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

  15934 Cypress North Houston Rd Cypress, TX 77429-2104

• 

  CenterPoint Energy, LLC

  PO Box 4583 Houston, TX 77210-4583

• 

  Centerpoint Energy

  26 Mason St Laurel, MS 39440-4438

• 

  CenterPoint Energy

  300 Executive Blvd Byram, MS 39272-5529

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:10/16/2024

  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.

  Case # ******** Due to a partial home outage an external box was attached to ***************** in September 2023. Company failed to remove the external box until the homeowner notified company in May 2024 that it was still attached and running. This resulted in the the homeowner's KWH energy usage to be doubled. Homeowner is entitled to a refund due to the company's negligence to track and log inventory meant to be only temporary solutions.

  Business Response

  Date: 10/24/2024

  Thank you for contacting CenterPoint Energy. The box that was installed recreates the leg that went bad before the customers meter. The device that was installed has no bearing on a customers usage as it is before the meter. CNP is not able to force usage through a meter at any given time. The current that flows through the meter is solely based off of the demand inside the home. The time frame for when the device was used was through a cold winter so the colder weather would have impacted the usage.
  
  The repair to the line was made on 5/16/24 and the box was removed. 

  Best regards,

  CenterPoint Energy

• Initial Complaint

  Date:10/15/2024

  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.

  I have requested new service on 8/23/2024 and still waiting. This is for a new line that I need to continue with kitchen remodel. I have called for status on 9/10/24, 9/23/24, 10/8/24 and 10/15/24. On every call, I have been told that it was escalated and someone should get back to me w/in 48 hours. I have not received one status nor even an acknowledgement of my concern. This is new service for my primary residence where I care for my Senior Father and this is now affecting my family. I was originally told that it would be 14 days turn time and we are at 53 days.

  Business Response

  Date: 10/29/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced obtaining new gas service. This matter has been escalated to our field operations who will reach out to you directly to discuss the installation process in detail. Kind Regards, CenterPoint Energy.

• Initial Complaint

  Date:10/15/2024

  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.

  We called on September 23 to request a gas line be moved for a home addition. Centerpoint said someone would contact us within 2 weeks to assess the request then we could schedule the move-would take ***** days for the gas line to be moved We contacted CP on October 4 - no one had contacted ******* was over 2 weeks from our request to have the gas line moved. We were told someone had tried to contact us but no answer & that person needed an email address for further contact. We have cell ******** there were no missed calls on the date CP said they called us plus we have voicemail so they must have called a wrong number. The CP customer service *** could clearly see our email address on the original request to move the gas line so why did that employee say they needed this info? The customer service *** supposedly expedited this request to a supervisor We called again on October 11th since no one from ** has called *******s been almost 3 weeks. We were told someone would call us by Monday October 14 -they have not called us. We were also told that our request from September 23rd would be handled in a timely *********** not moved to the bottom of the queue because of Centerpoints lack of effort to contact us We finally received an invoice on October 11th to have the gas line moved & we paid it immediately- hopefully this invoice is right since no one has bothered to assess what needs to be moved or talked to us about moving the gas line for the addition. Also the automated email we received says someone will contact us in 7-10 business days - I dont trust Centerpoint & doubt this will happen.We need to get this gas line moved - its been 22 ********* no where. Our contractor is on standby waiting to start this **************&T came out immediately to take care of their line. Why cant Centerpoint take care of their line in a timely manner? Do they not have the resources to manage an area of this size or do they not care about *****************

  Business Response

  Date: 10/22/2024

  Thank you for bringing this to our attention. This complaint has been referred to the appropriate department for assistance. A site survey has been scheduled and the order will be assigned to the appropriate area. We apologize for any delays this has caused. 
  
  Regards, 
  
  CenterPoint Energy

• Initial Complaint

  Date:10/12/2024

  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 was told that my account number had changed, so I submitted my new payment with the new account number and they still have not updated any of my payments and have tried to charge me late fees multiple times and when I spoke to someone over the phone she said that there has been a delay with cashing of paper checks. Even though I sent these checks 3 weeks before they were due and they still keep charging me late fees because of their delinquency. If this impacts my credit score I will be livid. I have spoken to multiple people in my area who are also having difficulty with their billing practices. I have written statements I can share as well.

  Business Response

  Date: 10/14/2024

  Thank you for contacting CenterPoint Energy. The original documentation that was provided as proof of payment was not enough in order for us to be able to research the payment. A document that shows the full CNP account number that the payment was submitted to will be needed in order for our ********************* to research. The documentation can be either faxed to ************** or emailed to ************************************************* the bank sent CNP a check instead of e payment, a copy of the front/back of the cashed check would be needed.
  
  Best regards,
  CenterPoint Energy

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  

  Please keep this case open. It has not been resolved yet. 
  I have reviewed the response made by the business in reference to complaint ID ********, please see the attachment for the additional proof requested. I also sent this to the email address requested by CenterPoint. I was initially impression that my bank sent the payments via paper checks. As you can see the proof shows that payments were made electronically. The account number provided it the number that is shown on my bill. 
  

  Regards,
  ******* **********
  
   

  
  

  Business Response

  Date: 10/22/2024

  Thank you for reaching out to CenterPoint Energy. The 3 payments were located and have been transferred to your account. In the future when making a payment, please use the full account number to ensure any future payments are not made to another account. Your full account number is: **********.

  Best regards,

  CenterPoint Energy

• Initial Complaint

  Date:10/11/2024

  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.

  I am waiting for approval to use my solar panel at the installation. The approval for installation was within 24 hours, but the approval to use has been three weeks now. Try to call the company, but stating its better email since they are backed up on their approval process but email twice and no one answer email. There is no update of any timeframe when the processes delay. Approval for installation took 24 hours and approval for usage have no timeframe and now almost a month out and unable to use the installation. Unacceptable.

  Business Response

  Date: 11/05/2024

  Thank you for bringing this to our attention. Our research found that the solar panel installation usage was approved on 10/16/2024. Due to recent weather events, we have received a large number of requests. CenterPoint Energy values providing our customers with quality electric service commensurate with prudent operating practices, and we appreciate the opportunity to address your concern.

  Regards,
  
  CenterPoint Energy

• Initial Complaint

  Date:10/09/2024

  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 had CenterPoint for service at a home I owned (**************************************). I sold the home and received a final bill showing CenterPoint owed me $55.93. I never received the check, despite assurances I would. I have called and they now show I somehow owe them $1.37. I have spoken to them 4 times, with a different story each time. The latest response was that the final bill was "wrong" (I never received a subsequent bill) and that the account is closed out and I don't owe them and they don't owe me anything. Where did my $55.93 go? I suspect they gave it to the new owner.

  Business Response

  Date: 10/18/2024

  Thank you for reaching out to CenterPoint Energy. Due to a previous deposit not applying correctly in our system, your account incorrectly showed you no longer had a credit. However, this has been corrected and a credit check will be sent for $54.56. We show that a refund was sent already for the difference of $1.37 (this was the deposit interest); this check was cashed on 9/25/24. 

  We apologize for any inconvenience this may have caused. if you have any additional questions, please feel free to contact **************** at **************.

  Best regards,

  CenterPoint Energy

  Customer Answer

  Date: 10/23/2024

  [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. Please not that the business' response said a check for $1.37 was issued and cashed on 9/25/24. This check was not cashed by me or anyone I know. I assume they may have sent it to the new homeowner. I have checked both my business account and personal account. That said, assuming they get it right with this next check for the larger amount, I am happy. I will file a new or reopen this complaint if I do not receive the check.
  
  
  
   
  

• Initial Complaint

  Date:10/09/2024

  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.

  They keep sending my bill to ********* so I am unaware of my bill. They want me to pay all these extra fees for reconnection and same day due to their error! How can I know of a bill due if I never receive a bill? They have a non disconnect medical certificate on file and still disconnected service!

  Business Response

  Date: 10/21/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. Upon review of the account, we show that the incorrect billing address has been corrected to reflect the service address. We have also waived the $40 reconnection and $20 collection fee as well. Kindest Regards, CenterPoint Energy.

• Initial Complaint

  Date:10/07/2024

  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.

  I first contacted centerpoint energy in early September for a meter upgrade after I had a home generator installed. When I called to schedule this appointment their first available appointment was 10/11. When I requested an earlier upgrade they were unable to provide an earlier date and told me the scheduling department did not have a phone number but suggested I send an email. I sent 3 emails with no response. Then a representative called and requested I pay for my upgrade via a secure link that they emailed. When I paid this, apparently this automatically cancelled my 10/11 appointment and a new appointment was made for upgrade on 11/28. When I called them to reconcile this issue, they again stated their scheduling department required an email and had no direct line for telephone contact.This company has a complete monopoly and their customer service is appalling. After paying for the upgrade they cancelled and rescheduled my appointment. This will make nearly TWO months of waiting with no assistance from their call center.

  Business Response

  Date: 10/10/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. Upon review of the account, we show the meter upgrade was completed on 10/10/2024. We value our customers and will continue to work on more effective ways to complete meter upgrades. Kind Regards, CenterPoint Energy.

  Customer Answer

  Date: 10/14/2024

  [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:10/03/2024

  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.

  I would like to file a complaint against CenterPoint energy. On September 13th, I called CeneterPoint Energy and told them I needed a new meter and a meter relocation. I set up and PAID $350.00 for the service. They told me they would be out on September 30th to do the work. September 30th came and they never showed up or called. I called them and they told me they got busy and would be out the next day, October 1st so I stayed home from work again. Once again, they never showed up or called. I called them on October 2nd and they told me they got busy again and would be out the next day Oct. 3rd. They did the same thing again. It is now Oct 4th and they still haven't showed up or called. This blatant disregard for customers' time and money is inexcusable. Please see if you can help me with this. Thank you!

  Business Response

  Date: 10/07/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. Upon review of the account, we do show that a service order has been scheduled and a representative contacted you regarding your appointment. Kind Regards,CenterPoint Energy.

  Customer Answer

  Date: 10/07/2024

  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 had one of their representatives call me on Thursday, October 3rd to let me know someone should be coming out to our house on Friday October 4th or Monday October 7th. to install our new meter we had paid for. No technician has called and today is Monday October 7th. The complaint is NOT resolved. Thank you.
  
  
   

  
  

  Business Response

  Date: 10/16/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. Upon further review we show that a gas service representative has been in contact with you regarding your service order request. We show that the order has been scheduled for 10/21/2024. Kind Regards, CenterPoint Energy.

  Customer Answer

  Date: 10/22/2024

  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.  
  
  Your technician came out and replaced/ upgraded the meter at 8pm. after he left, we thought we smelled natural gas but weren't sure. we went to bed and when we woke up, we knew we were smelling natural gas. I went outside and the gas smell was very strong. When your guys came back out, they determined there were several leaks where the new meter was installed but now they said there was an underground leak and that we would need to call a plumber to fix all of the leaks your tech caused! We had zero leaks when your tech originally came out but somehow now I am responsible for paying a plumber to fix the leaks. Your techs removed the new meter and said they couldn't reinstall it until we had a plumber fix your mistakes.
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/29/2024

  Thank you for allowing us the opportunity to address your concerns. Upon review of the account, we show that the meter upgrade was completed on 10/23/2024. Kindest Regards, CenterPoint Energy.

  Customer Answer

  Date: 11/05/2024

  [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:10/01/2024

  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 filing this complaint against CenterPoint Energy due to an erroneous charge-off of $244 that was incorrectly reported to my credit report. Despite multiple attempts to resolve the issue since May 2024, and after contacting their billing and credit departments, the charge-off remains unresolved. This error has caused my credit score to drop by approximately 100 points, severely impacting my ability to close on a new home within the next two weeks.I had canceled my service in September 2023, prior to vacating the property, and have provided documentation to support this. CenterPoint initially closed the case without resolution and later opened a new case (#********), but the issue persists. I have been instructed to submit documents multiple times, and despite my diligence in doing so, the matter remains unresolved.This incorrect charge-off is unjustly affecting my financial standing, and I am seeking immediate correction and deletion of this charge from my credit report. If this issue is not promptly resolved, I may be forced to take further legal action.

  Business Response

  Date: 10/16/2024

  Thank you for bringing this to our attention. All charges have been reversed from the account. Our ***************** will issue a request to have the charges removed from your credit report. We will send a copy to the email address on file for your records. We apologize for any inconvenience this issue has caused. 
  
  Kind regards, 
  
  CenterPoint Energy