Home > Companies > Direct Energy

About Direct Energy

Direct Energy Logo

PURA#: 06-03-06

Direct Energy is one of the largest providers of energy and energy-related services in North America. With customers in all 50 states, 10 Canadian provinces, and Washington, D.C. Direct Energy has also shown to be a progressive company, developing new plans, products and technology that deliver consumer insights and resources to help them save money. The Nest Learning Thermostat, Plenti and their personalized Online Account Manager are all tools that Direct Energy puts in the hands of their customers to use less energy. They're also very progressive, with active social communities on Facebook, Twitter and Pinterest that help them stay in contact with their customers.

CT Energy Ratings Score:


( 3.3 / 5 )
Our rating criteria
All Providers Ranked From High To Low


Direct Energy Customer Engagement

405   Reviews

261   Replies

Response Rate:
64.44 %




This graph ranks Price, Plans, Promotion, Order Experience, Customer Service, Billing, Account Management, Likelihood to recommend and Overall score of Direct Energy


Recommended Electricity Plans

Plan Company
Rating
Length Price


Looking for more options? Enter a zip code and check out all our plans!






405 Reviews and 261 Replies for Direct Energy


Customer Service

(4.8 / 5)

  The Customer Service Chat Representative "Amanda" Was Very Helpful and Was Very thorough. Thank you Amanda.

Rhremodel69
May 21st, 2019

Thank you for the wonderful review! We will be sure to contact Amanda and her supervisor and provide the positive feedback!

Direct Energy Responds June 17th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Super fast and easy live chat!

(5 / 5)

  I was just concerned about when I'd be receiving my free Amazon Echo Dot, so I went in to live chat. To my surprise it was rather fast and easy to use. Cres got back to me quickly to answer my question. I thought I'd have to call and be on hold to speak to someone since mine was a new account, but I didn't and I was satisfied with the answer and service I was given!! Thanks so much for making it so easy!

K. Whittington
April 25th, 2019

We appreciate the positive feedback! We aim for excellent customer satisfaction and we are happy to hear we were able to satisfy your energy needs. We will be sure to inform Cres and his supervisor of your feedback as well!

Direct Energy Responds June 17th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

UNSATISFACTORY CUSTOMER SERVIC

(1.4 / 5)

  TRIED TO ESTABLISH HOME RESIDENTIAL SERVICE AND WAS UNSUCCESSUFUL
AFTER OVER AN HOUR ON THE PHONE TO 3 DIFFERENT PHONE NUMBERS AND
MULTIPLE CALL TRANSFERS, WAS NEVER ABLE TO FIND A REPRESENTATIVE WHO COULD HELP ME
LOCATED IN THE UNITED STATES... ALTHOUGH I REPEATEDLY REQUESTED THIS.

THE BUSINESS CUSTOMERS GET A US. REPRESENTATIVE IMMEDIATELY BUT NO ONE AVAIL. FOR RESIDENTIAL SIGN UP. I F A CUSTOMER CAN NOT GET A LOCAL REP WHEN THEY ARE WISHING TO APPLY FOR SERVICE. ONGOING CUSTOMER SERVICE WOULD NOT BE GOOD EITHER.

Massachusetts residential customer (potential)
April 18th, 2019

Hi,

We wanted to take a moment to apologize that your experience was less than exceptional. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction.

Customers may connect with us by phone, live chat on our website or social media platforms should they have any questions or concerns. Please feel free to reach out to us, thank you and have a pleasant day!

Direct Energy Responds June 17th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Questions about a particular plan

(5 / 5)

  Kim @ Direct Energy was great. She is professional and answered all of my questions.

Helen
April 5th, 2019

Good Afternoon Helen,

Thank you for the positive feedback regarding our chat agent Kim. We are pleased to hear she was professional and able to address all of your questions and concerns.

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Great service!

(5 / 5)

  I have had a great experience with DE. A few hiccups along the way but nothing they could not handle quickly. I am pleased! The chat has actually worked awesome for me!

Lisa
April 4th, 2019

Good Afternoon Lisa,

We appreciate you taking the time out of your day to provide an exceptional rating based on your experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction.
Please feel free to reach out to us via phone or Live Chat on our website with your full contact information should you ever need our assistance. Thanks and have a wonderful day!

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Switched service provider

(5 / 5)

  Great rate

Linda
April 2nd, 2019

Hi Linda,

We are very pleased we were able to provide an exceptional rate for you and your family. Please feel free to reach out to us via phone or Live Chat on our website with your full contact information should you ever need our assistance. Thanks and have an amazing day!

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Moving on from Direct Energy

(2.2 / 5)

  I've been a Direct energy customer for several years. Upon renewal for the contract, I received a letter for my gas & one for electric usage. There is no place in the letter & or contract that says "To call Us to renew". I want cancelling so I thought, I should be ok where I am, and I will be in my plan. Well no, I was wrong. I'm on second bill that is sky high because of the new rates... Why isn't my supplier going to Bat for me? They are just squeezing me for more money. I did get $100 in a prepaid VISA to compensate for last months charges, but nothing for the same high rate again this month. Bastards. Can't adjust their billing statements? What a crock of crap. Buyer beware....

Disappointed_NY
April 1st, 2019

Good Afternoon,

Renewals may be processed via phone, live chat or in the online portal. The renewal notices are issued as a notification of the current contract expiration date. We do apologize if the renewal notice was not thorough enough to explain how to renew the account. I am glad you received the $100 Visa gift card. Once enrollments and/or renewals are submitted, it can take 1-2 bill cycles to take effect on the billing. Should you have any additional questions or concerns, please feel free to reach out to us via phone, live chat or email. Thank you and have a pleasant day!

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Easy and reasonably priced

(5 / 5)

  Very happy with my experience,

MH
March 25th, 2019

Good Afternoon,

Thank you for taking the time to give us a great rating based on your experience with our company. We certainly value you as a customer and strive to provide exceptional customer service always. Feel free to contact us via phone or live chat should you ever need our assistance. Thank you and have a delightful day!

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

reputable

(5 / 5)

  Never a problem. Real deal. No scams!

janet koch
March 24th, 2019

Hi Janet,

We appreciate you taking the time out of your day to provide an exceptional rating based on your experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. Please feel free to reach out to one of our live chat agents on our website or by phone with your full contact information should you ever need our assistance. Thank you again and have an amazing day!

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

my review

(3 / 5)

  i got a good plan at a good price, but was never notified of contract ending and never offered a renewal deal so i left

how it was
March 10th, 2019

Good Afternoon,

We are sorry to hear that you did not receive your renewal notice. We do provide the available renewal rates in the online portal for your review until the account has been renewed or closed.

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Great communication thru the" Chat"

(5 / 5)

  I tried to sign into my.new account, couldn't find my account #. Plus,I was concerned that my rate would be very expensive since I use less than 500kg
On average. Chat with Kim Relieved my worry. Thought I would be charged for .500 even if I only used 350 0r 400
She assured me that I wouldn't!.
Good news, Informed personnel are the heart blood of Customer Service.
Kim exemplified great customer service!

Great Customer Service Thru " Chat"
February 26th, 2019

Good Afternoon,

Thank you for the positive feedback regarding our chat agent Kim. We are pleased to hear she was professional and able to address all of your questions and concerns with ease. Please feel free to reach out should you have any additional questions or concerns.

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Dishonest cons

(1 / 5)

  They doubled my rate without notice I will never do business with them again!

Lee M.
February 23rd, 2019

We are sorry to hear that Lee! We do send renewal information out 30 days prior to ending by mail and email. Please reach out to us at dedigitalcare@directenergy.com with your account information and we would be happy to help locate a more affordable rate! Thanks- Allie

Direct Energy Responds February 27th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Why I went to another provider

(4.2 / 5)

  Perfectly happy with entire experience until service contract expired. If customer service had contacted me and offered same rate, I would still be a customer. Signed with another service then get your offer for a lower rate. Sorry.

Elizabeth Reinker
February 18th, 2019

Thanks for the great feedback Elizabeth! We hate to see we lost your business but we would love a chance to make things right! Email us at dedigitalcare@directenergy.com and we would be happy to see options for you :) - Allie

Direct Energy Responds February 27th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Keep an eye on your bill

(1.2 / 5)

  I was on a fixed rate plan for my house with Direct Energy. When the fixed rate contract ended I did not sign up for another fixed rate contract and was automatically shifted to market rate pricing. Over time their "Market Rate" has crept higher and higher each month. My shop, an couple hundred yards from the house, is on a market rate plan with Ambit New York. The rate charged on my February bill from Ambit is .05902. The rate from Direct Energy is .174487. Nearly 3 times higher! So, what is the true market price? Is Ambit selling power at less than market value? I doubt it.

Dave
February 15th, 2019

Hi Dave. We understand how important it is to keep prices down. Market rates change multiple times during the year which is why our customers can lock into a price thats guaranteed for 12, 24, or even 36 months in some cases. We would be happy to help locate rate options in your area. Just email your account information to dedigitalcare@directenergy.com and we will follow up! Thanks, Allie

Direct Energy Responds February 27th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

WOULD GIVE A F- F- F- IF I COULD

(1 / 5)

  NOT ONLY IS DIRECT ENERGY LIARS, THIEVES AND HYPOCRITES BUT THEY ARE STOKER'S TOO. THIS COMPANY HAS CALLED AND CALLED ME AFTER I DIRECTLY ASKED THEM NOT TO EVER CALL ME AGAIN. THEY USE NUMEROUS NUMBERS EVERY TIME I BLOCKED THEM AND EVEN AFTER I REPORTED THEM. MY BILL CLIMBED 150% AFTER GOING WITH THEM. THEY TOLD ME ONE AMOUNT AND THEN CHARGED ME A HIGH RATE ABOVE OUR AGREEMENT, NEVER SENDING ME THE WRITTEN AGREEMENT AS PROMISED EITHER. THIS COMPANY IS A LIAR, A THIEF AND STOKERS! NEVER EVER GO WITH THEM! LEARN FROM MY MISTAKE PEOPLE!!!

AUDREY
February 15th, 2019

Audrey, We do not promote this type of behavior and would like to address this asap. Please email us at dedigitalcare@directenergy.com with your account information/phone and we will work to get you added to our Do Not Call list. Thanks, Allie

Direct Energy Responds February 27th, 2019

Allie you say your company does not promote this type of behavior but as a matter of fact it has occurred time and again as stated herein even after I told your company do not contact me again and again and even after I reported your company for harassment and stocking by phone. I will not contact your company as I want absolutely nothing to do with your company. If you look up Audrey Paskell you will find my phone number and account information and from there place me on the "Do Not Call List" Your company are LIARS and thieves as well! Please remind your company to stop calling me! Thank you!

AUDREY Replies February 28th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Customer service is outsourced and hard to reach

(1.8 / 5)

  The only feasible way to connect to Direct Energy customer service is via phone - the online chat option is a joke as the wait time is very long. The customer service is outsourced and poorly trained (thank you for creating US jobs. NOT). Also, you can ONLY contact them during the week so if there is an emergency you're kind of screwed. I am planning on giving this company one last chance before I cancel, even though my mind is sort of already made up.

LA
February 13th, 2019

Thanks for the feedback LA. We currently are available Monday-Friday 8-5pm and are working to improve our online experience. For now our customers can call, chat, or email us. Thanks for giving us another chance to win you over! - Allie

Direct Energy Responds February 27th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Perfect service

(5 / 5)

  This company is amazing, not just the plans they offer but the customer service as well.

ashley
February 12th, 2019

Thanks for the positive review Ashley! We appreciate you :) - Allie

Direct Energy Responds February 27th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Dont do it!

(1.4 / 5)

  These guys will triple your rate if you don't get the official notification that your term is up. We just got a bill on their variable at 10.10 per mcf cant believe this price gauge is legal. Stick with local provider! Customer service agent even felt bad and couldn't resolve it! not worth the switch, cheaper to cancel than get stuck with this bill in January. Will also report to BBB.

Price gauging in the end
February 7th, 2019

Good Afternoon,

We wanted to take a moment to apologize that your experience has been less than exceptional and would like to assist you in properly addressing your concerns. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction.
In reference to rates, we issue a renewal notice within 60-90 days prior to your contract expiration date. Renewal rates are also displayed in the online portal for your review until the account has been renewed. If the account is not renewed by expiration, you are automatically placed on the month to month variable rate, as legally we are not able to place your account on a new contract without your consent. We do apologize if this was not previously explained thoroughly.

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Good company, getting better

(4.6 / 5)

  I have been with Direct Energy for 8 or 9 years now and, except for a few minor issues, have been pretty happy with their service. I use the live chat feature most of the time but, if I have to call customer service, I am usually not on hold too long at all and it doesn't take long to resolve whatever the problem is. The rates are a little higher than some lesser known providers but given the lesser known providers ratings, the higher rates are probably going to be worth it. In fact, my contract with Direct Energy expires this month and I had been shopping around for an electric provider with a lower rate but decided to go ahead and stay for that reason. All the providers offering lower rates had terrible ratings and customer reviews. I also found a few outrageous hidden costs and fine print nightmares among some of the lesser known providers. I would rather pay a few cents more and avoid having to battle with some other company's customer service department about a promise they made at signup they failed to deliver afterwards.

Jennifer
February 6th, 2019

Good Afternoon Jennifer,

We appreciate you taking the time out of your day to provide an exceptional rating based on your experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. Please feel free to reach out to one of our live chat agents with your full contact information should you ever need our assistance. Thank you again and have an amazing day!

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions

Direct Energy is the best!

(5 / 5)

  I was completely satisfied with Direct Energy and their ability to work with me on my account and rate. Chez was extremely helpful. I couldn't have asked for better service. Anyone considering an electric supplier, Direct Energy cares about their customers.

Christian Nauman Jr
February 6th, 2019

Hi Christian,

We appreciate you taking the time out of your day to provide an exceptional rating based on your experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. Please feel free to reach out to us via phone or Live Chat on our website with your full contact information should you ever need our assistance. Thanks and have a wonderful day!

-Marie

Direct Energy Responds May 6th, 2019
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
Example Bill
loading...