Business Profile

Natural Gas Companies

CenterPoint Energy, LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

424 total complaints in the last 3 years.
143 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/24/2023
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.
I am writing to file a formal complaint regarding the frequent failures of the transformer located near my residence. Over the past month, it has blown up four times, causing power outages and posing a safety risk. These incidents occur without any storms or wind.

The technician sent by CenterPoint Energy acknowledged that the current repair method is temporary and likely to fail again. With temperatures exceeding 100 degrees, this situation is unacceptable, especially as my daughter has heat-sensitive skin.

I contacted CenterPoint Energy, requesting a transformer replacement, but have not received a response. We are currently without power due to the latest failure. One incident even resulted in a fire, requiring emergency assistance.

I would like center point to take immediate action by:

Conducting a thorough investigation into the cause of the failures.
Replacing the transformer promptly.
Business Response
Date: 07/14/2023
Thank you for contacting us. Our Service Center has addressed the issue and made the
necessary repairs to prevent future outages. We apologize for any inconveniences.
Kindest Regards,
CenterPoint Energy
Customer Answer
Date: 08/04/2023
[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:06/22/2023
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.
Days with no power and they are not open not answering any calls or questions no type of assistance, they need to be shut down it’s hot and people have kids elderly and they can’t just sit up in the hot house smh this is beyond me
Business Response
Date: 07/03/2023
Thank you for allowing us to address your
concern. This issue has been addressed by our Service Center. Our crews safely
removed fallen trees and debris that were on our lines, as well as corrected
leaning poles due to strong winds. The power has been restored. We apologize
for any inconvenience this may have caused and appreciate your patience while
crews worked safely during our Emergency Operations Procedures to resolve all
power issues, after the storm.
Regards,
CenterPoint Energy
Initial Complaint
Date:06/01/2023
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.
I originally complained about a highbill. They refused to rectify the situation. promised to send out a technician. never did they claimed the 400 dollar bill was accurate. I called back because i dont even have access to the online account that i have to use to oay my bill and be able to access my account. the customer service representative sent me a bogus account recovery email. i was not able to access my account. This occured on or about march 15th for the high bill, there is absolutely no way i used as much gas as they billed me for. i believe they are trying to combine my bill with the unpaid balance of the prior tenants. and on June 1st 2023 i called several time about my online account. They sent me straight to a survey instead of answering the call from a consumer of their services, i feel disrespected and annoyed.
Business Response
Date: 06/08/2023
Thank you for your recent communication concerning your CenterPoint Energy account. Based on your inquiry, we have reviewed the usage and balance owed on your account, along with all available field data. Our research did not find errors in your consumption or billing calculations. We apologize for any inconvenience this has caused.
Regards,
CenterPoint Energy
Customer Answer
Date: 05/23/2024
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.

[Provide details of why you are not satisfied with this resolution.]
The service was cut on in January of 2023. They charged me a large bill of 376 dollars. We went back and forth about a gas leak. They refused to fix the problem nor came out. I had to have someone else advocate for me. They acted like my demands as a customer meant nothing. I have not lived there at the address of service since early January. Because of my family aquiring gas leak related injuries. From which we still have not recovered.

Regards,

Customer Answer
Date: 02/05/2025
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,

I was living at the duplex at *** * ***** **. There was a gas leak. They tried to redact their findings. That gas leak made my family and myself deathly ill. We had to terminate our lease. We asked Center point to cut off the service. They did not. And now want me to pay a bill for poisonous gas leak. And also we were not even living in the house for the month they expect to be paid. I am extremely upset. I don't owe them nothing. They allowed someone else to use service in my name.
Business Response
Date: 02/07/2025
We appreciate the opportunity to address your concern. Our investigation revealed no indications of a gas leak. Additionally, there is no record of the customer reaching out to request the closure of her account. It was noted that the customer instructed the technician responding to an emergency order not to relight the appliances, which does not equate to a request for account closure. The account was subsequently closed a month after the emergency order was placed due to non-payment. As the customer did not contact the company to discontinue service, we are unable to waive any charges.
Respectfully,
CenterPoint Energy
Customer Answer
Date: 02/12/2025
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.

They are lying. We were deathly ill in that house. We were granted money from the state. To move and a temporary place to live. They did detect a gas leak. We only had a household of 4? Our gas bill was 3 to 400 a month. I'm not going to pay them anything. The first time the technician came out. We asked them to make us aware when he would be there. They refused to give us an estimated time of arrival or anything. I requested numerous times that service be cut off. We left that house December 27. There was no power. I requested that gas be cut off. They refused my order. They are nothing but liars. How can we consume 400 something worth of gas when we did not even live there. We had been. Living in a motel from December to March. And if we end up with cancer or something due to that exposure I will take legal action. Still we suffer with different problems medically due to their negligence. We won't be there first they have tried to kill. And we won't be the last. I have medical records stating this. That we were exposed to natural gas.

Regards,

Business Response
Date: 02/12/2025
We appreciate the opportunity to address your concerns and sincerely apologize for any inconvenience you may have encountered regarding your bill. After a thorough review of your account, we confirm that the charges correspond to the period during which services were active under your name, specifically from January 31, 2023, to February 27, 2024. Additionally, we have examined your usage history, and our investigation indicates that no adjustments are warranted. Thank you for your understanding. Sincerely, CenterPoint Energy.
Customer Answer
Date: 02/13/2025
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.

I will not pay for months I didn't even live in the home. It is documented we did not live there. You all have killed people with toxic gas fumes before. Your only service is to fill your own pockets. I will not be paying you. And if you continue to harass me. I'm going to sue you. Leave me alone. I have asked for that debt to be cleared I've disputed it. I asked that technician. And also asked over the phone for that service to be cut off. Y'all are nothing but liars. I will not be taken advantage of. Not my family. We moved because y'all continuously poisoned us with gas fumes. And you lied about it. Don't contact me anymore about this said debt. And I won't ask again.

Regards,

Business Response
Date: 02/24/2025
As previously stated, based on our findings, no adjustments are warranted. CenterPoint Energy has closed this issue. This conclusion reflects a thorough review of the relevant data and circumstances, ensuring that all aspects have been considered.
Regards,
CenterPoint Energy
Initial Complaint
Date:05/23/2023
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.
Account ******************* - 6 **********************/Home serve has yet again wrongfully prevented a customer from cancelling warranty protection add on *********************** February 2023, the company was contacted and informed of revocation of authorization to furnish and bill for their extra add on protection services.Only basic gas service is needed.Addtionally, I never gave consent for them to send me mail at the property address.The mailing address is ****************************Thye can email me if further contact is needed, of course as well as issuing the immediate refunds for overdue charges ***********************
Business Response
Date: 06/06/2023
Upon further research, our records indicate that both the gas line and exterior electrical plan were enrolled via the online portal on 01/12/2023. Both service plans have been canceled effective 06/06/203. If you have any questions, please feel free to contact customer service at ************.Kindest Regards, CenterPoint Energy.
Customer Answer
Date: 06/12/2023
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.
Respondent has refused resolution.
External escalation campaign for further enforcement being initiated.

Regards,

Business Response
Date: 06/13/2023
Thank you for allowing us the opportunity to address your concerns. We have reviewed the account and while we understand Mrs. ****** concerns,we also show that the added services were initiated through the online portal and not by a customer service agent. ******************** initiated through the portal are only able to be accessed by the customer, therefore the charges are valid. If you have any questions, please feel free to contact customer service at ************. Kindest Regards, CenterPoint Energy.
Customer Answer
Date: 06/27/2023
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 HAVE REFUSED RESOLUTION

Regards,

Business Response
Date: 07/13/2023
Thank you for allowing us the opportunity to address your concerns. Upon review of your account, we show that there are no active protection plans on your account. The previous gas and exterior electrical line plans were enrolled via the online portal on 01/12/2023 and canceled on 06/06/2023. There is currently a zero balance for these plans, and no refund is due. If you have any questions,please feel free to contact customer service at ************. Kindest ****************************.
Customer Answer
Date: 06/06/2024
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.

THIS IS A NEW COMPLAINT WITH NEW ISSUES. IS IT BEING WORKED?

Regards,

Business Response
Date: 06/07/2024
Thank you for contacting CenterPoint Energy. Our records indicate that your services are currently active at *************************************. However, services were disconnected due to non-payment on 3/27/2024 and reconnected the next business day, 3/28/2024. We mailed a disconnection notice to the applicable mailing address on 3/4/2024.

In addition, on 3/21/2024, we mailed a notice advising that your previous payment returned to us for non-sufficient funds, prompting the account to be at risk for service interruption. An adjustment and/or refund from our company is not warranted. We apologize for any inconvenience this may have caused you.

Regards,

CenterPoint Energy
Customer Answer
Date: 06/10/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

RE ACCOUNT: PLEASE SEE ATTACHED LETTER WITH FULL COMPLAINT DETAILS UPON BUSINESS RECEIPT PLEASE CONTACT ME VIA EMAIL TO INFORM HOW CP WISHES TO PROCEED. ALSO INCLUDED IS A COPY OF AN EMAIL FROM APR SENT TO THEIR ADMIN TEAM THAT WAS NOT ACKNOWLEDGED.

Business Response
Date: 06/17/2024
Ms. *****,
The services at your home were disconnected due to non-payment on 3/27/2024 and reconnected the next business day, 3/28/2024. An adjustment and/or refund is not warranted as CenterPoint Energy provided all applicable notices to you prior to your disconnection. We apologize for any inconvenience this may have caused you.

Regards,
CenterPoint Energy
Customer Answer
Date: 07/02/2024
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.

[Provide details of why you are not satisfied with this resolution.]
This is not accurate information.
There were a list of summarized concerns raised in this complaint the business has chosen to deliberately disregard.
Please have an executive resolve.
I am considering contacting an attorney if response with resolution is not received

Regards,
Initial Complaint
Date:05/17/2023
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.
I have requested to CenterPoint Energy to repair the street light on my street multiple times, So far no one has come over to fixed it. I have waited 3 months for CenterPoint to send a repair truck but my request have been ignore. I am reaching out to the BBB for help to get the light working again.
Business Response
Date: 05/30/2023
Thank you for allowing us to address your concerns. We have confirmed with our Streetlight Department that the light has been repaired. If you continue to experience an issue with the light, please visit Street Light Outages (centerpointenergy.com).

Kind regards,
CenterPoint Energy
Customer Answer
Date: 06/24/2023
[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 20068636, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:04/08/2023
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.
We have never signed up for these Home Services (Gas Line Plus and Exterior Water Service Line Plus). However, we received the bill for this month and saw these charges, and received a call from an agent with HomeServeUSA welcoming us. This is predatory as we have never allowed these charges for us, I would like to ask where CenterPoint can provide proof of agreement to signing up. I would like to demand the refund of these charges as soon as possible!
Business Response
Date: 04/11/2023
Thank you for contacting
us. We apologize for the inconvenience you have experienced. Upon further
review, HomeServe has verified that enrollment approval was provided for the
gas and exterior water line plans. Upon the request of Mr. Nguyen, the plans
have been canceled effective 04/11/2023. If you have any questions, please contact customer service at
800-752-8036. Kindest Regards, CenterPoint Energy.
Customer Answer
Date: 04/11/2023
[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:04/04/2023
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 have been without power for going on 96 hours (4days) with a new born baby due to a “switch hold” from a previous tenant wrongdoing. After sending in required documentation 3 different times, my services are still inactive at the time of this complaint. I have reached out to every possible contact to get this resolved and it all leads back to centerpoint taking their sweet time to remove it. I have contacted centerpoint a total of 38 times and each time was told “the hold is still there and they are working on getting it removed after documentation is reviewed.” One agent pushed me off and said it was not her problem. This is completely unprofessional and beyond unacceptable as I now have to trash my entire fridge of newly purchased groceries, and have my kids sleep in heat AGAIN with an infant with bronchitis. This company needs a complete teardown
Business Response
Date: 04/06/2023
Thank you for bringing this to our attention. We apologize for any inconvenience this issue has caused. Switch holds are blocks placed on the account by an REP. Our records indicate, we received a Move In order on behalf of the customer on 04/05/2023. The service was turned on the same day. CenterPoint Energy highly values our customers, and we will continue our efforts to provide quality electric service commensurate with prudent operating practices.
Respectfully,

CenterPoint Energy
Initial Complaint
Date:03/27/2023
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.
CenterPoint is doing construction in my neighborhood installing new lines. Yesterday I came home and they had disconnected our gas without any prior notice or way to have it turned back on. They only left a yellow note card saying my meter needs to be relocated and that they came by but no one was home (I was at work). I was not contacted or communicated with in any way, shape, or form to know that they were planning on turning my gas off. When I called the number on the yellow card it was an automated machine that said it is past working hours and for me to call back tomorrow. It has now been 24 hours and I have since talked to two customer service reps and one foreman for the project and no one can give me a timeframe when I will have gas again. I keep getting told that they have an order pending and they will get to it when they can. Meanwhile, I am at home with no way to cook because I have a gas stove and no hot water to shower with. This incident is now impacting my work schedule, ability to cook, and my health. Will CenterPoint be compensating me for my lost time at work, the food I have to go buy since I cant cook, or for the discomfort of not being able to perform basic hygiene?
Business Response
Date: 03/30/2023
Thank you for the opportunity to address your
concerns. We apologize for the inconvenience you have experienced regarding
your gas service. Upon review of your account, we do show that service lines
were being replaced in your area. It is necessary to disconnect the gas due to safety
reasons for maintenance. However, it is never our intent to inconvenience our customers,
and apologizes that you were. While we understand how inconvenient this was
CenterPoint Energy is unable to provide monetary compensation. Upon review of
your account, we show that the services have been restored as of 03/23/2023. If you have any questions, please contact customer service at
800-752-8036. Kindest Regards, CenterPoint Energy.
Initial Complaint
Date:03/26/2023
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 arrived to my residence on the morning of April 12 after being out of town and realized I had zero electricity. I contacted Centerpoint several times to say my electricity was not working to which I was informed the issue would be reported and I'd receive text/email notification of repairs. I received plenty of email notifications to say they were still working on the issue. In addition I also received notifications saying the issue was resolved and to contac them again if my electricity was still down. I did call and report again, finally someone came to tell me the issue was on my end and I'd have to contact an electrician. HOURS later, I found out on nextdoor.com that Centerpoint could have helped me to have a temp cable installed. I called Centerpoint again and they told me they'd have someone out and install but will be $500. I agreed because I need electricity and they sent the same guy out that came out HOURS earlier to which I was very upset to the point I asked him why didn't he offer this to me earlier because I could have saved my groceries which are now ruined!!! He says to me, Centerpoint isn't in the business of selling this service. My response was are you kidding me?! Centerpoint needs to incur the expense and replace the underground wires so I may have permanent electricity. I presently have a temporary cable charged at a rate of $500 each 30 days which expires 4/11/23. The electrical quotes I've received have been from $5000-$17000 to make repairs.
Business Response
Date: 04/06/2023
Thank you for allowing us to address your concerns. We apologize for any inconvenience this issue has caused. We have forwarded your information to our Claims Department. A member from that department will be in contact with you. Feel free to contact them directly should you have any questions at 713-207-7722.

Kind regards,

CenterPoint Energy
Customer Answer
Date: 04/10/2023
[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:03/21/2023
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 February 7th, 2023, CenterPoint Energy came onto my property while I was not home and began digging in my front yard. When I came home, I asked them what they were doing. They claim that one of my neighbors was having gas pressure issues, and the main line was located in my yard. After about 30 minutes, I noticed that the water to my home was shut off, so I went back out and asked why. The CenterPoint employee told me they had broken a sprikler pipe and needed to shut the water off. He told me that he would have a crew out to fix it (that did not happen). After another hour passed, the crew put the dirt back into the ground, and laid the grass in a pile next to my driveway and left.

I then filed a claim with the CenterPoint Claims department. This request was rejected and I was told this issue is for the Restorations team, not the claims team. So then I opened up a CenterPoint case number (#29563304) and have since spent the last month and a half calling CenterPoint customer service to check in on my case with absolutely zero response. I was initially told they will get to my case in 7-10 business days. It has been 6 weeks. The customer service representative has informed me that they are sending emails to the Restorations team each time I call, and yet no one from the Restorations department is calling me back. My yard is still torn up, and my sprinkler pipe is still broken. I would like someone from CenterPoint to contact me and get my yard repaired from their damage ASAP.
Business Response
Date: 03/22/2023
Thank you
for the opportunity to address your concerns. We apologize for the
inconvenience you have experienced regarding the damage to your property. We
show that a field representative has contacted you regarding this matter and a
landscaper will be contacted to make the necessary repairs. If you have any questions, please
contact customer service at 800-752-8036. Kindest regards, CenterPoint
Energy.
Customer Answer
Date: 04/17/2023
[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.

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Complaints

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CenterPoint Energy, LLC is NOT a BBB Accredited Business.