Direct Energy Customer Reviews (June 2025 Update)

Updated: June 2025

The best review categories for Direct Energy are their plans and pricing, with an average of 1.0 stars, and the order experience, with an average of 1.0 stars.

Reviews Overall

5th

Plans & Pricing

3rd

Order Experience

4th

Customer Service

5th

Billing & Acct Mgmt

4th

Likely to Recommend

3rd

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Reviews by Star

New York Energy Ratings's Gold Tier Providers are the best of the best in New York electric. These are the best providers over the past year at providing customers and communities great service, stellar customer service, and top of the line resources, just to name a few things. When you select one of these providers, know you're choosing from among the best options in the New York electric market.

Recent Good Review from andrew

On-line signup with direct energy

In less that 10 minutes Kim had me setup for the fixed plan for electricity.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Andrew from Binghamton, NY on December 7th, 2017

Wow, that's great to hear that our customer care agent Kim was able to take care of your needs efficiently. We will be sure to forward this feedback to the appropriate team. Thank you for choosing Direct Energy. Happy Holidays! - Jane

— Direct Energy

Most Recent 5 Star Reviews

2 Customer Reviews Written Overall

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

On-line signup with direct energy

In less that 10 minutes Kim had me setup for the fixed plan for electricity.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Andrew from Binghamton, NY on December 7th, 2017

— Direct Energy

Direct energy

My experience was very good.He explained everything that I need to know.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Carolyn Walker from Brooklyn, NY on March 16th, 2017

Hi Carolyn, thank you for the feedback. Thank you for being a valued customer. Have a nice day! - Cole

— Direct Energy

Most Recent 4 Star Reviews

1 Customer Reviews Written Overall

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

Very satisfied..

Everything seems fine.no problems and good service..

Plans & Pricing
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Account Management
Likely to recommend

— Donald from New York, NY on March 16th, 2017

Thank you for the review, Donald. We are pleased to hear that you have enjoyed the experience while being with us. Have a fantastic day! - Cole

— Direct Energy

Most Recent 2 Star Reviews

3 Customer Reviews Written Overall

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Likely to recommend

Moving on from Direct Energy

I've been a Direct energy customer for several years. Upon renewal for the contract, I received a letter for my gas & one for electric usage. There is no place in the letter & or contract that says "To call Us to renew". I want cancelling so I thought, I should be ok where I am, and I will be in my plan. Well no, I was wrong. I'm on second bill that is sky high because of the new rates... Why isn't my supplier going to Bat for me? They are just squeezing me for more money. I did get $100 in a prepaid VISA to compensate for last months charges, but nothing for the same high rate again this month. Bastards. Can't adjust their billing statements? What a crock of crap. Buyer beware....

Plans & Pricing
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Account Management
Likely to recommend

— Disappointed_NY from Rochester, NY on April 1st, 2019

Good Afternoon,

Renewals may be processed via phone, live chat or in the online portal. The renewal notices are issued as a notification of the current contract expiration date. We do apologize if the renewal notice was not thorough enough to explain how to renew the account. I am glad you received the $100 Visa gift card. Once enrollments and/or renewals are submitted, it can take 1-2 bill cycles to take effect on the billing. Should you have any additional questions or concerns, please feel free to reach out to us via phone, live chat or email. Thank you and have a pleasant day!

-Marie

— Direct Energy

Bait and Switch Billing Practices

Our electric bill more than doubled and for months we soul-searched to determine what we were doing to use so much power. Then I went online and looked at the rate we were paying vs. NYSEGs rate at the same time. We were regularly paying DE as much as 3X NYSEGs rate. So we switched back yesterday.

After speaking with NYSEG, we learned that DE lured us away from NYSEG a year ago or so into a slightly cheaper fixed-rate plan with a fixed term. We took the bait! Then when that term was up we were put on a sky-high variable rate. Had we stuck with NYSEGs low (and regulated) variable rate we woul have saved hundreds!

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Likely to recommend

— Bait And Switch Billing Tactics! from Lancaster, NY on January 11th, 2019

We are sorry to hear that you have seen a price increase. We would be happy to review this further and work to locate a more affordable plan. Please email us at dedigitalcare@directenergy.com with your account details and we would be happy to follow up. -Allie

— Direct Energy

Renew or PAY

I didn't renew and they put us on a plan that costs 14.5/kwh! They offered a $75 rebate. I think I paid thousands too much over the past years I didn't notice. My average bill is over $200, and I currently owe $900.

Plans & Pricing
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Likely to recommend

— DaveyKilledByWatts from Victor, NY on May 31st, 2018

We apologize for our delay in response to your review, but we do want to let you know that we do take each one very seriously and we want to try to resolve this for you. In regards to your rate plan, without your consent, we won't put you on a new fixed rate. We want to make sure that your rate plan is chosen by you based on what works best for you and your budgeting, but we can completely understand how you would feel upset over your current pricing. If this is still the pricing you are on, please email us at dedigitalcare@directenergy.com so we may investigate this for you and come to a resolution! Thank you -Kate

— Direct Energy

Most Recent 1 Star Reviews

4 Customer Reviews Written Overall

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Likely to recommend

Prices

Terrible charging me double would not reimburse me by bill was so high for the last year2024. No one contacted me to say my lock in had expired. Bad bad company

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Account Management
Likely to recommend

— Gerald Conroy from Pearl River, NY on September 16th, 2024

Thank you for your feedback. We would like to learn more about your experience and see if there's anything we can do to help. Please send us an email at ga-decustomerhelp@nrg.com with your account #, REF #1007 and additional information.

— Direct Energy

Aggravation with aggregation

Opted out of being switched to Direct Energy. My account was still switched. After 2 billing cycles, I am getting my gas from NatGrid paying a much lower rate. The subsequent calls to have my account credited took a monumental effort of a third party. It is so awful that I filed a complaint with the NYS Dept of Public Services and was told a rep would contact me providing info regarding this account. Rose left me a message 2 days in a row and when I called the # provided back, I was told there is no Rose and my account is closed. No further information.
I am hoping that the efforts of this 3rd party will bring this billing nightmare to an end

Plans & Pricing
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Likely to recommend

— Didnt Ask For This from Manorville, NY on June 23rd, 2023

Hi there. We offer you our most sincere apologies for the inconvenience you experienced, this is definitely not the experience we want for our dear customers. We would love to fully investigate this situation and work with you on the best solution for this case. We invite you to please contact us by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1, for your convenience, we are available Monday-Saturday 7:30 a.m. to 8:00 p.m. all times are central. It will be a pleasure to serve you and show you how important you are to us. Thanks for the feedback, we will be waiting for you. We wish you a great weekend! - Marta / Digital Care

— Direct Energy

Over charging Rochester NY customers by 300 percent

Get off this scam ASAP, just switch to RGE

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Carey from Webster, NY on September 1st, 2020

Hi, I am deeply sorry for any confusion this may have caused you. I certainly understand where are you coming from. One of the benefits to be with Direct Energy is that we offer price protection which is giving you the peace of mind knowing that your rate won't change during the contract versus to the local company that offers a variable plan so you take the risk of paying a higher rate during the high season. We would like to clarify any confusion you may have. Please connect with us through www.directenergy.com We are looking forward to hearing from you soon! - Emma / Digital Care

— Direct Energy

Keep an eye on your bill

I was on a fixed rate plan for my house with Direct Energy. When the fixed rate contract ended I did not sign up for another fixed rate contract and was automatically shifted to market rate pricing. Over time their "Market Rate" has crept higher and higher each month. My shop, an couple hundred yards from the house, is on a market rate plan with Ambit New York. The rate charged on my February bill from Ambit is .05902. The rate from Direct Energy is .174487. Nearly 3 times higher! So, what is the true market price? Is Ambit selling power at less than market value? I doubt it.

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Likely to recommend

— Dave from Locke, NY on February 15th, 2019

Hi Dave. We understand how important it is to keep prices down. Market rates change multiple times during the year which is why our customers can lock into a price thats guaranteed for 12, 24, or even 36 months in some cases. We would be happy to help locate rate options in your area. Just email your account information to dedigitalcare@directenergy.com and we will follow up! Thanks, Allie

— Direct Energy