automated payment service but it kept repeating itself or hanging up.
i tried talking to A REAL PERSON but when i finally got through she told me she had to transfer me. WTF? cant you just take my payment over the phone?? i got transfered put on hold and then i was hung up on.
dont waste your time!!! i will be switching after this month.
You have better options than this
They don't let you know about all the fees they will charge you, for example I I have been charged $15.78 for fees including $9.95 minimum usage fee, where my energy charge is $23. Customer service is extremely rude and they don't know the answers to the questions. and they put you on hold for so long. There are better options.
Terrible experience!
I activated automatic payments...which apparently they did not take note of, since, after 2 months of not receiving bills, I got a disconnection notice. I hadn't received a single bill, or a single letter telling me I was past due. When I called the services center, they apologized and said they would waive the fee, and told me not to pay until they had done so. As I was waiting, I came back from a business trip and my electricity had been disconected 4 days before de due date, and all my food had gone wrong. Since it was saturday evening, I had to stay without electricity until Monday morning, in which they connected me again, after I had paid everything, includinbg the fee, and including a new rate that they had decided to charge me, more expensive than the one I had. I will definitely be changing my provider.
Left without power due to their error - No help
I have never had an issue with any other service provider that has affected me in such a negative way as with Direct Energy. I signed up with them in early October to begin my services on October 8, 2013. However, yesterday around 4:15, my fianc went to my apartment and informed me that there was no power. I called Direct Energy immediately. I was notified that when they went to switch my services over, the order somehow was cancelled and never took place. At that time, it was around 4:30 pm when she advised that she would submit what was called a safety net request. She said this is an emergency order to connect my services with Oncor. She advised me that the time frame on this could take up to 24 hours. After this, I contacted Oncor. They advised that once they actually receive the request, they would have my services connected within 2-3 hours. However, they said that they didnt see my order had been sent to them, but advised that that could take up to an hour. So, I waited until 6:15 to contact Oncor. They advised that they still had not received my request. I contacted Direct Energy again. They advised that the order had been submitted and that Oncor was at fault in not receiving it. So, I again called Oncor. The representative advised me that they receive these requests in an email format. She was checking that email and had not received it. She advised that I again contact Direct Energy, but request that they conference Oncor in so that we can get this handled correctly and promptly. I followed the instructions of the Oncor. I asked the DE representative to conference me in with Oncor. Due to her not having the ability to make outbound calls, she transferred me to a supervisor named Michelle. It was at that point, around 7:30 pm, that I was advised of their procedure. When a safety net request is submitted, they do not send it to Oncor directly, but rather to their back office. She advised if the order is not submitted by the time that dept closes at 5pm, it would not be sent to Oncor until the morning. This particular department only sends these requests twice a day. Considering that my request had been sent at 4:30, I do not see why my request had not been received. I asked that she send this request directly to Oncor. She refused to do so and said she would not because it is against their policy. This is completely ludicrous as it is their fault I am without power. Maybe I am making assumptions, but when you wrong your customer, most companies are willing to go against their normal policy to fix their error. Apparently, not Direct Energy. Policy and Procedure is more important that their Customers. My electricity being out was of no fault of my own. The blame, as admitted by each DE representative I spoke with, was entirely on their company. I feel as though I was treated very poorly. I understand there are certain procedures that Customer Service must follow. However, is it your normal procedure to forget to connect your customers service? It should not be; therefore I believe an extra effort should have been made to ensure I was not without power. Rather, I was forced to go without. This is more than an inconvenience. I have also been put out financially. I could not cook dinner, so had to take my family out instead. In addition to that, I had just purchased $200 worth of groceries the day before. At least $100-150 worth was in the refrigerator and freezer. It has now gone bad. As you know, chicken and such does not keep and it was not like I could cook it, because I had no power to work my stove. I will have to purchase groceries all over again spending double my normal grocery budget. I also had no hot water. I had to take a cold shower and go to work with wet hair because I couldnt use my hair dryer causing me to look entirely unprofessional. This experience with DE has been horrible. And what is worse, is that I havent even received services yet. But, I am in a contract that I cannot cancel without a penalty. I am not looking to have my contract cancelled yet, I just want to live a normal life with electricity like everyone else. It would be one thing if my power had been turned off due to nonpayment. At that point, I could understand a lack of urgency to help me. However, I have not even accrued a bill to fall behind on yet. This experience was entirely unacceptable.
Billing and Accounting Disaster
Direct Energy uses an online billing and customer system that appears to have been developed in the 90's. It is cumbersome, inefficient and failed multiple times to accept my credit card change. Then, the system failed to correctly credit my account for my manually-input payment, even though they sent me an email confirmation of the payment. They finally sent me a letter asking for payment for the same invoice they had already confirmed payment for. The letter included a threat to disconnect service on October 19, and although the letter was dated October 2, I did not receive it until October 17. I could not deal with the disaster of customer service and poor billing and payment systems any more and switched to Bounce Energy.
What Customer service?
After viewing the offer online I attempted to oder service online. The plan that was advertised was not available.
"Price Protection E-Plan 24 month" with 2 free months of service
I called to see if there was a different way to access this plan and spent most o my first contact giving out all of my infomation without getting any information from them.
Then I was told that this pland offer is not available in my area. But I could be transferred to a servcie group who could likely determin what special offeres were available.
I was then sent to another automated phone program. After completing the drill I was sent to yet another automated phone program, this time asking me to choose English or Spanish. (voice was in english by the way) I selecte #1 for English and was then sent to yet another automation asking if I was a new or existing customer. Keep in mind I spent more than 5 minustes giving my personal information to the first person.
I selected New custoemr and was prompted again for English. #1 and a person answered asking how may I help you. I began by saying how long I have been on the phone and how frustrating the autmated system was. And would she mind passing on my comments. The proceeded to esplain what I wanted in terms of service and pow..."please press 1 to continue in English, opremre dos para espanol.
I hung up.
Scam Artists
After years of using Reliant Energy I was coaxed into applying for a Price Advantage 12 Plan for 12 months at a fixed rate of 9.8c a Kwh, only to find upon reading my first bill that the rate was 12.1c kWh. After repeated enquiries and calls to their useless customer help line I am still no better off. I have email confirmation from Direct Energy of the rate they advertized and contracted, however their "investigation" shows no such rate. Seems odd to me that their rate is still advertized as I originally saw it, I wonder if anyone else has been scammed by these con artists.
Rates go up and they are misleading
My bill was over $300 for a one bed room 730 feet apartment. They could not explain the bill to me at all. So now I just recieve another bill for $125. How my air is cut off all day and I was out of town for a couple of days and my bill was $179. When I called and ask them how did I get such a high bill. She said we average ove the last 3 months. Hey woman I was off for the summer and now I'm traveling around so why would you average my bill especially if Im using less energy. Truth is that they have to make some money off of you so they set an amount to charge you evry month.
The worst power company ever
This company took over another and never notified me. I was paying my bill through the other company and it was never applied to my account so my power was shut off. After $120 in disconnect fees and 5 hours on the phone, they told me they had made a mistake but b/c I already had changes made, I just had to call back the morning after my disconnect date and they would put a credit hold on my account. Here I sit on hold 2 hours, 1 minute and 47 seconds later after being disconnected 3 times just today...the worst company ever!!!
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.
Direct energy gave my account information to a stranger
Direct energy changed the phone number on my account with out my permission. they called a complete stranger and gave my account information for months. the person whom they were calling even notified them of the mistake several times and they never fixed it nor did they contact me to verify. my electricity was turned off and when i tried to have it turned back on they told me the only way was to pay a fee.
direct energy doesn't care about their customers!!!
any other company is better!
Direct Energy Opens Fraudulent Accounts
I had my identity stolen and put a fraud alert on my credit with all three credit bureaus. Nearly one month after the alert was placed, Direct Energy ignored the alert and allowed a fraudulent account to be opened in my name. My first call to Direct Energy resulted in the customer service rep refusing to give me a phone number for the fraud department; instead, providing me with a fax. Two later calls resulted in me being transferred to the fraud department to leave messages with no return phone call. Finally, a customer service rep took my complaint, apologized for the inconvenience and told me to file a police report. No report would be needed if Direct Energy wouldn't have willfully ignored the fraud alert. I still have not heard from the Direct Energy fraud department.
Very good service. No complaints
Very easy to work with. Been with them for 3 years now. Recently worked out something for me for last months payment. Were very very nice.
Direct Energy
Have been with them for about 4 years now. Never had any problems. Customer Service is very nice and friendly. Rates have been excellent and competitive. I would highly recommend
Great prices and service
I have been with Direct Energy since 2004 and have never had any of the problems I read here. I moved a year ago and the switch was seamless. My service was turned on the day it was supposed to be and they left service on at my old place until I was fully moved out. It was great!!! I just renewed my contract with them for less per kWh than any other company I checked, and I really did some shopping! In the time Ive have been with them, they have been a great company! You could do a lot worse.
Very sneaky and untrustworthy
This company took my ssn and ran my credit for service, then I supposedly had an account with the. I moved into my apartment and got a small bill for 2 weeks due to my billing cycle. Then somehow I didnt get a bill the next month. I was told by my apartment manager that her company is paying for the bill because there is no energy provider with an account for me in my name in their system. I thought this had to be a joke. I called Direct more than once just to be told i did have an account, and their company Green Mountain was trying to make me their customer. I got bills from my apartment manager for 2 months from then. So then I said enough and I called Oncor just to be told there is no account in the state of Texas with my name. I was so upset that I made a complaint to them to pass on to the right people. Then I called Direct and told them I am upset that they took my information and even billed m once, but somehow managed to take me out of their system. They told me that I never signed up for service with them, but mysteriously I had a two week bill. This company is full of liars, scam artists, and rude employees that do not want to take their blame for their mistakes. I would not tell a millionaire to start electric service with them in their party pad, they are a joke and untrustworthy in every way. No wonder the sales people are so cheerful when you start service, they suck you in and scam you behind closed doors afterwards. I have never had this experience ever with any electric company, and I have lived in a few states due to my husband being military over the years. This company does not need to be sneaky to make money, be honest when you mess something up and maybe you can keep customers!
DO NOT USE Direct Energy
Direct Energy is difficult to deal with on every level. I have received 4 phones in 2 days regarding my bill that is not even due until May 31. I feel as if I am constantly being harassed. I changed service to Texas Power when I recently moved. Unlike Direct Energy that haggled with me over transferring my rate, Texas Power was easy set up and very helpful, plus I got a cheaper rate.
WARNING!! WARNING!! WORST service EVER!!!!
I called to have service activated and they where pleasant with getting my deposit but later the service was not switched no in my name. Contacted customer service and was told because they did not send the correct information the request was sent back I said ok let get it corrected so per customer service rep it was done. Well two months now have passed and I still don't have service in my name. Called customer service and was told my request was in the BACK OFFICE wherever that is so I said just cancel my request and refund my deposit. They told me that since there was no service provided the refund would go back on my debit card within 3 to 5 days now here it is 11 day later and no refund. I called customer service again and was told it would take 4 to 6 weeks I'm upset at this point and asked for the corporate number to file a complaint and when I called the corporate office stated I wanted to file a complaint the corporate office transfer me to customer service WOW!!! Now I understand attitude reflects leadership. This has been the worst service I never had and yes I said this correctly because I never got the service connected. I would advised DO NOT USE THIS SERVICE AT ALL!!!! WARNING
Refunds!!!!!!! Company is a fraud
This company is BIG SCAM... I asked for a refund that still took 6-8 weeks for me to get and then the refund was $7.00 short of the $100 that I paid them... I went 5 days with no lights and finally swithched companies... They had the nerve to tell me that services were started at my house which they were NOT... They told me that I was suppose to call customer service and that is NOT my job that is what I paid them the money to.. IF that was the case I wouldve kept my money since they wanted me to call Center Point... Direct Energy is a BIG SCAM and are just out to get money and nothing else... I WILL NEVER RECOMMEND THEM TO ANYONE IN LIFE!!!!!
Worst experience ever.....Never again will I use them.
This has been the worst experience ever with the electric company and I had to file a complaint with the Public Utility Commission of Texas to even get an answer. Been living here for 2 months with electricity and even got a bill for a $150 deposit. But all the sudden we got shut off May 1st after we payed $300.00 March 6th then $150 April 17th. They said as of March 8th this meter was on a switch hold so we had to fax them proof we just moved in here on March 16th. At this time we was told it will take 24-48 hrs once fax was received. We waited and STILL at this very moment (5 days have pasted) we have no electricity but on May 1st at around 7:00 pm they confirmed they got the fax... Every time I called all they could say "we emailed our back office and are waiting for them to send back a response". Then when I would check up on it after a few hours they would repeat the same stuff. They say they have no other means of communication to this "back office" other than an email. For 5 days of begging, crying, and pleading with them still nothing. And when I ask them how have we had electricity for 2 months they cant tell me how cuz they don't know, but yet my meter is on a lock down due tempering as of March 8th.Today I finally got someone from there to call me back after I filed a complaint on them today just to tell me the paperwork I sent wasn't matching the county records? Well no shit we go through a "RENTAL" agency. They can't seem to understand that this is our "LANDLORDS" the people we pay rent to.... I would love to just switch company's but I need a deposit to get set up with someone else.... Direct Energy has my $450.00 ... In order to get that money back I would have to wait 4-6 weeks? I finally got them to call my Realtor so they can explain. ... I mean hell I have only told them 20 times to call the phone number on the cover sheet from the fax where it says "If there are and problems please call this number (***)***-****". I will be switching if I do ever get my electricity turned back on......... its 4:21 pm May 6th still am waiting.....ugh...
VERY BAD SERVICE
I was referred by a leasing agent to Direct Energy. It was the biggest mistake!! I ordered power what they did was asked Center point to take the meter. I did not find out that was the problem until I called them again because I still didn't have power. They decided to close my account with out even notifying me. I called again and was enrolled again on a different account and they had promised that my electricity would be on with in 2 to 4 hours. It has been more than 16 hours and until now I don't have power. Please DO NOT USE THIS COMPANY THEY DON'T CARE ABOUT YOUR BUSINESS. There is also a rep by the name of JOE and his supervisor by the name of "DAN" both need to get out from Direct Energy and maybe work for Mc donalds . Both of them were very rude and caused all this trouble. It even begun from the department of new account set up. By the way the I was trying out for Power to go-Pre Pay. DO NOT USE THEM. I am sorry at the moment I cannot refer any other company because I had problems with Reliant Energy also.
They double your bill
Do not sign up with this company. After 6 months of normal bills our gas bill doubled in price. We use about the same amount of gas every month and payed over a 100$ more. It did not get colder, so no reason there (warmer actually). After calling them they said " it's because of the variable rates". Yes sure, variable rates I understand but paying double feels like a rip off. Ooh and it will also take them 2 months to cancel. Just be prepared. Please if you can don't sign up with this company!!
Do not go to this company
I have had so much trouble with this company. DO NOT sign up for E-Bill online. you will not get to talk to someone with out getting charged a fee. I was not able to log-in to view my bills. Everytime I tried to call someone to help, they said they would charge me a $5 fee to talk to them because I am a E-customer. They have all kinds of hidden fees, and it is SO hard to get anything resolved with anyone. Very deceptive and not good customer service at all. I got hung up on, we got our electricity turned off with out any notice. Such a pain! I would not reccomend this company to anyone. I would recomend that direct energy re-do their customer service.
Promotional Gift Cards
In the fall of 2012 I renewed my contract with Diret Energy and was so foolish as to believe the would actually send a Visa Gift Card for that renewal. It was promised in 3-10 weeks. Now, 4 months later I am still waiting. They say some time in the future I will get one; but, I do not belueve it!
Causes excessive gas and diarrhea
Good company. Good prices. Been with them for 6 years and I moved recently and was all setup to move then they got a flag to have me fax in a copy of my SS card and some other ID. Well I was in the middle of my move and needed power now not when I had time to do all this s o I bailed and went to penny wise and got a lovely wise 3 for 4.4 cents pkw. But a fine company with great rates.
Billing Department is horrible & rude!
Give me a break ... I've had two billing issues now, two months in a row. The first one involved Direct Energy crediting me three times for the amount of my bill - twice on the due date, once the day after the due date - and then reversing the first two payments, leaving me with the payment they credited one day late. I double-checked with my bank, and they only paid one time, so this whole "one day late" was completely Direct Energy's fault, and to top it off, they had the audacity to charge me a late fee. I called and was told they would forward my request for that late fee to be removed, which it subsequently was. This month, I called and made my payment over the phone, several hours before the cut-off for it to be credited that same day (the due date) ... and guess what, but they didn't credit my payment until the next day ... another late fee! When I called, I was told by their billing dept that I needed to pay earlier in the day (that would mean earlier than Direct Energy's phone system says it needs to be paid by???) to be credited that same day. When I explained that I called in plenty of time, she proceeded to explain time zones and that it can be difficult when people live in different time zones ... since I live in Texas and therefore in the CT, and the cut-off time was listed specifically for the CT zone, that didn't wash. It was at this point that I was scolded by this woman for always making my payment one minute before the deadline every month (can't control when they put through a payment from my bank's WebBillPay ... and it is still before the deadline, right?), and she stated she could not understand why I would call "every month" to find out if there was a late payment. That ticked me off, because I have only called twice, both for billing errors on Direct Energy's side! She then stated that she had never seen the kind of errors I was bringing to her attention ... as if this was all somehow my fault, or maybe it's just me being annoying because I don't want to pay a late fee for payments that aren't late??? The call ended when I told her that there is obviously a glitch in their system, that I was the unhappy recipient of their glitch, and that instead of telling the customer to "pay earlier in the day" that it might be better to instead look at why these billing issues occurred in the first place. There was silence, followed by this person telling me that she had made a note of my comments in my file ... I'll bet! And guess what? Since my contact expires shortly, I have made a note of her comments as well and will not be renewing my contract with Direct Energy, because nothing is achieved by blaming the customer for billing and accounting errors, other than to piss off the customer!
Totally disfunctional billing and complaints department
Direct Energy lost my October and Novermber payments. The checks were cashed but not credit applied to my account. After countless calls and over 8 hours on the phone with them, they still cannot get the information to confirm payments even though I have faxed proof of payment FOUR times to them. DO NOT use this company -they are totally disorganized. They have a fax department, an email department, a payment tracking department, a collection departemtn and a customer solutions department. None of whom can or do speak with the others so there is no way anything can be achieved.
Love it
I read a lot of your reviews i never had any of your guys complaints, i did find out that there is Direct Energy and Direct energy business two different companies i use direct energy and am very happy i use it at all 23 of my business locations and my house.
More Bogus Hidden Penalties than "Hide and Seek"
Direct Energy is a Rip Off; high priced energy. It is nearly impossible to sign up for new service and just as hard to sign up for auto pay, and they charge you $5 for every call...and they charge you $15 for "Autopay Breakage Charge" to which will be their fault for not properly setting you up in their system. They also will charge you for a Late Penalty when your not late, an advanced Metering charge, etc. I will file (and have had success filing claims) with the Federal Consumer Protection Agency, and suggest you do the same any time these guys or a bank messes with you. It's easy and you get results, as I have on two or three occassions!
Horrible company.
I'm single man with no kids and I receive a bill every two weeks for at least 80 bucks. I don't know if they are double billing me from when I transferred but overall they are a horrible company.
Due to me having two due dates in a month apparently I'm paying my bill late and they charged me 29.95 for being 3 days late.
I called for an explanation and get nothing.
Worst customer experience I've ever had in ANY situation in my life.
Worst company ever
They lie about their rates, its the most expensive company I've been in. Ive given payments with shown receipts and given no credit for them. To top it off there is not one place were I can give the payment; not even online has to be check or money order. I have been over ten hours on the phone in customer service with them and gotten absolutely nothing done. Basically their just ripping of people "thiefs".
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.
EX EMPLOYEE KNOWS WORLD CLAS CUSTOMER SERVICE!!!!!!
I am an ex emplyee of Direct Energy. I worked for the customer service department a little over 4 years and have never heard such ATROCIOUS customer service, and I've heard alot! These representatives are so unorganized, unprofessional and overall HORRIBLE at their job. These people will not be hearing from me again. I want to deal with them as little as possible. I wish I still worked there so these people can get the PROPER customer service training they NEED! I used to close all complaints for Direct Energy and now I would hate to have an open complaint because nothing would ever get done. I hope one of those agents read and report this so something can get done.
Signed,
Anonymous..
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.
VP
This company will not take no for an answer and will not stop calling even though I've asked them to over and over. Finally got a phone number today and reported them to DO Not call.gov so hopefully they have to pay a huge fine!!!
They say they are affiliated with our local energy company which is a lie!! Do not be taken by this company. They are scammers!!! They refuse to send information in the mail..hhmmm could this be because then what they offer is in writing and they would have to stand behind their word???
The person who called told me to check them out online.....so glad I did because from what I can see of the reviews....they really are terrible to work with!!!!
I would never recommend this company to anyone!!
Has it been 6 months yet? Can't wait to switch
I just sidned up for Direct Energy. They sent me a 5 day bill that went into my spam box. When I finally found it I was charged 15.00 for a auto pay breakage fee. I called them to question it and was told I was going to be charged for the call so I went on line and asked what auto pay breakage fee was. It took them 8 days to reply. I was told I'm being forced to sign up for auto pay and that it was in their terms of condition I signed up for...i checked and it was not. Becuase it took them 8 days to respond instead of the 1 day they claimed it would take my payment was late. They have now charged me a late fee and at least one or more "collection fees". I won't pay for something I didn't agree to. They now state that even if I sign up for Auto pay but use my bank to pay them and pay them early they will still charge me 15.00 a month until I do what they tell me to do. I have contacted PUC and filed a complaint. This is the worst company ever...money grubbing...crooked and unfair. Stay away!
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!
USE A DIFFERENT COMPANY
The absolute worst customer service I have ever experienced. They are rude and do not care about their customers. I had to move out of my apartment 2 months early due to getting a job in another state, so for 2 months I didn't live in my apartment. Somehow not only was my bill still high in the first month I wasn't there (even though not a thing was turned on that month), but my bill increased the second month I wasn't there! Save yourself the headache of having to deal with these people and use another company!
Terrible people
I pray this company goes out of business. The people here are lazy and rude. They don't know the first thing about customer service and really don't care what you have to say.
Sucks
This company had solicitors go through my neighborhood and sign people up. I actually signed up for a better rate before these guys with green mountain but when my contract was up the rate went up, so i thought what the hell. i signed up with these guys direct energy and my first bill had a ten dollar fee for using less than what they wanted me to use. then i call to speak to someone and they tell me that because i signed up for the e-plan that i will be charged when i call with questions. I was furious. I signed up for e minders and I just now tried to go onto the website and i'm locked out for trying too many times to logon. I'm spent. I would not recommend this company to anyone, and I will most definitely be changing services asap
Scam!!
I was with Direct Energy for about a year. I called about the last bill to no vail until I got a call from the collection agency because Direct Energy sent the bill to them first!!!! I ended up having to pay more without any acknowledgment that they had FAILED to let me know first that I had a bill to pay. They said they had sent a letter to me but they HAD NOT ever. There's no apology and nothing else from the company since then. They just shuffle you off to the collectors before giving you a chance to pay. As a matter of fact, you wouldn't know you owed them anything until a call from the collectors!!! This is a SCAM!!
This company has no mercy if you are behind and their rates are much higher than the norm. They seduce you in a contract and then cut you off at a drop of a hat. Do not ever sign a contract or get services from this company.
Unbelievably dissapointing
I signed up with Direct Energy when I moved into my new apartment and thought everything was fine until I received an electric bill from my apartment complex a few months later saying that I owed them a couple of months of electricity payments. I contacted Direct Energy and after about 3 hours of talking to 5 different people found out a fluke had occurred and caused by electricity to be switched out of my name after one day. I received a refund check for what I had payed them and basically re-started my account. Another few months went by and the exact same situation occurred; bills from my apartment complex, phone call to Direct Energy, found out I had electric with them for one day before a random switch back out of my name. This time I switched to a different electric company but I am still dealing with my apartment complex to get all the electricity bills paid. One time might be a fluke but since it happened twice I can only express how mad I am.
West Texas
I have not been happy with being charged a late fee plus a 25 dollar collection fee is not paid by the due date { mind you which is changed. If you pay the bill in full early they will give you another due date earlier. Talk to representative and requested copy of all charges for year. but statement did not include the date due. They change the date due every month just about so they can charge you a late fee plus the collection recovery fee. I sent letter of complaint to the Attorney general and better business bereau but they did not do anything about this problem. and just close the case.
Complete disaster of a company
We terminated service with them at the end of October for them to bill us through November. I had three total conversations with them and finally a supervisor came on the line asking for the name of the rep I talked to when I disconnected service. I told her I didn't have the information and didn't realize I needed to keep track of who I spoke to and when in order for them to do their job right to begin with. None the less, she wouldn't credit us back the 15 days of electric use. Ridiculous! Will never use again.
Direct Energy at Home
Great service and nice people in customer service.
Positively Worst Experience
I have used several different electric companies through out Texas, but I have to say Direct Energy does a superior job at being the absolute worst electric company I have encountered thus far. Their customer service is by far the rudest, most difficult group of disenchanted, jaded customer service reps in the industry. I found out today my contract is up at the end of this month and I am so overjoyed to be switching I almost teared up a little. I was paying a much higher rate at my previous eletric company, and I would have GLADLY gone back to pay a higher rate and have superior customer service than continue to subject myself to Direct Energy. Buyer beware - you definitely get what you pay for with this company.
Deferred Payment rules broken but still have a switch hold
Direct Energy is a lousy customer and I regret the day we ever signed up with them. Direct Energy was contacted on 10/25 requesting a deferred payment arrangement on my account in which the representative shouldn't have done due to the sensitivity of the account. One payment of $200 which has cleared both the bank as well as Direct energy was made while still under the payment plan however the payment arrangment was broken. There was a payment made prior to the deferred payment was done with a personal check in which it was returned and caused the deferred payment to be broken. Direct Energy will not release the switch hold from my account although the deferred payment plan was broken. I have satisfied all payments at this time. I spoke to several account representatives and they were providing me with different reasons as to why the switch hold was done. I was originally under the impression that there was only until the tampering charges were paid in which this has been done. Please have this filed against Direct Energy and I will no longer use their service in the future. I don't see where they are able to break my payment arrangments but I have to abide by the rules of the deferred payment arrangments at the same time. This seems unfair as a customer and something should be done about it quickly.
Idiots- liars
Idiots did not transfer service and did not call me to tell me oncor canceled the order..... i asked for 5 day out transfer of service - the sales person said they would do it as move in and charge me 10.00fee for next day service - one wk later i called for date of new reading and the supervisor stated i had to open new service that would take 7 buisness days and i already placed and had a disconne`ct noice cause i did not pay my txu bill due to they would not do installments for me ( only did this cause i had secured new service with direct) This idiot supervisor said there was nothing she could do about my problem even though it was their mistake.
Cheat Customers
They will charge you a $25.00 fee just to call you to let you know you are one day late on bill. Croooooks!
Less than honest
I switched to DE because they advertised 8.9 cents per kwh, and were giving a bonus to my credit card miles. I was paying 11 with Reliant. So I switched and got the 8.9 cents the first month, then back up to over 12 cents the following months. I called them and they said the 8.9 cents was just an 'estimate', and offered me 'their commercial rate' of 11.2 cents. Well, I 'estimate' i'm changing providers. The old bait and switch continues on.
WORST EXPERIENCE!
I loved DirectEnergy at first.
but they undercharged me for 6 months and decided all at once they would give me a massive bill! now i owe them a very large amount and my family already recieves help from the government so there is no possible way i can pay this and they didnt want to help at all! Amd how am i supposed to know they are undercharging me if they have billboards out saying, "NOW YOU CAN BRAG ABOUT YOU BILL!"
YEA RIGHT. I will never go back to direct after i switch.
Solid value for the money
Good value for the money.
The most frustrating company I have ever dealt with, period.
This company bumped my install date by 8 days, so I had no power to
cook during Thanksgiving of 2010, and they couldn't even be bothered
to tell me. Their customer service department is rude, and the highest
level, the Office of the President is either incompetent or evil
I've had to escalate 2 issues to the Office of the President, and on the
second issue (asking them to add 5 words to the bill), have waited for 3
months and received no answer as to whether or not they were even
considering it.
Their autodialer system calls me and hangs up on me at least twice a
week. Managers and supervisors in Customer Service have hung up on
me, and even refused to speak with me.
I chose Direct Energy because their rates were the lowest fixed rate I
could find at the time ($.10 /kWh), but they are undercut ($.09) by
over a dozen different fixed rate plans today.
If I had a time machine, I would go back in time and save the world from
Direct Energy - there is no better use of time travel. -G
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..
Horrible, Horrible ... no, it's worse
Direct Energy mailed a flyer titled "Switch. Chill. Brag."
When I called about the promotion, I received an automated message that the "Direct Energy Enrollment Center" was open from 7:30 a.m. to 8:30 p.m.
Well, it was 8 a.m. When I called Direct Energy main number neither the rep nor the supervisor could get through and had no answer.
In addition, they had no information about the promotion. When I asked the supervisor for the CEO's name, she was reluctant to give it to me. When I asked Direct Energy's address, she refused to give it to me.
At least in my experience, if any service were worse, I cannot remember it.
I'd hate to wonder if you had a real emergency with Direct Energy.
Tony
Can not believe it
I switched to Direct Energy because of their price per KW and also because they were offering a $150.00 gift card reward to switch.
Well, that was last December, we are now in June and still I did not get the gift card. I called them four different times and e-mailed them twice and still no gift card.
The last "supervisor" I talked to told me that if I do not like their service to switch companies... Really?
Directl Energy can be expensive
They look cheapest on paper, but were more expensive than Green Mountain Energy (and it was a not a month to month contract). I have been shocked by the amount of the bill...even in the winter.
Poor Customer Service
Moved from CA to TX. Called to enroll for service, and was told that the credit department will call me back within 48 hours to complete the enrollment process. It has been 4 days since I last spoke with them ... decided to go with Champion Energy instead. YOU JUST LOST A CUSTOMER!
Poor customer service and billing practices
This is by far the worst utility company I have ever had the misfortune to deal with. I never had a late bill until I signed up with Direct Energy. As a recipient of Social Security, my check is deposited once per month, approximately 1 week after the due date. Direct energy has refused to change the due date, tacking late charges onto my bill. I was told to contact Oncor, my service provider, who referred me back to Direct Energy. Every month, from the day after my bill was due, I received phone calls from DE, (up to three times per day!) asking when I would pay my bill. Each month I explained the reason why I could not pay on time (it was supposedly noted in my account), this continued monthly for my 2 year contract. I even had a call asking when I would pay my bill an hour after I'd paid it. I said I would give my confirmation number, but the employee already had it! I also could not get an extension until the day the bill was due, and only two per year without penalty.
NO INTEREST IN KEEPING CUSTOMER
WOULD NOT WORK WITH ME TO GET A LOWER RATE AS I WAS TRAPPED IN CONTRACT WITH NO FLEXIBILITY. SERVICE REP NOR SUPERVISOR WOULD NOT LET ME SPEAK TO THE RETENTION DEPT TO KEEP ME AS A CUSTOMER. PAYMENT SITE DOWN MANY TIMES.
Difficult to cancel
My mother in law recently passed away, so in the process of cancelling service Direct Energy demanded a Power of Attorney and copy of the Death Certificate in order to cancel the power. Of all the service companies I have dealth with none have required a Power of Attorney to cancel the service. What does a dead person need with power, it is just common sense.
I would never do business with these people.
Reliable and Flexible Customer Service
Consider that usually consumers that write on these forums are ones with complaints. It has been my 3rd year with them and they have always provided great customer service and product delivery. The are very flexible on making payment arrangements. The key is that you do need to forecast and communicate you needs to not onll them but anyone you are doing business with. Sometime the problem is with the one doing the communicating and not the person.
Deceptive Billing Practices and breach of contract
In June 2006, Direct Energy breached my contract with Commerce Energy be sending an e-mail to Commerce Energy and telling them I had chosen them--a complete lie. Then Direct Energy billed me over $700 for a month of so of service--at much higher kilowatt rate. To make matter worst, they sold the debt to a collector and it continues to affect my credit. I would like to know if Direct Energy did the same to other customers, breaching an existing contract with another electric provider. Any suggestions on taking legal action against Direct Energy for deceptive practices and billing? I have referred the complaint to Texas Utility Commission on more than one occasion.
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.
Terrible company
DONT USE THIS COMPANY! TERRIBLE CUSTOMER SERVICE! I set up recurring pymnts with my credit card w/ CS until I could get my acct. set up w/ auto debit from my checking acct. this year. In the meantime my electricity was cut off. Apparently the CS agent had NOT set up my acct. w/ my credit card as I had directed nor had they put my auto debit from checking acct. in place which had been confirmed/faxed to them 15 days prior. No one took the time to investigate why my bill had not been paid. Their finance dept. admitted it was their oversight but treated me like I had made the mistake and were terribly rude and disrespectful. No one apologized for my inconvenience, no one made any efforts to make ammends or work to keep my business.
Bad Company
A Direct Energy rep came to my door yesterday, and I stupidly signed up. After I did so, I had a really bad feeling about this company, so I did a google search and read some BAD things. The following is a link to a WIKI article. I think everyone should read.
http://en.wikipedia.org/wiki/Direct_Energy
Today I called and canceled.
Disappointing
It's been 4 months and Direct Energy still has not been able to process an automatic withdrawl from my checking account. My account has accumulated several $25 collection recovery fees due to Direct Energy's inability to process a direct withdrawl from my bank. Direct Energy informed me that they will only waive one $25 fee. Regardless of the fact that they are causing the delays in payment. If you have a choice, choose another electricity provider.
Best 2 Year Contract
11 cents for 2 years and a $250 incentive for
signing up.
Cheats
They ask for a deposit and then refuse to return it and instead credit it to your account sounds ok right? wrong they jack up your monthly bill so they can take all of your deposit they are crooks. Direct Energy more like Direct Cheats
Sorry I left Direct Energy
I made a big mistake and switched from direct to txu my bill jumped from 90$ in nov to 318$ in dec. that is without heat because my heater had been boken since last july. Since then the bill has only gotten higher. No one at txu will talk to me or explain why. As soon as my contract is up at txu im switching back. This month my bill was 418$ That is almost half my s.s. check. I cannot pay it so soon I will be without power. I am a 67 year old widow with health issues.
Terrible Customer Service
Direct Energy is one of those ignorant and/or incompetent REPs that was erroneously charging city sales taxes to its customers who lived outside of the Houston city limits. When this error was brought to Direct Energy's attention, there response was to tell its customers that they would have to file for a refund of the erroneous charges with the State themselves! Absolutely ludicrous and terrible customer service. You would be well advised to look elsewhere for your residential electricity needs.
Good Company
They are a little more expensive, but I haven't had any problems with them. I would put them up there with the top companies
Direct Energy is deceptive
A door to door sales guy made a good case for me to switch. They had a lower rate at the time and promised to give me a gift card to cover my early out fee from my current provider. The gift card is to be for $250. However they make it really tricky to actually get the gift card. The terms require me to wait till I receive my 6th monthly bill and then I need to send a copy of that bill prior to its due date to a promotion company. The terms then state, "Failure to do so voids this offer without further notice."
Another issue I had was when I was a couple days late paying one of my bills. The bill had 2 prices, one for paying on time and another for paying late which added $5 bucks. I paid the higher one knowing it was going to be a couple days late. They sent me a notice via robot call to my cell. I called to see if they received my payment. They told me they did receive payment but had already put in a termination request that had to be cancelled for an additional fee of $25.
I was in hurricaneIke after the storn I was renting a house I am on a fixed income and barley make my bills so I had someone helping me and they stole my money I was unable to pay my light bill so in the hottest part of the summer they turned my`electric off. I have to do breathing treatments due to me having COPD. My doctor got hold of Adult protection and they said if they paid my bill they would turn my lights back on they did pay the light bill but Direct lied and told me I had to pay a 350. deposit. to make a long story short they also took a 300.deposit that DHAP had paid so they took 400. on thelight bill plus my 3oo deposit and wanted 350 more dollars. I would not refer them for lights in my dog house unless I had money to burn
By Pass this Company!!!
September 2008, had my highest energy bill from this company. My electricity was off for 10 days due to Ike. My bill was over $1200.00 and they reviewed it and said it was right! Then this summer my bill was the same down to the penny for three months. Once again very high almost 600.00 and they said they were reading my meter each month and it was exactly the same down to the penny! They LIE - They Cheat!
Pass them BY!!!
Billing
Can't receive my bill, very distrubing. Have to call every month and fight for a bill, never experianced such a thing. what is going on? They can not get a correct address. sick and tired of this hassel
Bad billing!
I have a habit of paying all my bills upon receipt. This company messes
up the billing on a regular basis!
REFUNDS
I used direct energy for my first house and at first it was great then our bills skyrocketed. from about 200 a month(during summer) to double that. i had no problems paying my bills on time with the direct credit system, but i canceled it to have more control of my bills. in September another high one and so i sent the check which arrived on time, they also took the same amount out of my account on the same day. This sent my bank account overdraft and 3 checks bounced. my bank was very helpful and said as soon as they credit the money back all the charges would be dropped. Well you have to wait 4 to 6 WEEKS to get any kind of refund from DIRECT ENERGY. I know I'm rambling but this is a very serious issue to me. I couldn't wait 4-6 weeks to pay them. They need their money on a certain day and so do i.
No Good !
My rate for this company is $0.1537/KWh very high this has been like this for the past 4 months. I pay between $400 and $475 a month I have talked to the company and they tell me that wene my acount is at $0.00 balance they can then offer me a "good rate".So I did just that. I called and direct energy told me that they can not help me because their is still a balance but the bill is not due yet. I have been with them from 2006 and I have never recived a "Good rate". DIRECT ENERGY IS NOT THE WAY TO GO!!!!!!
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.
Can't even pull up an account file
Not only has my bill increased by 300% comparing 10/1/07-9/8/08 to 10/6/08-9/4/09, but I've now talked with 5 people including a supervisor who can't pull up our account with the account number, tax ID number or ESI-ID number.
There is no reason that my electric usage would have tripled. What can be done? Who can I talk to? HELP!!!
Sales scam
A Direct Energy sales person (first name Cameron) is engaging in a scam ; promising upgrades to your house, rebates for cancellation fees from your existing service, extremely low rates and lying about other households switching. NONE OF THIS IS TRUE. He tells you that you have to switch to Direct Energy before he can proceed. He conveniently does not have any documentation with him. DO NOT BELIEVE THIS PERSON.
Michelle in Customer Service was very helpful and promised a call-back within 48 hours from an "investigative team member". When this person called, it was like talking to my cat - she had no clue as to what was going on and was of very little help. All she could do was to try to get us re-instated with our old provider.
My reccommendation is to steer very wide of Direct Energy.
The most unethical company I have ever encountered.
A huge company like this can grow without using fraudulent marketing practices. My wife and I - after having been pressured at our door, in the winter, late, to show our bill, then listening to the scripted hard-sell on skyrocketing prices and the "fact" that all our neighbours were signing up for a "protected price" - will NEVER deal with them again and will at every opportunity share our views with friends, relatives and all strangers. Thumbs down on all counts.
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.
Price,plans
The people that work for this company is not very bright. I had to go to six people to try to get a lower rate after I received a letter from this company to get a lower rate and no one knew what they were doing.I was told sorry the letter was sent by mistake, and at the end they said sorry can not help you. After an hour of my time. Im somewhat new to this place and would not tell anyone to go to this company. Im paying way to much.
Unfair Pricing
This company offers discounted rates to NEW customer only. For example, the rate currently offered for new customers is .11+ cents per kwh. The cheapest offered to exsisting customers per my conversation today with Direct is 12.2+ cents. Not much difference, but every penny counts in today's market. You would think Direct would want to keep customers, not offered cheaper rates to a select group and offending the rest of their customer base.
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.
Do Not Use Direct Energy
Over the course of my years with Direct Energy, my bill rose from around a couple hundred dollars to over five hundred dollars? And this was way more than just fluctuating gas prices and weather changes. One month I tried to use as little electricity as possible and still got a HUGE bill. Direct Energy claimed that something must be wrong with my home's insulation. They claimed my meter was functioning perfectly. After I switched providers, my bills have shrunk back down to a normal size. These guys are not to be trusted.
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.
I Couldn't Wait to Switch
While Direct Energy's rate was reasonable and I didn't have too many problems with what I paid per month, my main issue arose from their lack of customer service. I was set up on auto pay on my credit card, which allowed me to pay on time EVERY TIME for 7 or 8 months. GREAT! One less thing to worry about. Then, as my credit card was expiring and I got a new one, I proactively updated my credit card info, however, it kicked me off of auto pay, which I didn't know. So, their reps started calling me at 7:00 am. Yes, 7:00AM! In the MORNING! Finally i answered, told them I was on auto pay and just to run my card for the balance. YOU HAVE MY INFO! RUN IT!. The Rep refused because it wasn't the card set up originally on auto pay & said I had to pay by money order. I said, "Uh... Nope." Run my card if you want my money. She replied, "Well, We Just Gonna Turn Yo Powa Off!" - I replied - "Don't bother, I am switching today". Adios, Direct Energy, go play basketball with the Rockets or something.
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