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23 Reviews & Complaints

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Natural Gas Rates, Ohio
Posted by Wgooden2 on 11/04/2013
HOUSTON, TEXAS -- Vectren Energy sold their natural gas supplier business to Direct Energy a little over a year ago. I had been getting gas from Vectren Source under standard rate less a penny. At expiration of supply contract, Direct Energy switched me to a variable rate contract. The first couple of months were about 15% above the standard rate. Then in Jul or Aug, rates went to almost double. It appears Direct Energy probably stopped advertising their variable rate, then changed tripled their add-on making the rate double the standard 30-40% above any advertised rate so they could RIPOFF their customers.

Needless to say, I will be changing my natural gas supplier and it won't be Direct Energy.

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Direct Energy Gave My Account Information to a Stranger
Posted by Buffyanne2002 on 08/09/2013
DALLAS, TEXAS -- Direct Energy changed the phone number on my account with out my permission or notifying me. They called a complete stranger and gave them my account information for months. The person they were calling even told them several times that the number was incorrect and they neither changed it nor called me to verify. My power was turned off because I didn't make payments that I was completely unaware of. Then they said that if I wanted it turned back on I would have to pay a fee. They didn't take any responsibility at all.
Direct Energy is a money hungry corporation that does not care about its customers.
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Posted by DebtorBasher on 2013-08-09:
How did you find out they were calling a 'complete stranger'? Did they tell you that themselves or did you know this 'complete stranger'? It seems odd that they continued calling that person, knowing it was the wrong person.

You said they didn't call you to verify it...but, how would they have been able to call, if they were calling the wrong number?

I'm not understanding how you were unaware of payments being due each month. It's your electric company, didn't they mail you a statement? Weren't you able to go online to check your account? Something isn't adding up here.
Posted by olie on 2013-08-10:
I agree with DebtorBasher. How do you NOT know when your utility bills are due?

Mine will arrive in the mail around the 15th, payment due around the 29/30, and my checking account will be debited on the Friday before the "due date". If I don't receive the paper bill, I have the option of calling(using info on previous paper bills, which I've kept for the past decade or so) or going online to check the info.
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Misleading Phone Call and Then Recording Call Without Consent
Posted by TSPJR on 07/11/2013
UNKNOWN, ILLINOIS -- Rico called and said he was from Ameren. When I took the call, found out he was with Direct Energy, not Ameren. I informed Rico that I get these sales calls every couple of weeks, and I've repeatedly asked them to stop calling, make notes in their system to stop calling, and to put me on the do not call list. I then asked to speak with his supervisor. After a lengthy wait, Lyndsy came on the line.

As I was explaining to her how Rico had mislead us in believing he was with Ameren, she said she would listen to the tape to see what was said. I then asked her if all of the calls were recorded and she said yes. I informed her that I was not informed this call was being recorded, that I did not give my permission to record this call, and they should contact their general counsel to look up Illinois law about recording phone calls without permission. She then asked if I gave permission to record my call only for the portion of my asking to be removed from their records and to put me on the do not call list. I agreed only for that short amount.

If this company had good service, they wouldn't be using false and misleading methods when they call.
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Waited 20 Minutes for Rep, Was Rude and Non-Compliant
Posted by Patn1941 on 06/03/2013
When signed for service was promised 50.00 reward. Never received. When I called took 20 minutes for them to answer. Said he would send out in 6-8 weeks. Told him about long wait. he replied " You are no the only customer" Was cold and condescending. Will probably not stay with this supplier.

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Posted by Maria on 2013-06-26:
My experience with Direct Energy Call Centre is very very bad. Call Centre reps do not put in notes in the system. Everytime I calll they say there is no appointment until after 4 days. Pay for a plan to cover repairs and you get absolutely no service from Direct Energy, only waste your time. Wait is very very long very frustrating...it is a rip off
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Rip off
Posted by Serious customer on 02/14/2011
DALLAS, TEXAS -- We own couple of businesses in Dallas and all the bills we received had been showing a past due balance on it eventhough we have been sending checks. we kept thinking may be they generated the bill after they got the checks. This keeps happening for over four months. Finally we contacted them and they kept giving me excuses that it is not showing on the accounts and told me to check with the banks. After about ten minutes of arguing the agent on the phone tells me that she sees the particular amounts and the check numbers but it got misplaced and it has never been applied to the specific accounts. I still have about one year on the contract with the direct energy but after that I am changing to some other company who is more trustworthy.
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Avoid Direct Energy
Posted by Sal817 on 09/30/2010
DALLAS, TEXAS -- Avoid Direct Energy at all costs. The electricity market in Texas, since deregulation, is bad, but there is no need to compound it by choosing Direct Energy. They have many small fees and charges that you are unaware of till they are assessed, but they also charge interest on any overdue amounts. And receiving a disconnection notice for a $70 bill that was only 10 days late is a little overkill. There are a lot of electricity providers in Texas and you should always choose carefully. Eliminating Direct Energy from your list of electricity providers will help you narrow down your choices.
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Posted by tnchuck100 on 2010-09-30:
Few people realize it but your electric provider does not change. It has been the same since your house was hooked up. The only thing you are choosing is who bills you for it. It is a new layer of business that deregulation allowed. And you (we, and all of us) are paying the price. Granted, Texas seems to be the worst.
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Direct Energy has the worst customer service
Posted by Melissa9687 on 08/03/2010
I called Direct Energy this morning to discuss my hot water tank rental and spoke to Andrew. Rude and condescending sums it up in 2 words, if you're short on time.

First, I asked if my tank was an older unit, as I was having some issues. I was informed in a curt voice that my tank was "only" 7 years old. I asked how old a tank has to be before replacement. Andrew said 16 years. And "anyone who told you they start to go downhill after 10 years is lying and doesn't know what they're talking about." Um, ok.

Next, I said my hot water tank runs out of hot water after 2 showers, and I have to run the tap for about 3 minutes until the water is warm enough for showering. He suggested a service call.

I asked about a service call after work, and Andrew stated that there were no weekday evening appointments available. He said that my situation was "low priority" to Direct Energy, and as such, he was unable to fill my request. Um, fine. (FYI - I never did get an appointment, as he's booked for the whole month. I said I'd talk to some family and see if I could get someone to come to my house in the daytime. Way to make me feel like a valued customer.)

Next I asked Andrew about the buyout option for my tank. Actually, I asked twice, because the first time he danced around the question and wouldn't tell me the price. He generally discouraged this. No doubt. They'd be losing money big time, if my tank is really expected to hold out for 16 years.

Direct Energy, I'm not impressed. Andrew, I bet you're making your quota every month, and are on the honour roll. Way to go. You managed to save your company money and in turn justify your job. In the end, isn't that all you care about?
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Posted by MDSasquatch on 2010-08-03:
I have never heard of people renting their hot water heater from the energy company; BGE used to sell appliances but I don't think they rented anything.

Can you just go to Lowe's and buy your own and have them come pick theirs up?
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Don't Deal With Direct Energy
Posted by Bam4224 on 07/25/2010
TEXAS -- Direct Energy is a complete rip-off. I was charged over $70 on my first bill which was for 9 days. They gave me a bill stating I used over 500kw of energy during that time; however, I had no appliances other than a refrigerator (no TV, microwave, etc.), neither did I leave lights on or made extensive use of a/c or heating. I don't even have kids or anyone that lived with me. When I inquired about the charges, they said they would send someone out to check the meter at "my" cost. They checked it, and of course said that there was no error on their part. For the remaining 5 months on my lease, I averaged half of the initial usage, and my bills were about $30 a month. No more than $40. No way I could have had that amount of energy consumption in 9 days if I wasn't using it in 30 days. Also, Upon disconnecting my service, I requested my deposit to be mailed to a separate address since I decided to move. I was told the information was updated, and that my payment would be received within 4-6 weeks. I called multiple times to verify this information was accurate. I was told everything was taken care of. However, I checked online and the address was incorrect. I called and they corrected the problem, but after I didn't receive the payment for some time, I called again. This time I was told that my payment was mailed to the wrong address (my old address, even though I updated my information), and that I would have to wait an additional 4-6 weeks for them to mail my payment again. I told them that the period of time was unacceptable, and asked that they mail it overnight. I was then allowed to speak with a supervisor, who stated that the payment was made to the correct address (the first employee I spoke with gave me a different story), and that there must have been an error with the mail system. I asked the supervisor if my payment could be mailed overnight even if at "my" expense, but she continued to tell me to wait 4-6 weeks. I asked to speak to someone else, but she came back to the phone only to tell me to leave a message on someones machine. By this time, I was through asking for "my" money (I was calm and professional the whole time). I got real firm with them. (I let them know I was serious without speaking loud and outrageous). My payment was then mailed overnight. My advice... be firm, and seek legal action if you have to. IN YOUR FACE DIRECT ENERGY!!! lol

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Posted by Alain on 2010-07-26:
To avoid rewriting a lot, see http://www.my3cents/showReview.cgi?id=78873, "Direct Energy is a total RIPOFF!!!-Electricity".
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Terrible Customer Service
Posted by Ldl1985 on 06/29/2010
You get what you pay for! poor customer service - inefficient - even when they admitted they made the error they did nothing to make amends or work to keep my business.
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Posted by tnchuck100 on 2010-06-29:
What happened? Details, please. As it stands you have not said anything to support your complaint.
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Direct Energy is a total RIPOFF!!!
Posted by Nikki02 on 05/21/2010
Direct Energy is a Ripoff they try to get as much money out of you as they can. Me and my husband had been using them for 6 months and the first 2 months our bill was a little over 200, the 3rd month it went to 298, the 4th month it was 364 then the 5th month it jumped to 502. We told them to come check the meter they said it was working properly and they had an actual reading. So the last month we used them our bill jumped to 634.97 and we were not even home during the day. I called customer service they said there was nothing they could do and were not willing to work with me and then asked so when are you going to be able to pay your bill. I just laughed. So we changed our light company right after that and our first bill was 68 dollars and some change which it was only for 22 days but it would have still been less than 100 for one month.
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Posted by Alain on 2010-05-22:
Direct Energy is owned by a large British energy company, Centrica. They have been investigated and fined for (among other things) ethics problems in the past. You may want to contact the Texas Attorney Generals Office (Consumer Protection) at 800-621-0508 (out of state), 512-463-2185 (Austin), 214-969-5310 (Dallas), 915-834-5800 (El Paso), 806-747-5283 (Lubbock), 956-682-4547 (McAllen), or 210-225-4191 (San Antonio)to complain. They very well may have a file on these folks.
Posted by Alain on 2010-05-22:
You can contact the Texas Attorney Generals office (consumer protection) about this via oag.state.tx/consumer/index.shtml or call 713-223-5886 (Houston Regional Office).
Posted by Alain on 2010-05-22:
Posted this in the wrong place, but still applicable.
Posted by sjfaris on 2013-08-22:
They are offering customers low rates to start and then put you on a variable rate. They claim ypu could change to a fixed rate.However, they fixed rate is higher than National grid.
My advise would be to avoid this company. You are correct they want to see how much pain you will take. Glad you noted this practice.

Steve faris
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