My issue has been the exact same as the reviewer before me. Furnace was having an issue, and was considered an "emergency" situation by DE (I have protection plan), and yet I have had to struggle to get people to come to my house the same day, when I have no heat in the house! This issue has been going on for 4 days, and no one has been able to give any straight answers to the issue (gas smell related). I also had to resort to calling another company to give me great advice and answers over the phone for free!
I got lousy customer service. There is total disconnect within this company as nobody there knows what the other one is doing. The techs don't know what the job is when they arrive (if they show up), the customer care people don't talk to customer service, and none of these people can seem to talk to the scheduling dept. God forbid you need a part ordered...No one knows where the part is, what the tracking number is, ETA, or even what company they use to ship stuff. They are a joke for the price you pay.
- Approximate cost of services:
- $0.00
- Company Response
HI Wes,
Can you please send us your phone number and address so we can investigate this issue further. We definitely failed to meet your expectations and we don’t want this to happen again.
Direct Energy