Day: September 15, 2008

To Direct Energy

Please stop having your call centers lie to current or future customers.
 
I have some services with Direct Energy, including the rental of my water heater and maintenance plans for my furnace and AC.
 
Twice now I’ve been called by your Direct Energy call centers saying, and I quote, that I’ve "missed my renewal date for my Natural Gas Price Protection Plan". This is the 5 year plan that you have that would lock me into receiving my natural gas at a fixed price.
This is interesting because:
1. I’ve never been signed up for that plan
2. I’ve only lived in this house for a little over two years, so I’ve never had a chance to renew, let alone miss that date
 
I asked the person on the phone when I had signed up, and they told me that they didn’t have access to that information and they were just told to say that I missed the renewal date.
This is an obvious lie, and since they were instructed to do so, then this is a lie that was started with Direct
According to your own Customer Charter, you promise to do the following:
 
# We promise to respect your property and respect your intelligence. We’ll give you all the facts, do what we say we’re going to do and leave things as clean as when we got there.
 
# We promise to stand behind our employees, our work and our products. If there’s a problem, we’ll do everything we can to make it right. We’ll earn your trust and then continue to live up to that standard. 
 
It appears to me that you’ve broken the first promise, so are you going to stand up and correct your mistakes or continue on lying to your current or future customers.
 
There is a positive note to all of this.
 
When I called your sales office, I was told that I could be added to a "do not call" list, and I asked to be added to that list. The sales person that I talked to was very apologetic and polite, and was just as confused as I was as to why I was being called to renew a product I never had.
 
Thank You