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About Direct Energy

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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.

Rhode Island Energy Ratings Score:


( 3.3 / 5 )
Our rating criteria
All Providers Ranked From High To Low


Direct Energy Customer Engagement

414   Reviews

270   Replies

Response Rate:
65.22 %




This graph ranks Price, Plans, Promotion, Order Experience, Customer Service, Billing, Account Management, Likelihood to recommend and Overall score of Direct Energy


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414 Reviews and 270 Replies for Direct Energy


Weekends on Command Plan

(1.8 / 5)

  Worst decision I have ever made when it comes to choosing an energy provider. We signed up for the nights on command and then when I logged into my account it said we signed up for the weekends of command plan. I had not even heard of the weekends on command plan before and was upset then confused. We tried calling about that but decided to just stay with the plan because it was more convenient. Our bill the first month was $37.00 and our landlord and neighbors said that is pretty normal and at most the bill gets to $60.00 with their energy providers. The bill then jumped to $123.00, then $137.00 the next month. I tried calling to see if this was a mistake because we are not home most of the day during the week, and do not use lights during the day when we are home because we have so many windows. We even unplug almost everything in the house! The only thing we leave on all day is one window A/C unit for our dog. Our house is barely 600 sq ft, with no central heating and cooling, so this price was outrageous. We tried calling to see if there was a mistake but the lady on the phone just kept trying to explain how to use the website... I know how to use the website. She was no help at all and we are switching. We were told it would be a $139.00 cancellation fee which we were fine with, but then decided to tack on 6 different fees to that making it $217.00! Seriously, this energy company has terrible customer service, is over priced, and will screw you over with crazy additional fees never mentioned in the contract.

Noel
August 7th, 2019

HI Noel,

We apologize for the confusion regarding the Weekends on Command rate plan. The free weekend time frame is from 6pm Friday until 1159pm Sunday CST. Non-free weekends are 12am Monday until 559pm Friday CST. You are charged during the non-free weekend time frame and you receive a monthly bill credit for the free weekend time frame. If you would like further clarification on this rate plan or wish to discuss alternative rate plans with a lower cost, please feel free to reach out to us by phone or live chat.

Direct Energy Responds August 12th, 2019
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False advertisement

(1 / 5)

  The free nights are not free. Do not fall for this at all. My bill has never been over $250 and now its over $400. I asked to why and I was told it was because the free nights are double the amount of what a regular price is. The direct energy agent was the one that did the figuring and could not explain why it was different and would not adjust it or let me speak to a supervisor.

Keith
July 27th, 2019

Hi Keith,

We certainly would like to apologize for any confusion regarding your rate plan. With your current rate plan, your daily free usage period is 9pm to 859am CST and you are charged for usage from 9am to 859pm CST. Regarding your monthly invoice, you receive a charge for the total usage as well as receive a credit for the free usage period. Here is a link to assist with reducing your electricity usage: https://www.directenergy.com/learning-center/energy-efficiency Should you wish to discuss alternative rate plans with a lower energy charge, please feel free to reach out to us by phone or live chat.

Direct Energy Responds August 12th, 2019
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Took over foe Bounce

(1 / 5)

  Horrible C S unit. Couldnt answer any questions about the transfer they initiated due to buy out! Chat service is slow and poor. Basic account questions couldnt be answered.

AO
July 23rd, 2019

We sincerely apologize for the experience, and we want to make sure that all your concerns are addressed. If you have further questions, please let us know by sending them to dedigitalcare@directenergy.com with your full name, service address and account number. We look forward to hearing from you!

Direct Energy Responds August 12th, 2019
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Do not use

(1 / 5)

  When my electric provider exited the market last May, I was forced to go to a direct energy company. After 2 days I found another provider due to the rate I was offered. Since then, my identity was stolen by a person who had access to my social and opened up a fraudlent account online. They didn't pay the bill for 3 months and it went on my credit rating. My credit rating dropped 120 points for a $181 charge that wasn't even mine. They let anyone enroll online and don't need to show any proof, but to clear this up on my credit rating I need to provide 5 different documents, including a notarized statement and a police report. That is just irresponsible to not ask for proof at the time of opening an account. So if they get your information, don't be surprised if your identity is stolen and you have to suffer my pain.

Victim of identity theft
July 19th, 2019

Good Afternoon,

We apologize for the inconvenience and negative experience leading to your identity being compromised. Enrollments may be processed on our website, by phone or with a door to door agent. With enrollments, we do require date of birth, name and social security number to run a credit check and determine a potential deposit amount. In the event, that the information is invalid or does not match up, we will request additional documentation to verify the identity of the account holder. In the event that fraud has occurred, we advise visiting the following link for assistance: https://www.directenergy.com/TEXAS/CUSTOMER-SUPPORT/FRAUD

Direct Energy Responds August 5th, 2019
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Trash company

(1 / 5)

  I paid my account in full $217 and some how they still sent a disconnect notice to center point. Thats a trash ass company. Come home to no power. And now there close so i have to wait until they open to get my power back on.

Pissed off
July 16th, 2019

Good Afternoon,

We are very sorry to hear about your negative experience with our company. We do issue a disconnection notice with the amount needed to prevent disconnection prior to the disconnect date. Services may be disconnected at any time on the disconnect date as stated in the notice, once payments have posted to the account, we advise it can take up to 4 hours for service reconnection based on the local utility.

Direct Energy Responds August 5th, 2019
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House call

(1 / 5)

  Had a fellow come to the door, he did introduce himself, I saw where he was from and stopped him from going into his speil, told him I was happy with whom I'm with. Got a little testy, asked me if I didn't support the troops. I told him of course I do. He told me this was his second job since he got out of the service, I thanked him for his service. I still can't figure out what him being a veteran has to do with me not wanting the services (Direct Energy) he was wanting to tell me about. Told me it was ridiculous for me to stay with whom I am with. His name was Joseph. I didn't want to rate this, but it made me.

Betty
July 13th, 2019

We apologize for any inconvenience this may have caused you and your family. We would like to investigate this further for you. Please contact us and provide as many details as possible regarding the agent such as his name, badge number, date of the visit and your address. We will forward it to the appropriate department to investigate the sales practices of the agent.

Direct Energy Responds August 5th, 2019
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Excellent Customer Service and knowledge of service plans

(5 / 5)

  My agent Amanda, was amazing. She has extensive knowledge of the service plans, and helped me compare the plans to find the one that was best for my family. This type of customer service makes me happy to have direct energy as my energy provider. Thankyou Amanda

Tanisha
June 28th, 2019

Thank you for the wonderful review, Tanisha! We will be sure to contact Amanda and her supervisor with your positive feedback! Have a pleasant day.

Direct Energy Responds July 15th, 2019
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Email said

(1.8 / 5)

  Not one email about missed payment despite having electronic billing. Even got an email saying thanks for your payment. Then 10 days later they shut my power off after sending one letter. Didn't read it because I have autopay and I read the emails. Pretty ridiculous to send me thank you for payment emails and then cut off my power. I will never use this company again.

Direct Energy is the worst
June 27th, 2019

Good morning! We see that you gave us a 1-star rating. We send notifications each time a payment is declined or payment information needs to be updated. In the event, that the account becomes past due, we may issue a disconnection notice advising to submit payment by a specified due date. If there is anything that we can do to help improve your experience with us, please feel free to reach out to by phone or live chat.

Direct Energy Responds July 15th, 2019
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Poor Customer Service To A Brand New Customer

(1 / 5)

  After contacting Direct Energy over the phone for my very first time, after being transitioned from my previous company and put on a very high rate month to month plan, I waited on hold for 10 mins to speak to a representative about my service. Once a rep was available, I explained the need to lower my price per kw, because 16.5 seems extremely high to me considering the other company's offers in the area at 6.5. I was then informed that the only option available to me, to get 11.5 before oncor fees, would be to sign a 2 year contract with them, even though I have been on a fluctuating month to month for over 3 years. When asking about that rate at a month to month, the rep stated that they could not offer that to me based on their policy. I asked if customer service was their priority over policy and she said no, that the policy was more important. She did not try to retain me as a customer and only tried to get me to sign a 2 year contract with a company that I have just started with, instead of offering me something that tailored to my needs. That is the most terrible customer service for an electric company especially when the competitive rates are so much better. Instead of trying out this company, I will be moving my services to another one who cares about their customers needs instead of a contract where the business gets paid regardless of valuing the customer's needs. I was also not offered any of the promotional things that they apparently offer to new customers, free echo dot's and such that I noticed on their welcome page.

H
June 24th, 2019

Thank you for taking the time to provide us with a review. We certainly apologize for the frustration that this experience has caused and want to help make things right. Renewal offers may be reviewed in the online portal by selecting Account Management then selecting "Renew Your Service or Switch to a Fixed Plan". There are multiple plans to review in the online portal that consists of different promotions. Please keep in mind, as with many companies, rates are subject to change each renewal period based on the market. Should you need any assistance, please feel free to reach out to us by phone or live chat.

Direct Energy Responds July 15th, 2019
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Customer Service

(4.8 / 5)

  The Customer Service Chat Representative "Amanda" Was Very Helpful and Was Very thorough. Thank you Amanda.

Rhremodel69
May 21st, 2019

Thank you for the wonderful review! We will be sure to contact Amanda and her supervisor and provide the positive feedback!

Direct Energy Responds June 17th, 2019
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Super fast and easy live chat!

(5 / 5)

  I was just concerned about when I'd be receiving my free Amazon Echo Dot, so I went in to live chat. To my surprise it was rather fast and easy to use. Cres got back to me quickly to answer my question. I thought I'd have to call and be on hold to speak to someone since mine was a new account, but I didn't and I was satisfied with the answer and service I was given!! Thanks so much for making it so easy!

K. Whittington
April 25th, 2019

We appreciate the positive feedback! We aim for excellent customer satisfaction and we are happy to hear we were able to satisfy your energy needs. We will be sure to inform Cres and his supervisor of your feedback as well!

Direct Energy Responds June 17th, 2019
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UNSATISFACTORY CUSTOMER SERVIC

(1.4 / 5)

  TRIED TO ESTABLISH HOME RESIDENTIAL SERVICE AND WAS UNSUCCESSUFUL
AFTER OVER AN HOUR ON THE PHONE TO 3 DIFFERENT PHONE NUMBERS AND
MULTIPLE CALL TRANSFERS, WAS NEVER ABLE TO FIND A REPRESENTATIVE WHO COULD HELP ME
LOCATED IN THE UNITED STATES... ALTHOUGH I REPEATEDLY REQUESTED THIS.

THE BUSINESS CUSTOMERS GET A US. REPRESENTATIVE IMMEDIATELY BUT NO ONE AVAIL. FOR RESIDENTIAL SIGN UP. I F A CUSTOMER CAN NOT GET A LOCAL REP WHEN THEY ARE WISHING TO APPLY FOR SERVICE. ONGOING CUSTOMER SERVICE WOULD NOT BE GOOD EITHER.

Massachusetts residential customer (potential)
April 18th, 2019

Hi,

We wanted to take a moment to apologize that your experience was less than exceptional. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction.

Customers may connect with us by phone, live chat on our website or social media platforms should they have any questions or concerns. Please feel free to reach out to us, thank you and have a pleasant day!

Direct Energy Responds June 17th, 2019
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Questions about a particular plan

(5 / 5)

  Kim @ Direct Energy was great. She is professional and answered all of my questions.

Helen
April 5th, 2019

Good Afternoon Helen,

Thank you for the positive feedback regarding our chat agent Kim. We are pleased to hear she was professional and able to address all of your questions and concerns.

-Marie

Direct Energy Responds May 6th, 2019
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Great service!

(5 / 5)

  I have had a great experience with DE. A few hiccups along the way but nothing they could not handle quickly. I am pleased! The chat has actually worked awesome for me!

Lisa
April 4th, 2019

Good Afternoon Lisa,

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 us via phone or Live Chat on our website with your full contact information should you ever need our assistance. Thanks and have a wonderful day!

-Marie

Direct Energy Responds May 6th, 2019
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Switched service provider

(5 / 5)

  Great rate

Linda
April 2nd, 2019

Hi Linda,

We are very pleased we were able to provide an exceptional rate for you and your family. Please feel free to reach out to us via phone or Live Chat on our website with your full contact information should you ever need our assistance. Thanks and have an amazing day!

-Marie

Direct Energy Responds May 6th, 2019
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Moving on from Direct Energy

(2.2 / 5)

  I've been a Direct energy customer for several years. Upon renewal for the contract, I received a letter for my gas & one for electric usage. There is no place in the letter & or contract that says "To call Us to renew". I want cancelling so I thought, I should be ok where I am, and I will be in my plan. Well no, I was wrong. I'm on second bill that is sky high because of the new rates... Why isn't my supplier going to Bat for me? They are just squeezing me for more money. I did get $100 in a prepaid VISA to compensate for last months charges, but nothing for the same high rate again this month. Bastards. Can't adjust their billing statements? What a crock of crap. Buyer beware....

Disappointed_NY
April 1st, 2019

Good Afternoon,

Renewals may be processed via phone, live chat or in the online portal. The renewal notices are issued as a notification of the current contract expiration date. We do apologize if the renewal notice was not thorough enough to explain how to renew the account. I am glad you received the $100 Visa gift card. Once enrollments and/or renewals are submitted, it can take 1-2 bill cycles to take effect on the billing. Should you have any additional questions or concerns, please feel free to reach out to us via phone, live chat or email. Thank you and have a pleasant day!

-Marie

Direct Energy Responds May 6th, 2019
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Easy and reasonably priced

(5 / 5)

  Very happy with my experience,

MH
March 25th, 2019

Good Afternoon,

Thank you for taking the time to give us a great rating based on your experience with our company. We certainly value you as a customer and strive to provide exceptional customer service always. Feel free to contact us via phone or live chat should you ever need our assistance. Thank you and have a delightful day!

-Marie

Direct Energy Responds May 6th, 2019
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reputable

(5 / 5)

  Never a problem. Real deal. No scams!

janet koch
March 24th, 2019

Hi Janet,

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 on our website or by phone with your full contact information should you ever need our assistance. Thank you again and have an amazing day!

-Marie

Direct Energy Responds May 6th, 2019
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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.

-Marie

Direct Energy Responds May 6th, 2019
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Great communication thru the" Chat"

(5 / 5)

  I tried to sign into my.new account, couldn't find my account #. Plus,I was concerned that my rate would be very expensive since I use less than 500kg
On average. Chat with Kim Relieved my worry. Thought I would be charged for .500 even if I only used 350 0r 400
She assured me that I wouldn't!.
Good news, Informed personnel are the heart blood of Customer Service.
Kim exemplified great customer service!

Great Customer Service Thru " Chat"
February 26th, 2019

Good Afternoon,

Thank you for the positive feedback regarding our chat agent Kim. We are pleased to hear she was professional and able to address all of your questions and concerns with ease. Please feel free to reach out should you have any additional questions or concerns.

-Marie

Direct Energy Responds May 6th, 2019
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