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Business Profile

Natural Gas Companies

CenterPoint Energy, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

This business has 1 alert

Complaints

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

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CenterPoint Energy, LLC has 29 locations, listed below.

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    Customer Complaints Summary

    • 423 total complaints in the last 3 years.
    • 142 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/01/2022

      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 received a derogatory mark on my credit score due to "pending account balance". I don't understand how this is possible as my account is always paid in full on autopay. I would like the inaccurate derogatory mark to be removed from my account as this is negatively impacting my credit score. I attached my payment history which shows complete payments every month.

      Business Response

      Date: 12/01/2022

      Thank you for allowing us the opportunity to address your
      concerns. We apologize for any inconvenience that you have experienced
      regarding your account. Upon further review of your account, we show that there
      was a previous service at your address from 06/07/2022 - 07/07/2022 under a
      different account number. Billing statements are billed a month behind,
      therefore your final bill was $87.59, which included a previous balance of
      $64.61 and the current balance of $22.98 for the billing period of 06/20/22 -
      07/07/22. The final bill was mailed to this same address on 07/18/2022. Our
      records do not show that a payment has been made. This balance will be added to
      your current account. If you have any further questions, please contact
      customer service at 800-752-8036. Kindest regards, CenterPoint Energy.

      Customer Answer

      Date: 12/02/2022

      [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:

      Thanks for clarifying. I’ll make the payment and will need the derogatory remarks removed from my records. 
      Thank you







       
    • Initial Complaint

      Date:11/29/2022

      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.
      Date- July 1
      My gas was cut off, called and requested service( explain a personal matter and the waive deposit) I only need service for a inspection
      Date- July 8
      Called my service was never cut on from request, inspector coming the next day. The advised order was cancelled due to deposit, I advised what the said in prior call. Then David forces a same day fee to have service turned on. Even though i previously waited and they failed to communicate that the cancelled my original order.
      July 8
      7 pm received call that the rep would be out in 30 minutes, he doesn’t show till 9 pm.

      I paid for 2 inspections and a realtor to come to my house twice to have the gas cut on.

      They are a monopoly industry and then the billed me 118 to include a 41 charge to get it in my name, which was never disclosed, 45 same day activation and 28. Gas charge.

      The pick and choose what they want to bill and get away with it and fail to communicate properly and monopolize the industry.

      Supervisors lack compassion and just say you’re screwed and charges are what they are.

      I have the recordings and will not pay.

      Business Response

      Date: 11/30/2022

      Thank you for the opportunity to address your concern. We
      apologize for the inconvenience you have experienced regarding establishing gas
      service. Upon further review of the account, we show that the agent you
      initially spoke to on 06/30/22 did indicate the deposit would be waived and it
      was. Unfortunately, the system auto canceled the order because it didn't see
      the waiver and we sincerely apologize for that. The supervisor that you spoke
      with on 07/08/22 did explain that he had to resubmit your move-in order and he
      could either bill the same-day charge and waive the deposit and your order
      would be scheduled for the following day or charge the deposit and waive the
      same-day fee to have the service completed that day. At that time authorization
      to bill the same-day fee and waive the deposit was given by yourself. Our
      technicians make every effort to complete all orders by 5 pm, but since they
      also deal with emergencies it does cause regular orders to be delayed. Unfortunately,
      the service initiation fee is charged to all new and existing customers to
      establish service at a property and unable to be waived. It is always our
      intention to provide quality service and regret that you were unable to fully
      experience that service. If you have any additional questions, please contact
      customer service at 800-752-8036. Kindest regards, CenterPoint Energy.
    • Initial Complaint

      Date:11/25/2022

      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 requested for service and as per Customer rep to pay deposit and start service fees. They have scheduled it for start service, but they didn't show up and cancel it with any notice. I called them next day for service. They can't give me service, after I request to speak with supervisor to provide the service.
      As per the customer rep that they don't have service start and end time it is wide range 8:00 Am - 8:00 PM. it is ridiculous to have service time range for them to wait. But They promised me that they will call me 30 minutes before.
      I authorize someone to represent me while i am gone for errands. CenterPoint guys showed up , but he didn't restore the service and put a tag on the door even my guys is telling him to start the start service. He is saying that I am going out a tag, The house is vacant house and guest are stepped out.

      CenterPoint is doing monopoly Gas service business and they are taking as granted advantage to not providing service to customer.
      This is not happed once or twice. it is happening regular basis.
      We need to bring regulator on this action and take action against the dispatch and service connector for 1 day unpaid hours. Or take them court and fine the company for not providing service to the customer when then need a gas service.

      Business Response

      Date: 11/30/2022

      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 the account, we do show the original
      order was scheduled on 11/22/2022, but the payment was made using the account
      number from your other address and not the newly created account. For the
      system to verify a payment it must be under the account in question, and since
      it was not the order was systematically canceled. Due to workload capacity, our
      technicians are unable to accept any additional orders if they have exceeded
      the limit for that day. The call-ahead option is made from the automated system
      and not the technician and provides up to a 30-minute window, but not necessarily
      a full 30 minutes. Once the call is received you have to select one of the
      options provided. Our records show that the agent was able to reschedule the
      appointment for 11/23/2022, unfortunately, there was no one at the property
      when the technician arrived, and it was canceled. We see that the order has
      since been rescheduled for 12/01/2022 with a call ahead. We strive to provide quality service to our customer and would like to apologize again for your inconvenience.  If you have any
      further questions, please contact customer service at 800-752-8036 if you have
      any questions. Kindest regards, CenterPoint Energy.

      Customer Answer

      Date: 11/30/2022

      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 authorized a guy to assist the technician. he was working on my next door house. My guys was at the house with technician. Technician doesn't want to activate the line, He wants to put the tag. My authorized guys requested him to few times activate it, Guest was living in the house and it was cold night. Technician doesn't want to listen. There is no order back log. It just an excuse from the center point energy. Next day, I called for service rep on status of the service, They told me that they reschedule it again. Technician didn't show up. 

      It is just an excuse from the CenterPoint. I want to keep the complaint under BBW for CenterPoint bad customer service even in cold night when people need gas to heat those. Technician could have done it, but their laziness doesn't want to do complete the job.



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



      Regards,





       


      Business Response

      Date: 12/08/2022

      Thank you for allowing us the opportunity to address your
      concerns. We sincerely apologize for any inconvenience that you have
      experienced regarding your request for a new service.  Upon review of the account, we show that
      technicians arrived at the property on two separate occasions but were unable
      to complete the order because no one was at the property. We also see that on
      their third attempt there was a leak and due to safety reasons were unable to
      connect the service. Once the repairs have been completed, please feel free to
      contact customer service at 800-752-8036 to schedule the connection order. Kindest
      regards, CenterPoint Energy.

      Customer Answer

      Date: 12/19/2022




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

      As of today, I have not got gas service at the property December 19,2022 at 6:50 pm.

       

      Center point make all excuses of their actions and service promises. They don't keep the service promises and give false information about their service for customers. They very poor customer service, I even escalated to rail commission. 

       

      They kept customer waiting whole day, but they don't show up at the job site with other work load excuses, or higher customer request all common excuses. They will make customer waiting windows until 8 pm. They know that customer cannot contact after 5 to 6 pm.. Technically, you will get the service or system automatically push it to next day. 

      I want to publish these center point bad behavior towards customer. It seems union organization don't care about any one except themselves. 

       

      They should put themselves on customer shoes, think that how customer feel when they are waiting for gas service for whole day. Today is 48 degree temperature. Hose doesn't have heat and childrens are T home suffering cold temperature inside the house. 

       

      It is cleanrly inhuman behavior from center point service.

       

      I  pray that it doesn't happen to the center point employees children.

       

      God bless 

      Everyone!






       


      Business Response

      Date: 01/03/2023

      Thank you for allowing us the opportunity to address your concerns. We understand how frustrating this can be and apologize for the inconvenience Mr. ********* has experienced regarding his gas service. Upon further review Mr. ********* was contacted by CenterPoint Energy and it was explained that in order to connect the service an inspection was required by the city. Mr. ********* has since made the required corrections and the meter was installed on 12/20/2022. He was appreciative of the assistance. If you have any questions, please contact customer service at 800-752-8036. Kindest regards, CenterPoint Energy.
    • Initial Complaint

      Date:11/21/2022

      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.
      At approximately 8am on Nov 19 workers showed up and told my neighbor they had permits to shut the gas off to all our homes to replace a pipe at the street. I was traveling out of town at the time and had no way to be notified of this except a text from the neighbor.

      Next issue is that the workers proceeded to jump my gate in order to shut off the gas to the home. Again, I was not home so no easy way to allow access nor be notified this was about to occur. After spending the majority of the day doing work at the street (as seen on security cameras), the workers left. They failed to reconnect any of the homes back with natural gas. I received a text from my neighbor saying I need to call the CenterPoint emergency number and get an emergency work order placed, so I did. I was also informed that the workers earlier in the day took the meter boxes off of the gas meters, thus rendering them inoperable as is, even if the gas were turned back on. The technician was already on site as the neighbor has already called, The emergency line stated if the tech was still there he reconnect mine. The tech told my neighbor the I am told the technician will NOT restore my service unless I am home. I call CenterPoint back again to address this and am told as long as someone over the age of 18 is present, they can reconnect,,p my neighbor was there, the technician still refused and then left.

      I finally got a technician to come today and my neighbor was present and gas was restored. I attempted to contact customer service and after 20mins of her searching for the below requests she hung up.
      I would like a copy of the dated letter of the notice to shut off gas and where in that letter it states you would NOT be reconnecting it. I would like a copy of the permit showing the city authorized this shutoff without a reconnect upon completion. I would like a credit on my gas bill to cover the electric cost of my furnace running the entirety of Saturday into Sunday without producing heat.

      Business Response

      Date: 11/22/2022

      Thank you for allowing us the opportunity to address your
      concerns. We apologize for any inconvenience that you have experienced
      regarding your gas connection. Unfortunately, there are times when maintenance
      is required to provide gas safely in the area, and due to safety reasons, gas
      has to be turned off to complete those repairs. It is never our intention to
      inconvenience our customers and understand your frustration, however, there is
      no monetary compensation that can be provided. Our technicians have a maintenance
      schedule to maintain our equipment and prior notification is not able to be
      provided. In the event, gas has been interrupted due to maintenance and no one
      over the age of eighteen is available to provide inside access to the home then
      a door tag is left at the property. If you have any further questions, please
      contact customer service at 800-752-8036 if you have any questions. Kindest
      regards, CenterPoint Energy.

      Customer Answer

      Date: 11/29/2022

      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.  



       
       Again, there was someone there over the age of 18 to allow a reconnect and CenterPoint refused to do it as it was not the actual homeowner. Will be filing formal complaints with both the ******** regulator as well as the state of Texas. This was noted by the crew that this was a long term planned pipe replacement. There’s no reason to shut off gas unannounced and then refuse to turn it back on. 

      Business Response

      Date: 12/01/2022

      Thank you for allowing us the opportunity to address your
      concerns. We understand how frustrating this can be and apologize for the
      inconvenience you experienced. To provide gas safely there are times when
      maintenance must be completed. Upon completion of the repairs, the technician
      will reconnect the gas service, however, someone over the gas of 18 must be in
      the home so that the technician can perform the required safety test. It is
      never our intention to inconvenience our customers and regret you were. We are
      always working to make improvements. If you have any further questions, please
      contact customer service at 800-752-8036. Kindest regards, CenterPoint Energy.

      Customer Answer

      Date: 12/01/2022

      Better Business Bureau:


      This has been escalated to a formal complaint with the city and state utility regulators, as its is obvious CenterPoint could care less about the safety and comfort of its customers.

      Business Response

      Date: 12/08/2022

      Thank you for allowing us the opportunity to address your
      concerns. We sincerely apologize for any inconvenience that you have
      experienced with the reconnection of your service due to necessary maintenance.
      We understand how frustrating this can be, however, we are unable to provide
      any monetary compensation. Upon review of your account, we show that on 11/21/2022
      a technician was able to complete the reconnection and perform the necessary
      safety checks. It is never our intention to inconvenience our
      customers and regret you were. If you have any further questions, please
      contact customer service at 800-752-8036. Kindest regards, CenterPoint Energy.

      Customer Answer

      Date: 12/08/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID *******1, and have determined that this proposed action would not resolve my complaint.  

      48 hours after shutting the gas off without warning in 40-50° weather it was reconnected. Thanks for the further acknowledgment you failed to reconnect when work was completed as you should have. CenterPoint is a joke. 

      Business Response

      Date: 12/15/2022

      Good Afternoon,

       While we understand the frustration, CenterPoint Energy has completed a thorough investigation to address Mr. Bash’s concerns and request that this complaint is marked as complete and closed. Please note, we addressed Mr. Bash’s concerns where it was explained that to provide gas safely there are times when routine maintenance is necessary for CenterPoint Energy’s equipment. If maintenance is required then for safety reasons the gas will be turned off. In the event gas has to be turned off a technician will reconnect the service the same day. He was also informed that if no one at the property can provide inside access to the home and remain inside then the customer will need to call and schedule the reconnection for a time when someone will be available. He requested compensation and was informed that there is no monetary compensation for maintenance.

       

      Mr. Bash rejected our first response, CenterPoint Energy reinstated our original response and explained that there are times maintenance is necessary and a technician is available to reconnect the service the same day granted they are provided access to complete all required safety checks. He was informed that the technician was unable to obtain full access to reconnect the service.

       After receipt of Mr. Bash’s second rejection, he only stated that he was not satisfied with the original response. He was informed that routine/emergency repairs will require the gas to be turned off, but reconnection is available granted the technician has complete access. We sympathize with Mr. Bash’s issue, however, an attempt was made to reconnect the gas, unfortunately, the technician was unable to complete the required safety requirements due to no access. A technician was dispatched on 11/21/2022 and the reconnection was completed along with all required safety checks.

       

      Maintenance and emergency repairs are necessary to provide gas safely to all customers. Our technicians make every effort to reconnect the gas after the repairs have been completed, but complete access is necessary. We have made every attempt to explain this to Mr. Bash.

       

      Thanks

    • Initial Complaint

      Date:11/19/2022

      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.
      My grandmother has been without natural gas since September 13th. A gas leak was discovered on the underground piping and the meter was removed that day. We were told that in order to get the meter back we had to replace the entire line from the meter location to the house (about 100 yards). However we paid to have the meter moved closer to the house instead of at the road on September 15th thinking that would be the best solution. Centerpoint told us it would be 10-15 business days to have the work done. We have called numerous times and no one has been able to get us answers on when the work will be completed. My grandmother is 89 with limited mobility and on hospice care. Without gas to her home she had been unable to have a hot bath in months, can not cook food or heat water on the stove, dry her laundry and her old home is freezing. This is unacceptable and if I would have know how slow this process was going to take I would have just paid a plumber to run a new line to the road no matter the cost. Her name is Hazel ****** and lives at *************** in Vidor, Texas. I need help and answers. Please contact me at *************. Thank you for your time.

      Business Response

      Date: 11/23/2022

      Thank you for allowing us the opportunity to address your concerns. We apologize for any inconvenience that you have experienced regarding your gas connection. Upon review of your account, we see that our Construction team has spoken with you regarding the relocation of the meter and a plan has been established. If you have any questions, please contact customer service at 800-752-8036. Kindest regards, CenterPoint Energy.
    • Initial Complaint

      Date:11/18/2022

      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 gas was shut off for $42 past due amount. I made a payment in October. On 11/17 I came home to find my gas shut off with a note on the door. I called CenterPoint to find out what the issue was with the payment after I paid the reconnection fee and suppose it amount that was past due they then told me that I had a $50 credit but then when I asked them how much was still owed they tell me it was four or five dollars that their system had not apparently calculated into the amount due. I scheduled for the gas to be turned back on 11/18. The confirmation I got stated I was supposed to get a phone call 30 minutes prior to them coming. They would be at my house between 8:00 a.m. and 10:00 p.m. to turn the gas back on. I took an entire day off work and stayed home I did not hear anything from anybody by lunch time so I called asking for an estimate time when they would arrive was told they couldn't give me one. At 5:00 I got an email stating the gas Tech had arrived at my location. I was in my house it literally took me 10 seconds to walk to my front door and walk outside to find nobody there I thought maybe they would be there in a few minutes and we're just down the road. Nobody showed and then 5 minutes later I got an email saying I need to reschedule because nobody over the age of 18 was at my house. No Tech came to my house I didn't get a phone call. I had to find other means to be able to keep my family warm for the entire weekend now because of course nobody was available until Monday. This is egregious and they did not do their job. I asked for the name of the tech they said they don't give that out. I also told them if they have GPS on their vehicles they should check it because they never came to my house. I spoke to two managers who basically were like well there's nothing we can do did not even make an attempt to have somebody sent back out. They need to do something to correct this.

      Business Response

      Date: 11/21/2022

      Thank you for allowing us the opportunity to address your
      concerns. We apologize for any inconvenience that you have experienced regarding
      getting your gas reconnected. Our technicians make every effort to complete
      their orders and this order was assigned to one of our contractors who are only
      able to receive payment once the order has been completed. We show that your
      service has now been restored and safety checks completed. If you have any
      further questions, please contact customer service at 800-752-8036. Kindest
      regards, CenterPoint Energy.
    • Initial Complaint

      Date:11/15/2022

      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.
      On 11/15/22 I attempted to get gas in my house. I just moved here. It’s cold and me and my puppy are freezing. I go online to apply for gas service. My application comes back saying I have to
      Pay a 90 dollar deposit. I hustled up the 90 dollars then they tell me I have a previous bill of 74.36. I don’t remember that’s how old the bill. I ask can they put that on my first bill. They decline. So I have to stay in this cold house. I’m sick. I’m HIV +. Don’t think it’s fair. They should have told me that from the beginning

      Business Response

      Date: 11/17/2022

      Thank you for allowing us the opportunity to address your
      concerns. We apologize for any inconvenience that you have experienced
      regarding the connection of service. Upon review of your account, we show that
      gas was connected today. If you have any further questions, please contact
      customer service at 800-752-8036 if you have any questions. Kindest regards,
      CenterPoint Energy.
    • Initial Complaint

      Date:11/14/2022

      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.
      This business does not comply with what they tell their customers. I was waiting for them to turn my gas on. They said that they would be there between 12pm-5p. They ended up arriving at 9am when I was at work. I called them and asked why they came NOT in the allotted time frame. They said that "just come when they can." I asked what there is even and time window if they do not abide by it. They had the same reply. They rescheduled me for the next day to turn the gas on. I had to take off work in order to be home for them to turn it on. While they were working, the cut my internet cable. I'm not sure why they did not that but AT&T confirmed that Centerpoint cut it. So I was without Internet also for 5 days. I've asked repeatedly to speak to the supervisor. Centerpoint has told me repeatedly that they will call me back in 48 hours. That was over a month ago and I've still not heard from them. November 14th, they turned off my gas AGAIN because they needed to replace my gas meter. They did not notify me. I have a 2 year old and we need gas for hot water and for cooking. There is zero communication. I have called them 3 times today and they have said that their system is being upgraded and they cannot do anything. These people also owe me a refund which they have sent to my old address. They have still not sent my refund to my new address. There are 2 case numbers for this claim also. I feel like this business is actually out to harm people and steal money and they are liars and frauds. It is ridiculous that there is only one gas provider in Houston. Please look into this company. They are using their monopoly to gain more money at the expense of their customers

      Business Response

      Date: 11/18/2022

      Thank you for allowing us the opportunity to address your
      concerns. We apologize for any inconvenience that you have experienced
      regarding your gas service and regret that the correct scheduling information
      was not provided at that time. Internal reviews will be utilized to limit
      future cases such as this. There are times when performing maintenance is
      needed and sometimes equipment needs to be replaced. We make every effort not
      to inconvenience our customers, but for safety reasons, gas has to be turned
      off when completing repairs. Our records show that the meter was replaced, and a
      door tag was left at the property along with the number to contact customer
      service for reconnection assistance. A replacement refund check for $56.89 will
      be mailed on 11/22/2022. If you have any further questions, please contact
      customer service at 800-752-8036 if you have any questions. Kindest regards,
      CenterPoint Energy.

      Business Response

      Date: 11/30/2022

      Thank you for allowing us the opportunity to address your
      concerns. We understand your frustration and apologize for the inconvenience
      you have experienced. There are times that maintenance must be performed on the
      meter and due to safety reasons gas has to be turned off to complete those
      repairs. There were no fees charged to your account for this service. As
      previously mentioned, a refund check for $56.89 was mailed on 11/22/2022. If you
      have any further questions, please contact customer service at 800-752-8036 if
      you have any questions. Kindest regards, CenterPoint Energy.

      Customer Answer

      Date: 12/02/2022



      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.  You have unacceptable customer service. I lost time and money because your technicians did not come out when scheduled, TWICE. They came the day after and I had to take off of work. I have a 2 year old daughter and its atrocious that you don't care about the people that you "serve." I am still waiting for a manger to call me back. I have asked twice for them to call me but it had been over 2 months and I went to the BBB instead. I wish that you weren't the only gas company in Houston. You think that by you having a monopoly on the business that you can treat people however you want without consequences. Shame on you. 







       
    • Initial Complaint

      Date:11/12/2022

      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.
      The company kept saying they were sending a person to turn my gas on took 3 days for them to finally show up of missing 24 hours of my job.

      My gas was on they came an cut it off with 0 explanation while no one was home.

      Trying to get my gas back is being impossible they can’t tell me why their worker cut my gas off and it was not because of lack of payment

      They said my house could have a leak an have yet to send a person to understand what is the problem with my gas which could of cause me an my 3 children death of any other possible health injuries


      I had to pay 80$ to turn my gas on an still have yet to have it on and that was 1 month ago I feel they are just taking my money an not finishing the job

      Business Response

      Date: 11/18/2022

      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 service. Our records show that the gas was turned off due to scheduled maintenance. For a technician to reconnect the gas someone over the age of eighteen will need to provide access to perform required safety checks inside the home. Please contact customer service at 800-752-8036 to schedule an appointment to reconnect your gas. Kindest regards, CenterPoint Energy.
    • Initial Complaint

      Date:11/10/2022

      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.
      It has been 3 days without gas. My house runs by gas. Having a very, very hard time with this company to understand our situation. Called more than three 3x a day, asking them to come out. They have been lying saying someone has been dispatched, and it will be there by 8pm. It has been 3 days now.
      Please, someone take action !!

      Business Response

      Date: 11/16/2022

      Thank you for allowing us the opportunity to address your
      concerns. We apologize for any inconvenience that you have experienced
      regarding your reconnection of service. It seems that there was work being done
      in the area and as a safety precaution the gas had to be disconnected. Upon
      further review of the account, we do show there was a call made to customer
      service, and unfortunately, the account was not reviewed thoroughly to submit the correct order. We truly apologize for the inconvenience this has caused you and have taken steps to
      rectify this to alleviate cases like this in the future. If you have
      any further questions, please contact customer service at 800-752-8036 if you
      have any questions. Kindest regards, CenterPoint Energy.

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