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:10/18/2022

  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.

  Hello. I have reached out to Centerpoint for months in reference to a restart service in my name but I have been put on hold for months as well as penalized for another person’s bill who lived in the resident for a short period. I complied & cooperated with centerpoint by emailing all supporting documentation per their request to move forward. Still…no service nor any explanation on why I’m being penalized for no service. Please help.

  Business Response

  Date: 10/19/2022

  Thank you for allowing us the opportunity to address your
  concerns. Upon review of Mrs. *******'s account to further assist her additional
  information is required. She will need to provide proof that she owns the
  property in question, proof that other utilities are currently listed in her name
  and when they were put into her name, and proof as to where she was living from
  01/01/2022 - 10/19/2022. Once the required information has been obtained, please
  contact customer service at 800-752-8036 and she will be connected to the
  credit department for assistance. Kindest regards, CenterPoint Energy

• Initial Complaint

  Date:10/15/2022

  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.

  I have had the worst experience with Centerpoint. They added an additional protection plan from (Home Serve) that I nor my husband authorized. We purchased a brand new home in 2020 therefore we would not have needed gas line protection. For 2 years we have paid this additional fee monthly without our consent. I called and spoke to someone named Josephine who assured me that I would receive a refund for this and she also said that she could see it was something added on THEIR end without approval from us. The reason it took so long for me to realize it is because we never look at the details of the bill we just pay it. Once I finally looked at the bill that’s when I called them and told them. Now a month later they tell me they’re still investigating the claim because of how long it took for me to realize they were getting over on us. On top of this they tell me that it will take 2 billing cycles before the protection plan is removed meaning we will still pay it even though I called them and cancelled it once we found out, to add more insult they sent us something in the mail yesterday stating that our “coverage” that we never authorized will automatically renew on the 26th of October. Unfair shady business practices.

  Business Response

  Date: 10/21/2022

  Thank you for allowing us the opportunity to address your
  concerns. We apologize for any inconvenience that Mrs. ****** has experienced
  regarding *********. Upon further review of Mrs. ******** account, the
  protection plan has been removed and a full refund will be issued. Mrs. ******
  can contact customer service at 800-752-8036 if she has any questions. Kindest
  regards, CenterPoint Energy.

  Customer Answer

  Date: 10/31/2022

  [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.  
  
  
  
  
  
  Also, the company deleted my online account and now I’m unable to make the regular payments to keep my service. 
  
   
  

• Initial Complaint

  Date:10/12/2022

  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.

  On October 12, 2022 at 4:23, the electrician with ***** finished her evalution to see why our heater was NOT heating. We were shocked when the ***** electrican inform us to learned that our gas had been turned off and Centerpoint Energy and the gas box to our home was turned off. We had NEVER missed a payment nor have never been later, ever.
  
  In addition to filing a complaint with the Better Business Bureau, I will also be filing a complaint with the ****** ****** ********** ** *******

  Business Response

  Date: 10/14/2022

  Thank you for allowing us the opportunity to address your concerns. We apologize for any inconvenience that you have experienced regarding your gas service. Our records do not show that CenterPoint Energy has been at this location anytime in the recent past. The customer has been informed that a technician will visit the property to restore the gas. Kindest regards, CenterPoint Energy

  Customer Answer

  Date: 10/18/2022

  [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:10/04/2022

  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.

  cancelled my services due to moving. services were cancelled on 8/29 and my deposit was to be mailed. within a week they allowed the new tenant to set up a reconnection under ** ****** *** ** **** ******* without my knowledge. then proceeded to send my deposit check to the wrong address even tho the address was changed. spoke to someone on 9/21 and filed a claim to finally receive my money back. claim was made and will be two months before i see any of my money due to their incompetence.

  Business Response

  Date: 10/04/2022

  Thank you for allowing us the opportunity to address your
  concerns. Upon reviewing your account we show that a cancellation request was
  processed for your account effective 08/29/2022. Per the final bill, you have
  only been charged for services up to 08/29/2022, and no other accounts have
  been established using your personal information. Your deposit of $100.00 was
  applied to your past due balance of $31.17 for the billing period of 06/24/22 –
  07/28/2022 and your final bill of $28.18 for the billing period of 07/28/2022 –
  08/29/2022, leaving a credit balance of $44.66 that will be mailed to the address
  listed in your complaint.  If you have
  any questions regarding the account our customer service team at 800-752-8036
  will be happy to assist. Kindest regards, CenterPoint Energy

• Initial Complaint

  Date:10/03/2022

  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.

  Centerpoint disconnected my residential gas service on Friday, September 30th, 2022. We were told it would be disconnected due to a need for repairs in the neighborhood, and would be connected when completed.
  On Saturday, October 1st, I realized I still had no hot water. I investigated, and realized i had no gas to my hot water heaters. I called Centerpoint to report the issue.
  A technician arrived at my home at about 4:30 PM that day. He told me a lock had been placed on my meter, and that he would have to enter my home and ensure all was ok before he could remove the lock and turn the gas back on. Unfortunately, I was unable to stay at home long enough for him to do this, so we agreed he would ensure someone came back out the following day, Sunday.
  On Sunday morning I called to confirm we would be reconnected that day. I was told someone would be there before 5:00 PM. At 5:00 PM, I called again and was told they had until 8:00 PM. At 8:05 PM I called again, and was told that the technician who had been dispatched had been rerouted to an emergency, and another tech was being dispatched.
  At 9:00 PM I called again, and was told it might be as late as midnight. At 11:30 PM, I called once more, and was told if the technician didn't show up by midnight, it would be Monday.
  On Monday, October 3rd, I called once more to confirm it was scheduled. I was told a technician would be there sometime today. At around noon, my wife saw a Centerpoint truck outside the house, and went to talk to the driver. She was told he was not there to reconnect our service; he was merely looking around to see where the initial damage was done on Friday. He told her " I guess you'll have one more day of cold showers,", laughed, and drove away.
  At 2:15 PM on Monday, my wife called Centerpoint again to get a status, and was told there was no record of the call. Then she was told all drivers had been diverted to emergencies. We still have no service.

  Business Response

  Date: 10/05/2022

  Thank you for allowing us the opportunity to address your
  concerns. We apologize for any inconvenience that you have experienced
  regarding your reconnection due to service repairs in your area. CenterPoint
  Energy received a call for no gas at your property on 10/01/2022. A technician
  was dispatched to investigate. Per the technician's note, they were unable to
  reconnect your services because they were unable to complete the required
  safety checks. All emergency calls take priority until the area has been made
  safe, regretfully these types of calls will cause all other orders to be
  delayed. Our technicians make every effort to complete all orders as quickly as
  possible while being mindful of our customer's time. Our records do show that your
  services have been reconnected as of now. If you have any questions regarding your
  account, our customer service team at 800-752-8036 will be happy to assist.
  Kindest regards, CenterPoint Energy

• Initial Complaint

  Date:09/29/2022

  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 am not liable for this debt with center point energy and do not have a contract with this company. they do not provide me with the original application like i asked.

  Business Response

  Date: 09/30/2022

  Thank you for allowing us to address this issue. According to our records, there is an account with a collectible debt associated with the customer. For more information, please contact our Credit Dept. at 800-552-0818 regarding options for having the debt deleted.
  
  Respectfully,
  CenterPoint Energy
  

  Customer Answer

  Date: 10/01/2022

  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,
    Please delete this account, I do not own this debt. Please provide the original contract.
  
  
  
   
  

  Business Response

  Date: 10/13/2022

  Thank you for allowing us the opportunity to address your concerns. Upon further review, there is an account with a collectible debt of $80.42 from 2016 associated with the customer. For more detailed information, please contact our Credit Dept. at 800-552-0818 regarding options for having the debt deleted. Kindest regards, CenterPoint Energy

• Initial Complaint

  Date:09/26/2022

  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 been sending false readings to my electric provider with gas my light bill over $700 for two months of service. I live in a small 2 bedroom home with no extra electronics pulled in or on throughout the day. We had a technician come out to check our meter from centerpoint and the tech claimed everything is working fine. Centerpoint is claiming I’m using 2000kh per month with is a lie.

  Business Response

  Date: 09/27/2022

  Thank you for allowing us the opportunity to address your
  concerns. We apologize for any inconvenience that you have experienced
  regarding your electric service. CenterPoint Energy is the TDSP (Texas Delivery
  and Service Provider) for your provider which is Payless Power. This means that
  we only provide electricity. Electricity rates are set by the electrical
  providers and vary amongst those providers. We do show that a meter test was
  completed on 09/02/2022 and the technician indicated that the meter was performing
  properly. Several factors can contribute to a high bill such as the type of
  window installation in the home, types, and age of appliances, extreme weather,
  and the economy are just a few examples. An ideal way to keep track of your
  usage is with Smart Meter Texas. It's a very useful tool that allows you the
  opportunity to track your usage daily, monthly, or in fifteen-minute intervals.
  This also allows you to track your peak and low peak times as well. We value
  our customers and strive to provide quality customer service. 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:09/24/2022

  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.

  This company makes it IMPOSSIBLE to pay the bills, their website is flawed and rejects the account number and doesn’t remember you made a login. They turned off our gas when I’m a low income disabled person with a condition which requires proper temperature regulation, they got a payment tonight and have the audacity to demand another $42 to reconnect my service that they wrongfully disconnected ! I demand a credit for this as I am in a wheelchair / walker and did not receive the bill until I had a relative find it and see the pink on it. I have been trying multiple times to “log in” to pay and it rejects everything I enter! This is not my fault ! They never offer any low income or disabled peoples help, just demanding money and when they don’t get it the minute they snap their fingers they shut you off!

  Business Response

  Date: 09/26/2022

  Thank you for allowing us the opportunity to address your
  concerns. We apologize for any inconvenience that you have experienced
  regarding your payment via our online portal. Upon further review of your
  account, we do show there was a disconnection notice mailed 09/02/2022 for the
  past due amount of $35.37. The notice specified that payment was due on or before
  09/12/2022 to prevent disconnection. However, the gas was never disconnected
  because a sufficient payment of $69.69 was made on 09/23/2022. Also, we do
  offer a service for the elderly and disabled that allows for an additional
  three days to pay your bill and this has been added to your account going
  forward. Please be advised that this will be automatically included in the due
  date.  Furthermore, CenterPoint Energy
  does offer the option to make one-time payments as a guest and it will still be
  applied to your account. After researching your account your online profile was
  set up with an AOL email address. If you no longer have access to this email address
  or wish to have it removed please contact customer service at 800-752-8036. If
  you have any questions, please feel free to contact our customer service
  department. Kindest regards, CenterPoint Energy.

• Initial Complaint

  Date:09/22/2022

  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.

  Tuesday of September 20th, 2022; I called CenterPoint energy at 12:51 p.m. I called to ask how much was due to have service reconnected. The total was $469.51. After payment; I asked to have it scheduled to be reconnected that day. They said they could not schedule for the same day because I called after 12:30 p.m. I thought this procedure was odd; but went about the conversation with the nice representative. The representative asks me if I have pets; I say no. The representative asks if my meter is outside; I say yes. The representative follows to tell me that someone will be out there to reconnect service on September 21st, 2022. I ask, “Does someone need to be there?” The rep says no. On September 21st, 2022; I get home to no service at 4:45 p.m. I call CenterPoint again to ask about when they are coming. The rep said the person who came out to reconnect needed someone to be in the home, but that there was no one there at 10:30 a.m. I asked to be scheduled for September 22ed, 2022. Keeping in mind about the procedure I had learned about a couple of days prior. I ask what time they will be coming out; the rep said they can not see that information. I ask if there’s a specific number for that department of service; the rep says no. The representative offers to notate the account on my behalf asking for a 30-minute call in advance of arrival since they can not see the time; I said yes. It is now September 22ed, 2022 , and the time is 5:24 p.m. CenterPoint Gas, is a company that serves gas in the home in certain states to my understanding. What I don’t understand is why I still do not have service that I paid for in my home. I have not been able to take a hot shower in my own home since September 21, 2022. I do not understand why their procedures or not on their website. I do not understand why the company can not see appointment times for someone in the department to deliver the service they offer in the homes. I’m typing this in hopes that CenterPoint does better.

  Business Response

  Date: 09/26/2022

  We appreciate you bringing your concerns to our attention. In review of the account, it does appear that the original order to have your gas reconnected on 9/22/22 was created in our system but the agent failed to schedule the order by mistake. We apologize for this error; we will credit back the $93.00 deposit you paid back on your account as a courtesy.

  If you have any additional questions or concerns, please feel free to contact us at 1-800-227-1376.

• Initial Complaint

  Date:09/16/2022

  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 was having some financial hardship and had gotten behind in my gas bill. I called and told them that I would be able to pay them as soon as I got my check on 9/15/2022. They told me that it was okay, and that they wouldn't turn off the service. However, they did turn the service off, and after I paid them, they scheduled to turn it back on for 9/16/2022. Time passed throughout the day, and they still had not come to turn the gas back on. I called them to see how much longer it would be, and they told me that the service technician had come out but "couldn't gain entry." There was no knock on the door nor any attempt to enter or speak to me, and both my daughter and myself were home. Neither of us heard nor saw anyone. On the phone, they kept telling me that their policy was against making same day appointments, that someone did come out but no one was home, and that the soonest they could get me reconnected would be Monday 09/19/2022. They seem to have no policy in place for a service technician out right lying on the service report, because I deliberately did not leave the house and stayed in the front room so that I could answer as soon as some one came. I understand and respect that all businesses have policies for the sake of maintaining order, but I do not think it is just for a service technician to be allowed to lie and make no effort to properly perform their task with no sense of accountability for this failing.

  Business Response

  Date: 09/19/2022

  After review of the complaint and the account, our technician traveled to the home on 09/16/2022 at 9:52 AM.  The technician also noted that there were 2 cars in the driveway.  While we understand the frustration of missing an appointment, CNP is not at fault for a missed appointment.  Due to emergency situations, all of our technicians were pulled away on 09/16/2022. Hence the reason for no further same day reconnections.  

   

  Review of our records indicate that the customer did not pay a same day (overtime) reconnection fee and that the reconnection order was/is rescheduled for 09/19/2022.  The service order (as of 7:40AM) is currently dispatched to a technician with a call-ahead to 832-496-1235.  We highly suggest that the customer make every effort to be at home and answer the door knock along with the call-ahead phone call.  Since the customer did not pay any additional funds regarding the reconnection other than the required fees approved by the Railroad Commission of Texas, a refund of any kind is not applicable. 

  Respectfully, 

  CenterPoint Energy