Explore Direct Energy Plans
PROVIDER REVIEW
Direct Energy Review 2026
Direct Energy has established itself as a major player in the Texas electricity market since relocating its headquarters to Houston in 2012. Now part of NRG Energy following a $3.625 billion acquisition in 2021, the company serves nearly 4 million customers across North America. Customer reviews reflect a solid 4.4-star rating with an NPS of 48, indicating generally positive experiences. However, the company logged 155 PUC complaints over the past 12 months, exceeding the industry average of 120, suggesting some regulatory concerns worth monitoring.
DIRECT ENERGY
Complete Provider Analysis
Direct Energy distinguishes itself through extensive plan variety, including prepaid Power-To-Go options and multiple brand offerings like First Choice Power and Bounce Energy. The company’s customer service score of 60/100 shows moderate satisfaction, while its billing clarity score of 46/100 indicates room for improvement in transparent communication. Community involvement includes over $5 million donated to Texas Children’s Hospital and the Neighbor-to-Neighbor Bill Assistance Program for customers facing hardship.
2TIO NPS REVIEW
Customer Satisfaction Analysis
Our NPS (Net Promoter Score) methodology filters out incentivized reviews, bot-generated feedback, and competitor manipulation to give you an accurate picture of real customer satisfaction.
Score Breakdown
How We Calculate NPS Scores
Our proprietary algorithm analyzes thousands of customer reviews from multiple sources including Google, BBB, and the PUC. We filter out reviews that show signs of manipulation, including incentivized feedback, review bombing, and bot-generated content. The resulting score reflects genuine customer sentiment based on real experiences.
PUC COMPLAINT HISTORY
Public Utility Commission Data
The Texas Public Utility Commission tracks complaints filed against retail electricity providers. Below is Direct Energy’s complaint history from the PUC database.
Total Complaints (12 mo)
155
Complaints per 10K Customers
0.50
Industry Average
1.20
Billing Complaints
69
Slamming/Cramming
16
Service Quality
0
Monthly Complaint Trends (Jan 2022 – Jan 2026)
Complaint Categories Explained
Issues related to incorrect charges, unexpected fees, meter reading disputes, and payment processing problems. This is the most common category of complaints across all providers.
Slamming: Switching a customer’s electricity provider without proper authorization or consent.
Cramming: Adding unauthorized charges or services to a customer’s electricity bill.
Issues with customer service responsiveness, account management, communication quality, and overall service experience.
Complaints about improper service disconnection, insufficient notice before disconnection, or issues with reconnection after payment.
VERIFIED CUSTOMER REVIEWS
What Customers Are Saying
Real reviews from verified Direct Energy customers. We display a balanced selection of positive and critical feedback to give you the complete picture.
Positive Experiences
Verified
“My daughter convinced me to try Direct Energy’s 12 hour free plan. She has a 5000 sq ft home with 2 electric cars and her highest bill was $200. It took me 3 months before I signed up and this plan is the best plan ever. I have to make lifestyle adjustments – good windows and doors insulation, curtains, ceiling fans, and minimize use of electricity during the day. I do all heavy electricity use during free time. I track my usage daily and adjusted the thermostat to be more efficient.”
Verified
“I’ve been with Direct Energy since 2016. They have always been very fair to me and I have referred customers to them. I renewed a 5 year contract and had the most exceptional outstanding customer service. The representative spoke excellent English and understood everything I was trying to do. I’m an elderly person yet he treated me with great respect. He sounded young, and it really is because of him that I renewed again.”
Verified
“Great rates and plans to fit your needs. Customer service is excellent. The graph to show you how much you’re using day to day is very helpful in keeping your bill under control. Very reliable service! Never have had a problem with my service at all!”
Verified
“Forced to transfer from Budget Power but they honored the same contract, so I am quite happy with Direct Energy. Got a 2-year contract with much cheaper rates than my previous provider’s offered renewal contract.”
Verified
“I think Direct Energy is one of the best electricity plans and company I have ever had. Very knowledgeable, honest, and respectful to me. They listen to your problems and concerns then help you with those concerns professionally. I will tell all my family to switch.”
Critical Feedback
Verified
“I was unaware that my electric policy was bought by Direct Energy from another company, until I received notice that my payment was late and they were prepared to shut off my electric at end of month. I had auto pay setup with my previous provider. Had to call my prior provider to verify this wasn’t fraudulent. Their billing is convoluted and not easy to locate online. My bill last month with my prior provider was $75, now it’s much higher.”
Verified
“Very false information as I signed up for the free nights from 9pm-9am at 16.9 per kWh but was charged 23.0 per kWh. My second bill was $621.00 in October. Absolutely ridiculous and nowhere did it ever mention the 23.0 per kWh on any plans when I looked at them. Stay away from this company. Horrible!”
Verified
“Rate has been increased by 2.8 cents per kWh after the service was transferred to them from another provider. Now I’m stuck with it unless I pay the high early termination fee. If you are signing up with this provider, you may want to think twice. Otherwise, you will be surprised with a new higher rate even though you are in a contract!”
FINAL VERDICT
Our Recommendation
Direct Energy: Recommended
Established provider with extensive plan variety
Direct Energy earns a Recommended rating based on solid customer satisfaction metrics and its position as one of North America’s largest retail energy providers. With a 4.4-star rating and a True NPS of 48, customers generally report positive experiences, while the customer service score of 60/100 indicates adequate support. However, prospective customers should note two areas of concern: the billing clarity score of 46/100 suggests some customers find invoices confusing, and PUC complaints over the past 12 months (155) run above the industry average of 120. That said, Direct Energy’s extensive plan variety—backed by parent company NRG Energy—provides flexibility that many competitors can’t match. For customers who prioritize choice and don’t mind reviewing their bills carefully, Direct Energy offers a reliable option from an established provider with nearly four decades in the Texas market.
Pros
- Strong 4.4/5.0 star rating indicates good overall performance
- Positive customer sentiment with NPS score of 48
- Good customer service score of 60/100
- Zero service quality complaints filed in 12 months
- Established provider with measurable track record
Cons
- Billing transparency score of 46/100 needs significant improvement
- 155 PUC complaints exceed industry average of 120
- 69 billing-related complaints suggest confusing statements
- 16 slamming/cramming complaints raise enrollment concerns
- 29% more complaints than typical industry provider
Best For
- Customers who want variety in plan options and contract terms
- Those seeking an established, nationally-recognized provider
- Shoppers comfortable comparing multiple plan structures
- Customers who prioritize provider stability over lowest rates
- Those willing to monitor billing statements for accuracy
PRICE COMPARISON
How Direct Energy Compares
See how Direct Energy’s electricity rates compare to other Texas providers. Prices shown are averages based on the selected monthly usage level.
Direct Energy Avg Price
18.5¢/kWh
Market Rank
#15 of 17
vs Market Average
9.9% above
Market Average
16.8¢/kWh
All Texas Providers (1000 kWh/month)
| Rank | Provider | Avg ¢/kWh | Lowest | Highest | # Plans |
|---|---|---|---|---|---|
| #1 | APGE | 13.18¢ | 8.79¢ | 20.54¢ | 57 |
| #2 | 4Change Energy | 14.57¢ | 8.79¢ | 19.87¢ | 35 |
| #3 | Just Energy | 14.79¢ | 6.48¢ | 21.75¢ | 53 |
| #4 | Tara Energy | 15.09¢ | 13.29¢ | 18.43¢ | 14 |
| #5 | Energy Texas | 15.21¢ | 9.63¢ | 20.86¢ | 20 |
| #6 | Constellation | 15.92¢ | 14.52¢ | 17.32¢ | 5 |
| #7 | Rhythm Energy | 16.21¢ | 9.63¢ | 20.86¢ | 16 |
| #8 | Discount Power | 16.30¢ | 9.00¢ | 22.63¢ | 26 |
| #9 | Cirro Energy | 16.42¢ | 9.00¢ | 22.61¢ | 26 |
| #10 | Atlantex Power | 16.62¢ | 15.00¢ | 18.50¢ | 10 |
| #11 | Frontier Utilities | 17.57¢ | 8.95¢ | 22.42¢ | 30 |
| #12 | Gexa Energy | 17.62¢ | 8.95¢ | 22.42¢ | 30 |
| #13 | Amigo Energy | 17.94¢ | 16.43¢ | 19.80¢ | 24 |
| #14 | Reliant | 18.05¢ | 13.86¢ | 24.21¢ | 51 |
| #15 | Direct Energy This Provider | 18.47¢ | 15.46¢ | 23.58¢ | 20 |
| #16 | TXU Energy | 19.15¢ | 14.50¢ | 24.54¢ | 44 |
| #17 | Payless Power | 19.24¢ | 18.56¢ | 19.99¢ | 8 |
| #18 | Green Mountain | 20.12¢ | 17.49¢ | 25.23¢ | 24 |
No 100% Renewable Plans
Direct Energy does not currently offer any 100% renewable energy plans. If green energy is a priority, consider providers like Green Mountain, Gexa Energy, or Rhythm Energy.
Our Methodology
How We Calculate NPS Scores
Our proprietary scoring system analyzes thousands of customer reviews to provide an unbiased assessment of each electricity provider.
- Data Source: Online Reviews from verified customers
- AI Analysis: We analyze each review to distill sentiment and filter out incentivized reviews, bot-generated content, and review bombing attempts
- True NPS Calculation: We calculate Net Promoter Score as (% Promoters) – (% Detractors), where Promoters rate 9-10 and Detractors rate 1-6
- Star Rating: NPS scores are mapped to a 3.0-5.0 star scale for intuitive comparison
About “Billing Clarity” Scores
This score measures how clearly a provider communicates billing to customers—not billing accuracy. Texas electricity providers have robust, audited billing systems that are highly accurate.
- What we measure: Clarity of bill statements, proactive notifications, explanation of credits and charges, time-of-use rate communication
- Why it matters: Customers often report confusion about bills even when charges are correct—this score reflects how well providers help customers understand their bills
- PUC “billing complaints”: Most are about confusing statements or unexpected (but legitimate) charges, not actual billing errors
Pricing Data Collection
We collect electricity plan pricing directly from official sources to ensure accuracy.
- Data Source: ComparePower, the original Texas electricity consumer advocate
- Update Frequency: Prices are synced daily from all 5 TDSP territories
- Usage Levels: We display pricing at 500, 1000, and 2000 kWh/month to show how rates vary by consumption
- Coverage: All 17 retail electricity providers in the Texas deregulated market
PUC Complaint Data
Complaint data provides insight into provider accountability and customer issues.
- Data Source: Texas Public Utility Commission (PUC) official complaint records
- History: 46+ months of historical complaint data (January 2022 – Present)
- Categories: Billing, Slamming/Cramming, Quality of Service, Disconnection, and Other
- Update Frequency: Monthly updates as new PUC data becomes available
Questions about our methodology? Contact our team.
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