Deml

Direct Energy is trying to rip off customers for their ignorance of terms and contract. I had signed up for their cooling protection plan and called for service after 2 months in end of Jun 2012. Technician found problems with compressor and tried to push me to buy a new AC from Direct Energy , instead of providing us a true estimate to fix the problem. As per their terms, there is $500 limit for two items , Compressor and Condensor coil and to take advantage of this term, technician told us , $2200 for the cost of compressor. DE will pay $500 and rest $1700 customer has to pay. This is clear that jacking up the repair cost was only for shifting to buy a new AC. When I took quote from licensed dealer/agency , I came to know that compressor cost is only around $900-$1200. Lodged a official complain to DE President Office. Spoke to DE CSR for 8times and asked for the price break up. DE were trying to make up the price to match $2200 and it was not easy for them. Later they provided me a quote for compressor is $899+tax but there are other tasks like environment fees , leaking valves etc to make it to $2100. DE still could not match $2200. As per DE plan there is no limit for fixing leaking valves but they merge this task with compressor to pay only $500. Also I found from same licensed dealer/agency the there is contractually no environmental fees associated with compressor replacement but DE did that to hike their quote.
Bottom line after 4 weeks , I am still without AC and now I have to take help from OEB/Ontario Proection act to resolve this. Beware of Direct Energy cooling or heating protection plan. DE wants you to pay monthly premium and when it comes for repair, you have to deal with this kind of frustrations.

The service I received from the technician that arrived to fix the hot water tank was exceptional. He was courteous, professional, helpful and went above and beyond what was required.
He corrected the initial issue, and made a couple other modifications (i.e. covered an open area - for safety, and changed a hose - to bring the hot water tank 'up to industry code'.

Recently I had a service person by the name of Grant come to our home to do a maintenance check on our furnace and Air Conditioning unit. I had some concerns about the air flow on our top floor which I have asked other service people about, and Grant was the only person that we have come in contact with that has taken the time to really explain why we were having the problem. He recommended a few cost efficient solutions and clearly explained why some of our issue could not be fixed. He also took the time to clearly explain and show me a number of ways that we could save money by being pro active in energy saving strategies. For the very first time I feel like I truly understand more about our furnace, and the air conditioning unit.Great job Grant hopefully we will get you again on any service or maintenance call

I booked a maintenance with Direct Energy recently. The technician was prompt and courteous. We mentioned that the Air Conditioner was not functioning properly and even though he said it was not part of the maintenance job he took a look at it and found the problem. He went over and above the job and i commend him for that. He was a great help.

I have purchased a cooling protection plan 24 months ago at a cost of $23.00 to find out when I make the call to have a service call that there is an $250 enviro fee they charge to evacuate the system before they make the repair. At no time when they were signing me up did this little tidbit of info be mentioned. This in my opinion makes the cooling protection plan a low value service. Once the mfg's warranty is up I recommend you take the $23/mth fee and put it in the bank if you ever need it an put it toward a real service call were they actually repair something or a new unit.

Unfortunately direct energy is the only game in town otherwise I would go elsewhere for my service plan.

The company was able to provide a service man in the shortest possible time to correct a motor and fan problem in our central heating/air conditioning furnace equipment. The service man, George, who came within the 3 hour window that we were given was on time, completed his service in a professional and competen,t even after he discovered an unusual situation inside the furnace. I would recommend this company and their furnace protection plan and particularly this service representative to anyone who currently owns central furnace/air conditioning equipment.

We were able to book online to have a technician come out and do the annual inspection and cleaning of our furnace (part of our contract) - within days of booking Kevin was able to come out and arrived within the time frame advised.

He completed everything quickly and efficiently, and we're very happy with the quality of the service in every way.

Air still not working properly, have to recharge every year since i perchased it.Protection Plan,read small print,dose not cover heat exchanger,labour not cvered under plan @1100.00,paid by me.The air problem started 1st year.The fenace problem started 19 month after i regester in the Protection Plan.

air conditioner stopped working the first day of our present heatwave. Direct energy arranged an appointment within hours, and fixed the air conditioner - fantastic customer service both on phone and technician.

Our hot water heater was not working. No HOT WATER. We called Direct Energy at 10pm and they have 24/7 response!
They gave us an appointment between 10 and 2 the vvery next day. The technician called around 11 saying he was on his way
He arrived,, was friendly, came prepared and was neat and tidy.
Best of all the problem was fixed in about 20 minutes
Well DONE!
Never ever buy water heaters sold door to door---doubt you will get anything worthwhile and for sure it will not be serviced as Driect Energy did for us!