The maintenance plan that was purchased from Direct Energy is an auto renewed annual plan The customers are sent a notice in the 11th month of the plan, informing them that they are coming up on their annual renewal, and can cancel at that time if they choose The payment is set up as an authorized bank draft or credit card payment, and this is why the customer was asked for drivers license information upon the purchase of the plan This is also clearly spelled out in the Welcome Packet that the customers receive after they sign up on the plan, and explains that the plan is an auto renew plan This usually is sent out with in a few weeks of the purchase date One Hour is the servicing contractor of the plan for this Cincinnati Market We provide all maintenance and service to the homeowner as needed All administration of the plans are done from the Direct Energy home office, and all refunds are sent by them direct to the homowners Our customer service manager just got this message yesterday, and returned his call explaining what happened She told him we would make sure to get his refund processed, and send it through to the cancellation deptat Direct Energy as requested They will process the full refund, and sent it directly to customer If the homeowner wishes to speak to us directly today, please call our Customer Service Manager, Mary, at 513-685-for any additional information
I am very sorry that you feel there was a miscommunication on the purchase of the protection plan last year. We have more than homeowners that participate in the Direct Energy Protection and Maintenance Plan in Cincinnati, and have participated in the auto renew program. Most of our customers have viewed it as an easy and convenient way to do business, and keep their maintenance and protection plan active. I understand your concerns, and hope you continue to use our Company as a Service Provider
I will be sure to have our Customer Service Manager expedite your refund with Direct Energy as mentioned in the prior email. If you want to discuss this further, please reach out to Mary or myself at 513-685-
Sincerly,
Joe Gertz
General Manager
All repairs that are made to any existing systems are approved by the homeowner before doing any service. We make this very clear, and always provide the homeowner multiple options, including replacement if the system is too old. Many customers decide to repair verses replace the
a/c system and hope the system lasts a little longer. In this case, we were out several times for three different problems. The final visit included an electrical repair, which was caused by a failed compressor on the a/c, essentially causing the failed breaker. In all service calls, our technicians strongly recommended replacement of the the a/c due to age and poor condition of the unit. This is clearly noted on each of the invoices that were left with the homeowner
After the compressor failure, we sent a sales advisor to the home to quote a full replacement, however was unable to get the new installation approved. We always offer full credit of any repairs toward the purchase of any new systems if this would have been approved
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I made my payment to the technician (Jason Conard) I was told the License # was just standard procedure to verify my payment. There is no where on that initial paperwork (invoice #290678 : job #559871) , nor was I ever told, this is/was an automatic renewal program. If that were the case I would not have allowed any work to be done.
I did receive a brochure later entitled "Home Comfort: One Less thing to worry about" that pointed out the level plan I had chosen for 1 year. Now, as I inspect that brochure, it does say in very small print at the bottom of the last page that the plan will automatically renew. But that is not CLEARLY STATED, as was the response from One Hour H/A nor does it state that the reason for giving my License # was for the sole purpose of debiting my account when the renewal date arrived. This practice of deception preys on the uneducated and under-educated and is clearly meant to enhance profit ahead of customer support/satisfaction.
I would like to know if others have complained about the same practice, and if so, why since it is CLEARLY STATED!
Regards,
[redacted]
The maintenance plan that was purchased from Direct Energy is an auto renewed annual plan. The customers are sent a notice in the 11th month of the plan, informing them that they are coming up on their annual renewal, and can cancel at that time if they choose. The payment is set up as...
an authorized bank draft or credit card payment, and this is why the customer was asked for drivers license information upon the purchase of the plan. This is also clearly spelled out in the Welcome Packet that the customers receive after they sign up on the plan, and explains that the plan is an auto renew plan. This usually is sent out with in a few weeks of the purchase date. One Hour is the servicing contractor of the plan for this Cincinnati Market. We provide all maintenance and service to the homeowner as needed. All administration of the plans are done from the Direct Energy home office, and all refunds are sent by them direct to the homowners.
Our customer service manager just got this message yesterday, and returned his call explaining what happened. She told him we would make sure to get his refund processed, and send it through to the cancellation dept. at Direct Energy as requested. They will process the full refund, and sent it directly to customer. If the homeowner wishes to speak to us directly today, please call our Customer Service Manager, Mary, at 513-685-1693 for any additional information.
The maintenance plan that was purchased from Direct Energy is an auto renewed annual plan The customers are sent a notice in the 11th month of the plan, informing them that they are coming up on their annual renewal, and can cancel at that time if they choose The payment is set up as an authorized bank draft or credit card payment, and this is why the customer was asked for drivers license information upon the purchase of the plan This is also clearly spelled out in the Welcome Packet that the customers receive after they sign up on the plan, and explains that the plan is an auto renew plan This usually is sent out with in a few weeks of the purchase date One Hour is the servicing contractor of the plan for this Cincinnati Market We provide all maintenance and service to the homeowner as needed All administration of the plans are done from the Direct Energy home office, and all refunds are sent by them direct to the homowners Our customer service manager just got this message yesterday, and returned his call explaining what happened She told him we would make sure to get his refund processed, and send it through to the cancellation deptat Direct Energy as requested They will process the full refund, and sent it directly to customer If the homeowner wishes to speak to us directly today, please call our Customer Service Manager, Mary, at 513-685-for any additional information
I am very sorry that you feel there was a miscommunication on the purchase of the protection plan last year. We have more than homeowners that participate in the Direct Energy Protection and Maintenance Plan in Cincinnati, and have participated in the auto renew program. Most of our customers have viewed it as an easy and convenient way to do business, and keep their maintenance and protection plan active. I understand your concerns, and hope you continue to use our Company as a Service Provider
I will be sure to have our Customer Service Manager expedite your refund with Direct Energy as mentioned in the prior email. If you want to discuss this further, please reach out to Mary or myself at 513-685-
Sincerly,
Joe Gertz
General Manager
All repairs that are made to any existing systems are approved by the homeowner before doing any service. We make this very clear, and always provide the homeowner multiple options, including replacement if the system is too old. Many customers decide to repair verses replace the
a/c system and hope the system lasts a little longer. In this case, we were out several times for three different problems. The final visit included an electrical repair, which was caused by a failed compressor on the a/c, essentially causing the failed breaker. In all service calls, our technicians strongly recommended replacement of the the a/c due to age and poor condition of the unit. This is clearly noted on each of the invoices that were left with the homeowner
After the compressor failure, we sent a sales advisor to the home to quote a full replacement, however was unable to get the new installation approved. We always offer full credit of any repairs toward the purchase of any new systems if this would have been approved
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I made my payment to the technician (Jason Conard) I was told the License # was just standard procedure to verify my payment. There is no where on that initial paperwork (invoice #290678 : job #559871) , nor was I ever told, this is/was an automatic renewal program. If that were the case I would not have allowed any work to be done.
I did receive a brochure later entitled "Home Comfort: One Less thing to worry about" that pointed out the level plan I had chosen for 1 year. Now, as I inspect that brochure, it does say in very small print at the bottom of the last page that the plan will automatically renew. But that is not CLEARLY STATED, as was the response from One Hour H/A nor does it state that the reason for giving my License # was for the sole purpose of debiting my account when the renewal date arrived. This practice of deception preys on the uneducated and under-educated and is clearly meant to enhance profit ahead of customer support/satisfaction.
I would like to know if others have complained about the same practice, and if so, why since it is CLEARLY STATED!
Regards,
[redacted]
The maintenance plan that was purchased from Direct Energy is an auto renewed annual plan. The customers are sent a notice in the 11th month of the plan, informing them that they are coming up on their annual renewal, and can cancel at that time if they choose. The payment is set up as...
an authorized bank draft or credit card payment, and this is why the customer was asked for drivers license information upon the purchase of the plan. This is also clearly spelled out in the Welcome Packet that the customers receive after they sign up on the plan, and explains that the plan is an auto renew plan. This usually is sent out with in a few weeks of the purchase date. One Hour is the servicing contractor of the plan for this Cincinnati Market. We provide all maintenance and service to the homeowner as needed. All administration of the plans are done from the Direct Energy home office, and all refunds are sent by them direct to the homowners.
Our customer service manager just got this message yesterday, and returned his call explaining what happened. She told him we would make sure to get his refund processed, and send it through to the cancellation dept. at Direct Energy as requested. They will process the full refund, and sent it directly to customer. If the homeowner wishes to speak to us directly today, please call our Customer Service Manager, Mary, at 513-685-1693 for any additional information.