As our rented water heater was nearing the end of its life we asked Direct Energy to replace it with a new model. They promised that their installation fee ($100) would be waved because the water / gas drops were already supplied and nearby.
When they arrived, DE decided they didn't like the placement of the gas drop and installed their own. They then proceeded to bill me $250 + HST for this "service." I did not approve of this, nor was it necessary.
I had to call and file a complaint against the charge, and continued my conversation with Direct Energy. They refused a refund. It was only after I wrote a letter to their "office of the president" that a refund was finally given.
Home owners beware.
- Approximate cost of services:
- $24.99
- What could this company do to improve their services?
- Better communication with home owner.
- Any advice to offer fellow homeowners facing a similar project?
- Be very vigilant of your bill in case surprises like this happen!
- Company Response
Hi Chris,
Send us your phone number and address so we can determine why the line needed to be moved. We will work with our team to investigate why the technician had to run new lines. It could have been for code or accessibility reasons, but send us your info and we’ll find out exactly why.
Thanks