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

  300 Executive Blvd Byram, MS 39272-5529

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:09/17/2024

  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 want to bring attention to an issue I encountered with CenterPoint's billing system that led to multiple unauthorized charges. Despite updating my bank account details in the system before the payment due date, CenterPoint drafted payments from my previous account. I was under the impression that the payments were being processed correctly until I noticed the discrepancy on 9/17 via email.I have consistently used auto-pay since establishing my account, and I ensured that my new banking information was updated in the systemjust as I did with all my other utilities. CenterPoint was the only company to encounter such an issue.When I contacted customer service, I was met with an unprofessional attitude from both the representative and the manager. They were dismissive and condescending, implying there was no record of my account update, even though they acknowledged the correct banking information on file. This system error has resulted in unnecessary fees and disconnection, which I do not believe I should be held responsible for.Additionally, I recommend reviewing customer service practices, as the interactions I had were far from helpful and included unprofessional behavior. This experience has been extremely frustrating, and I hope management will hire associates that are more invested in their English skills than belligerence.

  Business Response

  Date: 10/02/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. Upon review of the account, we do show that the bank account information has been changed. All bank changes are initiated by the customer via the self-service portal. Unfortunately, if any of the account numbers are transposed then it will result in the payment being returned by a customers bank. We show there were two payments returned by your bank ($57.60 and $97.61)as no account found/unable to locate. As a courtesy we will waive one of the $20.00 return check fees. Kind Regards, CenterPoint Energy.

• Initial Complaint

  Date:09/13/2024

  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 am extremely disappointed in the service I received from Centerpoint Energy when I contacted customer service to inquire about receiving a credit on my bill. Due to a devastating house fire and the tragic loss of my sister, I completely forgot to contact them to disconnect services. Despite the fact that my house was condemned and I was displaced from my home, they showed no empathy or understanding towards my situation. The lack of compassion and assistance from Centerpoint Energy in my time of need is truly disheartening.

  Business Response

  Date: 09/18/2024

  Thank you for reaching out to CenterPoint Energy. We are sorry to hear about your family and the damage that occurred to your home. We have removed any billed charges from your account after 8/7/24. A new billing statement reflecting those adjustments should generate in the next few days.

  If you need anything else, please let us know.

  Best regards,

  CenterPoint Energy

• Initial Complaint

  Date:09/12/2024

  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.

  I called CenterPoint to report a street light outage on August 28th and was told if it's just the bulb being replaced it would be three consecutive days to replace. I called back on Tuesday, September 3rd, and was told because of the holiday (Labor Day) someone should come out on Thursday, September 5th. I called again and was told if it's an underground matter it could take 3 to 4 weeks for repair. I told the lady I didn't think anyone came out to see if it was the bulb or an underground matter and she stated no one has come. I want this matter to be resolved because my mother is 97 years old and that corner is very dark at night.

  Business Response

  Date: 09/16/2024

  Thank you for bringing this to our attention. Our records indicate the light was replaced on 9/13/2024. We apologize for any inconvenience this has caused. 
  
  Regards, 
  
  CenterPoint Energy

• Initial Complaint

  Date:09/04/2024

  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 set up service for my new home in May. After multiple calls and Centerpoint not showing up, I called again and they told me I had to pay an $80.00 Deposit. I pulled over and used their automated service to pay via debit card. My bank statement shows the $82.50 debited on 6/26/24. Centerpoint connected my gas the next day. Ever since then, they have said I owe the $80.00 connection fee. I called the whole month of July to get help but due to Hurricane Beryl, they didnt have customer service agents. I then emailed and they said to fax, mail or email the proof of payment. I did all 3. Never heard back. Now they are saying they did an investigation and did not find a payment. I have called and the last agent yelled at me and hung up.
  I emailed back and forth and asked the agent where my payment went and they sent the same reply and put it in bold. "We have received your email about your misapplied payment in the amount of $80.00. Our records indicate there was an investigation case, and no payment was located. We suggest you reach out to your bank. We apologize for any inconvenience"
  I then attached the statement and asked where the payment went and they said "thank you". This is ridiculous.

• Initial Complaint

  Date:08/30/2024

  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.

  Centerpoint overcharged on a security deposit and will NOT issue a credit or repay the money

  Business Response

  Date: 09/09/2024

  Thank you for bringing this to our attention. We have completed a full investigation regarding your complaint, and we believe an adjustment is warranted. A representative has contacted the customer regarding the adjustment. We apologize for any inconvenience we caused.
   
  Kind Regards, 
  
  CenterPoint Energy 

• Initial Complaint

  Date:08/29/2024

  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 was out of power from 7/8-7/17. was charged for normal usage. reached out to CenterPoint to have them check the meter. CenterPoint advised that I would have a technician come out within 2 business days and receive a call so I could be there. They did not come out for 6 business days and did not call until tech was onsite and nobody was home. I then called back to complain, and was advised I could get an outage letter to turn in to the " intermediary" company issuing the bills and that CenterPoint would be issuing credits in the following month. CenterPoint energy has issued no such credit, I was not allowed to turn in their letter as they advised. They not only did not deliver reliable power or promptly return power but they are also now charging people for the days they had no power. We had to go stay in a hotel, throw away hundreds of dollars of food, eat out every meal for over a week and then replace all the losses. CenterPoint has made clear that their way to make it right is to charge you for a service you didn't receive while also making you spend thousands of dollars for their service issue.

  Business Response

  Date: 09/13/2024

  Thank you for allowing us to address your concern. It is important to note that all readings sent to your REP have been actual readings. According to the Tariff, CenterPoint is responsible for reading the meter on a monthly basis that follows the meter reading schedule. CenterPoint must also make all reasonable efforts to complete an actual meter reading versus an estimated reading. Please note, that as a customer receiving electric delivery service from CenterPoint Energy, you may view your hourly/daily/monthly usage data by enrolling in My Account Online (MAO) as well as view AMS daily readings using Smart Meter Texas. The portal displays daily readings as well as 15-minute interval usage information. We apologize for any inconvenience this has caused. 
  
  Kindest regards,
  CenterPoint Energy

• Initial Complaint

  Date:08/27/2024

  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.

  It was discovered in December of 2023, that the meter associated with our house was incorrect and that our account had been associated with the wrong address. After numerous attempts to get the meter and account number fixed, the utility sent out a field team who switched the meters physically in the field. They coordinated an investigation that concluded in March 2024, in which the bills between the two units were adjusted and the matter closed. At the conclusion of the investigation the administrative team switched the meter numbers with the accounts resulting in the same issue that started the incident to occur. This was discovered in August 2024, when the utility shut off the meter to our house, thinking it was the neighbors meter whose account was in delinquent status. The utility promised to send a tech out that night to investigate and correct their error. We got two notification, one telling use the tech was assigned and one 5 minutes later saying the tech had arrived. After walking up and down the street and checking our driveway cameras we confirmed the tech hadn't ever arrived at our address and that the gas service is still locked out. We confirmed with the utility that our account is active and in good standing.

  Business Response

  Date: 09/13/2024

  Thank you for contacting CenterPoint Energy. Our records indicate your gas service is currently active. We are investigating the complaint regarding the meters, and we will follow-up accordingly. We appreciate your patience while we work to examine the errors referenced. 

  Kind regards, 

  CenterPoint Energy

  Customer Answer

  Date: 09/16/2024

  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.  
  

  To elaborate- the gas service is turned back on, that is true. However, the billing meter on my account is still not correct so I am exposed to the same problem happening again, not to mention I am paying for my neighbors gas instead of my own.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/17/2024

  Thank you for contacting us. We have concluded the investigation pertaining to your account. Our records indicate the meters were corrected back in February 2024.
  The technician who visited the property in August, disconnected the incorrect meter in error. However, the meters are listed correctly in our billing system. A $50 good will credit has been applied to your account, because of our error. Please allow 3 -5 business days for the credit to appear. We apologize for any inconvenience this may have caused.
  

  Kind Regards, 

  CenterPoint Energy 

  Customer Answer

  Date: 09/20/2024

  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.  
  
  Centerpoint continues to say the billing issue is resolved but the meters are still mixed up. They are stating they corrected it back in February and there was an error in August; but our meter number doesnt match the meter supplying gas to our house.  This issue is unresolved and we continue to pay for gas services for a different house. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/03/2024

  Thank you for your response. We performed an additional investigation and found that the meter was switched with Unit C. We have completed the meter correction in our system and initiated the re-billing process. Please note that this may result in you receiving a higher or lower bill than before, as it will be based on your usage. We appreciate your patience as we work to make the necessary corrections. 

  Kind regards, 

  CenterPoint Energy 

  Customer Answer

  Date: 10/09/2024

  [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:08/27/2024

  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 have.
  Tried reaching out to centerpoint energy pertaining to my solar panels.Apparently i'm supposed to receive a distribution number and order for Solar panels to start working with the energy company. I went with apparently they have not received anything from centerpoint nor have II have tried contacting them on several occasions, which are July the 22nd 2024, July, the 25th 2024 and August 4th 2024, and also on today, which is. August, the 26th 2024.And I still have not heard anything from them.It is costing me almost $6700 for my solar panels.And they're not working because I have not received a distribution number from them.Nor have my energy company that i'm going with

  Business Response

  Date: 08/29/2024

  Thank you for bringing this to our
  attention. We apologize for any inconvenience you have experienced in this
  matter. Upon further review it was determined that your initial concern was
  that you were not receiving solar credits from your energy provider.
  CenterPoint Energy is showing that you have been authorized since 2022 and
  meter readings indicate that the meter is capturing excess energy. A representative
  from our Distributed Generation team also spoke with you and provided
  additional resources. Kind Regards, CenterPoint Energy.

• Initial Complaint

  Date:08/27/2024

  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 have been calling the company since April 2024 to inquire about my budget billing program. Over the course of the last 12 months I was quoted for a budget amount that ended up being higher than the amount I needed to pay, and was accruing more money on my account than needed. In April I called to inquire when it would be adjusted and they informed me sometime in the summer months. In July I began calling back, because my total account credit was now nearing $300. I had multiple phone calls over the next two months, and totaled over 4 hours of time on hold or in conversation with them. I was told on July 26 they would be sending me a check for the credit. It is now Aug 27 and I have yet to receive a check, yet I was billed for August and the credit is no longer reflected on my August bill.

  Business Response

  Date: 09/04/2024

  Thank you for reaching out to CenterPoint Energy. When your account was removed from the Budget program, an incorrect amount was reflected on your account (a debit balance was reflected instead of a credit balance). Your account has been corrected and it now reflecting a credit. A credit refund check request has been submitted and will be mailed to you. We apologize for any inconvenience this may have caused.

  if you have any additional questions, please feel free to contact Customer Service at 1-800-227-1376.

  Best regards,

  CenterPoint Energy

• Initial Complaint

  Date:08/22/2024

  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.

  On 8/22/24, CenterPoint Energy turned off the gas to our home to replace the gas meter. There was no notification that this replacement was scheduled or that work was taking place. We received a voicemail after the work was complete stating that the gas could not be turned because no one was home. There was someone at home at the time, but there was no attempt to notify that person except by placing a note on the front door (verified by multiple cameras on the front of the house).
  
  We contacted customer service, and they indicated that the technician had tried to notify us by knocking on the door. The representative indicated that they could not send anyone to turn the gas on until tomorrow or the next day (8/23/24 or 8/24/24), so we asked to speak to a supervisor. The representative then indicated that she needed to fill out a form in order for us to do so, but that we would not hear from the supervisor for 24-48 hours.
  
  At that point, we verified via multiple cameras on the front of the house that the technician had not tried to notify us that the gas had been turned off or that they needed to contact us before turning back on. We contacted customer service again, and they continued to repeat the same information. This time, after telling the representative about the cameras, they indicated we were wrong. We again asked to speak to a supervisor and were given the same explanation about a form. Upon asking the representative if they could reimburse us for the day without gas and/or provide a hotel room, they refused. The conversation went in circles, the representative was very rude, and they eventually hung up on us.
  
  We are still without gas, and there is no resolution.

  Business Response

  Date: 08/23/2024

  Mr. ****** is referring to the meter replacement program.
  CenterPoint Energy is replacing older gas meters under this replacement program
  as required by the Indiana Administrative Code 170.
  
  CenterPoint mailed Mr. ****** 2
  letters advising that he needed to contact us to schedule a date to have his
  gas meter changed. The first letter was mailed to Mr. ******* home at ***** ******** ***** Noblesville, IN on 6/11/24 and the second letter was sent on
  6/27/24. When a customer does not call to schedule an appointment, the letter
  does advise, “If you do not schedule an appointment for the meter replacement
  within 10 days of receipt of this letter; CenterPoint Energy will perform an
  unscheduled meter replacement. This unscheduled meter replacement will result
  in your gas service being turned off. You, the customer will be without gas
  service until you call CenterPoint and schedule a turn-on appointment. The
  turn-on appointment process can take up to three (3) days before gas service
  can be restored”.
  
  The gas meter was changed out on
  8/22/24; due to no one being home, the gas service was not able to be turned
  back on at the same time as the meter replacement. The technician noted that he
  knocked three times and did not receive an answer; a door tag was left advising
  Mr. ****** he would need to contact Customer Service.
  
  Mr. ****** contacted Customer
  Service on 8/22/24 regarding his gas service being turned off. The agent (and a
  supervisor) advised Mr. ****** that due to no response to the letters that were
  mailed, the meter replacement was completed and the technician did not have
  access to complete the safety checks to turn the gas back on. He was advised
  that the next available date to have the service turned back on was 8/23/24. An
  order was scheduled for 8/23/24.
  
  The gas
  service was successfully turned back on 8/23/24.