Reviews
I have never dealt with a company that was as disorganized and had such a low level of customer service. If anyone had the option to find an alternative provider, I would strongly recommend they do so.
When we purchased our farm 3 years ago, we had made arrangements for the services to be transferred to our name from the address. Apparently there were two meters on our property, one was on an old abandoned and condemned home, and the other on the house. They billed us for 3 years, and our account was in good standing. One day an ATCO representative came to shut off the gas, and only left when we were able to show that there must be some mistake, because the account on the same legal land address was in good standing.
When we looked into it further, they had mistakenly put only one meter (had we known there were two, we would have had the one no longer in use removed), and they created a second account under the land title's information (which was my name but with the mailing address that I had when I purchased the home before move in) and billed it without a recipient for two years, and that legally, we had to pay for the usage.
When asked why they created a second account without authorization, and why they didn't try and cross reference the legal owner's name, the site's address or even why they didn't authorize a disconnect before three years of no payments, they only responded with 'It's not our protocol'. Instead, they sent bills on paper to an address that wasn't even valid.
Once this was all sorted out, an arrangement was made to merge the two accounts together, and to make payments against the old account. Instead, they terminated the account and charged me 200.00 for a new setup deposit (even though I have been a customer for 3 years). When I phoned to have that corrected, I talked to someone in 'Accounts' and they claimed it needed to be done through 'Customer Service', and then when I was transferred the next person still couldn't help me with the merge and proper billing.
I have spoken with 6 different reps from Direct Energy, and not one of them provided any service that was followed through. I would be ashamed to be associated in any way with this company.
Direct Energy started billing us for gas the day we ended our enmax account, which was the same day we sold our house. They just fabricated a contract and started billing us without us even signing anything. They send us bills for gas to a house we don't own, clearly they are not to be trusted.
That other reviewer is a moron. Direct energy is the worst I've ever had to deal with. intense bill screw ups and customer service located in the Philippians where they don't even have a similar utility structure, with no office to address someone face to face and the run around on the phone for 10 months then gave them a deadline for resolution and they just said fine we can't resolve anything for you, pay us 600$ again.