Complaints

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

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  CenterPoint Energy, LLC

  1111 Louisiana St Houston, TX 77002-5230

• 

  CenterPoint Energy, LLC

  PO Box 1700 Cnp-t 31 Houston, TX 77251-1700

• 

  CenterPoint Energy, LLC

  PO Box 2628 Houston, TX 77252-2628

• 

  CenterPoint Energy, LLC

  4220 Laura Koppe Rd # A Houston, TX 77016-5029

• 

  Centerpoint Energy

  26 Mason St Laurel, MS 39440-4438

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:06/23/2025

  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 recently purchased a condo located at ********************************************************************. The condo did not have power and the seller of the condo was not able to guide me on how to turn on the power. She previously used the condo as a rental. I created an account with ************* and they are my provider. I contacted them regarding the issue and Constellation advised that I should call Center Point, so I called Center Point. Center point was not able to assist or guide me on how to turn on the power myself from their switch. They said that they need to send a technician on site, and if there's an issue with the panel or any other type of issue, there'll be a service call charge of $109.00. If the technician does not have any repairs to complete, there will be no charge, so I agreed to have somebody sent over. I have provided them my contact information and I requested that the technician give me a call when he will arrive at the location, since the complex is a gated complex. The appointment was around noon. We waited for the technician to arrive and nobody would call or show up 2 hours after the appointment. I call again and I am told that the technician could not get to the property because he did not have the gate access code. I have requested the technician to return the same day because we needed power. The technician came back, entered the property the second time, without calling me or notifying me again. As a result of this, I am being charged 2 Service calls, each in the amount of $109.00. I am contesting BOTH of these fees. I have a few questions for this service provider:1. Why do you turn off the power, and why don't you instruct the new residents on how to turn back the power on? 2. If you MUST turn off the power, why is there a fee of $109.00? This service should be provided at no cost, unless you notify and instruct the new property owners on how to turn on the switch?3. Why is there a lack of communication at the expense of your customers?

  Business Response

  Date: 06/26/2025

  Thank you for contacting CenterPoint Energy. We have completed our investigation into your complaint and reversed both fees, totaling $218. Please allow until the next billing cycle for the credits to be applied. We apologize for any inconvenience this may have caused and appreciate your patience during our investigation and correction process.

  Kind Regards,

  CenterPoint Energy

  Customer Answer

  Date: 06/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23408621, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:06/17/2025

  Type:Product 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 am filing a complaint against CenterPoint Energy for unauthorized billing and failure to provide agreed-upon service.I recently had a standby generator installed and was told I needed to upgrade my gas meter. CenterPoint required a passed city inspection and a $350 payment, which I provided (via my Marriott Bonvoy card ending in 1180). On 4/11/25, they came to upgrade the meter but refused to proceed, stating the gas line was incorrecteven though it passed city inspection.I contacted CenterPoint multiple times by phone and email to request clarification or a refund. I received no response. As a result, I reported the $350 payment as fraudulent, and the charge was refunded on 5/18/25.Then, without my consent, CenterPoint withdrew $350 from my checking account ending in 0721 on 5/22/25. I was not notified of this charge, nor was I ever shown an overdue invoice. I have never missed or been late on any gas payments. This unauthorized withdrawal caused my account to overdraftfortunately I have overdraft protection, but this still disrupted my finances.CenterPoint later acknowledged the credit card refund but has yet to explain or justify the withdrawal from my bank account. I am requesting a full refund of the $350, ideally with interest to account for the unplanned expense and time spent trying to resolve the issue.I consider this a serious breach of billing ethics and trust, and I hope the BBB can help bring this to a fair resolution.Sincerely,Dr. **** *******

  Business Response

  Date: 06/24/2025

  Thank you for giving us the opportunity to address your concerns. We apologize for any inconvenience you have experienced. Upon reviewing your account, we discovered an additional payment of $350.00 was received, and a refund of $295.73 has been issued. Your recent bill of $54.27 has been generated and deducted from the $350.00 payment. We value your business and sincerely apologize for any inconvenience this may have caused. Kind
  regards, CenterPoint Energy.

  Customer Answer

  Date: 06/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23478650, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:05/22/2025

  Type:Order 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.

  November 2024 We had renters move out of ****************************************************************** and used service to show to new tenants. All bills were paid and account closed when renters moved in Dec 2024. They have sent a charge off and ruined my credit. I have been trying to get them to send the letter of good standing to the credit bureaus but continue getting dinged.

  Business Response

  Date: 05/28/2025

  
  
  Thank you for contacting us. Our records indicate the account referenced has an outstanding balance of $114.90. You may use any of our available payment methods to submit your payment.Payments can be made online at **************************, or through our IVR phone system by dialing ************. For your reference, your account number is ************. This account is inactive. As a result, if you select the option to pay online,please ensure you utilize the GUEST option and insert the account number above, so your payment is applied to the correct account.
  
  Once full payment has been received by CenterPoint Energy, we will issue a deletion letter to the collection agency. Please note this process may take up to 10 business days to complete.
  
  We appreciate the opportunity to assist you, and we are here to help if you have any further questions. 

  Kind Regards, CenterPoint Energy 

  Customer Answer

  Date: 05/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The bill was being sent to the tenant and I did not know. The last two representatives had said my file was free and clear but unfortunately I could not find any records of payoff. It is now paid in full and will request the deletion letter. Thank you. 
  
  
  
   
  

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  In January, we contacted CenterPoint to cancel gas service at our previous residence at ****************** and initiate service at our new address, ******************************. Despite this request, I continued to be charged on my credit card and assumed the billing was for the new address.However, service at ************************ was unexpectedly disconnected due to nonpayment. Upon contacting CenterPoint, I was informed that the payments had been applied to the account for the ************ propertyour former residencerather than the new address. No payments had been made toward the Yellow **** **** account.Additionally, I was told that my billing statements were sent to a former address on ***********************, which I vacated over three years ago. As a result of these errors, I had to pay /$470including reconnection feesto restore service.CenterPoint representatives claimed the situation was my responsibility for not reviewing my statements, despite the fact that I was not receiving them at my current address. I am requesting a refund for the payments erroneously applied to the ************ property after our departure, as well as the reconnection fees. Had the account transition been handled correctly from the start, this issueand the resulting service disruptionwould not have occurred.Unfortunately, my attempts to resolve this over the phone were met with an uncooperative and dismissive response. I hope this matter can be addressed promptly and fairly.

  Business Response

  Date: 05/16/2025

  Thank you for allowing us to address your concern. Our records do not show that CenterPoint Energy received any request to disconnect service from the customer for ************************************************ The ******************** were canceled out of the customer's name when the new party at the property requested service on April 2, 2025.
  
  We have reviewed bills for the new address and confirmed that the red disconnection notice was mailed to ********************************************************************************* on April 14, 2025. The disconnect notice stated: "Your account is past due. To avoid disconnection, your past due amount of $261.06 must be received on or before April 24, 2025. Additionally, your current charges of $46.69 must be paid on or before April 29, 2025."
  
  After the notice was mailed, CenterPoint Energy did not receive a payment until May 7, 2025. In conclusion, we did not find any fault with our processes. All fees charged to both accounts are valid and no refunds are warranted. We apologize for any inconvenience this has caused.

  Regards, 

  CenterPoint Energy

   

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  We received the April dated bill previously attached by Centerpoint at our new address, postmarked May 16th.

  As shown in the attachments, the date and address provided do not correspond with the documentation CenterPoint supplied on May 7th when I called regarding the disconnection. 

  I am happy to forward the May 7th email as proof.  
  
   
  Regards,
  

  ***** ******
  
   

  
  

• Initial Complaint

  Date:05/12/2025

  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.

  CenterPoint Energy now has a monthly charge for repairing your line of water from the meter to the intake at the house. I am 86 years old and we put in a new line about five years ago when we did all the piping from galvanized to steel. This is nothing but a scam by Center Point Energy with an insurance company in ******** to ****** customers on a monthly basis. I want this charge of $36.77. They are a mean spirited company and have sent me a "final bill" for that amount. I can't believe this is happening when we have been always paying our bill without a fight and on time. This is not a service we want. They know it is not right to charge people for this. Your help would be appreciated. ****** P. ****

  Business Response

  Date: 05/14/2025

  We appreciate the opportunity to address your concerns and apologize for any inconvenience caused. The water line plan from ********* is optional and provides additional protection for your water line. If you no longer wish to receive these inserts, you can opt out through customer service.
  Upon further review of your account, we confirm that the signed acceptance form for Gas Line Coverage was returned to *********. The plan was cancelled effective 03/15/2025. The remaining balance of $36.77 is from the billing period of November 2024 to March 2025. For any further questions about your HomeServe charges, please contact them at ************. Kind regards, CenterPoint Energy.

  Customer Answer

  Date: 06/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
    Please See Attached
  

• Initial Complaint

  Date:05/12/2025

  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.

  I canceled my account with ********************** out of Indiana on March 24th I have a credit of $2,207 I was told it would take 5 to 7 days. Call back I was told it would take two weeks. Call back I was told that the final bill would be mailed out on the 28th of April and the check would be mailed on the 29th. Never got it call back was told it was mailed on the 29th never got it called back was told it was out on the 29th then I called back and they hadn't even issued the check or cleared out the account yet. Here it is May 12th and I still have not got the check. The lies I was told was actually ridiculous I was told over and over again something different by everybody I talk to you it's been absolutely insane because we both know that if I owe them they would have already shut off my utilities.

  Business Response

  Date: 05/15/2025

  ******,

  CenterPoint Energy records show that this refund payment was issued on 5/9/2025. We would like to apologize for any inconvenience this may have caused.

   

  CenterPoint Energy

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair 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 been without power for over 30 hours, and this experience has been beyond frustrating. I was assured that a technician would arrive between 8 AM and noon today to temporarily disconnect my power so the electrician could fix the wire your team damaged. However, more than five hours have passed since the scheduled time, and every time I call, I am simply told that the technician is on the way. Now I was told this is not so and that It was pending. I just got hung up on. This needs to be completed IMMEDIATELY so the electricians can finish their work, and your team can reconnect my power TODAY! The lack of urgency and transparency is completely unacceptable. In a situation as critical as restoring power to a home, I expected far better reliability and communication.The disconnect must happen now so the crew can repair the wire and restore my service without further delay.

  Business Response

  Date: 05/27/2025

  Thank you for contacting CenterPoint Energy. Temporary disconnection orders are completed based on weather conditions, workload, and a first-come, first-served basis. Our records indicate that your order was completed on the scheduled day at 1:41 PM. We apologize for any inconvenience this may have caused.

   

  Kind Regards, 

  CenterPoint Energy 

• Initial Complaint

  Date:05/06/2025

  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.

  **** dated apr, 29 2025 has a $3.70 charge for a weather event in feb. 2021 that happened in the state of *****. My home is in ********* and the ****** governs business within the state of **. This charge has been added repeatedly and is due to continue for a total of 5 years. This is an estimated total charge of about $222.00. I seriously doubt that the ****** authorized this charge. I would like to be reimbursed for this unauthorized billing amount.

  Business Response

  Date: 05/07/2025

  We appreciate the opportunity to address your concerns. In mid-February 2021, CenterPoint Energy's gas territories faced an extended period of severe cold weather. Despite these challenging subzero conditions, CenterPoint Energy successfully ensured reliable service to keep our Minnesota customers safe and warm. However, during this time, we incurred unavoidable costs. As a regulated utility, CenterPoint Energy is obligated to purchase and deliver a dependable supply of natural gas to our customers. The price we pay for natural gas is identical to the price charged to our customers, with no markup. To mitigate the impact on our customers' monthly bills during this unprecedented situation, CenterPoint Energy proposed a plan to the ************************************* (***) to recover costs over an extended period. The ****** approved this recovery as a temporary surcharge on customer bills, starting September 1, 2021, and lasting for 63 months. We hope this clarifies your concerns regarding the line-item approval from the ** PUC, and we apologize for any inconvenience this may have caused.

  Kind regards, 

  CenterPoint Energy

  Customer Answer

  Date: 05/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:05/06/2025

  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.

  We received a gas bill that was OUTRAGEOUS. We have filed multiple reports with Centerpoint and the technicians that have come to our home have investigated and reported there is no way we used $1500 worth of gas in one month. I have nothing on my property that could consume this amount of gas. One field technician said they would assume to meter threw a faulty reading, would replace the meter and correct the bill if my gas usage returned to normal. Nothing happens. We just get calls from collection agents. I have called so many times to be transferred to a supervisor and no one ever answers the phone. This is fraudulent and they are threatening to turn off my gas. I have no recourse. No one to speak to. The field technicians are reasonable and understand but there is zero assistance from the corporate office. No one returns my calls. I have been a faithful timely paying customer for over 30 years. ********************** should I call the news stations?

  Business Response

  Date: 05/16/2025

  Thank you for contacting CenterPoint Energy. We apologize for the inconvenience you've experienced. We are currently investigating your concern and will conduct thorough research into the billing issue at your home. An additional extension has been placed on your account until June 10, 2025, for the past due balance while we investigate. Our offices will reach out to you by phone. We appreciate the opportunity to address your concerns.

  Kind Regards, 

  CenterPoint Energy

  
  

• Initial Complaint

  Date:05/05/2025

  Type:Product 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 am a customer of ********************, they are my natural gas provider. In April 2025 *************** merged with/took over CenterPoint Energy as our natural gas provider and sent me an email letting me know of the transition. The email specifically stated that there would be no changes in how I paid my gas bill. The email made it crystal clear that CenterPoint Energy would continue to collect payments as it always has, but on behalf of ***************. That email was later followed up with by a hard copy letter. Again, the letter stated that customers of ******************** did not have to do anything or make any changes to how they paid their gas bill. This same message is a bulletin on the CenterPoint Energy website in my customer account and on the *************** website; no changes need to be made to how I pay my gas bill. On 4/25/25 my bank, **************** Bill *** process, sent my gas bill to CenterPoint Energy in the amount of $57.78 (the amount due). The payment was delivered on 4/29/25 and the status of the payment was posted as "PAID". The due date for my gas bill was 5/1/25, so the payment was posted well before the due date. On 5/3/25 I received an email from CenterPoint Energy on behalf of *************** saying my gas bill payment was overdue. I followed *************** instructions and made no changes in how I paid my gas bill; the bill was paid on time, but now *************** is telling me my bill has not been paid. *************** is responsible for making sure the payment was transferred from CenterPoint Energy as per their email, hardcopy letter, and online account bulletin. I have since paid the balance again, using my credit card, via the online bill pay function. **************** denied my request to recall the payment because I had authorized the payment to be sent to Centerpoint Energy when I set up the payment earlier in April; they followed my instructions. I want to make sure *************** returns my $57.78 over payment.

  Business Response

  Date: 05/13/2025

  Thank you for allowing us to address your concern. Our records do not indicate that your account was overdue. We have received both payments of $57.78. Since your most recent bill posted to your account, the balance was applied to the credit on the account, leaving a remaining balance of $10.81. If you would like the credit refunded, please contact *************** at ************ for assistance. We apologize for any inconvenience this has caused.
  
  Regards, 
  
  CenterPoint Energy 
  
  

  Customer Answer

  Date: 05/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Although, I am still an unhappy customer because of the failure of Delta Utilities/CenterPoint Energy to acknowledge that they made a mistake and that mistake was the cause of all the heartache.