Customer ReviewsforNRG 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.

Warranty Plan Deception We have had Warranty Protection Plans with Direct Energy for many years. Recently they were acquired by NRG Protect Plans. We have: 1) Electric Repair Plan, 2) Plumbing Repair Plan (Interior), 3) External Sewer and Septic and External Water Line Repair Plan (Deluxe). We have been satisfied with their coverage in the past. We recently saw a water leak by the faucet to the house. When we purchased this plan we were told this External Water Line Plan covered our outside pipes. We called to File a Claim with NRG Protects. We were informed they would contact a Plumber to come and fix this leak. After one week we called back to let them know no Plumber had contacted us and we were running up a water bill. We were informed they had no plumbers in our area to fix this leak and that we should call our own Plumber for fix it and they would reimburse us. This did not make sense, since we live in the Houston area. Obviously they are not able to sign up Plumbers for whatever reason. We called a previous Plumber who used to be with them- they were very good. They said they left the Plan over coverage disagreements. They came out and fixed the leak for $876. When we submitted the Invoice to NRG, they informed us the plan only covered the Main pipes to the house not any other pipes. This was the pipe to the outside faucet. The Warranty states "coverage is up to where the line enters the Covered Property at the Foundation." This makes no sense and is deception on their Plan. We will look around for a more reputable Plan and can no longer recommend NRG Protects.

Thank you for taking the time to share your feedback Mr. Chuck. We understand that your recent experience with us was frustrating, and we apologize for any inconvenience caused. Your feedback is important to us, and we're committed to improving. We also had received a Google review from you and our team has been in contact with you to provide more information about the claim resolution. If you need any further assistance in the future, please do not hesitate to call us at 1-855-334-3577 and we will be more than happy to help. We hope you have a wonderful day! - Customer Relations.

I am writing to formally complain about unauthorized monthly charges that have been debited from my bank account for the past five years. Upon reviewing my account, I discovered these charges, which I did not authorize or consent to. When I contacted your customer service, I was informed that I had allegedly signed up for this service five years ago. However, I did not signed this nor approve any contract renewal, and it appears that the contract was renewed without my explicit consent. Your representative mentioned that the renewal was based on leaving messages to me and updating my address from USPS, which I find highly questionable as I have never used your service. Furthermore, I was informed that your company was previously associated with Home Warranty of America (HWA). If a claim was filed with HWA, it seems your company automatically enrolled customers into a monthly contract without their knowledge or consent. This practice is deceptive and unacceptable. I was also told that I cannot cancel the contract myself and that your cancellation team would contact me within two business days. This lack of transparency and control over my own account is deeply concerning. I demand an immediate cancellation of this unauthorized contract and a full refund of all charges debited from my account over the past five years. If this issue is not resolved promptly, I will be forced to take further action, including filing a complaint with the Better Business Bureau and seeking legal advice. This situation is a clear example of a scam, and I urge other customers to check their bank accounts for similar unauthorized charges. Sincerely,

Ms. Sarina, thank you for your valuable feedback. We sincerely apologize for any inconvenience you have experienced. Your concerns were immediately forwarded to our team. As per your request, we have processed the cancellation of your plan, and a contract refund is underway. Should you need any further assistance, we are just a phone call away at 1-855-334-3577. We hope you have a wonderful day! - Customer Relations.

I have had NRG Protects for several years and have never utilized any services. The services I have had are External Sewer and external Water at 9.99/mo, Plumbing Repair at 8.99/mo, Surge Protection at 5.99/mo, and Electric Repair at 8.99/mo, for a total of 33.96/MO for all four services. I requested by phone in approximately June of 2023 to discontinue all services at the time I received via USPS mail with a description of the services. I expected that to happen. However, that was not the case, and it went unnoticed until I reviewed my credit card statement and noticed I was still being billed the monthly fee. I locked the card and received a call from a rep requesting payment. I explained that I did not want the service, which should have been discontinued in June 2023. I was told they could not discontinue service until the last month's bill was paid. I said I would not pay it because I had already requested the services to be discontinued. I received a call this morning, 7/9/24, asking for one payment, and I stated I would not pay it because I did not want any future services. There was a long, 30+ minute conversation with the rep trying to sell the surge protection plan, which I refused. He kept saying he was trying to help me cancel, but I had to pay for something I had already canceled. The practices used by NRG Protect borders on deception, in my opinion.

Mr. Robert, thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience you have experienced. Please be assured that we take your concerns very seriously. As per your request, we have processed the cancellation of your plans. Should you need any further assistance, we are just a phone call away at -855-334-3577. We hope you have a wonderful day! - Customer Relations.

Wish could be a ZERO star.... This is a fraudulent company! I have been trying to cancel my account since November of 2023, but keep getting charged monthly!! Today I called customer service AGAIN (for 3rd time!), and the "manager" could hear everything I said except my answer to his question that was needed to cancel my account (go figure) and ended up hanging up on me!!!! I am a private customer as well as a successful self employed business owner, never have I seen such horrible business tactics in my life. 100% FRUAD, will make sure that everyone I know never does any business with NRG.

Thank you for sharing your feedback with us, Ms. ********. We deeply regret the difficulties you’ve encountered. We take these matters very seriously and have made several attempts to reach you to finalize the cancellation process, leaving voicemails in the process. We’ve also sent you an email detailing the resolution. If you require any further assistance, please don’t hesitate to contact us at -855-334-3577. Wishing you a wonderful day! - Customer Relations.

NRG Protects this company used to be in partnership with my home warranty company and the home warranty program had got me and my husband to purchase a $5.99 surge protection then at some point Home warranty of America and NRG protects parted way in partnership however, my account was continually charge by both for both services. I sold my home in June of 2022 and after several calls and emails Home warranty of America finally canceled their portion. It was not till today 04/03/2024 that I found out that there was another company involved. When I spoke to William the representative he told me right out right away. I was not going to get any money back. He said he wanted to make sure he set that expectation to me as I explained to him for the last 22 months I have been auto billed for $5.99 from NRG protects to my checking account. Despite making multiple attempts to cancel the service through Home Warranty of America who signed us up for the service. The service was never canceled because of partnership split between companies. AS far as we the customers knew we only had service with Home warranty of America & when you call them regarding this they tell you there is nothing to discuss further because they see nothing regarding the $5.99 charge. Then this company says your not getting your money back because you never called them directly to cancel/ But we never knew there was a partnership or another company involved with to cancel with. The Representatives William & Jose as they are dismissive about their companies faults & the cancellation process and how we never actually had signed a contract with this company yet they had been charging my checking account all this time. And then he says sarcastically you just barley noticed? No. I been trying to get this stopped for a while now. This has been a bad experience. We never signed a contract with this company & never gave them permission to charge us 5.99 a month. We feel they owe us our money back !

Dear Ms. *******,

We at NRG Protects deeply regret the confusion and inconvenience you’ve encountered. We acknowledge that the separation between Home Warranty of America (HWA) and our company may have led to some misunderstandings regarding your service coverage and billing.

Upon reviewing your account, we discovered that all account communications have been sent to your address since the inception of the plan in 2021. As per your request, the plan has been cancelled effective from April 3, 2024.

Our team has attempted to reach out and left voicemails to discuss this matter further. Please feel free to contact us if you have any additional questions or concerns. We appreciate your feedback and thank you for your patience.

-Customer Relations.