Complaints
This profile includes complaints for CenterPoint Energy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 53 total complaints in the last 3 years.
- 28 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/11/2024
Type: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.
Beginning on or around June 2024, I contacted CenterPoint numerous times with concern over unusually high electricity bills. One bill in particular, dated May 24th 2024, was 4.35 TIMES HIGHER than my bill dated May 2023. As I have reiterated to CenterPoint on numerous occasions, my usage habits have not changed, nor have the appliances I own. If anything, my usage DECREASED after receiving several of these errantly high bills in a row AND THE HIGH BILLS JUST KEPT COMING!
I contacted the **** for assistance, but nothing was resolved. The one thing they told me (which ended up being a lie) was that, upon expressing my reluctance to pay these errantly high bills, I was told by the **** assistant that CenterPoint cannot legally shut off my power as long as I pay something every month, which I have been doing. I received my most recent bill from CenterPoint on Sep. 21st which included a disconnect notice, even after having paid $100.00 as a show of good faith while the billing issue was still being questioned.
Fast forward to today 10/10/2024 as I attempt to log in to my CenterPoint account to make a payment: evidently, my account was flagged for power disconnect two days ago, and my ability to make online payments was disabled. I called CenterPoint - the CS rep tells me they turned my power off. But here I sit, WITH POWER STILL ON.
OBVIOUSLY, MY METER HAS GOTTEN MIXED UP WITH SOMEONE ELSE!
WHAT I AM LOOKING FOR:
1) An explanation of when/why/how my meter became entangled in this mess.
2) A roadmap detailing how this will be fixed.
3) Revised billing and amount due, starting January 2024 to current month.
4) A refund (or at the very least an account credit) for moneys owed me for overpayment since January 2024.
Attached is an undeliverable email I attempted to send to CenterPoint in reply to a CS rep who emailed me a copy of a bill back in June. Evidently, CenterPoint blocks customers from contacting them via email.
Business Response
Date: 10/24/2024
Thank you for reaching out to CenterPoint Energy. The service was taken out of your name in early October due to non-payment. However, the service automatically reverted into the landlord's name instead of being shut off; this is the reason that your electric service is still active. We tested your electric meter in August and it tested accurately. We tested the meter again on 10/24/24 and it tested accurately as well; we have attached the letter that will be mailed to you with the results.
You can contact Customer Service at ************** to discuss having the service transferred back into your name.
Best regards,
CenterPoint Energy
Customer Answer
Date: 10/25/2024
********** ********
I am rejecting this response because:1) No mention of the CenterPoint tech who came out on Wed Oct 23rd and discovered that my meter had been accidentally swapped months ago with my neighbor's meter at Apt 'A' below me at the same address. (yes, I have been getting billed for their electric usage and they have been getting billed for mine). Are you ever going to acknowledge this? I want a timeline stated publicly here on BBB of how/when/why this meter swap happened.
2) No responsibility taken and no apology given by CenterPoint for any of this whatsoever.
3) Borderline misinformation on that bill mentioned due Oct 10th - I log into my account on the 10th to partial pay it while the remainder of past due charges are being disputed, and low and behold, here's a disconnect notice on the bill (which was not stated on the email) with a due date 2 days earlier on the 8th. Sneaky! That in and of itself should be illegal. Additionally, the ability to make a payment online was removed from my account. Why is this? You would think you'd want to be paid. Any comment on this?
**********
******* ********Business Response
Date: 10/29/2024
Thank you for reaching out to CenterPoint Energy. An order was scheduled for the meters to be reviewed. During this investigation, it was found that when an electrician upgraded the service for both units in May 2024, the meters were switched. We have corrected the meter information in our system and your account has been adjusted accordingly.
The service is back active in your name. We apologize for any inconvenience this caused.
Best regards,
CenterPoint Energy
Customer Answer
Date: 11/06/2024
********** ********
I am rejecting this response because: it has been 7 days since CenterPoint responded and no revised bill has been sent to me.CenterPoint,
Thank you for the apology - it's the first one I've received since this began 6 months ago. The month of May would coincide with my records as to when the errant bills started to arrive. Quoting you, "corrected the meter information in our system and your account has been adjusted accordingly..." is all well and good, but it has been 7 days since your reply apology and I still have not had a revised bill emailed to me. That said, what's the next step? Am I supposed to call customer service to iron out the final details? Is someone going to call/email me? (email preferred) Am I supposed to simply guess what's next and possibly enter a situation where my power is (once again) threatened to be turned off? Regardless, I am requesting copies of all of my actual monthly bills that I never received, starting with May 2024 - present. I'm assuming CenterPoint would be content with adjusting my amount owed while keeping me in the dark as to the details. I, however, am not. I want copies of all my bills you errantly sent to my neighbor. I'm assuming any/all late fees/penalties will be removed? And regardless of what CenterPoint's stance is on the subject, it is my utmost belief that, ultimately, it is CenterPoint's responsibility to ensure each service meter is properly connected to the proper service address. And that simply did not happen in this case.
This ticket will remain open until I have a revised bill and the charges seem appropriate.
**********
******* ********Business Response
Date: 11/11/2024
Thank you for reaching out to CenterPoint Energy. A corrected billing statement generated on 10/25/24. We have attached a copy of the revised bill. The $275.00 credited adjustment was on the October statement. We compared the usage between the two meters and determined there was a difference in usage to adjust of 1,406 kWh. This usage translates to approximately $260.00 in consumption; however, it was decided as a courtesy to provide $275.00. We have also removed the late payment fees that were previously charged on the account. At this time, the total account balance is $451.46. Payment arrangements are available on the account if needed.
We apologize for inconvenience this caused. If you have any additional questions or concerns, please feel free to contact Customer Service at ***************
Best regards,
CenterPoint Energy
Customer Answer
Date: 11/12/2024
********** ********
I am rejecting this response because: incorrect meter number listed on most recent bill.CenterPoint,
How can I be assured that paying said bill dated October 25th will be credited to my account instead of my neighbor's when the meter number listed on the bill is the old (now incorrect) number? I am requesting that a revised bill be emailed to me, with my current meter number accurately reflected on the bill. ***** ** **** Let it also be known that during my call to customer service yesterday 11/11/2024 I informed the rep of this - he said he was going to send this to the billing department, and assured me my account was ON HOLD ie: no penalties enacted for failure to pay by today the 12th until this matter is resolved.
Sincerely,
******* ********Business Response
Date: 11/15/2024
Thank you for reaching out to CenterPoint Energy. The reason the most recent bill has the incorrect meter listed on it is because the correction of the meter number in our system was done after the October bill generated. However, the adjustment/credit that was made to your account was made with the correct meter number taken into consideration. You can be assured that your payment is going toward your account and not your neighbors because the account number was never switched so you will continue to pay on the same account number that you have had. The November invoice reflect the corrected meter number. We have removed the late payment fee of $4.45 that was charged on the account after the due date of 11/12/24.
if you have any additional questions, please feel free to contact Customer Service at ***************
Best regards,
CenterPoint Energy
Initial Complaint
Date:10/10/2024
Type: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 electricity was disconnected with no notice in error on 10/7/2024. Out of the 8 people I've spoken to at Centerpoint, not one of them can tell me why this happened. One representative in particular was extremely upset that I asked for a supervisor that he hung up on me. Three days later and I still don't have power in my new apartment. My first bill isn't even due until the 21st of this month, but every single person I've spoken to assumes my power got disconnected because of nonpayment even though the service is only a month old. No one knows what they are doing and they are very sensitive about that.Business Response
Date: 10/21/2024
Thank you for reaching out to CenterPoint Energy. We show that the electric was successfully turned back on at your apartment. In review of the account, we found that the meters for apartments 3 and 4 were switched which is why your service was disrupted. We are in the process of making the corrections in our system to ensure the meters are billed for the correct apartment going forward.
We apologize for any inconvenience this caused. If you have any additional questions or concerns, please feel free to contact Customer Service at ***************
Best regards,
CenterPoint Energy
Customer Answer
Date: 10/22/2024
Complaint: ********
I am rejecting this response because:What you wasted everyone's time here with is a blatant lie. MY meter was OFF. For FIVE DAYS. I don't see how it was switched since it has MY unit number on it. How do meters randomly get switched? How do you "ensure that meters do not get switched again"? What does that even mean?? Do you mean you cut the power off to the wrong unit?? Are you even capable of owning up to mistakes?? I got the run around from 11 different people and on the 5th day, I took the day off work to seek out help in person, which can't be done. I understand why. You can lie and cheat and steal and there is nothing anyone can do about it here in Evansville, Indiana. I've been traumatized by this whole experience of incompetence and abhorrent treatment over the phone. I have zero confidence that my bill will ever be correct in the future, and I worry every day about the status of my electricity. I fully intend to file a complaint with the Indiana Utility Regulatory Commission.
Sincerely,
******** *******Business Response
Date: 10/29/2024
Thank you for reaching out to CenterPoint Energy. The disconnection of the meter was intended for another unit at the property; however, due to the meters being switched, your meter was inadvertently disconnected. We sincerely apologize for the inconvenience you experienced, and we are working to ensure we are better able to recognize these types of situations much faster to prevent any customer from being without power for an extended period of time.
If you have any additional questions, please feel free to contact Customer Service at ***************
Best regards,
CenterPoint Energy
Customer Answer
Date: 11/01/2024
Complaint: ********
I am rejecting this response because:
The meters are not switched. They have never been switched. This is ridiculous. Quit wasting my time with lies. I appreciate the required apology for my inconvenience, but telling me the meters were switched is such a blatant lie and I have no respect for that. Hands down the one of the worst corporations in the country. You disconnected the wrong unit because someone doesn't know how to do their job, not because meters were switched. You do your job of lying to people really well though.
Sincerely,
******** *******Initial Complaint
Date:08/19/2024
Type: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.
This company has made it very difficult to pay our bills. The website is totally broken. The website doesn’t let you login.Business Response
Date: 08/21/2024
Thank you for reaching out to CenterPoint. We are not aware of any online issues at this time. If you continue to have issues, please contact Customer Service at ************** with the specific error message you are receiving.
You should be able to access your online account via the following link: Sign In (centerpointenergy.com). Payments can also be mailed, via our automated phone system, at a local authorized pay site or we also offer an Auto Pay option.
Best regards,
CenterPoint Energy
Initial Complaint
Date:08/19/2024
Type: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 made a request to start residential service with natural gas provider CenterPoint Energy. In their online form I entered the start date of August 21, 2024 (the day I will receive keys to a new rental house). I received an email receipt of my answers, with date to begin service: 08/21/24 for *** * ***** ******* ************ ** *****.
Unfortunately they began billing me starting on July 21, 2024. I don't live there yet, so am certainly not using the natural gas there. I have contacted the business three times (once by phone with a representative who agreed to fix the issue but did not, and twice by email, with no reply).
I hope very much to receive a correct bill for natural gas. My account number with CenterPoint is ************ - *. Thank you very much for your time and assistance.Business Response
Date: 08/21/2024
Thank you for reaching out to CenterPoint Energy. The date the service was transferred into your name has been corrected; we have changed the move in date to 8/21/24 per your original request and removed the billed charges prior to 8/21/24.
We apologize for any inconvenience this may have caused.
If you have any additional questions, please feel free to contact Customer Service at **************.
Best regards,
CenterPoint Energy
Customer Answer
Date: 08/22/2024
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:08/13/2024
Type: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 moved address called center point engery and had everything switched called several times to confirm this. I never received a bill for july i have called 3 times to report that my meter isn't getting read and i need my meter read so i can turn my bill in fir my health insurance! Im loosing my health insurance at the end of month bc of this problem! I have ******** ********* and can't loose my insurance but bc center point don't want to their job and fix/find the problem im loosing my insurance! They have documented that i have repeatedly called about this problem. All they tell me is its under review and its all documented. I shouldn't have to deal with this! Sad that no one can seem to help me or fix my problem!Business Response
Date: 08/15/2024
Thank you for reaching out to CenterPoint. We recently went through a system change at the beginning of July. When the changeover occurred, the order you had scheduled to transfer the service into your name was worked but there was an issue that caused the account to not start billing. This has been corrected and the service is showing active in your name as of the 6/28/24 date. We have attached a copy of the bill that generated on 8/14/24 and was mailed to your home address.
We apologize for any inconvenience this may have caused.
Best regards,
CenterPoint Energy
Initial Complaint
Date:07/15/2024
Type: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.
We mailed our payment check to CenterPoint on June 21 2024 ( due July 1 2024 } and it has not been cashed and now we are overdue .
Cannot get a reply from the online message center.
The new website does not show our previous history.
My neighbor has the same issue.
Evidently the new account numbers and old account numbers were not matched .
We have never been overdue at the same address over 37 years.
Please correct the problem and please let me know what is the problem ?Business Response
Date: 07/18/2024
Thank you for reaching out to CenterPoint Energy. We checked our records and do not show that we have received the check that you sent in June for your account. If we were to receive the check, we would apply it to your account.
There was not a late payment fee assessed to your account from last month.
If you have any additional questions, please feel free to contact Customer Service at **************.
Best regards,
CenterPoint Energy
Customer Answer
Date: 07/20/2024
Complaint: ********
Our check , # **** , in the name of ****** * ******** was mailed on June 21 2024 with the old account number. . Other checks mailed at the same time reached their vendors and were cashed. My account with Center Point was converted on June 28 2024 along with changing our account number. This is around the same time period that our checks have been previously cashed by Center Point.We feel that when the change was made it affected our payment.
I am rejecting this response because:
Sincerely,
**** ********Business Response
Date: 07/23/2024
The payment of $99.90 due on 7/1/2024 and mailed on
6/21/2024 still has not been received. CenterPoint Energy did receive your
online payment of $250.33 made on 7/22/24. Your account is paid in full.Initial Complaint
Date:07/11/2024
Type: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 has let us go approximately 7 days without turning our gas service on. They claim to have come to the house on multiple occasions, all of which someone was present, and nothing has happened. They have claimed to have turned the gas on two occasions as well, and the lock remains on the gas meter.Business Response
Date: 07/16/2024
Thank you for allowing us to address
your concern. We understand that a lot of people have been without power for
several days and are counting on us to restore power. We remain committed to
our plans to ensure power is restored throughout our service territory.
Restoring power effectively and as safe as possible is our top priority. Based
upon the company’s progress since severe weather impacted our service area,
CenterPoint Energy has confidence in its customer restoration expectations.
Thank you for your continued patience as we complete repairs and work to
restore power.Customer Answer
Date: 07/25/2024
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:07/01/2024
Type: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.
We recently moved from our previous home to a new home within ******, IN. During this time we submitted a notice to discontinue service at the previous home and open a new account at the new home. Centerpoint mistakenly transferred the discontinue notice to our new home the day they began a new CRM/accounting system implementation and shut our service off on June 26th, 2024. We contacted them the same day and the next two days after numerous times explaining to numerous people what happened. They said they are not reconnecting services for 6 days and we will not have it restored until July 2nd. We even reported that we smelled gas on June 27th out of desperation and the tech who came couldn't restore service-nor could his field supervisor. I am very concerned how many other people or suffering from their poor implementation execution and monopoly on our access to this vital resource. They offered no solution and this is 100% their issue. We cannot cook food and have no hot water. Why did they not have a lapse in service shut off built into their implementation plan? Why is there no responsibility on their end. Many of their employees didn't even know that they are not doing service calls for 6 days during this time and we spent an entire day off work waiting for them to show up because we were told they were going to be out the following day by more than one person.Business Response
Date: 07/02/2024
Thank you for reaching out to CenterPoint Energy. In review of the account, the gas service was turned off in error on June 26th; we will ensure this error is addressed. Due to a system change we recently went through, certain orders were not able to be scheduled at the end of that week as the changeover was in process. We sincerely apologize for any inconvenience this caused. We reached out to Mr. ******** by phone on 7/1/24 and scheduled an order to have the service turned back on the same day. The service was successfully turned back on that day.
If you have any additional questions or concerns, please feel free to contact us at **************.
Best regards,
CenterPoint Energy
Customer Answer
Date: 07/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. However, they didn't address the original issue regarding their process during their system change. If they were not able to turn gas on Thursday and Friday why would they be turning gas off on Wednesday, the day they started the system change?
Sincerely,
******** * ****** ********Initial Complaint
Date:06/07/2024
Type: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.
Paid deposit called 2 months ago they said it would be mailed the 24th same last month still waiting they sure didnt wait for the depositBusiness Response
Date: 06/07/2024
Thank you for reaching out to CenterPoint. Deposits can be requested for refund after 9 consecutive months of on-time payments. We show your deposit was paid on 8/24/23, making it eligible for refund after 5/24/24. The credit check was processed on 6/3/24 and mailed to the billing address on file so you should receive soon.
Best regards,
CenterPoint Energy
Initial Complaint
Date:05/20/2024
Type: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.
On May 16th 2024 Centerpoint Energy shut my electric off with out every sending a bill which in turn made all our refrigerated food and my wife's insulin go bad.. So we recently moved and had our mail forwarded to our new address while we contacted all our creditors and changed our address. I have four properties with centerpoint that are paid in full every month and since the forwarded mail the stoped sending me bills. None of the four locations received bills after February and I found this out when the showed up to cut the power at our carlot. I was able to pay by phone as I do ever month but only after I got them to give me the account number which is on the bill because you can not pay without the account number over the phone. They told me they mailed the bill to our vacant property which does not even receive mail.
I went over to the mail box and no mail.
Then I went to the post office where they instructed me there was no mail being held at any one of the three zip codes I deal with. So a few days later they shut my home off again after not receiving any bill in which all our food and insulin went bad. This cost us approximately $500 . I again called and got the information and paid in full and was charged approximately $400 in the form of a deposit and reconnect and again explained I did not receive a bill at any of my four locations. They would not turn it back on until the next day. So because I told them they did send a bill they mail out a disconnect notice which I received 2 days later on Saturday at 3pm, to late to avoid disconnect. I would like a reimbursement or the $900 they costed me in their premature disconnect without ever sending me a bill.
I also have email showing every piece of mail that is delivered to me each day to prove that no bill was ever sentBusiness Response
Date: 05/24/2024
Thank you for reaching out to CenterPoint Energy. In review of your account, it appears that the post office may have been forwarding your bills to you because the billing address we had on file was incorrect due to a typo. The billing address we had on file was *** ***** *** ********* IN. Once the post office stopped forwarding your mail is when you may have stopped receiving your bills. However, if you do not receive your bill, please contact Customer Service as soon as possible so the account can be researched to determine the possible cause and we can provide you your bill. We show the billing address was corrected in early May. We have credited back the security deposits that you were charged when you were disconnected in addition to the reconnect fee. At this time, your account has a credit of $345.46.
If you have any questions, please contact Customer Service at **************.
Best regards,
CenterPoint Energy
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