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

426 total complaints in the last 3 years.
148 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:04/11/2024
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 making a formal complaint against CenterPoint Energy P.O. Box 4849 Houston, Texas 77210-4849 They overchaged me on my April 11, 2024 bill to the amount of $363 USD when it should have been $167 USD I appreciate your attention to this matter. P.S. I want my account toshow proper balance, in my bill deated May 2024.
Business Response
Date: 04/16/2024
Thank you for reaching out to CenterPoint Energy. In review of your account, the February billing statement had an amount of $165.14 due by 3/14/24. We do not show that we received a payment toward this balance before the next bill generated. The March billing statement generated on March 25th for a total of $319.48; this included the past due balance of $165.14 plus current charges of $154.34. We did receive a payment of $167.00 on April 5th which covered the past due balance and another payment of $152.48 that covered the remaining account balance. You currently do not owe a balance until your next billing statement generates.
If you have any additional questions, please feel free to contact Customer Service at 1-800-227-1376.
Best regards,
CenterPoint Energy
Initial Complaint
Date:04/10/2024
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.
CenterPoint is the only gas provider to a home I own that is not a primary residence. I had a change of banking that caused the auto billing to be cancelled. Notification we mailed to the service address as opposed to the billing address (the PO Box ******). Once the error was discovered, CenterPoint would not allow to reinstate the automatic payment. To ease the process I prepaid an amount greater than two years of gas payments, $1000, and was told by a Mrs Cooper on Dec 27, 2023 that she would resolve the issue. After multiple call she as done nothing nor has there been any change on the part of CenterPoint Energy. This a bad "policy" and simply standing behind "policy" and not offering customer service is a thin veil of corporate side stepping. This is exacerbated by the fact that I have no other options for gas service.
Business Response
Date: 04/11/2024
Thank you for contacting CenterPoint Energy. Please see the attached letters that were mailed to the correct P.O Box address listed on your account. As a courtesy, one NSF charge was waived. CenterPoint Energy's policy states that a customer's auto pay can be reinstated 12-months after the initial return payment fee was charged. Your account will be eligible for re-enrollment in December of this year. Currently, the account has a credit balance of -$949.44. We apologize for any inconveniences.
Kind Regards,
CenterPoint Energy
Initial Complaint
Date:04/10/2024
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.
Centerpoint has continuously told us our home area receives "dirty electric" which means we get power outages all the time. We had a power outage Monday night, 4/8/24 for no apparent reason and again early this morning, 4/10/24, due to storms. I understand, but I called several times because my Mom has a pacemaker and an electrical device that she needs for that pacemaker. The customer service rep ******** told me they are aware of it and are awaiting on a crew. I asked if this could please be expedited, seeing as they are aware she has to have electric, and she told me no. They will not expedite to one area just for one person. What kind of people are these? An elderly woman needs her pacemaker for her heart and centerpoint just says no??? We endure power outages so frequently that we have had major damage to appliances of which we've had to replace several times. All we have asked is to come out and repair the bad poles and lines in our area so this doesn't happen so much, and to no avail nothing has been done. This is a despicable company that needs to start being proactive and fix all the issues they are aware of instead of reactive when people lose power. I spent 34 years in the northeast, most of my life, and in all the snowstorms, freezing rain, sleet, blizzards, we never lost power half as much as I have at my current residence for little over 5 years. Centerpoint can pull my account records and see there are more power outages in my area than are necessary if they would just fix their old worn broken equipment.
Business Response
Date: 04/19/2024
Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. The Service Consultant for your area has confirmed that you have been contacted directly and an explanation of the most recent outages and the causes for your area were explained. An upcoming inspection has been planned for 4/22/24. Upon completion you will be notified of their findings and timelines for any repairs that need to be made. If you have any additional questions our customer service team at ************ will be happy to assist. Kind Regards, CenterPoint Energy.
Customer Answer
Date: 04/22/2024
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.

[Provide details of why you are not satisfied with this resolution.]
Centerpoint has apologized 100's of times about the so called inconveniences and still refuse to address the problem. We have followed the entire electric line that attaches to our property and have advised them of all the old broken leaning poles, trees caught up in the lines, as well as lines that are not taut. Again, all we ask is they correct all of those issues. We've been told that the trees are not their responsibility, however, if they interfere with the power lines and consistently cause those of us on this power grid per say to lose power several days every month, who's responsibility is it? They need to stop making excuses, do the job they committed to, and just fix the issues.

Regards,

Business Response
Date: 05/10/2024
Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. An inspection of the equipment was performed on 04/22/2024 and resulted in the replacement of a transformer and pole. If there are trees in your area that are close to the utility lines, please report this information to our customer service team at ************.If you have any questions, please contact customer service. Kind ****************************.
Customer Answer
Date: 05/29/2024
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.]

Regards,

Centerpoint seems to be the only electric company in which always has issues. *** customers appear to be ok and why is that? ********************** out and out refuses to fix their shoddy equipment!! Today is May 28th, 2024, I have lost power 11 times this month alone!! 11 times!??? Are they seriously going to claim it is the weather!!! We lose power in calm weather, stormy weather, sunny weather, mild shower weather.... no matter what the weather we lose power at least twice a week!! Someone has to do something about this! It is 100* outside and no A.C. again and centerpoint could care less about any of us not living in a city!!
Business Response
Date: 06/06/2024
Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced during this unprecedented weather event. Storms with strong winds have caused significant damage to CenterPoint Energy's electric system and affected a great portion of our electric territory. Our technicians have worked diligently to restore power to our customers as quickly and safely as possible. Upon further review we show that previous outages in your area were weather related. We are working towards repairing our equipment as well as working towards additional improvements that can lessen power outages in the future. Kindest Regards, CenterPoint Energy.
Customer Answer
Date: 06/11/2024
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.]
They have promised to fix the problem for 5 years and it has yet to be resolved. 15 power outages a month is not acceptable for anyone and they can not continue to blame the weather for all of them. Some, maybe, but the people on this one circuit have been enduring monthly power outages in the double digits for many years. We are compiling a petition at this time to submit to Centerpoint, BBB, and the public utility commission. As soon as I have the hard copy I will forward to all. We are all hoping that it will help them see and understand the detriment their equipment had caused for many many years.
Regards,
******** Loveday

Business Response
Date: 06/19/2024
Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced during this unprecedented weather event. Storms with strong winds have caused significant damage to CenterPoint Energy's electric system and affected a great portion of our electric territory. Our technicians have worked diligently to restore power to our customers as quickly and safely as possible. Upon further review we show that previous outages in your area were weather related. We are working towards repairing our equipment as well as working towards additional improvements that can lessen power outages in the future.

Kindest Regards, CenterPoint Energy.
Initial Complaint
Date:04/09/2024
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 had requested a change of service because I was moving on Nov 4th. 2023. Had the service change set for Nov 10th. 2023. Fast forward to now April 9th. 2024 every gas payment that I have made from November until current has been on my old address and not my current one. When speaking to customer service they claim it is not their policy to mention that the gas needs to be turned off at the previous residents before I move, even though I had requested the change of service and had the change over pre-planned. They claim they have no record of me calling but yet Ive been told by multiple people they do see the original call on the 4th. and that my application for change was submitted on the 4th. They tell me they have pulled the calls but theres no record but when I ask to hear them as well I get no response. Ive been told time and time again a supervisor will reach out but nothing. Ive currently paid 408.75 to cover my gas bill but because of their mistake they are still saying I owe 443.43 because everything that I have paid has gone to my old address. My previous address was **** **** ****** *** My current is **** *******. I need some sort of resolution as this has been going on for weeks and even though I have paid. When speaking to customer service today, April 9th 2024, they had said they see a record of esclations but no follow-ups or anything. I have recordings of all converations Ive had with the company.
Business Response
Date: 04/12/2024
Thank you for reaching out to CenterPoint Energy. In review of the account, the request to start new service at the **** ******* **. address was submitted via an online request on 11/1/23. The online request was assigned a case number of *******. This case was worked by an agent on 11/4/23. The case only requested to start new service; it did not request to stop the previous service. The agent scheduled the move in order for 5*** ******* *** on 11/10/23 since that was the request date in the online case. We do not show that we received any move out requests for the address of 3*** ** ****** Rd. either by phone or by an online request until you called Customer Service in March 2024 regarding receiving a disconnection notice. At that time, an order was scheduled to have the service at **** ** ****** *d. taken out of your name on 3/26/24.
Due to receiving no request to stop service prior to the 3/26/24 date, the charges are valid. If you have any additional questions, please feel free to contact Customer Service at 1-800-227-1376.
Best regards,
CenterPoint Energy
Initial Complaint
Date:03/26/2024
Type:Product 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've been charge $109x3 for service calls for a power outage for my unit due to unknown reason still. calls were made by one of the leasing agents at my apartment complex but I'm the one stuck with the bills. I reported this issue last month to the company and still no resolutions.
Business Response
Date: 04/05/2024
Thank you for contacting CenterPoint Energy. Our records indicate the account was charged 2 fees of $109 each. The investigation has concluded that the fees are valid and are associated with outage calls from 2/22/2024, for your address. No adjustments are warranted on the account. We apologize for any inconvenience.
Regards,
CenterPoint Energy
Initial Complaint
Date:03/25/2024
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.
Centerpoint is charging over $6.00/Mcf for purchased gas when the actual cost of gas has been $2.50 for the last year. They are required to provide information to allow customers to verify the charges but when I asked for a list of persons and companies they buy gas from and the volumes and prices actually paid, they will not provide it. I want a 50% refund of the last year's bills, $450, or one month's data containing the information I seek, ie., a list of persons and companies who sold them gas from and the volumes and prices actually paid to each.
Business Response
Date: 03/26/2024
Thank you for allowing us the opportunity to address your concerns. We apologize for any inconvenience you may have experienced regarding this matter. An explanation of charges is listed on the left side of your bill. Any additional information is available in the tariff listed on CenterPoint Energy’s website. We value our customers and are happy to assist in any capacity we can, however, there is some information that is for internal use only. Please visit centerpointenergy.com to view our tariffs. If you have any additional questions our customer service team at 800-752-8036 will be happy to assist. Kind Regards, CenterPoint Energy.
Customer Answer
Date: 03/30/2024
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.
The company offers no explanation for why what they charge for purchased gas is so much higher than spot price. And they refuse to provide a list of persons they buy gas from. Centerpoint is a utility without competitors, such information should be open to the public.
Regards,
Tom ******

Business Response
Date: 04/09/2024
Thank you for allowing us the opportunity to address your concerns. We apologize for any inconvenience you may have experienced regarding this matter. Our rates and tariffs are available online at centerpointenergy.com. In addition, the billing definitions are listed on your bill on the left side. CenterPoint Energy does not add any additional mark up for the cost of gas, however, as the market changes the cost of gas fluctuates as well. If you have any additional questions our customer service team at 800-752-8036 will be happy to assist. Kind Regards, CenterPoint Energy.
Customer Answer
Date: 04/16/2024
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.

In order to verify the company's rates for purchased gas, which are more than twice the spot cost of gas, I asked for a list of persons and companies CenterPoint buys gas from, and the volumes and prices actually paid. The company simply restates its position, without evidence, that its rates are correct. Until evidence is provided, I still want half my money back.

Regards,
Tom ******

Business Response
Date: 04/23/2024
Thank you for allowing us the opportunity to address your concerns. We apologize for any inconvenience you may have experienced regarding this matter. We understand your concerns and have previously explained that our rates and tariffs are available online at centerpointenergy.com. The billing definitions regarding customer charges are also listed on the left side of your bill. As originally stated, CenterPoint Energy does not add any additional mark up for the cost of gas, however, as the market changes the cost of gas fluctuates as well. CenterPoint Energy is unable to provide any internal billing information that is charged to CenterPoint Energy directly. If you have any additional questions our customer service team at 800-752-8036 will be happy to assist you with billing questions billed to you. Kindest Regards, CenterPoint Energy.
Customer Answer
Date: 05/08/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Company is not responsive, is simply repeating itself. This the the third time they have done this, I believe it is a strategy to make you give up on complaining.
Initial Complaint
Date:03/22/2024
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.
Over the past 12 months, my neighborhood has been without power numerous times, and the response from Centerpoint has been pathetic. If they can't get electricity running on a sunny day within a few hours, they need to hire more people. As it is, they usually take close to 24 hours if not more than that. By then everything in the refrigerator is spoiled, and I can't use my CPAP at night. The company owes its customers much better service than they provide, and they should be required to provide monetary recompense to costumers when their problem resolution time exceeds some predefined period.
Business Response
Date: 04/01/2024
Thank you for allowing us to address your concern. This complaint was forwarded to the appropriate Service Center. The Service Area Manager spoke with the customer to address her concerns. She has the appropriate contact details if she has any further issues. We apologize for any inconvenience this has caused.

Kind regards,

CenterPoint Energy
Initial Complaint
Date:03/20/2024
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 am trying to reconnect the service for gas on our property however the technician left right when I arrived the property. I arrived in my property within 30 minutes window which which I selected when I received their call. Technician just ignored my plead to work on it since I already arrived however he left.
Business Response
Date: 03/26/2024
Thank you for allowing us the opportunity to address your concerns. We apologize for any inconvenience you may have experienced regarding your service. An explanation of charges is listed on the left side of your bill. Any additional information is available in the tariff listed on CenterPoint Energy’s website. We value our customers and are happy to assist in any capacity we can, however, there is some information that is for internal use only. Please visit centerpointenergy.com to view our tariffs. If you have any additional questions our customer service team at 800-752-8036 will be happy to assist. Kind Regards, CenterPoint Energy.
Customer Answer
Date: 03/28/2024
[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:03/18/2024
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.
The issue: for the last two months we have received bills for a home that we no longer own or have not owned in 5plus years. We cancelled our service on 10/01/2018 when we sold our home to the new owners. When we called to cancel our service we let them know that we had sold the home and would no longer be responsible for the bill. Apparently someone did not take off the RTO agreement when we cancelled on 10/01/2018 so your company is not trying to say that we owe for bills on a home we no longer own or have not owner for years! When we tried to get this resolved they said we need to fill out an agreement to say we were removing the RTO - so I filled that out and today I received another bill! The date on the bill says march 14th of 2024. Again we have not owned the home since 2018!! I’m not sure what else we need to provide? A bill of sale? Deed? I just know I will not be paying for electricity on a home that I no longer own. Would you pay it on a home you don’t own or have stepped foot in on years?
Business Response
Date: 03/25/2024
In review of the account, we show Mr. **** contacted Customer service on 2/26/24 regarding the gas service at **** ***** **** ******* **. The agent explained that Mr. **** had a RTO on file that automatically reverted the service back in his name on 1/24/24. The agent scheduled a turn off order for 2/27/24 and advised Mr. Drum he would need to send his request in writing to remove the RTO on file. The gas service was successfully turned off out of Mr. ****** name on 2/27/24.

Mr. **** had a RTO on file for the address in question. The service reverted to his name on 1/24/24 and remained in his name until 2/27/24. The total owed for that time frame is $129.08 (we have removed $3.15 in late payment fees as a courtesy).

The written request to remove the RTO was not sent until 2/26/24; the RTO was removed on 2/27/24. We have attached the confirmation letter that was sent when the RTO was established on the account in 2012. The confirmation letter does state, “If customer fails to provide written notice of the removal of any rental units from Exhibit A customer retains responsibility for service for such units under this agreement.”

The charges of $129.08 are valid because we do not show we received any written request to remove the RTO on file until February 2024.
If you have any additional questions, please feel free to contact Customer Service at 1-800-227-1376.
Initial Complaint
Date:03/18/2024
Type:Product 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.
CenterPointe Energy shut off my gas on Monday March 18th, when the temperature was predicted to be a high of 37, with a windchill in the low 20s without notice. I have not received a bill from them since January when I paid them for the service. I paid the balance due and asked for reconnect, they refused to send someone out to reconnect. They refuse to call and check, nor did they knock just disconnected without notice. They say I'm supposed to know something was off and should have called to get the information. If I don't received a bill and how am I supposed to know that I was not paying. When I got the disconnect paper on the door, I immediately called and jumped online to try and find my account. I created an account and found out that I had not paid and immediately paid and called to have it reconnected. They refused to reconnect on the same day saying that everything was full then said that I will check the schedule once you pay the reconnect fee. I paid the fee and they said they would check availability for tomorrow and I questioned them about checking the availability for today and they said they already did. I asked why they didn't know the availability already if they had checked before and she said I cannot check until you pay for the reconnect. This doesn't make sense if they were able to check before, they want their money up front but don't call or give a courtesy call. Customer service is gone is all about the money not about the customer and it became clear in their efforts to help on the coldest day of March.
Business Response
Date: 03/25/2024
Thank you for reaching out to CenterPoint Energy. In review of the account, we do show that the February billing statement generated as a disconnection notice. Since the past due balance was not paid, the service was subject to disconnection at any time. By the time the reconnection amount was paid on 3/18/24, there was no more availability to reconnect the service the same day. We apologize for any inconvenience this caused. We do show that the bill was mailed to ***** ******* **** *** ************ **. If at any time you do not receive a bill, you can contact Customer Service to obtain account information or request a bill copy. You can also view your bills on our website once logged into your online account. If it is more convenient, we do offer an e-Bill billing option where you can have a notification emailed to you every month when your bill is ready to view instead of it be physically mailed.
Best regards,
CenterPoint Energy
Customer Answer
Date: 05/01/2024
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.

They never contacted me about the process and bill was lost in the mail. No responsibility on their part.....all other companies I deal with will call when delinquent on the account. They are the only company that does not.

Regards,

Business Response
Date: 05/03/2024
Thank you for reaching out to CenterPoint. Our monthly billing statements provide the notice if an account is past due and subject to disconnection; outbound calls are not provided for past due accounts. If at any time you do not receive your monthly billing statement, please contact Customer Service at 1-800-227-1376 and a representative can provide the bill information or send a duplicate copy of the bill.
Best regards,
CenterPoint Energy

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CenterPoint Energy, LLC is NOT a BBB Accredited Business.