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    ComplaintsforCenterPoint Energy

    Natural Gas Companies
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      In June 2024, we booked an appointment for both our washer and dryer to be looked at and fixed. Both of these appliances are also on our home service plan. The first service appointment for our washer and dryer we were told that the washer was condemned and the dryer needed parts replaced as long as they were still available. The parts were available and shipped so another service appointment was scheduled. We were told at the second appointment that more parts needed to be replaced. The parts were shipped, and a third service appointment was scheduled. At the third appointment we were told that cockroaches were in our dryer and the service appointment could not be completed until a licensed exterminator came out to take care of the cockroaches. Immediately, an appointment was scheduled with a pest control company. We got a call from CenterPoint Home Service that same evening and was told the dryer was condemned after all. We kept the pest control appointment because we don't want cockroaches in our house. We were told by the pest control company that it is very unusual for cockroaches to be in a laundry room. They are typically in the kitchen or bathroom. They came out and were able to determine there were no cockroaches.The service we received from CenterPoint Home Service was very disappointing and unprofessional, and dishonest. Three times one of us needed to stay home from work because the time frame for the technician to arrive is between 8:00-4:00. We also had to spend money on an exterminator for cockroaches that were not there. Not only was our time used and money wasted but a mess with old and new parts were left in our laundry room for us to dispose of. This service was a scam. Money was put into it, but we received no services or services that could not be fulfilled and false claims about pests in our home.

      Business response

      07/26/2024

      Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced regarding your experience with Home Service Plus. We understand the importance of appliance repairs. A representative from our claims team has attempted to reach you to further discuss your out-of-pocket expenses regarding the exterminator, please contact our claims team at ************.Kind Regards, CenterPoint Energy.
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      Wednesday May 29th, 2024 Tech came out to look at washer. He consulted with some other techs and determined to order parts. He mentioned the replacement plan and asked if I wanted to sign up because washers dont last long. He never mentioned that there was a 30-day waiting period or anything about preexisting issues. He gave be the sheet that lists out the allowance prices for each appliance and left.Sunday June 2nd, 2024 Techs came out and replaced parts on the washer. Before they left, they said the washer was working. I went to start a normal wash load. Hour later went to go switch that load to the dryer, but the washer did not appear to be completed and the clothes were still dry. I restarted the cycle and shortly after, my brother sent me a video of the washer not working. It was not spinning and was giving an error code. Called home service plus requesting a tech come out.Monday June 3rd, 2024 Tech came out. Tried to program the switch board. He said that the part was discontinued and that that they could not replace it and I would have to get a new washer. It was at this point that I was told they would not provide an allowance because I was not within their 30-day waiting period. Called Home Service plus after tech left to dispute the 30-day waiting period since I was not notified of this until after everything was said and done. Requested to speak with a supervisor.Tuesday June 4th, 2024 Spoke with a supervisor about my frustrations and complaints. I advised him that had I known there was a waiting period I would not of had any repairs done to the washer. It is not my responsibility to have to go to Center Points website to read their policies. It is the techs responsibility to go over the policy when signing up. No one went over the policy with me. I had the understanding that when signing up, if after the replacement parts did not fix the issue with the washer, I would be provided an allowance to replace. No one has returned my calls yet

      Business response

      06/24/2024

      Thank you for allowing us the opportunity to address your concern.We apologize for any inconvenience you have experienced regarding Home Service Plus. Upon further review of your account, we show that all necessary information was not originally provided regarding the replacement program. As a courtesy a $500.00 refund has been issued and will be mailed. We strive to provide quality service to all customers and will use this as a training opportunity to prevent future occurrences. Kind Regards, CenterPoint Energy.

      Customer response

      06/25/2024

       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.
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      Enrolled in their Home Energy Service Plan for $48.80 per month. Called them out one time for the dryer. They spent about 20 minutes diagnosing the issue and said they needed to replace the board inside. They said the part was no longer made and would attempt to locate a replacement. Never received a call back, no follow up. Asked for a refund on the service charges if they can't actually do what I paid them to do. They refused and said if parts aren't available they can't fix. They also said they left a message following up. They didn't, I'd have it in my voicemail, and I don't. This is like any other insurance scam. If it is cheap to fix they will do it. If it takes real time and money, they won't.

      Business response

      06/18/2024

      Thank you for allowing us the opportunity to address your concern. We apologize for any inconvenience you have experienced regarding your Home Service Plan. Upon further review we show that your plan was cancelled effective 05/14/2024 with no cancellation fee. All plans have a year agreement according to the terms and conditions at the time of enrollment. We show that there was no cancellation charged in this case and therefore no additional adjustments are warranted. Kind Regards, CenterPoint Energy.
    • Complaint Type:
      Order Issues
      Status:
      Answered
      at the end of march, I called and spoke to an agent asking for the total amount owned on my bill so that I could pay the correct amount, because they send out like 4 statements a month all with different amounts on them. Their automated system has never worked for trying to pay my bill or tell me what my actual bill is. So, at that time, I spoke to an agent they told me that it was ****** so I went to a pay station and paid it thinking that all was good. Then a couple weeks later I received a disconnection notice stating that I had to pay ****** I called them again and spoke to an agent and was told by their agent that oh well they told me the wrong amount and that now I needed to pay that amount. Made arrangements with them to pay ****** and the ***** would reflect on my June bill. So again, I went to the pay station and made that payment on that notice the disconnection date was 5/ 8/24. again, thinking that it was good. well yesterday they came out and shut off my gas with no notice for *****. I was told by their manager that well their agent was not able to say that the ***** was moved to my next bill and that I can get my gas turned back on but I have to pay an additional ***** and I can do that on their auto system or online well I tried to do both things multiple time and that didn't work so I had to make another trip to the pay station to get my gas turned back on at some point today. In total I have paid since March ****** for my gas bill and have been turned off for ***** with no notice. my husband and mother both have heart conditions the stress of all of this is unnecessary.

      Business response

      05/29/2024

      May 29, 2024
      *****************************
      *******************************************************************************************

                     Re:         BBB Complaint# ********

      ******:

      This message responds to your complaint to the Better Business Bureau of Minnesota regarding billing for natural gas service at ****************************************************************************************************************** 55432.
      CenterPoint Energy records show that your account was past due since 2022 until the balance was paid in full in May 2024. In the course of investigating this issue, CenterPoint Energy did not find that any representatives had accessed your account until May 16, 2024. However, monthly bills and the Notice of Disconnection showed the correct account balance.
      Please note that the Reconnection Fee of $28 has been removed from your account in acknowledgement of this issue.

      If you have any further questions, please respond to this message.
      Sincerely,


      CenterPoint Energy
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      Centerpoint Energy Home Service Plus came to my home 4 times attempting to fix my furnace. On the last visit they broke my furnace beyond repair while attempting to install parts. I want them to repair my furnace or install a replacement for the one they broke. I have paid for this service for years and what am I paying for if they just come and break my appliance beyond repair and then tell me to bad you have to replace it by paying yourself. This is a total scam by them by taking my money for years and breaking my furnace and making me pay for a replacement.

      Business response

      05/12/2024

      May 12, 2024

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

                     Re:         BBB Complaint# ********

      ****:

      This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding repair visits made by Home Service Plus (HSP).
      HSP records show that multiple visits were made to your property to make repairs to your furnace. During this process, several parts required replacement,including the burners, pressure switch, inducer motor, thermostat, sensors,rollout switch, and cleaning and inspecting multiple other parts in an attempt to repair the furnace. During the last repair, the restrictor plate was found to be rotted out and the furnace could not be safely operated and was shut down.
      HSP made multiple good faith attempts to repair your appliance but was not able to do so due in part to the age of the furnace. The total parts and labor cost of HSPs repair visits was over $1,500, which was covered by the Repair Plan. As requested, your HSP Repair Plan was cancelled on April 25, 2024 in acknowledgement of this issue.
      If you have further questions regarding this issue, please respond to this message.
      Sincerely,

      CenterPoint Energy

      Customer response

      05/13/2024

       I am rejecting this response because:

      The part you are claiming was rotted out was in fact just fine before you touched it. The multiple parts you tried was because your techs do not know what they are doing. You were at my house 4 times and on the fourth and final time your techs broke that part. How come they didnt notice this rotted out part the three other times you were out? Does that mean it was unsafe the whole time you were attempting to fix it? You broke my furnace and then red tagged it. You are responsible for your incompetent techs breaking my furnace. 
    • Complaint Type:
      Customer Service Issues
      Status:
      Answered
      3/26/2024 I paid $140.00 for an annual maintenance/service call on my furnace. They turned off my furnace and left. Now I also have to pay another company to come and fix my furnace. Apparently, there's a tiny gas leak that's been going on for the last 6 years since my furnace was installed. A small amount is going directly outside. I don't understand how an issue that's been going on for 6 years justifies turning off my furnace when it's 30 degrees outside. The company has stated they will not pay for repairs if my pipes burst due to turning off the heat.

      Business response

      04/08/2024

      April 8, 2024

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

                     Re:         BBB Complaint# ********

      ****:

      This message responds to your complaint to the Better Business Bureau (BBB) regarding a furnace tune-up visit performed by Home Service Plus (HSP) at your property.


      As noted in your complaint to the BBB, HSP visited your property on March 26, 2024 to perform a tune-up and maintenance on your furnace.However, after inspecting the appliance, HSP determined that the furnace was producing unsafe levels of natural gas at the gas valve. The furnace was then shut off for safety reasons and the tune-up could not be completed.


      To address this issue, charges for the tune-up have been removed from your CenterPoint Energy account.


      If you have further questions regarding this issue, please respond to this message.


      Sincerely,

      CenterPoint Energy

      Customer response

      04/09/2024

       I am rejecting this response because:
      First, I paid $140 for a furnace tune up that was not completed. I shouldn't have to pay for a service that wasn't rendered. Second, it was not leaking an unsafe level. The tech told me it was a tiny amount that I won't even notice on my bill, and it was directly going out the vent, not into the house. Third, it was 30 degrees outside. You wouldn't care at all if my pipes froze and wrecked my house. 

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      Called CenterPoint Energy home service plus because my water heater quit working. The technician arrived and started working on the water heater. After roughly an hour he walked up to my door and told me that my Thermocouple was bad but he said my burner was damaged. He said the support bracket and tube were bent and he would have to order one. This water heater was installed new back in 2013 and has ran up until my problem on 2/22/24. When I called the company on 2/23/24 and inquired as to when my part he ordered was going to be delivered they said the order was expedited and would be delivered today 2/23/24 by **** I asked for the tracking number and the lady said they didnt give her one. A couple hours later I called again and spoke with another woman and again asked for the tracking number she said the delivery company maybe someone other than *** or ****** I again asked when I would get the part. She said it was getting delivered this afternoon and so I said by who and she said I am not sure. So I asked when is the part coming because I live in a mobile home and the water heater is the only heat source that keeps my water heater and pipes in that exterior water heater compartment from freezing. Temps are supposed to get down to 18 degrees F tonight. She said she would call the parts department and have them call me back with the information. At about 2:30pm **** the technician called and told me my part was not going to get delivered till Monday. I told him that was unacceptable I cant go another 3 days without hot water. Then he said he would come out and try and get my old burner working safely and would get here at 5:00pm. So now I am waiting for **** to get here. I spoke with multiple people at this company and they all lied to me about when my burner would get here. This company never seems to have parts in stock and they cant tell the truth. I am thinking of filing a claim in court against this company for false representation. LIARS all

      Business response

      03/07/2024

      March 7, 2024
      *****************************
      *************************
      ******, ** 55318

                     Re:         BBB Complaint# ********
      ************************:

      This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding repairs made to your water heater by Home Service Plus (HSP).
      CenterPoint Energy and HSP records show that a service technician visited your property on February 22 and found that a replacement burner for your water heater would not be available for multiple days. The technician returned on February 23 and made a temporary fix to ensure that the water heater was functional until parts could be installed. On February 27, the technician returned and installed the parts needed to complete the repair,which resolved the issue.
      CenterPoint Energy and HSP regret any inconvenience you may have experienced as a result of this issue. If you have further questions, please respond to this message.

      Sincerely,

      ************
      Regulatory Liaison
      CenterPoint Energy

      Customer response

      03/08/2024

       I am rejecting this response because:
      You never addressed the fact that your  phone reps lied multiple times about what day and time I would receive the part.

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I created an account with this ********************** provider in September, 2023. By the end of October 2023, I noticed that my gas meter was running while my neighbor's appliances were in use, but not when my appliances were in use. I called the energy provider and was told that my previous bills could be corrected once my landlord submitted evidence of an incorrect meter assignment. My landlord submitted this information two months later, confirming that the wrong gas meter was assigned to my account. Now, (feb. 2024), the gas provider is refusing to correct all of my prior gas bills despite receiving evidence that i was being charged for another apartment's usage since the creation of my account.

      Business response

      02/26/2024

      February 26, 2024
      *****************************
      ************************************************************************

                      Re:          BBB Complaint# ********

      ********:

      This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding billing corrections made to your account.
      ******************** records show that the natural gas meters at the property shown above were connected incorrectly which caused both customers at the property be billed for incorrect gas usage each month. This issue was corrected effective December 27, 2023, when the property owner provided paperwork that showed how the gas plumbing in the home was connected to each meter.
      Please note that CenterPoint Energy makes these types of corrections as of the date of discovery of the issue and cannot backdate corrections prior to the time the issue was discovered.
      Please respond to this message if you have further questions.
      Sincerely,


      CenterPoint Energy
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      i have paid the amount i owe on web site but they took me off budgat bill again andsay i have to pay ****** i i have brain injury as well as being 72 and the online **** says i owe 0 and then i paid budget bill amount in jan of ******

      Business response

      02/14/2024

      ******************:

      CenterPoint Energy records show that your account was removed from Budget Billing in December ************************************************ November. However, your account has since been re-enrolled on Budget after payment of the full balance was received on February 2, 2024.

      If you have further questions, please respond to this message.

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      My furnace went out the morning of 1/15/2024. Home service plus took until the next evening to fix the problem. Left me with a house that was 46 degrees for 2 days. Once furnace was fixed my pipe burst the next day. Thousands of dollars of damage. I have to pay a $2500 deductible. Plus the headache of all this

      Business response

      02/05/2024

      January 31, ****
      *****************************
      ***********************************************************

                      Re:          BBB Complaint# ********

      **************:

      This message responds to your complaint to the Better Business Bureau (BBB)regarding Home Service Plus (***) repair service for your furnace at the property address noted above.

      CenterPoint Energy records show that you contacted *** on January 15, **** to request repairs for your furnace. Later that day, an *** technician arrived and found that the inducer motor was not functional. Space heaters were left at the property and a new motor was ordered. After the part was installed on January 16, the furnace was tested and found to be working properly.
      Please note that CenterPoint Energy has denied the claim of property damage related to this issue, as the *** Terms & Conditions state:
      CenterPoint Energy is not responsible for losses of any kind including  direct or indirect damages,death, illness or injury caused from conditions or events beyond CenterPoint Energy  control that impairs CenterPoint Energys ability to provide service under this contract. Such conditions include piping, venting or other preexisting incompatible sizing issues,unavailability of parts, labor difficulties, extreme weather conditions, acts of God, and other conditions beyond CenterPoint Energys control. CenterPoint Energy is not responsible for indirect, consequential or incidental damages (indirect losses or injuries) in any circumstance. 
      If you have further questions regarding this issue, please respond to this message.

      Sincerely,

      ************
      Regulatory Liaison
      CenterPoint Energy

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