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.
“
Good, efficient service with Chat, but, two things: 1) they sent a renewal letter six weeks before my contract expired, but the website didn't consider me eligible to renew. Had to go to chat. 2) they should tell you in the letter that the rates offered on line are better than the ones available by phone (though only by a tiny amount). And, it looks as though the initial offer is a bit of bait and switch. The best rate has gone up 13.5% in a year. Or, is it just the economy? And, oh, yeah, it's a nuisance to have to renew each year, but what the hey, that's life. ”
— Phil
November 1st, 2017
Phil, thank you for the feedback. We will be sure to forward the issue with the website not allowing you to renew online over to the digital team. All of the feedback we get from our customers is very important to us. Thank you for continuing to be with Direct Energy. Have a great day! -Cole
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4 / 5)
Chat was quick
(4 / 5)
“
The chat agent was helpful and resolved my log in issues quickly ”
— Rita
July 6th, 2017
Thank you for your review, Rita! This is great to hear! Thank you for your business! All the best, -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4 / 5)
Direct Energy
(4 / 5)
“
Wonderful Company, they have worked with me on every avenue possible. ”
— Pamatarium
April 21st, 2017
Pamatarium, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4 / 5)
Didn't realize I renewed
(4 / 5)
“
Everything with Direct energy has been pretty good. They provide an excellent and treat me respectfully. The one thing I am surprised about is that they mention they are glad I renewed with them. I didn't realize I renewed as nobody advised me of this. What I don't like are the extra monthly charges if I don't use any electricity and the carrier charges. Since i renewed I hope i got a good price on the actual usage charge. ”
— Richard Marion
April 21st, 2017
Richard, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4 / 5)
Anthony Laird
(4 / 5)
“
I have enjoyed the services that I have received. ”
— Anthony Laird
April 20th, 2017
We hope to continue providing you with a delightful experience. Thank you. - Ally
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4 / 5)
Rate Change for Electricity
(4 / 5)
“
Contacted Direct Energy to check on rates, because my current plan was scheduled to expire. Used the Chat, because there was some discrepency in signing up. The chat rep (Melinda) helped me clarify some things and got me on the right track. Although I do have one little tidbit to add- If your a returning customer, there should be other cheaper rates for customer loyalty! ”
— Rich H
April 3rd, 2017
Hi Rich! We will be sure to let Melinda know your feedback. We are working diligently to improve our process for a better customer experience. We appreciate you providing suggestions on improvement! - Ally
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Seamless Transition
(3.8 / 5)
“
This switch to Direct Energy was seamless. I had a previous provider and the initial sign up was painful and I experienced delays. Direct Energy did everything correctly the first time. ”
— A User
June 10th, 2024
Thanks! We're glad that you're enjoying your experience with Direct Energy. Thank you for taking the time to share your feedback with others.
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Not satisfied
(3.8 / 5)
“
Thought the bill would be lower with the change but it remains the same. Need to rethink this change of provider. ”
— Gary
January 13th, 2024
We're pleased to hear that you're enjoying Direct Energy. Thanks so much for leaving us a review and sharing your experience.
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Sorry to Go
(3.8 / 5)
“
Have been a Direct Energy customer for only one year with a great rate and great customer service, unfortunately the renew rate is 30% higher than what is available elsewhere. 10/19/18. ”
— Rod
October 19th, 2018
We appreciate your feedback and will look into renewable rates in your area. Thanks - Allie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
No notice that contract was expiring
(3.8 / 5)
“
I have automatic withdrawal for the free weekends plan. I was not given notice that my contract was about to expire or had expired so I continued to lower the thermostat every weekend during the next 2 months. When my next bill was $100 higher, I contacted them to question it. That's when I found out it had expired 2 months prior and couldn't be restarted til the next month. I guess they will get extra money for the 2-3 months I was without the free weekend contract. Other than that, I have been happy with them. I just need to make note of my next contract expiration date because they probably won't notify me. ”
— Debbie
August 29th, 2018
Hi Julie, and thank you for taking the time to share a review! We are glad to know that you have been pleased with your plan and the overall experience you have had with us. To address you concerns regarding contract expiration and renewals, we want to assure you that we are proactive in notifying our customers of an impending expiration. We send out notifications between 45-60 days in advance of the contract end date, which include available renewal offers and instructions on how to accept a renewal offer. In reviewing your account, I see that your end of term notification was included with your statement dated 4/28/2018. You should expect the same renewal process to occur when your current contract is due to expire. We hope this clears up any confusion, and please feel free to reach out to us via phone or chat if there is ever anything we can do for you. Have a fantastic day! - Jack
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Definitely Preferred Electric
(3.8 / 5)
“
Excellent prices, but customer service not always the easiest to understand. ”
— Michelle B
July 12th, 2017
Thank you for the feedback, Michelle. We are sorry to hear that you have had some issues with communication when you contact us. Please feel free to email us at dedigitalcare@directenergy.com if you still have unresolved issues that we can assist you further with. We are happy to help. Have a good day! -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Help with renewing with Direct Energy
(3.8 / 5)
“
The customer service representative was most helpful. ”
— Renewing
June 30th, 2017
We appreciate your feedback! We are glad to hear the agent that assisted you with renewing was very helpful! Please don't hesitate to contact us if you need anything. All the best, -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Service and price
(3.8 / 5)
“
Far better Service and prices than I Had with TXU ”
— Direct
April 20th, 2017
We strive to remain competitive and friendly to meet your needs. Thank you. - Ally
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Direct energy
(3.8 / 5)
“
As a customer with direct energy they helped to get my monthly bill lower as well as show me ways I can improve my home to save money while keeping it efficient. They have great customer service and have always been dedicated at giving me the best service. If I have any concerns with my bill or anything they are rite there to assist me. ”
— Dwight
December 14th, 2016
Thank you for the wonderful Dwight! If you have any questions please feel free to email us at dedigitalcare@directenergy.com. Sincerely, - Henry
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.6 / 5)
Evaluation
(3.6 / 5)
“
Getting started has been a challenge since early this year. I think that I have an account now. Customer service is hard to understand but they try hard. ”
— Hopeful
April 2nd, 2024
We're pleased to hear that you're enjoying Direct Energy. Thanks so much for leaving us a review and sharing your experience.
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.6 / 5)
good rates
(3.6 / 5)
“
Easy enough to order. Rates are good. ”
— Jace
May 29th, 2023
Hi Jace. Thank you for sharing this awesome comment with us. It's great to know you're satisfied with our rates and the services we gladly offer you we will continue giving you the best of us and working hard to always provide you with the best electrical services on the market! If there's any future assistance needed, please feel free to get in contact with us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we wil be more than glad to take good care of you! Have a beautiful week ahead! - Marta / Digital Care
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.6 / 5)
Promo
(3.6 / 5)
“
Was supposed to get a gift card for a review and NEVER got the gift card. ”
— Gift card
February 29th, 2020
Hi Jeff! We are so sorry for this delay in delivery. We can absolutely follow-up on this missing giftcard. Please reach out to our Digital Care team through the avenue of your choice to proceed forward with assistance:
Live Chat: https://www.directenergy.com/ Social Media: https://www.facebook.com/directenergy/
We are looking forward to providing you a quick resolution to this matter! Thank you for your time. - Megan / Digital Care
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.6 / 5)
customer service
(3.6 / 5)
“
Cres was extremely helpful; answered all my questions and concerns. ”
— Dolores
December 18th, 2018
Yay!! We will make sure he is recognized!! Thank you. - Allie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.6 / 5)
sign up an electrical plan
(3.6 / 5)
“
short waiting time, smooth, and straight forward ”
— xg
June 12th, 2017
Thank you for the feedback! Don't hesitate to contact us if you need our help! Thank you for choosing Direct Energy! -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.4 / 5)
Selecting Direct Energy
(3.4 / 5)
“
I chose Direct Energy because of price and no cancellation fee. Signing up was easy but creating an account and other online experiences were unsatisfactory. ”
