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Worst Customer Service in Any Field Ever!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- Worst customer service ever!!! I have been with them over 2 years and never had a problem until it was time to renew. I never got any form of contact so I was lucky when I called to start up a new contract. They were really nice when I said I wanted to sign up again but when bill time came I realized that the lady had told me I was going with one plan and signed me up for another. I didn't think it would be a big deal and thought it would be easy to fix since it was just a mistake regarding a minimum usage fee versus a base charge, but the first few times I called they just credited me the difference saying that it was a mistake.

When the issue continued they changed their story to "oh you didn't sign up for the plan you said you did" and basically arguing with me that I didn't know what I was talking about. After 2-3 months of going back and forth they decide to just sign me up with a new plan this one with a gift card incentive of $200 the first 3 months you pay on time and another $200 after the 1st year you pay on time (never mind that I had already paid 2-3 months on time but they chose to ignore that and act like they don't know what I am talking about).

So I enrolled in auto pay because I figure as long as I don't have to deal with customer service I should be fine but then of course they mess up my rate! I just got off the phone with them and they still don't know what happened and what rate I should really be at! But the whole reason I was calling was because I was told I would get my gift card last month and have yet to receive it due to several excuses. I have spoken to several representatives a few who were rude. One manager even said "I am not obligated to tell you" when I was inquiring when another manager would be working who maybe able to help me better. WTF!

Now they are saying I have to wait another month for my gift card even though the associate told me he wasn't even sure I was in the right plan and doesn't know what is going on and told me to wait so he could grab his supervisor who never even talked to me! He just told his associate to tell me to wait another month even though I was suppose to get it last month!

Direct Energy has some pretty good rates and deals but once you're in they don't care if they give you what they promised. I have been a great customer. I have never paid a bill late and yet I am treated like **. I cannot wait to be done with this contract but I am stuck for 2 years due to their lies!!! Save yourselves some grief and go with someone else!

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Scammed by Minor to Sign a Contract
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GERMANTOWN, MARYLAND -- So this Meredith ** walked to my door reported to be a government official to inspect gas & electric rates in the area for surveys purposes. I was busy so I asked my 13yr old to assist her to confirm our address after I had asked her all sort of questions and confirm her identity. I later heard her asking my son about my date of birth so I immediately became suspicious & refused. I then took a picture of her with my son at the door as evidence. I later received a contract that I had signed up with them with forged signature & date of birth. I immediately went out and she was nowhere to be found. I called to cancel. My question is that can I report her to the police for tricking me, my minor & signing a contract under my name?

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Dishonest at the Core -- They Ignore Their Own Contract!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- I contracted for a fixed electric rate for 1 period of 12 "billing cycles." During the period of the 12th bill, I reviewed my utility billing statement to discover that my rate had changed for that month (and the month prior) from a fixed rate, to a (higher) variable rate. Their contract conditions are clearly stated in the written email acknowledgment I received from them when I signed up a year earlier, but they refused to agree to honor their own contract, and several of their phone representatives argued with me that I was wrong, even though I have a written contract!

They insisted the contract for one year began on the date I signed up for their service, rather than the 12 billing cycles stated in their written communication to me. Because the utility company took two billing cycles before implementing the change to Direct Energy as the electricity supplier, the date I signed up for the supplier contract did not coincide with 12 billing cycles of charges from Direct Energy. One can only guess how many other customers were improperly billed using this methodology?

After a very long wait on hold, and being passed through many service people on the phone, the supervisor said the matter would be sent to "problem resolution." Call me skeptical, but I suggest this difficult process is intended to deter customers from pursuing legitimate refunds. I received a call from the "office of the president" of Direct Energy about 10 days later, apologizing and stating a refund would be sent to me.

When I received the refund, it was only for the last month's overcharge, not for the month prior. I called again today, and again the issue is sent to their "problem resolution" department. A representative of that department called me back today, tempering my displeasure, but really at this point I believe there is a systemic problem at this company which results in overcharges to at least certain groups of customers (if not all).

My difficulty in dealing with Direct Energy and their core dishonesty are appalling, and I will never deal with this company again. One could only hope that some lawyer or group of customers catch up with this company to determine whether a class-action lawsuit is in order.

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Worst decision I ever made signing up with Direct Energy!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GUN BARREL CITY, TEXAS -- I signed up with Direct Energy when we moved to our new home. When I chose my plan online I by mistake chose the wrong plan that had auto pay. I immediately changed my plan and called to verify that it was changed in their system. They told me it was and all was well. (Never once mentioning any fees or breakage costs). When I received my first bill I noticed a $15 charge for auto pay breakage fee. At first I was like, well ok, I did change my plan so I will go ahead and eat the charge. (Although I thought it was BS).

The following month I paid my bill 3 days late and knew I would have to pay an additional $5 which I was perfectly fine with. No biggie. When I got my bill the next month there was not only another $15 auto pay breakage fee but a $25 payment recovery fee as well (this was for an email they sent to notify me I was late, NOT LETTER, an EMAIL which I received after I paid my bill). I was upset to say the least.

I called for an explanation of these ridiculous charges and was told that I would be charged $15 a month for the duration of the year for the auto pay breakage (that's right $180 because I clicked the wrong button at the sign up process that I corrected immediately) and the $25 recovery fee will be charged each time they send me an email to tell me I am late on top of the already $5 late payment fee I already paid.

I WAS THREE DAYS LATE! She said there is nothing they can do. I informed them that I thought it was excessive and I was very disappointed and if someone else could help me, like a supervisor, to remove the charges or at least the $15 breakage fee from future bills. She said no, her supervisor couldn't do anything either that they do not have the authority to make those changes.

All she could do was put a ticket in and hope for the best. I told her if it wasn't resolved I would be switching companies and was told that a $250 fee would be charged and switching would probably be a problem. I am not sure what that means. I was too upset to continue with the call so I thanked her for nothing and hung up. They are thieves! We barely make ends meet as it is and these additional charges make a huge difference. STAY AWAY FROM THIS COMPANY. FAR, FAR AWAY!

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Triple the Prices Offered by NYSEG!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PITTSBURGH, PENNSYLVANIA -- Opened our most recent electric & gas bill to be met with a cost of over $1700. WTF?? (Normal bill is around $200) Looking at the bill we saw this huge amount came from Direct Energy. Called them. First, they said they only charge using the meter #s NYSEG (New York State Electric & Gas) sends them. Second, they said the higher cost was due to our not having a contract and using a variable rate and wanted us to get a contract. We refused. The guy started to argue with us when we told him there is no way in hell we used that much electricity in a month. He basically said it was all NYSEG's fault. There are only 2 people in this house, nothing has changed here in regards to energy use. Ended up hanging up on him as he was just getting nasty about it.

Called NYSEG this morning to get their take on what's going on. We were, for starters, charged for over 5000 kWh that NYSEG never sent them #s for. NYSEG's electric rate is around 4 cents. Direct Energy's electric rate is around 14 cents! NYSEG representative told me to pay JUST the amount we own NYSEG. She'd put a hold on the account while we fight with Direct Energy for the remainder of the bill.

Called Direct Energy back again. Couldn't find our account via phone # or the account # on the bill. Rep began the same line of needing a contract and that they only bill using the meter #s NYSEG sends them. Told them we'd already spoken to NYSEG and that according to their records, they never sent Direct Energy that 5000+ amount. Rep said he'd get in touch with NYSEG to confirm that and to please hold. Not 10 seconds later, we lose the connection with Direct Energy and have been transferred to NYSEG.

I hang up and call Direct Energy back. (Third times the charm, right?) No. Third time telling them no, we don't want a contract. Third time explaining to them the impossibility of us using that much power. We already spoke to NYSEG. We are NOT paying the $1500 amount on the bill that they are saying we owe them. We are canceling our account. Period.

I wrote down the cancellation #s I was given on the phone and the date of the conversation. Unfortunately, it will take at least 1, possibly 2, billing cycles before the cancellation kicks in. (NYSEG and Direct Energy both said this.) In the meantime ... a $1500 bill + whatever other madness they try to charge us over the next month or two will be hanging over our heads. No pressure over the Holidays at all! We are LIVID! If you have any sense at all, DO NOT deal with Direct Energy. It's past time to look into going solar, we thinks.

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Direct Energy billing me for their negligence and retribution
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- I was billed late in February AND March for power that the company claims I used about 8 months before.Even though I am no longer a Direct Energy customer, I attempted to pay the bill.
However, I'm still being harassed about this bill and they're not crediting the invoice either. It's a long story, but I pay my bills and am not a deadbeat. This bill came about because THEY NEVER BILLED ME FOR THAT PERIOD IN THE FIRST PLACE!! They're not honoring my payment processor (Checkweb) attempts to pay them and payments have been declined at their end.
This approach allows Direct Energy to continue accumulating late fees for an indefinite period of time since they seem to continually refuse payment on one end, and they demand payment on the other.
My opinion is that this is retribution for the fact that I submitted PUC complaints against their company for things that were THEIR FAULT to begin with. The complaints were necessary because the company owed me money. They finally paid me several months late after having to submit complaints to the PUC. I also have lots of documents, recorded phone calls and ALL correspondence to support my claims against this company.
This company obviously has no intention of honoring my Cease and Desist requests either, causing this to continue for an indefinite period of time.
My attorney advised me to continue to try to deal with the company for another month, then we should file against them if the harassment continues.I really didn't want to go that route as I've already spent about 20 hours of my time ( which I normally bill at 35 dollars/hr ), but at some point, I'll have to recover my costs and legal fees as well.
Reason of review: Poor customer service.

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Virtually Impossible to Cancel
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWARK, DELAWARE -- I foolishly enrolled on a Sunday via a door to door representative. I called to cancel my enrollment the next day as it states on the enrollment form that you only have 3 days to cancel or else you incur a $99 cancellation fee. I was told that a "precancellation" notice was placed on my account and to call back the next day to confirm that once my information was entered into their system, it would automatically cancel my account. The next day, none of my information had been entered into their system, but the precancellation was still active.

The following day (last day of the 3 day grace period) I was told that there was no precancellation notice on my account, as "precancellation isn't a thing they do." I hung up, called back, and a different CSR told me that my account was actually cancelled. I don't know what to believe, but I recorded all of my phone conversations with their CSR's just in case, as they do not issue any concrete evidence (such as an email or a letter) confirming that your account is indeed cancelled. Don't be an idiot like me and get involved with them. It's a nightmare.

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Rate Jumps High After Initial Contract Ends
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Very, very unhappy with the rate hike after the 2 year contract was over... The hike was way above the normal price DTE charges their customers. Like double price! I didn't realize until I changed to a different carrier, and I had to call Direct Energy to cancel. I asked them why my gas fee was so high. They said it was up to me to call them and request a lower price. They said they did send a post card saying my 2 yr contract was over. I did not see that post card at all. So I find it is better to just stay with DTE. Their price is fair. And doesn't jump high for only the reason that your contract is over.

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Direct Energy Scam
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- Whatever you do never let the Direct Energy door to door salesmen see your energy bill. They will lie and cheat just to see that bill to get your account number and switch you over to Direct Energy behind your back. Before it's too late, you'll be stuck in with the worst terms and huge cancellation fees to get out of it. Just look up "Direct Energy Scam" on Google and there are thousands of stories like my own of Direct Energy scamming its customers if you don't believe me. A huge mistake to ever sign up with Direct Energy! No matter what they tell you, don't believe them. They are a rip off and not worth your money.

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Price Gouging
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- I signed up about a year ago at a locked in for a year at a recovery rate of 0.469 per CCF, which as it turns out, was the actual average rate over the year, so I gained nothing for switching. This month (2/15) the locked in price ended and Direct Energy charged me 0.799 for recovery while the rate was actually less than 0.4400 per CCF! I was billed 50% more this month from a year ago and I used the exact same amount of gas! And now prices are even lower! I dropped them like a bad habit. Yeah, I'm pissed!

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Direct Energy Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 35 ratings and
51 reviews & complaints.
Contact Information:
Direct Energy
12 Greenway Plaza, Ste 250
Houston, TX 77046
1-855-461-1926 (ph)
www.directenergy.com
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