Enercare Home Services

I have increased my review of Direct Energy. I did write a poor review earlier today because after numerous phone calls I could arrange anyone to follow through with their promise to come over. There was definitely a breakdown in their internal communications but after Ross Chapman, came by and impressed me with his knowledge and great client service, I have a much better impression now so thank you to Sonya Prospero you were great and saved the day.

Very good customer service, the rep was respectful and explained everything is great detail. Was not very flexible on time of appointments. Cost was a lot higher than we were anticipating however we did need to change over both the water heater and furnace.

Stan from Direct Energy came on time, order a replacement part which was prompltly delivered to our door, came back then and fixed our problem less than half an hour later. Great service, prompt and very personable.

The Salesman who came to my home to give me an estimate was very honest and did not pressure me into making a decision. He told me to think about it and gave me his cell number should I have any questions. I did have to call him back and he was very helpful in answering my questions. The installation took place here in Ottawsa and I have nothing but good reviews to give Direct energy.

Had no hot water last night. Called at approx. 6 am in the morning. Arranged a service call for that night (6 - 10pm). Tech called around 7:30 pm said that he would be there in about 10 min. Arrived in 10 min. Put on his boot covers. On the way to the water heater, checked to see if he knew what the reason I call was. He did but filled him in anyway (generic no hot water vs. the history of what I tried before calling). Took a look, replaced part and tested for leaks. Explained what was wrong, what he was doing and what to expect. Asked him questions regarding replacing the unit, he answered them and explained current things happening with regards to replacing water heater. With service call done, he cleaned up the work area, threw out the old part. Cheery fellow, signed off on paperwork and left.

The water heater stopped working because the sensor tripped, due we think to some chemicals applied in the furnace room to get rid of an ant infestation. The technician replaced the sensor.

Our rental water heater needed replacement - water was rusty. They quickly made an appointment and it was replaced very efficiently with minimal disruption. The weather was messy but they cleaned up the floor before they left. Hassle free...

Two workman showed up an hour late for appointment. When they arrived they did a quick inspection and then helped move items I forgot to move. They then placed a carpet runner on the floor and steps. They removed the old furnace and water tank and will return in spring to replace air conditioner. A third workman arrived about 1 1/2 hours into the job and the work proceded faster. They were there for about 8 hours. There was a problem turning off my gas from the meter. They cleaned their mess in the basement, but left a mess where the pipes went through the basement wall. Overall, I was reasonably happy with the work.

We have been a customer of Direct Eneregy Home Services for many years and kept paying the $200+ annual heating maintenance mainly for a 20 mins inspection and "cleaning" of the furnace. It was always a pain to get a convenient appointment for the heating maintenance. I kept getting reminder letters signed by their VP & GM, Mike stating how important it is to schedule maintenance and how easy it was even to book on line. The link provided was not working. I kept trying to persistently cal several times untli finally our maintenance appointment was got scheduled for Friday Feb. 23 between 3 & 7pm. I took the half day off but none showed up (no calls, no note left on the front door). We complained then a technician came the next day. The technician red tagged our furnace as unsafe because of cracks in the heat exchanger. She told us that the furnace passed its 10 years on Jan. 31 when the warranty for the heat exchanger ceased. We were left with the only option to talk to their sales guy they would not offer space heaters unless we purchase a new furnace from DE. This is a dispecable way of teating loyal customers. We called Holmes Heating who proviided superior help and installed quickly a mew furnace. Above and beyond leaving us in the cold, DE refuses to stop our monthly heating mantenance payment until Oct. 2013. Our family is angry for THIS OUTRAGEOUS treatment by Direct Energy.This is not a company that deserves to stay in business. We DO NOT recommend Direct Energy Home Services to anyone because in an emergency situation there is a great chance that you will be abandoned and suffer like us.

We had a problem with a hot water heater, our basement got flooded. When we called Direct Energy for a technician, our call was answered very quickly and politely, and the technician was sent out promptly. The required parts were ordered very fast and the repair itself was done professionally, we were absolutely satisfied.