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Business Profile

Natural Gas Companies

CenterPoint Energy, LLC

This business is NOT BBB Accredited.

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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:01/31/2025

      Type:Billing Issues
      Status:
      Answered
      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 mother has Alzheimer’s. We recently discovered this and we were getting all her affairs in order. It seems that she forgot to pay her centerpointbill obviously, her gas got disconnected Friday, January 31, 2025. I called to bring her account up-to-date as her account is now up-to-date, they toldme that they would send a technician out today. Same day to reconnect her gas. I gave my phone number so they can contact me whenever they were near. I received a call at 4:25 PM that a technicianwas on its way. I needed to press one to confirm. I was home. I pressed one and I waited around 6:30. No one still had cameso I decided to give them a call when I was instructed by a customer service rep that they had to be rerouted, but they were gonna on their way and they would be by at my mother‘s house by 10 PM. Let’s rewind a little bit. The payment was made in the morning around 9:30 so now it’s been about 1212 hours and still no gas 10 PM p.m. came around and no one came to reconnect the gas. I didn’t even receive a call letting me know that no one was no longer going to come. I decided to call but obviously Customer Service reps are already gone. There’s nobody answering the phone just a machine

      Business Response

      Date: 02/07/2025

      We appreciate your patience as we address your concern. We recognize that being without gas can be quite frustrating. Unfortunately, the technician assigned to your order was diverted to an emergency situation, and due to limited resources and short notice, he was unable to reach out to you. We are pleased to hear that your services have been restored, and we sincerely apologize for any inconvenience this may have caused.

      Kind regards, 

      CenterPoint Energy

    • Initial Complaint

      Date:01/31/2025

      Type:Product Issues
      Status:
      Answered
      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 paid a deposit, the company charged me twice. They took the money immediately but are telling me I have to wait weeks to get something back they stole. I only submitted payment once and yet I was charged twice. I shouldn’t be penalized for a mistake I did not make.

      Business Response

      Date: 02/03/2025

      Upon reviewing your account, we have identified a single charge related to the deposit. However, we have also noted that two payments were received from you. Please be advised that the company is not authorized to withdraw payments from your account. To further investigate your claim of theft, we kindly request that you provide valid documentation to support your assertion. We will proceed with submitting a request for your refund once we receive the necessary information.

      Regards, 

      CenterPoint Energy

    • Initial Complaint

      Date:01/31/2025

      Type:Billing Issues
      Status:
      Answered
      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 January 29th, Center Pointe Energy had a third party contractor discontinue the gas service at my home. Despite the obvious danger of interrupting the heat at a residence, during the winter months, the company has no desire to immediately solve this problem! The $84 payment was debited from my bank account irregardless if the fact that I have no service. I would like this issue resolved and payment refunded!

      Business Response

      Date: 02/25/2025

      Thank you for bringing this issue to our attention. We sincerely apologize for any inconvenience you may have experienced. After reviewing your account, we found that there was no prior request for new gas services until January 29, 2025. Additionally, the service line was inactive at the time of your inquiry. We have since reactivated the line, and services are now active under your name. We value our customers and regret any disruption this may have caused. Best regards, CenterPoint Energy.

    • Initial Complaint

      Date:01/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 1/20/25, the lights went out in my apartment, due to a small fire in breaker box. The issue has been fixed but my meter was taken. Today is 1/30 and still no lights to apartment. The management office is giving me the run around. Meanwhile I’ve lost all my food. The complex has allowed us to stay in a temporary apartment. I need answers to why my lights are not on. I owe 0 balance so it’s not a billing issue. I need someone to speak with me from CenterPoint and not management office.

      Business Response

      Date: 01/31/2025

      We appreciate your patience as we address your concern. Following the fire at the property, the apartment complex must complete the required repairs and obtain the necessary permits from the city before CenterPoint Energy can proceed with the installation of the meter. We have confirmed receipt of the permit today, 1/31/2025, and an order has been dispatched to the field to restore the services. We sincerely apologize for any inconvenience this situation may have caused you.

      Best regards,

      CenterPoint Energy

    • Initial Complaint

      Date:01/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 are a large generator company in the Houston Area and are continually having problems with ATS approvals by Centerpoint. We do all the required paperwork to get ATS approval and have it in writing from Centerpoint and then they send a Service Tech out to customers houses and tell them we do not have ATS approval and then wants to take the Electrical Meter. This is just ridiculous and this keeps happening time and time again.

      Business Response

      Date: 01/29/2025

      We appreciate you bringing this matter to our attention. At CenterPoint Energy, we are committed to delivering high-quality service in line with responsible operating practices, and we value the chance to resolve your concerns. This issue has been forwarded to the leadership of Electric Operations for their review. We sincerely apologize for any inconvenience this may have caused.


      Regards, 

      CenterPoint Energy

    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Answered
      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.
      1/17/2025 I paid $218 to have my gas services reconnected, due to them being turned off.
      I reached out to the company and I was under the impression that services would be restored the following day. After two days of waiting no one showed, I reached out to the company again on 1/19 to see when someone will come out, especially since a serve winter storm was due to hit Tuesday 1/21.
      I was told by multiple representatives of the company that an internal email was sent out to not schedule any reconnections until after the storm, so you’re intentionally leaving customers and their families without heat in 19 degree weather. I expressed how that is completely inhumane, especially since I have young children and they could not care less.
      Today 1/21 I reached out again, I was told if I wanted my services restored today I will have to pay them an extra $50 to get services restored. I paid it but how is this legal? Either pay more money or let my children freeze.

      Business Response

      Date: 01/23/2025

      Thank you for allowing us the
      opportunity to address your concern. Upon review of the account, we show that
      services were disconnected on 01/16/2025 and payments of $134.57 and $82.92 was received
      on 01/17/2025. Since technicians must perform safety checks while connecting service
      the appointment must be scheduled by contacting customer service because
      someone must be home. Same day appointments are offered on a first come first
      serve basis or until appointments are no longer being accepted due to the workload.
      We show the next available appointment was on 01/21/2025, because 01/20/2025
      was a holiday. We apologize for the inconvenience you have experienced and have
      reversed the same day fee of $49.45. Kind Regards, CenterPoint Energy.

    • Initial Complaint

      Date:01/20/2025

      Type:Product Issues
      Status:
      Answered
      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 been in contact with Centerpoint Energy. Centerpoint owes us $507.14 for an overpayment on a closed account 02-600587781-******* 3. This account was for our parents house which I have moved into after our dad passed away.

      All documents were submitted to get the payment refund to my sister, ***** ******** **** ***** ***** *** ****** ** *****.

      Claim case#********.

      After several months of calling and sending more documentation, we finally received a call back after filing an ethics complaint with Centerpoint.

      Phone # 812-464-****. MARIA

      Talk to Maria supervisor on 12/06/2024 at 233pm EST. Inform me that Misty is handling account and did receive affidavit. A check will be released to your address. She was not sure when the next check cut date was going to be. They release check once a week.

      We have not received the check or any further communication.

      Please help us to get this overpayment. We are tired of getting the run around. Every time we call, we spend hours waiting and never get anywhere as we are unable to get connected to a manager or supervisor or even the person in charge of this claim.

      Business Response

      Date: 01/23/2025

      Thank you for reaching out to CenterPoint Energy. All refund transactions are managed by our corporate office located in Houston, Texas, which can cause a delay. We are pleased to inform you that your refund was successfully processed and mailed on January 13, 2025, to the mailing address provided for Robin. Kindly allow up to 15 business days for delivery. We apologize for any inconvenience this may have caused and appreciate the opportunity to address your concerns.

      Kind Regards, 

      CenterPoint Energy 

    • Initial Complaint

      Date:01/18/2025

      Type:Billing Issues
      Status:
      Answered
      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 November 11 of 2024, I made a payment to Centerpoint energy over the phone in an effort to restart a gas service at my residence. I have proof from my bank as well as a record of the phone call. However, representatives from Centerpoint energy have claimed that making payments over the phone with assistance from a representative is against company policy. This payment was not made via an automated phone system, but was made my giving my payment information to a representative of Centerpoint energy. This payment was allegedly made on behalf of a different account. Centerpoint energy does not have any recollection or proof of this payment. They have accounted this money against me and I have now received bills that takes this money into account rather than it being paid off. Representatives of the company that I have been able to reach over the phone have refused to file a complaint on my behalf, as well as give me information so that I might contact upper management. The image proof that I have provided includes a transaction number from my bank of the payment and a record of 4 phone calls between centerpoint customer service and myself. It was during one of these phone calls that a payment was made of $119.42.

      Business Response

      Date: 01/22/2025

      Thank you for reaching out to CenterPoint Energy. For security reasons, our policy prohibits agents or representatives from accepting payments directly from customers. Unfortunately, we do not have a mechanism for inputting payment information, it is all done via our Automated Payment System or via the online portal. We kindly ask that you attach proof of payment to this complaint thread and include the details of the date and time of your phone call, which will assist us in conducting the necessary research. We appreciate the opportunity to address your concerns.

      Kind Regards, 

      CenterPoint Energy 

    • Initial Complaint

      Date:01/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 told that my reconnection fee, returned check fee and deposit request would be credited back on my account and they would restore my gas since I had made on time payments for over a year. I explained to them my mother had passed away and I had been out of town for over a month taking care of her before she passed and it was just a mishap on my behalf for the payment. They assured me all would be removed from my account. Fast forward to November the only fee that was removed on my account was the returned check fee. They insisted that I make the payment of 179 or my gas would be disconnected again. I called them company and spoke to several different agents including the manager John and he said that there was no proof that I was to receive credits for any of those charges so I asked to let me hear the phone recording of that day and he said he was not able to let me hear it but he listened and he did not hear that being said. After going back and forth for awhile I agreed to settle for making a payment arrangement so my services would not be disconnected and that arrangement was made on 1/14/2025 and my first payment arrangement was scheduled for 1/20/2025 in the amount of $30. Today, 1/15/2025 I woke up to my gas being disconnected and when called them to ask what the problem was now they said it was a mishap on their end and would send someone out tomorrow 1/16/2025 to restore my services. These past few months have been a nightmare with all the fees, disconnection and bad business ethics.

      Business Response

      Date: 01/27/2025

      Thank you for reaching out to CenterPoint Energy. We have completed our investigation. Please be aware that whenever a customer faces the possibility of disconnection, a notice is sent to the registered mailing address. This notice details the fees related to the disconnection. Additionally, we made an outbound call prior to the disconnection to inform you that services were at risk of interruption. The fees associated with the disconnection are valid and will not be waived. Regarding the disconnection on January 14, 2025, our investigation revealed that the agent did not establish the payment plan as discussed, leading to your service interruption. Consequently, the fees related to that specific disconnection have been reversed and the update is reflected on your account. However, please note that your account is currently at risk of interruption due to a past due balance of $121.56. We encourage you to contact us promptly to bring your account up to date. We apologize for any inconvenience this may have caused.

      Kind Regards, 

      CenterPoint Energy


    • Initial Complaint

      Date:01/10/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      A Centerpoint tech came by on 12/30/24 to replace my natural gas meter. He took off the old one then said he couldn't put the new one on because I had a copper pipe running the gas and it was against code. I had to pay a plumber to call the city to confirm that copper is NOT against code, pull a permit and test the gas line. After getting a green sticker from a city inspector I was able to request reconnection. Centerpoint cost me over $600 and 10 days with no heat and hot water due to their incompetance. I think Centerpoint should reimburse me the $626 I paid to the plumber.

      Business Response

      Date: 01/27/2025

      Thank you for reaching out to CenterPoint Energy. We have forwarded your complaint to our Claims Department. An adjuster should have contacted you to address your concerns. We sincerely apologize for any inconvenience this situation may have caused and appreciate your patience as we conduct our investigation.

      Kind Regards, 

      CenterPoint Energy 

      Customer Answer

      Date: 01/31/2025

      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.  







       

    CenterPoint Energy, LLC is NOT a BBB Accredited Business.

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