Direct Energy Marketing Limited
Failed to comply with service

Direct Energy has sold us a heating protection plan which involves repair, replacement of parts and cleaning of the furnace and air conditioner units at 34 Shendale Drive, Etobicoke, Ont. On October (We also had the protection plan on 33 Esmond Cres. Etobicoke, Ont.) I had called during the winter and the technician who attended performed the cleaning of the furnace but stated that there was a portion of the furnace that belongs to the A/C unit and he couldn’t finish the job because I had no coverage on the protection plan for the A/C maintenance (this is just one unit that it is used in the summer by A/C so the cool air goes around the house and in the winter the heat would go around the house) This is not what I was told by Direct Energy when they solicited the business from us. However on April or May we decided to add the A/C protection plan since the technician had advised us that the unit was not going to work properly unless the job was performed in full. We placed a call to get unit clean and the technician who came to the house has tagged the furnace and shut down the gas at the water tank. The paper work left behind only specified that the water tank had to be replaced and we needed a new liner installed at a cost of $400.00. When I called to find out what was wrong with the A/C no one was able to help me and tell me what the solution was. The furnace had a crack in the air exchangers and some sort of blockage in the A/C unit, however we had no solution to the problem. After getting transfer from department to department, wasting lots of time in the telephone and not getting any answers, I asked them to send another technician, this technician said that there was not problem with the A/C unit but still did not work properly. After calling again and getting nowhere we decided to call another company to fix the problem. Therefore there is no need for the protection plan from Direct Energy and we cancelled. They stated that we had to pay for the diagnostic and labour charges $208.00 tax (what labour?) I’m only asking what I think is fair; to reverse $208.00 plus tax from my Enbrige gas account #05 01 49 295834. We had paid them several months for a service that was never completed to our satisfaction. 1. Direct Energy failed to comply with the original heating/cooling protection plan deal. 2. Direct Energy should assess the units before selling a plan that it is not suitable for every homeowner. 3. Direct Energy collected money every month and when a problem arrived they failed to provide a solution. This is very unethical business practice. As a homeowner I do not understand about heating and cooling technical issues, therefore we should have some protection from companies that try to collect and then collect more from consumers.

Thanks for your attention to this matter.

Liliana Quevedo and Miguel Quevedo 416-744-0841quevedosanti@hotmail. Comliliana. Quevedo@cibc.com

Company: Direct Energy Marketing Limited
Country: USA

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