Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  At the beginning of the year, we received notice that our gas would be shut off on 01/31 due to non-payment. We were surprised because we have been making our payments each month. When I went into their payment portal to check, they had not been recording our payments. We had proof of payment from Chase, so we know they received the funds. After some back and forth, I was given an email to send our proof of payments to. They did eventually credit those payments, but never responded to our email. I emailed them again on 01/30 to thank them for applying the payments. I also included January's proof of payment and requested the late fees be removed because our payments were sent to them on time. Today, I logged into their portal, and it shows we are past due again because they haven't applied the payment. I have emailed them again with the proof of payment, but I am also filing this complaint because it is ridiculous that they continue to receive our payments and do not apply them to our bill and charge us extra fees. I have considered paying directly through their payment portal next month to see if that changes anything, but that also worries me because I won't have the same "paper trail" to send to them if they do not apply the payment again.

  

  Business response

  02/04/2025

  Thank you for bringing this to our attention. We have removed the most recent late fees from your account. When making payments to your CenterPoint Energy account, please make sure that you are submitting payments to your most recently assigned CenterPoint Energy account number. Feel free to use our payment methods to make your payments. When payments are submitted through our system, we are able to track them easily as the system will provide a confirmation number from our system. We apologize for any inconvenience this may have caused. An extension has been placed on your account to allow time for your most recent payment to post. 
  
  Regards,
  
  CenterPoint Energy

  Customer response

  02/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: I use the bill payment system where your company sends my bill directly to ***** and they pay the account you listed. If there is a problem matching up payments to the correct accounts then it’s on your end. You should be refunding all the late fees because I have sent you proof that they were all sent and received by you on time. 
  
  Sincerely,
  
  ******** ********

  

  Business response

  02/05/2025

  We appreciate the opportunity to address your concerns. As noted in your complaint, ***** processed the payments to the company. However, for all payments, the account number provided was incomplete and did not include the full CenterPoint Energy account number. If the account number is incorrect, payments cannot be applied to the correct account. It is essential that account numbers are entered in their entirety, including the digit following the dash. Since this was not done, it does not constitute an error on CenterPoint Energy's part. The most recent charges were waived as a courtesy, while the remaining charges will stay in place for accountability purposes.

  Regards, 
  
  CenterPoint Energy 

  Customer response

  02/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am not satisfied, but I no longer wish to argue with them. The bill that they send to ***** comes directly from their company with the account number on it. ***** then pays them by the account number they sent. I’m not understanding how in any way that is my fault. But they have refunded the late fees, so I no longer wish to argue about it.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have reached out to CenterPoint for more than five times but never heard back about my bill dispute, so I must lodge my complaint here - After consulting with my attorney, I am writing to dispute the gas usage reflected on my bill for the period 12/13/2024 to 1/3/2025. During these 21 days, 348 CCF was recorded, which amounts to an unreasonable 16.57 CCF per day. After receiving the bill, I began monitoring the meter daily starting 1/10/2025 and found our usage ranged between 4.5 to 8 CCF per day, which is significantly less than what was billed. For your record, the temperature during the earlier billing period was much higher, suggesting lower reasonable usage, yet the billed amount remains disproportionate. This issue arises from an incorrect initial meter reading when the service began, as the bill appears to assume an initial reading of zero, which was inaccurate. I am requesting a recalculation of the bill to reflect actual usage, supported by my recorded meter data and historical patterns. I also request a formal inspection or calibration of the meter to confirm its accuracy and ensure proper functionality. Finally, under applicable utility tariffs, I ask that you correct charges resulting from this erroneous meter reading. ******** ************ * *. Please contact me by email, not by phone, because this may result in litigation should no acceptable resolution is reached within a reasonable time.

  

  Business response

  02/18/2025

  CenterPoint Energy’s Customer Billing group has reviewed this issue and made adjustments to the customer’s bill for the most recent billing cycle. Please note that this is a new meter installation with only one billing cycle (12/13/24 – 1/3/25) so there is no historical usage to compare for this property. However, to address the customer’s concerns, gas usage has been rebilled based on another similar new property in this area.
  
  As a result, after rebilling the account, the customer’s adjusted bill is $258.47 (previously $319.61). Since the bill had already been paid, the account has a credit balance of -$61.14.
  
  CenterPoint Energy can conduct a meter test/replacement if needed. However, since the meter is brand new, it is highly unlikely that the meter reading on 1/3/25 was incorrect. The second bill will be issued on 2/7/25 and will be based on actual readings at the property.

  Regards,

  CenterPoint Energy

  Customer response

  02/18/2025

  The statement was credited. But I will still keep observing the meter readings.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called on November 21st to establish services at my new residence. I paid the money they required and the woman I spoke with said I would be on the schedule for gas to be turned on 11/22. I expressed to her that the worker would need to go to the office first to be let into the unit and she said this would be no issue and would be added to the work order. Nobody showed up 11/22. On 11/25 I received a notice that someone would come on 11/26. On 11/26 a notice was left on my door stating they could not get in the unit because I was not home. I called and spoke with a representative and explained again that the office would have to let her tech inside. She told me they cant do that so I asked to speak with a supervisor. This supervisor assured me this was a misunderstanding and that they would send someone out the next day and that the work order would state that the tech must go to the office. 11/26 I received another notice that they couldn't get let in because I wasn't home. I called and spoke with a third representative who said that someone would come out that night. She placed me on hold then came back saying nobody was available to come until 12/2. I asked to speak with her supervisor, and she told me nobody was available to speak with me and I said I would wait for someone. She put me on hold and said there is nothing she can do and that a supervisor would call me back within 24 hours. I have not received a call back and I have been in this home without heat for 9 days now with small children. By Monday it will be 11 days without heat.

  

  Business response

  12/03/2024

  Thank you for reaching out to CenterPoint Energy. We sincerely apologize for the inconvenience you experienced and will ensure any training opportunities are addressed with the agents you spoke with. Technicians do not go to another location to obtain access when turning gas service on; customers have to provide access at the specific address/location the service is being turned on. We apologize for any misinformation you were provided. We do show that the gas service was successfully turned on 12/2/24.

  Best regards,

  CenterPoint Energy

• Initial Complaint

  11/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  At the end of September, Ohio had a cold spell where temperatures hit a low of the high 30's. Our house at *** **** ***** ***** had the gas turned back on in December of 2023. Bill was current as of September 2024. Ohio was preparing for another cool down and we went turn on the furnace (the house only uses gas to operate the furnace), the furnace went through its entire cycle and when it was supposed to receive gas to fire...it stopped. We had a licensed HVAC tech come and look at the furnace. He opened the bottom valve for the gas and said there was nothing coming in. The following Monday, I called Centerpointe and made an appointment for someone to come out and check the lines. I had to work that day so my husband met the tech from Centerpointe. According to Centerpointe, sometime around April or May of 2024, their (Centerpointe) contractor had come through to move the gas meters and deemed the line at *** **** **** vacant. We were not notified that anyone would be around or any of this was taking place. On October 24, 2024, Centerpointe had an emergency gas line installed at the residence. I had been paying for service on a vacated line this entire time. I have opened (3) complaint cases with Centerpointe, only to have no one call me back, no credit provided, no resolution met. Now they are threatening to shut off the gas due to nonpayment. I refuse to pay due to them owing me money. I'm happy to pay for the services, but they aren't willing to do their part.

  Customer response

  11/21/2024

  *** from Centerpointe Energy, FINALLY, on the evening of 11/20/2024 after this complaint was filed. The matter has been resolved. The case can be closed.

   

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I receive weekly marketing emails from CenterPoint, however I did not receive any message when my payment was late. My gas service was disconnected without email, text, or phone call. I paid on Wednesday and made an appointment for reconnecting service on Thursday between 8 and 12 pm. It was moved by somebody to 8am-4 pm slot (because I requested a 30-min ahead of time call, or that’s what ****** in customer service told me). ****** rescheduled the appt to 8-12 pm on Friday, November 15th but he said that they could come at 6 am, I waited. Nobody came. I called and confirmed service with ****** @ 2-4pm. Nobody came. I called again, and ***** * (supervisor *****) gave me service the order number ... and said that they will still come today. I called back after 4 pm and was told by another person that they will come closer to midnight. This person said that they had many emergencies but I waited from 6am till midnight for them to come. Frankly, I had time to read reviews, and this story is not an exception, and it looks systemic. I’ll keep re-scheduling, but I am not hopeful. Is there anything can be done?

  

  Business response

  11/25/2024

  Thank you for reaching out to CenterPoint Energy. Our monthly billing statements are the notification for customers regarding any possible disconnection. The October billing statement printed as a disconnection notice with a disconnection date of 10/30/24 if the past due balance was not paid. The service was disconnected on 11/13/24. We apologize for the issue with the order on 11/14/24. We show we attempted to reconnect on: 11/15/24 but did not receive an answer when the technician knocked; 11/18, 11/19 and 11/20 with a 30-minute call ahead but there was no answer when the calls were attempted. The gas service was successfully reconnected on 11/21/24. 

  We show that the account is now enrolled in our Auto Pay payment option. We do also offer paperless billing if that is more convenient for you.

  If you have any additional questions or concerns, please feel free to contact ***************

  Best regards,

  CenterPoint Energy

• Initial Complaint

  11/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a bill for 3000 dollars n they said they haven't got a payment since July 2024, if that was true why didn't they shut it off. After I talked to them 10 minutes later I was shut off. i make my payment, They said they got a new system well somewhere I got lost in there .my apartment is less than 800sq ft ,it's impossible to have a bill that high n nobody will call me back

  

  Business response

  11/15/2024

  Thank you for reaching out to CenterPoint Energy. In review of the account, the last payment received on your account was received on 7/12/23. Since then, multiple bills have generated as disconnection notices. The electric was disconnected for non-payment on 11/13/24. To reconnect the service, the account balance, a deposit and a reconnection fee would be required. You can contact local agencies in your area to see if you qualify for assistance.

  You can contact Customer Service at ************** to obtain a quote to have the service reconnected.

  Best regards,

  CenterPoint Energy

  Customer response

  11/18/2024

  Why would they let a bill go for a year n a half with out payment n when I ask about it I was told that sometimes it slips through the system,So the payment I made for a year slipped through the system.And they would never let anyone go a year with no payment.And nobody has returned my call 

  Customer response

  11/19/2024

  I was told when I called about my payment, why they didn't shut it off before a year n 3 months went by if they were not getting my payment.And she said it was a glitch n it happens sometimes,So all the payment I made must have been a glitch cause it all happened when they switched system,I made my payments.and now a year n 3 months later it's off.My kid is cold n no Christmas cause of there glitch 

  

  Business response

  11/20/2024

  Thank you for reaching out to CenterPoint Energy. While the service was not shut off sooner, we did send multiple disconnection notices that provided the accruing charges every month; payment arrangements could have been established before the disconnection to help bring the account balance down and keep the account safe from disconnection. We do show a supervisor attempted to contact you on 11/18/24 and left a voicemail. If you have made any payments that are not reflected on your account, you can send proof of payment to ********************centerpointenergy.com. When sending in proof of payment, all documentation should be sent as attachments when emailing. If paid by check, please provide both the front and back of the cashed check. If proof of payment is sent via email without the information as an attachment, Remittance cannot view the information. If sending proof, please include the following: Customer name, Account number, Contact phone number, State the reason for the inquiry. Any verbiage included in the body of the email will not be visible. The only information that will be visible is the actual document that is being sent.

  If you have any additional questions, please feel free to contact Customer Service at 1-800-*********

  Best regards,

  CenterPoint Energy

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gas company is Centerpoint energy and 10 days ago they replaced the gas lines outside my house. In doing this they turned my gas off. They didn't contact me in any way to tell me my gas was being shut off and that this work was being done. I am 46 yrs old and have lung cancer and I had chemotherapy the day they did this work. I use the gas for hot water and to heat my house. I was sick from my treatment and I didn't attempt to take a shower for a few days and I was not aware the gas was off. The 4th day after my chemo I also contracted COVID so I was in the hospital for a day also but when I did find out the gas was off I have attempted on 3 different occasions to have them turn it back on and every time they come out the don't knock on the door and they don't call to say they are here. They just leave a tag on the door saying to try again some other time. It has been 10 days now and today I left work early to meet them by 4 pm. I got home at 3:30 pm and they had already been there 15 minutes earlier and left again. I called them and they told me that they couldn't come back out to turn it on. So they showed up when they knew I wouldn't be here so they wouldn't have to do the work. It's going to be below freezing tonight and I have no heat or hot water and they still would not come back out to turn my gas on. They said that the technician would not come to my house because they were already here once. They want me to take off work again tomorrow to turn it on. My issue is they could have done it today but instead they don't care how cold it may be and I am without heat. I am a veteran who has lung cancer and also getting over COVID and they won't come and turn on my gas regardless. I pay my bill every month and this is the service I get. Who tells the customer to bad because they are lazy.

  

  Business response

  11/19/2024

  Thank you for reaching out to CenterPoint Energy. We made multiple attempts to schedule with the customer and left 3 door tags, all with no response. This was one of the last services to be completed on the project; the service renewal was completed being that it was already outside and had made many attempts to reach the customer. Multiple appointments were made to have the service turned back on and the appliances lit after the service renewal, but no access was provided. Once access was provided, the technician performed the safety checks before relight and discovered there was a leak on the customers' houseline that had to be repaired before service could be restored. Once the repairs were made, the gas was able to successfully be turned on 11/14/24.

  If you have any additional questions or concerns, please feel free to contact Customer Service at ***************

  Best regards,

  CenterPoint Energy

• Initial Complaint

  10/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 21st CenterPoint came out for a “minor” gas leak, that was outside. I let them know I could smell it inside and was experiencing debilitating headaches. They say there isn’t any, we’re fine, they leave. 9 days later we can smell a chemical so bad inside and outside the house. We call Centerpoint again and a tech comes out and says there’s a leak outside and THREE inside my house. They shut our gas off and say they will send a plumber out to fix the pipes. 2 hours later we call and they say they are sending a crew out but no ETA. Another hour later we call again and they tell us the leak is in our house and not their problem. We call our plumbing company and they get her another 2 hours later. When they finished the work at 6:30PM they say we have to cal centerpoint to turn our gas back on which we IMMEDIATELY do. They say that they will send a crew out tonight. At 8PM no one had showed up, no call for an update. So we call and are told that the order is in, but no ETA because “they’re not supposed to check the valves at night”. I have three children and will not be getting showers for anyone for another day, minimum, because of CenterPoint’s misinformation all day long, and am out $550 because they didn’t thoroughly check for leaks last time they were out. Along with the representatives rude remarks of her line was for “emergencies” implying my issue didn’t matter because it isn’t life or death.

  

  Business response

  11/11/2024

  Thank you for reaching out to CenterPoint Energy. When the construction crew rebuilt the set on 10/21/24 and performed the light up after the repair, there were no indications of any leaks at that time. When you reported a potential gas smell on 10/30/24, a technician responded and found leaks inside your home. Any leaks on the customer side are the responsibility of the customer to have fixed. We apologize if there was any miscommunication. We show the repairs were made and the gas was turned back on the evening of 10/30/24.

  If you have any additional questions, please feel free to contact Customer Service at ***************

  Best regards,

  CenterPoint Energy

  Customer response

  11/12/2024

   
  ********** ********
  
  I am rejecting this response because:
  
  They initially rebuilt that set because there was a gas leak outside. I complained of the smell in and physical symptoms I was experiencing and they reluctantly “checked” and told me it was fine and 5 days later my husband and I could smell gas outside, and then when we had the technician come out two days later due to the smell coming inside, I had three leaks suddenly that I hadn’t had a week prior? Also, your technician never found the source of the leak outside, but also verbally admitted to smelling it, when walking up my driveway, which I have on camera. 
  This is a safety hazard and an issue that didn’t exist until your crews came out and messed with the gas line. 
  
  Sincerely,
  ****** *******

  

  Business response

  11/19/2024

  Thank you for reaching out to CenterPoint Energy. When repairs were made on 10/21/24 and the light up was performed, there were no indications of a leak; if there were, those would have been addressed immediately. 

  If at any time you smell gas, please report it immediately to **************. If you have any additional questions, you can contact Customer Service at the same number.

  Best regards,

  CenterPoint Energy

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently for my bill pay sent money to CenterPoint that was meant for Reliant Energy. I keep paying my bill until I realize the money was going to centerpoint over the past couple of months. I am now trying to get the overpayment back to my account but they are investigating my overpayment and refusing to send the money back

  

  Business response

  11/07/2024

  Thank you for bringing this to our attention. A refund has been mailed to the mailing address on file. CenterPoint Energy values providing our customers with quality service and we appreciate the opportunity to address your concerns. 
  
  Sincerely,
  
  CenterPoint Energy

• Initial Complaint

  10/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Site inoperable. Cannot log on. Still being charged for a payment arrangement that was paid in full four days after making it. Customer service was rude last month when I tried to discuss this matter. Now cannot even get ahold of them or access my account.

  

  Business response

  10/25/2024

  Thank you for reaching out to CenterPoint Energy. We apologize for the experience you had when you contacted Customer Service. We show that your last login on our website was on 10/19/24; if you continue to experience issues, please let us know. 

  Best regards, 

  CenterPoint Energy

*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. ↩