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Direct Energy Review

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Corporate Offices: 12 Greenway Plaza, Suite 250, Houston, TX 77046

Direct Energy is an integrated energy services provider serving retail customers throughout North America.  With over 6 million customer relationships, Direct is one of the largest retail energy providers in the U.S. and Canada.  Direct offers electricity and natural gas services to residential consumers in 8 U.S. states and 2 Canadian provinces.  Direct Business serves electricity and natural gas customers in 14 U.S. states, the District of Columbia, and 5 Canadian provinces.  Direct Energy Services offers a variety of energy-related services including HVAC installation and maintenance, electrical services, plumbing services, and home protection plans  The Direct family of companies are owner by Centrica plc.  Centrica plc operates in seven countries and is one of the world’s leading integrated energy companies.

Direct offers customers a myriad of retail electricity plans from which to choose.  Fixed price electricity plans afford the highest level of price protection and are offered for terms ranging from 3 to 24 months.  Green energy fixed rate plans are also available as are plans that give customers free energy on Saturdays.  Month-to-month variable rate electricity plans are also available to give customers great electricity rates without being tied down to a contract term.  There are also free-day versions of these month-to-month plans that give customers free electricity on either Saturday or Sunday.

Business customers can also select from a wide array of electricity and natural gas plans and services.  Fixed price, index price, and blended fixed/index rate plans are available from Direct Energy Business depending on the risk tolerance of the customer.  Direct Business is also capable of working with customers on demand response opportunities.

Direct Services offers a unique aspect to their product portfolio.  Direct has taken a local and highly fragmented industry and introduced into it the concept of a national energy service provider.  Direct Services offer residential and business customers HVAC installation and service, plumbing, water heaters, protection plans, building automation, facility maintenance, energy audits and consulting services.  Utilizing Direct for these services reduces the uncertainty that is often associated with using smaller local energy services contractors.  Because these services are not subject to regulation, Direct Services is able to offer them in 46 U.S. States, the District of Columbia, and 10 Canadian provinces.

Direct is easy to work with from a customer service perspective.  Their customer care call center is staffed Monday through Saturday from 7:30 am to 8:00 pm.  They also have an online account management portal that allows customers to review and pay bills, transfer service, manage payment options, and other functions.  Direct also provides multiple payment options including online payment, payment by phone, payment in person, and recurring electronic payments.

Direct supports organizations in key focus areas through funding, products, networking and volunteers.  Direct sponsors Volunteer Citizen of the Year awards in several states to recognize local leaders for their contributions to their communities.  Direct also assists customers through programs such as Neighbor to Neighbor and Low Income Discount Assistance.

Direct Energy Plans & Rates


Direct offers a large set of plans to fit all consumers from 12, 24 & 36 month competitive rates or some more custom plans such as 12-Hour Power which includes 12 hours of free electricity every night.

 

Direct Energy Coverage


Direct offers competitive rates throughout Texas plus dicount energy rates in the larger cities such as Houston, Dallas Fort-Worth, Arlington, Corpus Christi, Waco & Plano. Direct is one of the largest retail energy providers in Texas and the United States.

Direct Energy Renewable & Green Plans


Most providers in Texas offer green or renewable plans sourced from Solar Power or Wind Power with different ratios from 10% Green through 100% Green with the remaining power coming from Natural Gas or Coal powered plants.  Direct has Green Energy plans for most of Texas and they are available in 12 Month & 24 Month Green Electricity Plans.

Starting Service with Direct Energy


Direct makes it easy to start new service with them.  You can enroll right here using our search or you can call Direct at 888-472-6015.  

Provider Customer Service


Direct Customer Service is open from 7AM – 7PM CST 5 days a week & Saturday 7AM – 4PM.  Call 888-472-6015 to speak with a customer service rep.  You can also setup and login to the Direct Customer Portal at Direct Login.  

Provider Bill Pay


Direct offers full and informative bills to customers via Paper or Digital options that explain everything on your bill.  However if you have any questions you can still call 888-472-6015 to speak with a customer service rep.  You can also setup and login to the Direct Customer Portal at  Direct Login to manage your account and pay your bill. 

Savings & Tips


Direct wants to help you save money and energy.  With a large suite of tips & recommendations you are covered to check your own appliances or perform a full replacement of your thermostats & appliances with the knowledge to shop smart.  Direct has an entire section dedicated to saving energy with regular updates.

Power Outages


If you have a power outage you can report it directly to your Transmission & Distribution Utility (TDU) listed below.

  • Oncor: 888-313-4747
  • AEP: 866-223-8508
  • CenterPoint Energy: 800-332-7143
  • Texas New Mexico Power (TNMP): 888-866-7456
  • Sharyland Utilities: 800-545-4513

Provider Corporate Office


Direct’s Corporate headquarters are in Houston Texas at:

Direct Energy
12 Greenway Plaza
Suite 250
Houston, TX 77046
1-713-877-3500

Frequently Asked Questions


  • How can I pay my Bill?  Direct accepts Credit Card, Check, Online Pay, Phone Pay and in-person.
  • Where do I send my check? Direct Energy, P.O. Box 660896, Dallas, TX 75266
  • Where can I pay my bill in person?  There are a number of in-person locations to pay in addition you can pay online, phone or by Alexa!
  • Does Direct offer Auto-Pay?  Yes, by logging into your Direct Login you can setup Auto-Pay under your Payment Options.

Reviews & Ratings

Google Reviews

Direct Energy
4.1
Based on 937 reviews
powered by Google
Chris Gist
Chris Gist
20:29 25 Nov 21
I have had this service for years. I researched the best price. Started service and found out they have excellent... customer service. The new website has the answer to all your question that avoids calls to customer service. They get better and adapt with technology.read more
Michaela Voth
Michaela Voth
22:37 18 Nov 21
You should instruct the men handing cards out door to door to NOT walk into strangers' houses. My 6 year old answered... the door thinking it was her dad and pointed at me when your employee asked to speak to an adult. Dude walked in on me as I was putting a shirt on because he thought my child was inviting him inside.Also fun side note. I had already been handed a card by a different employee maybe 30 minutes priorread more
tony sosa
tony sosa
12:58 05 Nov 21
Great customer service (always looking to better your price) if your need to speak to a person it’s not hard to get... ahold of someone they’ve always answered me with a minute. Never had a rude person help me they never given me bad information. Been with them for over 15 years and hardly ever have to call and when I do it’s because of something I don’t understand and they explain it to me without being rude. Great service highly recommend. Keep up the awesome work and friend employees.read more
raven falcon
raven falcon
21:44 02 Nov 21
The people working here are very helpful, well at least the ones I have worked with. Unfortunately the power company I... don't feel is fair on their customers because they raise their rates without notifying them about it. This is the second time I've had to speak with customer service about changing my plan because the rates were raised. But thank you to their customer service representatives for helping me find a better plan.read more
Allison Bullard
Allison Bullard
01:50 10 Oct 21
I don't live in TX, but this company continues to allow people to use my information to open accounts. I have been... trying to buy a house this year, and even with having locks on all credit, I continue to have collections in my name appear. This has been going on since August 2020. After they determine it is clearly a fraudulent account, they drag their feet informing the collections agency. The collections agency will not allow me to send them the Fraud Letter to have the information removed. They require it from the actual company the account is from. THIS HAPPENS WITH EVERY ACCOUNT! Instead of contacting the collections agency as I clearly stated in the email to the fraud team, they resent me the letter. They only answer on Sunday to emails and normally the phones either go out or you can't hear them because of all the crackling sounds. I am so sick of being hung up on.read more
Lydia Barrie
Lydia Barrie
15:58 03 Sep 21
I’ve used this company for a few months now and every month, despite using less and less electricity (turning off all... lights and electronics when they aren’t in use, not using the air conditioning as much ANYTHING we can do to LOWER the bill) the bill is rising exponentially. My first couple bills were under $100, which seemed perfectly reasonable for the amount of electricity my husband and I use since we’re rarely home. My most recent bills are $150, $170, $180. They love to steal money from customers who get the least use out of their service. I’m looking into switching to a reasonable company. I only picked this godforsaken one in the first place because I was in a rush trying to move.read more
amaya niko
amaya niko
07:21 01 Sep 21
This awful energy company. They are terrible with customer service. When pandemic hit it was hard on our family so we... asked them for help and they said no. I asked to just postpone payment for one month and they said no. They shut off our electricity for being late one week during the blazing hot summer. I had on time payments for two years and they couldn't help us out this once. I hate this company with a passion. My 3 children had to suffer during the hottest month in the summer. I hope they go bankrupt. I give them a zero star.read more
Rian Metelko
Rian Metelko
01:18 15 Aug 21
Update : As you can see by the canned response below. They are not interested in solving your problem or providing... customer service. They will not assist you or take responsibility to solve issues. Don't fall for the lies! Will tell you anything to get you to sign up for there sky high rates. Been trying to contact someone you might as well forget about it. No customer service. You are not going to get what you were promised. I'm not sure how they stay in business a complete scam. They don't produce anything it is just a bait-and-switch marketing corporation.read more
Whitney Eaton
Whitney Eaton
20:03 14 Jun 21
I have had Direct Energy since 2007, and I will never switch if I can avoid it. The customer service, even when moving,... was great. I also call or chat with them every 6-12 months, and they almost always improve my rate or give me a bill credit for loyalty. The app and website are also really user friendly. I love that they show me what uses the most electricity in my house. I'm always a bit surprised.They offer $50 credit to new users if you use a referral code. You're welcome to mine (and, yes, I get $50 too): BD51V1read more
Jose Campos
Jose Campos
00:30 11 Jun 21
As with anything new, questions were plenty but the sales reps had every answer and were always courteous, helpful and... patient. The first month I expected the same confusing bill and routine of calling and not getting answers, as with other electric companies, and I was wrong. My first bill came in it was way lower than expected and easy to read. I remained doubtfull that the price and service was too good to be true, I expected that surprise bill punch mid year and it never came. After my initial 12 months I was convinced and when I was contacted by the reps in order to offer another 12 months I didn't think twice. I have no regrets about switching to Direct. Satisfied customers since Jan 2015.Update: Still with Direct Energy and I don't even bother when any other company tries to get me to switch. Jun 2021.read more
G G
G G
04:45 04 Jun 21
I recommend avoiding this electric company. You can find plenty to chose from and they sell the same thing over the... same wire. Besides pricing, the only difference is the customer service they provide and this company is terrible at that. Starting and using their service was OK, but canceling service was a major issue. Tried canceling service on 4/1/2021 because I sold my house, they tell me 4/1/2021 is a holiday and they cannot cancel service, 4/2/2021 Good Friday again no good, then weekend so either cancel on 4/5/2021 (5 more days) or 3/31/2021. 3 different people couldn't tell me what holiday was on 4/1/2021 (including people from VP's office). On top of that, the "holiday" was only for canceling service, my buyer didn't have any issues starting service on 4/1/2021 with a different provider. I picked 3/31/2021 as my last day thinking I still have power on that day. I had an electronic meter that could be monitored and managed remotely and the buyer starting service the next day. On 3/31/2021 at 8:30AM while I was working remotely from home my power got cut. Spent pretty much the whole day on the phone with Direct Energy trying to get power restored. The best they could offer was to start service for at least 5 more days and they could not guaranty what time I could get power back on (meaning I could get power back at 11:59PM 3/31/2021). So I lost a day of work because of their incompetence.read more
April Carpenter
April Carpenter
04:06 15 May 21
Will take your money, take days to respond, but have NO empathy for their customers! After weeks of on and off again... work, I had missed a payment plan, however, I made a very strong payment to show good faith. After pleading with a customer service rep to work with me for a few more days, I was given the “sorry, we only work with customers who matter” response. HI! We’re in a freaking pandemic! I’ve even made payments to show that I’m honest about what’s going on! BUT! Direct energy (ENORMOUS bills $120-$180 for one person in 900sqft) won’t work with me for three extra days and would rather shut my power off, WHILE taking my payments!! I’ll be looking for a new provider and won’t recommend them to ANYONE! Crooks!!read more
Derek
Derek
15:58 09 Apr 21
Switched to direct a 3 months ago and every bill has been under $30 so far. Previous company was literally lying about... my usage so they could charge me $3-400 a month even when I was away from home 2 weeks one month and had everything turned off those two weeks and still charged me $375 early cancellation fee. Did not change anything about my usage habits and the very next month after switching to direct my usage magically dropped to the real amount (my bills were always around $50 a month prior to switching to the awful company). Had to file a complaint with the bbb and still waiting on a response. So far my experience with direct energy has been wonderful in comparisonread more
Mahesh R
Mahesh R
06:44 27 Mar 21
I discussed plans with them and switched after contemplating for months. Prior to me switching I not only compared... rates but also looked at my usage over several years with my previous provider.Having told that the delivery fee was included on the kWh charge I finally decided to switch as it seemed to be an easy decision considering the cost savings based on what I was told.After being with them for 1 month I am noticing that the bills are cheaper as long as you don’t get average billing. My bill was doubled with avg billing.I would recommend Direct Energy but I would also watch your bill for two months to make sure you are not getting overcharged like I was on month 1.read more
O I
O I
17:03 24 Mar 21
Beware they might not honor their contract terms when it favors them! Need to start shopping for a new energy company.... Will not be using them once the current contract expires.Been a customer for 2 years now, initial contact ended and signed up for a new contract with a slightly better rate and yet new bill is still charged based on the old rate. Called yet will not fix the issue telling me their system works in a certain way!read more
Summer
Summer
23:44 22 Mar 21
Fraud! Some one use my name to open up 4 account under direct energy! I called 10+ times and no one can help me! I also... filed a police report with police report number to identify as me as the owner still no one can help. Came to the local houston office and they all some how off work earlier than what they posted as their office of operation. I have 3 more is the similar information with 3 more different addresses. Trying to contact them but no one can help. Not paying thousands of dollars for something I didn’t spend or my account! I don’t even have direct energy.read more
Samia Diomande
Samia Diomande
13:32 17 Mar 21
I've been a customer since 2016 and have always had great interactions with Direct Energy. Great customer service and... monthly plans. Account is easy to manage online.read more
Noemi Ruiz
Noemi Ruiz
02:35 10 Mar 21
I just got my bill of 303!!! IVE NEVER HAD A LIGHT BILL SO HIGH. Especially when no one is HOME ALL DAY FOR 12 hours &... we get free nights!! Will be calling tomorrow because no way I am paying that 303 for lights IVE NEVER USED. We’re here 2 days and Monday through Friday were all at work... will probably change providers.read more
Tina Turner
Tina Turner
08:08 08 Mar 21
If you pay a day late they charge you a $15 fee. Even if there isn't a disconnect order, you still get the fee, and... they roll over each month. I didn't notice until the 3rd time it happened and I was only refunded for one month.read more
Ragingbat YT
Ragingbat YT
20:10 27 Feb 21
Such a scam!! DO NOT GO WITH THIS RIP OFF COMPANY! We were one of the unlucky ones that got no power for 5 days during... the Texas storm. We had no electricity nothing from Monday-Friday. Finally got it back electricity Friday night and our plan we had was free weekends. Well I get the bill and what do they do for having no power for a week of course they charge us double! Called customer support asked them to explain how we didn’t have power for a week, how could our bill double and the dude hung up on me. Guess he didn’t feel like telling me his company is a scam! So now I’m stuck with an outrageous bill and no help.read more
Gregory Monette
Gregory Monette
16:05 09 Feb 21
I’ve been with this company for 5+yrs. For the most part, things have went well with the exception of rising rates... (nothing new for Texas). We moved into a new construction house in 9/2020 and selected a plan to start around that time ending in 2022. Not sure what happened, but my lights were turned off in February 2021. When I called Centerpoint about an outage, they said that they never received an order from Direct Energy to start my services. When I called DE they said my services were canceled in Sept??? I’m not exactly sure what happened but I thought everything would be seemless with electricity until the next renewal period. On the one day that I have to work from home, this happens and I can’t get any work done because of a huge internal mistake from DE. Luckily I’m getting electricity today, but I’m not sure that I’ll be renewing next time around.read more
LIAF OVERPLAY
LIAF OVERPLAY
18:32 03 Jan 21
For the most part this company is fairly competent. It has been almost 2 years now that I have been with them and... anytime something was out of sort it got handled. The people are a little scripty sometimes but for the most part they handle your issue the best they know how or as long as you request it they will send up the chain to speak with someone better equipped.Recently there was an issue on the side of security and a gentleman from Corporate helped resolve it to my satisfaction. As such I give Anthony, Badge ID#0520, a 5 star for resolving my issue. Thank you Anthony.read more
Ariel Engebretsen
Ariel Engebretsen
17:17 18 Dec 20
2 years after canceling my service, I receive a mark on my credit account from a collections agency. Turns out direct... energy billed me for a month after I had canceled my account and then sold it to a debt collector. Fraudulent business. Do not recommend.read more
John Cedillo III
John Cedillo III
19:16 03 Dec 20
Really bad experience, my mother has been trying to get annual service on her HVAC and Direct Energy has not been able... to provide local resources. We have been requesting service for 6-months. The final resolution was for me to contact a company, pay for service and then submit for reimbursement. The protection plan sounds great in theory, unfortunately the local technicians aren't responding because they haven't received payment from Direct Energy. The customer service team is not empowered to escalate challenges to management so your left without option on resolutions.read more
Marisa
Marisa
19:25 26 Oct 20
For months I kept telling the reps that there was an issue with my billing and for months I kept getting a response... that it was just my extremely high usage with no offer for a solution. I told them that it didn’t make any sense for the size of my place and they tried to convince me that I was just using too much. Come to find out, my electric meter was switched with my neighbor’s and I was getting billed for their usage. We found this out two months ago and not only has the issue NOT been resolved, I am still getting billed for my neighbor’s usage which is 4x the amount I should be paying. I have called numerous times about my refund and to get a resolution and their untrained representatives keep telling me that they need more time and that someone will get back to me. TWO months have gone by since the issue was confirmed. How much time do you need? Why do you not have a process in place for this? DO NOT go with this company. Their representatives do not know how to address your questions or concerns because the answers are not in any of the scripts given to them for when you call.read more
Emilia S.
Emilia S.
13:29 30 Sep 20
Horrible people who have no idea what they do.I cancelled my account 2 months before contract ending. I called, asked... if there is any early termination fee. I was told that I am just going have to pay for whatever i would use. SUPRISE. They hit me with $500 penalty! If i was told that at the first place i would let the contract run!Bunch of liars!!!!read more
Munsell Karen
Munsell Karen
22:27 14 Sep 20
Pretty unhappy with communication with this company. Not really sure who to blame but at the very least they could act... like they care but they don't. On hold today for long time for problem that should've been notified about weeks ago. Needed business electricity and apparently the order was held up as Oncor needs a permit but they don't even send an email letting me know. this is after they first sent in the wrong ESI number which I had to call them about when they failed to get the electricity set up after a few weeks. So its been a month now. I should probably get another company but picking a new one now will probably delay it further. Ugh.read more
Dani Love
Dani Love
03:29 14 Sep 20
I switched from another company, and so far I'm very pleased. I needed my payment extended for a week, and they gave... it to me ,and I'm very thankful for that. I personally had no problem getting in touch with someone, and had good customer service.read more
Courtland Tolbert
Courtland Tolbert
08:29 12 Sep 20
These people are vultures. I especially love their deferred payment plan where they allow you to catch up with monthly... installment plans. But still cancel it after you make payments on time, then demand you pay everything you owe 2 months and all! They don't listen or provide any kind of real customer service, they still send my mail in Spanish after me telling them on 3 different occasions I don't speak Spanish. Company is just horrendous.read more
louis hernandez
louis hernandez
05:28 11 Aug 20
First time using the live chat and it was great.. They help me every step of the way and was very fast thanks so much..... you still have a loyal customer hereread more
Tony Muto
Tony Muto
23:10 27 Jul 20
If I could, I wouldn’t even give 1 Star. It was a terrible experience with this company. They try to offer you ‘great... deals’ when you renew your contract, but in reality they don’t follow through with said offer. Plus the offer price fluctuates and to be honest, you’re paying way more than double of what you should be paying if you compare your home’s wattage output per month. These guys will over charge you if you’re even one day late on your payment no matter what the circumstances you or your family are going through. DO NOT DO BUSINESS WITH THEM.read more
sirsy mtz
sirsy mtz
01:46 20 Jul 20
Ok, so I've been a direct energy customer since it was Bounce Energy & even before, when Bounce was New Leaf green... energy. The rates were GREAT w/both companies & my bills were never horrible...i think $150 may have been the highest i had ever had in the 6yrs i had been w/them & i was also on the Mommy rewards program. Now that it's Bounce, my bills are very high, and they don't have a rewards program...this next month my bill will be around $460!!! I have used about the same amount of energy as i always have. I hate the fact that you have your electric bill PLUS a $100 delivery charge...i don't understand, but if my bill doesn't start going down, I will be switching!read more
Patricia Monge
Patricia Monge
00:47 17 Jul 20
Very dissatisfied with customer service representative. I called yesterday at 6:50 pm to cancel my service for July... 31st after 12 years with DE since I am moving. However, the service was disconnected today when I am still moving. I have not had AC no lights to continue working in the house. I called today at 2:30 pm and I was told the service will be reconnected after 2 hours since he will request a reconnection as an emergency case. After 2 hours I called again and I was told this will take up to 4 hours. After 4 hours, I talked to another representative who told me that Center Point has not te received the request for reconnection yet and gave me the phone and order number for me to follow up. Then I called Center Point and it was already closed. I called and talk to a Supervisor and she just apologized and told me the service will be reconnected tomorrow. I do not understand why if it was an emergency DErepresentatives did not follow with Center Point. Most specially why my service was disconnected today when I scheduled it with for July 31st. This mistake caused me a lot of delay in my moving deadline. I am very dissatisfied and I won't recommend this provider.read more
Sharon Gibson
Sharon Gibson
13:41 13 Jun 20
I have been a satisfied customer for nine years. Recently I have been able to monitor my daily usage. My billing... cycle ended yesterday and my bill is already available. This is excellent service! Thank you!read more
Taylor Presley
Taylor Presley
20:44 23 Apr 20
About a year ago, I moved into a studio apartment that, to be fair, is poorly insulated and gets hot pretty quickly in... the warmer months. But I got a bill that was nearly $150 when a.) I had been out of town for 10 days (everything turned off or unplugged) and b.) I was supposed to have free weekends. Even during the week, I was very mindful of my electricity usage. Direct couldn’t give me an explanation as to why this was, so I changed to Champion and my average monthly bill is like $60read more
Olga Crisler
Olga Crisler
00:15 18 Apr 20
Give Direct Energy a try. You will be pleasantly surprised with your bill every month. Use referral ID N17BE7 and you... get $50. I've been with Direct Energy for almost 2 years and have never been disappointed with my bill. Despite the ever rising cost of electricity, mine has been constantly low, even in the summer months. I have free weekend so I do all my laundry then.read more
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Direct Energy Review - Great Service - No Complaints By: NLH on March 5th, 2015

Very easy to work with. I liked the newsletters they sent via email. The newsletters were informative and had practical ideas on saving energy. The electricity rate was good. My electricity usage is a little lower than average and their rate plan did not penalize me for low usage like some energy companies.

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