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:03/30/2025

  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 gas bill was excessively high. My gas bill tripled for the month of November 2024 which was due December 2024. I was out of town from November 20, 2024 to November 27, 2024. In November 2024 the temperatures were not below freezing the high during the day was 86 and at night the lowest was 32. This does not warrant my bill being tripled the amount. In December 2024, the lowest 29 degrees this was at night. During the day the highest was 81. I was out of town December 20, 2024 to December 27, 2024. My December bill doubled which was due January 2025. January 19 -25, 7 days the temperature was cold not the whole 31 days of January this doesnt warrant my bill being as high has it was. I am a single person who lives alone and keeps my thermostat at 68 degrees all year round. My averaged electric bill has been $48.00 dollars from November 2024 to March 2025. If I was running my heat why wasnt my electric bill very high. This same situation happened to me last year From November to January 2024. I was out of town from January 8, 2024 to February 6, 2024. My bill was excessively high as well, why? When I wasnt home. I called and asked to speak with a supervisor, I spoke with ***** *. He placed my account on hold while they investigated the issue and as I figured they came back and said, the bill was correct. The only excuse I got was its because of the cold weather. I explained to ***** I was not home. In my opinion, there was no investigation done. Centerpoint energy is price gouging its customers and charging excessive amount during the months of November to February to make up for the money they dont receive for the other months in the year. This is deceptive business practice at its finest. There is a pattern of them doing this. They did it last year to me and they did it this year as well. To confirm they are price gouging their customers I was out of town for a month there is no way my bill should have been excessively high.

  Business Response

  Date: 04/09/2025

  Thank you for contacting CenterPoint Energy. Our records confirm that the billed amount corresponds accurately with the consumption history for this address. For your reference, I have attached the 18-month consumption report.
  
  It is important to note that your address generally experiences increased consumption during the months of January and February. The bill of $94.14 accounts for the period during which Texas experienced a winter storm, leading to higher gas usage than usual.
  
  We have found no discrepancies in the billing. The current balance stands at $47.08, which is now past due. We appreciate the opportunity to address your concerns. 
  

  Kind Regards, 

  CenterPoint Energy 

  
  

• Initial Complaint

  Date:03/30/2025

  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.

  Never came back to finish the job

• Initial Complaint

  Date:03/27/2025

  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.

  Scheduled a meter upgrade for ***********************************************The Centerpoint *** came out, but declined to do the work before the new backup generator was completely installed.We didn't cancel. He said the wait to reschedule would be short.However, in the system he reflected it as canceled. So when I called to reschedule the *** said she couldn't do it, because he put as canceled.I was given an email address to put in a ******************************************** The ***ly was that it will take up to 10 days to even get a response.

  Business Response

  Date: 04/03/2025

  It is important to emphasize that the completion of a meter upgrade order is contingent upon the customer's readiness and the installation of the necessary equipment. Upon the technician's arrival onsite, it was observed that the generator had not been installed, which prevented the technician from fulfilling the order. In such cases, the order cannot simply be suspended; it is deemed canceled, necessitating the creation of a new order. To resolve this matter, a *** Representative reached out to Mr. ***** and successfully rescheduled the meter upgrade order for April 8, 2025. We appreciate the opportunity to address Mr. ****** concerns and remain committed to providing excellent service.
  

  Regards,
  CenterPoint Energy 

  Customer Answer

  Date: 04/08/2025

  [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:03/18/2025

  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.

  In December 2024 Centerpoint replaced the natural gas meter at our home. I started getting error codes on my tankless water heater immediately after and called Centerpoint to see if they could check the install. I was told that the gas service to my home was fine and if I had any issues with my appliance(s) they were not responsible and to call a plumber to have checked. After about a month of our tankless heater throwing errors (depending on what faucet we were using) I called a few plumbers for estimates and was told by all that I needed a new tankless heater. I had a new heater installed but still got error codes. The plumber spent a couple of hours troubleshooting (he's a master plumber with 20+ experience and hadn't run into the problem we were having) and finally suggested I call Centerpoint. That afternoon Centerpoint came out and the technician said there were at least two things done incorrectly on the meter install and once he fixed those, I'd have enough gas flow and my heater would start working again. After the technician fixed the meter, my tankless started working and hasn't thrown an error code since. I filed a claim with Centerpoint for the cost of the tankless heater install as it was unnecessary. Centerpoint passed along the claim to their subcontractor, DigCo, who denied the claim. ***** said I was denied because even if there was an installation mistake, I was still getting gas. I disagree because (1) both the old and new tankless threw error codes before the Centerpoint technician came and fixed the meter - after the meter was fixed the tankless worked perfectly, and (2) the Centerpoint technician told me my gas was being overly restricted because of the (at least 2) installation mistakes.I object to the denied claim - the negligence in the meter install absolutely left me with restricted gas, Centerpoint didn't come out to take a look when I first had an issue, and I bought a new tankless heater when I didn't need one.

  Business Response

  Date: 03/25/2025

  Thank you for contacting CenterPoint Energy. Your claim was denied by CenterPoint Energy because our investigation found that the sub-contractor, Digco replaced the gas meter at the location. However, our subcontractors are responsible for managing their own damage claims, so this matter was referred to Digco for ************* seems that ***** has denied the claim after conducting their investigation. You have the option to pursue litigation against *****, and in such a case, CenterPoint would be indemnified as per the contract. We apologize for any inconvenience.

  Kind Regards, 

  CenterPoint Energy 

  
  

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Per Centerpoint's website, "CenterPoint Energy owns and is responsible for installing and maintaining the meter." (1), therefore am holding Centerpoint responsible  for damages incurred due to the incorrect installation of the meter.  I called Centerpoint after the meter install saying that my water heater wasn't working properly and that the problems started right after the meter work was done.  At that point, Centerpoint should have had one of their employees come out to double check the meter.  (I myself can not, nor could I hire someone to do it as it's illegal to tamper with natural gas meters).   Centerpoint, per their website, is responsible for installing and maintaining the meters, and should, when a customer calls to suggest that something wasn't done correctly, do the minimum of coming out to the property to ensure the work (that apparently they subcontracted out) was done properly.  Instead, I was told over the phone they weren't responsible for my internal appliances and essentially ignored what potentially could have been a dangerous situation.   If Centerpoint thinks they are not to blame, and that DigCo is, then at a minimum they should work with DigCo's claim department to compensate me for my damages.

  
  Regards,
  

  ***** ******
  
    (1)**********************************************************************************

  
  

  Business Response

  Date: 03/28/2025

  Your claim was denied following our investigation, because ***** was responsible for replacing the gas meter at your location. Our subcontractors are responsible for handling their own damage claims. If ***** has also denied the claim after their review, then we can only advise that you pursue legal action. Please note that CenterPoint would be indemnified in accordance with the contract. We sincerely apologize for any inconvenience this may have caused.

  Kind Regards, 

  CenterPoint Energy

  Customer Answer

  Date: 04/03/2025

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

  As explained in previous messages, Centerpoint should have come out to check our gas meter when I called them saying that I thought something was wrong.  Instead they said all was fine and to hire a plumber at my own expense, and I ended up incurring unnecessary costs.  Passing along the blame to their subcontractor is not the resolution I was seeking. 
  
  Regards,
  

  ***** ******
  
   

  
  

  Business Response

  Date: 04/14/2025

  Thank you for contacting out to CenterPoint Energy. Our ***************** has carefully reviewed your claim and made a decision based on their comprehensive findings. Regrettably, we can only recommend that you contact *************** for any reimbursement you may seek.

  Kind Regards, 

  CenterPoint Energy 

  
  

• Initial Complaint

  Date:03/18/2025

  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 sold my house in Houston in November. I emailed Centerpoint Energy the day after closing, on Nov. 15 at 12:36 pm, requesting a cancellation of service and to have my account closed. I received an automatic reply, so I thought it was done. Once I realized I was still getting billed, I called them and sent the original email to the address they gave me. I just got billed again in February! I called today and the woman on the phone just kept saying the same things over and over - that my account has been closed and I will not be billed further. I asked about a refund, but she could not give me that information. I asked to speak to a supervisor - she said no one was available. I'm super tired of dealing with this. Please help. Thank you!!!!PS - I can't figure out how to save the original emails, so I used the Snipping Tool to take screenshots.

  Business Response

  Date: 03/24/2025

  Thank you for contacting CenterPoint Energy. We have performed a thorough investigation regarding your concern. As a result, we have updated your mailing address, voided the check sent to the incorrect address, and issued a new refund check totaling $187.05. We apologize for your experience and appreciate your patience while we work to make the necessary corrections. It is our pleasure to serve you at CenterPoint Energy.

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against CenterPoint Energy for failing to issue my refund and charging me for gas service after I requested it be turned off. Despite several attempts to resolve these issues with the company, I have not received an adequate response or resolution.I moved out of my apartment in Houston on November 14, 2024, and was due a refund of $61.76 from my deposit. CenterPoint Energy claimed that they mailed the refund check to me on December 17, 2024. However, I never received the check. After this, I was advised to wait 30 days before requesting the check to be reissued. Once this period passed, I contacted CenterPoint Energy and was told on January 21, 2025, that a new check would be issued. Despite this, I never received the reissued check either.After another 30-day wait, I was informed on February 22, 2025, that the check had been mailed again. However, as of today, March 13, 2025, I still have not received it. Throughout this process, I confirmed my forwarding address multiple times with CenterPoint Energy, which leads me to be skeptical that they are actually mailing the checks as they claim.Additionally, I requested that my gas service be shut off on November 14, 2024. Despite this request, I was charged for the entire month of December 2024. This charge was deducted from my deposit refund, leaving me with only $61.76 instead of the $85 I was originally entitled to. This error in billing has further complicated the situation, as I should not have been charged for any service after my termination request.

  Business Response

  Date: 03/18/2025

  Thank you for contacting CenterPoint Energy. We have conducted a comprehensive investigation regarding your complaint. As a result, we have backdated your move-out date to 11/14/2024. Your account has been adjusted accordingly, and you do not owe any fees or past bills. We sincerely apologize for any inconvenience you experienced and appreciate your patience while we made the necessary corrections. It is our pleasure to serve you at CenterPoint Energy.

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  My main complaint is that I have yet to receive the $61.76 refund from my deposit. After reviewing the documents you sent, I noticed that the address on the *** is incorrect. My correct forwarding address is *******************************************************************************************************************. I believe this error may be the reason I havent received my refund checks.
  
  
  Additionally, I received a $2 bill from CenterPoint Energy on Saturday, 3/15, after filing this complaint. Could you clarify what this charge is for?
  
  
  Id appreciate any updates on both matters. Thank you.
  
  
  
  Regards,
  
  
   
  

  Business Response

  Date: 03/25/2025

  Thank you for reaching out to CenterPoint Energy. We have conducted a comprehensive review of your complaint and would like to inform you of the following updates. The check that was mistakenly sent to the incorrect address, amounting to $61.76, has been voided. Your final bill, which totaled $80, has been adjusted to reflect a customer charge deduction of $23.87 for November 2024. We have generated a new refund check, which will be mailed to the correct address you provided during our previous communication. You will not owe $2 as previously mentioned and your account has been zeroed out. We sincerely apologize for any inconvenience this situation may have caused and greatly appreciate your patience as we rectify these matters. It is our commitment to provide you with the best service possible at CenterPoint Energy.

  Customer Answer

  Date: 04/05/2025

  [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:03/12/2025

  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.

  On February 6th, CenterPoint conducted work directly between our house and detached garage. On the morning of February 12ththe morning of our home inspectionour tenant reported a strong gas odor in that area. Upon immediate investigation, crews returned to the site, identified a gas leak caused by their contractors, and proceeded to dig up our lines and remove our ******** a result, we were forced to arrange emergency plumbing and electrical repairs, posing both a safety and health risk and causing significant inconvenience and undue financial burden and completely inconveniencing us in the middle of selling our home. We expect Centerpoint to take full responsibility for reimbursement of the emergency repair costs totaling $2445.07 (2125 for plumbing and ****** for electrical).Centerpoint and their subcontractor ******** and Son who performed the work are blaming each other. *** from ******** took full responsibility verbally on 2/19 but said we had to go through the Centerpoint claims process. We filled out their online form on 2/17 and waited the 7-10 business days as indicated on their website. After hearing absolutely nothing, I called the claims department who said we never had to do that, it needs to be resolved directly with ******** who now is no longer answering me. Both are also alluding to old pipes that caused the leak but weve never had an issue in the four years weve owned the house until they started doing work without our approval.Despite clear evidence linking the leak to their work, CenterPoint Energy and their subcontractor, **********************, are now taking no responsibility. ******** initially admitted fault verbally but later directed us to CenterPoints claims process. We submitted a formal claim via CenterPoints online form on February 17th and waited the stated 7-10 business days for a response. They have since stopped responding.

  Business Response

  Date: 03/13/2025

  We appreciate your reaching out to CenterPoint Energy. After careful review of your complaint and discussions with our ****************** we uphold their decision to deny your claim. If you have any questions or require further assistance, please feel free to reach out to your designated Claims adjuster.

  Kind Regards, CenterPoint Energy 

• Initial Complaint

  Date:03/11/2025

  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.

  Ive been having problems trying to pay my gas bill because Centerpoint isnt properly providing a way for me to pay it. I called Centerpoint in November before I moved into my new home to try and set up my services. I was informed my services would start in a couple weeks. Once I moved in I contacted them to confirm my services were set up and was told once again that it would take another couple of weeks for my account to be finalized. About a month passed and I still didnt receive a bill. So, I called again and was informed that the services were still in the previous owner's name and that I would be sent one big bill once it was out of their name. I wasnt given a way to pay my bill. At this point I submitted a complaint directly with Centerpoint. Nothing was done about this situation. Around the beginning of February, Centerpoint came out to turn off my gas because the previous owner issued a shut off of services. I once again called Centerpoint and spoke to a supervisor who said he would set up my account and someone would come out and turn my gas back on the next day. I have since received several bills for the past 4 months worth of gas. I have tried logging into my account to pay my bill and I couldnt get logged in. I called Centerpoint once again in March and spoke to a representative named ****. He told me there was a glitch in their system and that my account wasnt active. He put me on hold, once he came back on he gave me of a new password and I was able to get in. However, the online account says my current balance is $0, while my paper statements say otherwise. I also now have 2 different account numbers. This representative also put me on hold again for some unknown reason. I waited for about 15 more minutes before I decided to contact BBB. I am afraid theyre going to turn my gas off while I have no way to pay my bill. Not to mention my bill is now far more unmanageable than it would have been had I been able to start my services on time.

  Business Response

  Date: 03/26/2025

  Thank you for contacting CenterPoint Energy. Our records indicate your current account number is ************. The total balance owed is $608.64 and is due on April 14, 2025. Should you need an installment plan or extension, kindly contact us at **************. 

  Kind Regards, 

  CenterPoint Energy 

• Initial Complaint

  Date:03/10/2025

  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.

  In April 2024, I made an accidental overpayment for my utility bill to Centerpoint Energy for my residence in ******, *******. I noted the credit on my bill received in April 2024 and called and was told I would be receiving a check to refund my overpayment (because they could not credit my centerpoint account directly). I waited and never received the check. I have called monthly for a solid year and told they would be mailing the check. I tried different addresses and locations (my work, my other home) and never did a check come. I called today 3/10/2024 and was told the check was cashed and the case was closed. They had no information as to where the check was cashed. I did not receive a refund or cash any check. Centerpoint energy has $1637.38 of my money.I have spoke to these staff members when calling - **** ***, Asia, *******, Yaoska, Leo, and ******* I plan to consult with an attorney.***** ***** ******* *******

  Business Response

  Date: 03/25/2025

  Thank you for reaching out to CenterPoint Energy. We are sorry to learn about your experience. Your complaint has been forwarded to our ****************** and we have confirmed that your refund check was reissued and sent to the ** box address you provided to our representative.  We appreciate your patience while we work to address your concerns. 

  Kind Regards, 

  CenterPoint Energy 

• Initial Complaint

  Date:03/05/2025

  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.

  There were trees in the CenterPoint easement behind my house. I called for months asking CenterPoint to come fix the issue. They never fixed it. Then, at 2 am last night the tree catches on fire. CenterPoint then starts cutting tree limbs at 2 am. They dropped limbs on my fence, mosquito system, gutters and pool equipment causing damage to my property.

  Business Response

  Date: 03/07/2025

  Thank you for contacting CenterPoint Energy, Ms. **** Your claim has been approved by our ****************** You have been provided the direct contact information for your assigned specialist and are encouraged to report any invoices related to additional damages you may have experienced at your property. It is our pleasure to serve you at CenterPoint Energy.