My water heater broke today and I called Direct Energy who were able to arrange for a service call between 7 and 11 p.m. When the person arrived at 9h50, he was surprised that it was an electric water heater (although I had advised the customer service of that fact when I called) and he advised me that he could diagnose the problem (at a cost of $99) but could not fix it until the next week as Direct Energy had not installed it. Although he spoke to his supervisor on the phone, he would not allow me to ask for an explanation. When I asked why I had not been advised that the company could not fix water heaters that they had not installed he would not answer. I refused to pay and called the service line to try and get an explanation. On the first call, the customer service agent said that he could do nothing and when I asked to speak to the supervisor he again refused to speak to me. When I called back, I was told that it would be a 40 minute wait to speak to a supervisor. I am now waiting...
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