Business ProfileforNRG Protects Inc

We had NRG Protects for over 10 years starting back when it was Direct Energy Home Services. As first, we liked the plan, had our HVAC maintenance once a year, repaired a couple of times etc. When the company changed to NRG Protects, the service took a total downturn. We could not get our yearly maintenance, there were never any contracted companies available, the communication has been horrible etc, and the plans themselves changed. We paid extra for 24/7 service but they do not offer 24/7 service anymore. It states you can file a claim online 24/7 instead, no service, but you can start the paperwork (yay). That lead to us having to call our own repair people as all 3 times we have had to have our AC fixed in the last few years, it was on a weekend or holiday. They do not tell you how to get the money back you paid unless you call, make you jump through hoops and are all around rude and dodgy. When I asked how much I would get back after having to replace an outside unit over a weekend, he told me he couldn't give me a number as it is based off the "terms and conditions" and what they discover in their investigation. So, I pulled up their "terms and conditions" and the max amount is $500.00 for a replacement. When I asked about the $500.00, he said "Yes, the max amount is $500 per our terms and conditions." I asked "Then why when I asked how much it would be, you said you couldn't tell me instead of saying the max is $500.00?" He went back to "well, it is based off our terms and conditions and our investigation." Then, for the inconvenience, he offered a 20% discount on our monthly bill and to put notes in about our issues with the service we are being provided. I declined, stating that 20% off a service that we are not able to use is a waste of time and money and requested all plans be canceled. He then said if I canceled the plans, I couldn't get the $500.00 back if it is approved by his team. Okay then. I am not wasting anymore time on something so worthless.

Brandi, thank you for taking the time to share your feedback with us. We sincerely apologize for the inconvenience and frustration you have experienced with our warranty. Your satisfaction is our top priority, and we regret that we have not met your expectations. I did reach out to you by phone and by email to attempt to offer a resolution.  Once you have submitted your documents, we will be happy to continue to assist you.  We hope you have a wonderful day! - Customer Relations.