Direct Energy
Direct Energy
Overall Satisfaction Rating
4.47/5
  • 5 stars
    328
  • 4 stars
    88
  • 3 stars
    38
  • 2 stars
    8
  • 1 star
    20
Based on 482 ratings submitted in the last year
Show 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: Nov. 15, 2017

599 Direct Energy Consumer Reviews and Complaints

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Verified Reviewer Verified Buyer
Original review: Nov. 15, 2017

I'm happy with the service that I have from Direct Energy and I haven't had any problem with them. All in all, my experience with them has been fine.

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Resolution In Progress
Verified Reviewer Verified Buyer
Original review: Nov. 13, 2017

The person from Direct Energy who I called initially was very nice. They said that there would be a reduction in my bill after my next cycle which I saw reflected in my bill but I had also stopped using my air condition due to the cooler temperatures. Everything is the same so far and I'm still waiting to see the results.

Direct Energy response

Thank you for the feedback, James. If you would like us to review the account with you to see if we have any other options to help lower the bill, feel free to message us and we would be glad to look at this with you. Thank you. - Jane

Verified Reviewer Verified Buyer
Original review: Nov. 12, 2017

I've been with Direct Energy for four years and everything is more expensive now. I hope they would bring their rates down. The people at Direct were fine, and the service is not perfect but it is good.

Direct Energy response

Thank you for the kind words. We want to thank you for your continued business with our company. We really do appreciate it. I also wanted to mention that our rates do sometimes change from month to month, so if you wish to, feel free to contact us to verify if we have any lower rates and if we do, we would gladly change the rate plan for you. All the best, - Jane

Verified Reviewer Verified Buyer
Original review: Nov. 12, 2017

Direct Energy was willing to have me as a new customer and their rate was where I wanted it to be. Everybody that calls tries to trick me into switching to another company but when I tell them about what Direct Energy charges me, they end the call. I'm happy with Direct Energy's price and I'm satisfied with their service. I had a very good experience and would recommend them to a friend.

Direct Energy response

Great to hear, Kenneth. We are happy that you have decided to give us a try. Feel free to message us with any questions you may have. All the best, - Cole

Resolution In Progress
Verified Reviewer Verified Buyer
Original review: Nov. 11, 2017

I've used Orange & Rockland before but Direct Energy had a better price. The service is pretty much the same but every once in a while, my bill goes down a tiny bit but then it goes back up again fast. However, they've always been very cordial and helpful on the phone and informative in addressing my questions. I've been very pleased with our conversations.

Direct Energy response

Kathleen, we appreciate the review. We work hard to try and provide rates that our customers can afford and would be glad to review the account to see if we can get you on a lower rate. Please send us a message with your account number, full address and phone. We look forward to assisting you. - Cole

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Verified Reviewer Verified Buyer
Original review: Nov. 10, 2017

According to my sister, Direct Energy is cheaper than Ameren so I decided to use them. I called Direct Energy when I first got changed over and everything was fine where mostly everybody was friendly. Truly, it seems that the bill is a little cheaper with Direct. I like that because I'm on a fixed income so it makes life easier.

Direct Energy response

Thank you for sharing your experience so far. We like that you are able to see a savings being our customer, and that it keeps things simple for you. Such wonderful news. Please let us know if we can help in anyway. Have a good day! - Cole

Verified Reviewer Verified Buyer
Original review: Nov. 10, 2017

Somebody from Direct Energy came to my house to talk about its benefits and I signed up with them. My bills are coming okay although I haven't been to the office to pay them. I'm very satisfied and I'd recommend them.

Direct Energy response

Thank you for the feedback you provided, Lydia. Much appreciated! We hope you have a great day! - Cole

Verified Reviewer Verified Buyer
Original review: Nov. 9, 2017

Direct Energy has been very knowledgeable, professional and helpful. I contacted them when I was trying to renew, and they've always been great. It's been a couple of years that I've been with them and they have saved me a lot of money on the gas bill.

Direct Energy response

Thanks for the feedback, Bonnie. It's important to us that we offer outstanding customer service and rates our customers can afford. We really appreciate you taking time to share your personal experience with us. Have a wonderful day! - Jane

Verified Reviewer Verified Buyer
Original review: Nov. 9, 2017

Direct Energy sent me a paper in the mail then I had a call from their rep to discuss rates, which was positive because they had a starting rate. At first, I told them that I didn't want anything to do with it. But they worked with me the most and since they've realized that I did my research and checked into it, they lowered my rate until I was comfortable with it. I got the lowest possible rate than anybody else. Now, the only difference though since they have taken over is that my bill is $15 to $20 more but that is part of the negotiation. That has been a good experience in case the market fluctuates.

Direct Energy response

Thanks, Christopher. We are happy to hear that you have enjoyed the overall experience with us. Should you wish to check rates again to see if we have something lower, please feel free to contact us either via chat during regular business hours, email (dedigitalcare@directenergy.com) or by calling directly. We appreciate your business. - Cole

Verified Reviewer Verified Buyer
Original review: Nov. 8, 2017

At the time we got Direct Energy, they offered a little cheaper price and I'm at social security so every penny counts. I got no problem with them and I wish they keep lowering their price.

Direct Energy response

Thanks for the feedback, Bill. We will be sure to forward this feedback as a suggestion. We agree that ever penny counts! Thank you for your business. - Cole

Verified Reviewer Verified Buyer
Original review: Nov. 7, 2017

My bills were a little high and I have a $50 a month budget plan with Consumers Energy. Direct energy charges me for my fuel and their rate is lower so I took them. They treat me okay and they usually let me know when the rates change. They send me a letter and then I know when I can take it and when I can’t. If their rates are higher than Consumers Energy, I don’t take it. But if they’re lower, then I do. I’m on social security and I have to save every dollar I can.

Direct Energy response

We completely understanding needs to save every dollar you can, Lona. We are happy to provide you with affordable rates. Thank you for the feedback. All the best, - Jane

Verified Reviewer Verified Buyer
Original review: Nov. 6, 2017

I've had Direct Energy for several years now. Everything keeps rolling along, I haven’t had any problems, and I've been satisfied.

Direct Energy response

Thank you Barbara. That's what we like to hear! Have a fantastic day! - Cole

Verified Reviewer Verified Buyer
Original review: Nov. 6, 2017

I’ve been with Direct Energy for about four years now and the deals on it were pretty good. They're a little cheaper than my old provider, and it saves a little money.

Direct Energy response

Wow! Thank you for your loyalty, Warren. We are glad to be able to offer you affordable service. Have a great day! - Cole

Verified Reviewer Verified Buyer
Original review: Nov. 5, 2017

I’ve had Direct Energy for a couple of years now and it’s been entirely satisfactory. I had to call them three months ago when I noticed that my Direct Energy charge was twice as much as I had it before. I called and spoke with one of their representatives and he said that I had gone to a different rate and it was by default. He explained that part of the monthly cycle that I was on had already passed by so I would still pay the high rate for part of the month and then the newer rate would kick in. I did not respond to their query at the end of my first year’s contract and had assumed that it would continue with the same thing but apparently, I had to make a choice so they put in a very expensive category. The gentleman was understanding and he immediately changed it and put it back to where it was.

Direct Energy response

Fred, thank you for the feedback. We are glad that our customer service agent was able to assist you with getting you on a rate that was lower, and explain to you the difference between variable and fixed rates and how that works. If you are still needing more clarification please message us with your account number and address and we would be happy to assist in more detail. Have a great day! - Cole

Verified Reviewer Verified Buyer
Original review: Nov. 4, 2017

My patient has been very happy with Direct Energy that she doesn't want to change. She’s been with this company for a long time, and then someone changed it to another company without her permission. She went back to Direct energy. Her monthly payments were low with them. I’ve talked to their reps all the time when she asks questions about Direct Energy and they’ve been courteous, professional, and very helpful.

Direct Energy response

Thanks, Natalie. We are happy to be able to be able to offer reasonable rates to allow customers to save money. We are glad you are able to see this savings. Thank you for your loyalty. Have a great day! All the best, - Jane

Verified Reviewer Verified Buyer
Original review: Nov. 4, 2017

We have been on Direct Energy's program for years now and they're doing great. We wanted to get a cheaper price and a set rate. With the cheaper bills, we have more money and we are able to put more away for our retirement fund. Every time we've called to renew our service, it's always been very easy to do. They've always been very pleasant and informative. We really like the services we get. They are a great company to work with and we've never had problems with them. We recommend them.

Direct Energy response

Thanks, Patricia! We really love to hear feedback from our customers. Don't forget to reach out if you need our assistance or have any questions. Thank you for your continued business. All the best, - Jane

Verified Reviewer Verified Buyer
Original review: Nov. 3, 2017

Direct Energy is my carrier provider. I get a bill from Ohio Edison and then I get a charge from Direct Energy as well. I am on a budget and I don’t understand why my bill is so high. I thought it was going to go down since I haven’t been using the air conditioning. I have to give them a call about that. Other than that, the interactions with the people at Direct Energy were fine. They were very polite and any conversations that I’ve had have been very well explained and any questions I have, they’ve answered completely. Everything has been fine.

Direct Energy response

Marilyn, we would be happy to look over the account with you and see if we have any options to lower the bill. Please message us with your account number, phone number, and address for further assistance. Thank you, - Cole

Verified Reviewer Verified Buyer
Original review: Nov. 2, 2017

I called Direct Energy up and they were nice and they've been taking care of me ever since. UI was my provider before and Direct Energy's prices are better than UI so I have a little extra money. Sometimes I want them to go a little lower for me and they seem to say they can’t do it but other than that, they’re fine so far.

Direct Energy response

We really appreciate you taking the time to leave your feedback. Please don't hesitate to reach out if you have any unaddressed questions/concerns we can further assist you with. All the best, - Jane

Verified Reviewer Verified Buyer
Original review: Nov. 2, 2017

I like that when I pay my Direct Energy bill, I get points on my Plenti card. Plenti said that if I get Direct Energy, I will get 5,000 points which was $50 for getting Direct Energy. I'm glad I did it because my bill is lower plus, I get extra money on my Plenti card every month. From what I can see, my gas and electric bill is not that all high with them. When I called to re-up on my Direct Energy, one of my services went up and I had a problem with that part. Other than that, every time I call, everybody is nice and pleasant.

Direct Energy response

Thank you for the review, Carlethea. We are happy to hear you are pleased with our service. Customer satisfaction is very important to us! Please be sure to send us a message if you have any questions or concerns we can further assist you with. All the best, - Jane

Resolution In Progress
Verified Reviewer Verified Buyer
Original review: Nov. 1, 2017

I'm not too happy with Direct Energy. Their rates are way up there. In the past, I was happy with them. As a customer, I know the rates increase over time, but they don't consider your timeframe with them. There are certain things that I'm thinking about and I'm not really sure if I'm going to stay with Direct Energy. However, talking with their people on the phone was fine.

Direct Energy response

Theresa, we would be happy to take a look at your account and see what options we have. We do want to show appreciation to our loyal customers and if you have been with us for a while, we want to thank you for that. Please send us a message with your account number, and address so we can assist you further. Thank you, - Jane

Verified Reviewer Verified Buyer
Original review: Oct. 31, 2017

I wanted to lower my bill so I used Direct Energy. I’ve been with them for a couple of years and the rep who I dealt with when I renewed was very helpful. My bill is broken up such that both Direct Energy and National Grid charge me, but the amount I pay overall is lesser as opposed to just getting National Grid.

Direct Energy response

Great feedback, Donna. We are always happy to hear we are saving our customers money. Thank you for being a Direct Energy customer! - Cole

Verified Reviewer Verified Buyer
Original review: Oct. 31, 2017

I’m very happy with my experience with Direct Energy. I’ve been with them for quite a long time now and they’ve given me good deals. Everybody’s been helpful and everything went well too. For the most part, I have no gripes except for one. A person from this company told me that the plan a month was supposed to be 9.7 cents and free weekend. But when I looked at the bill, it said 10.7 cents for the first 500 kilowatt hours and then it went down to 9.7 cents after that. If that’s the case, then that’s not very truthful and I don’t like being lied to. Also, the price is a big deal for me these days because I’ve been living on fixed income and I needed the best deal possible. I didn't think I missed something because I listened carefully since it’s a deal that would affect my situation monetarily and I’m careful with my dealings. If it was a miscommunication, the rep should be more careful and should lay out the plan more directly. He didn’t have all the facts.

Also, whenever I pay my bills, it’s a bit of pain because I’d rather talk to people than to a computer. But that’s just me because I’m kind of old school and old-fashioned. Nevertheless, I plan on sticking with Direct Energy. They are doing a good job, their prices are fair, and it’s a fairly easy process with them. I’ve been with TXU Energy for a brief time, but their prices and deals were terrible. I would take Direct Energy over TXU any day. Overal, I’m very happy with the experience.

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Direct Energy response

Noah, thank you for the feedback you have provided. It's very much appreciated. We do understand the concern with the rate showing differently from one bill to the next. So, the average rate will change based on usage as it includes the utility charges along with our fixed energy charge and base fee. The fixed rate is going to be our energy charge that shows on the bill. We would be glad to review the bills in more detail and go over this further with you if you would like. Please message us your account number so we may address this concern further. Thank you, - Cole

Verified Reviewer Verified Buyer
Original review: Oct. 30, 2017

We used to have North American Power but Direct Energy came up with better rates and they were competitive. That’s how we originally found out about them. Then we renewed with Direct Energy despite the fact that Northern Energy offered a $100 Visa card. Their rates are higher though and they committed us to a year or two years' agreement. But Direct Energy compromised and gave us a $25 Visa card. We also got the Plenti points which for my wife is a big check mark in their favor. We could cancel at any time, too. We know there are others out there but so far, we’re happy with Direct Energy. We’d recommend them to other people.

Direct Energy response

Thank you for the review John. We appreciate you being a loyal customer and for taking time to leave your personal experience. Make sure you provide your customer number when you refer someone to earn the gift card for that referral. We do appreciate that. Have a good day! - Cole

Verified Reviewer Verified Buyer
Original review: Oct. 30, 2017

I've had a fine experience with Direct Energy. I'm happy with the price and I'm satisfied with them.

Direct Energy response

Great to hear, James. Thank you for this feedback. We really appreciate you being a Direct Energy customer. Have a wonderful day. - Cole

Verified Reviewer Verified Buyer
Original review: Oct. 29, 2017

Direct Energy was the first one available and I thought that I needed that so I took it. They told me that they're going to send a gift card but I never received it. I called back and they sent me another one.

Direct Energy response

Felix, we are glad to hear that you have had no problems with the service and that our customer care team was able to assist you with the gift card mishap. We appreciate your business very much. All the best, - Jane

Verified Reviewer Verified Buyer
Original review: Oct. 29, 2017

I had signed up with Direct Energy a couple of years ago and at the time, they had a deal where it was like a fundraiser of some type, with Maple Heights, my school district where I teach. Direct Energy is a great company and I like them. They have a good price, which is cheaper compared to my old service provider. They're professional and I get regular correspondence from them in the mail as well. I'm satisfied with the service.

Direct Energy response

Wow, thank you so much for the kind words, Nina. We appreciate you taking time to leave a review. We love to hear that we can make our customers happy, and they see a savings while being with us. Fantastic feedback! Have a good day! - Cole

Verified Reviewer Verified Buyer
Original review: Oct. 28, 2017

My experience with Direct Energy has been very satisfactory. I went with them based on the cost. Compared to my old provider, my monthly bill is a little bit lower. I would recommend them to a friend.

Direct Energy response

Thank you for providing your feedback. Customer satisfaction is very important to us, so we are excited to hear of this sort of experience. Thank you for recommending friends to us as well. Have a fantastic day! - Cole

Verified Reviewer Verified Buyer
Original review: Oct. 27, 2017

We decided to use Direct Energy because their kilowatt is lower than National Grid. With National Grid it’s 15 kilowatts. Direct Energy just gave a better deal. So far everything is much better after switching to them. The bills went down. In general my service experience with Direct Energy is good and I'm happy with it.

Direct Energy response

Enrique, thank you for this feedback. We are glad you decided to give us a try and you are happy with our service and the bill. Have a wonderful day! - Jane

Verified Reviewer Verified Buyer
Original review: Oct. 27, 2017

I was with National Grid and switched to Direct Energy. I have a better experience with Direct Energy and their cost is a little lower, too.

Direct Energy response

Thank you for the review, Ann. We are happy to have you as our customer. - Cole

Verified Reviewer Verified Buyer
Original review: Oct. 26, 2017

I shopped around for energy prices and went with Direct Energy. I used PP&L before and it's the same service but Direct Energy has a cheaper rate. There's about $12 difference a month in my bill. It's a great experience overall.

Direct Energy response

Great to hear, Carl. We are happy you decided to give us a try and have noticed a savings by doing so! Have a great day! - Cole

Direct Energy Company Information

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