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 Services LLC

  119 E 113th Ave Crown Point, IN 46307

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:03/21/2023

  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.

  This complaint is in regards to a Church property that I am property manager for. I was contacted by the daycare / preschool director yesterday (March 20th) that the building the children were in was 55 degrees and the heat did not seem to work. After several hours of the day coordinating with HVAC services to come work on the equipment, and doing our own troubleshooting, we discovered that CenterPoint had put a lockout on the gas line. Eventually a generic notice of meter replacement was found hanging on the outside of an emergency exit door. No notification had been received by the business.
  Called Centerpoint who claims automated system would have tried to leave us a message, but because it is a business that prompts for an extension or to leave a message, the automated system error-ed and left no message.
  Centerpoint changed meter on 3/16 when business was closed for the weekend, leaving school without heat the following week.
  At 4:50 a service call was entered to come reconnect gas.
  5:24 I was notified a tech was dispatched to my location
  8:00pm no tech had arrived. I had canceled family plans and sat in a cold building for 3 hours waiting, and as was end of stated tech working hours I left
  following morning there is no open service call, neither I or business have been notified by 10:40 and I am still waiting for centerpoint to return call to schedule a new service appointment.
  
  Centerpoint left service to preschool disconnected without notice, have waisting significant customer time and expense, and we are unable as yet to get a tech to restore service.

  Business Response

  Date: 03/23/2023

  Thank you for the opportunity to
  address your concerns. We apologize for the inconvenience you have experienced
  regarding the reconnection of gas. We show that a technician visited the
  property on 03/23/2023 and the gas has since been reconnected. If you have any questions, please contact customer service at
  800-752-8036. Kindest Regards, CenterPoint Energy.

  Customer Answer

  Date: 03/24/2023

  [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 ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:03/16/2023

  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 electric bills since June last year have been extremely high, so I ordered a meter test which they said came out fine so I left it alone but as of 2023 and up to today march 16 I have paid 1,726.00$ for a mobile home I’m barely ever in since I work out of town! These are my monthly payments for this year…
  January 449.46
  February 570.12
  March 710.60
  Centerpoint sent a technician on feb. 17 to do another meter test and found the meter to be 100% accurate! And now, after they’ve looked at it my estimated bill for this month is around 80 dollars! How is this possible? From one month to the next my bill goes down about 10 times in size? There is something fishy going on and centerpoint is no help! I feel so cheated and there is no where to turn! Centerpoint is scamming me and I can’t do anything! Their customer service essentially tells me I’m screwed and as a disgruntled customer I can’t even get another service provider since they are all we got.

  Business Response

  Date: 03/20/2023

  Thank you for the opportunity to address your
  concerns. We apologize for the inconvenience you have experienced regarding
  your electric service. Upon further review of your account, we show that on both
  07/18/2022 and on 02/16/2023 the technicians tested the meter and determined
  that it was functioning properly and left it as is. CenterPoint Energy only
  provides the readings to your electric provider, and they bill you accordingly.
  Please contact your provider for more detailed information regarding your
  charges. Kindest Regards, CenterPoint Energy.

• Initial Complaint

  Date:03/13/2023

  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.

  On my February bill I was shocked by a $700 charge from Center Point Energy. Previous bills were typically $40 and certainly never over $250. After the freeze of February 2021, my bill was $81 for March.
  
  When I contacted the company, the agent acknowledged the difference and attempted to determine changes in usage at my home. She noted several appliances she saw on my account that are not in my home. I did dispute her assessment so she sent out a technician who stated he would tell me his findings after his inspection of my equipment outside. He did not return so I waited for the revised bill. Instead I received an unchanged bill with an explanation of a prior leak that was repaired and not communicated to me prior to this month’s bill. As a matter of fact I was told that this repair was made in October without notice. How were they alerted to a gas leak if I didn’t call them? I expect a gas leak would have rated a warning at least and a repair would have drawn my attention or that of my neighbors.
  
  I have attempted to review my bill for the timeframe in question only to find that billing period unavailable. They are now threatening to terminate my service. This just appears to be an excuse to collect $700.

  Business Response

  Date: 03/17/2023

  Thank you for the opportunity to address your
  concerns. We apologize for the inconvenience you have experienced regarding
  your account. Upon further review, we don’t show that there was a leak at your
  property. However, we do show that a technician visited the property on
  01/30/2023 and determined that no leaks were found during the investigation. We
  also show that your December bill was not generated and therefore it was included
  in your January statement. The December bill was for the billing period of 10/27/2022
  – 11/30/2022 for $268.70, and your January bill was for the billing period of
  11/30/2022 – 01/03/2023 for $362.27 totaling $630.97. We sincerely regret the inconvenience
  this has caused you. If you need financial assistance, you can dial 211 from
  your phone and they will provide you with a list of agencies in your area that
  may be able to assist. If you have any questions, please contact customer
  service at 800-752-8036. Kindest Regards, CenterPoint Energy.

• Initial Complaint

  Date:02/19/2023

  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 am a volunteer at a 101-year-old Houston non-profit, The Charity Guild of Catholic Women. Our consignment shop is at **** ****** ********** ******* *****. Our Centerpoint account number is ********** Centerpoint turned off our gas service 2/7 as part of fixing a gas leak outside our building. They then locked the natural gas meter without telling us and turned off gas service to our shop. We have tried every day since February 7 to have our gas restored by Centerpoint. Our HVAC will not work without gas and so our building has been without heating or cooling since the 7th. They are not responsive and that is why I am filing a complaint.
  Note, Centerpoint also destroyed our underground plumbing on February 7th.
  On 2/7 we notified Centerpoint of a suspected natural gas leak outside our building at 9:00 am. Centerpoint repaired the leak that day, and in the process destroyed underground water pipes, sprinkler heads, and irrigation controls. They also placed a lock on the gas meter and DID NOT INFORM US that our Natural gas service had been disconnected.

  Business Response

  Date: 02/22/2023

  Thank you for allowing us the opportunity to address your
  concerns. We apologize for any inconvenience that you have experienced
  regarding the reconnection of your gas service. Upon further review of your
  account, we show that there was a leak in the area causing the gas to be disconnected
  to complete the necessary repairs.  Our
  technicians make every effort to complete all orders as quickly as possible and
  I apologize that your request was not completed within the requested time
  frame. Upon further review, I show that the services were able to be
  reconnected on 02/20/2023. If you have any questions, please contact customer
  service at 800-752-8036.  Kindest
  regards, CenterPoint Energy.

• Initial Complaint

  Date:02/18/2023

  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.

  On the morning of Friday, Feb 17th, Frontier internet was installing their fiber cables when they struck a gas line. Centerpoint energy came and fixed the line break but when I came home from work, my entire gas meter was gone from my house! Yes, the entire meter was gone! I was left with one pipe sticking out of the ground and another out of my house. All I found was a blue note folded to my door handle saying i need to call to get my interrupted gas service restored. When I called customer service at 5 pm, the woman I spoke to told me they are submitting an emergency investigation ticket and will be sending someone out within a 3 hour window to reinstall a meter. I called at the end of the 3 hour window. Which is 8pm and the rude person I spoke to named Tanya said that I am holding up an emergency line with this call and that I will need to wait until Monday to speak with customer service again. She could care less that my pregnant wife and I have to shower in cold water and hope our house doesn't have any emergencies, especially with tonight getting down to freezing temperatures.

  Business Response

  Date: 02/23/2023

  Thank you for allowing us the opportunity to address your
  concerns. We apologize for any inconvenience that you have experienced
  regarding the reconnection of your gas service. Our technicians make every
  effort to complete all orders as quickly as possible and I apologize that your
  request was not completed within the requested time frame. Upon further review
  of your account, we show that a technician was able to reconnect your service
  on 02/18/2023. If you have any questions, please contact customer service at
  800-752-8036.  Kindest regards,
  CenterPoint Energy.

  Customer Answer

  Date: 03/21/2023

  
  
  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.  

  I need to point out that the statement "...your meter was installed as you filed your complaint the same day the company stated they had completed your request."  That is incorrect.   they did NOT reinstall the meter the same day.  It was by luck that there was a technician turning on my neighbors meter and i caught him out in the side yard to inquire about the status of my meter and my tickets that were submitted.  he looked it up on his system which he found NO tickets were submitted for my home, so if it weren't for me catching him, he wouldn't have fixed my issue.  That gentleman was incredibly gracious and kind and was the only person who seemed to care that weekend and was able to reconnect us.

  that following MOnday, the technician who originally removed the meter, called me and explained to me what happened.  He shared with me the protocol on why he had to remove it, but he admitted that he should have returned to reinstall the meter. He said HE did not submit a follow up note and that it was his fault.  

   

  So yes, the issue was resolved, but luck and chance, NOT because they followed up with the correct way of doing business.  

  
  
  
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:01/30/2023

  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.

  Centerpoint Energy/Gas cut off natural gas to heat home/water heater when it’s in the 40s without any notice. I am new to the area and have not received a single bill, it was not until the house got cold and I had to lookup their information I was informed the billing for electricity and gas are separate (I received monthly usage e-mails for electricity and have auto-payments setup). I paid the bill and for the gas to be turned on same day (today) and they failed to turn on my gas and/or allow me to talk with any supervisor/refund my money for charging me extra to turn on my gas to heat my home the same day!

  Business Response

  Date: 02/02/2023

  Thank you for allowing us the opportunity to address your
  concerns. We apologize for any inconvenience that you have experienced
  regarding your gas service. Upon review of your account, we show that bills were
  mailed to the service address listing the amounts due and the due dates. The
  second notification was a disconnection notice that provided all the necessary
  information in order to prevent the disconnection.  Upon further review, we show that same-day
  service was requested, and a technician did arrive to reconnect the gas, however,
  they were not allowed inside to complete the necessary safety checks and therefore
  the order was rescheduled for the following day. Due to the fact that the
  technician did arrive to complete the order the same day we are unable to
  refund the same-day fee. We do offer payment alerts, that will notify you five
  days before the bill is due via email or text as an additional reminder. This
  is something that you can have added with customer service or through
  CenterPoint Energy’s self-service portal. If you have any questions, please
  contact customer service at 800-752-8036.  Kindest regards, CenterPoint Energy.

• Initial Complaint

  Date:01/20/2023

  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 a cancellation bill with an overcharge of $262.24 added to my account. I have spoken to/emailed with several employees that verify the billing information is wrong. I had a cancel scheduled for Jan 19, 2023 and have tried to contact the company since Jan 04, 2023 regarding the charges and heard nothing until Jan 19, 2023. The company has blocked my emails as well when I ask questions about the overage charges. I would like the overage charges removed from my account. there is no valid explanation as to why it has been added nor why 3 months after I moved/closed the account the billing amount was $139 and now in Jan 2023 there are charges of over $250 added to my new account. I would like this adjusted, I do not owe that money

  Business Response

  Date: 01/24/2023

  In review of the account, when the Miamisburg Rd. account was taken removed from the Budget program, our system did not reflect the bill history correctly causing the bill to show an incorrect amount due where "Total Amount Due" shows on the bill. We have attached the correct charges on that account that reflects the $262.24 that was transferred to your active account.

  The request to stop service at 549 Lower Miamisburg Rd. was received on 8/9/22; the order was scheduled for 8/12/22 as this was the date requested.
  
  We apologize that the last final bills did not reflect the correct amount due to our system. However, since the charges were for usage actually used, no adjustments will be made on the account. If you have any questions, please contact Customer Service at 1-800-227-1376.
  

  Customer Answer

  Date: 01/26/2023

  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.  
  
  
  
  I want the extra charges of $122 removed from my account.  I was informed 3 months after service was disconnected that my FINAL BILL would be $139, this is NOT MY ERROR, I should NOT have to pay more than the FINAL BILL AMOUNT OF $139 due to the lack of in the billing department.  3 MONTHS IS SUFFICIENT TIME TO ADJUST THE BILL ACCORDINGLY. When I started service at my new residence I was also informed of the FINAL BILL and made payment on that in the amount of $139. YOU CAN CLEARLY SEE THE ERROR YOU CAN CLEARLY SEE THAT I DID NOT MAKE THIS ERROR CLEARLY IN THE ATTACHMENTS FROM NOVEMBER 2022 THIS IS NOT MY ERROR I SHOULD NOT HAVE TO SUFFER THE REPERCUSSIONS OF THIS COMPANY MAKING AN ERROR. I paid what I was told to pay I SHOULD NOT BE CHARGED NOR THREATENED WITH A DISCONNECT after I made payment on my final bill.  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 01/31/2023

  As a courtesy on the account, we have adjusted off $123.08 of the account balance. This is the difference between the $262.24 that was transferred to your active account and the amount showing on your final bill of $139.16. After the adjustment was made, this brought your balance to $51.31. If you have any questions, please contact Customer Service at 1-800-227-1376.

• Initial Complaint

  Date:01/13/2023

  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.

  This past October our Gas services were disconnected due to nonpayment. We received a PINK Notice with the total. When we went online to make the payment, we found the bill was higher. We contacted CenterPoint Energy to find out what was the difference. We were advised of a breakdown of the charges. Which included a Reconnection fee of $40.00. We paid the total amount.
  
  In December we received our bill. It referenced a $40.00 Reconnect fee being charged. We contacted CenterPoint and were advised of a totally different breakdown in charges.
  
  I advised that when you tell me my money is going to be used a certain way (breakdown), I expect my money to go there. This conversation kept going in circles and I advised them I was not going to pay this $40.00 and would be contacting my attorney.
  
  I have been instructed to file a complaint with you all.
  
  Thank you in advance.

  Business Response

  Date: 01/19/2023

  Thank you for allowing us the opportunity to address your concerns.
  We apologize for any inconvenience you experienced regarding your bill. Upon
  further review, we show that your October bill did not include the $40.00
  reconnection fee which is why it was charged on the following bill. At the time
  your services were disconnected your current bill of $26.62 was due on 10/17/2022.
  Therefore, your reconnection payment did not include this amount or the $23.15
  current charges on your October bill. Please contact customer service at
  800-752-8036 regarding any additional questions regarding your bill. Kindest regards, CenterPoint
  Energy.

• Initial Complaint

  Date:01/10/2023

  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.

  I request an ESR (Electric Service Request) on November 11th, 2022 to have a new utility pole installed for my house. I was told at the time it would be 8 weeks for any work to be done. The email I received (attached) stated I would be contacted in 2 business days by a Service Consultant...this never happened. I began called Centerpoint Energy Bellaire Center on 11/18/2022 and finally, after several phone calls was able to get the name and contact info for the service consultant Joseph ********. I made more than 30 phone calls and left messages on his voicemail with no response and after 2-1/2 weeks of trying, I finally had to call the Bellaire Center back and get Mr. ********'s email address. He finally responded and scheduled a date to come out and do the assessment. Once all the information was received and approved on 12/6/2022, almost 4 weeks after my ESR, Mr. ******** stated it would be 8 weeks from that time until the service request was completed. The date I was given for completion is 2/10/2023 meaning that it will be 13 weeks, not 8 weeks as told to me, until I have power at my house. Again, 13 weeks without power and I'm unable to live in the home.

  Business Response

  Date: 01/12/2023

  Thank you for allowing us the opportunity to address your
  concerns. We regret any inconvenience you have experienced regarding your electric
  service request.  A field visit was
  conducted by an Operations Supervisor, and it is expected to be completed by
  the end of the week weather and workload permitting. If you have any questions,
  please contact customer service at 800-332-7143. Kindest regards, CenterPoint
  Energy.

• Initial Complaint

  Date:01/03/2023

  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.

  On December 21st we paid our bill to the attune of 49.79. On that day we got a confirmation of payment. The company claims 2 days later the money was not given properly AND RETURNED THE MONEY. Now the business has turned our gas off claiming they sent a letter later in the month warning us that it would be turned off that was never received and today they ask for 120.00 dollars to turn on the service that we paid for and they returned the money over.

  Business Response

  Date: 01/04/2023

  Thank you for allowing us the opportunity to
  address your concerns. We understand how frustrating this can be and apologize
  for the inconvenience you have experienced regarding your gas service. Upon
  further review of your gas account, we do not show that a disconnection order
  has been issued due to non-payment. To discuss your account in detail please
  contact customer service at 1-800-752-8036. Kindest regards, CenterPoint
  Energy.

  Customer Answer

  Date: 01/13/2023

  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.  
  
  
  My apologies tge address I question is **** ****** ****** *** ***** ** ****** *** who is my fiancé  Lizbeth ******* (the home owner) and a house I will be moving into by years end
  
  
  
  Regards,

  Eric ******
  
  
  
  
  
   

  
  

  Business Response

  Date: 01/20/2023

  Thank you for allowing us the opportunity to address your
  concerns regarding your gas service. Please be advised that returned payments
  are initiated by the bank and not CenterPoint Energy. Her bank will be able to
  research the return reason. Also, the amount provided to reconnect the service
  was accurate. In the event, gas is disconnected the reconnection charges are
  paid first and then listed on the bill the following month along with the reconnection
  payment. The account holder can contact customer service directly at 800-752-8036
  to get a full explanation of the charges. Kindest Regards CenterPoint Energy.