Complaints

This profile includes complaints for CenterPoint Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CenterPoint Energy

  211 NW Riverside Dr Evansville, IN 47708-1251

  
• 

  CenterPoint Energy

  PO Box 209 Evansville, IN 47702-0209

  
• 

  CenterPoint Energy

  PO Box 740598 Cincinnati, OH 45274

• 

  CenterPoint Energy

  1335 E. Dayton Yellow Springs Rd. Fairborn, OH 45324

• 

  CenterPoint Energy

  4714 Parnell Ave Fort Wayne, IN 46825

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account number is **********
  
  My bill for march of this year was $104.15. A check for the amount of $104.15 was sent to you for that payment, however there was also another check that got mixed in with the bill for an amount of $52.00 this check was made out to the ******* ********** ** ******* for taxes owed. Both checks were cashed by you but only the one for $52.00 was credited to my account. Both checks had been endorsed and cashed by my bank which is ******** ******* ****** *****.
  
  I called customer service and was told that if I sent a copy of the cleared check for the amount of $104.15 then my account would be credited for that amount.
  
  I sent a copied of both checks to your billing department as told, with a letter describing the situation. The letter was sent by certified mail and was received and sign for by a person named ****** on 5-5-25 of this month.
  However my account was never credited and still shows an amount past due.
  I again called customer service to try and get this issue resolved but they did not want to help and would not take the time to understand the situation at all.
  
  I would like for my account to be credited for the $104.15 that I had paid and was verified by sending in the endorsed check.

  

  Business Response

  Date: 06/03/2025

  Ms. *****:
  
  Thank you for contacting CenterPoint Energy. In order to assist you further, are you able to respond to this message and provide a copy of the missing payment so that it can be applied to your account?

  Unfortunately we have not been able to locate the certified letter with these details.

   

  Thank you,

   

  CenterPoint Energy

  Customer Answer

  Date: 06/04/2025

  Here is a copy of the check in question for the amount of 104.15 you can see that it was deposited on 4-4-25 and cleared on 4-7-25

  Thank You

  

  Business Response

  Date: 06/11/2025

  Thank you for providing the check documents. CenterPoint Energy's Remittance Department has reviewed this information and found that this check was not received or cashed by CenterPoint Energy. The bank information shown on the back of the check is not a bank used by the Company.

  We regret that we cannot assist further with this issue. You may want to work with your bank to determine where this check was deposited or cashed.

• Initial Complaint

  Date:05/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company refuses to come out and take the lock off the box to restore services . The bill is 100% paid. I've explained to them that I have major back issues and on medication as well as been in and out of hospital and due to that I am in bed and can not get out to go deal with someone at the door. It is just me here and they refuse to come outside and turn it back on. Even after I've explained it's only me , I have no one else. I can't walk hardly 2 feet to the bathroom let alone anything else and they refuse to come outside to the meter and turn the heat back on. When I moved here there was no issues of no one being home when I started service but now they are refusing. So I'm left with no heat at all and a company who does not care. The customer service was some of the worst I have ever come across in my life. I will be filing a police report as well. This is absolutely unacceptable. I'll be down for at least a couple months and they are telling me they will not go outside to meter and turn it back on even though bill is paid all because I can't physically get up and deal with whoever shows up. It's only me, I have no one else. Nearest person I know and trust is 2,000 miles away. This company is horrific and thanks to lack of anything I have no heat

  

  Business Response

  Date: 05/16/2025

  Thank you for allowing us to address your concerns. CenterPoint Energy requires your technician to access inside of the property to light all your natural gas appliances. Please be aware of the following to ensure the technician is able to complete your service order. An adult at least 18 years of age must be present for the appointment. For your security and ours, the adult present should have a photo ID available and ask to see the technician’s identification. Please make sure nothing prevents the technician’s access to your meter (locked gates, unleashed pets, etc.). Please call the Contact Center when you are ready to schedule your reconnection at ************.
  
  Regards,
  
  CenterPoint Energy

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response literally is the issue. The option to come into my home is not an option as I stated in complaint and when I spoke to them due to my current medical issue. I’m they refused to come out and even take lock off to turn off . That’s what I need them to do . The pilot is electrical and I’ll deal with that. I still have no heat and I have serious medical issues and it’s only me here . I do not have anyone else here . They are 2,000 miles away. My bill is paid this company needs to come and unlock outside and turn that on so I have heat . All they are doing is refusing to do that and that’s not ok 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  

  Business Response

  Date: 05/30/2025

  Thank you for allowing us to address your concerns. An adult over the age of 18 must be present. If no one will be present, please call the Contact Center at ************ when you are ready to restore your service.
  
  Regards,
  
  CenterPoint Energy

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are saying same thing that’s not possible at all. I feel like they just copy and paste response . I have explained numerous times that I do not have anyone else here so I can just go get someone over the age of 18. It is just me . I live 2,000 miles from everyone else I know . I don’t know anyone here . I have medical issues and no heat and this company refuses still to come outside of my home and take off the lock and turn the heat back on . Due to medical issues having someone in my home is not an option. I have been freezing because this company does not care . My bill is paid and they won’t even turn the meter outside my house back on.  The revolution I am seeking as my bill has been paid is that this company comes outside of my house and turns the meter back on and removes the lock so I can have heat . No someone coming into my home is not an option due to medical issues having someone. No i do not have anyone within two thousand miles that can come into my home so no someone over the age of 18  will not be present as it’s just me ( which I am 34) in my home and due to medical issues no one else  is allowed to enter my home. They refuse to be outside my home and remove the lock and turn the meter back on. They don’t care about people . I will continue to presue this issue until they can act like humans and not horrif people who don’t care at all. I’ve stated numerous times that acces inside my home is not a option due to my medical issues having someone. I do not have anyone within 2.000 miles to he able to help me .  I just am asking the meter outside he turned back on and I’ll figure out the rest inside and for this company to stop being so horrible and do that as my bill is paid 
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There has been an extremely high credit balance on my account for several months due to payment errors on my part. I have sent several emails to customer service through CenterPoint's website requesting a refund of the credit balance which is $1742.40. I have had zero replies or acknowledgement that those emails have been recieved. I called and spoke with someone in March. He said a refund would be issued. It is now several weeks later and still no refund. I attempted to call again today and waited on hold for 30+ minutes. The customer service is abhorent. I just want my money back.

  

  Business Response

  Date: 05/06/2025

  We appreciate the opportunity to address your concerns. Upon
  review of your account, we show there is an account credit of $1,742.50. We
  also show that you were on budget billing and there is a remaining balance of
  $292.30 in your bucket and this amount will be deducted from the credit leaving a remaining balance of $1,450.10. We apologize for any inconvenience that you
  have experienced in this matter. Kind regards, CenterPoint Energy.

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against my gas company CenterPoint Energy due to a highly suspicious and unsettling series of events tied to their gas line insurance program. For over a year, I have received relentless, borderline predatory marketing materials from them pushing this insurance. Despite written requests to stop, the solicitations have continued.
  
  While I was out of the country, a man in a truck with a spray bottle arrived at my home claiming there was a gas leak and said he was there to fix it. I spoke with him through my video doorbell and asked him to wait until I could be home to verify the issue in person. He agreed and left. Since then, no one from the company contacted me to reschedule, unusual behavior for a supposed gas leak, which should be a serious safety issue.
  
  Upon returning home, I personally tested every connection on the meter with a soap and water solution. No bubbling occurred at any point, indicating no leak. Additionally, no work had been done around the meter or piping. However, just today, the same individual returned unannounced, snooped around for a few minutes, and left without knocking or contacting me. I have now installed surveillance cameras directly aimed at the gas meter.
  
  This behavior appears designed to pressure customers into feeling vulnerable and subscribing to their gas line insurance. I am deeply concerned that this may represent deceptive marketing or intimidation, and I want this incident formally investigated and recorded. I request that the company cease all unsolicited marketing to my address and explain their reasoning for two unscheduled, unverified visits.

  

  Business Response

  Date: 04/01/2025

  Thank you for allowing us the opportunity to address your
  concerns. We have removed all marketing offers from your account. Please allow 4-6 weeks for
  this to take effect. During this time, you may receive previously scheduled
  marketing materials. We value your business and deeply regret any
  trouble this may have caused. Kind regards, CenterPoint Energy.

  Customer Answer

  Date: 04/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While I appreciate that CenterPoint Energy has removed my household from future marketing lists, their response does not address the core issue of my complaint which involves a suspicious, unverified claim of a gas leak and repeated, unannounced visits to my property. These events occurred without proper notice or follow-up and align disturbingly with the company’s long-term pattern of aggressive marketing for their gas line insurance program.
  
  No explanation has been provided regarding the identity or purpose of the individual(s) who showed up with leak detection equipment, nor why they returned a second time without contacting me or ringing the doorbell. As a result, I remain concerned that these actions were potentially deceptive, invasive, or retaliatory in nature due to my refusal to enroll in their insurance plan.
  
  The company’s response also fails to acknowledge my safety concerns or offer transparency or accountability for these visits.
  
  Sincerely,
  
  
  
  ******* ***

  

  Business Response

  Date: 04/21/2025

  Thank you for allowing us the opportunity to address your
  concerns. Upon review of your account, we show that there was a leak order
  created by contract
  surveyors who were on a residential leak survey. The technician completed a
  leak investigation and determined that there was no leak.  We understand your
  concern and maintain the right to access our facilities at any time for safety
  investigations. We value your business and sincerely apologize for any
  inconvenience this may have caused. Best regards, CenterPoint Energy.

  Customer Answer

  Date: 04/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  While I appreciate the acknowledgment that a contractor was involved in a residential leak survey, the response does not address my primary concern: the nature of the visit and the lack of transparency and follow-up. The technician initially claimed there was a leak at my meter while I was out of the country. I spoke to him live via my video doorbell and told him I did not authorize any work and wanted to verify the issue in person. He agreed and left. After that, no one followed up.
  
  Upon returning home, I tested every connection with a soap and water solution and found no leak. There were no disturbed areas around the gas meter. Then, several days later, the same man returned unannounced. He never walked over to the gas meter, He looked inside my windows, did not knock, and did not ring the doorbell. He stayed for only a few minutes and left.
  
  CenterPoint’s response fails to explain:
  
  Why the technician originally said there was a leak if one was never confirmed.
  Why no follow-up was made after I explicitly asked to delay service.
  Why a second, unexplained visit occurred with behavior that felt invasive and had nothing to do with meter inspection.
  
  This all happened in the context of over a year of relentless marketing for CenterPoint’s gas line insurance, which I had repeatedly asked to stop. These unprofessional and unexplained visits felt more like intimidation or a pressure tactic than any legitimate safety protocol.
  
  Their response lacks transparency, accountability, and any meaningful assurance that this won’t happen again.
  
  
  Sincerely,
  
  
  
  ******* ***

  

  Business Response

  Date: 04/21/2025

  Thank you for bringing this issue to our attention. We understand
  the frustration this situation may have caused and sincerely apologize for any
  inconvenience you have faced. When a leak is reported, our technicians are
  dispatched promptly to assess the situation and ensure the area is safe. It is
  possible that a leak occurred nearby, but not directly at your property. For
  safety reasons, we cannot schedule a leak investigation; it must be addressed
  immediately. We recognize that this can be inconvenient, and please note that
  notifications are only provided if services need to be disconnected for safety
  reasons. In such cases, a door tag will be left at your property. Kind regards,
  CenterPoint Energy.

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  CenterPoint’s updated message continues to avoid the core concern: the unverified and unexplained presence of a technician at my home, combined with evasive behavior and a lack of transparency.
  
  They now claim a leak “may have occurred nearby” but not at my property. That contradicts the technician’s original statement made to me directly via my video doorbell, where he said there was a leak at my gas meter and that he was there to fix it. I specifically instructed him not to proceed with any work, and he agreed to return at a later time when I would be home. I received no follow-up.
  
  Then, days later, the same man returned, but he never approached the gas meter, never knocked, and instead spent time looking into my windows before leaving without interacting. That behavior has nothing to do with inspecting a gas leak. It was inappropriate, unexplained, and deeply concerning.
  
  Additionally, if this were a legitimate safety visit, I would expect documentation, a door tag, or at minimum a knock at the door. None of that occurred. Instead, this entire experience, especially when viewed alongside over a year of excessive, unwanted marketing materials about their gas line insurance, feels like manipulation under the guise of safety.
  
  CenterPoint has now given three different explanations for the visit:
  
  There was a leak at my meter.
  A contractor was conducting a general survey.
  A nearby leak might have triggered a response.
  
  None of these explanations were communicated until I escalated the matter. I’m rejecting this response because it lacks accountability, consistency, and transparency, and it raises serious questions about CenterPoint’s practices. I intend to file formal complaints with the Indiana Utility Regulatory Commission and the Indiana Attorney General’s Consumer Protection Division regarding this incident and the surrounding context of aggressive marketing and unexplained property visits.
  
  
  Sincerely,
  ******* ***
  
  
  

  

  Business Response

  Date: 05/01/2025

  We appreciate the opportunity to address your concern. A leak order was initiated by contract surveyors during a residential leak survey. Surveys are performed at properties as an added level of safety for leaks that are undetectable. The first technician to investigate knocked on the door, as a courtesy. The technician who returned for the second time, completed a leak investigation and determined that there was no leak. We understand the customer’s concern but maintain the right to access our facilities at any time. We hope that this provides clarity to your request for an explanation of why there were unscheduled visits. 

  Regards,

  CenterPoint Energy

  Customer Answer

  Date: 05/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  CenterPoint’s response continues to change with each message. First it was a confirmed leak at my meter, then a general contractor survey, then a nearby leak, and now it’s a “courtesy knock” and “undetectable” safety check. None of these explanations were offered until I escalated the issue through the BBB.
  
  
  They now claim the second technician completed an investigation, but he never even approached the meter. I have security camera footage showing he looked in my windows, did not knock, did not inspect any piping, and left after a few minutes. This behavior is not consistent with any legitimate safety inspection and has not been explained or acknowledged.
  
  
  Furthermore, if a survey was conducted or a work order existed, why was no notice left, no follow-up provided, and no initial written communication or tag placed at the door — as their own policy outlines? The original technician clearly stated there was a leak at my meter. I asked him not to proceed until I could inspect it myself, and he agreed. That agreement was ignored.
  
  
  I have already stated that I found no signs of a leak using industry-standard soap solution testing. There were also no signs of ground disturbance, and I have received no communication from CenterPoint aside from these reactive responses.
  
  
  The series of vague, inconsistent explanations — especially in the context of aggressive gas line insurance marketing over the past year — raises serious concerns about transparency and customer treatment. I am not satisfied, and I intend to move forward with formal complaints to the Indiana Utility Regulatory Commission and the Indiana Attorney General’s Consumer Protection Division.
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Center point energy is not ending our billing after several calls and messages.
  We sold our house on 12/20/2024 and the Buyers ****** ****, moved in the same day at *** ** ********** ******* *** ***** * Oh. *****
  The cancellation was not documented correctly the first time then the Buyers was late calling to start their account. I think was 1/08/2025 How can I get this corrected?
  We should not have to pay $243.91

  

  Business Response

  Date: 03/27/2025

  Thank you for allowing us the opportunity to address your concerns.
  Upon reviewing your account and calls it appears that the new property owners
  were expected to initiate service in their name by 12/20/24. Unfortunately,
  CenterPoint Energy was not informed of this, resulting in the services
  remaining under your name until 01/07/25, when a new customer took over the
  services at the property. Currently, there is an $80.00 credit available on
  your account. To request a refund check, please reach out to customer service at ************ and provide
  your updated mailing address to the representative. We value your business and
  sincerely apologize for any inconvenience this situation may have caused. Best
  regards, CenterPoint Energy.

  Customer Answer

  Date: 03/27/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Centerpoint cut off my gas today in my home and I’m on an energy assistance program with **** of Evansville and they knew this. It’s supposed to be in the 30’s sometimes tonight I called everywhere trying to get help with the bill to get it back on today but everywhere wanted an application and then days to wait after that… they weren’t supposed to legally cut off my gas. Talked to the first guy on the phone and their call center and he told me the amount to turn back on would be $379.03 I am on a fixed income every month so of course he gave me a “number” to a program to help me get this paid ended up calling and it was the clerks office in my county not even the right place. I call Centerpoint back to pay the bill because at this point I can’t find anywhere to help me and my kids can’t go without heat tonight my youngest is only 1. At first the lady told me they couldn’t have someone come out today and then she tells me they are making me pay $585 to get it turned back on and she has no idea who I spoke to or why they gave me the original amount. So I had to overdraft my bank account to make this payment and they told me someone would be out before 4 to turn my gas back on. Is there legal action I can take for this? First of all my meter is in my backyard not sure how the idiot they sent out here got to my meter because I had to let him in to turn on the gas in my home when we first got it. Second of all I was on an energy assistance program and was told they couldn’t not shut off my gas. And lastly I thought they couldn’t turn off your gas in Indiana if it’s a certain temperature outside or supposed to be a certain temperature outside for that day. All of these I brought up to their people at the call center but none of my questions were answered. Now I’m negative in my bank until my monthly income hits and still no heat. They also did not come out at the time they were supposed to be here because my “appointment got canceled” they couldn’t tell me why.

  

  Business Response

  Date: 03/28/2025

  We have conducted a thorough review of the account in
  question and found that the customer does not currently have energy assistance.
  Concerning the disconnection for non-payment, a disconnection notice was mailed
  on February 5, 2025, indicating that the past due amount of $379.03 was
  required by February 20, 2025. After not receiving this payment, the natural
  gas service was disconnected on March 6, 2025. While the past due amount was
  $379.03, it is important to note that additional fees are associated with the
  restoration of service. The total quoted for reconnection was $583.22, which
  included the past due balance of $379.03, a $150 deposit, and a $54.19
  reconnection fee. The customer inquired about the possibility of a lesser
  amount and was informed that a payment of $379.03 would suffice for service
  restoration. However, upon contacting customer service again, she was
  reiterated the reconnection quote of $583.22. Ultimately, the customer
  proceeded to make the payment of $583.22. Following this, she reached out to
  customer service, and a reconnection order was initiated for the same day. Due
  to an error in creating the reconnection order, it was subsequently canceled.
  After further discussion with the customer, the correct reconnection order was
  established and successfully completed. It is essential to clarify that the gas
  meter remains the property of CenterPoint Energy, and we employ all necessary
  measures to access the meter safely. Additionally, there are no regulations
  that prevent disconnection based on external temperature conditions. Thank you
  for allowing us the opportunity to address the customer's concerns.

  Regards,

  CenterPoint Energy

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not get my bill for this last month I call twice a week to see if they have my bill ready . They keep on telling me different stories. They said they haven't read my gas meter. They keep on saying they are coming that day to read it and they don't. I don't want to have to have 2 months worth of electric and gas to pay at once it's easier for me to come up with that's months bill then 2 months worth . All I want is to no how much I owe now not 2 months worth. I need center point to read my gas meter and give me my bill amount.

  

  Business Response

  Date: 03/28/2025

  Thank you for reaching out to CenterPoint Energy. Our records show that we replaced the meter at your location, which may have impacted your January billing. The necessary corrections have been implemented as of February 26, 2025. We received a payment of $600, and your current balance stands at $204.99. We have an extension on your account, granting you until March 31 to make the payment. If you require further assistance or additional time, please do not hesitate to contact us. We sincerely apologize for any inconvenience this situation may have caused.

  Kind Regards, 

  CenterPoint Energy 

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a house on October 4, 2024. Prior to that, I called all utility companies to start service on that date.
  
  A month later, the previous owners contacted me and asked why I hadn't had the gas put in my name. They received a bill for services from 10/10/24-11/08/24 for $71.13. It was automatically deducted from their bank account, as they were on autopay. I reimbursed them for this bill and called Centerpointe again. I was told they could see that the previous owners paid and that they would check into why I'm not receiving the bills. A week later, I called again and was told it was because their gas supplier didn't stop service, therefore Centerpointe couldn't start a new account for me while there was still another account on the address. They put in a ticket to have this fixed.
  
  I finally received my first bill in January, for $389.55, for services from 10/04/24 through 1/9/25. I called again, explaining that the services were already paid for through 11/8/24 and that I should only be billed from 11/8/24 through the present. I was told a ticket would be put in and to only pay $314.24 ($389.55-$75.31, the bill for 10/4-11/8). So I paid $314.24 on January 21, 2025. I received a bill for the $75.31 balance, so I called again. Was told they see the error and would put in another ticket. Was told it would be removed by February 3rd or 4th. I checked my account and the charge was still there. I called again and was told it cannot be removed. Then talked with a supervisor and was told it cannot be removed. Then I received a reminder email that the account was past due.
  
  I pride myself on paying my bills on time. This issue with Centerpointe is very frustrating. They have already been paid for the service period of 10/4/24-11/8/24 for **** ****** ***** ** ****, OH ****** Yet, they are trying to get me to pay it as well. I don't see how that is legal to double charge for services rendered.

  

  Business Response

  Date: 02/22/2025

  We appreciate you bringing this
  matter to our attention and sincerely apologize for any inconvenience you may
  have encountered. After reviewing your account, we confirm that an account has
  been established in your name, effective October 4, 2024. A revised bill
  detailing your charges was sent on January 2, 2025, and an additional copy has
  also been dispatched. Please note that the payment made by the previous account
  holder has been credited to their account and cannot be transferred to yours. We
  value our customers and sincerely apologized for your inconvenience. Best
  regards, CenterPoint Energy.

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I understand that my service started on October 4, 2024, but service was paid for by the previous owners through November 8, 2024. You billed them and then billed me for the same service dates in January. You are getting paid twice for the same service dates. 

  I would like a credit for those dates, as I paid the bill because of threat of disconnection.
  
  
  
  Sincerely,
  
  
  
  ********* ******

  

  Business Response

  Date: 03/31/2025

  We appreciate you bringing this matter to our attention. We
  recognize the frustration this situation may have caused and sincerely
  apologize for any inconvenience related to your account. Please note that we
  cannot discuss another customer's account; however, billing occurs once per
  property during each billing cycle, and any necessary corrections will be
  applied to the specific account in question. After a thorough review, we
  confirm that the charges for the billing period of 10/10/24 to 11/08/24 have been
  billed solely to your account. We value your business and deeply regret any
  trouble this may have caused. Kind regards, CenterPoint Energy.

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the previous owners were billed for those dates and the amount was deducted from their bank account. Then, when my account was finally set up and a bill sent in January, the bill was backdated to October, charging me for the dates that were already collected for from the previous owners. 

  
  
  
  Sincerely,
  
  
  
  ********* ******

  

  Business Response

  Date: 04/01/2025

  Thank you for allowing us to address your billing concerns. Upon further review it has been confirmed that the charges for the billing period of 10/10/24 to 11/08/24 have been billed to your account. We are unable to discuss another customer's account, however, they are able to contact customer service at ************ and an agent can explain any charges or credits to their account. Kind regards, CenterPoint Energy.

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the beginning of the year, we received notice that our gas would be shut off on 01/31 due to non-payment. We were surprised because we have been making our payments each month. When I went into their payment portal to check, they had not been recording our payments. We had proof of payment from Chase, so we know they received the funds. After some back and forth, I was given an email to send our proof of payments to. They did eventually credit those payments, but never responded to our email. I emailed them again on 01/30 to thank them for applying the payments. I also included January's proof of payment and requested the late fees be removed because our payments were sent to them on time. Today, I logged into their portal, and it shows we are past due again because they haven't applied the payment. I have emailed them again with the proof of payment, but I am also filing this complaint because it is ridiculous that they continue to receive our payments and do not apply them to our bill and charge us extra fees. I have considered paying directly through their payment portal next month to see if that changes anything, but that also worries me because I won't have the same "paper trail" to send to them if they do not apply the payment again.

  

  Business Response

  Date: 02/04/2025

  Thank you for bringing this to our attention. We have removed the most recent late fees from your account. When making payments to your CenterPoint Energy account, please make sure that you are submitting payments to your most recently assigned CenterPoint Energy account number. Feel free to use our payment methods to make your payments. When payments are submitted through our system, we are able to track them easily as the system will provide a confirmation number from our system. We apologize for any inconvenience this may have caused. An extension has been placed on your account to allow time for your most recent payment to post. 
  
  Regards,
  
  CenterPoint Energy

  Customer Answer

  Date: 02/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I use the bill payment system where your company sends my bill directly to ***** and they pay the account you listed. If there is a problem matching up payments to the correct accounts then it’s on your end. You should be refunding all the late fees because I have sent you proof that they were all sent and received by you on time. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  

  Business Response

  Date: 02/05/2025

  We appreciate the opportunity to address your concerns. As noted in your complaint, ***** processed the payments to the company. However, for all payments, the account number provided was incomplete and did not include the full CenterPoint Energy account number. If the account number is incorrect, payments cannot be applied to the correct account. It is essential that account numbers are entered in their entirety, including the digit following the dash. Since this was not done, it does not constitute an error on CenterPoint Energy's part. The most recent charges were waived as a courtesy, while the remaining charges will stay in place for accountability purposes.

  Regards, 
  
  CenterPoint Energy 

  Customer Answer

  Date: 02/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am not satisfied, but I no longer wish to argue with them. The bill that they send to ***** comes directly from their company with the account number on it. ***** then pays them by the account number they sent. I’m not understanding how in any way that is my fault. But they have refunded the late fees, so I no longer wish to argue about it.
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to CenterPoint for more than five times but never heard back about my bill dispute, so I must lodge my complaint here - After consulting with my attorney, I am writing to dispute the gas usage reflected on my bill for the period 12/13/2024 to 1/3/2025. During these 21 days, 348 CCF was recorded, which amounts to an unreasonable 16.57 CCF per day. After receiving the bill, I began monitoring the meter daily starting 1/10/2025 and found our usage ranged between 4.5 to 8 CCF per day, which is significantly less than what was billed. For your record, the temperature during the earlier billing period was much higher, suggesting lower reasonable usage, yet the billed amount remains disproportionate. This issue arises from an incorrect initial meter reading when the service began, as the bill appears to assume an initial reading of zero, which was inaccurate.
  
  I am requesting a recalculation of the bill to reflect actual usage, supported by my recorded meter data and historical patterns. I also request a formal inspection or calibration of the meter to confirm its accuracy and ensure proper functionality. Finally, under applicable utility tariffs, I ask that you correct charges resulting from this erroneous meter reading. ******** ************ * *. Please contact me by email, not by phone, because this may result in litigation should no acceptable resolution is reached within a reasonable time.

  

  Business Response

  Date: 02/18/2025

  CenterPoint Energy’s Customer
  Billing group has reviewed this issue and made adjustments to the customer’s
  bill for the most recent billing cycle. Please note that this is a new meter
  installation with only one billing cycle (12/13/24 – 1/3/25) so there is no
  historical usage to compare for this property. However, to address the
  customer’s concerns, gas usage has been rebilled based on another similar new
  property in this area.
  
  As a result, after rebilling
  the account, the customer’s adjusted bill is $258.47 (previously $319.61).
  Since the bill had already been paid, the account has a credit balance of
  -$61.14.
  
  CenterPoint Energy can
  conduct a meter test/replacement if needed. However, since the meter is brand
  new, it is highly unlikely that the meter reading on 1/3/25 was incorrect. The
  second bill will be issued on 2/7/25 and will be based on actual readings at
  the property.

  Regards,

  CenterPoint Energy

  Customer Answer

  Date: 02/18/2025

  The statement was credited. But I will still keep observing the meter readings.