Direct Energy Customer Reviews (Updated April 2025)

Updated as of April 07, 2025

The best review categories for Direct Energy are their plans and pricing, with an average of 3.3 stars, and the order experience, with an average of 3.3 stars.

Reviews Overall

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Reviews by Star

Recent Good Review from Our Experience with Direct Energy

Experience with Direct Energy

When we were looking to change our utility supplier, we were given the name of Direct Energy by our neighbor. We found it very easy to order Direct Energy.

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Order Experience
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Account Management
Likely to recommend

— Our Experience With Direct Energy from Doylestown, OH on April 22nd, 2024

Thanks! We're so happy that you're pleased with our services. Customer satisfaction is very important to us. Please reach out if you ever have any questions or concerns about your account.

— Direct Energy

Most Recent 5 Star Reviews

13 Customer Reviews Written Overall

Read All 5 Star Reviews

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Likely to recommend

Experience with Direct Energy

When we were looking to change our utility supplier, we were given the name of Direct Energy by our neighbor. We found it very easy to order Direct Energy.

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Likely to recommend

— Our Experience With Direct Energy from Doylestown, OH on April 22nd, 2024

Thanks! We're so happy that you're pleased with our services. Customer satisfaction is very important to us. Please reach out if you ever have any questions or concerns about your account.

— Direct Energy

New customer

So far so good. Changing suppliers on line was very easy.

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Likely to recommend

— Sue from Girard, OH on August 9th, 2023

Thank you very much for taking some time to provide us with this fabulous comment, Sue. We are beyond grateful for the opportunity you give us to enter your home and energize you! Thank you for choosing Direct Energy, we will continue to give you our best for a long time to come! Have a great evening! - Marta / Digital Care

— Direct Energy

Pleased

Was easy to sign up for my new service and were very helpful

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Likely to recommend

— Freddie from Oregon, OH on August 1st, 2023

Welcome to our fabulous family, Freddie! Thank you very much for giving us a shot! It's wonderful to know that you were treated the way you deserve and that you chose us as your trusted electricity provider! if there's anything we can assist you with, 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 dedicate our efforts to meet your expectations and always provide you with the best services! Have a beautiful day! - Marta / Digital Care

— Direct Energy

My opinion

First bill is about 75 dollars lower than what I have been paying. Highly recommended company

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Likely to recommend

— Dan from Kingsville, OH on July 5th, 2023

Hello Dan. Thank you so much for this fabulous comment! It makes us very happy to know that our efforts have resulted in your satisfaction! We greatly appreciate your preference, and we wish to continue serving you for many more years. Thank you for choosing Direct Energy to power your home! Have a beautiful day! - Marta / Digital Care

— Direct Energy

Energy+

So far so good!

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Likely to recommend

— Mike from Avon Lake, OH on June 29th, 2023

Hi Mike. Thank you so much for this great comment! We are honored to have the opportunity to energize your home, and we're thrilled to know you're happy with our services! We will continue getting better at what we do, to always serve you in the best possible way! Have a fabulous start of the week! - Marta / Digital Care

— Direct Energy

Ease of signing up

Customer service is polite, friendly and very helpful.

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Likely to recommend

— Catfish Johnny from Olmsted Falls, OH on June 27th, 2023

In us there is nothing but gratitude for you, Johnny! This comment has made us very happy, thank you very much for sharing your amazing experience with us. The way you describe us is magnificent, you honor us and we love knowing that our hard work has paid off and we have managed to satisfy you. Thank you for trusting Direct Energy, your loyalty means the world to us! Best wishes to you and your family! - Marta / Digital Care

— Direct Energy

Top

No problems

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Likely to recommend

— Alyce Klingler from Sandusky, OH on June 22nd, 2023

Hello Alyce. You have moved us with this fabulous comment, because we love to know that everything has gone smoothly and that you have found in us everything you needed! Thank you for choosing Direct Energy, we will continue doing our best to continue taking care of you and your energy needs as you deserve! We always wish you the best! - Marta / Digital Care

— Direct Energy

An Excellent Choice

My electric supplier First Energy is doubling the price of electricity so I selected Direct Energy. The switch was easy and I have a fixed price for electricity for the next 12 months.

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Likely to recommend

— Sunny Ray from North Olmsted, OH on May 28th, 2023

What a wonderful comment, Sunny Ray! We are thrilled to welcome you on our awesome family! Thank you so much for choosing Direct Energy to power your home, we will always work hard and get better at what we do, to continue being worthy of your trust and loyalty! We love serving you! - Marta / Digital Care

— Direct Energy

Satisfied customer

I would re-order with them again if they are the cheapest.

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— Happy Customer from Cleveland, OH on November 15th, 2020

Hi there! Thank you so much for your vote of trust! We totally appreciate your loyalty and we will do our best to continue offering you the best price available in the area. Thank you for this amazing review! Have a great start of the week! - Sophie / Digital Care

— Direct Energy

Good

Did what was needed, no service interruptions or delays

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Likely to recommend

— S from Piqua, OH on November 13th, 2020

Hi, reading comments like yours make every minute of hard work worthwhile because we realize that day by day we manage to strengthen the bonds of trust with our customers. We will continue working for you, to always provide you with the best experience and be able to cover your energy needs. Thank you so much for this review! Zoeh / Digital Care

— Direct Energy

Easy to setup

Called and got a better rate

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Likely to recommend

— Bill from Willoughby, OH on October 7th, 2020

Hi Bill, your 5-star review is really appreciate it. Glad to know that you are having a great experience being part of our big family. Direct Energy value your business and loyalty. Have a great day! - Zoeh / Digital Care

— Direct Energy

Switched service provider

Great rate

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Likely to recommend

— Linda from Euclid, OH on 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

Easy and reasonably priced

Very happy with my experience,

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Likely to recommend

— MH from Brunswick, OH on 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

Most Recent 4 Star Reviews

5 Customer Reviews Written Overall

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Likely to recommend

Good enough

Well, we didn't get a choice as to how much we can afford, we went with the best one we could find because as usual, we all get screwed at the drive thru. I'm sure ohio Edison is just so happy to become even bigger billionaires.

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Likely to recommend

— Pj from Mogadore, OH on August 2nd, 2023

Hello Pj. Thank you for allowing us to energize your home! We value your business with Direct Energy and we look forward to continuing serving you for a long time to come. If there's anything we can assist you with, 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 will be more than glad to help you out. Have a wonderful day! - Marta / Digital Care

— Direct Energy

Direct Energy

Happy so far but to new to say.

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Likely to recommend

— Direct Energy from Cleveland, OH on July 25th, 2023

Welcome to our great team! We are thrilled to have the opportunity to energize you, and it's amazing to have your trust in us! Thank you so much for the awesome comment. We will continue working as hard as we can, so that your experience with us to be always amazing! Have a beautiful day! - Marta / Digital Care

— Direct Energy

New Service

All is going well. The information provided helped to make an informed decision.

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Likely to recommend

— Good Options from Solon, OH on June 5th, 2023

Hi there! Thank you very much for this awesome comment! We are so happy to know you have had the best assistance from our Customer Care Team! We value your business with Direct Energy, and we look forward to continuing serving you for a long time to come! Thank you for trusting us! Have a great start of the week! - Marta / Digital Care

— Direct Energy

Why I went to another provider

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.

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Likely to recommend

— Elizabeth Reinker from Miamisburg, OH on 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

Much Cheaper that what my Local Company Charges

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!

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Likely to recommend

— J Sanner from Batavia, OH on November 9th, 2018

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

— Direct Energy

Most Recent 3 Star Reviews

1 Customer Reviews Written Overall

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My review

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

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— How It Was from Hubbard, OH on 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

Most Recent 2 Star Reviews

4 Customer Reviews Written Overall

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Worst Customer Service

I tried getting through with Direct Energy today. The computer kept asking me to enter a credit card number instead of putting me through to a representative. I just wanted to talk to a representative to get a refund since I accidently overpaid them. They hung up on me twice. I am going to end my service with them because I was so frustrated.

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Likely to recommend

— Ana from on April 6th, 2023

Good afternoon, Ana. 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 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 regain your trust in us. We look forward to hearing from you soon. Please take care and be safe! Marta / Digital Care

— Direct Energy

Watch out for the rate hike

I was a customer for a couple years. rates were good until all the sudden they hiked it up to 13 cents without telling me. our monthly bill sky rocketed. needless to say i cancelled their service.

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Likely to recommend

— Monica B from New Waterford, OH on January 25th, 2022

Good afternoon, Monica. We are truly sad to know we have lost you as a part of our family. We apologize for the inconvenience you experienced. We appreciate the opportunity you have given us to serve you, and we look forward to regaining your trust in us and being your electricity provider again in the future. If there's anything we can do for you, please do not hesitate to contact us anytime by phone or chat, we will be more than glad to help you out. Thank you for this important feedback. Warm regards! - Sophie / Digital Care

— Direct Energy

They Lost a Customer for Life

Near the end of your contract, they send letters stating you will no longer be a customer if you do not renew. This is not true. You will be a customer, and they will hike up your rate. You find this out after getting an enormous billand its too late. You will end up paying way more than you saved on that one bill. Even if they gave you gift cards.

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Likely to recommend

— Keith from Canton, OH on September 8th, 2021

Hello Keith. Thank you for taking the time to share this important feedback with us. We are truly sorry for any inconvenience you may have experienced regarding your rate, we care for you and we would love to take a closer look at your account and help in any way we can. Please do not hesitate to free to connect with our Facebook team at https://www.facebook.com/directenergy/ or Twitter team at https://twitter.com/directenergy, or you can chat with us at www.directenergy.com. We will do our best to show you how important you are to us. We look forward to hearing from you soon. All the best! - Sophie / Digital Care

— Direct Energy

Disappointment

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?

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Likely to recommend

— Mike from Pleasant Hill, OH on 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

Most Recent 1 Star Reviews

29 Customer Reviews Written Overall

Read All 1 Star Reviews

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Likely to recommend

Need to be a negative star rating for this company

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.

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Likely to recommend

— Eric W from Columbus, OH on 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.

— Direct Energy

They lie to you

Your door to door salesman came to my place in Columbus and said that my contract with you had expired not only have I never had a contract with you I called AEP to find out that I signed a bunch of things on a tablet and then I had wait on a call a vda verification thing customer service rep told me to say yes to everything well luckily I didn't say yes to the last question here's hoping I don't have to file a class action lawsuit against you if I did sign up not only did you lie to me about me being a previous customer saying that I could get money back on a surge in my billing you lied to get my service it's despicable and disgusting

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— Joshua from Columbus, OH on March 16th, 2023

Good afternoon, Joshua. We are terribly sorry for the bad experience you have had with one of our sales agents. We take all concerns raised about our sales practices very seriously and require that all our vendors ensure every agent is compliant with our policies and requests made by the owner of the home that they are visiting. Your feedback is appreciated and has been sent to the appropriate team to follow up. Please feel free to reach us by phone or live chat, to further investigate this matter. As well, if there's any additional information you would like to provide about the sales agent, such as Name, Employee ID or physical description of the representative that came to your door.
And also, if you would like, we can add your address to our internal Do Not Knock list to prevent any future solicitation. We look forward to hearing from you soon. Thank you. Have a wonderful weekend! - Marta / Digital Care

— Direct Energy

SCAM

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!

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Likely to recommend

— Janine from Grafton, OH on 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

— Direct Energy

Horrible Customer Service and Deceitful tactics

Direct Energy bought out Volunteer Energy and deceived our company because they did not want to honor the 2.99 rate that was under contract with Volunteer Energy. Joe at Direct Energy at 866-966-2003 x8917 strung me along until there was nothing else he could do. It was an extremely stressful experience. I would never recommend them even if their rate is lower. Go with Santanna or Xoom.

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— Merri from Cleveland, OH on October 24th, 2022

Good afternoon, Merri. We are truly sorry for the inconvenience you experienced. We would love to have the opportunity to further investigate this matter and help in the best way possible. 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 be more than glad to help you out and show you we care. Thank you for the feedback. Have a wonderful day! - Marta / Digital Care

— Direct Energy

Rude door to door service With a broken badge

Told him I wasn't interested 5 times and he was still rude

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— Chuck from Dayton, OH on August 2nd, 2022

Hello Chuck, thank you for sharing this important feedback with us. We take all concerns raised about our sales practices very seriously and require that all our vendors ensure every agent is compliant with our policies and requests. Furthermore, each representative is required to clearly identify themselves as being with Direct Energy and not the local utility, both verbally and by wearing the appropriate badging and uniform. We do not tolerate aggressive or forceful behavior from our employees. The sales agents are employed by vendors that we partner with. If the Vendor training is the opposite of our training, we certainly need to know so that we can investigate their actions and take proper action. If possible, please 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, to provide the Agent Name, Employee ID or physical description of the representative that came to you. Also, if you would like, we can add your address or phone number to our internal Do Not Knock / Call list to prevent any future solicitation. If you have more information, please let us know. Thank you. Have a beautiful day! - Marta / Digital Care

— Direct Energy

Promotion Fraud

Don't fall for their marketing. They tell you share with a friend and get a 50.00 Visa for you and your friend. It's been 9 months and several calls and each time they say oh yeah, we are sending you an email. Nothing shows up. You call again and they tell you the same thing. It will take 7 days for the back office to look at this. Not sure who is in the BACK office, but you are not doing your job!

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Likely to recommend

— Denise Parker from Reynoldsburg, OH on July 15th, 2022

Good afternoon, Denise. We are terribly sorry for the inconvenience you have experienced regarding the promotional credit on the Refer a Friend campaign. You are very important to us and we highly appreciate you for referring us to your friends and family, we would like to take a closer look at your account and help you solve your concern. 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 work diligently to clarify all of your doubts. Thank you for the feedback. Warm regards! - Marta / Digital Care

— Direct Energy

Direct energy is a scam company

I was part of the unregulated services. The reason being was that once a contract was signed as regulated customer. It was so hard to break the contract with this company without paying ridiculous penalties. I just realized that there was no winning with this company they will rob their customers with either services. I live in Edmonton Alberta. My home is 1300 square footage. Last 4 bills were. $679, $1100, $679, $588 and final bill was $703 and not to mention other charges like admin fees and delivery charges. This is robbery and not once a recommendation was made by their employees to a lower rate after calling numerous times to complain about high prices. I will make it my lifes mission to inform all my friends and family about this company so it doesnt happen to anyone.

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— Pk from on May 1st, 2022

If I could give less than a single star I would give a ZERO

No matter what is promised, the answer is no.

Do not ever choose this company, for that matter do not ever go third party. Lesson learned. Warning this is not a bogus happy review.

Despite more insulation and other home improvements that reduced my electrical usage, my bill has continued to soar, turns out having young kids get the mail, and sometimes losing a piece can cost you thousands. I didn't renew my contract because I didn't see the mail, didn't read the fine print, I'm to blame as a widowed father of 4 kids, I got it, they legally covered their donkey's and warned me somewhere in fine print that I was gonna get taken advantage of.

See also Texas case: HOUSTON, May 5, 2021 /PRNewswire/ -- The owner of a North Texas Harley-Davidson dealership has filed a lawsuit against Houston-based Direct Energy and its affiliates, alleging the electricity provider engaged in unlawful price gouging during February's statewide winter storm "According to the filing in state district court in Harris County, plaintiff American Eagle Harley-Davidson (AEHD), located in the Denton County community of Corinth, received an invoice for February electricity service of almost $277,000, approximately 55 times more than the dealership's typical monthly bill."
Yeah, trust them for sure. They offered me a $100 gift card if I signed back up for another contract, but were unable to help with the additional thousands they have charged me on top of their already high rate.
of my previous bill, $491 was Direct Energy, $187 was the actual company that generates the power, maintains the lines, comes out during storms, Duke customer service most often lands in the Carolina's, Direct Energy via India, they skin the cat then outsource everything. I do not like writing reviews nor do I like speaking negatively of others, but this company pushed me over the edge.

As of today, Direct Energy has 4 rates listed on my state's website for comparing suppliers:
$.0899 fixed 24 months
$.0729 fixed 12 months
$.0709 fixed 18 months
$.0639 fixed 33 months
My last bill shows $.1469/KWH for failure to sign new contract.
I worked in sales for decades, I understand the need to make money, but taking advantage to this level is insane. "you gonna pay rent, or electric this month, you can't absorb an extra $900 this month? ?"

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— Sham At Best from Loveland, OH on February 8th, 2022

Good afternoon, Sham. We are truly sorry for the inconvenience you experienced regarding your rate plan. We care for you and we would love the opportunity to take a closer look at your account and help in any way we can. Please do not hesitate to reach us anytime by phone or live chat, we will do our best to provide you with the best solution to your case. We'll be waiting for you. Thank you for this important feedback. Have a beautiful day! - Marta / Digital Care

— Direct Energy

Charged 4x the Rate

I have been a customer of Direct Energy since 2018. I have subscribed to automatic withdrawal, and an average monthly bill for my home would be on average $250. On August 10th, 2021, I received a bill from Direct Energy in the amount of $843.73. In reading this notice it stated I was delinquent on my May, July, August 2021 bills. I called immediately and asked why the payments hadn't originally been withdrawn or why I had not been notified that my payments had not gone through. In reading my bank statements, and discussing with the customer service representative with Direct Energy, it was confirmed there was enough funds in my account for the withdrawal, and I simply neglected to notice the payment was not withdrawn, as did Direct Energy those months. In that conversation, the Direct Energy Representative informed me that for the past year, I had been paying 4x the going rate for gas and electricity. For example, the going rate in August was roughly 6 cents per kj, and Direct Energy was charging me 21 cents pr kj. To add to that statement, the August prior I had changed residences, and asked if there was a better rate for a long term loyal customer, and the representative declined that there was a better rate. For the 3 months after the change in residency, they kept sending my bill to my old address, and I called every month to correct this, and they continued to state that there was a glitch in their system. Still, in these conversations of cost discontent and glitches, nobody offered me council on improved rates.
I escalated to a manager as the representative stated their hands were tied and the manager was equally unhelpful, and told me if I did not pay this bill, that was 4x higher than the going rate, Direct Energy would take me to collections.
Today, I received a bill of an additional $361.98 for the remainder of the month, after having had cancelled on August 10th, 2021 and switching to EPCOR. I called and asked to be put through to a manager. They offered my $50 off the outrageous amount, which $361 continued to be 4x the going rate, and although stated she was not satisfied with how I had been treated thus far, proceeded to kindly tell me there was nothing more she could do and when asking me if there was, I asked to leave a complaint, and she abruptly disconnected the call in that inquiry. Another encounter involving customer service was during the cancellation of my bill. The customer service agent did not attempt to council me a) that I would continue to be charged, b) that I would continue to be charged the quadrupled rate, c) on how to rectify the previous bill. Bill cancelled August 10th, 2021. Charged again August 18th and August 27th 2021. Began service in 2013. Communication: I had not registered for an online account, and trusted the automatic withdrawals and paper mail notifications, however, the notifications did not get received in the mail.

I would say that Direct Energy willfully misleads you on their billing arrangement, and continuously has "glitches" in their methods of communicating (mailed to wrong address, did not receive a phone call, or email, or did not have a record that was sent in the mail at all), and then when does not withdrawal automatically will claim delinquency and charge you fees for non-payment. When making complaints, was rushed off the phone, or placated until the representative seemed to run out of patience - this occurred with multiple managers and staff consistently.

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— Holmes from on September 8th, 2021

Direct Energy is tettible!!

I signed up with Direct Energy about 5 years ago, hoping to save some money. All was ok for awhile. I was happy and thought I was saving money.

One day about 4 months ago I checked my rates with my local gas supplier, they were between 6 and 7 cents lower. I called Direct Energy to see if they could lower my rates to match my local gas supplier, they said they could not match the rate at the moment but would be able to lower my rates in a couple of months.
To compensate me they offered me 2 $75 gift cards, I have 2 accounts.

That was in May, in June I called to check rates, they still could not match my local gas supplier, I also checked on the gift cards they were supposed to send me, they said they were mailed and I should receive them any day.

When they could not match the rates of my local gas supplier, I cancelled my gas account.

As of this date, August 11, no gift cards were received, when I checked they told me because I had cancelled my account, the offer was no longer available. After spending over an hour on the phone with Brandon and his manager Jose, I gave up trying to deal with them.

I was with this company for 5 years and I was a loyal customer, a lot of good that did. I am so disappointed with Direct Energy and hope no one else has to go through what I had to do.

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— Pat Mamy from Toledo, OH on August 11th, 2021

Good afternoon, Pat. We are truly sorry for the inconvenience you experienced and we are terribly sad to know we have lost you as a part of our family. For any further assistance needed please feel free to connect with us through any of our communication channels:

* Our Facebook team at https://www.facebook.com/directenergy/
* Our Twitter team at https://twitter.com/directenergy
* Or you can chat with us at www.directenergy.com

We hope to have the opportunity to regain your trust in us and serve you the way you deserve. Please accept our apologies. Thank you for the feedback. All the best! - Sophie / Digital Care

— Direct Energy

Direct Energy is the worst company in Canada

We have had three terrible experiences with Direct Energy. The first account we had with them they could not get the lean removed from the rental we were trying to sell. It took several months and we were told by people to call and email every single day. We did that for three months. The other two situations were ones that we inherited water tank rentals and the bungling of customer service and the inability to get problems resolved was truly incredible. I have spoken to many other people that also claim they are the worst run company in Canada

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— John H from on July 11th, 2021

Scammers

Reps came to my door and refused to take no for an answer after I finally got rid of them didn't think twice about it. Now I just noticed on my bill that somehow they switched me anyway. These people are scammers, I never agreed to switch.

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— Rita T from Toledo, OH on June 18th, 2021

Hi Rita, we are saddened to know about your recent experience with our sales agents this is not the feedback we would like to receive. We would love to further investigate this case so we can escalate it to the appropriate department. Please connect with us through

Facebook: https://www.facebook.com/directenergy/
Twitter: https://twitter.com/directenergy
Chat at: www.directenergy.com

We are looking forward to hearing from you soon! Have a great day! - Zoeh / Digital Care

— Direct Energy

Snakes

They sent a sales person to my house at 9pm saying they were with my energy company and needed to see my energy bills to ensure that I was being charged correctly. I should have seen through this, but it was late and I was tired. When trying to cancel my account they hung up on me and screened my calls. Horrible company full of sneaky people, never do business with them.

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— Luke from Cincinnati, OH on March 26th, 2021

Hi Luke, this is without question, not the experience we want our customers to go through. We take all concerns raised about our sales practices very seriously and require that all our vendors ensure every agent is compliant with our policies and to requests made by the owner of the home that they are visiting. Furthermore, each representative is required to clearly identify themselves as being with Direct Energy and not the local utility, both verbally and by wearing the appropriate badging and uniform. We do not tolerate aggressive or forceful behavior from our employees. The Door-to-Door sales agents are employed by vendors that we partner with. If the Vendor's training is the opposite of our training, we certainly need to know so that we can investigate their actions and take proper action. If possible, please provide the Agent Name, Employee ID, or physical description of the representative that came to your door. Also, if you would like, we can add your address to our internal Do Not Knock list to prevent any future solicitation. If you have more information please let us know. We would love to help you to fix this situation as soon as possible. Please connect with us through chat at www.directenergy.com. It will be a pleasure to help you! - Zoeh / Digital Care

— Direct Energy

Dissatisfied with Direct Energy

I had been with Direct Energy for years and no issues. One year I missed the renewal and they doubled my gas rate. I called to have it switched back to the fixed rate. They indicated it could not be switched for a minimum of 60 days. They offered to provide me with a $75 dollar gift card but I never received the gift card. Their rate is high and it is not easy to get out of the contract without paying in excess. The customer service support team was lacking in knowledge and not helpful. Very dissatisfied with their overall service.

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— Kdg from Streetsboro, OH on February 28th, 2021

Hi, thank you for getting in contact with us, we sincerely apologize as it is our aim to be as transparent with customers as possible regarding their accounts. We would like the opportunity to investigate this further and check the status of your gift card. Please engage with us through chat at www.directenergy.com. We are looking forward to hearing from you soon! - Zoeh / Digital Care

— Direct Energy

The lights are on but nobodys home!

Sold my condo,notified D.E. On my last cheque that it was sold and this was my last payment. The new owner waited 2 weeks to establish an account. You bill me for the 2 weeks. I send you lawyers documents stating completion date of sale. You continue demand me to pay someone elses bill and now put the amount out to collection for $32.
Its not the money stupid, its the principle. I have made every effort to get this straight here and am faced with a wall of collective incompetence on your part.
Do something here to improve your 2 star rating.

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— B.Naylor from on February 9th, 2021

Good afternoon, B. Naylor. We are truly sorry for the bad experience you have had. We care for you and we would love the opportunity to take a closer look at your account and help you solve your concern. Please feel free to contact us through any of our communication channels (FB, TW, phone, or chat) and we will do our best to provide you a solution. Thank you for this feedback. We'll be waiting for you. Have a beautiful day! - Sophie / Digital Care

— Direct Energy

Direct Energy Services, LLC

Warning! If you notice a sizable increase in your monthly Gas Bill which I have had for years! Call your local provider to see what the Ccf amount is and check who your Gas provider is. According to my records, Direct Energy has been over charging me double to triple the Ccf for over the last 8 years! I cancelled the service immediately and am waiting on "The Office of the President" to respond!

According to their source when the contract expires they put the household on a variable rate which is considerably higher. No communication in years.

Thank you to Columbia Gas for bringing this to my attention!

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— Direct Energy Services from Bay Village, OH on January 19th, 2021

Good afternoon. We are terribly sorry to hear about the confusion that occurred with your rate. It does sound like your account had a fixed-rate contract, which expired, and the account transitioned to a month to month, variable-rate plan. We certainly never want our customers to be surprised at the rate they are paying, nor do we want to transition a fixed-rate account to a variable rate unexpectedly. For these reasons, and as required by law, we send out an end of term notices to any account that has a fixed-rate contract expiring within the next 30-60 days (the requirements on when the letters must be sent vary by state). The end of terms notice would have included the expiration date of the current contract, instructions on how to renew into another fixed-rate contract (either by phone, chat, or via your online account), and the important disclosure that states if we do not hear from you by the expiration date, the account will automatically move to the month to month, variable rate pricing. Our goal is always to operate as transparently as possible and in the best interests of our customers. We regret that you had a less than outstanding experience and we're truly sad to know that we have lost you as a part of our family. We hope to have the opportunity to serve you again in the future, and we wish you all the best. - Sophie / Digital Care

— Direct Energy

Misleading and cheating company

I shifted my gas and electric in this company because i met the custoer service rep during their launching of promotions of 1 month free bills and less rate. i want to warn consumer that it was a complete lie and front only. Also the charge is a way higher and incomprehensible. Pls dont consider this company ever.

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— Tim from on October 29th, 2020

Hi Tim, thank you for taking the time to share this information with us and were sorry to hear that your experience was not of the quality you expected. Would like to investigate this further and find out what happened with your promotion of one month free. Please engage with us through chat at www.directenergy.com/texas We are looking forward to hearing from you soon! It will be a pleasure to help you. Have a great weekend! - Zoeh / Digital Care

— Direct Energy

I hope I have not been scammed.

Do you have salesman to come to sign you up. Because last evening a young man came with no ID, but and I pad with direct energy logo on it and I signed up after I got a call and answered questions to confer that I was the person on the bill. I was not on my Ps and Qs. Please tell me I was not scammed?

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— Regenia J Dunnings from Cleveland, OH on July 22nd, 2020

Hi Regenia, we take all concerns raised about our sales practices very seriously and require that all our vendors ensure every agent is compliant with our policies and requests made by the owner of the home that they are visiting. Furthermore, each representative is required to clearly identify themselves as being with Direct Energy and not the local utility, both verbally and by wearing the appropriate badging and uniform. We do not tolerate aggressive or forceful behavior from our employees. The Door-to-Door sales agents are employed by vendors that we partner with. If the Vendor training is the opposite of our training, we certainly need to know so that we can investigate their actions and take proper action. If possible, please provide the Agent Name, Employee ID, or physical description of the representative that came to your door. Also, if you would like, we can add your address to our internal Do Not Knock list to prevent any future solicitation.

Please feel free to contact us at 1-888-305-3828, Monday through Friday 8:00 a.m. - 5:00 p.m. CST and Saturday 8:00 a.m. - 5:00 p.m. CST, or engage with our Live Chat agent from www.directenergy.com It will be a pleasure to help you, and we look forward to hearing from you! - Emma / Digital Care

— Direct Energy

Beware of price gouging!

My gas rate DOUBLED from January to February. I called to ask why and they said that my fixed rate plan ended and I was on a variable rate. Also, they would not do anything about it because I decided to switch to another supplier. I can understand a rate increase, but doubling the rate is clearly an attempt to gouge money from me because I decided to change suppliers. Criminal.

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— Ccb from Kent, OH on February 27th, 2020

Good afternoon. I apologize for any miscommunication regarding our attempts to offer support at the time of this interaction. Unfortunately, as we are a third party supplier, we do not have the ability to interject into the utility company's billing system. For active customers, we have more flexibility to work with them as we can contribute to some portion of the bill. That being said, we wish there was more we could have done for you and your family when you needed the support the most. If you have any further questions or concerns, please feel free to reach out to us through our Live Chat portal: https://www.directenergy.com/. We wish you and yours the best. - Megan / Digital Care

— Direct Energy

No sign of them on my bill yet

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— No Sign from Toledo, OH on February 21st, 2020

Good afternoon. We are just as eager to become your new supplier! As we are working as a third party supplier with your current utility company, we are on their timeline of when our services are able to officially begin. Typically, this transition can take 1 - 2 billing cycles. If there is anything we can do to assist with your DE account, or any outstanding questions or concerns, please do not hesitate to contact us. We have a Live Chat portal that is open Monday through Friday from 8:00am - 5:00pm CST through our website: https://www.directenergy.com/. Have a great day. - Megan / Digital Care

— Direct Energy

Solicitation

I had a representative stop by my house today wanted me to change my gas and electric plans to direct energy I asked for more information and contact info upon doing this the solicitor became angry and stormed off and told me to enjoy my variable rates great business model direct energy send solicitors out around dinner time and have them tell off possible customers

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— Matt from Canton, OH on September 12th, 2019

Hi Matt, and thank you for letting us know about the experience you had today. This is clearly not the behavior we would expect from our door to door personnel, or any other employee, for that matter. We are sorry that you were treated disrespectfully, and appreciate you taking to alert us to the situation. Thank you, Matt, and have a great night.

— Direct Energy

House call

Had a fellow come to the door, he did introduce himself, I saw where he was from and stopped him from going into his speil, told him I was happy with whom I'm with. Got a little testy, asked me if I didn't support the troops. I told him of course I do. He told me this was his second job since he got out of the service, I thanked him for his service. I still can't figure out what him being a veteran has to do with me not wanting the services (Direct Energy) he was wanting to tell me about. Told me it was ridiculous for me to stay with whom I am with. His name was Joseph. I didn't want to rate this, but it made me.

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— Betty from Mason, OH on July 13th, 2019

We apologize for any inconvenience this may have caused you and your family. We would like to investigate this further for you. Please contact us and provide as many details as possible regarding the agent such as his name, badge number, date of the visit and your address. We will forward it to the appropriate department to investigate the sales practices of the agent.

— Direct Energy

Dishonest cons

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

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— Lee M. from Dayton, OH on 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

Dont do it!

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.

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— Price Gauging In The End from Akron, OH on 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

Sales rep

Had a girl show up at my house Saturday afternoon telling me that there were a lot of complaints about our electric bills. No one on my street. I told her wasn't interested and started to shut the door. She started talking about the bills again and then stopped. She said "never mind, you're f______ up" . If these are the people that work for direct energy, I want no part of it!!

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— MR from Massillon, OH on September 9th, 2018

Mrsondo, we are very concerned that this was the experience you had with one of our door to door sales agents. We take issues like this seriously, and would like to investigate the situation further. If you are so inclined, please send us an email to dedigitalcare@directenergy.com and include the following information:

Â Â Â Agent Name
Â Â Â Date the Agent visited your residence
Â Â Â Your full address or nearest local intersection
Â Â Â A brief description of your specific concerns
Â Â Â Any additional information that may be important

Thank you for the feedback, and we apologize that this happened. We hope to hear from you. - Jack

— Direct Energy

RUDE CUSTOMER SERVICE AGENT WHO HUNG UP ON ME FOR ASKING A QUESTION

Received a random text message from a number I didn't recognize. Text message said:
"Hey N~, we still haven't heard back from you..."

I responded with:
"About? Not sure who this is"

I received no response, so I called the number, (614) 407-9168, to find out what this was about as I've never texted or spoken to anyone at this number before.

The first guy I spoke to was INCREDIBLY rude and hung up on me because I asked him to repeat the name of his company and the name of the state energy program he was referring to as I was clueless about who he or his company was or how they got my contact information because I never requested any information about this company or any energy programs at all.

He wanted me to start giving him my personal information, which I didn't feel comfortable giving to some random person who texted me out of the blue about some program I never asked about from some company I've never even heard of.

You tricked me into calling you by sending a misleading text message and want me to sign up for a program with your company, but you get ticked off at me when I ask for more information and am not willing to just give out my personal information to someone at a company I never contacted and have never even heard of??? And then you hang up on me without even answering my questions??? If this is your company's idea of customer service, I don't know how you have any customers at all.

I called back and requested to have my name removed from your lists for both calls and text messages.

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— Offended In Pickerington from Pickerington, OH on September 6th, 2018

Phone harrasment

They continuelessly call my number after warning harassment!!!!

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— Phone Harassment from Findlay, OH on August 16th, 2018

We are so sorry to hear that you are still receiving telephone calls from us, Andersbart72. We would like the opportunity to place your contact information on our Do Not Call list to prevent any future solicitation from being made to you. Please know you may connect with us via email at dedigitalcare@directenergy.com or through our Facebook page to have your phone number processed accordingly. We are looking forward to resolving this for you. Thank you. -Eleanor

— Direct Energy

Failed on all Ends.... !!!!

Guy came to our door last Sept. offered amazing locked in rate deal. Said he would put me on the same budget plan I was on. Over the summer I get it my bill goes up (I've been in the same house for 12 years now I know how it works) but never has it ever almost tripled in one month. So I called and was advised I did not lock in my budget, I said the sales rep reassured me he did that. She says her supervisor says sorry too far back and I waited too long to call about the budget. I explained because my bills have been comparable. I asked if there was a fee to cancel and switch back, to which her response was "no". I said may I please speak with your supervisor, to which she put me on hold and came back, and said she is unable to take your call now, where did she go you were just talking to her???? I got upset and said I wanted a higher up administrator to contact me regarding these issues ASAP. She said ok. He did call but it was three days after my call, so I have already switched back to the company I have had for 11 or so years and never had a bill with as high as the last two months with Direct Energy. Oh and the topper today in the mail here I sit with a 99.00 Gas early termination fee (THEY LIED !!!!!!!!!!!!!!!!!!!!!!!!!!! )

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— Fam5 from Brookpark, OH on August 6th, 2018

We would like to thank you for taking the time to leave valuable feedback, and we apologize for the experience detailed in your review. We are very disappointed to learn that we lost your business. We hope to have the opportunity to regain the trust and partnership we value so much. We wish you the best. - Emma / Digital Care

— Direct Energy

Take the customer to the cleaners

Apparently, my contract with them ended in July 2017. I was paying 0.0669 per KWH under contract. They say they sent me a letter about renewing. Because I didn't respond, they put me on a variable rate that went from 0.081056 in Aug., up to o.122230 in Jan. 2018. When I saw the ridiculously high bill for this month, I started making phone calls & found out what Direct Energy had done to me. I cancelled my service with them immediately. I think what they did was very wrong. They could have called me or even emailed me to clear this up before switching me to a variable rate that has cost me a fortune. I feel they should refund me the excess I have paid from Aug. 17 to Jan. 18. The customer service person made a derogatory remark.

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— Anita Gilliam from Springfield, OH on January 8th, 2018

Anita, we want to apologize for any frustration this may have caused. We are showing that prior to the fixed rate plan you enrolled on expiring, we mailed you a renewal letter that was reminding you to renew if you wish to continue having a fixed rate plan. It states "If we dont hear from you prior to your fixed price plans term end date,well simply continue your service on a variable price plan* as outlined in the terms of service portion of your contract. While on this plan, your pricing can vary month-to-month and there are no associated cancellation fees." If you would like to review this further with us, please feel free to email us at dedigitalcare@directenergy.com with your account information and we would be happy to address your concerns further. All the best, - Jane

— Direct Energy