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Direct Energy
Direct Energy
Overall Satisfaction Rating
4.40/5
  • 5 stars
    424
  • 4 stars
    132
  • 3 stars
    55
  • 2 stars
    7
  • 1 stars
    23
Based on 641 ratings submitted in the last yearSHOW RATING DISTRIBUTION

Direct Energy

ConsumerAffairs Accredited Brand

Direct Energy is one of the largest retail energy providers in North America for homes and businesses. We work hard to earn the trust of our customers through education, wide-range of energy plans and service options.

Direct Energy’s flexible protection plans and staff will make sure the process is easy and the progression works for your family and lifestyle. Our goal is to help customers save money, save energy and improve the functionality of their home or business. Call us today or visit our website to learn more!

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Last updated: April 21, 2018

933 Direct Energy Consumer Reviews and Complaints

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Verified Reviewer Verified Buyer
Original review: April 21, 2018

Direct Energy’s supplier rate was cheaper but our bill has been ridiculous this winter because it's so cold.

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Verified Reviewer Verified Buyer
Original review: April 20, 2018

I've been with Direct Energy for quite a while and it's been going well. Everything that we’ve ever asked for, we’ve always gotten. I’d tell friends that I’ve gotten along fine with it.

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Verified Reviewer Verified Buyer
Original review: April 19, 2018

The price at Direct Energy is lower than the prices of other providers we used and it's why we went with them. Direct Energy is doing good and I now have lower monthly bills.

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Verified Reviewer Verified Buyer
Original review: April 18, 2018

I received something in the mail about Direct Energy. I was with UI and I went with Direct Energy for cost saving. I live alone in a very large house and my bill is now slightly less, I've not had any outages and I've not had any issues which is a positive thing. There is no degradation in service with Direct Energy and people should go with them. If they can save a few dollars, they should save a few dollars.

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Verified Reviewer Verified Buyer
Original review: April 17, 2018

Direct Energy has a good rate over other providers and I've been using it a little over a year now. I lived out in the country before and used another provider in the past so I can tell in comparison and Direct Energy's service is good. With them, my bill is a lot cheaper and they save me money. And I like how they have the free weekends or free nights and all that stuff. Plus their customer service team have been good anytime I called to talk to anybody.

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Verified Reviewer Verified Buyer
Original review: April 8, 2018

I’ve had Direct Energy for quite a number of years now and I’m very pleased. I've had excellent experience with them and their rates are very reasonable. I also appreciate very much that I was always notified of any changes that were being made. I’ve always received letters as well in reference to what was going on, and I was always told that if I had any problems just notify them and let them know what was happening. Anyone interested should try it and see what happens.

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Verified Reviewer Verified Buyer
Original review: April 7, 2018

Direct Energy has the lowest price and it made me pick them over another electric or natural gas provider. They said it was cheaper but our bill is outrageous but then we have a big house. I have the bill information and it's an automatic service. It comes in and it's okay.

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Verified Reviewer Verified Buyer
Original review: April 6, 2018

I have been using Direct Energy for over two years now and I chose to use them for a couple of things. First, it was the no-contract. They also promise a gift card because I needed the money so that helped and their prices were also good. It was cheaper compared to the other ones that we were trying to get in to switch. When they promised me a gift card a couple of years ago, I never received it and I've been calling and waiting. Finally, someone helped me out this year and was able to direct me where I need to contact in order to get my card and I finally got it. I would say to a family member that I still get the same regular bill for a cheaper amount. And they should always check the rates and make sure they're getting them back free.

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Factual basis uncertain
Verified Reviewer Verified Buyer
Original review: April 5, 2018

First they put my home on commercial zone. Then they increase my fixed 46c/therm rate to 84c after 1 year. This is their so called variable rate. For 6 winter months, they put me on that rate and charged me a fortune. Overall they killed me with their bills. Worst business as far as I know. Whatever they said while you were taking the plan is totally wrong and fraud. I checked up variable rates of other companies, they are 2-3 cents up or down not 40c up for 6 months. Their hardcore customer service is horrible. So Be careful guys. Do not be cheated by these guys. I am going write a letter to the commission.

Direct Energy response

Narsima, thank you for your feedback. We regret to hear you have had a poor experience and are happy to review the account with you to provide clarification on the billing amounts. Please feel free to reach out to us via email at dedigitalcare@directenergy.com for assistance. -Paige

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Verified Reviewer Verified Buyer
Original review: April 5, 2018

Direct Energy's salesman came to the house three years ago and explained to me how the system works with them. I also received calls after them from others and I just tried to compare what each one had to say. They were all really pushing hard. Once or twice a year I talk to Direct Energy's team to get the new prices since they come up with a new price structure for the next few months. It was fine dealing with them and they explained everything that I asked about.

Direct Energy response

Hi, Enzo! Thank you for taking the time out of your day to provide us with a great review! We pride ourselves in providing a great product at a comparable price and are pleased to hear you are enjoying the benefits of having service with us. I hope you have a wonderful day! -Elle

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Verified Reviewer Verified Buyer
Original review: April 4, 2018

Direct Energy's service has always been good. The rate they gave was a little cheaper and I've had no problems with them so far.

Direct Energy response

Beverley, we truly appreciate you taking the time out of your day to provide us with your feedback! We are proud to offer a great product at a reasonable price for our customers and are happy to hear that you have enjoyed that benefit in your home. Enjoy your day! -Paige

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Verified Reviewer Verified Buyer
Original review: April 3, 2018

We have Direct Energy at work and for my residential usage. I get a bill every month and it works the same. They’re cheaper versus JCP&L, though there have been a couple of months where the bill was higher, which I don't like. But most months are lower.

Direct Energy response

John, thank you for leaving a review for us! We pride ourselves in providing a great product at a good price and are pleased to hear you have seen those benefits at work and home! I hope you have a wonderful day. -Paige

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Verified Reviewer Verified Buyer
Original review: April 2, 2018

Someone from Direct Energy came to the door last summer and at that time, they told me what my rates would be. They were very polite and they told me what to expect, what they would offer and whatnot. I enrolled with them and they've been fair as far as the price that they gave me. I've been satisfied working with Direct Energy and I haven't had any regrets.

Direct Energy response

Hi, Robert! We appreciate you providing your feedback! We work diligently to show price transparency and answer any questions ahead of time so that you know exactly what you are provided with our service. I am happy to hear you are enjoying service with us. Have a great day! -Paige

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Verified Reviewer Verified Buyer
Original review: April 1, 2018

When Direct Energy bought Gateway which we used to have, I went through the new company and there was nothing different with the service.

Direct Energy response

Thank you for the great review, Yasmine! We are happy to hear you had a seamless transition to our Direct Energy brand. I hope you have a great day! -Paige

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Resolution In Progress
Verified Reviewer Verified Buyer
Original review: March 31, 2018

The rep from Direct Energy told me that I would be saving more energy with them. However, I haven't noticed any savings. They need to get better because there's too much money and I'm living off of my Social Security. It's the worst.

Direct Energy response

Thank you for your feedback, Iris! I certainly understand wanting to save money each month. Our rates do update each month according to the market value in your area so you can always check with us to see if there is a lower rate that may help lower the bill. Don't forget we have a dedicated Social Media team via Facebook and Twitter to help with any questions in the future. Enjoy your day! -Paige

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Resolution In Progress
Verified Reviewer
Original review: March 30, 2018

There is no way to give a zero or negative rating to them or else I would have. Signed up for 6 (Six) accounts with Direct Energy. First of all they give you the false illusion of reducing your electric bill. After one reduced bill you are back to normal and in most of the cases the bill went up across the board. Second of all if you bring that to their attention they will pretend to care but no action is taken. It took 4 faxes and a letter to the Better Business Bureau and the board of public utilities to get them to respond. Upon calling them back again there was a lack of response and no action taken. How is this firm allowed to even operate. Another prime example of corruption in the state and energy marketplace.

Direct Energy response
Hi, Akshar. Thank you for taking the time to provide us with feedback regarding your experience with us. We work hard to continually improve our processes and provide exceptional customer care. I am truly sorry to hear that we fell short in your experience with you.

I can certainly understand how having unexpected bill increases can be frustrating. The benefit of having a Supplier is that we have the option to provide you with a fixed rate for the supply portion of your service, whereas your utility's rate fluctuates on a monthly basis which may result in a greater variance in billing amounts. I apologize if there was confusion regarding billing and would be happy to help with any unresolved questions on the previous accounts. For assistance please feel free to email us at dedigitalcare@directenergy.com. I hope you have a good day. -Paige

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Verified Reviewer Verified Buyer
Original review: March 30, 2018

One of the Direct Energy reps came to my door and talked good business, then I went with them. My bill is a bit cheaper now and I'm happy.

Direct Energy response

We are thrilled to have you with us, Bernard. We work hard to provide a great product for our customers. It's great to hear you are seeing the cost benefit in your home. Have a wonderful day! -Elle

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Verified Reviewer Verified Buyer
Original review: March 28, 2018

I’ve had Direct Energy for years when I lived in Monroe. They always seem to be willing to negotiate and give me a lower price on whoever gives me the price that’s supposed to be lower. And, their customer service team was very nice and very accommodating. So, I stayed with them. I just told two people at a dinner party the other night who have electric bills that are enormous that they should be switching over to Direct Energy.

Direct Energy response
Hi, Maria! Thank you for your excellent review. We are pleased to hear you had a great experience with us and appreciate you referring your friends to us as a provider.

Don't forget that we have a dedicated Social Media team via Facebook and Twitter should you or your friends have questions about service in the future. Enjoy your day! -Paige

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Resolution In Progress
Verified Reviewer Verified Buyer
Original review: March 25, 2018

PSE&G wasn't selling their energy anymore and it's mandatory for us here in New Jersey to use a provider, so I had to start using a different carrier. I got a call from Direct Energy and ever since I used them, the bill has been a lot higher. I'm not sure if I need to use a provider because I don't use a provider over my other place and the electricity there is very low. I'm not satisfied with Direct Energy at all.

Direct Energy response

Hi, Wilson. Thank you for taking the time to provide your feedback. I can definitely understand how frustrating higher bills can be and would like to review the account further with you to see how we can help. We will be reaching out to you via private message for additional assistance. -Elle

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Resolution In Progress
Verified Reviewer Verified Buyer
Original review: March 23, 2018

I've been with Direct Energy since December 2016 and my bill went up instead of going down like they told me it would have. It went from $35 to $78 and my last bill was $186. Right now, I'm just paying my bill and waiting for the renewal. I already declined to renew the gas portion of it, and I'm waiting for the other one to be up and not renew it as well.

Direct Energy response

Talika, thank you for being a valued customer of ours. We understand that saving money is important. We would like the opportunity to review the rates with you and see if we have lower options available for you. Please send us a message with your account number and full address. All the best, - Cole

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Verified Reviewer Verified Buyer
Original review: March 22, 2018

I got Direct Energy on a web search and they are the cheapest provider. I enrolled online and it was automatic. Back then, we just use the utility provider and now, having Direct Energy has lowered our bills, which was what we were going for. Direct Energy would be worth checking out if it would lower your bills.

Direct Energy response

Chris, we appreciate your feedback! We enjoy being able to provide a seamless online enrollment experience and valuable product for our customers. I hope you have a wonderful day! -Paige

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Verified Reviewer Verified Buyer
Original review: March 21, 2018

Direct Energy called me up on the phone and they continued to do so. The guy I spoke to was friendly and he said I was going to reduce what I was paying. Also, if you are with some companies and you decide to not be with them anymore, they want to charge a fee. But the guy said if I want to leave them, I don't have anything to pay. He was explicit and it was really good talking to him. He really convinced me and I said okay. But the company that I had before was giving me a $25-bonus every six or three months. I let go of that to go to Direct Energy and I stayed with them. It's nothing cheaper but to change and change doesn't make sense to me. But I haven't paid my bill because I don't have the money and I'm trying to see if I can go to some kind of financial place where they can have me to pay my bill.

Direct Energy response

Eslie, we are sorry to hear you are having financial difficulties right now. We can understand how saving the most on your bill each month is very important. We would be happy to take a look at the account with you and see if you have the best rate plan available to you in order for you to save the most each month. Please send us a message with your account details so we can further assist. Thank you, - Jane

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Verified Reviewer Verified Buyer
Original review: March 20, 2018

Somebody from Direct Energy came to my door. I was with a different service provider before and the only difference so far is the bill, though it should be lower.

Direct Energy response

Radhid, we would be happy to take a look at the bill with you and see if you currently have the best rate plan option. Please message us your account details. All the best, - Jane

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Verified Reviewer Verified Buyer
Original review: March 20, 2018

I'm content with the service of Direct Energy. Everything is pretty good. I got a two-year contract coming up and so far, I'm doing better with Direct Energy compared to my previous provider. I would tell my friends to get Direct Energy.

Direct Energy response

Hi Richard. Thanks for being a valued customer. We love to hear feedback from our customers on how we are doing and what we can do to provide the best experience for our customers. All the best, - Jane

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Verified Reviewer Verified Buyer
Original review: March 19, 2018

The gentleman that I spoke to from Direct Energy was very nice. I was on a different plan, and he was trying to save me some money on the rates and he explained everything to me. The difference is only a penny or two, but he put me where he said it would be better for me. Everything was fine.

Direct Energy response

Hi Ruth! Thanks for deciding to give us a try. We have several plans to choose from that vary in price and contract length. If you ever wish to review other plan options please feel free to contact us and we can go over the plans and find one that would be best for you. You can contact us not only by phone but also by going to www.directenergy.com and chatting with a live agent or sending us an email. Have a great day! - Cole

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Verified Reviewer Verified Buyer
Original review: March 18, 2018

I just moved to New York and I had PSEG. They told me that I have to go to Direct Energy. It's good service and they have reduced my bill. I would recommend them.

Direct Energy response

Hi Leidi, thank you for sharing your feedback. We like that you are able to reduce your monthly bill by choosing us as your supplier. Please feel free to reach out if you have any questions. All the best, - Jane

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Verified Reviewer Verified Buyer
Original review: March 17, 2018

I signed up with Direct Energy in 2017 and had a pretty good transaction with their reps. They came to my door and explained things to me. So far, I have seen some difference in my energy bills. But I got a bill the other day and it was a little elevated. I was going to call them and see why, but I haven’t got the chance yet to get around to it.

Direct Energy response

Hi Sandra. We are pleased to hear that you have had a good experience so far with us. We would be happy to review the bill with you and answer questions you have. We have seen an increase in consumption recently due to colder temperatures. Please feel free to message us your account number and address and we can help. Have a nice day! - Cole

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Verified Reviewer Verified Buyer
Original review: March 16, 2018

Direct Energy came to my house and we went with them just to try the plan. We've had them quite a number of years and we've been able to save a little ever since. We've spoken with them one or two times when the contract had to be changed, but we've had no problems. We're pleased with them.

Direct Energy response

Thank you for being a loyal Direct Energy customer, Esther. We are happy you decided to give us a try and have been pleased with that decision. Don't hesitate to reach out with any questions. All the best, - Jane

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Verified Reviewer Verified Buyer
Original review: March 16, 2018

When I was using Direct Energy, there was little savings. I'm not with them anymore and I don’t think I’ll go back with them because I think they already won. If you cancel, you got to pay money.

Direct Energy response

Hi Jennifer. Our goal is to provide outstanding service to our customers. We are sorry to hear your experience was less than exceptional. We only charge a fee to cancel if you are under contract and you break the contract early however, depending on why you need to cancel we do make exceptions in some cases. If you would like to send your account number and address to us, we can review this fee further with you. Thank you, - Jane.

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Verified Reviewer Verified Buyer
Original review: March 15, 2018

Direct Energy's sales rep was very good. He was very polite, very informative and he knew what he was talking about. I’d tell my friends to try Direct Energy too. There is a discount and it’s better than going with their regular deliverer.

Direct Energy response

Hi Annette. We are pleased to hear of the wonderful experience you had with our sales agent and that the rates we offer are able to save you money. Please feel free to reach out if you have any questions. - Jane

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Direct Energy expert review by ConsumerAffairs

Direct Energy is one of the state’s largest electricity providers. Founded in Toronto in 1986, Direct is an international company that also provides consumers - both residential and commercial - with other utilities, including natural gas.

  • Legacy: Direct Energy is one of the oldest providers of electricity in Texas, since the company has been around since 1986.

  • Selection: Direct Energy offers a good selection of electricity plans, which allows customers to pick a plan that fits their budget and electricity needs.

  • Location: Direct Energy is a large company, and they have offices and outposts in more than 30 cities across the state.

  • Customer service: Because the company is large and international, many customers must deal with many bureaucratic steps in order to get customer service.

  • Consumers: Consumers who are not on a fixed-rate plan or who are renewing their contract may see increases in price from month to month or year to year.

  • Best for: Residential customers, midsize and big businesses

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The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

Direct Energy Company Information

Social media:
Company Name:
Direct Energy
Year Founded:
1986
State/Province:
TX
Country:
United States
Website:
www.directenergy.com

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