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Direct Energy
Direct Energy
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Overall Satisfaction Rating
4.34/5
  • 5 stars
    420
  • 4 stars
    140
  • 3 stars
    65
  • 2 stars
    9
  • 1 stars
    25
Based on 659 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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1054 Direct Energy Consumer Reviews and Complaints

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Verified Reviewer Verified Buyer
Original review: June 13, 2018

I needed to have electricity so I picked the provider that was available in our area. I chose to work with Direct Energy for its price. People should choose an electricity or natural gas provider that is best for them.

Direct Energy response

Hi, Jane! Thanks so much for the review! We are happy to have you with us. I hope you have a wonderful day! -Paige

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Verified Reviewer Verified Buyer
Original review: June 12, 2018

Someone from Direct Energy that would do a walk up to your house and give you all their rates came, and I decided to use them. I'm on a budget and it's meeting my needs. Their team has been amazing.

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Resolution In Progress
Verified Reviewer Verified Buyer
Original review: June 12, 2018

I just left Direct Energy. Although everything was as it should be when I was with them, there was a rate increase and that bothered me. It was not fair that I was caught into it. I’m retired so I’m living on a fixed income, and I had to go with the cheaper one. So, I had called around to a couple different ones, and Delmarva was the cheapest and now I’m back with them. Nevertheless, Direct Energy's reps were very nice when I was switching the account, and they also believed that if I could get a cheaper rate, I should switch. I would recommend Direct Energy if the rate was comparable.

Direct Energy response

Hi, Marie. Thank you for taking the time to provide us with your feedback. We regret to hear that you cancelled service. However, we certainly understand and respect your option to choose the lowest rate from providers in your area. Please feel free to continue to check back with us as our rates update each month. We would always be happy to have you come back as a customer! I hope you have a wonderful day! -Paige

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Verified Reviewer Verified Buyer
Original review: June 10, 2018

I found out about Direct Energy through the mail and I thought I'd try it. And so far, I haven’t had any problems. They’re doing all right.

Direct Energy response

Josephine, thanks so much for your review! We are happy to have you with us and look forward to continually providing you with excellent services. I hope you have a wonderful day! -Adaline

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Verified Reviewer Verified Buyer
Original review: June 10, 2018

I get a bill from Direct Energy, I pay it and I haven't had any problems with them.

Direct Energy response

We appreciate the 5 star rating and great review, Glenn! I hope you have a wonderful day! -Paige

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Verified Reviewer Verified Buyer
Original review: June 9, 2018

I received something in the mail with Direct Energy. I called and asked them what their rates were and their rates were cheaper than what I was using before. The provider I was using was like ridiculous. They had one of those promotions that were good for a year but then after that, they doubled. And since getting the service of Direct Energy, my electric bill was lower last month. The way things are now, it's always nice to see even if it's just a couple of bucks. I'm just happy that my electric bill is cheaper.

Direct Energy response

Hi Linda, thanks for your review! We are so glad we've been able to assist you with lowering your electric bill. If you ever have any questions going forward, please let us know. Have a fantastic day! -Elle

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Verified Reviewer Verified Buyer
Original review: June 8, 2018

Direct Energy had a better rate than what I was getting. I was happy with it and I had a good experience.

Direct Energy response

Thank you for leaving us such a great review, Mike! We really appreciate your feedback. If you ever have any questions about your account, feel free to reach out to us at dedigitalcare@directenergy.com. Have a great day! -Adaline

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Verified Reviewer Verified Buyer
Original review: June 8, 2018

I switched to Direct Energy for the pricing. I compare my billing price every six months or however often they change. Sometimes, it’s better but sometimes, it’s not. Otherwise, everything is well.

Direct Energy response

Hi, Julie. Thank you for providing us with your feedback! We certainly understand wanting to have the lowest rate possible. If you ever have any questions about the rates or the account please feel free to reach out to us! Have a wonderful day! -Elle

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Verified Reviewer Verified Buyer
Original review: June 7, 2018

On a weekly basis, one guy used to call us in the evening hours every time and we were fed up with that. He never gave the correct information and so we discontinued the other provider's service. Since we switched over to Direct Energy, nobody is calling and bothering us and now we are fine. However, I'm still getting bills for the PECO utilities which they sometimes say is $14 but is sometimes a higher amount. So, I'm wondering whether we are still with Direct Energy.

Direct Energy response

Hi, Ushasri! We appreciate you leaving us your review of our company. I would be happy to review the account to make sure your service is still active. Please email us at dedigitalcare@directenergy.com with your utility account number, telephone number, and the full service address so that I may help. Thank you! -Adaline

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Verified Reviewer Verified Buyer
Original review: June 7, 2018

I went on a website looking for a cheaper energy supply. On there Direct Energy had the cheapest so I decided to use them. I've been with them for two years now. The service has been good and the bill has been cheaper than before. I renew based on how good the rate is. I call them to do that and the people I've spoken with have been good and very nice. The most I did was a year and the next time I did was six months. I would recommend Direct Energy.

Direct Energy response

Hi Shuraz, thanks for your review! We are glad that you're enjoying the cost savings benefit of having our services! If you ever have any questions, feel free to reach out to us for help. Have a wonderful day! -Paige

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Verified Reviewer Verified Buyer
Original review: June 6, 2018

Direct Energy said they were working with the utility companies to get the utility cost down, so it seemed like a good deal. But they kept coming, knocking on the door and like clockwork, they show up the same day or the day after I get my bills in the mail. The day I get my bills, I make checks for them and I mail them right out. Then I put away the rest of the paperwork. They always want to see the bill and the utility companies are saying they are not to be looking at it. But Direct Energy is saying they've got to check it when they should have everything on the computer. This is annoying. Then one day, a girl knocked on the door and she had a name tag from some other place. I told her I'm with Direct Energy and she opened her folder up where she had a name tag with her picture on it from Direct Energy. She said they were no longer under the name Direct Energy and it wasn't now this company, so we went through the paperwork to re-sign.

Then I got to thinking about it a couple days later. If they sold out and they would rather do business, why didn't they just no-reply mail to the mail that their name has changed to this other company? Curious, I called up Direct Energy and they answered the phone which meant they were still in business. Then I found out that there was a girl who used to work for them and chopped their name tag and was working for one of the other companies now. That pissed me off, so I called Direct Energy back and told them I want to come back and stick with them. I didn't want to switch companies, so I had them call the company she signed up for and tell them that the deal was no good. I had Direct Energy contact the utility companies themselves to let them know that it has been something shady. Then I called the Better Business Bureau and reported it too.

However, because I ended the contract with Direct Energy, I had to pay a higher rate when I started back up with them again. I ended my service with them now on the electric but I still have them on the gas which probably isn’t gonna last long either. They kept telling me that they'll keep me below Ameren's price, yet I had another rep from a different company come and he showed me that his price was lower than what Direct Energy's was. He also showed me Ameren's price and Direct Energy was charging me more than what Ameren was charging, so I went back to Ameren on my electric. I still have a two-year contract with Direct Energy and they've been charging me more than what this contract price is. So, when I end it all with Direct Energy, I will go back to Nicor. Nevertheless, Direct Energy did fine overall. Still, they need to eliminate these people knocking on my door every month because I deal only with the people in their Oklahoma office.

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Direct Energy response

Hi, Terry. Thank you for taking the time to provide us with your feedback. I definitely understand wanting to both keep the price low and not have people visiting your home all the time. I would be happy to help see what we can do to get both of those concerns addressed. For assistance please email us at dedigitalcare@directenergy.com with your utility account number, telephone number, and full service address. I look forward to speaking with you soon! -Adaline

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Verified Reviewer Verified Buyer
Original review: June 5, 2018

I was shopping for different energy companies then I went with Direct Energy for their fixed rate and they had the lowest rate. It has been a few months since I’ve been with Direct Energy. My bill was what was expected. However, the quality of the electric delivery is dependent on the carrier, not on the energy provider.

Direct Energy response

Thank you for leaving us such a great review Donald! We really appreciate your feedback. If you ever have any questions about your account, feel free to reach out to us at dedigitalcare@directenergy.com. Have a great day! -Adaline

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Verified Reviewer Verified Buyer
Original review: June 5, 2018

I used to have other suppliers of gas and electricity, then Direct Energy was the first energy provider that came with a better rate than what I was paying before. So now, both my gas and electricity are supplied by Direct Energy. I could use a couple more pennies, though, and I would appreciate it if they can do that.

Direct Energy response
Hi, Jon. Thanks so much for taking the time to leave us a review! We certainly understand wanting to keep the bill as low as possible and would be happy to see if there are options available.

For assistance please email us at dedigitalcare@directenergy.com with the utility account numbers, your telephone number, and full service address. I look forward to speaking with you soon. -Adaline

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Verified Reviewer Verified Buyer
Original review: June 4, 2018

I liked the price Direct Energy offered and they have been fine so far. With them, you can get an energy source for a lesser price. They are giving me lower electric bills which is important to me.

Direct Energy response

Hi Louveer, thanks for your review! We are so glad we've been able to assist you with your energy needs. If you ever have any questions going forward, please let us know. Have a fantastic day! -Elle

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Verified Reviewer Verified Buyer
Original review: June 4, 2018

I've been with Direct Energy for a long time now and I'm pleased with it. Their service has been fine and the overall experience with them was the best.

Direct Energy response

We appreciate the positive feedback, Barbara! We aim for excellent customer satisfaction and we are happy to hear we have been able to satisfy your energy needs. Enjoy your day! -Adaline

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Verified Reviewer Verified Buyer
Original review: June 3, 2018

This year I noticed the prices seemed a lot higher for the gas. My home bills were ridiculous and I didn't have the time to really analyze it all but it was the same company as the year before. I don't think I'm saving any money and I'm on a yearly contract so I have to wait until it changes. I wish they would call me when my year is up to renew. I have used others before and they were fine too. Then I switched over to Direct Energy 'cause they were the least expensive at the time. I might mention their name to others as I haven't had any issues with them but I don't know if I'd recommend them or not. I'm gonna go with whoever is the cheapest and I realize that more this year than any other time.

Direct Energy response

Hi, Arlene. Thank you for taking time out of your day to leave us a review! I certainly understand wanting to have the lowest rate plan to keep your monthly bills down. I am happy to review the account with you to see how we can help make that possible. Please feel free to reach back out to us for assistance. Thank you and have a great day! -Elle

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Verified Reviewer Verified Buyer
Original review: June 3, 2018

A rep from Direct Energy came to my door and was nice and very informative. Things were explained well so I decided to sign up. I’m now in my second contract and when I decided to sign up again, everybody was really helpful. They explained a lot and helped reduce the initial charge that they had quoted me. So the experience has been very nice.

Direct Energy response

Good Morning, Anita! We strive to provide a great customer experience and we are happy to hear that you are enjoying your service with us! Thank you! -Adaline

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Verified Reviewer Verified Buyer
Original review: June 2, 2018

I had Direct Energy and then I forgot about it. After several years I got another company in the mail so I signed up. However I found out that Direct Energy was still good so I cancelled the other one and stayed with Direct Energy. Direct Energy told me what to do and they were very good in taking care of the cancellation for me. They said that I may get charged from the other company because I signed up with them but I haven't heard anything. They gave me a credit card that if the other company charged me, then I could use it. I'm satisfied with their service.

Direct Energy response

Hi Bernice, thanks for your review! We are glad that you're enjoying our services! If you ever have any questions, feel free to reach out to us for help. Have a wonderful day! -Adaline

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Verified Reviewer Verified Buyer
Original review: June 2, 2018

Direct Energy offered a lower amount and when their representatives came, they were friendly and answered my questions. Service-wise, it's the same as my previous provider. It wasn't much cheaper, but still, it was cheaper. For those looking to find something cheaper, they should look into Direct Energy.

Direct Energy response

Thank you for the wonderful review, Shari! We are pleased to hear you are enjoying your service with us. Don't forget that we have a great referral program where you and anyone you refer gets $50. For more information about that program please feel free to reach out to our Social Media Team via Facebook or Twitter. Have a great day! -Paige

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Verified Reviewer Verified Buyer
Original review: June 1, 2018

I've been with Direct Energy for four years now. They seemed to have had the best deal so I stayed with them. Other people have offered a chance at a lower rate but I didn't take it. They're worth investigating and going with.

Direct Energy response

Hi Mary, thanks for your review! We are so glad we've been able to assist you with your energy needs. If you ever have any questions going forward, please let us know. Have a fantastic day! -Elle

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Verified Reviewer Verified Buyer
Original review: June 1, 2018

I heard about Direct Energy from a friend. My friend signed me up and I tried them. I was satisfied with their service, so I stayed with them. Since having Direct Energy, I’ve had lower bills and I've had an excellent experience. They are very good and they stick to their word. Whatever they said was what I experienced.

Direct Energy response

Hortense, thank you for leaving us an amazing review! We are happy to hear about your experience with us and look forward to serving you in the future! -Adaline

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Verified Reviewer Verified Buyer
Original review: May 31, 2018

I made a phone call to Direct Energy and I liked their professionalism. Also it sounded like it was a decent deal in terms of the price that they gave me. Switching over to Direct Energy has been seamless.

Direct Energy response

Scott, thank you so much for leaving us a glowing review! We pride ourselves in providing a great product at a fair price and are pleased to hear you are enjoying your service with us. I hope you have a wonderful day! -Elle

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Verified Reviewer Verified Buyer
Original review: May 31, 2018

Direct Energy gave me the best price. I've been with them for quite a few years now and the savings that I am experiencing is a bit higher than before although not much. And everyone at Direct Energy was very polite and helpful when I called. I would tell others to take Direct Energy. Also, there was a company that called and I told this company that I was satisfied with Direct Energy and that I didn't want to change. But, lo and behold, I got a letter in the mail that I was with this company. So I called Direct Energy and they said they would take care of it and they did.

Direct Energy response

We appreciate the positive feedback, Barbara! We aim for excellent customer satisfaction and we are happy to hear we were able to satisfy your energy needs. Have a wonderful day! -Adaline

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Verified Reviewer Verified Buyer
Original review: May 30, 2018

I used to be with PPL but I checked the rates and Direct Energy's was lower. So far, my experience with Direct Energy has been very good. Although my rate went up, it went down on my last month’s bill as they said it would. I have recommended them to friends who have a much higher rate.

Direct Energy response

Hi, Anna! Thanks so much for your review! We are pleased to hear you have seen the cost savings benefit of having us as your supplier. Enjoy your day! -Adaline

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Resolution In Progress
Verified Reviewer Verified Buyer
Original review: May 29, 2018

Someone came to the door and then my dad made the choice to go with Direct Energy. We spoke to the team because my parents had had an old contract and Direct Energy was charging them $8. When I called to check on it, they put the rate down to $399 and gave them a $25 gift card for the inconvenience of not being changed. Direct Energy needs to make sure that they try to contact the customer more than just sending a letter when the customer's rate is gonna go up because they're done with their contract. People who are older get confused by that a lot of times.

Direct Energy response

Hi, Beth. Thank you for taking the time to leave us a review. We are working diligently to improve processes to ensure customer satisfaction and your feedback helps us see where we might be able to improve. Please feel free to reach out to us in the future if there are any additional questions we may help with on the account. Enjoy your day! -Elle

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Resolution In Progress
Verified Reviewer Verified Buyer
Original review: May 28, 2018

I've been with Direct Energy for several years now and their bill was okay in the beginning but it seems to have gone up since then. I compare them with Pika's rates every time and right now, it seems like Pika's is cheaper. But I'm waiting to see what happens over the summer months.

Direct Energy response

Hi, Mary! Thank you for providing us with your feedback! I am happy to review the account to see how I may help in making sure you have the lowest available rate. For assistance please email us at dedigitalcare@directenergy.com with your account number, telephone number, and full service address. I look forward to speaking with you soon! -Adaline

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Verified Reviewer Verified Buyer
Original review: May 28, 2018

I'm now on my second year with Direct Energy and so far, the reps that I've talked to over the telephone were very good. One time, I called them concerning the price. My gas bill suddenly soared and I asked them what was going on. They said, "The cost of gas has gone up, so we charge you sort of what we're paying plus the profit." I asked, "Why am I paying this much?" and they said, "Because you signed up for it." I said, "Well, I didn't realize that it was gonna be this expensive." They said, "Well, we can lower it a tenth of a cent," And I said, "Okay."

I knew what I was getting with the electricity but I really didn't understand what impact it was going to have on the gas bill, and that was a surprise. Nonetheless, it was resolved right then and it's better now. It's just annoying to be told, "Okay, call back every two months and see." I don't want to call in every couple of months to find out if their price has dropped a bit. I would like to be notified, if that's possible. It would be better if they let me know that they are bringing the price down. That would be helpful. I don't want the responsibility of having to track their price.

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Direct Energy response
Hi, Gail. Thank you for taking the time out of your day to leave us a review. I definitely understand wanting to keep the bill as low as possible. At this time, there is not an option for us to proactively provide the rates each month. However, I will certainly send your feedback to our pricing team for further consideration.

If you ever have questions about the account we do have a dedicated Chat Team available via our website www.directenergy.com who is happy to help Monday-Friday from 8:00 a.m.-5:00 p.m. Please let us know if we may help. Enjoy your day! -Paige

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Resolution In Progress
Verified Reviewer Verified Buyer
Original review: May 27, 2018

Direct Energy was cheaper and the service was good compared to others. They also treated me fairly and every time I called, they did what they could for me. But I’m getting ready to change it as they kept on going up without letting me know and then it would be too late. It’s a business and once you’re locked into a contract there isn’t anything you can do about it. You can’t drop it or they’re gonna penalize you.

Direct Energy response

Hi, Bruce. Thank you for taking the time to provide us with your honest review. We strive to provide a great customer experience and are happy to hear that overall you have been pleased with service. I apologize that you have had some frustrations regarding the rate plan and would be happy to review the account with you to see how I may help. Please feel free to reach back out to us for assistance. Thank you! -Adaline

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Verified Reviewer Verified Buyer
Original review: May 27, 2018

I searched under the Pennsylvania list of companies providing power and I looked for the lowest price with the best duration of the agreement. Direct Energy has the best so I signed up online to get my electric service from them.

Direct Energy response

Hi Michael, thanks for your review! We are so glad we've been able to assist you with your energy needs. If you ever have any questions going forward, please let us know. Have a great day! -Elle

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Verified Reviewer Verified Buyer
Original review: May 26, 2018

I went with Direct Energy for their prices though the service has no difference compared to my previous provider. So far, the bill is fine after I renewed but it had gone up without me noticing and I had to call them as the rate changed. They helped me and told me they reduced the rate which would take two billing dates to take effect. They also advised when to call to check on the rates because I could change it without a penalty. Overall Direct Energy was easy to deal with. They answered all my questions and they were patient with my inquiries. I would highly recommend them.

Direct Energy response

Patricia, thank you for taking time out of your day to leave us such a wonderful review! We strive to always provide a great customer experience and are pleased to hear you have enjoyed your service with us! Have an amazing day! -Paige

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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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