Direct Energy reverses decision on negative-option contract changes
TORONTO – Media reports and public outcry has led Direct Energy to reverse a set of contract revisions just days after introducing them.
In the past month letters had been mailed out to customers of Direct Energy informing them of the contract change. The letter explained that on April 2nd, customers would be locked into a new agreement, that would force them pay for their old water tank if they want it removed. It would also apply to anyone who bought the house.
Currently, water tanks will be removed free of charge by Direct Energy.
Gunter Jacksch, a Direct Energy customer who lives south of Barrie, is fuming over the letter. “It’s a negative option,” Jacksch said, “you must call them if you don’t accept the new contract and that to me is a no no, an absolutely no no.”
Though Thursday afternoon, Direct Energy issued a statement reversing their decision on the contract changes. “we have decided to withdraw our letter and the proposed changes to terms and conditions. No changes to terms and conditions of our water heater contracts will occur at this time.”
Rob Comstock, Senior Vice President of Canadian Services for Direct Energy, apologized for causing confusion among customers, saying the company failed to communicate effectively. “I apologize wholeheartedly for the confusion this has caused and to our customers, we have not communicated this insitiative as well as we could have,” said Rob Comstock, Senior Vice President of Canadian Services. “I also want to say sorry to those who had difficulty getting through to us during a period of unprecedented call volumes. Please accept my apologies.”
Read it on Global News: Global Toronto