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.
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I have had direct energy for a little over 10 years and have had a great experience. I have found that enrolling in online auto pay helps me to never worry about a late payment and allows me to establish good credit. The other thing that has helped is always enrolling into a plan to save on the cost per kilo. Currently I am paying .13 cents and that is outrageous but looking over the plans I could be paying .8 cents per kilowatt. I have recommended direct energy before and I will do it again. Have never had an issue in 10 years. Although I am currently checking into clean energy plans so if they do not offer that then I will change to another company if the price is right. ”
— Melissa
September 21st, 2015
Melissa, we want to thank you for being a loyal customer. We are pleased to hear that you have enjoyed being with us, and that you see the value in the service we offer. We understand how important it is to save money and we are happy that with us you are able to do so. 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)
Great customer service experience
(4.6 / 5)
“
I had a problem with my bill and had to call Direct Energy the other day. The rep was extremely helpful and resolved the issue without any push back. A pleasant experience for an industry that is definitely not known for their customer service. ”
— Julie
October 16th, 2014
Billing and Account Management
Customer Service
How likely are you to recommend
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Price, Plans and Promotions
(4.6 / 5)
Very good service. No complaints
(4.6 / 5)
“
Very easy to work with. Been with them for 3 years now. Recently worked out something for me for last months payment. Were very very nice. ”
— L. Culbertson
July 9th, 2013
Billing and Account Management
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Price, Plans and Promotions
(4.4 / 5)
I finally got my new electric bill.
(4.4 / 5)
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I couldn't respond to your request because you asked way before I got my new bill. With my old electric server my bill was over $500. Now this month my bill was $355, a big change. It should be even lower, but with Bidenomics and everything going up anyways, I don't know if I can cut my usage or if it's this incredible inflation. Time will tell. ”
— Doug
April 11th, 2024
We're pleased to hear that you're enjoying Direct Energy. Thanks so much for leaving us a review and sharing your experience.
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.4 / 5)
Lower prices wouldvstay
(4.4 / 5)
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No problem ”
— Customer
March 12th, 2024
We're pleased to hear that you're enjoying Direct Energy. Thanks so much for leaving us a review and sharing your experience.
Billing and Account Management
Customer Service
How likely are you to recommend
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Price, Plans and Promotions
(4.4 / 5)
New Service
(4.4 / 5)
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All is going well. The information provided helped to make an informed decision. ”
— Good options
June 5th, 2023
Hi there! Thank you very much for this awesome comment! We are so happy to know you have had the best assistance from our Customer Care Team! We value your business with Direct Energy, and we look forward to continuing serving you for a long time to come! Thank you for trusting us! Have a great start of the week! - Marta / Digital Care
Billing and Account Management
Customer Service
How likely are you to recommend
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Price, Plans and Promotions
(4.4 / 5)
Good service
(4.4 / 5)
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Customer ”
— none
October 6th, 2020
Hello. Thank you so much for giving us this great rating. If there are any outstanding questions or concerns please do not hesitate to contact us through any of our communication channels anytime, it will be a pleasure to further assist you. Thanks for your trust! Have a nice day! - Sophie / Digital Care
Billing and Account Management
Customer Service
How likely are you to recommend
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Price, Plans and Promotions
(4.4 / 5)
Review of Direct Energy
(4.4 / 5)
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It was simple and easy. Look for best price with average contract length and no penalties for early discontinue. ”
— Review of Direct Energy
September 29th, 2020
Hi there! Thank you so much for this awesome review! Direct Energy is proud to offer our customers some of the most competitive rates that can be found anywhere, along with many incentives, promotions and a world class customer experience. We are thrilled to have you as a part of our big family and we appreciate your trust and loyalty! Have a beautiful day! - Sophie / Digital Care
Billing and Account Management
Customer Service
How likely are you to recommend
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Price, Plans and Promotions
(4.4 / 5)
DE
(4.4 / 5)
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It looks like a nice service and distribution. ”
— DE
August 13th, 2019
Thanks, DE! We appreciate the support!
Billing and Account Management
Customer Service
How likely are you to recommend
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Price, Plans and Promotions
(4.4 / 5)
The customer service people over the phone and chat are GREAT!
(4.4 / 5)
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But the I T Dept has many issue to updating information on my account. ”
— Review process is difficult updating from the input from agent to updating on my account.
August 24th, 2018
Hello, ronellnicholson41. Thank you for these excellent ratings! If you need assistance in getting your account information updated, please don't hesitate to connect with us on Live Chat from www.directenergy.com or engage with our Social Media team on Facebook. Thank you, and have an excellent week! - Stevie N.
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.4 / 5)
Customer Service
(4.4 / 5)
“
I had a few questions about my plans after transferring service and Kelsey was able to solve the issues quickly and courteously! It was easy to get my questions answered and it was nice not having to call and be put on hold. i was able to take care of the issues while not interrupting my work at the office thanks to the live chat feature. ”
— Justin C.
August 14th, 2017
Wow! We are so glad to hear you had a great chat experience with our digital care agent, Kelsey. We will be sure to provide her with this positive feedback. Thank you! Feel free to utilize chat again if you need. Thank you, -Cole
Billing and Account Management
Customer Service
How likely are you to recommend
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Price, Plans and Promotions
(4.4 / 5)
Great Customer service experience
(4.4 / 5)
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Customer service and plans are good. ”
— New Albany resident
May 31st, 2017
Thank you for taking the time to leave us a review and rating! Have a splendid week! - Ally
Billing and Account Management
Customer Service
How likely are you to recommend
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Price, Plans and Promotions
(4.4 / 5)
new bee
(4.4 / 5)
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Just new to this utility. Experience was very easy to create an account and follow up with questions. Very friendly customer service folks!! ”
— AudreyN
April 22nd, 2017
Monyca, 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
(4.4 / 5)
My opinion
(4.4 / 5)
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As a customer of DE I have nothing but praise for the company. Always ready to help out customers. New contracts and moving services are made a freeze. Only one minor detail, their automative (recuring) payment system needs to be better ”
— Armando
April 21st, 2017
Armando, we want to thank you for being a loyal customer. Providing rates that are affordable for our customer's is something that is very important to us and we will pass along your feedback on the payment system. 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
(4.4 / 5)
Direct Energy at Home
(4.4 / 5)
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Great service and nice people in customer service. ”
— A Customer
December 9th, 2011
Billing and Account Management
Customer Service
How likely are you to recommend
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Price, Plans and Promotions
(4.2 / 5)
None
(4.2 / 5)
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None ”
— NO
February 8th, 2024
Thanks! We're glad that you're enjoying your experience with Direct Energy. Thank you for taking the time to share your feedback with others.
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.2 / 5)
Direct energy delivers what it promises
(4.2 / 5)
“
My prior energy provider offered a "come on" value for switching to them. They had a bonus plus low rates. What I was not notified of was that after three months the rate escalated dramatically. It was a "fixed" rate but after the into period it fixed at more than twice the original. I, unfortunately, did not catch this for several months thru the summer. When I did catch it there was no mercy from their customer service people so I found Direct Energy and they are living up to their agreement ”
— Barry
December 9th, 2023
Thanks Barry! We're glad that you're enjoying your experience with Direct Energy. Thank you for taking the time to share your feedback with others.
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.2 / 5)
Why I went to another provider
(4.2 / 5)
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Perfectly happy with entire experience until service contract expired. If customer service had contacted me and offered same rate, I would still be a customer. Signed with another service then get your offer for a lower rate. Sorry. ”
— Elizabeth Reinker
February 18th, 2019
Thanks for the great feedback Elizabeth! We hate to see we lost your business but we would love a chance to make things right! Email us at dedigitalcare@directenergy.com and we would be happy to see options for you :) - Allie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.2 / 5)
Customer Service
(4.2 / 5)
“Direct Energy Customer Service is awesome. I am not easy to deal with, but Chas took ownership of the problem and hung in with me until it was resolved. It was an AutoPay issue and he worked with me, even involved his supervisor to get everything taken care of. Seldom do I find Customer Service where "Service" is the key word! ”
— Excellent Customer Service
December 14th, 2018
We appreciate you taking time out of your day to leave us a review. Have a great week! - Allie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(4.2 / 5)
Good online customer service.
(4.2 / 5)
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Customer service helped to correct my issue promptly and easily. ”
— Good online customer service
September 7th, 2018
Thank you for the great ratings! Our goal is to always provide an unbeatable customer experience. We appreciate you sharing. Have a wonderful day! - Jack
