Complaints

This profile includes complaints for CenterPoint Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CenterPoint Energy

  211 NW Riverside Dr Evansville, IN 47708-1251

  
• 

  CenterPoint Energy

  4714 Parnell Ave Fort Wayne, IN 46825

• 

  CenterPoint Energy

  P O Box 6262 Indianapolis, IN 46206

• 

  CenterPoint Energy

  P.O. Box 6248 Indianapolis, IN 46206-6248

• 

  CenterPoint Energy

  PO Box 209 Evansville, IN 47702-0209

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against my gas company CenterPoint Energy due to a highly suspicious and unsettling series of events tied to their gas line insurance program. For over a year, I have received relentless, borderline predatory marketing materials from them pushing this insurance. Despite written requests to stop, the solicitations have continued. While I was out of the country, a man in a truck with a spray bottle arrived at my home claiming there was a gas leak and said he was there to fix it. I spoke with him through my video doorbell and asked him to wait until I could be home to verify the issue in person. He agreed and left. Since then, no one from the company contacted me to reschedule, unusual behavior for a supposed gas leak, which should be a serious safety issue. Upon returning home, I personally tested every connection on the meter with a soap and water solution. No bubbling occurred at any point, indicating no leak. Additionally, no work had been done around the meter or piping. However, just today, the same individual returned unannounced, snooped around for a few minutes, and left without knocking or contacting me. I have now installed surveillance cameras directly aimed at the gas meter. This behavior appears designed to pressure customers into feeling vulnerable and subscribing to their gas line insurance. I am deeply concerned that this may represent deceptive marketing or intimidation, and I want this incident formally investigated and recorded. I request that the company cease all unsolicited marketing to my address and explain their reasoning for two unscheduled, unverified visits.

  

  Business Response

  Date: 04/01/2025

  Thank you for allowing us the opportunity to address your concerns. We have removed all marketing offers from your account. Please allow 4-6 weeks for this to take effect. During this time, you may receive previously scheduled marketing materials. We value your business and deeply regret any trouble this may have caused. Kind regards, CenterPoint Energy.

  Customer Answer

  Date: 04/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  While I appreciate that CenterPoint Energy has removed my household from future marketing lists, their response does not address the core issue of my complaint which involves a suspicious, unverified claim of a gas leak and repeated, unannounced visits to my property. These events occurred without proper notice or follow-up and align disturbingly with the company’s long-term pattern of aggressive marketing for their gas line insurance program.
  
  No explanation has been provided regarding the identity or purpose of the individual(s) who showed up with leak detection equipment, nor why they returned a second time without contacting me or ringing the doorbell. As a result, I remain concerned that these actions were potentially deceptive, invasive, or retaliatory in nature due to my refusal to enroll in their insurance plan.
  
  The company’s response also fails to acknowledge my safety concerns or offer transparency or accountability for these visits.
  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 04/21/2025

  Thank you for allowing us the opportunity to address your concerns. Upon review of your account, we show that there was a leak order created by contract surveyors who were on a residential leak survey. The technician completed a leak investigation and determined that there was no leak.  We understand your concern and maintain the right to access our facilities at any time for safety investigations. We value your business and sincerely apologize for any inconvenience this may have caused. Best regards, CenterPoint Energy.

  Customer Answer

  Date: 04/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  While I appreciate the acknowledgment that a contractor was involved in a residential leak survey, the response does not address my primary concern: the nature of the visit and the lack of transparency and follow-up. The technician initially claimed there was a leak at my meter while I was out of the country. I spoke to him live via my video doorbell and told him I did not authorize any work and wanted to verify the issue in person. He agreed and left. After that, no one followed up.
  
  Upon returning home, I tested every connection with a soap and water solution and found no leak. There were no disturbed areas around the gas meter. Then, several days later, the same man returned unannounced. He never walked over to the gas meter, He looked inside my windows, did not knock, and did not ring the doorbell. He stayed for only a few minutes and left.
  
  CenterPoint’s response fails to explain:
  
  Why the technician originally said there was a leak if one was never confirmed.
  Why no follow-up was made after I explicitly asked to delay service.
  Why a second, unexplained visit occurred with behavior that felt invasive and had nothing to do with meter inspection.
  
  This all happened in the context of over a year of relentless marketing for CenterPoint’s gas line insurance, which I had repeatedly asked to stop. These unprofessional and unexplained visits felt more like intimidation or a pressure tactic than any legitimate safety protocol.
  
  Their response lacks transparency, accountability, and any meaningful assurance that this won’t happen again.
  
  
  Sincerely,
  
  ******* ***

  

  Business Response

  Date: 04/21/2025

  Thank you for bringing this issue to our attention. We understand the frustration this situation may have caused and sincerely apologize for any inconvenience you have faced. When a leak is reported, our technicians are dispatched promptly to assess the situation and ensure the area is safe. It is possible that a leak occurred nearby, but not directly at your property. For safety reasons, we cannot schedule a leak investigation; it must be addressed immediately. We recognize that this can be inconvenient, and please note that notifications are only provided if services need to be disconnected for safety reasons. In such cases, a door tag will be left at your property. Kind regards, CenterPoint Energy.

  Customer Answer

  Date: 04/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  CenterPoint’s updated message continues to avoid the core concern: the unverified and unexplained presence of a technician at my home, combined with evasive behavior and a lack of transparency.
  
  They now claim a leak “may have occurred nearby” but not at my property. That contradicts the technician’s original statement made to me directly via my video doorbell, where he said there was a leak at my gas meter and that he was there to fix it. I specifically instructed him not to proceed with any work, and he agreed to return at a later time when I would be home. I received no follow-up.
  
  Then, days later, the same man returned, but he never approached the gas meter, never knocked, and instead spent time looking into my windows before leaving without interacting. That behavior has nothing to do with inspecting a gas leak. It was inappropriate, unexplained, and deeply concerning.
  
  Additionally, if this were a legitimate safety visit, I would expect documentation, a door tag, or at minimum a knock at the door. None of that occurred. Instead, this entire experience, especially when viewed alongside over a year of excessive, unwanted marketing materials about their gas line insurance, feels like manipulation under the guise of safety.
  
  CenterPoint has now given three different explanations for the visit:
  
  There was a leak at my meter.
  A contractor was conducting a general survey.
  A nearby leak might have triggered a response.
  
  None of these explanations were communicated until I escalated the matter. I’m rejecting this response because it lacks accountability, consistency, and transparency, and it raises serious questions about CenterPoint’s practices. I intend to file formal complaints with the Indiana Utility Regulatory Commission and the Indiana Attorney General’s Consumer Protection Division regarding this incident and the surrounding context of aggressive marketing and unexplained property visits.
  
  
  Sincerely,
  ******* ***
  
  
  

  

  Business Response

  Date: 05/01/2025

  We appreciate the opportunity to address your concern. A leak order was initiated by contract surveyors during a residential leak survey. Surveys are performed at properties as an added level of safety for leaks that are undetectable. The first technician to investigate knocked on the door, as a courtesy. The technician who returned for the second time, completed a leak investigation and determined that there was no leak. We understand the customer’s concern but maintain the right to access our facilities at any time. We hope that this provides clarity to your request for an explanation of why there were unscheduled visits. 

  Regards,

  CenterPoint Energy

  Customer Answer

  Date: 05/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  CenterPoint’s response continues to change with each message. First it was a confirmed leak at my meter, then a general contractor survey, then a nearby leak, and now it’s a “courtesy knock” and “undetectable” safety check. None of these explanations were offered until I escalated the issue through the BBB.
  
  
  They now claim the second technician completed an investigation, but he never even approached the meter. I have security camera footage showing he looked in my windows, did not knock, did not inspect any piping, and left after a few minutes. This behavior is not consistent with any legitimate safety inspection and has not been explained or acknowledged.
  
  
  Furthermore, if a survey was conducted or a work order existed, why was no notice left, no follow-up provided, and no initial written communication or tag placed at the door — as their own policy outlines? The original technician clearly stated there was a leak at my meter. I asked him not to proceed until I could inspect it myself, and he agreed. That agreement was ignored.
  
  
  I have already stated that I found no signs of a leak using industry-standard soap solution testing. There were also no signs of ground disturbance, and I have received no communication from CenterPoint aside from these reactive responses.
  
  
  The series of vague, inconsistent explanations — especially in the context of aggressive gas line insurance marketing over the past year — raises serious concerns about transparency and customer treatment. I am not satisfied, and I intend to move forward with formal complaints to the Indiana Utility Regulatory Commission and the Indiana Attorney General’s Consumer Protection Division.
  
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:03/11/2025

  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.

  Center point energy is not ending our billing after several calls and messages. We sold our house on 12/20/2024 and the Buyers ****** ****, moved in the same day at *** ** ********** ******* *** ***** * Oh. ***** The cancellation was not documented correctly the first time then the Buyers was late calling to start their account. I think was 1/08/2025 How can I get this corrected? We should not have to pay $243.91

  

  Business Response

  Date: 03/27/2025

  Thank you for allowing us the opportunity to address your concerns. Upon reviewing your account and calls it appears that the new property owners were expected to initiate service in their name by 12/20/24. Unfortunately, CenterPoint Energy was not informed of this, resulting in the services remaining under your name until 01/07/25, when a new customer took over the services at the property. Currently, there is an $80.00 credit available on your account. To request a refund check, please reach out to customer service at ************ and provide your updated mailing address to the representative. We value your business and sincerely apologize for any inconvenience this situation may have caused. Best regards, CenterPoint Energy.

  Customer Answer

  Date: 03/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Centerpoint cut off my gas today in my home and I’m on an energy assistance program with **** of Evansville and they knew this. It’s supposed to be in the 30’s sometimes tonight I called everywhere trying to get help with the bill to get it back on today but everywhere wanted an application and then days to wait after that… they weren’t supposed to legally cut off my gas. Talked to the first guy on the phone and their call center and he told me the amount to turn back on would be $379.03 I am on a fixed income every month so of course he gave me a “number” to a program to help me get this paid ended up calling and it was the clerks office in my county not even the right place. I call Centerpoint back to pay the bill because at this point I can’t find anywhere to help me and my kids can’t go without heat tonight my youngest is only 1. At first the lady told me they couldn’t have someone come out today and then she tells me they are making me pay $585 to get it turned back on and she has no idea who I spoke to or why they gave me the original amount. So I had to overdraft my bank account to make this payment and they told me someone would be out before 4 to turn my gas back on. Is there legal action I can take for this? First of all my meter is in my backyard not sure how the idiot they sent out here got to my meter because I had to let him in to turn on the gas in my home when we first got it. Second of all I was on an energy assistance program and was told they couldn’t not shut off my gas. And lastly I thought they couldn’t turn off your gas in Indiana if it’s a certain temperature outside or supposed to be a certain temperature outside for that day. All of these I brought up to their people at the call center but none of my questions were answered. Now I’m negative in my bank until my monthly income hits and still no heat. They also did not come out at the time they were supposed to be here because my “appointment got canceled” they couldn’t tell me why.

  

  Business Response

  Date: 03/28/2025

  We have conducted a thorough review of the account in question and found that the customer does not currently have energy assistance. Concerning the disconnection for non-payment, a disconnection notice was mailed on February 5, 2025, indicating that the past due amount of $379.03 was required by February 20, 2025. After not receiving this payment, the natural gas service was disconnected on March 6, 2025. While the past due amount was $379.03, it is important to note that additional fees are associated with the restoration of service. The total quoted for reconnection was $583.22, which included the past due balance of $379.03, a $150 deposit, and a $54.19 reconnection fee. The customer inquired about the possibility of a lesser amount and was informed that a payment of $379.03 would suffice for service restoration. However, upon contacting customer service again, she was reiterated the reconnection quote of $583.22. Ultimately, the customer proceeded to make the payment of $583.22. Following this, she reached out to customer service, and a reconnection order was initiated for the same day. Due to an error in creating the reconnection order, it was subsequently canceled. After further discussion with the customer, the correct reconnection order was established and successfully completed. It is essential to clarify that the gas meter remains the property of CenterPoint Energy, and we employ all necessary measures to access the meter safely. Additionally, there are no regulations that prevent disconnection based on external temperature conditions. Thank you for allowing us the opportunity to address the customer's concerns.

  Regards,

  CenterPoint Energy

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not get my bill for this last month I call twice a week to see if they have my bill ready . They keep on telling me different stories. They said they haven't read my gas meter. They keep on saying they are coming that day to read it and they don't. I don't want to have to have 2 months worth of electric and gas to pay at once it's easier for me to come up with that's months bill then 2 months worth . All I want is to no how much I owe now not 2 months worth. I need center point to read my gas meter and give me my bill amount.

  

  Business Response

  Date: 03/28/2025

  Thank you for reaching out to CenterPoint Energy. Our records show that we replaced the meter at your location, which may have impacted your January billing. The necessary corrections have been implemented as of February 26, 2025. We received a payment of $600, and your current balance stands at $204.99. We have an extension on your account, granting you until March 31 to make the payment. If you require further assistance or additional time, please do not hesitate to contact us. We sincerely apologize for any inconvenience this situation may have caused.

  Kind Regards, 

  CenterPoint Energy 

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a house on October 4, 2024. Prior to that, I called all utility companies to start service on that date. A month later, the previous owners contacted me and asked why I hadn't had the gas put in my name. They received a bill for services from 10/10/24-11/08/24 for $71.13. It was automatically deducted from their bank account, as they were on autopay. I reimbursed them for this bill and called Centerpointe again. I was told they could see that the previous owners paid and that they would check into why I'm not receiving the bills. A week later, I called again and was told it was because their gas supplier didn't stop service, therefore Centerpointe couldn't start a new account for me while there was still another account on the address. They put in a ticket to have this fixed. I finally received my first bill in January, for $389.55, for services from 10/04/24 through 1/9/25. I called again, explaining that the services were already paid for through 11/8/24 and that I should only be billed from 11/8/24 through the present. I was told a ticket would be put in and to only pay $314.24 ($389.55-$75.31, the bill for 10/4-11/8). So I paid $314.24 on January 21, 2025. I received a bill for the $75.31 balance, so I called again. Was told they see the error and would put in another ticket. Was told it would be removed by February 3rd or 4th. I checked my account and the charge was still there. I called again and was told it cannot be removed. Then talked with a supervisor and was told it cannot be removed. Then I received a reminder email that the account was past due. I pride myself on paying my bills on time. This issue with Centerpointe is very frustrating. They have already been paid for the service period of 10/4/24-11/8/24 for **** ****** ***** ** ****, OH ****** Yet, they are trying to get me to pay it as well. I don't see how that is legal to double charge for services rendered.

  

  Business Response

  Date: 02/22/2025

  We appreciate you bringing this matter to our attention and sincerely apologize for any inconvenience you may have encountered. After reviewing your account, we confirm that an account has been established in your name, effective October 4, 2024. A revised bill detailing your charges was sent on January 2, 2025, and an additional copy has also been dispatched. Please note that the payment made by the previous account holder has been credited to their account and cannot be transferred to yours. We value our customers and sincerely apologized for your inconvenience. Best regards, CenterPoint Energy.

  Customer Answer

  Date: 03/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I understand that my service started on October 4, 2024, but service was paid for by the previous owners through November 8, 2024. You billed them and then billed me for the same service dates in January. You are getting paid twice for the same service dates. 

  I would like a credit for those dates, as I paid the bill because of threat of disconnection.
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 03/31/2025

  We appreciate you bringing this matter to our attention. We recognize the frustration this situation may have caused and sincerely apologize for any inconvenience related to your account. Please note that we cannot discuss another customer's account; however, billing occurs once per property during each billing cycle, and any necessary corrections will be applied to the specific account in question. After a thorough review, we confirm that the charges for the billing period of 10/10/24 to 11/08/24 have been billed solely to your account. We value your business and deeply regret any trouble this may have caused. Kind regards, CenterPoint Energy.

  Customer Answer

  Date: 03/31/2025

  
  Complaint: ********
  
  I am rejecting this response because: the previous owners were billed for those dates and the amount was deducted from their bank account. Then, when my account was finally set up and a bill sent in January, the bill was backdated to October, charging me for the dates that were already collected for from the previous owners. 

  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 04/01/2025

  Thank you for allowing us to address your billing concerns. Upon further review it has been confirmed that the charges for the billing period of 10/10/24 to 11/08/24 have been billed to your account. We are unable to discuss another customer's account, however, they are able to contact customer service at ************ and an agent can explain any charges or credits to their account. Kind regards, CenterPoint Energy.

• Initial Complaint

  Date:02/04/2025

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/21/2025

  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 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

  Date: 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 Answer

  Date: 02/18/2025

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

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since September I have received 9 separate (supposed to be) monthly bills. The billing system has been extremely erratic and irregular. One second I am paid up to date and the next I’m paying two months worth of bills. Their online billing system only allows you to see the most current bill so when they update it there is no way of knowing what you previously paid for. I have reached out previously but never got a response and the saga continues month after month. It feels extremely dishonest from the company to alter bills and make them not viewable after the fact.

  

  Business Response

  Date: 02/12/2025

  We appreciate the opportunity to address your concerns and sincerely apologize for any inconvenience caused regarding your bill. After reviewing your account, a thorough examination of your usage indicates that it aligns with previous years. If you require any missing bills, please reach out to customer service for an additional copy to be sent to you. Kind Regards, CenterPoint Energy.

  Customer Answer

  Date: 02/16/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I have contacted customer service in response to my adjusted bills. I can no longer view my bill that I paid on December 25th in the total of $372.18 or the bill that I paid in the sum of $47.05 on Nov 18. Those bills officially disappeared from the system and were all updated on January 9th and 10th and appear as credits with updated bills after I have already paid them. I can not actually see WHAT I paid for in those 2 months as I signed up for automatic billing. Customer service couldn’t help as they say the bills physically do not exist in the system since they were updated (after I paid them). It is extremely shady to bill someone AGAIN after they pay up to date and then all of a sudden to issue a $600 bill ($200 more than ever billed on any prior bills) without being able to view what was originally paid for. I want to see the ORIGINAL bill of what I paid for. 
  

  This also does not address the irregular billing with some months having a gap of only two days. The bills were issued Sept 10 and 12. Oct 11 and 28. The November 18th bill disappeared and reappeared Jan 9, the December bill disappeared and reappeared Jan 9, and the January bills were issued the 10th and the 14th. I am still waiting for my February bill. 

  I attached a personal print out of the bill tracker. The check marks are the bills I can print. The zero slash I cannot 

  Sincerely,

  
  ******** ******

• Initial Complaint

  Date:12/02/2024

  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.

  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

  Date: 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

  Date:11/21/2024

  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.

  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 Answer

  Date: 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.