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Business Profile

Electric Companies

Direct Energy, LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

This business has 2 alerts

Complaints

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

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Direct Energy, LP has 44 locations, listed below.

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    Customer Complaints Summary

    • 154 total complaints in the last 3 years.
    • 42 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/30/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 received a check for $23.29 (i have not deposited it) from Direct Energy Services. I tried to call the number listed but I got no response. I suspect that this is is a scam, since I never signed for any services from this company. Could you investigate for me.Thank you very much ******* *****

      Business Response

      Date: 11/08/2024

      Good afternoon,

      Please find attached response. 

      Thank you,

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

      Customer Answer

      Date: 11/13/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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:10/18/2024

      Type:Billing Issues
      Status:
      Resolved
      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 energy bill went up so I contacted Direct energy in Sept/2024, to find out why. I spoke to ******* ******, who told me that my plan expired in Feb & that she will put me in a lower plan with a 35 months contract & that I would have a credit for $207.22 on my next bill. I received my bill for this mouth it is $528.I called to dispute this ****, spoke with ************** manager ****** who was zero help. I requested ****** to pull the audio where ms ****** tells me that the $207.22 is a credit! He does & confirms it but tells me that was an error on her part & offered an apology! Thats all. Thats it. An Apology. I said to him had I been given the correct information I would have made a more informed decision! Why are you holding me accountable for ms ******* mistake! Thats poor customer service & is unfair to me as the customer! I called to lower my bill from $175 & ended up with a $528 payment! He didnt have much to say just that they can give me a $25 credit! Which obviously doesnt help when my bill is $528! He also lied on me and said that I okayed her to remove me from average billing. Why would I request her to do that if it defeated the entire purpose of me calling to begin with?! Obviously, that was an error & since ms ****** is the one being paid & trained by ** it is her responsibility to explain to me that if she removed me from average billing it would make my bill go up! She couldnt explain that to me because I did not tell that woman to remove me from average billing, obviously, that was misunderstood! They do NOTHING to assist the customer. They will make you wrong for their mistakes!!! ** needs to make this right, a $528 bill in a month all because of their ignorance is WRONG!

      Business Response

      Date: 11/04/2024

      Please see attached response. Thank you. 

      Customer Answer

      Date: 11/13/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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 simply because I no longer wish for the back and forth only for DE to issue me a measly $50  credit. charging me over $500 on a bill due to an uniformed agent and poor customer service.



       

    • Initial Complaint

      Date:10/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      **************** missed information of products offered. Name of product not accurate customer offers to be on the spot with out an opportunity to check in writing what was offer. I was not told of the price on the cancellation fee in writing and was not given the opportunity to read and take a decision off the verbal offer I was not given a chance or told off date that I could cancel the product offered. There was a malpractice off ethics.

      Business Response

      Date: 10/14/2024

      Please see attachments. 

    • Initial Complaint

      Date:09/16/2024

      Type:Product Issues
      Status:
      Answered
      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 problem with Direct Energy began six months ago. I am a senior and received help paying for my electricity bills. I noticed that my energy bill was increasing substantially even though I had balance billing, each month my bill was different and higher than the previous month, before the summer months. My contract was due for renewal in April, 2024. I chose to change energy provider days before contract expiration. I was charged an early termination fee. My current issue is that I left a credit of $1500 at Direct Energy. After many telephone conversations requesting a refund of the monies, I was told by a supervisor that the agency who pledged the money had to make a request. I contacted the agency who related that they had made a request to Direct Energy, but had no control over how long the transaction would take. To date Direct Energy has not contacted me nor the pledge agency with any information on the *** of the refund. *** has the funds been released. This delay has placed an extra burden on me as I live on a fixed income and need help as soon as possible. I am requesting help in getting Direct Energy to refund this money. Thank you.

      Business Response

      Date: 09/24/2024

      Please see attached response. Thank you. 

    • Initial Complaint

      Date:09/11/2024

      Type:Billing Issues
      Status:
      Answered
      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 was previously with Cirro energy and was signed into a new contract with Direct Energy. The day the account was created, by a door-to-door salesperson, not me, I called to cancel because I did not approve this. Per their contract, you can call up to 3 days of the account being made to cancel, and I did the day of. I spoke with a lady on the phone and she confirmed the account was canceled. A month later a bill by Direct Energy came in the mail. I called again and a they told me it will take up to 30 days to be approved. I have called ***** and they said they can continue my contract as long as Direct Energy cancels the account, but yet they still have not. The account was created as of July 27, 2024, called to cancel July 27, 2024 (was not cancelled), called again August 8, 2024 and was told waiting will take up to 30 days, and now called on September 11, 2024 waiting for the account to be cancelled. I am not paying the bill they are charging me nor the cancellation fee because it should have been cancelled by the first day, and they are at fault of that.

      Business Response

      Date: 10/02/2024

      Please see attached response. Thank you. 

    • Initial Complaint

      Date:09/10/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Two salesmen came to my door and acted like they were with our current service providers and were there to investigate a billing issue. Once we were signed up, I looked the company up and found many bad reviews so I tried to cancel the transfer of our services by calling the number that was sent with my conformation email. Once I was able to speak to an agent they informed they could not help me since I called the texas number and I am from **** even though I was calling the right number according to my email and their website. The agent gave me two numbers to call which were both disconnected. Then my fiancee called back and they gave us another number that was out of service. Giving us no way to cancel our service.

      Business Response

      Date: 09/19/2024

      Good afternoon,

      Please find attached response. 

      Thank You,

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

    • Initial Complaint

      Date:09/06/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      we had a Salesmen come to our door, on a Monday, offering us services, he told my fiance there was no withholding on our other acct with our current company, and all we had to do was pay a deposit and we would have service with direct energy with NO problems, my fiance got an email on 9/6/24 saying they need more info, and that there was a switch hold on the current power company we were with and we need the refund, these people come to your door and sweet talk anyone to get you to switch, I'm disappointed you all are taking adiabat and scaming people out of money who are on a FIXED income who live in INCOME BASED HOUSING!!!

      Business Response

      Date: 09/23/2024

      Please see attached response. Thank you. 

    • Initial Complaint

      Date:08/31/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Complaint is about 2 electrical companies: #1 Reliant and #2 Direct Energy. My primary company was Reliant back in April of 2024. A young man came and changed me to Direct Energy and told me it was the same company, but I would be saving money. Since then, Ive been billed from both companies. In May I paired Direct Energy, in June I paid Reliant and Direct Energy, in July I paid Direct Energy and now in August I dont know what company to pay. I get 2 electrical bills from both companies. The young man did not help me only created health problems for me. I am a disabled , elderly man surviving on my social security check making ends meet. I have several medical conditions (high blood pressure, anxiety, and mood disorder among others) that are sending me to my doctors because of these pilling bills. I feel I was taken advantage of like many other elderlies that are vulnerable due to age and technology. I cannot be paying 2 light companies. I need help.

      Business Response

      Date: 09/17/2024

      Please see attachment. 

    • Initial Complaint

      Date:08/27/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Two gentlemen arrived at my door pretending to be there to resolve an error in my billing with my electrical rate. They asked for my information and then the next page on their tablet had a box to sign something so I got suspicious. Sure enough the page was to sign up and for their gas rate. I showed them my current rate and they decided everything was good and left.While I'm happy I didn't end up signing up, their misrepresentation and blatant attempt to scam me under the pretense of a billing error was disgusting. A company that sends out representatives lying to folks to get sign-*** is not a real business it's a scam

      Business Response

      Date: 09/05/2024

      Good day, 

      Please find attached response. 

      Thank You, 

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

       

      Customer Answer

      Date: 09/06/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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:08/14/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Service date began June 12, 2024 Twelve Hour Power Plan 18.9 - billed *******/kwh Paid $712.14 total Paid $417.14 for 41 days of service Energy charges exceed the agreed plan charges per kwh are incorrect i)Please see ALL energy charges billed ii) Oncor delivery charges should be reviewed Requesting refund for over charges Direct Energy finds no fault in their billing

      Business Response

      Date: 08/16/2024

      Please see attachment. 

    Direct Energy, LP is NOT a BBB Accredited Business.

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