I have been a customer of Direct Energy for over six years, maintaining a perfect payment history, even during the COVID-19 pandemic. Recently, I relocated and contacted them to transfer the utilities to my new address. My initial call was satisfactory, and I scheduled the service transfer accordingly. However, upon moving in, I discovered that the utilities had not been connected. When I followed up, I was informed that the previous account had been disconnected and that they could not arrange for service connection at my new address. I was given the option to expedite the process for an additional $300. After 14 days from my initial request, I was advised that, since the account had been disconnected, they could now connect the utilities. Interestingly, the service provider at my new address was also Direct Energy. This experience has been disappointing and has led me to conclude that the company's priorities seem to favor profit over customer service. Consequently, I have decided not to continue my relationship with this provider.
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Direct Energy is a North American retailer of energy and energy services.