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.
The most frustrating company I have ever dealt with, period.
(1.2 / 5)
“
This company bumped my install date by 8 days, so I had no power to cook during Thanksgiving of 2010, and they couldn't even be bothered to tell me. Their customer service department is rude, and the highest level, the Office of the President is either incompetent or evil
I've had to escalate 2 issues to the Office of the President, and on the second issue (asking them to add 5 words to the bill), have waited for 3 months and received no answer as to whether or not they were even considering it.
Their autodialer system calls me and hangs up on me at least twice a week. Managers and supervisors in Customer Service have hung up on me, and even refused to speak with me.
I chose Direct Energy because their rates were the lowest fixed rate I could find at the time ($.10 /kWh), but they are undercut ($.09) by over a dozen different fixed rate plans today.
If I had a time machine, I would go back in time and save the world from Direct Energy - there is no better use of time travel. -G ”
— George
August 4th, 2011
Billing and Account Management
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(1.2 / 5)
difficult to cancel
(1.2 / 5)
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My mother in law recently passed away, so in the process of cancelling service Direct Energy demanded a Power of Attorney and copy of the Death Certificate in order to cancel the power. Of all the service companies I have dealth with none have required a Power of Attorney to cancel the service. What does a dead person need with power, it is just common sense. I would never do business with these people. ”
— Charles Evans
September 20th, 2010
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(1.2 / 5)
I Couldn't Wait to Switch
(1.2 / 5)
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While Direct Energy's rate was reasonable and I didn't have too many problems with what I paid per month, my main issue arose from their lack of customer service. I was set up on auto pay on my credit card, which allowed me to pay on time EVERY TIME for 7 or 8 months. GREAT! One less thing to worry about. Then, as my credit card was expiring and I got a new one, I proactively updated my credit card info, however, it kicked me off of auto pay, which I didn't know. So, their reps started calling me at 7:00 am. Yes, 7:00AM! In the MORNING! Finally i answered, told them I was on auto pay and just to run my card for the balance. YOU HAVE MY INFO! RUN IT!. The Rep refused because it wasn't the card set up originally on auto pay & said I had to pay by money order. I said, "Uh... Nope." Run my card if you want my money. She replied, "Well, We Just Gonna Turn Yo Powa Off!" - I replied - "Don't bother, I am switching today". Adios, Direct Energy, go play basketball with the Rockets or something. ”
— Robert C.
May 15th, 2009
Billing and Account Management
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(1 / 5)
Prices
(1 / 5)
“
Terrible charging me double would not reimburse me by bill was so high for the last year2024. No one contacted me to say my lock in had expired. Bad bad company ”
— Gerald Conroy
September 16th, 2024
Thank you for your feedback. We would like to learn more about your experience and see if there's anything we can do to help. Please send us an email at ga-decustomerhelp@nrg.com with your account #, REF #1007 and additional information.
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(1 / 5)
Sometimes they're good, sometimes they're aren't
(1 / 5)
“
Spent a few weeks trying to switch to them. Back and forth between them and Eversource. Got my bill and I still have Eversource, not CT energy. What gives? ”
— Woooosh
February 20th, 2024
We're sorry that you've had an unpleasant experience with Direct Energy. Please email us at ga-decustomerhelp@nrg.com with your account #, REF #1003 and additional information if you would like to discuss this issue further.
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(1 / 5)
Need to be a negative star rating for this company
(1 / 5)
“
On Nov 11, 2023 got a knock on my door from a Direct Energy Salesperson, Lie 1: who preceded to tell me that would save me money on my variable supplier cost on my electric bill. I have a fixed rate on my electric bill, by the English word "Fixed" on my electric bill. Lie 2: And "Doing a check on past customers". I HAVE NEVER BEEN YOUR CUSTOMER! And then I pull my electric bill up on my phone and voila the rate is fixed. Lie 3: "Well, that is only the fixed part of the bill the variable rate is on the next page." Wrong: The rate on the next page is what AEP is charging that month for electric if you don't have a supplier. And details out that if you can get a better rate than the variable, then you can switch suppliers, and use the apple-to-apple comparison tables for Ohio customers put out by the Public Utilities Commission (PUC). Then I told him my township buys electricity in bulk and gives a lower rate to all township members which includes my address. Like going to Costco or Sam's Club and paying for the same product in bulk. At this point, if the salespeopleare lairs and frauds, I can only imagine what the company would be like when you signed a contract. What a joke of a company! Need negative stars. Just avoid this company, not looking out for customers, and must be teaching salespeople to lie to potential customers. Caught him in 3 lies in a matter of 3 minutes. Just do yourself a favor and do your own research if you are thinking about switching. Those Door-to-door salespeople should be outlawed. ”
— Eric W
November 12th, 2023
Eric W, thanks for leaving your feedback. We are sorry to hear that you've had a negative experience with Direct Energy, and we would like the opportunity to learn about your experience. Please contact us at email at ga-decustomerhelp@nrg.com REF #1002 and additional information.
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(1 / 5)
DO NOT USE THIS COMPANY
(1 / 5)
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Our bill went up $200- this month FOR DELIVERY OF SERVICESWE DID NOT USE MORE ELECTRICITY. This increases was based of this companys OVERPRICED DELIVERY CHARGES! Im DISGUSTED ”
— Nancy H
July 30th, 2023
Hello Nancy. We totally understand your concern regarding the high bill on your account, and we would love to take a closer look and help you solve this matter. Please notate that on your fixed rate plan the energy charge will be the same, no matter how many kilowatts you use during the month, however, the average price on your plan can fluctuate depending on how much energy has been consumed. All of the fixed-rate plans offered are based on a consumption of 2000 kWh per month and all of the rates includes energy charges (which are from the provider, in this case, us) and delivery charges (which are from the Utility in your area, because they are in charge of the distribution of the electricity that we provide to you). We value your business with Direct Energy, and we will be more than glad to help you. Please feel free to get in contact with us, we will do our best to clarify all of your doubts. We look forward to continuing serving you for many more years to come! We'll be waiting for you. Best regards! - Marta / Digital Care
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(1 / 5)
Ridiculousness!
(1 / 5)
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Did you know that direct energy will allow anyone to call say that they have purchased your property and have your service shut off without even notifying the customer on the account whos been paying the bill for 10 years?? ”
— Annoyed homeowner
July 5th, 2023
Good afternoon. We are terribly sorry to know you feel this way, and we offer you our most sincere apologies. We value your business with Direct Energy, and we want you to know that the safety of our customers is very important to us. We would love it if you could give us the opportunity to fully investigate this situation and help you resolve it in the best way possible. We invite you to please contact 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 will do everything in our power to solve the problem and show you how important you are to us. We'll be waiting for you. Warm regards! - Marta / Digital Care
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(1 / 5)
Aggravation with aggregation
(1 / 5)
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Opted out of being switched to Direct Energy. My account was still switched. After 2 billing cycles, I am getting my gas from NatGrid paying a much lower rate. The subsequent calls to have my account credited took a monumental effort of a third party. It is so awful that I filed a complaint with the NYS Dept of Public Services and was told a rep would contact me providing info regarding this account. Rose left me a message 2 days in a row and when I called the # provided back, I was told there is no Rose and my account is closed. No further information. I am hoping that the efforts of this 3rd party will bring this billing nightmare to an end ”
— Didnt ask for this
June 23rd, 2023
Hi there. We offer you our most sincere apologies for the inconvenience you experienced, this is definitely not the experience we want for our dear customers. We would love to fully investigate this situation and work with you on the best solution for this case. We invite you to please contact 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. It will be a pleasure to serve you and show you how important you are to us. Thanks for the feedback, we will be waiting for you. We wish you a great weekend! - Marta / Digital Care
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(1 / 5)
direct energy sucks
(1 / 5)
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Many weeks after signing up, we were advised that we weren't customers or even qualified customers. After a long telephone call everything was fixed - or so we were advised. Then another letter in the mail from DE, many weeks later to advise that our account name and numbers were wrong. Another phone call then another letter. Finally we joined another supplier only to receive an acceptance letter from DE. Which required additional time and attention to rescind. ”
— Extremely dissatisfied
June 19th, 2023
Good afternoon. We are truly sorry for the bad experience you have had. We're sad to know we have lost you as a part of our family, and we look forward to have the opportunity to serve you again in the future. For any assistance needed, please feel free to reach 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 will do our best to assist you the way you deserve. Have a lovely day! - Marta / Digital Care
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(1 / 5)
Will Not Use
(1 / 5)
“
I went thru a ton of questions just to be told I can't the provider I chose because I used LiHeap the previous year. ”
— Brittany W
June 15th, 2023
Hello Brittany. We are terribly sorry for the inconvenience you experienced. We look forward to having the opportunity to serve you as you deserve. Please, if there is anything we can do for you, do not hesitate to contact 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, it will be our great pleasure to serve you. We always wish you the best! - Marta / Digital Care
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(1 / 5)
Horrible
(1 / 5)
“
Was charged 135$ ETF for canceling within 20 days of contract expiration. Was told because I have yet received my renewal via mail which comes with 15 days left of contract I was assessed a fee. So I was less than 5 days too early in switching service. This is foul and disappointing that they would not compromise and the reps were not helpful including supervisor. Have several homes and will never use or recommend Direct Energy. ”
— Joe
June 14th, 2023
Good afternoon, Joe. We are very sorry that you feel this way. You are very important to us and we offer you our most sincere apologies for the inconvenience you have experienced. We would appreciate it if you could give us the opportunity to talk with you and find together the best solution for your case. Please do not hesitate to contact 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 will work hard to show you that we care. Thank you! Have a nice day! - Marta / Digital Care
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(1 / 5)
Buyer Beware of Direct Energy Deals at Sam's Club
(1 / 5)
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In 2020, Direct Energy refunded my deposit because I canceled my service agreement with them in good faith. I acquired the agreement while shopping at Sam's Club in the Houston, TX area. The rates in the agreement were 20-40% higher than they showed me at the Sam's Club. It is my understanding that such pricing practices are known as bait and switch.Direct Energy decided that they wanted the deposit refund back. When I refused to repay the refundable deposit, Direct Energy reported their error to the 3 credit bureaus, negatively impacting my credit during the pandemic and continues to do so today. In my opinion, Direct Energy did not deal with me honestly. I thought they were trustworthy because they were selling their product in Sam's Club, of which I am a long-time loyal member. I made Sam's Club aware of the misleading practices of Direct Energy to no avail, as Direct Energy continues to sell energy deals in 2023 in the Sam's Club in Friendswood, TX. ”
— WDM
June 13th, 2023
Hello WDM. We offer you our most sincere apologies for the inconvenience, this is definitely not the experience we want our beloved customers to have. We are at your disposal for any assistance you need, please do not hesitate to contact 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, it will be a great pleasure to talk with you and answer all your questions, as well as show you how important you are to us. Have a beautiful day! - Marta / Digital Care
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(1 / 5)
I switched over but Im still recovering ever-gouge bills.
(1 / 5)
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Singed up for direct energy, but two months later Im still receiving bills from evergouge. Whats the deal? ”
— Mike
May 29th, 2023
Good afternoon, Mike. We apologize for the inconvenience you have experienced. We care about you and we would like to further investigate this matter and help in the best possible way. Please don't hesitate to contact 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 will do our best to solve your concern and show you how important you are for us. Warm regards! - Marta / Digital Care
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(1 / 5)
Unsatisfied
(1 / 5)
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I canceled direct energy in February...they say it takes 2 months for the billing cycle to complete.....during this time even tho you canceled they are still billing you. . I find this to be unfair ”
— Martha
May 8th, 2023
Good afternoon, Martha. Our main objective is to take care of our customers, and we are sorry if we missed the mark with you. We would love to have a new opportunity to serve you as you deserve and to show you how important you are to us. Please feel free to reach us anytime by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1. We will do our best to regain your trust in us. We look forward to hearing from you soon. Please take care and be safe! - Marta / Digital Care
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(1 / 5)
Have no idea still waiting to onboard ?
(1 / 5)
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I signed up months ago still waiting to be connected? ”
— Wendy S
April 21st, 2023
Good afternoon, Wendy. We are terribly sorry for the inconvenience you have experienced regarding your enrollment. Thank you so much for choosing Direct Energy as your electricity provider. We would love to have the opportunity to further investigate this matter and help you solve it. Please don't hesitate 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 will be more than glad to help you solve any questions or concerns you may have. You are important for us! Have a wonderful weekend! - Marta / Digital Care
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(1 / 5)
Worst
(1 / 5)
“
Really bad experience- when confronted they are Pointing fingers at others ”
— Worst
March 15th, 2023
Good afternoon! We are concerned about this comment that you share with us, you are very important to our family at Direct Energy, and we would love to have the opportunity to talk with you and find out what has happened, so that we can help you in the best way. We invite you to please contact 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 will do everything in our power to help you resolve any questions or concerns you may have and show you how valuable you are to us. We'll be waiting for you. Take care of yourself! - Marta / Digital Care
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(1 / 5)
SCAM
(1 / 5)
“
Direct Energy has called me 6 times in the last 24 hours. I have been unable to commit to enrolling due to being at work, and wanting to review my current rate. I reviewed the PUCO website last night and they advertise rates that are attractive. I called them today to sign up. They said I would have to do that online. I attempted to do it online and what is advertised as .0659 fixed for 21 months is not showing. The lowest rate on their site is .0749. I went back on the apples to apples comparison and the lower rate is still there. What a scam Direct Energy! Stop blowing up my phone! ”
— Janine
February 22nd, 2023
Hello Janine. We are truly sorry for the inconvenience you have experienced, and we offer you our most sincere apologies. We would love the opportunity to talk to you and provide you with the assistance and care that you deserve. We invite you to please 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 will do our best to solve your concern and show you we care. Thank you. Warm regards! - Marta / Digital Care
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(1 / 5)
Terrible customer service
(1 / 5)
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When moving and switching appliances, they did not switch my service. There was no communication. I was informed false information and when called out, they refuse to make things right by offering the rate that was told. Plus was hung up on by a representative. Terrible customer service and rude representatives. ”
— N/A
December 27th, 2022
Good afternoon. We are terribly sorry for the inconvenience you experienced and we offer you our most sincere apologies. We value your business with Direct Energy and we would love to have the opportunity to talk to you and further investigate this matter, so we find the best solution together. We invite you to please 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 will do our best to solve your concern and assist you the way you deserve. Thank you for the feedback. Happy Holidays! - Marta / Digital Care
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(1 / 5)
Absolutely Ridiculous
(1 / 5)
“
So I used to have Bounce Energy before DE bought out the company and I noticed my rates started going up. After my last contract term ended (Sept) I renewed at $.17 per kWh. I had less than 1000 kWh through October and my Bill on Nov 1st was $362 lmao. So i cancelled my contract, told them I was going to pay the Penalty. I got another bill 5 days later worth $265the penalty $150, usage for 5 days $81 and a bunch of other crap. Listen, I reap what I sow, I renewed so Im out over $620. If I can prevent anyone else from dealing with this piece of doodoo company, it will be worth it! ”
— Paul
November 5th, 2022
Good morning, Paul. We are very sorry that you had an experience that was not as satisfactory as we would have liked. We invite you to please contact 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, to resolve any questions or concerns you may have, we apologize for what happened and we hope to have the opportunity to assist you as you deserve very soon. You are important to us and we want to continue serving you for a long time! Have a beautiful day! - Marta / Digital Care
