Business Profile

Natural Gas Companies

CenterPoint Energy, LLC

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

423 total complaints in the last 3 years.
144 complaints closed in the last 12 months.

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Submit a Complaint

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:07/24/2024
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 am writing to urgently address errors on my credit report caused by the disclosure of my personal information to credit bureaus, leading to significant financial and emotional distress.Under 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to remain confidential.Additionally, per 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not provided.The inaccuracies associated with CENTERPOINT ENERGY SRV have harmed my financial standing and need immediate ************* is also important to comply with 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under certain conditions.For your reference, my account details are:Account Number: *********I request an urgent review of my account, prompt correction of the credit report errors, and strict adherence to federal laws regarding my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,********* *****
Business Response
Date: 07/29/2024
Thank you for allowing us the opportunity to address your concern. We apologize for any inconvenience you have experienced regarding your closed account. Upon further review we show that there is an outstanding balance of $478.16 ($451.35 for gas and $26.81 for Home Serve) from a previous address. Services were provided from 07/06/2021 06/02/2022. Kind Regards, CenterPoint Energy.
Initial Complaint
Date:07/23/2024
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.
Due to Hurricane ***** my electricity was out July 8th through July 13th. Since then the electricity is still cutting off everyday. Today the electricity cut off six times and has now blown out two televisions and my nugget ice maker. There is no way to get in contact with Centerpoint or get any information. I cannot afford to replace things that were Centerpoints fault.
Business Response
Date: 07/24/2024
Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced regarding your outage. We understand how important it is to have your service restored promptly. The service center is working on solutions that could help to limit outages within the area. While we understand this can be frustrating, CenterPoint Energy does not provide financial compensation for outages. Rest assured that we are doing everything possible to address the situation as quickly as possible. Kind Regards, CenterPoint Energy.
Initial Complaint
Date:07/22/2024
Type:Customer Service 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 received a door hanger from Centerpoint dated 7/18 to change meter. I attempted to cook dinner on 7/19 and found no gas to cook with or shower. I have been without gas all weekend and today 7/22 I tried calling and was told wait time 20 minutes, I called back and got hung up on, I tried online and received an error. I need assistance with reconnecting gas service.
Business Response
Date: 08/02/2024
Thank you for contacting CenterPoint Energy. Our records indicate that your gas service was reconnected on 7/24. Please note that if your gas service is interrupted due to CenterPoint Energy's maintenance at your residence, you may utilize the emergency option when you call in, to have your services reconnected.
We apologize for any inconvenience this may have caused.
Kind Regards,
CenterPoint Energy
Customer Answer
Date: 08/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Regards,

Centerpoint needs a better Notice of who to call when the gas is turned off. The notice I received did not indicate this.

If you can relay the request then I will close the complaint.

Thanks
Debra *******

Business Response
Date: 08/14/2024
Thank you for allowing us the opportunity to address your concerns. We apologize for any inconvenience you have experienced regarding your meter exchange. Upon further review of your account, we show that a letter was sent dated 06/27/2024 regarding the upcoming meter service. The letter explained the need to replace the meter and indicated a door tag would be left at the property if no one was home. We understand how frustrating this situation can be, but there are times when maintenance of our equipment is necessary. Kind Regards, CenterPoint Energy.
Customer Answer
Date: 08/14/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:07/22/2024
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.
My electric meter box was damaged during Hurricane ***** 2024. Centerpoint Energy removed my electric meter and severed electric connectors pending replacement of meter box. On July 19 I replaced meter box and informed Centerpoint Energy and scheduled reconnect. I was informed Centerpoint Energy would call me within 30 minutes of repair crew arrival. I called Centerpoint at 6:50pm and was told crew would arrive by 7:30pm. By 7:50pm I called Centerpoint and was then told my reconnect was scheduled for between 9 and 11 pm. Centerpoint Energy crew never arrived. I was mislead, misinformed, and lied to by Centerpoint Energy. They must immediately restore my electric service and/or provide compensation.
Business Response
Date: 07/31/2024
Thank you for contacting us. All services orders are completed on a weather and workload basis with emergencies such as active gas leaks, fires and wires down taking the highest priority. Our records indicate service was restored to the address on 7/20 at 10:36 am. We apologize for any inconvenience this may have caused.
Kind Regards,
CenterPoint Energy
Initial Complaint
Date:07/21/2024
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.
I am asking Centerpoint to adjust the most recent natural gas bill and remove any usage and associated charges from July 8 - 12. We had to run our generator using natural gas for 5 days straight. Yes this was due to a hurricane but it was also largely due to negligence on the part of Centerpoint and lack of proper maintenance particularly tree trimming around power lines. I know they negated this maintenance first hand because I'm on the ********* of our subdivision and we asked to trim a section of trees right next to powerlines before the hurricane even existed. Not only was it not done but Centerpoint gave us a hard time just trying to put in that request. During the hurricane quite a few branches snapped and hit the powerlines in the area we have been requesting to trim. This is not right.I am asking for 2 things:1. Adjust my natural gas bill to remove any usage from July 8-12 2. Do your job and finally trim the trees as requested by the ************* HOA for the ************* neighborhood in ******** **. Powerlines/trees are located behind ***************** and along **** ** across from the subdivision.
Business Response
Date: 07/31/2024
Thank you for your response. The impact of Hurricane ***** on our Houston community was widespread, devastating homes and businesses, and leading to significant outages that frustrated our customers. We apologize to our customers who endured outages and were frustrated by our communications. To better address your concerns, our focus is on taking immediate actions to improve our future response and restoration efforts, and most importantly, to improve our customer- and public facing communications. We are working with urgency on an action plan to strengthen our systems resilience and improve our emergency response that will focus on resiliency investments, best in class customer communications and strengthened partnerships. We appreciate your patience while we work to achieve these goals.
Kind Regards,
CenterPoint Energy
Customer Answer
Date: 08/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
The response provided is pre-written / automated response. It did not address my 2 concerns at all.
1. I am asking for an adjustment to the latest gas bill since I had to use a lot to run a generator on NG for 5 days
2. I want Centerpoint to address the tree trimming request for our neighborhood. I am on the ********* and as mentioned a request was submitted by our property manager before ***** even existed. Nobody showed up to trim the trees and now that area had limbs on powerlines. Nobody has trimmed that area still after *****. Need someone to investigate that request and push it through.

Regards,

Business Response
Date: 08/02/2024
Thank you for your response. CenterPoint Energy is unable to provide any adjustments or credits for your natural gas account. Your request for tree trimming was escalated to our ********************************* A representative will contact you to address your tree trimming concerns, soon.
Kind Regards,
CenterPoint Energy
Customer Answer
Date: 08/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
"If Centerpoint can't adjust the gas bill then it is what it is but I'm not going to accept this as resolved though. Centerpoint has been negligent in properly maintaining their infrastructure which is a fact and that's the main reason why we went 5 days without power and had to use up all extra natural gas to run the generator. Now we have to pay Centerpoint for this which is ironic"

Regards,

Business Response
Date: 08/22/2024
Thank you for your response. We apologize for any inconveniences caused as a result of the outages associated with Hurricane *****. CenterPoint Energy is taking action now to improve our resiliency, customer communications and community partnerships, and better prepare for the next major storm or hurricane.
Regards,
CenterPoint Energy
Customer Answer
Date: 09/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

What is happening with the tree trimming request under reference #*********
It still has not been done

Regards,

Business Response
Date: 09/17/2024
Mr. ******* requested a credit on his natural gas bill due a natural disaster event, which caused his home to lose electric power. CenterPoint Energy is unable to provide any adjustments or credits for a natural gas account, as his gas service was not interrupted or impacted during the weather event. His complaint also mentioned the need for tree trimming in his neighborhood. His complaint was escalated to our ******************************** and when Mr. ******* was contacted, he informed us that he did not put in the initial tree trimming request, he was unable to provide any detailed information and he stated that was not the *** point of contact. He did, however, provide CenterPoint Energy with the name and number of the appropriate person to contact with the ***. Upon contact, said person was informed that the area was previously inspected and the tree trimming request was valid. The timeline provided was approximately 6-8 weeks, weather and workload permitting due to the large scale of trimming needed.

Customer Answer
Date: 09/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:07/20/2024
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'm having a hard time understanding why our power is out yet again and has been out since 10:40 this morning after we just got done with almost a week-long outage due to the storm in Houston texas. It's ridiculous that agents have all the information about your account but have zero info on why the outage occurred or exactly what's going on. Nor the can they provide customers any information as to how long it's going to take to come back on. This is ridiculous and we as customers should be able to get a little more informationbesides"we know you have an outage"....well duh, so do I. We should get more information than we are getting. Some of us have small ************* is too HOT to be in this unit.
Business Response
Date: 07/22/2024
Thank you for contacting CenterPoint Energy. We show there was an outage at the address provided on 7/20/24. Our records indicate the outage was due to a line fuse that caught fire and power has since been restored.
Please know that responding to customer outages and restoring electricity as safely and as quickly as possible is our top priority. Our crews are working around-the-clock to serve our customers and they will continue working hard in challenging conditions to make sure that our customers have power when and where they need it.

We strongly encourage you to enroll in our ******************** which provides real-time power updates and restoration times during outages. We apologize for any inconveniences this may have caused you.
Kind Regards,
CenterPoint Energy
Customer Answer
Date: 07/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Its baffling that its easier for me to get an explanation as to what happened when I file a complaint with BBB instead of being able to get the same explanation from the actual employees who work for the company that claimed they were clueless as to what was going on. Keep your apology. Ill be changing my service as soon as possible.

Regards,

Business Response
Date: 07/31/2024
Thank you for your response. The impact of Hurricane ***** on our Houston community was widespread, devastating homes and businesses, and leading to significant outages that frustrated our customers. We apologize to our customers who endured outages and were frustrated by our communications. To better address your concerns, our focus is on taking immediate actions to improve our future response and restoration efforts, and most importantly, to improve our customer- and public facing communications. We are working with urgency on an action plan to strengthen our systems resilience and improve our emergency response that will focus on resiliency investments, best in class customer communications and strengthened partnerships. We appreciate your patience while we work to achieve these goals.

Kind regards,
CenterPoint Energy
Initial Complaint
Date:07/16/2024
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.
Inability to provide electricity in a timely manner, have been without power for almost 2 weeks since hurricane *****
Business Response
Date: 07/17/2024
Thank you for allowing us to address your concern. We understand that a lot of people have been without power for several days and are counting on us to restore power. We remain committed to our plans to ensure power is restored throughout our service territory. Restoring power effectively and as safely as possible is our top priority. Based upon the companys progress since severe weather impacted our service area, CenterPoint Energy has confidence in its customer restoration expectations. Thank you for your continued patience as we complete repairs and work to restore power.
Initial Complaint
Date:07/15/2024
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.
My husband and I recently moved into a rental home in **********. We were referred to CenterPoint Energy as they are the only gas provider for our address. We originally were denied a service date due to Hurricane ***** in Houston. We finally got a service date set up and paid our deposit for gas services, yet we have been without our gas since our move in. Our service date keeps getting pushed back and we have been financially put out without the ability to use our gas powered stove and oven. The costs of ready made microwaveable meals and take out has been a terrible inconvenience to us. Not to mention the lack of hot water for showering, washing dishes, and washing clothes. A majority of Houston has already had their power and services returned on, but we still cannot get them to switch our gas on. The representatives from the company have been unhelpful and have not be willing to discount our gas services or assist us in the financial burden this has caused.
Business Response
Date: 07/22/2024
Thank you for contacting CenterPoint Energy. Our records indicate gas was connected at the address provided on 7/17/2024. Your original service order was rescheduled, as resources were allocated to assist with gas emergencies within our Texas service territory, due to Hurricane *****. As a courtesy, your connection fee of $40.60, was waived. We appreciate the opportunity to address your concerns and apologize for any inconvenience this may have caused.
Kind Regards,
CenterPoint Energy
Initial Complaint
Date:07/15/2024
Type:Billing Issues
Status:
UnresolvedMore 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 Energy has been told NUMEROUS times since MARCH 2024 to turn off the gas at our location as we ONLY WANT IT SEASONALLY! We have BOTH called AND sent written correspondence. Centerpoint CONTINUES to leave the gas on and keep charging us. We have been consistently paying even though we asked SINCE MARCH for it to be turned off.
Business Response
Date: 07/22/2024
Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced regarding service cancellation. Per our conversation on 7/22/2024 cancellation requests are unable to be accepted with mail in payments. Cancellation request can be submitted via our customer service team at 800-752-8036 or our self-service portal at centerpointenergy.com. A service cancellation order has been submitted for 07/23/2024. If you have any additional questions our customer service team at 800-752-8036 will be happy to assist. Kindest Regards, CenterPoint Energy.
Customer Answer
Date: 07/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I can't believe that Centerpoint Energy does not tell whoever it is that opens the payments to forward the turn off request to the appropriate department. How are we as consumers supposed to know all of your policies? I personally have called a couple of times and the hold time was unbearable! As mentioned previously, we sent more than 1 notice with our payments and have continued to receive bills. That is unacceptable and very poor customer service. We do NOT use gas in the summer and need it cut off and our account credited for the past few months that you have failed to turn it off. Once winter time arrives we will then get it turned back on as we only use it seasonally We began asking for it to be turned off back in March 2024 and it continues to be on.

Regards,

Business Response
Date: 07/25/2024
Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced regarding your service cancellation. Upon review of your account, we show that services were cancelled effective 7/23/2024. We offer the ability to start/stop service via our customer service team at 800-752-8036 or online at centerpointenergy.com via the self-service portal. We appreciate your feedback and will continue to work to improve upon the customer experience. Kind Regards, CenterPoint Energy.
Customer Answer
Date: 07/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]
What about crediting the account for the past few months since you were asked MORE than once to disconnect the service and failed to??? We are not responsible for the past few months as the gas WAS NOT USED and your company had been asked to disconnect yet refused. Your generic replies are not answering the question.
Regards,

Business Response
Date: 08/01/2024
Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. The options available to start/stop service are only available via our customer service team at 800-752-8036 or online at centerpointenergy.com via the self-service portal Kind Regards, CenterPoint Energy.
Customer Answer
Date: 08/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]
Need clarification that the company is waiving the past few bills since I was not aware of how to have the service disconnected AND the fact that I had sent written communication for 3 months AND called asking for the service to be disconnected. The company is continuing to send bills and I should NOT have to pay as we told them to disconnect. It's not my problem that they failed to follow through on our request for disconnect.

Regards,
Initial Complaint
Date:07/15/2024
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.
Center point energy has our address online as having had restored our power and it most certainly has not been restored. I am worried sick and haven't had power for a full week. This to me is an example of being lazy and lying to the customer and the public. What are me and my family supposed to do?
Business Response
Date: 07/17/2024
Thank you for allowing us to address your concern. We understand that a lot of people have been without power for several days and are counting on us to restore power. We remain committed to our plans to ensure power is restored throughout our service territory. Restoring power effectively and as safely as possible is our top priority. Based upon the companys progress since severe weather impacted our service area, CenterPoint Energy has confidence in its customer restoration expectations. Thank you for your continued patience as we complete repairs and work to restore power.

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This business has 1 alert

Complaints

Customer Complaints Summary

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CenterPoint Energy, LLC is NOT a BBB Accredited Business.