15 Reviews for Direct Energy

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

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  

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

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

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

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.

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.

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

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