Direct Energy is one of the largest providers of energy and energy-related services in North America. With customers in all 50 states, 10 Canadian provinces, and Washington, D.C. Direct Energy has also shown to be a progressive company, developing new plans, products and technology that deliver consumer insights and resources to help them save money. The Nest Learning Thermostat, Plenti and their personalized Online Account Manager are all tools that Direct Energy puts in the hands of their customers to use less energy. They're also very progressive, with active social communities on Facebook, Twitter and Pinterest that help them stay in contact with their customers.
“
I have been Direct Energy customers for 3 years, when I decided to move to my new house I called them (30 days before moving) to transfer my service to my new location (75056) but the representative told me the service is not available on that area and they don't charge me for early termination. When I saw my statement they charged me $135 for early termination, I called again and the representative checked my new zip code and agreed to waive this fee. Finally today after checking my credit card statement I saw they charged me $135. Really frustrated with their customer service. ”
— Ali
June 20th, 2019
We certainly wanted to take a moment to apologize for the less than exceptional experience. Upon review of your account, the early cancellation fee was included with your final invoice. A waiver request was submitted and a credit of $135.00 was applied to your card on file as of 7/8/2019. Please be advised it can take up to 10 business days for the refund to show on your account.
I confirmed I received my credit, regardless of what I mentioned above I was totally happy with Direct Energy service but unfortunately they don't offer service in my new area.
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Good company, getting better
(4.6 / 5)
“
I have been with Direct Energy for 8 or 9 years now and, except for a few minor issues, have been pretty happy with their service. I use the live chat feature most of the time but, if I have to call customer service, I am usually not on hold too long at all and it doesn't take long to resolve whatever the problem is. The rates are a little higher than some lesser known providers but given the lesser known providers ratings, the higher rates are probably going to be worth it. In fact, my contract with Direct Energy expires this month and I had been shopping around for an electric provider with a lower rate but decided to go ahead and stay for that reason. All the providers offering lower rates had terrible ratings and customer reviews. I also found a few outrageous hidden costs and fine print nightmares among some of the lesser known providers. I would rather pay a few cents more and avoid having to battle with some other company's customer service department about a promise they made at signup they failed to deliver afterwards. ”
— Jennifer
February 6th, 2019
Good Afternoon Jennifer,
We appreciate you taking the time out of your day to provide an exceptional rating based on your experience with us. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction. Please feel free to reach out to one of our live chat agents with your full contact information should you ever need our assistance. Thank you again and have an amazing day!
-Marie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Generation only.
(4.6 / 5)
“
Never any problems. ”
— Good supplier & prices Repeat customer.
December 27th, 2018
Thanks for taking the time to leave us a review! Hope you have an amazing day. Allie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Cs was really helpful
(4.6 / 5)
“
Needed help with my bill and cres from cs helped me out n was very kind ”
— Esther
December 4th, 2018
Thanks Esther! We are glad to see you had a great experience and will make sure Cres is recognized! - Allie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Great Customer Service
(4.6 / 5)
“
Chatted with Kim today and she was a tremendous help! No wait time either. Issue resolved! ”
— Judy
October 23rd, 2018
Thanks great to hear! We will make sure to pass the kudos along to her :) - Allie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Easy experience for set up and transfer
(4.6 / 5)
“
Used on line chat service to discontinue service at one address and activate at another three weeks out from move. Seamless...easy. ”
— Jeff
July 5th, 2018
This is the feedback we love to hear, Jeff! We are proud of our Chat feature, and are glad you are enjoying the online digital assistance portal. I will pass this information along to our Chat team to ensure they are properly recognized. Thank you for being a Direct Energy customer! Have a wonderful day. -Eleanor
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
ted arnold
(4.6 / 5)
“
quick painless and competitive ”
— favorable
June 19th, 2018
Thank you, Tedarnoldct! We are so glad to hear that you have received an effortless customer experience. Direct Energy always strives to provide a positive and reliable customer journey, and we are pleased this has been the case for you. Have a wonderful day! -Eleanor
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
"Getting to know you!"
(4.6 / 5)
“
Being new with Direct Energy I need a little more time to experience. So far I am very pleased with the price and that means a lot to me. Using Direct Energy for both Gas and Electric, is allowing me to stay in my home. When you are on a fixed income, this is monumental. Thank you, Direct Energy. ”
— Betty J. Morgan
December 20th, 2017
Thanks for the wonderful feedback, Betty. We are so glad you decided to go with us as your supplier. Have a fantastic day! - Cole
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Great online customer service.
(4.6 / 5)
“
I had called several times to discuss my bill, but recently and now twice I have used the online customer service and resolved my concerns right away. I have been with Direct Energy for approximately 4 years now and I have recommended them to several of my family and friends. ”
— Patricia Kohler
November 28th, 2017
Thank you so much for telling others to sign up for our service. We really appreciate it. Have a wonderful day! - Cole
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Wonderful customer service
(4.6 / 5)
“
I had a misunderstanding about account and decided to reach out to the chat option, I was assisted by Kyera who was more than wonderful. She explained in detail my concerns and assisted in setting up the appropriate approach. ”
— Ruth
November 22nd, 2017
Great feedback, Ruth. We are pleased to hear that Kyera was able to assist you with the concerns you had efficiently. It's important to us that we offer the best customer service experience to every customer always. Be sure to reach out should you need our assistance again. Thank you for your business! - Cole
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Great
(4.6 / 5)
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Awesome ”
— Toby Turner
November 21st, 2017
Thank you Toby! We appreciate your feedback Have a great day! - Cole
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Cancellation of Plan
(4.6 / 5)
“
I noticed a certain surge protection plan was added to my account, so I requested that it be removed immediately. Megan, a representative was very professional and direct. The live chat lasted about two minutes, at most and my concern was addressed with urgency. Love, love, love this company! ”
— Udy E
July 27th, 2017
Thank you for sharing your feedback Udy! We are pleased to hear this and will make sure Megan is recognized for a job well done! We hope you have a great day! All the best, -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Never have any issues
(4.6 / 5)
“
I've been using direct energy for about 2 years now, and I've always had a good experience with them. Their plans are cheap and I've never had any issues with paying my bills online. Their customer service is always quick and efficient. The website can be a little glitchy but that might be because I have to use my phone, but I have noticed they have been making updates and I especially enjoy the chat function. Overall I will always recommend Direct Energy! ”
— Rachel
June 30th, 2017
Rachel, thank you for sharing your feedback. It's nice that you have recommended other's to us, and that you have had good experiences with our customer service when you needed assistance. Please report any issues you have with our website to us, so we can get those issues reviewed as soon as possible. Feel free to email us at dedigitalcare@directenergy.com if you have a current issue with the website that needs attention. Thank you, -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
chat about rates
(4.6 / 5)
“
I had a fast and easy experience chatting about my rate. Exactly what I expect when chatting. ”
— Jose Torres
June 30th, 2017
Hi Jose! We understand that when you contact us, it is important to get the issue resolved quickly and efficiently. We are glad that you had a good experience when you chatted with someone with a question. Have a wonderful day! -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Energy set up with Melissa
(4.6 / 5)
“
Easy and Quick. Just how I like it. ”
— Neal
June 13th, 2017
Hi Neal! Thank you for submitting a review. We are glad to hear that you have had an overall good experience with our company! Have a good day! -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Nice customer service
(4.6 / 5)
“
They are able to answer all your needs, thanks Direct Energy”
— Sam
April 25th, 2017
Sam, we want to thank you for being a loyal customer. Providing great customer service for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Great energy
(4.6 / 5)
“
I've had nothing but success with direct energy. Have no knowledge of promotions. Would recommend to others I have. ”
— pattick
April 20th, 2017
Pattock, we want to thank you for being a loyal customer. Providing great customer service for our customer's is something that is very important to us. We appreciate your feedback. Have a good day! -Rose
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
The Best
(4.6 / 5)
“
Love the Plenti points and app. ”
— Ray
April 20th, 2017
Hi Ray! We are happy to hear you are enjoying our partnership with Plenti. Many thanks. - Ally
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Never in the Dark
(4.6 / 5)
“
When our contract was up I called and negotiated a new rate and our loyalty was considered in the rate we received. What a blessing. It made me feel you appreciated my business. ”
— Teresa
April 20th, 2017
We do appreciate your loyalty to us, Teresa. We thank you for your continued devotion. Warm regards. - Ally
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.6 / 5)
Pleased customer
(4.6 / 5)
“
Customer for 3 years and have had good results. Good customer service. Would recommend ”
— Canderson
March 26th, 2017
We hope to continue providing you with excellent service for many years to come. Kind regards. - Ally
