Update by user Jun 30, 2020 UPDATE 6/30/2020 The link provided by someone at the company just sent me bouncing around form chat to chat to chat. All saying they cannot help me and give me a bunch of phone numbers to try that again either blind transfer me to a line that is not taking calls, customer service person that state it is with accounting since January 2020, or transferred from person to person that cannot help! I am still waiting for my approved refund for work done all while they have no issue billing me every month like clock work. How can a company be in business if they are keep money that they have already approved because I pay for a service that they could not render in my area. They approved the refund because they couldn't assist. They tried sending multiple plumbers that would call and say no they do not service my area, they approve a refund and refuse to send the funds! This is the WORST customer service I have ever dealt with. Original review posted by user Feb 21, 2020 We have been using Home Warranty of America as our home protection plan for the inside of our house. When they offered Direct Energy plans for the outside we said sure, we have great experience with HWA and if linked up sure. WOW they are the opposite of HWA. HWA is helpful and true to their word. Direct Energy has been a nightmare. We had a sewer line collapse less then a foot from our homes foundation. We called and made a claim. The required we use their plumber, we had sewer/black water all in our basement and first floor but said fine we will wait for your plumber to fix the line even though we had someone ready to go. A day and a half later they said that the plumber was about to call us to schedule. The plumber calls to tell us they do service our area. The fight begins to get them to approve our plumber. THEY NEVER DO until weeks after we have the work done I call to cancel the plan and they say please don't we will fix this. A week later the claim was approved to use our plumber, we send them proof of work/invoice, they call us again we need proof you paid. OK, send them the statement because we had to finance the work, the call again after a few weeks and say we are approved up to the max allowed and they are putting in for the refund check. Great! This was around December 4, 2019. We are in February 21, 2020 and we still have not received and every time we call since January they tell us the check need to go into process and then its another 3-5 weeks. I ask to speak so a supervisor and they never have one avail, never. I have called they have hung up, or kept us on the phone for hours with no resolutions, or blind transfer me to people and I go back in the same circle. At this point they are scamming us, paying for a service and not get said services. Truly not worth the time or aggravation.