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. ”
October 19th, 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. ”
August 29th, 2018
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
Definitely Preferred Electric
“ Excellent prices, but customer service not always the easiest to understand. ”
July 12th, 2017
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 email@example.com if you still have unresolved issues that we can assist you further with. We are happy to help. Have a good day! -Jane
Help with renewing with Direct Energy
“ The customer service representative was most helpful. ”
June 30th, 2017
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
Service and price
“ Far better Service and prices than I Had with TXU ”
April 20th, 2017
We strive to remain competitive and friendly to meet your needs. Thank you. - Ally
“ Cres was extremely helpful; answered all my questions and concerns. ”
December 18th, 2018
sign up an electrical plan
“ short waiting time, smooth, and straight forward ”
June 12th, 2017
Thank you for the feedback! Don't hesitate to contact us if you need our help! Thank you for choosing Direct Energy! -Jane
“ Melinda was very helpful and thorough in explaining ”
June 7th, 2017
Dolores, we are happy that you had a great experience when you needed help. Thank you for being our customer! All the best, -Jane
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. ”
January 27th, 2014
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!
August 28th, 2012
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. ”
July 31st, 2010
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. ”
May 27th, 2009
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.. ”
July 31st, 2011