Complaints

This profile includes complaints for Direct Energy, LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Direct Energy, LP

  12 Greenway Plz Ste 250 Houston, TX 77046-1211

• 

  Direct Energy

  164 West Eagle Road Havertown, PA 19083

• 

  Direct Energy Services, LLC

  . Rochester, NY 14623

• 

  Gateway Energy Services Corporation

  400 Rella Blvd Ste 300 Suffern, NY 10901

• 

  Direct Energy

  1401 S 52nd St Tempe, AZ 85281

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/4/25, two sales representatives visited my home and convinced me to switch my electric plan to Direct Energy. I asked them directly if they would cover my calculation fee, which is over $200, and they both said yes. They said all I had to do was end the direct energy on my last bill, and they would give me a credit. I sent my bill and never received an email response, so I called them. I called customer service on 4/9/25 and 4/10/25 and was told multiple times that they would only cover up to $150 in the cancelation fee. The last person I spoke with said that everyone was a supervisor, and they were all going to say the same thing because they couldnt do anything. After all, it was company policy. My cancellation fee is $307. I informed them that the only reason I switched was because they were going to cover my full cancellation fee. Now Im down $157 and in the worst spot. Because I was lied to by the two sales representatives who came to my home not once but twice to convince me. The customer service department was also lacking. They never responded to my email or called me regarding the processing of my cancellation credit. I first called on 4/9/25 and was told someone would contact me from 89 AM on 4/10/25. I never received the call, and when I called them, they informed me that the dispute was already closed.

  Business Response

  Date: 04/15/2025

  Please see attachment. 

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I had an account with ********************************************* since 2018 up until March of 2025. We moved a couple of times during that time frame and always transferred our account to new address. Recently, Texas was hit with a winter storm so I didn't think much when my electric bill hit outrageous balance of almost $400. We struggled to stay warm in a tow home we are renting but understood that our heater was working twice as hard during this winter time. As the time passed, I contacted Direct Energy to see if we could enroll in a contract subscription and drop our rate from 20 to to 16 cents per kWh. Unfortunately they didn't have such contracts available and since we were month to month customers, it was easy for us to switch over to *** as our new electric provider. Here is the catch, Direct Energy decided that they are going to apply defer payment and say that my tiny home used 3500 kWh somehow and after paying my monthly bill on time every month, I now have a deferred payment due in amount of $ ******** for some average plan that they enrolled me in and now charging me back because I decided to end my service. The customer support and the manager by the name of ****** was rude, did not want to hear the issue and keep reading of a "script" when speaking to us, threating to send us to the collection if we don't pay the bill in full. They could not provide a copy of a contract and said it will take them 30 days to send it by email. At no point of time they they would even consider to send a technician to check on the meter and see if maybe something is wrong with their readings after the usage went up 3 times compared to historical usage. I sat for over 30 min on hold when I tried speak with someone by calling ************* and left a VM with no call back yet. They refused to go back to correct their mistakes or even assist to resolve an issue. These people are trash and I'm looking forward in reporting them to *** and taking them to court for a scam they pulled.

  Business Response

  Date: 03/18/2025

  Please see attachment. 

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Furthermore, the representative played the recorded conversation in which you can clearly hear my husband asking the repentance on the phone, what is the average plan? And he was advised that it's a plan that keeps our bill stable every month and no surprise payments and fees. The company sold a payment plan that was not properly explained multiple times and made a promise to keep the payment stable with no surprised payments. Also, the Direct Energy pulled the full amount out of my account without a concent during this entire dispute, leaving me without a next month rent.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 03/28/2025

  Please see attachment. 

• Initial Complaint

  Date:03/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 31, 2024 I renewed my electric plan with Direct Energy. The attached screen shot shows this was a 7 month rate of ***** cents per KWH called the Live Brighter 7 plan and was approved by Direct Energy. The attached screen shot is from February on my online account and shows my estimated contract start date was within 1-2 billing cycles. It say this from October until November. However, since January I have been charged ******** cent per KWH. This has increased my electric bill by $128 over those two months compared to if they would have honored the ***** cents per KWH rate that they approved and posted on my online account on their website that I should have been receiving during this time. I called their customer service line twice and they told me there is nowhere for me to send the documentation I have showing the rate was approved by them. They also said they could not offer any sort of refund to offset the overcharges I was billed because they did not honor the rate they approved over those months. All that they could offer was a $25 gift card and to sign me up for a new more expensive plan. They said since the other months were already billed there was nothing I could do. I find this unacceptable considering their website misled me to believe they were going to enact the new plan in 1-2 billing cycles and offer the rate they approved. I did not receive any notices during this time that the plan was not going to be offered and my account on their website clearly indicated I was going to be billed at the lower rate which they never did, costing me more money with nothing they are willing to do to fix the issue. Thank you for looking into this matter and keeping Direct Energy from taking advantage of other electricity customers.

  Business Response

  Date: 03/18/2025

  Good afternoon,

  Please find attached response.

  Thank you,

  ****
  Direct Energy
  Escalations Associate
  ************
  ******************************

   

   

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I know this sounds like a cliche but I would give them zero stars if I could. After signing up with them a start date of December 21st, the package I signed up for included Amazon prime covered by direct energy. On December 27th I called to let them know I still had not received information on having Amazon prime. It was then that I was told that it could take one to two billing cycles to receive the activation email and supposedly a ticket was put in to notify the company that I did not have Amazon prime. After the 2nd bill I received from them, I contacted them again and was told it would take 10 days. After the 10 days, I contacted them again and was told 4 days. On the fifth day I contacted them yet again and was once again given the runaround. The following day I contacted them, spent almost an hour on the phone with them only to be given the runaround yet again. While I was on the phone with them, I proceeded to sign up with another energy company due to direct energy's failure to uphold their end of the contract. I received my final bill a few days later and they had included the cancellation fee. I had discussed with them several times that it shouldn't be applied due to the fact that they broke the contract not I. I called to have the final bill fixed so I could then pay it and while speaking to them they hung up on me. I do not and would not ever recommend this company to anyone unless you just get joy out of being screwed. (2/14/25)

  Business Response

  Date: 02/21/2025

  Please see attchement. 

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of 5 years. Recently March of 2024 my contract has expired and I renewed with Direct Energy. I was told I shouldn't see too much of an increase to my monthly bills with the new rates as was my concern and I was provided an estimate (yes I understand what estimate means). Since the new rates began I have been paying way more money than I was before. Working with utility billing I know how to breakdown the statements. I am using less electricity on average than the year before but somehow paying what seems to be an extra $75-$100 for using less. I've complained about this on previous calls asking for disconnect fee waivers as they charge an ungodly $30 fee for sending a piece of paper out. I got escalated to a sup who pacified me with the fee waivers and nothing else ever came of it, no review.I called 2/13/2025 to ask for a partial extension of one whole week to which I was advised I couldn't get due to the disconnect notices. I requested a sup and got ***** who put me on hold until almost close of business to tell me he couldn't override and provide me with an extension, even with half of my bill's payment. It's an absolutely disgusting way to offer no override or consideration in special circumstances and what took place in March of 2024 was predatory and distrustful. I wouldn't be in this boat if it wasn't for the lies I was told back in March about the increase and then Direct Energy exacerbates it with $30 disconnect notices fees for what?My history shows my usage and bills and I've pointed that out multiple times. I don't like asking for help but to be told no for something out of my control after being a customer for as long as I have is abhorrent. Direct Energy clearly does not care about their customers.

  Business Response

  Date: 02/21/2025

  Please see attachments. 

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Withoutan agreement from myself and without having collected a deposit and without having a permit from the city of ******, *****. Direct energy started supplying me power and is attempting to collect monies from me in the amoutn of ******.I diud have an agreement with ***************** with whom i did pay a deposit.Power was being supplied to my household and i assumed because i had paid frontier electric a deposit they had begun service for me. Low and behold direct energy essentially stole my business from frontier electric and was supplying me electricity without consent from myself

  Business Response

  Date: 02/26/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:02/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,This complaint is in regard to contract changes made to our electricity account with *********************************************. The account, who is my partner's name, has been changed without approval or notice. We moved service locations in November 2024 where a move request had been arranged. Upon living at the location, we realized that our plan had changed to a much higher rate, almost doubling our previous bills. They changed us to a 2-year contract with a ****** termination fee when we are only on a year lease. When you log into the account it states they received a renewal request which would make no sense since we just renewed back in July 2024. All we are being told is to check back in a few weeks, that they will not cancel the fee since we want to change companies. We have been with Direct Energy since 2021, never missed a payment, and always paid on time. I have escalated this issue to a supervisor, hoping to get resolution but we will see.

  Business Response

  Date: 02/19/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Direct Engery was advertising 12 hours on them and FREE Amazon Prime. I switch providers and canceled my prime membership. I called serveral times regarding my Prime Membership! Direct Engery stated a ticket has been entered or Five days you will receive a link! I canceled service after 30 days due to the reason of the promotion of Prime! Direct Engery now want to charge a termination fee!

  Business Response

  Date: 02/13/2025

  Please see attached response. Thank you. 

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 8, 2024 I went on my Direct Energy Account to look for something and I notice that they had like a plan on their website called live brighter 24 I had asked the lady if I switched to this plan will I be charged for the other plan that I have she said no and than I asked her will I be interrupt with my service and she said no I.asked this sellas lady this 8 times so I get a letter in the mail for discount service so I have called them and told them what this lady said and did and I told her that I wasn't going to just buy anything without asking for more information and she like well I understand and she kept saying that and I am like ** no you don't so I told her that I was going to report them for false advertising and than she connected me with a supervisor and I told them the same thing too and he told me that he was going to listen to the recording of me and the sell lady but never did that and he transferred me to another supervisor and I told her this too and. and she come telling me that I have to pay $197 and ***** a month money that I didn't have right now because I am a disabled person who is sick and have health concerns

  Business Response

  Date: 12/04/2024

  Please see attachment. 

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Because their are nothing but liars and cheaters and thieves just to get a sell I did customer service for 30 years Plus and I know when your training that you're supposed to be honest when your trying to make a sell and not only that when I spoken to a supervisor he read the recording and told me that the other customer service lady was wrong for what she said in the recording and he also apologized for her saying what she said and not only that he directed me to someone else and she didn't read the notes of what the supervisor *** said she sitting hear saying the same oh thing so I really don't give a **** ABOUT DIRECT ENERGY BECAUSE THEY LIE TO MUCH AND THEY DON'T NEED TO BE USING FALSE ADVERTISING TO GET A SELL

  Y'ALL ALSO NEED TO DO Y'ALL JOB BECAUSE YOUR NOT AND Y'ALL SIT HEAR AND LET PEOPLE AND THEIR COMPANIES OR ANY OTHER COMPANY GET AWAY WITH S***

  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 12/09/2024

  Please see attachments. 

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Good morning this is ******* ****** Direct Energy lied again they sent me an email saying that my light bill of $629 is due on the December 12, 2024 my son called me and told me that my lights are off as he was getting ready to take his breathing treatment 
  
  

  Business Response

  Date: 12/10/2024

  Please see attachments. 

• Initial Complaint

  Date:11/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AVERAGE BILLING is a SCAM!!!The average billing program is a scam. The average billing their company provides is a deferred plan. If your bill is more than what they have so called average they defer it and you will owe it at later date or if you switch to another provider you know owe the deferred amount. My water company uses average billing and there is a set amount and if you go over then you pay the overage in the bill due, not defer it and expect payment later. On average my water bill is about ****** sometimes a little more but again it is added in the bill that is due. And it not an outrageous amount either. When I signed up for the average billing offer if I call it was an average of about 250. I have not paid an average bill of that amount since I signed up. My bills with the average was still over 300 plus dollars. I live in ***** and when the summer comes bills have 400 plus. They will tell you what your bill would be and deduct a few dollars as deferred. You pay the bill and they have the audacity to put the overage in a deferred account for the customer to pay at a later date. What is the point average billing , if in fact it is not? The customer is the one that is suffering, no matter what is done the customer is getting screwed over. On the bill it says this is something along the lines of this the amount that you gave saves and not need to pay. Now that I am switching to another company I now *** a deferred amount. How is that possible when I am n average billing.This needs to go to the team that created average

  Business Response

  Date: 11/06/2024

  Please see attached response. Thank you.