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:08/14/2023

  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 purchased AC home coverage (A/C) home warranty through CenterPoint energy and homeserve. I have now been waiting 3.5 days in an excessive heat warning 106 degrees for my AC to be fixed. I filed a claim - they send a non credible company out to my house called air dynasty- so I called them back three times! I can’t even get a supervisor to call me back nor will they send out a second opinion to fix my AC.
  I am single disabled mother with health issues and my house is 99 degrees inside! This has to be against the law!!

  Business Response

  Date: 08/22/2023

  Thank you for allowing us to address your concern. HomeServe explained that a contractor was able to visit the property on 08/16/2023. The technician confirmed that the current policy does not cover the cost of repairs to the blower motor. We apologize for any inconvenience this has caused.
  
  Respectfully,
  
  CenterPoint Energy

• Initial Complaint

  Date:08/11/2023

  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.

  Re: account 02-621919649-******* To whom it may concern:
  I have been frustrated by centerpoint/vectren/Indiana gas' billing department. The company issues its bill to us very early each month. They require payment within 21 days. Though this is the minimum required number or days mandated by Indiana's utility regulator, all of our other utilities utilize a more logical one month policy.
  
  I would like to be able to pay all of my utilities at one time near the end of the month when all the bills are due. I contacted centerpoint/vectren to request a change of bill date. They responded that they do not accommodate any changes of their billing cycle. They suggested I give them permission to access my bank account and withdraw whatever they bill at their leisure and timeframe. Given centerpoint/vectren's poor track record at BBB, and its disastrous history of billing mistakes in Texas and other parts of the country, I declined to give them access to my bank account.
  
  I do not think I'm asking for much. I would simply like centerpoint/vectren to adjust their meet reading day or billing due date to the end of the month. I understand they are technically within their regulatory limits, but it would improve their customer service image if they would accommodate minor inconveniences to their billing cycle.

  Business Response

  Date: 08/14/2023

  Thank you for contacting us regarding your account. At this time, billing due dates are related to dates of meter read routes and we are not able to change meter read/due dates for individual accounts. 

  If you have additional questions, please contact us at 1-800-227-1376 Monday through Friday between 7:00am and 7:00pm Eastern Standard Time. You may also find useful information regarding your CenterPoint Energy account by visiting us on the web at www.centerpointenergy.com.

  Customer Answer

  Date: 08/25/2023

  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.]

  The response from Vectren/Centerpoint was unacceptable. They simple ignored the request and said they will change anything. They seem unwilling to respond.
  
  
  
  Regards,
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:08/10/2023

  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.

  The parking lot security light at my business has been out for at least the last month. 3 times I have talked to representives about having it repaired. Every time I've been told that it be taken care of, but as of now nothing has been done. In the meantime, I am being bill for a service that does not function.

  Business Response

  Date: 08/21/2023

  Thank you for contacting CenterPoint Energy. We sent your information to the appropriate department and have received confirmation that the light has been fixed. If you have any questions or additional concerns, please contact us at 1-800-227-1376.

  Customer Answer

  Date: 09/12/2023

  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.  
  
  While the light was indeed replaced, it still does not work. In the mean time, I am still being billed for a nonfunctioning service.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

• Initial Complaint

  Date:08/10/2023

  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.

  They keep charging us fees for gas we are not using. We turned off the gas for the summer. They keep charging us $25 a month. We only have gas heat. Everything else is electric

  Business Response

  Date: 08/11/2023

  Thank you for contacting CenterPoint Energy regarding your account. On your monthly billing statement, there is a Distribution and Service Charge; this is the portion of the bill which reflects the costs to deliver natural gas to your home or business. The customer facilities charge that is billed each month regardless of consumption is included in this line item. If you have zero usage but have active gas service, you would still be charged the customer facilities charge every month.

• Initial Complaint

  Date:08/06/2023

  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.

  On July 24th, 2023 workers from Centerpoint dug a hole in my front yard and they damaged my driveway. I contacted the Rankin County Supervisor, Brad *******, and Brad confirmed that this was not from the work of the City of Brandon and I filed a complaint with ATT. ATT came and confirmed that this was not their people and that they did not have a work order for this area. I filed a complaint with Centerpoint via customer service last week and the rep said that someone would follow up with me in 2 days, but that did not happen. I have video evidence and photos of the workers digging in my yard as well. I want to have my driveway repaired where the diggers caused the two big cracks on my driveway.

  Business Response

  Date: 08/11/2023

  Thank you for allowing us to address your concern. After a thorough investigation, our Service Center has determined that the damages at the property may have been pre-existing. If you disagree with the results of this investigation, please provide evidence that the damages to your driveway were caused by CenterPoint Energy and/or its affiliates. As a result, CenterPoint Energy is unable to repair your driveway. We apologize for any inconvenience this may have caused.

  Kind Regards, 

  CenterPoint Energy

• Initial Complaint

  Date:08/04/2023

  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.

  on the budget plan but they keep raising our monthly payment, even though there is a very good surplus on the account.
  I have sent 3 emails over the past 2 weeks for an explanation, which they have not ever answered.

  Business Response

  Date: 08/10/2023

  Thank you for allowing us the opportunity to assist in
  addressing your concerns. Please be advised that the Average Monthly Billing
  (AMB) plan allows customers the ability to pay a set amount for six months and is
  then recalculated based on several factors such as the projected cost of gas, usage
  for the previous months, and weather factors. These recalculations can cause
  the average amount to increase or decrease for the following six months. This
  plan is beneficial for the winter months when bills are higher, however, you can
  de-enroll at any time. We value our customers and apologize for any
  inconvenience that you have experienced in this matter. If you have any
  questions, please feel free to contact customer service at 800-752-8036.
  Kindest regards, CenterPoint Energy.

  Customer Answer

  Date: 08/17/2023

  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.  
  
  
  
  they still haven't answered my question! and after the several emails back and forth I'm pretty  sure its a dead end trying to work with them!

  my question was why has my bill been raised for the past 3 months in the middle of summer, with a surplus in our account. Plus the new year payment plan is dropping!

  all they are doing is talking crap hoping people will just give up trying to get this figured out. SAD!!!!
  
  
  
  Regards,
  
  
  
  
  
   
  

• Initial Complaint

  Date:08/01/2023

  Type:Customer Service 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.

  On August 1st, I called centerpoint builders portal about the installation of my gas lines for the 10th time on 2 houses. My request was submitted 7 weeks ago through the builders portal and approved, but they are saying that they are behind and there is nothing they can do. They refuse to check on anything, stating "you just have to wait like everyone else". So my homes are sitting there with my money invested in them, completed, with no way of knowing when I will get the line ran. Hundreds of thousands of dollars held up by 2 gas lines which prevent me from receiving a final approval from the city.
  
  Customer service is rude and down right nasty about it. I have been told "you and everyone else" when I stated I had been waiting forever.........just now we were told "if I told you I am going to send a message, I will do it when we hang up"....implying I shouldn't have asked and how dare I. Then on this same matter, when we pressed for an escalation to someone that can help but we were given a fake number at Centerpoint that hangs up on you automatically. Then someone told us it's assigned to an outside vendor and we can't talk to them, then another agent says sure to call them and gives another fake number. Who trains these people, and most importantly, how can they continue to treat people like this? I have no resolution on the matter with no end in sight.

  Business Response

  Date: 08/09/2023

  Thank you for contacting CenterPoint Energy. Our records indicate that service orders for both properties have been issued and assigned to contractors. We will work with Construction Operations to see if we can expedite your orders. We appreciate your patience while we work to rectify the matter. 
  

  Kindest Regards, 

  CenterPoint Energy 

  Customer Answer

  Date: 08/21/2023

  I have had my lines ran.  Now I have no idea when the meters will be installed.  My confirmation email states up to 5 days, yet that was submitted on August 13th and no one can give me an install date.  They only state that they are behind.  It's been 4 months now that I am trying to get gas, and this has cost me thousands in holding fees because the homes are complete.  

  On top of that- I submitted a meter request in the portal.......and it now has changed both addresses to *** * ****** **.  I submitted for both 204 and 206, but it somehow doesn't show 206 now.  So they want to put me to the back of the line.  WHEN DOES THIS MADNESS END?????????? 

  During this whole process I had a very helpful gentleman reach out, and offer to be my contact if I have any issues.  His name is Colton and he has officially stopped answering my calls.  This story keeps getting worse and worse.  

  Business Response

  Date: 08/28/2023

  Thank you for reaching out to CenterPoint Energy. According to our records, the gas meter installation for both addresses was successfully completed on August 25, 2023. CenterPoint Energy account numbers have also been assigned. For further details, please contact our Customer Service team at 713-659-2111. 
  
  Best regards,
  CenterPoint Energy

  Customer Answer

  Date: 09/25/2023

  [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:08/01/2023

  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 called CenterPoint Energy to schedule gas services to begin in my name on 7/7/23. I asked if I needed to be present to begin services, and I was told no. I was not there on 7/7/23. I was present at the home on 7/8/23 & 7/9/23. Gas at my new residence only powers the hot water heater & the electric heater. Due to it being July in Texas, we did not try the heater. We used water on 7/8/23 & 7/9/23 to wash our hands a few times - warm enough for the amount of time we had it on. I received correspondence a few days later saying that services were initiated. My family did not permanently move into the home until 7/19/23 as we were back and forth to Mississippi to get our things & with our infant son at hospital & clinic visits. On 7/20/23, I noticed the hot water didn't feel hot. On 7/20/23, we turned up the hot water heater. It still didn't feel hot 24 hours later, so we called our landlord who sent someone out & told us we had no gas. We called CenterPoint and reported this on 7/22/23. A technician came out and said that 2 orders were put in for our house - 1 was fulfilled and 1 was not. He started gas services and our hot water immediately became hot. I called on 8/1/23 to ask for the customer service charges that I was billed for 7/7/23-7/14/23 to be removed or credited back. I explained that I wasn't a customer with CenterPoint until 7/22/23 when gas services started. I was told by the rep AND the floor supervisor (Sonya - who wouldn't give me her last name, the department she worked in at CenterPoint, or if she was affiliated with the Texas or corporate office) that because I asked for services to be started on 7/7/23 and I didn't call a couple days later to tell them there was no gas, that I in fact was a customer on 7/7/23. They said a technician came out on 7/7/23 & read the meter, so I used customer services. I told them the technician also shut off the gas & I asked how I could be a customer if I was receiving no products/services. No credits were given.

  Business Response

  Date: 08/08/2023

  Thank you for contacting
  CenterPoint Energy. Your account has been updated and the Move-In date has been
  adjusted to 7/22/23. The customer charges assessed prior to 7/22/23, have been
  removed. We appreciated your patience while we worked to make the necessary
  corrections. 
  
  Kind Regards, 
  CenterPoint Energy

  Customer Answer

  Date: 08/09/2023

  
  
  
  
  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. Morgan was nice and professional and was able to look at my record and see and understand what I was saying about not having service and not being a customer. She also apologized for the difficulties I had with the Centerpoint employees who would not help me.
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:07/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Centerpoint Energy Acct **********-9. I received an Energy Assistant program total of $366.31 back on April 13th 2023 . I enrolled onto Homeserve service and each month Centerpoint will send a statement included my gas usage and homeserve under the same the statement monthly. The issue all started off from the statement of April. Centerpoint Energy took $32.96 Homeserve charges from my credit of $366.31 and continuous each month of $34.96(May - July). I called a few times to CenterPoint Energy, explain to them they already took the Homserve charge from my current credit balance. I shouldn't haven't any unpaid balance. The rep. from Centerpoint Energy told me, I am responsible to for the homeserve charges out of my pocket not using my energy assistance credit balance. I explained to the rep. that I didn't pay for it because they already took the homeserve charges fee from my current credit balance since April. Now I received a letter from Centerpoint Energy mailed to me, stated that I owed Homeseve fee protection plan a total amount of $102.88 from the month of April through June for and demand the amount to be take care by August 25th 2023 or else I will lose my Homeserve protection plan that I have paid and enrolled all these years. Thank to their billing department can't seen to get their stuff together, I've spent countless of hours on the phone waiting and talking to their representative but no one seem to care enough to listen to the issue and resolve. I feel threaten by their letter. I have been enrolled to Homeserve protection plan for at least 2 years and very upset if I get terminated from the protection plan for something I haven't done.

  Business Response

  Date: 08/10/2023

  Thank you for contacting CenterPoint Energy. We have carefully reviewed your account. Our billing department is working diligently to rectify your concerns. We will notify you once all corrections have been applied to your account. We appreciate your patience. 
  
  Kind Regards, 
  CenterPoint Energy

• Initial Complaint

  Date:07/25/2023

  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 signed up for an appointment to turn the gas service on for my new home. The day of the appointment, no one ever showed up and when I called to ask what happened, customer service told me that my appointment had been cancelled because I didn’t pay a deposit on the day I scheduled the appointment, but when I went to pay, the website wasn’t working and there was no way to pay. So I rescheduled the appointment the next day. I was given an 8am-8pm window and had to take the day off of work since I was required to be there. I called customer service several times throughout the day but no one ever came. So I took a whole day of work off for nothing—and I STILL have no gas service. That means cold showers, not being able to cook for 4 days now. This is out of hand, how hard is it to show up when you’re supposed to to turn a little switch on. Center point is the only provider so they have no urgency to provide good customer service because they have no reprocussions.

  Business Response

  Date: 07/26/2023

  Thank you for reaching out to CenterPoint Energy. When you requested to start your gas service, a deposit was required. Please note that the deposit must be paid by 7 pm on the day before the service is scheduled to start. If the payment is not received by then, the appointment will be canceled and will have to be rescheduled once the payment has been made. According to our records, we received your deposit payment on 7/24/2023 and your gas service was started on 7/25/2023. We apologize for any inconvenience this may have caused you.

   

  Kind Regards, 

  CenterPoint Energy