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

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.

Initial Complaint
Date:11/06/2022
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 set up for my service to be cut off October 1st because I moved out of my residence September 30th. I was told the soonest they could get to my home to cut my service off was October 3rd. When I received my bill, I was billed through October 12th. I called CenterPoint and they told me I had to pay this bill because it was still in my name. I don’t understand and this is completely unfair that I’m expected to pay for the buyers who bought my homes CenterPoint bill. I would like CenterPoint to do what is right and charge them for what they used and me for what I used.
Business Response
Date: 11/11/2022
Thank you for allowing us the opportunity to address your
concerns. We apologize for any inconvenience that you have experienced
regarding your account. Your account has been updated to reflect the new move-out
date of 10/03/2022. Your final bill is $65.62, there was no additional gas used
and the final readings were the same. 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: 11/21/2022
[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:

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:11/04/2022
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.
We have built a barn on property that has existing house and electric service. Our existing service panel would not accommodate the additional barn. Our contractor installed a new pole, fuse box and box for electrical meter on other side of the property close to the barn. When CenterPoint came to install meter they indicated the transformer could not be installed on their pole due to existing fuses. I contacted CenterPoint late September 2022 and spoke with a Consultant and she indicated she needed to come out an review the situation and provided a rough estimate of $2K. She came out on October 3, 2022 and provided recommendation of adding a new pole and provided a verbal estimate around $2K. She also provided another option of putting the transformer behind the barn on an existing pull and the would be around $1K. The second option was not a good option because the barn was already wired and the meter box was in the front. After a few follow up request I got the paper work to approve work and it requested a payment of $6606. I called to see why the payment difference and she stated they had price increases effective in October. We discussed the second option again and she indicated it would be significantly lower, again after a few follow up request I got the estimate which was $3885. The contractor would then need to move the pole and meter box at additional expense of $1800.

We have signed the contract for the $3885 as we have been trying to get power since early August 2022, and are not being given an other reasonable options.

How can CenterPoint be charging these ridiculous fees and give you no options to shop around? That is a 70% mark up within a week.
Business Response
Date: 11/14/2022
Thank you for allowing us the opportunity to address your
concerns. We apologize for any inconvenience that you have experienced
regarding the new electrical service. Upon review of the account and per your
statement the Service Consultant indicated that the amount discussed was a
rough estimation of the charges. Therefore, there was a likely hood of the final
amount being lower or higher than the estimated amount. If you have any
questions regarding your electricity our customer service team at 800-332-7143
will be happy to assist you. Kindest regards, CenterPoint Energy.
Customer Answer
Date: 11/16/2022
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.

We have been trying to get power since August; tech came to complete meter installation on September 21, 2022 when we were notified changes needed to be made. I tried working with the first Consultant for a week until the case was assigned to the second consultant. We discussed the project over the phone and rough estimate and she scheduled the site visit for October 3, 2022.
The consultant provided HIGH verbal estimate at the site visit on October 3, 2022 and knew what needed to be installed. Option 1 was a pole and transformer quoted at $2K or transformer installed on existing pole $1K.
When the work order paper work was received with an invoice for Option 1 it was three times higher, at $6600. I called to question and she stated there were price increases effective October 1, 2022 and there was nothing she could do about it. I discussed moving our power line with my contractor so the transformer could be installed existing pole, CenterPoint consultant indicated that would be signifcantly lower as it was only the transformer installation. Paperwork and invoice received for option 2 at $3800, ageee three time s the orginal verbal estimate.
How can CenterPoint justify a 70% price increase in one month? It is a monopoly that if we want power we have to pay the price they quote as you have no other options.
I would like to see where they charge someone $3900 in August and September for the same installation of a single transformer.
I respectively ask CenterPrice to split the cost of $3800. If not willing to assist with the cost I will file additional complaint with Texas Utlitiy Commission.

Regards,

Business Response
Date: 11/21/2022
Thank you for allowing us the opportunity to address your
concerns. While we understand your concerns regarding the cost associated with
providing electricity to your barn. The initial information provided was a
rough calculation, and unfortunately, that means the final amount can vary.
Please be advised that there are costs associated with providing power and
those costs are subject to change. The representative provided a generalization
of what the cost would be, and therefore CenterPoint Energy stands by the
agreement. If you have any questions
regarding your electricity our customer service team at 800-332-7143 will be
happy to assist you. Kindest regards, CenterPoint Energy.
Customer Answer
Date: 12/15/2022
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.

CenterPoint does not acknowledge any wrong doing and that they can set any price they want. I paid the $3800 so I could get power and all work was finally completed with power turned on 12/13/2022 – I had no choice if I wanted power.

Regards,

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 you have experienced regarding your electric service.
However, during the conversation with the service consultant, there was no guaranteed
agreed-upon amount. The representative provided a cost estimation which is
subject to change once the amount has been finalized. Please contact customer
service at 800-332-7143. Kindest regards, CenterPoint Energy.
Customer Answer
Date: 01/09/2023
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.

CenterPoint takes no responsibility and there is no additional action that will be taken, please close as we are not going to get any resolution to the compliant.

Regards,
Initial Complaint
Date:11/03/2022
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.
Received a letter stating I had an account with Centerpoint, who provides the gas to the property we are renting. Tried to confirm the account was set up. Unable to access account through website as it refuses to reset the password, so payments can no longer be made. Tried to contact them through the phone number, and after keeping me on hold for 30 minutes then they picked up the phone, said they had to transfer me to another location. They transferred me to a line that simply rung once and hung up immediately. As a result nothing can be resolved or addressed because the company is essentially refusing to communicate.
Business Response
Date: 11/04/2022
Thank you for allowing us the opportunity to address your
concerns. We apologize for any inconvenience that you have experienced
regarding your new service request. To establish new service, you can visit our
website at centerpointenergy.com or speak with customer service at 800-752-8036
and they will be happy to assist. Kindest regards, CenterPoint Energy.
Customer Answer
Date: 12/01/2022
[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:

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:11/03/2022
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.
I booked an appointment online for gas connection on 31 Oct, I received an email for confirmation but while paying deposit I received an error. I called customer service that I received an error while booking appointment, she said you are good it’s booked no further action required.
I called next day ( I had 5 years old, no heat and hot water) if they can move to sooner, representative said no they will be at your home tomorrow. I took off from work and waiting for them then I called them for ETA they said it’s been cancelled because deposit was not made. I was really angry why first two time they said everything is okay? I made deposit called back again they said they will charge extra for same day. I explained I have 5 years old already took off from work which cause me $130/day she said I cannot do it. Then I called for confirmation of payment then they said they can do it same day.
After few hrs I called they said they are coming hang tight. Then I received email they canceled and moved it to next day. I called again they said today 8-12
Now after taking another off from work and loosing $260 they are still not here.
I called now they said if they will not come today call back and they will re schedule it. What the hell?
In Houston Texas Center point is the only company providing gas. I have 5 years old, no heat and can’t cook. Cold water for shower.
They have no mercy, they have their monopoly.
Business Response
Date: 11/04/2022
Thank you for allowing us the opportunity to address your
concerns. We apologize for any inconvenience that you have experienced
regarding the connection of gas service. If a deposit is required a letter is
sent regarding the deposit information. Upon review of the account, we show
that the deposit was paid on 11/02/2022. Our records show that a technician visited
the property on 11/03/2022 and gas has been connected. 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: 11/05/2022
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.

[Question was, why when I called first time on 31 Oct, they said everything is good no further action is required? Even I told them I received an error mess.
then I called 1st Nov asking if they can come today, they said no they are busy, again no one informed me that time they the deposit is still pending,
I took off on 2nd Nov cast me money and after waiting I called them they informed it was cancelled due to non deposit.
then on 3Rd Nov I haven’t receive call 30 minutes before the appointment. When tech was on site and doing his work I received a call the tech is on his way.
but again question is why I was not informed through any channel that deposit is not made and everyone was telling me just wait we are coming, and I keep missing my work days, plus we were out of hot water with 5 years old]

Regards,

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 your new service request. We regret that you were not informed that
the payment did not post to your account. Please be advised that an email
confirmation is sent once a payment has been submitted. Unfortunately, there is
no notification provided to customers that CenterPoint Energy has not received
a deposit. We do offer online services that allow you the opportunity to view
your account and payments at centerpointenergy.com. 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:11/01/2022
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 just moved into a new house that was finalized last Wednesday. I went online to Centerpoint to have my services turned on. The soonest my gas could be turned on was the following Monday. Seems like a very long time to wait to get gas services especially with a 7 month old baby and fiancé who also live with me.

Monday comes around and they cancel the appointment due to the fact that the security deposit was not paid beforehand. I’m the confirmation email it does. Not mention anything about paying the deposit before hand or that my appointment could be cancelled. Assumed it would just be billed to me.
Despite my best efforts Centerpoint offered no remedy for the matter besides rescheduling for the next day.

During this time is chilly here in Houston, and we need to wash clothes, have a warm house and be able to take a hot shower but none of which is possible.

Then today, Tuesday. The appointment is cancelled again for no response. The technician “called” my phone twice. I received no calls at all, and my phone is working perfectly fine. So I call back and still, the only response is “reschedule for tomorrow.” No one can help, me get this turned on. My family and I are cold, running out of clean clothes and need hot showers and they just keep canceling our appointments. I have had someone home and ready yesterday and today waiting.

I hope someone high up in Centerpoint sees this and can help me.
Business Response
Date: 11/02/2022
Thank you for allowing us the opportunity to address your
concerns. We apologize for any inconvenience that you have experienced
regarding the connection of your service. In the event a deposit is required a
separate letter is mailed. Our records show that the technician attempted to
connect the service the following day but was unable to complete the order due
to no access. For our technicians to turn the gas on and complete the required safety
checks they must have access to the property both in and outside. Upon review
of the account, we show that a technician has visited the property and gas has
been connected. 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:10/28/2022
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 had gotten a call earlier in the day, and it sent me to a rep. Rep tells me they will call me 30 min prior to coming so that they could reconnect my services. I told her “ Is this the 30 min call?” She said “No. They will call you 30 min before they arrive.” Have waited all day, called to track the status only to find out that it was cancelled and it needs to be rescheduled! I was never called! It is Friday and they do not run on the weekends! I am exhausted from work, and because an employee told me wrong, now I have to wait and I am beyond frustrated! The worst service I’ve had, and that’s because I’ve been with them for years!
Business Response
Date: 11/01/2022
Thank you for allowing us to address your issue. When a call ahead is requested, customers are advised after two attempts, if there is no answer at the phone number you have provided, the order is subject to cancellation. Once the order cancels, the customer will need to call to reschedule the appointment for the next available day. We apologize for any inconvenience. We do show the gas is on.

Kind regards,

CenterPoint Energy
Initial Complaint
Date:10/28/2022
Type:Delivery 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 10/28/22 the lights at my residence went out at 1:00am. It was almost 7:00 am before Center point restored power. I live in the villages of teal run in Fresno TX. The same issue happened just a week before when it rained. I have lived here over ten years, and Everytime it rains my side of the street looses power. Obviously there is something that needs to be upgraded or replaced instead of patched together until the next rain. The response time is ridiculous now, when before the lights might be out an hour. The repair times scheduled are lies , and you can't get in touch with anyone. I have a handicapped daughter and other kids that need to go to school. I also cannot use the computer for work and have lost valuable work time because of the constant and long outages. The power shouldn't go out for hours everytime it rains or the wind blows hard. To go to sleep and wake up with no power is inconvenient. They offer no refund or anything for your distress. After all these years it is time for a permanent solution to the problem, and not a bandaid. Please have them do right by the teal run community and fix whatever has been causing the service interruptions permanently. Thanks Lukina *********
Business Response
Date: 11/01/2022
Thank you for allowing us to address your issue. The complaint has been forwarded to our Service Center for review. For additional updates, please contact our call center at 800-332-7143 for the appropriate information to the service center.

Kind regards,

CenterPoint Energy

Customer Answer
Date: 11/04/2022
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.

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

Regards,

I want to know in details, when they are going to fix the actual problem. I want to know when and have they even identified the source, that's causing it to happen . I want to know why the website lies about the actual time that they are coming to fix it. Why does it take 4 hours or more to get the lights back on?
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 your power outage. Our
technicians work diligently to restore power. The service center for your area
is aware of the issue and is working towards a solution. While we understand
how frustrating this can be there is no completion time available at the
moment. If you have any questions
regarding your electricity our customer service team at 800-332-7143 will be
happy to assist you. Kindest regards, CenterPoint Energy.
Initial Complaint
Date:10/26/2022
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.
Requested that CenterPoint Energy turn on my Gas service. Center Point Energy has not turned on my gas service now for over 72 hours. They claim to call my number, and claim that no adult is available at address.

I have received no, zero phone call from CenterPoint Energy
We have been home and there has been no visit from CenterPoint Energy
They're call center automated system states the wrong month
Customer Service agent transferred me to the wrong line on purpose in retaliation
Business Response
Date: 10/27/2022
Thank you for allowing us to address your concerns. While call-ahead's are an option, we understand the need to accommodate a customer when a technician requires access to their property to provide utility service. However, the call-ahead is automated and not from the actual technician. When there is no answer, the system automatically cancels the order. The gas at the property has been turned on.

Respectfully,

CenterPoint Energy
Initial Complaint
Date:10/24/2022
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.
Centerpointe took my mother’s $350 (on 9/28/2022), with the promise that they would install a meter upgrade. She had a generator installed a month ago, but needs the meter upgrade to be able to use it. My mother is elderly and handicapped, so my husband and I were setting it up for her. We were told that the meter upgrade had to be paid for before they would schedule anything. There was no way that I was going to link my mother’s bank account to centerpointe to make the payment (which seemed to be the preferred way). I called several times to get an answer on how to pay with credit card, and I was told to just add $350 to her regular bill… and they would know it was for the meter upgrade. We got an email that they received the payment.
Once payment was received, and we were able to set up a date for installation. We scheduled for 10/11/22, and received work order #000104792568. Mom even got a call the night before, confirming that they would be there the next day between 8-5. My mother called at 5, and was told that she should wait until 8pm, since sometimes the installers run late. No one ever came. The next morning, mom called to find out what the problem was, and she was told that her work order is “Pending”. What does that even mean? They took her money. She scheduled the date for install. No one showed up to do the job, and no one can give us answers.
My mom has called every few days since, only to be told over and over, that someone would get back to her… No one calls her back. Unacceptable!
We are getting some severe weather tonight, and hopefully mom doesn’t lose power. She has a generator that cannot be used until this meter upgrade is done. This is completely unacceptable, and now I worry about my mother. She’s so upset about the way she is being treated! We are hoping that the BBB can step in and get this job expedited.
Business Response
Date: 10/26/2022
Thank
you for allowing us the opportunity to address your concerns. We apologize for
any inconvenience that you have experienced regarding your meter upgrade. We
show that a technician has visited the property and the meter has been upgraded
to a 2lb meter. Please contact customer
service at 800-752-8036 if you have any questions. Kindest regards, CenterPoint
Energy.
Customer Answer
Date: 11/21/2022
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 resolve my complaint.

Regards,

This message is in regard to your complaint submitted on 10/24/2022 against CenterPoint Energy. Your complaint was assigned ID ********.

You recently filed a complaint on the above mentioned company. The last we heard from you the issue was not resolved. Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.

Are the issues resolved? ______X______Yes _____________No

If yes, when was the issue resolved?
On

10/25/2022
If no, what issues remain outstanding?

____________________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________________

Did you ever file your case through the court system? ___No__________ If so please include a copy of your filing or judgment for our files.

Signature: __Carolyn *************************************: ________11-18-2022_________________

Please respond just as soon as possible to this inquiry. Feel free to email the information to [email protected] ; make sure to reference your case number.

Regards,
Initial Complaint
Date:10/20/2022
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.
**********

Centerpoint has previously been notified that no services were ever requested for their Homeserve services on the property connected to the aforementioned account.
However despite repeated attempts to resolve, Centerpoint has drowned out this pointed concern and continues to bill, and has the audacity to accuse for now past due, charges for an add on service never recognized.
Demand is made someone from their executive office relaize this and resolve.
Business Response
Date: 11/01/2022
Thank you for allowing us the opportunity to address your
concerns. We apologize for any inconvenience that you have experienced
regarding your Homeserve plans. Upon further research, we show that the plans
have been canceled effective 08/15/2022 and the remaining balance of $38.96 has
been waived. If you have any questions, please contact customer service at
800-752-8036. Kindest regards, CenterPoint Energy.
Customer Answer
Date: 11/14/2022
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.

The business has made zero effort to contact me to discuss this serious matter.
Esclations will continue, an possible turning over of file to my attorney until resolved/

Regards,

Business Response
Date: 12/07/2022
Thank you for allowing us the opportunity to address your
concerns. We apologize for any inconvenience that you have experienced
regarding your account. Upon review of your account, we show that there are no
current charges for Homeserve and the balance reflected is zero. If you have
any further questions, please contact customer service at 800-752-8036. Kindest
regards, CenterPoint Energy.

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CenterPoint Energy, LLC is NOT a BBB Accredited Business.