My husband and I have been embroiled in a battle with Direct Energy for over a week, and I was wondering if anyone on your staff would be interested in doing some investigative journalism.
It started with our hot water tank being replaced on October 15th, which was done very quickly, but six days later the unit started to make horrible noises in our basement. We called Direct Energy right away and a technician was dispatched to fix the problem. We were told that the installers did a poor job and that the piping to our hot water tank had already cracked and that the interior insulation was soaked through because of their mistake. Since last Tuesday (October 21st) we have been without hot water and because our furnace is attached to our hot water tank, we also have been without heat. My husband took Thursday off work because he was told that the new system would be installed during the day, but the technicians did not show up until almost 9pm. When they arrived they did not have the right hot water tank.
Needless to say we have been on the phone with the very polite customer service representatives many times, but feel that since they have a monopoly that they do not care that we have not had neither heat, nor hot water since the 21st.
We were told today that new installers would be at our home by 8am, but it was not until almost 2pm when my husband phoned, that we were told that our new hot water tank was not even at their warehouse.
I think the lack of accountable and honest customer service by large companies such as Direct Energy would be a great story to cover. Not only do they hold their customers hostage since we don't have a choice as to service providers, but their lack of communication between their departments has forced us into a very cold limbo.