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About a week ago my rented water heater with direct energy stopped working properly, I called direct energy and same day a technician came and after inspecting the heater told me he will fix it but since the heater is 14 years old I am qualified to get a new one more efficient and he gave me few option, same capacity 40 gallons or for an extra dollar per month a 50 gallon heater. Because I am very tight with my budget I asked him few times if there is any other charges, the guy said that there wont be other charges and than I told him to schedule an appointment for 50 gallons tank for Apr 22 , he told me that there is 4 hrs window so if its ok between 12 and 4 pm, I told him no, then we agreed for 10-2 pm.

Today I called Direct energy around 9:00 am asking them if some one is going to show up since I didn't receive any confirmation and also told them that I need them to be no later than 2 pm. Well, today 2 technicians showed up 2:30 pm, the car was a rental car, no direct energy logo, no names, no badge...no nothing....to be honest I was a bit afraid to let them in, however they dropped some very dirty mats on my floor, believe better to come in with your boots on instead of those mats ( I had to clean the floor after them). From the very beginning I have noticed that these guys are here to rip people off....starting to say that everything in my house is not up to the code and they need to speak with the boss....they left and come back in 20 min with a quote of $ 885.92 to install the new 50 gallons tank which I pay rent....of course I decline the estimate. Few hours later I called Direct energy and explain them but of course they told me that there is nothing to do, because my house is not up to the code....Vipla, the cust service rep was extremely rude, I asked her to transfer me to customer relation, Diane at customer relation department was even more rude....I explained her that I am paying rent for this water heater and I need to be repaired or replace nothing else, she kept telling me that I need to pay $ 885 to have it done....this is awful....since I have realized that there is no help and they just to rip me off I asked her to cancel my contract , she told me that I need to call back , I told her that I don't want to call back, I told her that I need to cancel it now....she let me wait like good 10 min and told me that I need to pay $75 for tank pick up, I told them that there is no such contact between me and direct energy, they brought that tank, I paid rent since year 2000 and I don't want to pay....well, she told me that she will call me back in few minutes, I wait 1 hour and no call, I called back, I explained to a cust service lady and she hung up on me....I called again and finally I got a pick up date May 22, 8-12 am. I lost my entire day and I am very disappointed, I have no hot water and they don't care.

Today I called Home Depot and I will have them to install a new water heater....

If Direct energy will charge me money to pick up their heater I wont rest until I have money back....this is ridiculous and I will make sure every one will know about my experience...every one...I was expecting some respect from a company I gave my money for 14 years.....

Location: Scarborough, Ontario

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DirectEnergyHelp

We apologize that we did not see your post until now. We appreciate feedback and are always willing to help with any issue that may need resolution.

We can be contacted at DEdigitalcare@directenergy.com anytime! -Eden

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