Recent Complaints and Negative Reviews (609 reviews)



Tried to blame Oncor for their own incompetence

(1.6 / 5)

  Direct Energy couldn't even submit an order to Oncor correctly!

Submitted an order to switch at the end of May, received an email saying that we'd have the switch done in seven days. Seven days later we get an email "welcoming" us to the DE family.

Fast forward to the next month, we keep waiting and checking their site to receive a bill and only saw that they "needed weeks worth of data" to show us our usage. Turns out they never even submitted the order to Oncor! Had to click a few different links to realize that our account was still pending! We reach out and all they do is deflect, deflect, deflect. They had the audacity to tell us first that Oncor hadn't "processed" our order, reached out to Oncor and it turns out they never received an order from DE. Once we informed them of that they changed their story to "the orders were pending" on their end, for a month!? Talked to customer service only to be told that it was our fault because the website said our account was pending and because they gave us a call once (ten days AFTER our service was scheduled to start!) and left no voicemail. They also said they put in three orders on the day our service was to start. Strange that they would put in three orders, not reach out to us THAT day, and then never tough the account again! Again, we had to search their website to see that our account was pending, why isn't that front and center!

Took them ages to finally accept some blame and admit they should have done better. We overpaid with our previous retailer because we got switched to a month-to-month plan and they wouldn't give us a credit to match the difference. They then stated that they could get our power on by the next business day without even understanding why their orders didn't go through in the first place! How can you promise that when you couldn't do it a month ago??

We don't want to deal with customer service that can't own their mistakes and won't do their best to rectify them in the moment.

Julio C.
July 6th, 2021

Good afternoon, Julio. We can only imagine how frustrating this situation was, and we are truly sorry about it.

Our customers are the most important thing to us, and we would like to be able to give you the attention you deserve. If there is anything, anything, that we can serve you with, please contact us at any time through any of our communications channels:

The Facebook team at https://www.facebook.com/directenergy/
The Twitter team at https://twitter.com/directenergy
By phone toll-free at 1-888-305-3828. For your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are Central
Or through our Live Chat department at www.directenergy.com.

We will do our best to show you we care. We look forward to hearing from you soon. Thank you for this important feedback. Kind regards! - Sophie / Digital Care

Responds July 7th, 2021


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Poor Customer Support and Service

(1.6 / 5)

  1. Did not understand contract expiration date and Ambit defaulted me to a very expensive plan.
2. I use online banking, typically carry a credit on my account, bank changed software, Ambit account was not paid, customer service informed me 1 day to pay before disconnect. Would not work with me after being a several year customer.

KH
June 12th, 2021



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Horrible Customer Service

(1.6 / 5)

  Service not turned on as requested and agreed when I signed up for service so power was shut off when contractors trying to work. Customer service phone number required 20 minutes before I reached someone. Customer service claimed it was Oncor's fault. Oncor confirmed Constellation never submitted request. After 2 more hours, learned Constellation is a manual process and they didn't submit request. My contractors and I lost 4 hours of our day troubleshooting ourselves and waiting for power.

Mike In Dallas
June 1st, 2021



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Beware - theives

(1.6 / 5)

  After my introductory rate ended, I watched my electric bill every day to see what the variable rate would be. My rate did not change on my daily usage for the entire month, and stayed at 4.4/kwh displayed on my daily usage every day of the month. After the month ended, I received my bill, and low and behold, they were charging my 11.69/kwh ! for the entire month, even though they showed 4.4. Customer service said they were not obligated to show the rate. Maybe not legally, but ethically they should show what they are charging you. Don't use this company if you want a company with morals.

Morally Corrupt
May 25th, 2021

Thank you for your review, Morally. We truly apologize for any inconvenience you may have experienced. Our goal is always to ensure that our customers have a positive experience. It is never our intention for a customer to have a high rate. I was able to locate your account, and it appears that your contract was not renewed before your contract expiration date of 04/21/2021. Our records show that 3 expiration notices were sent to the email address and mailing address we have on file on 02/15/2021 and 03/17/2021. If you could give us a chance to make things right. We can offer you an incentive. Your concerns have been escalated to our Customer Concerns department. Please contact them at your earliest convenience at customerconcerns@cleanskyenergy.com. We look forward to hearing back from you.

Responds May 25th, 2021


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