Recent Complaints and Negative Reviews (559 reviews)



DON'T LET YOU KNOW WHEN CONTRACT EXPIRING

(1.6 / 5)

  DIDN'T LET ME KNOW MY CONTRACT WAS EXPIRING & MY GAS RATE JUMPED OVER 300% -- CALLED AS SOON AS I SAW FIRST BILL WITH NEW RATE, WOULDN'T DO ANYTHING SO I SWITCHED SUPPLIERS, BUT TAKES A COUPLE BILLING CYCLES & NEXT MONTH MY BILL WENT UP ANOTHER 200%

EXTREMELY ANGRY CUSTOMER
April 11th, 2021



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I would not recommend this. Copied email of issue

(1.6 / 5)

  I am having a hard time reconciling the information communicated/pitched to me when I purchased my solar panels. I originally was paying a bill of $86 a month before making this purchase. 5 months later I am now averaging a total $130 a month and this is expected to go up 2.9% every year.

I also discovered that the solar panels installed (4.9) have a max capacity of 750kw on average (can someone confirm the max capacity of these as I had to google to get this information?) and they are currently only producing an average of 332 kwh. My average usage at the time (sept and oct) was around 876kw. I was pitched on the idea that my solar panels should have capacity to support my daily usage and will more than likely produce more to the point where I will get money back as the electricity companies will buy the power from me. Making this a win win offer in addition to environmental pros.

I am now discovering that all of this was grossly incorrect and almost impossible at the current rates. Per the contract I was estimated to produce 7500kw in the first year. The solar panels installed are currently missing the mark by 47% and I am paying (literally) for it. It my understanding that if i'm expected to produce less than 10% of the amount estimated that is something that should have been communicated to me.

During the initial pitch, I was communicated the following:
Oncor charges will be gone after the first 3 months of operation (the primary point of the pitch was that my costs would be greatly reduced once the oncor charges were removed).
I will only have 2 bills for the first 3 months of operations and then it will go back to one with my solar panels in operation.
I can cancel at anytime.
Reduction in cost benefits for me and my family.
I can have the panels removed.
If I move, I will not have to pay for the costs of moving the solar panels.

Now it is my understanding that none of this was true.

I spoke on the phone with Luis A (3769) from Sunnova and he was unable to communicate anything of value to me in terms of rectifying this issue. He did state, however, that my bills (which only had a couple months of data at that point and for some reason was understated on my bill), would be utilized and that is how my solar panels would be picked (to cover the amount of usage I typically use). I trusted the competency of the solar experts from both Sunnova and Infinity Energy to make that assessment. As noted above, the current ones installed don't have the capacity to do that (mathematically impossible) negating the whole premise of what was pitched/communicated to me.

1/10
March 31st, 2021



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When is my contract up

(1.6 / 5)

  Extra charges in my bill

Ms. Hulsey
March 29th, 2021



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Poor service from the top to the bottom

(1.6 / 5)

  I spent over an hour trying just to get a new plan with a customer rep. Absolutely nothing was resolved in that time. So I sent an email to the Office of the President of Direct Energy. I got a response back within a day. However, it was addressed to my email but responded to someone I've never heard of! Direct energy has really bad customer service from the bottom all the way to the top.

Bad Customer Service
March 25th, 2021

Hi, we are very sorry and there is no excuse for what you experience with our team. We would love to further investigate this and find the best solution for your case. Please connect with us through chat at www.directenergy.com. It will be a pleasure to assist you! Have a good day! - Zoeh / Digital Care

Responds March 25th, 2021

Chat is one of the places I got such poor customer service! Why would I go there again? Ridiculous.

Bad Customer Service Replies March 26th, 2021


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