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

  6161 Golden Valley Rd Minneapolis, MN 55422-4441

  
• 

  CenterPoint Energy

  505 Nicollet Mall Minneapolis, MN 55402-1141

  

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:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am forced to have the *** program as a part of my lease. So, when my ** stopped working during 100 degree heat I tried to schedule an appointment. I was told I would have to wait at least two weeks, at which point I fixed my ** by myself. I forgot that I still had the appointment scheduled but decided to accept it anyway when i got the call because the professionals could likely find a better solution. I did everything the person told me to do, and then they said that they would be cleaning the outside unit. Once they left I turned the ** back on and left because I assumed it would be working. Instead, I find that a piece was taken out of the unit and LOCKED before it was put back in. So now I have absolutely NO ** again and when I called I was told 1. that there was no one I could talk to about this issue over the phone, and 2. that i could not get a new technician to my house for 5 more days. This is ridiculous, its 85 degrees in my house right now and I shouldnt have to deal with it.

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  *********************************
  ************************************************************ 55414
  
                 Re:         BBB Complaint# ********
  
  Michiah:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding repair service for your central air system at the property noted above. Your complaint notes that your A/C was not functional following a recent repair by Home Service Plus (HSP).

  
  CenterPoint Energy and HSP records show that you are enrolled in the Total Repair Plan, which covers the cost of repairs to most major appliances in the home, including the Central A/C.

  
  CenterPoint Energy and HSP records show that an HSP technician visited your property on July 8. During that visit, the condenser coil was cleaned and the unit tested and found to be functioning properly. You then contacted HSP and requested another repair visit as the A/C was not turning on. A second repair was scheduled for July 21, but the order was then cancelled at your request prior to the technicians arrival.

  Please note that your account has been credited for three months cost of the Repair Plan in acknowledgement of any inconvenience you may have experienced. If you wish to reschedule this repair, please contact HSP at ************ or schedule online.

  
  Sincerely,
  
  ***** H
  Regulatory Liaison
  CenterPoint Energy

• Initial Complaint

  Date:07/07/2022

  Type:Order 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 signed up for Home Service Plus and I have had it for two months and never had to use it but today when I tried to use it they told me no because the **** was behind. The program was never thoroughly explained and Then when I did get an explanation it was 3 call backs 6 transfer and I still did not get an appt I am using CenterPointe Energy for everything ************** *** Line Ran, and even home energy audit. my plan was canceled by a uncaring rep who never even ask why I wanted to cancel I had the big plan paying ****** a month and to be told I can't have a service due to 8days behind, Then when I tell the rep I thought I was on autopsy till the recording told me an amount then I was told by the rep if I was not a gas customer then I can't be on auto pay and when I ask other reps they did not know and could not explain.The uncaring rep canceled my plan and never thought twice WOW!

  

  Business Response

  Date: 07/18/2022

  July 18, 2022
  ***************************
  ******************************************************************** 55102
  
                 Re:         BBB Complaint# ********
  
  
  ********************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) regarding enrollment in the Home Service Plus (***) Repair Plan.

  
  Your complaint notes that you were enrolled in *** but were unable to schedule an appliance repair due to a past due balance on your account.

  
  CenterPoint Energy records show that your account was enrolled in the *** Repair Plan on April 29, 2022.Upon enrollment, an informational brochure explaining *** products, including Terms & Conditions, was sent to you. Among those Terms is a statement regarding past due accounts:
  
  If payments are late on Repair Plans, Maintenance Plans,Maintenance Services, or equipment purchased from CenterPoint Energy,we may demand immediate payment of the greater of the entire amount you owe under the terms of this contract or immediate payment of the cost (labor and parts) of all service provided to you less any payments made by you to CenterPoint Energy.
  
  
  As a result, when you called to request a repair on July 7, CenterPoint Energy stated that the past due balance ($284.07) would need to be paid before the repair could be scheduled. You then chose to cancel your Repair Plans.

  
  To resolve this issue, your Repair Plans can be reinstated.However, payment must be made for the past due balance before a repair can be scheduled.

  
  Please respond to this message if you have further questions.

  
  Sincerely,
  ***** H
  Regulatory Liaison
  CenterPoint Energy

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've had HSP for numerous years, on or about 06/20 we contacted HSP for a repair, water leaking out of our furnace onto the floor, the condensation pump wasn't working. The soonest appointment we were offered 06/29. I called back and asked for the appointment to be moved up or to be authorized to hire someone else and be reimbursed. I was told it would take 24 hours for the authorization. I received an email saying the appt was moved up to 06/22 no one called me about the request for authorization. A repair person came out and put in a new pump, later that day water was once again leaking, we called them back and the soonest appt we were offered was 06/29. I called back and requested authorization for reimbursement to hire someone or a sooner appt. I was told authorization would take 24 hours, they said they would try to send someone out sooner. I called back after 24 hours and was told it could take 48 hours for approval of the request and my appt was still scheduled for 06/29. It's been more than 48 hours and no call, no repair person has been here and no email regarding a sooner repair. I'm concerned about the damage that this water is causing to our furnace and possible mold or algae issues. We pay over $100 per month for HSP, this is unacceptable service. I'd like to hire a reputable company to come inspect and repair the issue and be reimbursed for any and all repairs that resulted in them taking so long to fix the problem. Center Points advertising is misleading they have not brought "peace of mind" there has been no "in home service quickly" their "highly trained technician" did not fix the problem.

  

  Business Response

  Date: 07/01/2022

  Thank you for bringing this matter to our attention. We apologize for the delay in scheduling your order.  On the day your concern was received, a technician was dispatched to your home for repair of the furnace.  *****, CenterPoint Energy Supervisor, also contacted you and provided his contact information should you have any additional concerns.  Thank you for allowing us to address your concern.

  Respectfully, 
  
  CenterPoint Energy

  Customer Answer

  Date: 07/05/2022

   I am rejecting this response because:

   

  That is not what happened. I originally called 06/20 and then called numerous times requesting to have a supervisor contact me and requested sooner repair appointments, in the conversations (which they say are recorded) the call center staff would refer to previous calls I made.  First they told me 24 hours for a call back and then told me 48 hours for a call back. I the last time on 06/27 and was told my appointment was still scheduled for 06/29, I requested to speak with a supervisor.  I got a call back within 2 hours and they dispatched a repair person that day. 

  Their response is unacceptable and clearly indicates the company's communication issue.    I've heard stories from other Home Service Plus customers that are similar.  They continue to enroll new members and they are not meeting repair demands.  I pay $105.00 per month for full coverage and it took them 7 days and numerous phone calls from me to get someone out for the repair.  

  Their response does not acknowledge the facts. 

  

  Business Response

  Date: 07/14/2022

  **************:
  
  Thank you for your feedback and clarification on the issues you experienced in scheduling ***********. HSP would like to apologize for the delay you experienced. Unfortunately, during peak times, HSP may need to schedule a later appointment than what is requested. In some instances, a scheduling exception can be made, as was done on June 27 for your appointment.

  As you note, your issue should have been escalated in a timely manner during the first time you contacted our office. In acknowledgement of this issue, your account has been credited for two months' cost of *********** Plan coverage. This will be effective with your next invoice.

  Sincerely,

   

  ***** H
  Regulatory Liaison
  CenterPoint Energy

  Customer Answer

  Date: 07/17/2022

   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.  I appreciate the apology and the offer, they shouldn't take on more customers than they can service.  We had to put a lot of effort into getting services, an acknowledgement, and an apology.    I appreciate the assistance and service of the BBB.  

   

  Thank you. 

• Initial Complaint

  Date:05/31/2022

  Type:Product 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.

  We have been members of the Centerpoint Energy HSP program for years (acct 6400499930-2). We have noticed a slow decline in service. Avoidable things like asking if we had a stacked washer/dryer would have prevented the first guy to show up late in his 4 hr window and tell us that he couldn't do anything without a second person, resulting in another 4 hr appointment window needing to be set up, as just one example. Last week was the straw that broke the camel's back. We had an appt set up Wed for 2 wks for having our air conditioner looked at, which is under an eave out of the weather. They called on the morning of our appt and told us they needed to reschedule unless it stopped raining, in which case they would come in the afternoon. Our scheduled window was ****. I received an email that says we had canceled the appt before the time window had even started. I called in stating we did not cancel the appt. I spoke to ******. She told me that someone had hit "3" on their phone to cancel the service. That is not true. Neither my wife nor I were ever prompted to hit a button on our phones that morning. I told her we probably needed a part and we just wanted the tech to come to see the issue, and order the appropriate part, which he could have done rain or shine (again, condenser unit is out of the weather). ****** told me that there was no way we could get the appt back. It stopped raining by the time 12 came around. Despite the earlier call to my wife stating if it stopped raining, someone would come, this did not happen. She waited the entire window at home and no one came. We cancelled the service that day. I was told that we would be charged an early termination fee. I told her if we were, we would report to the BBB. I received an email 5/27 stating there was a $64.40 balance on the acct. It is being automatically pulled on 6/23. I want a $64.40 credit placed on our acct to negate this balance.

  

  Business Response

  Date: 06/10/2022

  June 10, 2022

  
  *******************
  *************************************************************** 55391
  
                 Re:         BBB Complaint# ********
  
  **************:
  
  This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding repair services scheduled through Home Service Plus (HSP)for the property noted above.

  
  Your complaint states that you have had issues with scheduled repair work for your central air system through HSP.

  
  CenterPoint Energy and HSP records show that a repair was scheduled for your central air system on May 25, as you note. However, the appointment was rescheduled due to an option selected on the automated call-ahead feature used by HSP.

  
  At this time your HSP Repair Plan has been cancelled per your request. In acknowledgement of any inconvenience you may have experienced as a result of this issue, the remaining balance of $64.40 has been removed from your account, and your balance is now $0.

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

  
  Sincerely,
  
  ***** H
  Regulatory Liaison
  CenterPoint Energy

  Customer Answer

  Date: 06/13/2022

   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.