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.
“
This switch to Direct Energy was seamless. I had a previous provider and the initial sign up was painful and I experienced delays. Direct Energy did everything correctly the first time. ”
— A User
June 10th, 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
(3.8 / 5)
Not satisfied
(3.8 / 5)
“
Thought the bill would be lower with the change but it remains the same. Need to rethink this change of provider. ”
— Gary
January 13th, 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
(3.8 / 5)
Sorry to Go
(3.8 / 5)
“
Have been a Direct Energy customer for only one year with a great rate and great customer service, unfortunately the renew rate is 30% higher than what is available elsewhere. 10/19/18. ”
— Rod
October 19th, 2018
We appreciate your feedback and will look into renewable rates in your area. Thanks - Allie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
No notice that contract was expiring
(3.8 / 5)
“
I have automatic withdrawal for the free weekends plan. I was not given notice that my contract was about to expire or had expired so I continued to lower the thermostat every weekend during the next 2 months. When my next bill was $100 higher, I contacted them to question it. That's when I found out it had expired 2 months prior and couldn't be restarted til the next month. I guess they will get extra money for the 2-3 months I was without the free weekend contract. Other than that, I have been happy with them. I just need to make note of my next contract expiration date because they probably won't notify me. ”
— Debbie
August 29th, 2018
Hi Julie, and thank you for taking the time to share a review! We are glad to know that you have been pleased with your plan and the overall experience you have had with us. To address you concerns regarding contract expiration and renewals, we want to assure you that we are proactive in notifying our customers of an impending expiration. We send out notifications between 45-60 days in advance of the contract end date, which include available renewal offers and instructions on how to accept a renewal offer. In reviewing your account, I see that your end of term notification was included with your statement dated 4/28/2018. You should expect the same renewal process to occur when your current contract is due to expire. We hope this clears up any confusion, and please feel free to reach out to us via phone or chat if there is ever anything we can do for you. Have a fantastic day! - Jack
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Definitely Preferred Electric
(3.8 / 5)
“
Excellent prices, but customer service not always the easiest to understand. ”
— Michelle B
July 12th, 2017
Thank you for the feedback, Michelle. We are sorry to hear that you have had some issues with communication when you contact us. Please feel free to email us at dedigitalcare@directenergy.com if you still have unresolved issues that we can assist you further with. We are happy to help. Have a good day! -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Help with renewing with Direct Energy
(3.8 / 5)
“
The customer service representative was most helpful. ”
— Renewing
June 30th, 2017
We appreciate your feedback! We are glad to hear the agent that assisted you with renewing was very helpful! Please don't hesitate to contact us if you need anything. All the best, -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Service and price
(3.8 / 5)
“
Far better Service and prices than I Had with TXU ”
— Direct
April 20th, 2017
We strive to remain competitive and friendly to meet your needs. Thank you. - Ally
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.8 / 5)
Direct energy
(3.8 / 5)
“
As a customer with direct energy they helped to get my monthly bill lower as well as show me ways I can improve my home to save money while keeping it efficient. They have great customer service and have always been dedicated at giving me the best service. If I have any concerns with my bill or anything they are rite there to assist me. ”
— Dwight
December 14th, 2016
Thank you for the wonderful Dwight! If you have any questions please feel free to email us at dedigitalcare@directenergy.com. Sincerely, - Henry
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.6 / 5)
Evaluation
(3.6 / 5)
“
Getting started has been a challenge since early this year. I think that I have an account now. Customer service is hard to understand but they try hard. ”
— Hopeful
April 2nd, 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
(3.6 / 5)
good rates
(3.6 / 5)
“
Easy enough to order. Rates are good. ”
— Jace
May 29th, 2023
Hi Jace. Thank you for sharing this awesome comment with us. It's great to know you're satisfied with our rates and the services we gladly offer you we will continue giving you the best of us and working hard to always provide you with the best electrical services on the market! If there's any future assistance needed, please feel free to get in contact with us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central, we wil be more than glad to take good care of you! Have a beautiful week ahead! - Marta / Digital Care
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.6 / 5)
Promo
(3.6 / 5)
“
Was supposed to get a gift card for a review and NEVER got the gift card. ”
— Gift card
February 29th, 2020
Hi Jeff! We are so sorry for this delay in delivery. We can absolutely follow-up on this missing giftcard. Please reach out to our Digital Care team through the avenue of your choice to proceed forward with assistance:
Live Chat: https://www.directenergy.com/ Social Media: https://www.facebook.com/directenergy/
We are looking forward to providing you a quick resolution to this matter! Thank you for your time. - Megan / Digital Care
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.6 / 5)
customer service
(3.6 / 5)
“
Cres was extremely helpful; answered all my questions and concerns. ”
— Dolores
December 18th, 2018
Yay!! We will make sure he is recognized!! Thank you. - Allie
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.6 / 5)
sign up an electrical plan
(3.6 / 5)
“
short waiting time, smooth, and straight forward ”
— xg
June 12th, 2017
Thank you for the feedback! Don't hesitate to contact us if you need our help! Thank you for choosing Direct Energy! -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.2 / 5)
Review
(3.2 / 5)
“
No ”
— JFK
April 9th, 2020
Thank you, JFK, for rating our services! We are glad to see you had a pleasant experience signing on to our service and are enjoying our plans. At a deeper look, we see that our Customer Service section was the lowest-rated category. We would love the opportunity to build on your experience for the better! If you are ever in need of assistance, please know you can connect with our digital support team through Live Chat https://www.directenergy.com/ or Social Media https://www.facebook.com/directenergy/. Have a great week! Stay safe out there. - Eleanor / Digital Care
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.2 / 5)
Renewing Contract
(3.2 / 5)
“
I have tried to contact Direct Energy for 2 days to renew contract. It appears that the low rate is only available to new customers. I have been with them for 5 yrs and went online to do a Chat but each time I am told 6 people in the Que. I wait until it gets down to 1 and then a message comes up that no agents available. I get out and go right back in and 6 in Que again. Last year when contract was up the price to renew went up. This year it looks like quite a bit. It appears that they get you in and then continue to raise the price. ”
— Milo
January 24th, 2019
Hi Milo! All customers who sign up with us will receive a new customer promotions, similar to your initial experience. Once that promotional offer ends we will offer renewal options and plans that can allow you to still maintain a reduced bill. If you would like us to look into your offers please email us at dedigitalcare@directenergy.com with your account details. - Allie
NO thank you. I contacted Direct Energy 3 times and each time I was told of a higher rate and I couldn't get a similar rate as the one I had at 0.78, I have moved on like a few others I know.
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.2 / 5)
electricity bill
(3.2 / 5)
“
Melinda was very helpful and thorough in explaining ”
— Dolores Garcia
June 7th, 2017
Dolores, we are happy that you had a great experience when you needed help. Thank you for being our customer! All the best, -Jane
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.2 / 5)
They have a very lose definition of average billing
(3.2 / 5)
“
I used Direct for over a year and never had any issues with them except for with their idea of average billing. They offer average billing, but it is unlike any average billing I have ever experienced, and to this day, when I inquire about how average billing works with potential energy providers, I have never encountered Direct's odd approach to the matter.Direct Energy doesn't average bill in the sense of keeping your bill around a steady amount and then adjusting it for over or under usage. Direct's average billing bills you exactly what you used that month, so the bill is always a surprise. I spoke to several customer service reps about this issue, and they all seemed confused by my confusion; like average billing meant regular billing. It's really weird. So if you are okay with your average bill being a mystery surprise each month, go ahead and sign up with Direct. Honestly, it's the only issue I ever had with them, but it was enough to inspire me to switch to another provider. Just my personal preference, though. ”
— Lori
January 27th, 2014
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.2 / 5)
Power-to-go Plan
(3.2 / 5)
“
The Power-to-go Direct Energy plan has been great. I get a daily email with my usage and cost. It's been really convientient. I haven't had to deal with customer service, so I cannot rate that, but set up was easy online! ”
— Amanda
August 28th, 2012
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3.1 / 5)
ok for an apartment.
(3.1 / 5)
“
I haven't had any issues with direct but their website isn't my favorite out of the energy companies. Customer service is helpful. ”
— karly
July 31st, 2010
Billing and Account Management
Customer Service
How likely are you to recommend
Order Experience
Price, Plans and Promotions
(3 / 5)
my review
(3 / 5)
“
i got a good plan at a good price, but was never notified of contract ending and never offered a renewal deal so i left ”
— how it was
March 10th, 2019
Good Afternoon,
We are sorry to hear that you did not receive your renewal notice. We do provide the available renewal rates in the online portal for your review until the account has been renewed or closed.
