Consumer complaints against Direct Energy include issues concerning sales, billing, delivery and customer service. Of 630 complaints lodged with the Better Business Bureau of Houston, Texas, consumers registered 274 complaints regarding products and services and 230 complaints about billing and collection.
Recurring complaints include door-to-door sales representatives of Direct Energy misleading consumers into switching energy providers under the guise of lowering energy costs. Some complaints specifically mention the Nest thermostat, which the sales people said would work with their current energy providers.
Direct Energy representatives later handled complaints rudely or not at all. Consumers complained about poor customer service, saying representatives promised to call back but did not follow through.