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

  15934 Cypress North Houston Rd Cypress, TX 77429-2104

• 

  CenterPoint Energy, LLC

  PO Box 4583 Houston, TX 77210-4583

• 

  Centerpoint Energy

  399 Highway 6 W Oxford, MS 38655-8597

• 

  CenterPoint Energy

  2019 E Pass Rd Gulfport, MS 39507-3735

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:05/06/2025

  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.
  
  
  
   
  

• Initial Complaint

  Date:05/01/2025

  Type:Product 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.

  When I had Generac installed I had to pay $350 for different gas meter. They came to my house to change to a New meter. The technician let a lot of air in the line hence my water heater wouldnt light . Had to plumber to light it. It wouldnt light because of the air in the line. Plumber cost me $225. They caused the problem so they should refund me $225.

  Business Response

  Date: 05/08/2025

  Thank you for contacting CenterPoint Energy.  After careful consideration of your complaint, we regret to inform you that our ***************** cannot approve payment for your claim. Our technician left the water heater lit as a courtesy and all actions taken were in line with our established procedures and protocols. We appreciate the opportunity to address your concerns. 

  Kind Regards,

  CenterPoint Energy 

  Customer Answer

  Date: 05/10/2025

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards, they will not except that evidently their service man needs retraining because he apparently doesnt seem to know when he does something that allows air into the line and that the air has to be bled out completely before pilot can be lit successfully . Air in the line is what the plumber said was the problem. They caused the problem not anything I did. Its their fault that when I paid $350 to upgrade my meter that their service man gave me a bad meter to start with.
  
  
   
  

• Initial Complaint

  Date:04/24/2025

  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.

  I have been losing power during every rain storm for the past 2 weeks. This has never happened before now. We didn't even lose power during the freeze. Completely unacceptable. I pay the outrageous rates for electricity and expect to have electricity when it is needed most. Someone needs to get to the bottom of this and resolve the issue before hurricane season hits and my children and I are left in the dark, literally. I am a single mother and cannot afford to leave everytime it rains in Houston, **.

  Business Response

  Date: 05/05/2025

  We appreciate the opportunity to address your concerns. Upon review of your account, we show that Ms. ***** has submitted her outage concerns to the ************************* (***). A formal response will be sent to the *** who will provide a response to her complaint.  Kind regards, CenterPoint Energy.

• Initial Complaint

  Date:04/21/2025

  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 have been trying for almost 2 weeks to get my gas utility turned on. To date i have spoken with one real person and that person was a dispatcher who worked for a different company.They do not answer phones, their website is in pieces and can not be used to start a service due to laughable oversights in their required information (requiring an existing Centerpoint account number and billing history to start service????). I have spent nearly 2 hours on hold MULTIPLE times, have called dozens of times, and their machines say the office hours are 6am to 6pm, but it seems more like 10 am to 2 pm given when you actually get put on hold, vs when the machine tells you to call back later.They have complete and total monopolies in a LOT of areas, which is how they are even still in business. They are well known as the singular worst gas supplier in this entire country because of their behavior.Back to the dispatcher i spoke to. I visited several of their listed offices in my area. Every single one is locked up, no employees in sight during business hours. I went to a dispatch yard and the dispatcher informed me she worked for an entirely separate company because Centerpoint cant even handle their own areas, and contract the maintenance out to other companies. She, a dispatcher who works WITH centerpoint, could not get ahold of ANYONE at the company to date, let alone someone to ******* stated the worst part about centerpoint is they ARE a monopoly. They have no competition because everywhere they DID, they were run out of town by angry mobs for darn good reason.

  Business Response

  Date: 05/05/2025

  Thank you for reaching out to CenterPoint Energy. Our records confirm that your account is currently active. We will thoroughly review your account and investigate your claims. We appreciate the opportunity to address your concerns.

  Kind regards, 

  CenterPoint Energy 

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service 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.

  They turned off my natural gas service despite the need for a medical waiver that was obtained. They also charged me multiple times for fees that wasnt supposed to be on my bill making my bill go from $110 to $500 in one month. This company is bogus and full of broken promises and never abide by the laws rules and regulations thats stated on their website.

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to address your concerns. After reviewing your account, we note that a medical certificate was requested and issued on 02/24/2025. The completed form was expected to be returned within ten days of issuance; however, it was not received within the specified timeframe,resulting in a default. Consequently, your account is ineligible for an additional medical certificate for the next twelve months. Additionally, we have recorded two payments of $207.40 and $449.00 that were made on 04/10/2025,both of which were returned due to insufficient funds from your financial institution. A disconnection notice was sent on 03/26/2025, indicating that a payment of $288.52 was required by 04/05/2025, to avoid disconnection. This notice also outlined potential additional fees, including a $40.00 reconnection fee, a $20.00 collection fee, and the possibility of an extra deposit.Currently, your account shows an outstanding balance of $345.78, and a disconnection order has been issued. To avoid disconnection, a payment of $233.52 must be made by 04/23/2025 to prevent disconnection and any additional disconnection fees. If you have any questions, please contact customer service at ************.Kind regards, CenterPoint Energy.

  Customer Answer

  Date: 04/23/2025

  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.  
  
  Where does it state that I received a medical waiver in February? Also I paid $200 and spoke to several people to get my services reconnected and those bogus charges removed from my account. Everyone was confused as to why I had a security deposit $100 on April 9 and security deposit $45 April 19 after making payments. The bill clearly says how much my past due is $288 and current charges $112 and $200 was paid meaning I have $200 left to get current. Where does $345 come from and why doesnt my bill state Im being disconnected April 23?? Why am I being disconnected again for making payments and nobody told me that when I spoke with them and got the service reconnected?? This company is ridiculous! And those payments you said where were they on my bill and why wasnt charged that?? Yall trying to make me pay over $500 for a past due bill of $288 and thats exactly why I also went to the railroad commission because Im well educated and Im not paying that much for anything thats not stated in my bill. So at this point you can redo my bill and contact me with a supervisor or anyone thats educated and have common sense in math! Have a great day
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:04/15/2025

  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.

  System glitch canceled appointment, providers missed 2 appointments causing me to fail a apartment inspection

  Business Response

  Date: 05/01/2025

  We appreciate the opportunity to address your concern. Our records indicate that we have not received any orders, other than a move-in request for a different customer. For any refund requests, please reach out to your *************** Provider, as CenterPoint Energy does not handle billing for electric customers. We apologize for any inconvenience this may have caused.

  Regards, 

  CenterPoint Energy

• Initial Complaint

  Date:04/11/2025

  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.

  Counterpoint has unscrupulously charged my address for 2 separate natural gas accounts. The account listed is on auto pay and paid in full every month. There is a secondary account which I do not have access to in my portal, which I was charged a 2nd initiation fee with an outstanding balance. I was not aware of any outstanding balance until a debt collection agency has contacted me. I attempted to resolve this with Centerpoint who refused to assist.

  Business Response

  Date: 04/17/2025

  We appreciate the opportunity to address your concerns. After reviewing your account, we found that a move-out order was created, followed by a move-in order on 06/29/2023, through our digital platform. Our billing team has waived one of the service initiation fees of $42.53, and the usage charges from 06/08/2023 06/29/2023, totaling $24.12, have been applied to your current account number. A deletion request has been submitted to the major credit bureaus and a deletion letter will be emailed to you. We value your business and sincerely apologize for any inconvenience this may have caused. Best regards, CenterPoint Energy.

  Customer Answer

  Date: 04/23/2025

  [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:04/08/2025

  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.

  I am writing to file a complaint against CenterPoint Energy for what I believe are unethical, negligent, and potentially illegal business practices. My gas service was disconnected due to a returned payment, despite the fact that I was not even 30 days past due. I was told that communication was sent to notify me of the disconnection; however, when I requested proof, I was told they could not provide it. A representative on a recorded call acknowledged that the error was on their end and promised same-day reconnection, citing it was not my fault. However, a supervisor later called back and refused to honor that promise, admitting that it was a mistake. She was rude, dismissive, and contradicted previous information given by their own representatives. Two employees told me two different stories, and no one took responsibility for the issue. This shows a serious lack of professionalism, accountability, and internal communication. Adding to my distress, I explained that I suffer from asthma, and I live with a seriously ill family member, making it dangerous for us to be without gas. I requested an emergency reconnection, which they denied without any compassion or concern for our health. It was clear they did not care, and stated theres nothing we can do, even though this situation was caused by their admitted error. Its unacceptable that CenterPoint Energy behaves in this manner, especially knowing that they are the only gas provider available in my area, giving consumers no real choice. Their practices are not only unprofessional, but potentially dangerous and discriminatory to customers with health issues.I am requesting a formal investigation into this matter and seeking Documentation of all communication records related to this disconnection.Policy review and disciplinary action for the staff involved.Reimbursement of any reconnection fees or related expenses caused by this issue.Assurance that my service will not be unfairly disrupted again.

  Business Response

  Date: 04/10/2025

  Thank you for contacting CenterPoint Energy. We have performed a thorough investigation regarding your concern. As a result, we have removed a reconnection fee of $42.09 and a collection fee of $20.83 totaling $62.92 from your gas account. We apologize for your experience and appreciate your patience. It is our pleasure to serve you at CenterPoint Energy.

• Initial Complaint

  Date:04/06/2025

  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.

  Dear CenterPoint Energy,I am writing to report an immediate hazard requiring urgent attention at the property, located at ***************************************************************************** the early morning of April 6, 2025, at approximately 1:30 a.m., I was awakened by loud explosion noises and electrical short circuits. Upon inspection, I discovered that a high-voltage power line had snapped due to a fallen tree branch, leaving the wire ends hanging dangerously close to the ground on my property.I immediately contacted CenterPoint Energy at **************, and your personnel promptly responded to inspect and repair the damaged line, which had caused a neighborhood-wide power outage.However, following the repair, I have observed that several trees remain dangerously close to the high-voltage lines. These trees pose a continuous risk of similar future incidents, which could result in property damage, injury, or even loss of life to residents in this area.I have resided at this address for over 26 years and have observed minimal preventative maintenance of trees near the power lines. Therefore, I request the following:A thorough inspection of trees that pose a hazard to the high-voltage lines on my property and throughout the neighborhood.A regular preventative maintenance plan for pruning and managing trees near the power lines to prevent future incidents.An assessment of the safety of the power lines in relation to the proximity of trees throughout the neighborhood.The safety of the residents in this area is my primary concern. I would appreciate a prompt response and immediate action to address this urgent situation.Thank you for your attention to this urgent matter.Sincerely,***** ******* ************ *******************

  Business Response

  Date: 04/09/2025

  Thank you for reaching out to CenterPoint Energy. We appreciate your patience as we conducted a comprehensive investigation into your complaint. After an inspection, we have determined that tree trimming maintenance will be scheduled next week (weather and workload permitting) for the property listed in the complaint. This preventative measure is intended to mitigate any potential future issues. We take your concerns seriously and are committed to ensuring your satisfaction. It is our pleasure to serve you at CenterPoint Energy.

  Customer Answer

  Date: 04/10/2025

  [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.  
  Keeping in mind that request has not been completed yet,since Centerpoint has scheduled to resolve the issue next week between April 14 and April 18 of 2025