118 Customer Reviews
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Review from David M
1 star09/11/2024
Direct Energy sends representatives to my door almost every month to harass me. These reps are trained to lie by telling me they are my energy supplier, and they want to take me "off the increase." As though a company that makes a clerical error these days can't just fix it in their database, and door-to-door is the only way. What a joke! They are not my supplier. *** *** ****** is my supplier through ******** ***; and ******** **** is my electricity provider. Every visit, they are surprised when I tell them that *** is not my provider - confirming they are trained to lie about being my provider - likely to engender trust from less informed consumers. They claim they are not trying to sell me anything - yet they are trying to get me to switch to their service. If they had something valuable to offer me, why the misleading tactics? They could be up front and suggest that they could offer lower rates than my current provider, and then I would be interested. Since they chose to lie, instead, it's likely their rates are going to be higher than what I already have. I have asked them every time to remove me from their list, but they keep sending their mis-informed agents to lie to me. Unsuspecting residents will get switched to Direct Energy by signing up for something they don't understand, and the law of the land is "buyer beware." So, I'm writing this post, hoping that some buyers will beware of this garbage sales tactic, meant to hook unsuspecting residents to a service that just wants money and offers higher rates in return. I can't blame the agents. They tend to be young people genuinely interested in helping residents get "off the increase." The agents are aggressive - "so you don't want to save money" is one of the lines I got... from someone who claimed they weren't trying to sell me something. Sure. This is the only BBB review I've ever written, and I hope it's the last. These guys are a joke and they deserve less than one star.
Direct Energy, LP Response
09/12/2024
We take customer reviews and complaints very seriously. We would like the opportunity to discuss and resolve your concerns, please contact us toll free at (866)348-4193.Review from Alyssa B
1 star09/09/2024
About a month ago i was in a dispute with Centerpoint over a service call in June that never happened nor did i request. So i told direct energy that i was in a active dispute and they granted me an extension to pay my bill. Well, i was informed by multiple people that if i was charged late fee or any other fees that i can call back when my next bill generated and there was no problem removing them. Well i got my bill and its $254 and the lady i spoke with 2 weeks ago stated that she was removing those charges and will reflect accordingly within 24 hours. Well no, its still showing the $254. I called today and was told by a different person that the "disconnection" notice of $30.00 can not be removed and the credit will appear on my next bill. Mind you, i paid the full bill of $304 BEFORE 9/3/24. I won the dispute and so now i am not even confident that the $109 credit will be reflected on the NEXT bill. When repeating everything that i have repeated to MANY other Customer Service reps, 2 of them told me the same thing that those charges can be removed. So i told this rep that i will call and speak with a supervisor and he had no means to make it right or offered to get me one while on the phone. He just told me to have a nice day and that he advised i do talk to a supervisor. I dont know where their Customer Reps are at, but they are not in America nor are they by any means friendly and helpful. I cant believe i am stuck in this for 2 years and regret every switching to them. They charge WAY more than i have ever paid for electric in a 1 bedroom apartment in my life!!! I am on the verge of paying the cancellation fee and shopping elsewhere and advise that no one signs up with this company because you will regret it.Direct Energy, LP Response
09/11/2024
Thank you for the opportunity to address your concern(s). We are here to help 24/7 at 1-888-305-3828.Review from Theresa M
1 star09/06/2024
Non-stop unwanted telemarketing calls! I have asked multiple times to be removed from their calling list, but I have not been removed yet! Harassment!Direct Energy, LP Response
09/09/2024
We take customer reviews and complaints very seriously. We would like the opportunity to discuss and resolve your concerns, please contact us toll free at 866-348-4193.Review from Denise L.
1 star08/29/2024
Direct Energy in Houston gave me a credit of $25 on Julys bill. The next bill it was added back on there.. They didnt honor the $25 credit as i was promisedReview from Mark G
1 star08/21/2024
A young woman approached me in my driveway. I told her that my wife handled the electric bills and that we were good. She asked if I knew that our rates were going up. She said that she wanted to talk with my wife. I said no. She said that she would come back later. I said no. I informed that she was not welcomed and that if she returned that I would call the local police. She flipped her middle finger and said "go f--- yourself". My wife contacted "customer support" and they wanted our billing address. My wife refused and they hung up on her.Direct Energy, LP Response
08/22/2024
At Direct Energy our objective is to provide you with the exceptional service you deserve. We apologize if your interaction with us was less than favorable. We take customer reviews and complaints very seriously. We would like the opportunity to discuss and resolve your concerns, please contact us toll free at 866-348-4193. In order to fully investigate your concerns and determine the identity of the agent involved we would need to know the address at which the interaction occurred.Review from Alisia R
1 star08/02/2024
This company race extremely high. I stopped my service like in May 20 24 and I’m still being charged for a place that I do not live at right now and now my bill is like $1700. This is so unacceptable and waiting on someone to give me a call back no one has called me or contacted me. I am so disappointed.Direct Energy, LP Response
08/06/2024
-Thank you for the opportunity to address your concern(s). We are here to help 24/7 at 1-888-305-3828.Review from Brian K
1 star07/26/2024
They find some unlucky low wage minority to do their dirty work by going door-to-door with this script: "You pay your AEP bill online or by mail? Can you check your bill to make sure you're not getting a surcharge?" I'm not ******. I know these energy wholesalers' con game and when I said to him before slamming the door, "I'm good", he fired off like rote ready reply "Yeah you good, bro?" Right. His south central L.A. attitude reared its head all of a sudden when he saw I wasn't buying what he's selling. He seemed ready for that cold reception. Go figure.Direct Energy, LP Response
07/31/2024
We take customer reviews and complaints very seriously. We would like the opportunity to discuss and resolve your concerns, please contact us toll free at 866-348-4193Review from Cayley D
1 star07/17/2024
Two individuals showed up to my door from the company today. I asked specifically if they were trying to change my supplier and they lied directly to me and said "no". They said they were not selling anything and this would not change the supplier on my bill. They implied they were with the SCO (standard choice option) for the utility companies and said that my account had accidentally been switched to a variable rate and they were going to switch it back. All of this is a lie, but I was distracted at the time and did not catch on until they left and I had signed up. The electricity rate was lower, but the gas rate was almost double the standard choice rate. I canceled both on the principle of the deception, fraud, and blatant lies they told.Direct Energy, LP Response
07/31/2024
We take customer reviews and complaints very seriously. We would like the opportunity to discuss and resolve your concerns, please contact us toll free at 866-348-4193Review from Iris C
1 star07/10/2024
I’d like to start off with I’ve never in a million years would take the time to put a 1 star review on any company, but if I could give this company a 0 I would. My father was going to start service with them and they had asked for information to this specific email and so we did as asked. The other light company had cut off our electricity and we expected this company to take over our service. Oh boy were we wrong, two days had gone by and they notified us that the “smart meter” didn’t receive our info so we did as asked, keep in mind that we live in Houston and we get bad heat and temps up to 90 degrees. The two days pass and they call us saying we had to send more information and we had to wait another two more days. After those two days had passed they don’t even call us letting us know if they even received the information. We had to call and they kept saying that nothing popped up in the system but we decided to wait although we had A HEAT WARNING IN PLACE FOR HOUSTON. These days turn into a WHOLE WEEK WITHOUT POWER. Then few more days pass again and we get hit with a hurricane in Houston we call centerpoint and they say that our home is pretty much nonexistent on their map because this company did not call in an order with them to start our power after they had told us we were in the “clear”. We call direct energy and another agent says we’re not in the clear?! I’d like to say that whoever is thinking of switching with this company THEY ARE SCAMMERS AND FRAUDS. The agents aren’t knowledgeable about what they’re doing, not only were they unprofessional but they were also putting our lives in danger due to high temps in our city and most Texans know that it is hard living without ac in the heat. I came here to write this review to warn others of how fraudulent this company is. They’re always promising things but never follow through. In the end we switched companies because it is upsetting that they don’t care about their clients we’re just a wad of cash tothemReview from Nick M
1 star06/26/2024
After a major system update, Direct Energy lost everything. Six accounts and my credit card information they've had on file for about a year. I could not access my account nor could I make a one time payment online. When I called to make payments, the same card they had on file is now being declined (verified, nothing wrong with the card/account). After several failed attempts by Customer Support to correct anything, I canceled all six accounts and took my business to a more competent company.Direct Energy, LP Response
08/05/2024
We would like the opportunity to discuss your concerns, and have tried to contact you, but have been unable to reach you. Please reach out to [email protected] so we can assist. Thank you for your time.
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