ComplaintsforCenterPoint Energy, LLC

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am extremely disappointed in the service I received from Centerpoint Energy when I contacted customer service to inquire about receiving a credit on my bill. Due to a devastating house fire and the tragic loss of my sister, I completely forgot to contact them to disconnect services. Despite the fact that my house was condemned and I was displaced from my home, they showed no empathy or understanding towards my situation. The lack of compassion and assistance from Centerpoint Energy in my time of need is truly disheartening.

  Business response

  09/18/2024

  Thank you for reaching out to CenterPoint Energy. We are sorry to hear about your family and the damage that occurred to your home. We have removed any billed charges from your account after 8/7/24. A new billing statement reflecting those adjustments should generate in the next few days.

  If you need anything else, please let us know.

  Best regards,

  CenterPoint Energy

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called CenterPoint to report a street light outage on August 28th and was told if it's just the bulb being replaced it would be three consecutive days to replace. I called back on Tuesday, September 3rd, and was told because of the holiday (Labor Day) someone should come out on Thursday, September 5th. I called again and was told if it's an underground matter it could take 3 to 4 weeks for repair. I told the lady I didn't think anyone came out to see if it was the bulb or an underground matter and she stated no one has come. I want this matter to be resolved because my mother is 97 years old and that corner is very dark at night.

  Business response

  09/16/2024

  Thank you for bringing this to our attention. Our records indicate the light was replaced on 9/13/2024. We apologize for any inconvenience this has caused. 
  
  Regards, 
  
  CenterPoint Energy

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I set up service for my new home in May. After multiple calls and Centerpoint not showing up, I called again and they told me I had to pay an $80.00 Deposit. I pulled over and used their automated service to pay via debit card. My bank statement shows the $82.50 debited on 6/26/24. Centerpoint connected my gas the next day. Ever since then, they have said I owe the $80.00 connection fee. I called the whole month of July to get help but due to Hurricane Beryl, they didnt have customer service agents. I then emailed and they said to fax, mail or email the proof of payment. I did all 3. Never heard back. Now they are saying they did an investigation and did not find a payment. I have called and the last agent yelled at me and hung up. I emailed back and forth and asked the agent where my payment went and they sent the same reply and put it in bold. "We have received your email about your misapplied payment in the amount of $80.00. Our records indicate there was an investigation case, and no payment was located. We suggest you reach out to your bank. We apologize for any inconvenience" I then attached the statement and asked where the payment went and they said "thank you". This is ridiculous.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Centerpoint overcharged on a security deposit and will NOT issue a credit or repay the money

  Business response

  09/09/2024

  Thank you for bringing this to our attention. We have completed a full investigation regarding your complaint, and we believe an adjustment is warranted. A representative has contacted the customer regarding the adjustment. We apologize for any inconvenience we caused.
   
  Kind Regards, 
  
  CenterPoint Energy 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was out of power from 7/8-7/17. was charged for normal usage. reached out to CenterPoint to have them check the meter. CenterPoint advised that I would have a technician come out within 2 business days and receive a call so I could be there. They did not come out for 6 business days and did not call until tech was onsite and nobody was home. I then called back to complain, and was advised I could get an outage letter to turn in to the " intermediary" company issuing the bills and that CenterPoint would be issuing credits in the following month. CenterPoint energy has issued no such credit, I was not allowed to turn in their letter as they advised. They not only did not deliver reliable power or promptly return power but they are also now charging people for the days they had no power. We had to go stay in a hotel, throw away hundreds of dollars of food, eat out every meal for over a week and then replace all the losses. CenterPoint has made clear that their way to make it right is to charge you for a service you didn't receive while also making you spend thousands of dollars for their service issue.

  Business response

  09/13/2024

  Thank you for allowing us to address your concern. It is important to note that all readings sent to your REP have been actual readings. According to the Tariff, CenterPoint is responsible for reading the meter on a monthly basis that follows the meter reading schedule. CenterPoint must also make all reasonable efforts to complete an actual meter reading versus an estimated reading. Please note, that as a customer receiving electric delivery service from CenterPoint Energy, you may view your hourly/daily/monthly usage data by enrolling in My Account Online (MAO) as well as view AMS daily readings using Smart Meter Texas. The portal displays daily readings as well as 15-minute interval usage information. We apologize for any inconvenience this has caused. 
  
  Kindest regards,
  CenterPoint Energy

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have. Tried reaching out to centerpoint energy pertaining to my solar panels.Apparently i'm supposed to receive a distribution number and order for Solar panels to start working with the energy company. I went with apparently they have not received anything from centerpoint nor have II have tried contacting them on several occasions, which are July the 22nd 2024, July, the 25th 2024 and August 4th 2024, and also on today, which is. August, the 26th 2024.And I still have not heard anything from them.It is costing me almost $6700 for my solar panels.And they're not working because I have not received a distribution number from them.Nor have my energy company that i'm going with

  Business response

  08/29/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. Upon further review it was determined that your initial concern was that you were not receiving solar credits from your energy provider. CenterPoint Energy is showing that you have been authorized since 2022 and meter readings indicate that the meter is capturing excess energy. A representative from our Distributed Generation team also spoke with you and provided additional resources. Kind Regards, CenterPoint Energy.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been calling the company since April 2024 to inquire about my budget billing program. Over the course of the last 12 months I was quoted for a budget amount that ended up being higher than the amount I needed to pay, and was accruing more money on my account than needed. In April I called to inquire when it would be adjusted and they informed me sometime in the summer months. In July I began calling back, because my total account credit was now nearing $300. I had multiple phone calls over the next two months, and totaled over 4 hours of time on hold or in conversation with them. I was told on July 26 they would be sending me a check for the credit. It is now Aug 27 and I have yet to receive a check, yet I was billed for August and the credit is no longer reflected on my August bill.

  Business response

  09/04/2024

  Thank you for reaching out to CenterPoint Energy. When your account was removed from the Budget program, an incorrect amount was reflected on your account (a debit balance was reflected instead of a credit balance). Your account has been corrected and it now reflecting a credit. A credit refund check request has been submitted and will be mailed to you. We apologize for any inconvenience this may have caused.

  if you have any additional questions, please feel free to contact Customer Service at 1-800-227-1376.

  Best regards,

  CenterPoint Energy

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/22/24, CenterPoint Energy turned off the gas to our home to replace the gas meter. There was no notification that this replacement was scheduled or that work was taking place. We received a voicemail after the work was complete stating that the gas could not be turned because no one was home. There was someone at home at the time, but there was no attempt to notify that person except by placing a note on the front door (verified by multiple cameras on the front of the house). We contacted customer service, and they indicated that the technician had tried to notify us by knocking on the door. The representative indicated that they could not send anyone to turn the gas on until tomorrow or the next day (8/23/24 or 8/24/24), so we asked to speak to a supervisor. The representative then indicated that she needed to fill out a form in order for us to do so, but that we would not hear from the supervisor for 24-48 hours. At that point, we verified via multiple cameras on the front of the house that the technician had not tried to notify us that the gas had been turned off or that they needed to contact us before turning back on. We contacted customer service again, and they continued to repeat the same information. This time, after telling the representative about the cameras, they indicated we were wrong. We again asked to speak to a supervisor and were given the same explanation about a form. Upon asking the representative if they could reimburse us for the day without gas and/or provide a hotel room, they refused. The conversation went in circles, the representative was very rude, and they eventually hung up on us. We are still without gas, and there is no resolution.

  Business response

  08/23/2024

  Mr. ****** is referring to the meter replacement program. CenterPoint Energy is replacing older gas meters under this replacement program as required by the Indiana Administrative Code 170.
  
  CenterPoint mailed Mr. ****** 2 letters advising that he needed to contact us to schedule a date to have his gas meter changed. The first letter was mailed to Mr. ******* home at ***** ******** ***** Noblesville, IN on 6/11/24 and the second letter was sent on 6/27/24. When a customer does not call to schedule an appointment, the letter does advise, “If you do not schedule an appointment for the meter replacement within 10 days of receipt of this letter; CenterPoint Energy will perform an unscheduled meter replacement. This unscheduled meter replacement will result in your gas service being turned off. You, the customer will be without gas service until you call CenterPoint and schedule a turn-on appointment. The turn-on appointment process can take up to three (3) days before gas service can be restored”.
  
  The gas meter was changed out on 8/22/24; due to no one being home, the gas service was not able to be turned back on at the same time as the meter replacement. The technician noted that he knocked three times and did not receive an answer; a door tag was left advising Mr. ****** he would need to contact Customer Service.
  
  Mr. ****** contacted Customer Service on 8/22/24 regarding his gas service being turned off. The agent (and a supervisor) advised Mr. ****** that due to no response to the letters that were mailed, the meter replacement was completed and the technician did not have access to complete the safety checks to turn the gas back on. He was advised that the next available date to have the service turned back on was 8/23/24. An order was scheduled for 8/23/24.
  
  The gas service was successfully turned back on 8/23/24.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After hurricane barrel, which made landfall in the Houston area on July 8, my neighborhood experience power outage for five days. It was fixed according to the line technicians. After that repair, multiple neighbors, including myself, experienced flickering lights in powered outages. I was using my electricity per usual and would experience the lights flickering while I was taking a shower or the appliances would go out for a two or three seconds. We experienced this for about two weeks. I then decided to call Centerpoint to have a technician come out and check it out. Not only the technician come in the middle of the night at 2 AM, but also woke me out of my sleep to request the gate code which was already provided when I made the request. After the technician completed their assessment I received multiple emails from Centerpoint stating that this case was under investigation. Since that inappropriate early-morning technician service, i’ve had no issues with the electricity distribution. My lights have not flickered not once. Then I receive my Electricity bill for the month of August and I see that I’ve been charged $109 although it looks like the work was completed and there was some kind of issue with the recent repair after the hurricane that was done on the behalf of Centerpoint. I don’t find that as a just cause to be charged $109 for Centerpoint to come out and do their job for errors that they made.

  Business response

  09/05/2024

  Thank you for contacting CenterPoint Energy. We have completed our investigation regarding your complaint, and we believe an adjustment is warranted. A representative from our Customer Service Department will contact you. CenterPoint Energy is working with your Retail Electric Provider to remove the fee of $109. We apologize for any inconvenience this may have caused and we appreciate your patience while we work to make the necessary corrections. 

  Kind Regards, 

  CenterPoint Energy 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Centerpoint for the purpose of installing a whole house generator. In planning for the installation, it was determined that the most economical plan would be to have a NEW gas line and meter installed from the service line running across the length of my backyard rather than tapping into existing gas line and meter located on the other side of my house and very distance from my electrical panel. I called Centerpoint in early July to send a technician out to evaluate my situation and render a cost estimate. I called Centerpoint on 3 July to initiate the digging and installation of new gas line and meter. I was told that someone would contact me in 5 working days. Understanding the hurricane Beryl disrupted Centerpoint’s plans, I did not contact them again until 17 July. I was told that someone would contact me within 72 hours. I was not contacted and I called again on 22 July. I called again on 23 July. I called again on July 26 and was given promise someone would contact me in 24 - 48 hours. I was not contacted and I called again on 30 July. I was again promised someone would contact me in 5 days. I was not contacted and I called again on 15 Aug. I was told someone would contact me in 24 hours. No one contacted me and I called again on 16 Aug. I was told someone would contact me within 12 - 24 hrs. No one contacted me. I again called today on 20 Aug. I am again promised to be contacted with 12 - 24 hrs.

  Business response

  08/30/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced in this matter. Upon further review we show that a representative from our Gas Operations team has been in contact with you and confirmed that the missing paperwork was received on 08/26/2024. The work order has been sent to construction on 08/27/2024. Kind Regards, CenterPoint Energy.

  Customer response

  09/19/2024

  [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.  
  
  
  
   
  

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