The Truth About Water Heaters

We feel it is our responsibility to ensure our customers have reliable information about water heaters. Please read the following information so that you can make an informed decision.

Question: Does Direct Energy go door-to-door to upgrade or exchange water heaters?

Answer: No. It’s just not the way we do business. Changing or upgrading your water heater is a big decision, you shouldn’t have to make it on the spot. We want to ensure you continue to receive the reliable service and competitive rates you enjoy today as a Direct Energy customer.

Question: Is my current tank unsafe?

Answer: All Direct Energy installations are completed in accordance with the Natural Gas and Propane Installation Code and all of the tanks are CSA approved. Our technicians perform a comprehensive list of checks to ensure all our waters heaters operate to manufacturers and regulatory specifications. Any updates to regulatory standards will be completed when the tank is replaced.

Question: Am I paying higher rental rates with Direct Energy?

Answer: We offer competitve rental rates. To provide the highest level of service requires us to raise our rates to offset rising costs. What's most important to us is that we provide the highest standards of service to our customers. We strive to ensure we have the latest technical equipment, comprehensive diagnostic metrics and the best-trained technicians in the industry.

Question: What is the reason for rust coloured water?

Answer: The majority of water heaters are “glass lined” so this means the interior of the heater has a smooth enameled surface. Over time cracks may appear in the liner which may then result in rust coloured water. In this case you should give us a call. Our technician may suggest replacing the anode or even replacing the water heater. If you rent the unit from Direct Energy this work is usually performed free of charge. Please keep in mind that there could be a high iron content in the water which can also cause rust coloured water.

Question: Is my water heater the correct size for my home?

Answer: If your water heater meets the daily needs of your family for bathing, laundry etc. then it is sized correctly.

If you don’t feel that it is covering your needs, we would be happy to send someone to your home to discuss your options.

Question: What can I do if I have no hot water?

Answer: If you have a conventional water heater then the likelihood is the pilot or ignition system has failed and you should give us a call. Also, if you have a power vented unit you may have to establish if there is still power to the unit. This will vary by manufacturer and you can access instructions by going to their website and look for their Use and Care Manual for specific instructions. Lastly, if your water heater is a Direct Energy rental, call us and we will send out a licensed technician.

Question: Why does it take a long time to get hot water to my faucets?

Answer: This can depend on a number of factors, including the location of the faucet in relation to the water heater. It also might be because of the size and condition of your water pipes.

Question: Are all water heater companies the same?

Answer: Direct Energy is the leading provider of rental equipment in Ontario with 1.4 million customers and a foundation built on over 55 years experience. We feel its our responsibility to ensure you know who your service provider is and what you are signing up for. Direct Energy is committed to providing reliable hot water to all our customers. We understand how essential water heaters are to your home comfort. We suggest you be informed before signing any water heater contract and ask the following questions.

1. What company do you represent?
2. How long is the contract for?
3. Are there charges to exit the contract if Im 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.

 Call us for answers - 1-877-334-1843