Reviews

Review Details

• Review fromSafiyya M

  Date: 13/05/2025

  My mom had a call with their customer service. Instead of helping her explaining why she got paid extra for the amount she got from them, they just shrugged my mom and tell her to make a payment. They sent a text that she only need to pay around $300 and due on May 15. But she just found out she need to pay $600 cause of overdue, she always get charge for overdue but she pay at the right time.

• Review fromJoanne L

  Date: 17/04/2025

  I would really give no stars if there was that chose. I had the meter removed and phoned in about my billing and told them that the meter was removed but continued to get billed. I thought letting them know that the meter was removed would cancel the account but because I didn't say "Cancel my account" I was still being charged. It make no sense because there was no meter and no usage of gas on the site. No one said to me "do you want to cancel your account?" This is ridiculous. It feels like a money grab.

• Review fromCathy S

  Date: 24/09/2024

  I had questions about my bill and engaged with an online assistant, *******. Usually I find this process tedious but ******* was very efficient and helpful, and was able to answer all my questions. She also suggested signing up for text alerts.

• Review fromMelanie G

  Date: 06/07/2024

  DERS started providing & charging for gas service at a condo I own without giving me any notice they were doing so. Then, 6 months later I get a bill for $600. Not one time in that 6 months did they try to contact me to let me know a payment was outstanding. They just continued to let the bill skyrocket until I contacted them once our renter moved out & I collected the mail. I have explained the situation to many DERS customer service representatives and they tell me they understand and are sorry but will do absolutely nothing to take responsibility for their negligence and apalling business practice. I can’t believe a Canadian company can do this to the public. I don’t ever want to deal with them again but they are the default provider in our area and its ridiculous that I can’t change that. So many other gas providers out there, DERS has proven to me they do not respect or care about whats fair, right or honest. I’m only giving a star because I can’t leave a review with no stars.

• Review fromSherri D

  Date: 03/07/2024

  I am in absolute disgust and disbelief that my power was disconnected over an underpayment of $.16. Not dollars, but 16 CENTS!!!! When i reached out to them they gave me some BS excuse that there payment system would not recognize a non-full payment. I find this very hard to believe since people, including myself make partial payments ALL THE ***** On top of it all, they are charging me a $298 re-connection fee. They will get their $.16 and that's it. I am tired of them trying to *****, honest, hard working Albertans who are trying to get by! I

• Review fromhayley M

  Date: 27/06/2024

  If you are looking for a safe reliable company do not go with direct energy.Someone opened an account in my name with direct energy, needless to say they were absolutely horrible in helping me deal with this.For one it required me calling several times in order for them to investigate. each time I spoke with them I had to retell them what happened, they reassured me they would notify collections and investigation would be completed within two months.After two months and about 6 calls a day from collections, I contacted them and at this time they notified me I needed a police report to start the investigation. when asked why I was not informed of this from the start they had no reason or reply.They have zero verification process, when I clarified with them that they have 0 protection for their clients the manager replied with "no we don't unfortunately".If you are looking for a safe reliable company do not go with direct energy. The ** needs to shut them down

• Review fromrob s

  Date: 25/06/2024

  Direct energy can bill at will bought farmland and it had a power pole on it with no meter (previously removed) , assumed it was all disconnected. receive a bill a year later for 9 months of billing. call to questions, **** says account cancelled all good, receive a call a month later and they continued billing along with interest. i was never notified they created an account for me in the first place because they had no contact info! they have info from land titles to send a bill???? bunch of *******!! and then say they are sending to collections if i don't pay.

• Review fromRob D

  Date: 11/06/2024

  If I could give negative stars I would. Today (June 11) I received a paper notice on my door that Direct Energy has shut off my natural gas leaving my household without heated water or a means to cook. I was very confused by this, as I don't even deal with Direct Energy for my utility needs, I have only ever used ***** since the last time I had issues with Direct in 2017. I have confirmed with ***** that I have no balance owning and they have not moved my service to any other company. I immediately reached out to Direct Energy to find out who's mistake this was and to have it remedied. I have never dealt with a more useless bunch of "professionals" in my life, with the exception of Sergio (who I hope is doing well and finds a better company to work for). I have been given 3 different answers from 3 different "supervisors" and nobody will take responsibility. I'm being told by ***** and **** that this seems to be an accounting error on Direct Energy's part, but they are refusing to do anything without me giving them information about the business that is allegedly associated with my address. Supervisors Carla and Jimmy were extremely unhelpful and stated that the only way they would remedy the issue is if I paid the outstanding balance and a reconnection fee for an account that isn't even mine. I highly recommend that everyone avoid this company like the plague, as they seem to be okay with trying to extort money from people who don't even have an account with them.

• Review fromchris c

  Date: 04/06/2024

  I have been a long term customer with Direct Energy and when they began advertising their latest discounted rates, I called in and asked for the same price that they are now giving to new customers. The sales person was terrible, through arguing with her I told her that if they couldn’t offer me the same deal as other customers that I would go elsewhere. She finally said she would adjust my rate. I thought that was the end. Two days later I receive a CLOSE OUT BILLING from Direct Energy, stating my account has been closed. They charged me $250.00 extra on top of my regular monthly billing to close out the account. I called in immediately, asked to speak to a Manager and asked why my account was closed. He gave me a 15 minute convoluted story, however I kept explaining to him that I DID NOT ASK FOR THE ACCOUNT TO BE CLOSED. He said in order for me to receive the new rate that all other customers are receiving, they had to close the account and terminate the current plan?! Since when? This is unacceptable *****. They are just creating more paperwork and passing on the costs to the customer, for no reason whatsoever. This is how they treat their long term customers. I still have not received any communication or update from Direct Energy as a result of their mistake and POOR service.

• Review fromKeith K

  Date: 18/04/2024

  I called to set up a temporary service for energy and gas at rental in between tenants. They happily agreed, took my info, I wrote down the service numbers, and thought everything was fine. I found out three weeks later that they erroneously set up two gas accounts, no electricity account, and on top of that never provided the service at allAtco and Epcor were the default regulators, who then charged me a service fee. Direct Energy Reg Services took absolutely no responsibility and refused to compensate me. Ive never seen such incompetence. Please dont use this company.