Direct Energy Customer Reviews (May 2025 Update)

Updated: May 2025

The best review categories for Direct Energy are their plans and pricing, with an average of 3.0 stars, and the order experience, with an average of 3.0 stars.

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MA Energy Ratings's Gold Tier Providers are the best of the best in Massachusetts 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 Massachusetts electric market.

Recent Good Review from Ginny T

Great price offered

I wish I had known earlier how easy it is to choose a provider with the best rates! It was very easy to switch provider to Direct Energy.

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

— Ginny T from East Bridgewater, MA on March 20th, 2024

Hi Ginny. Thank you for taking time out of your day to leave us a review. We are happy to provide great customer service and appreciate your business.

— Direct Energy

Most Recent 5 Star Reviews

1 Customer Reviews Written Overall

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

Great price offered

I wish I had known earlier how easy it is to choose a provider with the best rates! It was very easy to switch provider to Direct Energy.

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

— Ginny T from East Bridgewater, MA on March 20th, 2024

Hi Ginny. Thank you for taking time out of your day to leave us a review. We are happy to provide great customer service and appreciate your business.

— Direct Energy

Most Recent 4 Star Reviews

1 Customer Reviews Written Overall

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

Tim Easton ma

Always staying in contact with me.

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

— Tim from North Easton, MA on December 20th, 2017

Tim, we are happy to help. Thanks for the review. Have a great day! - Cole

— Direct Energy

Most Recent 1 Star Reviews

5 Customer Reviews Written Overall

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

Unsatisfied

I canceled direct energy in February...they say it takes 2 months for the billing cycle to complete.....during this time even tho you canceled they are still billing you. . I find this to be unfair

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

— Martha from Chelmsford, MA on May 8th, 2023

Good afternoon, Martha. Our main objective is to take care of our customers, and we are sorry if we missed the mark with you. We would love to have a new opportunity to serve you as you deserve and to show you how important you are to us. Please feel free to reach us anytime by phone toll-free at 1-888-305-3828, or you can also chat with us at http://ms.spr.ly/DESocial1. We will do our best to regain your trust in us. We look forward to hearing from you soon. Please take care and be safe! - Marta / Digital Care

— Direct Energy

Utility Rate of Direct Energy

It was with shock and anger that I was being billed by Direct Energy .208313 per kilowatt for the cost of electricity at my home in Hopedale Massachusetts. When my daughter and her family moved into my home back in 2015 I allowed my son-in law to purchase electricity rates on line and he signed up for a very attractive rate with Direct Energy. Immediately following the expiration of this agreement, Direct Energy started increasing the cost of electricity charges on my account. Since I paid my bills by direct debit I never actually looked at the charges on my bill until recently. I was not only shocked at the charges but quite pissed off! I filed a complaint with the Attorney General.

Unfortunately, Massachusetts Deregulated electricity rates when they allowed consumers to purchase energy direct. This is how these companies make their money on consumers like myself that loose track of billing rates and contracts.

Beware is all I can say. Don't get trapped like I did. Utility Companies like National Grid or Eversource Electrical are required to shop the rates with suppliers of two times per year and are still regulated by Massachusetts for the rates they charge.

Stay aware from Direct Energy as they are thieves as far as I am concerned!!!!!!

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

— Barry Quinlan from Hopedale, MA on January 27th, 2021

Hi Barry, I want to start off by sincerely apologizing for your negative experience with our company as it is our aim to be as transparent with customers as possible regarding their accounts. Direct Energy is a supplier company that can offer you price protection during the contract and we normally send renewal notices 30-60 days prior to the end of the contract to avoid any inconvenience. If there is anything we can do to help you with a new contract please, feel free to contact us at any time. It will be a pleasure to help you. All the best! - Zoeh / Digital Care

— Direct Energy

UNSATISFACTORY CUSTOMER SERVIC

TRIED TO ESTABLISH HOME RESIDENTIAL SERVICE AND WAS UNSUCCESSUFUL
AFTER OVER AN HOUR ON THE PHONE TO 3 DIFFERENT PHONE NUMBERS AND
MULTIPLE CALL TRANSFERS, WAS NEVER ABLE TO FIND A REPRESENTATIVE WHO COULD HELP ME
LOCATED IN THE UNITED STATES... ALTHOUGH I REPEATEDLY REQUESTED THIS.

THE BUSINESS CUSTOMERS GET A US. REPRESENTATIVE IMMEDIATELY BUT NO ONE AVAIL. FOR RESIDENTIAL SIGN UP. I F A CUSTOMER CAN NOT GET A LOCAL REP WHEN THEY ARE WISHING TO APPLY FOR SERVICE. ONGOING CUSTOMER SERVICE WOULD NOT BE GOOD EITHER.

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

— Massachusetts Residential Customer (potential) from Cambridge, MA on April 18th, 2019

Hi,

We wanted to take a moment to apologize that your experience was less than exceptional. We are working diligently to improve processes within our company to ensure that we have consistently great customer satisfaction.

Customers may connect with us by phone, live chat on our website or social media platforms should they have any questions or concerns. Please feel free to reach out to us, thank you and have a pleasant day!

— Direct Energy

WOULD GIVE A F- F- F- IF I COULD

NOT ONLY IS DIRECT ENERGY LIARS, THIEVES AND HYPOCRITES BUT THEY ARE STOKER'S TOO. THIS COMPANY HAS CALLED AND CALLED ME AFTER I DIRECTLY ASKED THEM NOT TO EVER CALL ME AGAIN. THEY USE NUMEROUS NUMBERS EVERY TIME I BLOCKED THEM AND EVEN AFTER I REPORTED THEM. MY BILL CLIMBED 150% AFTER GOING WITH THEM. THEY TOLD ME ONE AMOUNT AND THEN CHARGED ME A HIGH RATE ABOVE OUR AGREEMENT, NEVER SENDING ME THE WRITTEN AGREEMENT AS PROMISED EITHER. THIS COMPANY IS A LIAR, A THIEF AND STOKERS! NEVER EVER GO WITH THEM! LEARN FROM MY MISTAKE PEOPLE!!!

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

— AUDREY from Leominster, MA on February 15th, 2019

Audrey, We do not promote this type of behavior and would like to address this asap. Please email us at dedigitalcare@directenergy.com with your account information/phone and we will work to get you added to our Do Not Call list. Thanks, Allie

— Direct Energy

Not there when you need them

Call for service, there is no option for service! Can't locate a service number on the website either! They dont open till 7:30... what about the 24/7 service they advertise! My local company may be a little more, but they answered right away!

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

— Not There When You Need Them. from Fall River, MA on November 9th, 2018

We can always be reached via email at dedigitalcare@directenergy.com. Please send your account information and we would be happy to help you with any concerns you have :) - Allie

— Direct Energy