Direct Energy Customer Reviews
Direct Energy Rating
Texas Electricity Ratings Score:
( 4.1 / 5 )
See how ratings work
All Providers Ranked From High To Low
Rating Summary:
| Plans & Products - | ||||||
| Complaint Resolution - | ||||||
| Community Outreach - | ||||||
| Innovation - | ||||||
| Rewards - | ||||||
| Market Perception - |
Legend:
| - Among the Best | ||||
| - Better than Most | ||||
| - About Average | ||||
| - The Rest | ||||
| - Data Unavailable |
Plans & Products
We looked at providers' product mix, types of plans, accessibility and incentives. This score is based on a review of non-traditional products, tiered pricing, green plans, and prepay options. It is also based on accessibility by measuring deposit options, payment amounts, credit requirements, base charges and monthly recurring charges, and finally incentives; gift cards, bill credits and customer rewards.Complaint Resolution
Complaint Resolution looks at how a provider responds to customers' concerns and find solutions to their problems. This score is tied to customer service complaint surveys, responsiveness, handle times, linguistic options, and cost to serve.Community Outreach
Community Outreach looks at a provider's involvement in its community and giving back. This score includes carbon footprint involvements, charity programs for customers, charity involvement, employee engagement programs and volunteering.Innovation
Innovation looks at new products, environmental and industry advancement, and market leadership. This score includes involvement in improving the environment, providing tools for customers to be more efficient and reduce overall cost of energy and consumption (ie: smart thermostats and other home products, usage emails and summaries, solar partnerships, etc)Rewards
Rewards looks at the type of incentives the provider offers its customers to keep them satisfied and engaged with their energy company. This score includes rewards offered, such as gift cards, bill-credits, free power, renewal products and refer-a-friends programs.Market Perception
Market Perception is an average score from other market scores and resources such as the Better Business Bureau, Public Utility Commission of Texas, and other 3rd party surveys.
332 Reviews for Direct Energy
Great Customer Service
(5 / 5)
“ 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. ”
July 10th, 2018
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
A Breeze
(5 / 5)
“ 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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! ”
July 9th, 2018
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
LOVE DIRECT ENERGY
(5 / 5)
“ 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!! ”
June 29th, 2018
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
Amazing Customer Service
(5 / 5)
“ I love direct energy. They are very helpful and understand to the needs of the customers. ”
June 18th, 2018
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
Very happy with my service!
(5 / 5)
“ 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! ”
June 5th, 2018
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
Great Service
(5 / 5)
“ The live chat is now my go to. ”
May 24th, 2018
Excellent! We love our Chat feature too. Thank you for the wonderful rating, NeeSha M! We hope you have a great day. -Eleanor
Glad we switched!
(5 / 5)
“ 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! ”
May 21st, 2018
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
Best price around
(5 / 5)
“ Always a good price on electric. Great customer service reps ! ”
April 26th, 2018
We're so happy that you've enjoyed our customer service and have advised others about your great experience! Thanks for the review! - Kate
Great rates and very good customer service.
(5 / 5)
“ Needed to re-up and got a great rate again. ”
April 26th, 2018
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
pay bill
(5 / 5)
“ kim was fast and efficient ”
April 24th, 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
Billing help
(5 / 5)
“ Kim was awesome she was able to help me. ”
April 24th, 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
billing Chat
(5 / 5)
“ Megan on the chat was AWESOME!!!! ”
April 19th, 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
Chat service great!
(5 / 5)
“ I was really concerned about my electricity service. But Kari at Direct Energy set my mind at ease. I appreciate her knowledge of the situation I had. I'm extremely satisfied with Direct Energy as my service provider. ”
April 11th, 2018
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
Needed help with payment arrangements
(5 / 5)
“
It doesn't matter what my need is when I call or chat with customer service from Direct Energy, they ALWAYS help me and listen to what my situation is.They are always kind & very helpful.
I refer this company based on my experience with customer service and my monthly savings. Keep up the good work!! ”
March 27th, 2018
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
Great customer service!
(5 / 5)
“ I needed help changing my service start date. Customer service rep was very helpful and accomplished this within minutes. ”
March 27th, 2018
Hi Brad! We are happy we could assist you in a timely manner with changing the start date for your service. Don't hesitate to contact us if you ever have questions or concerns. All the best, - Jane
DIRECT ENERGY THUMBS UP !!
(5 / 5)
“ Everything was Great!! ”
March 21st, 2018
That's great feedback, Diana. Thank you for taking the time to leave your feedback. Have a nice day! - Cole
Try the chat room.
(5 / 5)
“ I had all my issues resoved in a polite and timely manner. Thank you Kim. ”
March 9th, 2018
We are glad to hear that Kim took care of all the concerns you had. Thanks for reaching out to us and leaving feedback. Our goal is to provide exceptional service to our customers. Thank you for your business. - Cole
GoodForAllPeople
(5 / 5)
“ Very good plan.. ”
February 20th, 2018
Thanks for the review and for choosing Direct Energy. Have a nice day! - Cole
The Best Energy Provider Here
(5 / 5)
“ I had renewed with Direct some months before but I guess it was too early for a renewal but one phone call and it was done immediately by a very knowledgeable Customer Service Rep. Direct has been my choice for some time now and I don't plan to change any time soon. ”
January 17th, 2018
We are so glad to hear this feedback, Randy. Thanks for sharing your experience. Have a great evening. - Cole
experience with Direct Energy
(5 / 5)
“ My experience with Direct Energy has been great but mostly the cost. I have had such great savings and for me that is most important in my time of financial difficulties. Thank you so much. ”
January 5th, 2018
Maria, thanks for the wonderful feedback. We are glad to hear that you are able to see a savings while being with us. Have a great day! - Jane
Direct Energy gives customers choice, simplicity, and innovation where energy, data, and technology meet.
Direct Energy makes energy work harder for their nearly five million home and business customers across North America. They compete to earn their customers' business every day. They empower their customers with simple solutions to track, understand, and control the electricity they use. Direct Energy provides the insights needed to make smarter decisions, be more efficient, reduce energy use, and save money.
Direct Energy will continue to lead energy innovation through connected experiences that make a difference in people's lives.
Updated: 09-21-2018