Protect Yourself

Don't Let Just Anyone Into Your Home

Whoever thought water heaters could be so confusing. There are some service providers who may knock on your door to suggest replacing your water heater. At Direct Energy, we are committed to providing reliable hot water to all of our customers. We understand how essential hot water heaters are to your home comfort. We suggest you be informed before signing any water heater contract. If you rent your water heater from Direct Energy and are approached by a door-to-door agent at your home, call us before making any decision or signing any contract. In the meantime, we suggest that you ask the following questions when any agent comes to your door:

1. What company do you represent?
2. How long is the contract for?
3. Are there charges to exit the contract if I'm not satisfied with the service?
4. What is the size and experience level of your technician staff?
5. How long have you been in the water heater business?
6. Is there a call centre ready to take my call 24/7?

If you currently rent from Direct Energy, and have questions at any time about your hot water heater or the terms and conditions of your rental, call us at any time. One of our Customer Service Representatives would be happy to speak to you, or schedule a service appointment at no cost to you.

What you should consider before signing a contract

If you are considering signing a contract with a water heater seller ensure you have all the facts. It's important that you have the correct information so that you can make an informed decision.

If you are currently renting your water heater from Direct Energy, please call us before making any decision or signing any contract. We would be happy to speak with you about your water heater, and the benefits of renting from Direct Energy. Before you make any decision, we suggest you review all terms and conditions of any contract in full before signing or agreeing to anything. If you have any questions, our call centre is open 24 hours a day, 7 days a week, to take your call.

If you have already signed a contract

The Consumer Protection Act allows consumers to cancel a contract within 10 days upon receipt of the written copy of the agreement.

If you signed a contract with another water heater rental provider and the salesperson made a false, misleading or deceptive statement, you may cancel the contract within one year after you signed it

There is clear direction of the complaint process on the Ministry's website under Your Rights When You Buy at the Door.

The link to the Ministry's website is www.gov.on.ca/mgs/en/ConsProt/STEL02_173840.html
or you can call 1-800-889-9768.

If you wish to switch back to Direct Energy, we will cover the cost of installing a new water heater in your home, with the exception of any changes to venting in your home required by Code. You will be responsible for paying any cancellation fees charged by another provider.

As with any contract, we suggest that you review the written terms and conditions that come with your Direct Energy rental water heater.

If you have any question or concerns, please don't hesitate to contact us directly at 1-866-502-0034.

Feel like you've been misled by an agent at the door?

Here’s how you can speak up about door-to-door sales activity.

Dale Goldhawk

Host of Goldhawk fights back on the New AM 740, Zoomer Radio & Goldhawk LIVE on Rogers TV.

fightback@goldhawk.com

Ellen Roseman

Personal finance and consumer insight columnist, Toronto Star.

eroseman@thestar.ca

Consumer SOS Global TV

sos@globaltv.com

The Ottawa Citizen

thepubliccitizen@ottawacitizen.com

Ministry of Consumer Services

1-800-268-1142 | www.ontario.ca

(follow the links for Consumer Services)

Have your voice heard!

Call us for answers - 1-877-334-1843