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About Direct Energy

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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

402   Reviews

258   Replies

Response Rate:
64.18 %




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



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402 Reviews and 258 Replies for Direct Energy


Renewing Contract

(3.2 / 5)

  I have tried to contact Direct Energy for 2 days to renew contract. It appears that the low rate is only available to new customers. I have been with them for 5 yrs and went online to do a Chat but each time I am told 6 people in the Que. I wait until it gets down to 1 and then a message comes up that no agents available. I get out and go right back in and 6 in Que again. Last year when contract was up the price to renew went up. This year it looks like quite a bit. It appears that they get you in and then continue to raise the price.

Milo
January 24th, 2019

Hi Milo! All customers who sign up with us will receive a new customer promotions, similar to your initial experience. Once that promotional offer ends we will offer renewal options and plans that can allow you to still maintain a reduced bill. If you would like us to look into your offers please email us at dedigitalcare@directenergy.com with your account details. - Allie

Direct Energy Responds February 27th, 2019

NO thank you. I contacted Direct Energy 3 times and each time I was told of a higher rate and I couldn't get a similar rate as the one I had at 0.78, I have moved on like a few others I know.

Milo Replies February 28th, 2019
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Glad I switched

(5 / 5)

  I used to be a Reliant customer and finally got tired of being over charged, so I switched to Direct Energy and I am so glad I did.

Lisa
January 14th, 2019

Yay!! We are so glad you are apart of the DE family also. Hope you have a healthy and happy 2019 :) - Allie

Direct Energy Responds February 27th, 2019
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Bait and Switch Billing Practices

(2.6 / 5)

  Our electric bill more than doubled and for months we soul-searched to determine what we were doing to use so much power. Then I went online and looked at the rate we were paying vs. NYSEGs rate at the same time. We were regularly paying DE as much as 3X NYSEGs rate. So we switched back yesterday.

After speaking with NYSEG, we learned that DE lured us away from NYSEG a year ago or so into a slightly cheaper fixed-rate plan with a fixed term. We took the bait! Then when that term was up we were put on a sky-high variable rate. Had we stuck with NYSEGs low (and regulated) variable rate we woul have saved hundreds!

Bait and Switch Billing Tactics!
January 11th, 2019

We are sorry to hear that you have seen a price increase. We would be happy to review this further and work to locate a more affordable plan. Please email us at dedigitalcare@directenergy.com with your account details and we would be happy to follow up. -Allie

Direct Energy Responds February 27th, 2019
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Direct Energy is GREAT!

(4.8 / 5)

  I've been w/Direct Energy for a few years now. Their plans & services are without a doubt, some of the best around. We're very pleased w/our ongoing rate of $0.0500 per kilowatt-hour is most competitive around. Their website is extremely user-friendly & customer service is outstanding. My ONLY complaint is the differences displayed online vs. paper bill. However, this primarily due to when I actually pay, a full week after the billing statement.

I HIGHLY RECOMMEND DIRECT ENERGY AS AN EXCELLENT CHOICE FOR ELECTRICAL DISTRIBUTOR!

Tommy
January 2nd, 2019

Thanks for taking the time to leave us a review Tommy! Hope you have an amazing day. Allie

Direct Energy Responds February 27th, 2019
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Generation only.

(4.6 / 5)

  Never any problems.

Good supplier & prices Repeat customer.
December 27th, 2018

Thanks for taking the time to leave us a review! Hope you have an amazing day. Allie

Direct Energy Responds February 27th, 2019
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Good so far...

(4.8 / 5)

  I just started, but everything has been seamless so far. I dont even have to do anything to receive my echo dot! I have free weekends so with the kids home at that time, Im loving it!

Britney M.
December 21st, 2018

Thats great to hear Britney! Thanks for taking the time to leave us a review. - Allie

Direct Energy Responds February 27th, 2019
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Direct Energy thums up

(5 / 5)

  Great company, great prices, great plans, and on top of that, you can speak with a real person on the phone when you need assistance the most.
I've been using them for over 4 years, and never once I had an issue.
I moved 3 times while I had Direct Energy as a provider, and every single time, there were there to switch my service in no time (no issue)

Customer
December 20th, 2018

We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie

Direct Energy Responds February 27th, 2019
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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

Direct Energy Responds February 27th, 2019
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Customer Service

(4.2 / 5)

  Direct Energy Customer Service is awesome. I am not easy to deal with, but Chas took ownership of the problem and hung in with me until it was resolved. It was an AutoPay issue and he worked with me, even involved his supervisor to get everything taken care of. Seldom do I find Customer Service where "Service" is the key word!

Excellent Customer Service
December 14th, 2018

We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie

Direct Energy Responds February 27th, 2019
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Cs was really helpful

(4.6 / 5)

  Needed help with my bill and cres from cs helped me out n was very kind

Esther
December 4th, 2018

Thanks Esther! We are glad to see you had a great experience and will make sure Cres is recognized! - Allie

Direct Energy Responds February 27th, 2019
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Direct Energy Annual Renewal (Mistake or SCAM)

(2 / 5)

  On October 30th, 2018 I called to renew my energy plan for 2019. After agreeing on the new rate, which is higher cost, I confirmed with the agent that this new rate was to take place after my existing expired on December 5th since my old rate was cheaper. The agent confirmed. Three days later, November 2nd, I received an email stating my new plan had been accepted and was effective October 4th, 2018 which was wrong and should of been December 5th, 2018 which was 2 months early. Twenty-seven (27) days later and ten (10) phone calls totalling more than 3 hours the issue was finally resolved. Was it a scam or a mistake, I DO NOT KNOW, but if this same thing happened to another 2 million customers, they have 6 million per the internet search, and only half caught their mistake, Direct Energy could of made an additional $13 million if the mistake amount was the same as mine which was $13.12 for only one month. When I asked for some compensation for my spending so much time on the phone, their comment was that I had already received $75.00 when I renewed my plan and they cannot offer compensation more than one time per year. I guess my 3 hours of time was worth nothing since this was all THEIR mistake. I will not renew with Direct Energy again and my suggestion is for each of you to monitor your renewal process for their mistakes. (Note, this also happened on my 2017 renewal but only took one or two calls) I have been a loyal customer of Direct Energy for 9 years.

Barre
November 30th, 2018

Barre, We hate to see you had a poor experience with the renewal. We are actively working to improve this process for our customers and we appreciate you bringing this to our attention. Thanks, Allie

Direct Energy Responds February 27th, 2019
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Great Customer Service

(5 / 5)

  My rep, helped me all my questions, and answered all of the concerns i had.

Kesha
November 15th, 2018

We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie

Direct Energy Responds February 27th, 2019
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Much Cheaper that what my Local Company Charges

(4 / 5)

  Duke Energy (Cincy, OH) rates are Steep. When you go on their "Budget-Plan" (to avg your payments) you get a Balloon Payment come Spring for $800.00+, after paying avg $200-350 a month for a Balanced Gas/Elec home with 3 bedrooms. With Direct Energy. my monthly payments dropped to $190/mo and NO $800 Balloon Payment!

J Sanner
November 9th, 2018

We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie

Direct Energy Responds February 27th, 2019
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Not there when you need them

(1.8 / 5)

  Call for service, there is no option for service! Can't locate a service number on the website either! They dont open till 7:30... what about the 24/7 service they advertise! My local company may be a little more, but they answered right away!

Not there when you need them.
November 9th, 2018

We can always be reached via email at dedigitalcare@directenergy.com. Please send your account information and we would be happy to help you with any concerns you have :) - Allie

Direct Energy Responds February 27th, 2019
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Great rates

(4.8 / 5)

  I needed to shop for electric and found Direct Energy online. After reading about your company, and having positive results, I decided to sign up.

Mary Beth Hooper
November 3rd, 2018

We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie

Direct Energy Responds February 27th, 2019
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Excellent Customer Service

(5 / 5)

  I highly recommend Direct Energy to everyone. They really do care!!

Rudy
October 29th, 2018

Yay!! We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie

Direct Energy Responds February 27th, 2019
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Great Customer Service

(4.6 / 5)

  Chatted with Kim today and she was a tremendous help! No wait time either. Issue resolved!

Judy
October 23rd, 2018

Thanks great to hear! We will make sure to pass the kudos along to her :) - Allie

Direct Energy Responds February 27th, 2019
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disappointment

(2.4 / 5)

  I was reupping with Direct and found the rate was to be higher than before. So I dropped them and tried to sign about a month later. It did not work. Why should a loyal customer have to pay more the next time they sign up?

Mike
October 22nd, 2018

Mike we are sorry to hear that we lost your business. All customers receive an initial price lock/promotion when signing up, similar to most businesses. When customers are up for renewal, we will offer plans that are active based on the market price to help maintain a reduced bill, but understand that is not always available. Thanks for the feedback! - Allie

Direct Energy Responds February 27th, 2019
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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

Direct Energy Responds February 27th, 2019
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Good Service

(4.8 / 5)

  Good Service at low cost

Good Service at low cost
October 16th, 2018

We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie

Direct Energy Responds February 27th, 2019
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