ComplaintsforCenterPoint Energy

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recieved a little yellow notice card that my account was past due. I bought my house in 2019 and established an account then and was on auto pay the whole time. When I tried to log into my account it said it was inactive so I could not see my account. I try several ways to get into my account and nothing worked. I called their customer ********************** line and got disconnected after waiting 15 minutes. I called again and talked with someone briefly and was not able to get everything resolved after 40 mins and then getting disconnected while being on hold. They do NOT have a call back system so you have to call back and explain everything again. The second call told me there was another name on my account and that my account was closed despite me being the homeowner and nobody at all communicating with me or any double check with the residence or reach out via email which only my email was on the account. I asked who this other person was and never got a clear answer. So my account was closed without notification or verification of the correct address and account holder. The system also told me the gas was going to be disconnected. So in Minnesota during winter they were going to disconnect my gas which heats my house during the winter. When I called the final time I got someone quickly, got things partially resolved, but got no resolution to the fact my account can just be closed without verification or confirmation or it being the property owner or account holder. I also didn't get any resolution to suddenly owing 6 months of past due when I was on auto pay and never closed my account. I shouldn't be held responsible when this is a failure of Center Point not verifying that the account holder and property owner (people actually living there) were contacted to confirm. I never recieved email about any of this and my email has always been on file. I want the 6 months June through December waived and start fresh January ****, and add verifications for this situation.

  

  Business response

  01/17/2024

  January 17, 2024
  
  *****************************
  ****************************
  **** Rapids, ** 55433
  
                 Re:         BBB Complaint# ********
  
  *****************************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding closure of your account for natural gas service for the property address noted above.
  
  CenterPoint Energy records show that your account was closed when another customer contacted the company and requested to start service at your address. Please note that CenterPoint Energy processes many of these types of requests each day and cannot verify the occupants of each property during the regular course of business. However, as noted, your account has been corrected and the service is currently in your name.
  
  If you have further questions regarding this issue, please respond to this message.
  Sincerely,
  
  ************
  Regulatory Liaison
  CenterPoint Energy

  Customer response

  01/18/2024

   I am rejecting this response because:
  This does not resolve the issue of the past due amount that had absolutely nothing to do with me. I want the amount from when it was closes through when it was reopened waived. That's the only response I will accept. 

  

  Business response

  01/29/2024

  We apologize for any inconvenience, but as the responsible party at the property during the time in question, the charges cannot be removed from your account. You are eligible to establish payment arrangements for the balance owed if needed.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was illegally charged for my full bill a second time 1 week after paying my bill in full. I called customer ********************** and they said there was nothing they could do, I could call my bank and reverse the second payment. They said the second payment would go to the following months balance. I reversed the charge through my bank and now theyre claiming my account is overdue. I paid my bill in full on December 7 and they charged me again December 14th. What a scam! This had better not affect my credit I am preemptively reporting here. This company is a joke.

  

  Business response

  01/09/2024

  January 8, 2024
  ***************************
  ************************************
  **** Rapids, ** 55433
  
                 Re:         BBB Complaint# ********
  
  ***************************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding payment of your most recent CenterPoint Energy invoice.
  
  CenterPoint Energy records show that payments in the amount of $21.09 were submitted to your account on December 8th and December 15th 2023.The second payment was then returned and your account was assessed a $10 Returned Payment fee.
  Following receipt of your complaint, the $10 fee has been removed from your account. If you have further questions regarding this issue,please respond to this message.
  Sincerely,
  
  ************
  Regulatory Liaison
  CenterPoint Energy
  

  Customer response

  01/09/2024

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

  They still were unable to make my account current so when I logged in the bill said I was overdue but they took off the 10$ charge that shouldnt have been there 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  0/100 stars if possible. ***** went down in August. Its now December, have had multiple appointments where technician is inside for less than five minutes. Thats if they even show up, was told on the phone by support that they dont have to call or anything if they arent going to make it so waste of your day waiting for them. Ordered the wrong parts and duplicate parts multiple times. Last appointment was in October and they said they were finally going to order the right parts, they never did! **** me calling repeatedly to finally get an answer and was told they were never ordered and would hopefully order them. Over a month later. They provide zero communication at all. *** asked to speak to a supervisor or manager multiple times I was told that a supervisor would call me back.. that was three weeks ago and I havent received anything. It is a complete joke.

  

  Business response

  12/18/2023

  December 18, 2023
  *************************
  **** ***********
  ********, ** 55447
  
                 Re:         BBB Complaint# ********
  
  *************************:
  
  This message responds to your complaint to the Better Business Bureau (BBB)regarding repair service through Home Service Plus (HSP) at your property address noted above.
  Your complaint notes that HSP has not made repairs to your clothes dryer after multiple attempts.
  CenterPoint Energy and HSP records show that HSP has visited your property in October 2023 and ordered a part to complete repairs. However, HSP records show that the part was not delivered until December 2. Please confirm that the part has been delivered so the repairs can be scheduled and completed.
  In addition, your account has been credited for the cost of three months of the Repair Plan.
  
  If you have any further questions, please respond to this message.
  Sincerely,
  
  ************
  Regulatory Liaison
  CenterPoint Energy

  Customer response

  12/20/2023

   I am rejecting this response because:
  I was also told that a supervisor would call me back so I could discuss this. That was over a month ago and I havent heard from anybody. The last person I spoke to mid conversation sent me back to the main menu. And the part was never ordered in the first place didnt show up late because back order the person on the phone told me it was never even ordered. 
  
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Home service plus techs tried to repair dishwasher which would sometimes get a power fault error when it would run. After ordering parts on multiple trips, they informed me the problem was not fixed and as a bonus the dishwasher door was now broken because their Techs had stripped the threads when they took it apart. I have escalated with Tech Supervisor **** (or ***) ********. After 4 weeks and repeated calls and no voicemails, I never received a call back. I call once a week and get transferred about 4 times, with each person saying you have to escalate to Tech, and Tech saying I have to escalate to customer support. I feel this is a mess of a company constrained by their own process that supports their interests and hurts the human customer just trying to get their dishwasher fixed.

  

  Business response

  12/13/2023

  December 13, 2023
  ***********************
  ***************************
  ***********, ** 55410
  
                 Re:         BBB Complaint# ********
  
  ***********************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding repairs to your dishwasher through Home Service Plus (HSP).Your complaint notes that HSP has not been able to complete repairs to the dishwasher after multiple attempts.
  CenterPoint Energy and HSP records show that HSP has visited your property on multiple occasions to make repairs to the dishwasher.Following receipt of your complaint to the BBB, on December 8, HSP again visited your property and installed a new control panel and vent fan on the dishwasher to resolve the issue. Following this repair, the appliance was tested and found to be functioning properly.
  If you have further questions regarding this issue, please respond to this message.
  Sincerely,
  
  ************
  Regulatory Liaison
  CenterPoint Energy 

  Customer response

  12/18/2023

   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. Finally, after multiple calls and months, a Tech Supervisor came to check on the situation and work with me to get outside of the circular logic that Centerpoint standard process has put me in. Amazing and Super Smart Technician.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CenterPoint refuses to close my account for an address I no longer live at and have not lived at as of November 1st. I submitted the request to stop service as required by CenterPoint, yet they didn't close the account. Now they want me to pay $95.61 for an address and service I no longer have. I have contacted them to rectify this error, and they say they can only shut off service starting today, November 29th, and that I have to have the Property Manager contact them in order to completely resolve the issue.

  

  Business response

  12/06/2023

  December 6, 2023
  *****************************
  ** *****
  
                 Re:         BBB Complaint# ********
  
  *****************************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding dates of service for your previous address.
  CenterPoint Energy records show that you were invoiced for natural gas service at **** *****************, *****, Minnesota ***** through November 29, 2023. Following receipt of your complaint, the final date of service for your account has been changed to October 31, 2023. A new final bill will be issued to your current address.
  
  If you have further questions regarding this issue, please respond to this message.
  
  Sincerely,
  
  ************
  Regulatory Liaison
  CenterPoint Energy

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What I am seeking is to cancel my *** repair plan and maintenance plan. I contacted *** customer ********************** multiple times about this issue and they say I cannot cancel with out an over $500 penalty fee! I have been paying into these programs for years, I have more than paid my fair share considering they could not preform most of the services I am being charged for.The plan lists Furnace Tuneup, refrigerator coil cleaning, water heater tune up, Central Air tuneup, bathroom fan cleaning and Clothes vent dryer heating. I live in a condo and the water heater is shared by the whole building. *** has never worked on my water heater. My air conditioning unit is on the roof and the *** techs have never cleaned it, and yet I have been paying for years. *** is now claiming this is an insurance plan. How can a company provide "insurance" on home appliances without knowing what appliances occupy the home? I signed up for the Basic repair plan as the tech made it sound great! But so far I have needed two furnace repairs that were both not covered parts. I now need a new secondary Heat exchanger and they say that is not covered. That is the heart of the Furnace! I want to cancel the *** program immediately with no additional charges. I have spoken to several representatives asking to cancel the program with out the penalty fee, but they have refused. I have asked to speak to someone higher up, but they would not even pass me on to a higher up.*** is a scam, they now claim it is insurance even though there is nothing on the pamphlet they hand out that says insurance. They claim it is a yearly contract even though I have never ever seen a renewal letter for the contract and I pay them monthly. I want my *** Basic repair plan and Maintenance plan canceled now WITHOUT any penalties. What am I asking for is more than fair considering how much money they have taken from me and NOT performed the services I was charged for.

  

  Business response

  12/11/2023

  December 11, 2023
  *************************
  ******************************************************************************
  
                 Re:         BBB Complaint# ********
  
  *************************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding cancellation of your Home Service Plus (***) Plan.
  CenterPoint Energy and *** records show that you enrolled in the *** Repair Plan in March 2014 and the *** Maintenance Plan in July 2018. Since that time, *** has provided a repair services for multiple appliances and has performed annual maintenance visits under the terms of both Plans.
  
  Please note that if you *** cancel your *** Plans at any time, but cancellation prior to the contracts anniversary date *** result in the assessment of early cancellation charges as described in the *** Terms & Conditions:
  
  9.            You are purchasing the Repair Plan contract for one full year.
  10.         If you choose to cancel prior to the end of the 12-month contract (other than as provided under paragraph 14) and you have had a service call(s): you will be required to pay for the difference of the cost of any service call(s) received less any payments already made on your contract.
  Finally, please note that you can cancel your *** Plans on their respective anniversary dates without the assessment of further charges.
  Sincerely,
  
  
  ************
  Regulatory Liaison
  CenterPoint Energy

• Initial Complaint

  11/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have home service plus with replacement on all my appliances The repair person was able to repair the refrigerator but will not give me the paperwork so I can get replacement cost for the refrigerator

  

  Business response

  12/01/2023

  December 1, 2023
  *********************
  *****************************************************
  
                 Re:         BBB Complaint# ********
  
  *********************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding issues related to a recent repair performed by Home Service Plus (HSP). Your complaint notes that HSP was not able to complete a repair for your refrigerator.
  
  CenterPoint Energy and HSP records show that HSP visited your property on November 21 to make repairs to the refrigerator. During this visit, it was determined that the issue was a manufacturer defect with the ice makers fan. The fan was thawed during this visit but HSP explained that the issue generally was not covered by HSP. However, upon further review, on November 22, HSP agreed to install a replacement part if you are able to obtain the necessary parts from the manufacturer.
  
  If you have further questions, please respond to this message.
  
  Sincerely,
  
  
  
  ************
  Regulatory Liaison
  CenterPoint Energy

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2023 I heard my washing machine make a very loud thumping sound at the end of a normal wash cycle. I turned it off and called Centerpoint, appliance repair and made an appointment for July 13.The tech showed up, parking a few houses away. I offered to move my car so that he could be in front of my house, he said it was not necessary. I had done a great deal of prep moving everything out of the closet area so that he would have room to work of the appliance, He reached inside of the front load washing machine and shook the tub checking to see if it was intact, it was, He ran a delicate short cycle (without clothes) and there was no problem at all. He told me that most likely the tub had just gone off kilter just for that cycle, I told him it was very loud and some grease ended up on some of the clothes. He said it was probably just a fluke. He then told me to run another load, normal sized, I asked if I should use the normal cycle, he said yes. He then returned to his vehicle while the load ran. It began to make the loud noise during the spin cycle and I needed the tech to hear the noise because he didn't believe me, so I ran down the street to tell him to come and listen. As we ran back to the house it sounded like fireworks were exploding inside the house. I got inside first and turned the machine off. He moved the drum around, it was thumping loudly, he said it is broken and we don't cover that part of the machine. I called CP later, asked them if my service report was in, they read it to me. It said the washing machine is working, no problems. I complained that the tech broke my machine and was told I would hear back on my complaint, I did not. I called again and did receive a call voicemail on **** from ****** *************) saying they were working on the issue, investigating is the impression I got. I have called CP and ****** several times and have NEVER heard back. I pay monthly for a repair service but had to buy a new used washer and dryer set, $800.

  

  Business response

  11/15/2023

  November 15, 2023
  
  *********************************
  *******************************************************************
  
                 Re: BBB Complaint# ********
  
  *********************************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding a repair visit by Home Service Plus (***) for your clothes washer.
  
  CenterPoint Energy records show that an *** technician visited your property on July 13, 2023 to make repairs to the clothes washer. During this visit, the appliance completed a full cycle with no issues. However, following that cycle,the washers drum was found to be broken. As you note, the tub is not covered by the *** Repair Plan.
  Following receipt of this complaint, *** management have investigated the issue and found that *** did not cause the appliance to stop working. However, as a gesture of goodwill, your account has been credited for three months cost of the Repair Plan.

  
  If you have further questions regarding this issue, please respond to this message.
  Sincerely,
  
  
  
  ************
  Regulatory Liaison
  CenterPoint Energy

  
  

  Customer response

  11/16/2023

   I am rejecting this response because: The tech ran an empty load on a gentle cycle and there was not any banging of the drum which had been the reason for my call. He never pulled the machine out and made no attempt to look at the drum inside the unit. He then instructed me to run a normal load with clothes because the empty load ran problem free, doing so broke the drum completely. I wanted the drum to be addressed because of the banging that I heard, I'm not surprised that an empty load ran without issue but I don't have use for a washing machine that only works when it is empty. I had a fixable issue until the tech instructed me to run a normal load, he may have been able to address the issue if he had been in attendance but he was not available to turn the machine off. 

  I want Centerpoint to pay for my replacement machine and I have asked them through phone calls to refund me the monthly payment for the repair service that I do not feel confident in using in the future as the company is comfortable breaking a machine and calling it repair service.

  I have had a washing machine drum repaired in the past (approx. 7 years ago), so I am familiar with the first step which is pulling the machine out and getting inside the unit to see if the pads are damaged. There was no attempt to see inside my washing machine to see if there was damage, I'm sure breaking the machine was less work. I was instructed to run the machine full and on a normal cycle, this was  in no my idea.
  
  

  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Back in August of 2023, Had a tech come out as Air conditioner was not working, I have had this tech 3 years ago and he was just was more interested in selling a new unit so 3 years ago had another tech come out and fix the problem, Now this past Aug that tech came out again was more interested in selling a new unit but put Freon in anyways and paid an extra 225 for extra pound, Well watching him I believe he never put Freon in and on top of that looked like he let more out, I believe he put bare minimum in to get by a month then say you needed a new one, I had another company come out and actually put Freon in and has worked since, We pay for whole house plan, And so far they could not fix washing machine, Air conditioner, Hot Water heater, Instead they just say needs replacing, What I am asking for is the 225 we paid for Freon and at least 2 months credit on our current plan.

  

  Business response

  10/30/2023

  October 30, 2023
  ***************************
  729 **********
  ************, ** 56011
  
                  Re:         BBB Complaint# ********
  
  ***************************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding repairs made to your air conditioner by Home Service Plus (HSP).
  Your complaint notes that you do not believe that HSP properly added coolant to your air conditioning system in July 2023 and you have asked that the cost of the coolant be removed from your account.
  ******************** and HSP records show that HSP visited your property on July 26 to make repairs to the central air conditioner. During this visit, the technician found that the system was low on coolant. At that time, the technician explained that additional coolant could be added, but would likely leak out of the system if there were existing leaks. The technician noted that the appliance would likely need to be replaced. Two pounds of coolant was then added to the system with your approval.
  On October 1, 2023, another HSP technician visited the property and found that the air conditioner was again low on coolant. The technician found that the caps and valves were secure upon arrival, which indicates that there is a leak in the sealed system in another location.
  In acknowledgement of this issue, your account has been credited for three months cost of *********** Plan. However, since HSP made repairs as discussed, HSP respectfully declines your request to remove the cost of additional coolant added in July 2023.
  If you have further questions regarding this issue, please respond to this message.
  
  Sincerely,
  
  ************
  Regulatory Liaison
  CenterPoint Energy
  

  Customer response

  10/31/2023

   I am rejecting this response because:

  3 years ago I had 1 lb. of Freon put in and worked perfectly fine for 3 years, (note air was still working but froze up once) Then on July 26th when Tech came out said it was low on Freon and never said it would leak out in a months time or I never would of paid for the extra lb., Thinking if I got thru 3 years with 1 LB I could get by a couple years if paid extra for another lb. Also when he was adding Freon looked like a lot came out, I had another company come out and put Freon in and worked great the remainder of the season, Better than when Tech in July came out so I wonder why that was and I wonder why after putting 1 lb. in 3 years ago it worked great then in July after paying for extra barely worked at all and completely stopped after 1 month, At the very least I would like half of Freon covered on top of 3 month credit. 

  Thank You

  ***********************;
  

  
  

  

  Business response

  11/10/2023

  November 10, 2023
  ***************************
  729 **********
  ************, ** 56011
  
                 Re:         BBB Complaint# ********
  
  ***************************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding repairs made to your air conditioner by Home Service Plus (HSP).

  
  After further review with HSP management, your account has been credited for $125 as you have requested.

  
  If you have further questions regarding this issue, please respond to this message.
  
  Sincerely,
  
  ************
  Regulatory Liaison
  CenterPoint Energy

  
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed up for Home Service Plus coverage on Appliances in home 12/22.Had a service tech diagnose a broken drum on washing machine 9/14/23,and left. Called Center Point to find out what was going on 9/15/23,Told by ****** that parts and service weren't covered, but if I wanted to spend additional money that I could buy a replacement plan. I asked her to refund the money I've spent on Home Service Plus.She connected me to her supervisor, *******. ******* told me terms and conditions of what's covered can be found on their website. She also offered to sell me the additional replacement plan, but it wouldn't cover the washer since it's already disabled.I asked ******* for a refund of what I've paid to the Home Service Plus plan, and she told me she couldn't, but offered 2 months free if I continued on the plan, I told her to cancel my Home Service Plus plan, which see did , and informed me that she wouldn't charge a "termination fee". as an accomodation.I have no Idea how a company can provide "insurance" on home appliances without knowing what appliances occupy the home. Additionally, the replacement program appears to be an offering that is available when they get into a situation like this, not offering parts and service, but rather additional cost to "replace" something in the future.The money I've spent on this program should be refunded.

  

  Business response

  09/26/2023

  September 26, 2023
  *********************
  ***** ****************
  ******, ** 55378
  
                 Re:         BBB Complaint# ********
  *********************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding repair service provided by Home Service Plus (***) for your clothes washer at the property address noted above.
  As noted in your complaint, *** visited your property on September 14 to make repairs to your clothes washer. At that time, the technician found that the inner tub had broken. While the *** Repair Plan covers most major parts, the tub/drum is not a covered part. Please note the Parts Covered list is available online at: ********************************************************************************************
  In the interest of resolving this issue, your *** Repair Plan was cancelled without penalty in acknowledgement of this issue.
  Sincerely,
  
  ************
  Regulatory Liaison
  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. ↩