CenterPoint Energy
Reviews and Complaints

As potential customers considering CenterPoint Energy, it's important to approach with caution based on the mixed experiences shared by customers. While some have expressed gratitude for prompt service during emergencies, others have faced significant challenges. Issues such as delayed responses, high bills, poor customer service, and lack of accountability have been highlighted. It's advisable to thoroughly research and consider all aspects before engaging with CenterPoint Energy.

My furnace went out this week in sub zero temperatures. It took them 2 solid days to get out and fix it. My house was 46 degrees for 2 days! Day after it got fixed I of course had a pipe burst in my basement. Thousands of dollars of damage. Massive headache and expense. Wish so much I didn't trust them to help me when they left me hanging like that!

I am wring to state how disappointed we are with this company. During these tough times economically, we have tried NUMEROUS times to get help with waiving our security deposit with no success or acknowledgement. While I understand you want a "credit reference letter" stating we have paid gas on time for 12 months, our previous rental company refused to do one. In place of that, we provided you with 3 years of proof of on time payments through them to Conservice. We also were able to send another ledger showing the same from Conservice. I'm sure there are account notes of me calling in to speak to a supervisor multiple times. Each time when being transferred, the line would hang up. You would think that good customer service would have called me back to continue the call- no, that never once happened.

I recently had. Power outages on August 24 at 7 pm .I was getting text updates from center point and they kept pushing the repair back every hour then at 10 pm they tell us the lights will be back on at around 1 am that's 6 hrs with no electricity in the sweltering Houston heat. And to top it all off I had to go to work by 3 am so I literally didn't sleep all night then had to go straight to work. The power outages have consistently been between 3 to 7 hours easily always with the same issue- equipment damage

Worst Experience Ever!

We have paid for their total replacement plan for "YEARS" now, only to finally utilize an AC replacement. We had at least 4 visits the past year for service, always able to prolong the life by recharging.

At the end of last summer, we had one particular rep, Tou, who was very friendly and helpful condemn the unit, as the leak had gotten worse. With summer finished and unit still working (albeit internal leak) we were in contact with a Centerpoint Sales Rep (Brian) who said customers normally only have 90 days from unit being condemned to complete work, however he said he was able to UPDATE deadline to another 90 days later (we have paper copy of original quote and extended quote with new 90 day deadline), which made sense to us since the AC still worked and resulted in NO Risk like a leaking Furnace. Plus, with Brian's quote being around 8-10k, we needed to start saving money for this work!

Fast forward to this summer, 2023, as AC isn't applicable during winter.

The first service call we made this summer, Jason was the tech's name, had to put in 2 lbs of freon, $220 per pound, so $440 total. This charge didn't last long (month or so), so we decided to finally get it replaced utilizing Centerpoint replacement reimbursement (service we have been paying monthly for YEARS). This is when things took a NASTY turn!

We ended up speaking to the replacement plan manager, Deb, who was VERY CLEAR, we would no longer qualify for the reimbursement despite paying for the plan for YEARS. She said the sales rep, Brian, wasn't authorized to change/update the 90 day window to have work/replacement done. She even said our last service call, tech Jason, should've never been able to service the AC unit because it had been condemned the previous summer.

We are now out the hundreds of dollars per reimbursement to replace the unit, out the $440 per last service appt from Brian just months ago for 2 lbs of freon (as that service call shouldn't have been accepted by Centerpoint). We even shared how the sales rep said it wouldn't be a problem to extend the deadline, as who has $8-10k available (on hand) for an AC replacement in this economy?

How can you not have ANY flexibility on this supposed 90 day window, despite other Centerpoint sales reps promising us otherwise? Is it unreasonable for people to SAVE each month to generate $8k or so for this kind of work? 90 days isn't a lot of time for someone living paycheck to paycheck, which is why repair and replacement plans exist, as you're preparing as a safeguard incase someone EXPENSIVE happens.

This experience has been awful, unethical, and unprofessional. We certainly voiced our concerns to Deb, the RAP plan manager, including that we will be canceling immediately, as we have been prepaying for this service for years, and now that we finally want to utilize a bigger unit replacement like the AC or Furnace, are met with a bunch of BS.

I will be eagerly sharing these experiences everywhere I can! It's simply not ethical to deny customers an option when your own company had previously MISLED them, took hundreds and hundreds of dollars in repairs on the same unit, accepted service calls AFTER being condemned, etc.

BTW, we have ALL dates/times/names of everything that transpired over this past year, which will be shared as applicable.

We ended up having to get the unit replaced by a private party, someone who worked as a Centerpoint Service Tech for nearly a decade, and they confirmed all bad the business has become with treating customers and their own staff.

Please reachout for documentation PROOF or whatever else, as this isn't something we will let slide, based on principle and ethics alone.

Stay far away!

I am a very long time Service Plus customer who has been sitting in my UN-AIR-CONDITIONED home for 5 days waiting for Service Plus to complete the repair on my air conditioner. The technician's inability to remove the fan blade from my old air conditioner fan motor has resulted in a 5 day wait for Service Plus to repair my air conditioner. While here last Thursday the repair technician called in the part order and reported to me that the part was in fact already in town and should be delivered the next day, last Friday. The repairman told us there was currently no service backlog and he should be able to stop by and finish the repair on Friday. No part came Friday, Saturday, Sunday, and finally on Monday not one, but two identical parts came by courier. We immediately called to schedule the completion of our service call and we told there was now a backlog and the technician would not be able to come until today.

It is now 5 pm of the 5th day without air conditioning, it is just under 100 degrees outside and almost 90 degrees inside my home, and although all the parts necessary for the repair are sitting here, and have been since yesterday, there is no word from a Service Plus technician. In talking to the customer service representative, they are apparently not able to give me any idea of the technicians estimated time of arrival, nor are they able to contact the service technician or prioritize service calls in any way. I know this is untrue because my service technician told me Thursday, he could be called away for a gas leak at any time. Per the representative, "everything is an emergency". When I asked if that was the case, why would I have Service Plus for all these years? Her reply was "because it doesn't cost you anything.". Apparently, she is unaware how much customers pay for this service?

Due to several power outages some of my appliances are not turning back on because they were on being used at the time of outage which caused them to not work..

My 70’ TV had to be thrown away due to these outages (photos can be provided). Retail cost of TV 3K (Receipt available upon request).

This is awful & Centerpoint customers should be aware before power goes out. This way appliances are not in use at the time of being turned off.

One of your electric technician replaced the meter and noticed that the service entry cable insulation is rotting and about to touch each other. I was told to contact center point energy immediately. Yesterday while working in my backyard I noticed some spark whenever there is wind the tree branch that touches the service entry cable.

I called the customer service several times and was told that

In 1 week our power has gone out 3 times. Please have your repair people fix permanently instead of placing a band aid. Why do you hide any contact with your CEO when I emailed him it was returned saying I was blocked as a non approved contact. I am going to escalate this to the highest entity I can - if your organization doesn’t block me. We have no choice but to deal with your company- as a voter I hope to make that change.

In Houston, on April 18, 2023, at approximately 4:15 pm, a CenterPoint Energy truck was not far from me at Hwy 90 and Grand Parkway. It was Not in the turn lane to turn left onto Grand Parkway but turned anyway, cutting in front of another vehicle.

Then after it turned onto 1464, it was speeding and moved from the right lane to the left lane, nearly running into another vehicle.

Driving is hazardous enough without utility trucks thinking they own the road.

I am writing this letter to express my observations and opinions regarding the customer service policy of CenterPoint Energy (CPE): Very bad communication in both internal (between employees) and external (between CPE and customers). The bad communication protocol shows that CPE has no respect for customers.

Externally

In early January 2023 I had a gas leakage at my water heater. A hired a service technician suggested me to contact CPE because he detected gas leakage at the gas meter. A technician from CPE came and fixed the leakage. He also checked thoroughly around house for any other symptom. At the end, he informed that some body would come to replace my meter and an adult needed to be home. He did not know when and who would do the replacement but warned me: “They will come without notification!” We replaced the water heater on Jan 11

Two months later on Mar 8, 2023, we ran out of hot water at around 11 PM while I was taking shower. After many failed attempts to restart the water heater, I recalled the warning of CPE changing the gas meter without informing customer. I went outside and saw the gas meter was lying on the ground and the gas line was locked. I also found a yellow tag hanging on garage doorknob. The tag marked two items: “Connect your gas meter” and “Service line leading to meter” The tag also stated that the service was happened at 3 PM (see attachment).

The time was not true because we were home at that time. Our security camera and RING doorbell records showed that CPE technician arrived at 5:01 PM and left at 5:58 PM without reconnecting the meter. In that afternoon, we left our house at 4:55 PM for groceries at a market locate 30 minutes away. Without CPE’s notification, we did not know that our water heater was off until later that night. Fortunately, we did not need the heater last night.

Why CPE Does Not have a policy that requires service technician to contact customer in advance so the customers can prepare for the outage? I could stay at home or return while they are coming.

Why the service technicians did not record correct time?

Internally

At 7:30 AM on Mar 9, I contacted a dispatcher to report and requested an early reconnection of the gas meter. I requested an early service because there are a senior handicapped person and two other senior citizens in my house. She informed me that a work order had been placed to reconnect the meter yesterday (Mar 8th). She also advised that an adult needed to be home today when the technician turn on the gas.

That day, Mar 9, I had to postpone my doctor appointment to wait for the technician. I waited until around 6 PM but nobody showed up. I called the dispatcher again and she informed me “… nobody will come today.” Then I asked: “Why there was nobody coming?” She said: “I don’t know. Let me report to my supervisor.” After a short moment, she confirmed me that no body would come until tomorrow, Mar 10, to reconnect the meter.

Early morning on Mar 10, I called the dispatcher again for a confirmation of the gas meter reconnection. After listening to my story and looking at my record, she informed me: “Oh! The order was incorrect that was why nobody came to reconnect the meter yesterday.” She did not say what the mistake was, but she affirmed that a technician would come to reconnect the meter and turn on gas on today.

At last, a technician came at 3:03 PM and finished the installation. He also turned on my heater and water heater. Fortunately, we did not need to run our heater during the lockout. Otherwise, having no gas service to run heater for two days during cold weather season could cause health hazard consequences for old persons.

Why the technician who disconnected the meter placed the wrong order? Also, two dispatchers and the supervisor on Mar 9 could not see the mistake in the reconnection order after I explained and requested for the reconnection? Fortunately, the last dispatcher detected the error.

The bottom line: Allowing technicians come and leave a customer’s house to disconnect the gas line without informing the customer ahead of time shows that CPG disrespect its customers. That procedure is definately not acceptable! No notification policy of CenterPoint Energy violated the privacy of their customers.

PS. There was no payment in arrears.

I signed up for levelized billing last month and the paper bill said it would be $55 a month. My first bill is $69. I called to speak to customer service and the lady said that we weren't signed up for it. I said if we're not signed up for it why didn't I receive a past due amount on last month's bill because I only paid $55 on a $100 bill. She said "oh my god" in an annoyed tone and asked if we wanted to pay the bill now. Repeatedly asked this even though it's not due. I asked for a Manger. As soon as the call transferred we were hung up on. Absolutely appalling customer service

Service was disconnected and meter removed on 1/27/23. My daughter called and paid the bill and attempted to schedule reconnection/meter return for that day as she has a newborn in the home. She was on hold for approximately 3 (+) hours until it was too late to schedule the service. She called back after the weekend on Monday 1/30/23 and scheduled service re-connection for Wed 1/31/23 (next available date). On Wed 1/31/23, the re-connection service was not performed. No one showed up (we were told the appointment was between 8 am and 8pm). By 8 pm, no one came and Centerpoint office had already closed. My daughter called today to complain that no one came to return the meter and reconnect our service. She was told that, for some reason, the scheduled Wed appointment was not put in the system by the person that she spoke with on Monday. My daughter was told that tomorrow between 8am and 12 pm, the meter return and reconnection would occur. They requested her phone number and she would be contacted when they are enroute.

As it has been very cold these last few days and the Centerpoint personnel were repeatedly informed that there was a newborn child in the home with no heat, this should not have taken place. If the child gets sick, I feel it is a direct result of the lack of Customer service and care displayed by Centerpoint staff.
My email is [protected]@gmail.com

My husband & I have been trying to get through to someone to complain about our gas meter being taken away without warning & without a reason. He was told 3 different answers as to why. There is nothing we did that is fraud unless it was with someone with Centerpoint. How can we even do anything with a meter on our own? We have proof that we are current with payments. We use gas heaters to stay warm & we have a child at home. We do not have a leak nor or we moving. We have used Centerpoint Energy for years & now have a problem!

On [protected] at about 5:45pm were driving west on North Loop service Rd. at Yale. We pulled up next to Center Point truck #2962 which was now stopped at the traffic light. I asked the driver if he could shut off the yellow flashing lights while he was driving down the street, as it was blinding the vehicles behind him and causing a hazard. A dark skinned male, maybe in his thirties was driving and sarcastically told me he was on an emergency call and needed to operate those lights while driving on the road, in the middle lane. He had a complete disregard for Texas law and for those who were behind him being blinded by those bright yellow flashing lights. His actions or lack of were clearly causing a hazardous situation in traffic. His blatant disregard towards us and the safety of others that were driving behind him. Clearly reflect upon Center Point and the type of people they employee. Those yellow lights are to warn others they service people are working in the area. They are not to be used as if he was driving an authorized emergency vehicle like the police for fire department.

On or about December 15, 2022 I called to report an incorrect billing because it was 6 times more than the previous month, and the weather was not that cool!
On December 15, 2022, I checked my meter #[protected] and it read 5724.
My BILL for this same meter had a reading of 9284 on December 2, 2022!
My usage on that bill was 177 ccf’s, which was extremely high…the usage, not the price.

And how could my reading go DOWN over 3500 ccf’s? Obviously there was a problem with the meter/billing, AND I WAS BEING OVERCHARGED! And for how long was I being overcharged?

Centerpoint ordered a technician out to read my meter. On December 27, 2022 he arrived and agreed that the meter reading on my bill was wrong, and he reported his finding on his work order, and commented that an adjustment should be made to my bill. I took pictures of the meter, the meter reading, and his comments on his work order.
On December 28, 2022 the same technician returned and removed that meter and installed a new meter #[protected], with a reading of 4586. The final reading on the old (removed) meter was 5812. I have pictures of both meters with the meter numbers and meter readings and date and time stamped.

I have been keeping a daily log with pictures of my meter readings since December 15, 2022.
My most recent bill included both the old meter reading and the new meter reading. The new meter reading was okay. But the bill included the old meter reading and that figure is unacceptable because I don’t know where it came from! And, I do know that it was also wrong!
Since I have kept track of my usage since December 15, 2022, I know I only used 98 ccf’s until their reading on January 4, 2023. This is the correct usage from the old meter of 88 ccf’s plus usage on the new meter of 10 ccf’s.

I used 98 ccf’s between December 15, 2022 and January 4, 2023. That’s a fact, and I agree. During this 20-day period, we had the 4 coldest days in years…and I only used 98 ccf’s.
However, my bill for the old meter would indicate that I used 100 ccf’s in the 13 days from December 2, 2022 until December 15, 2022. (198 ccf’s total usage on bill less 98 ccf’s I have recorded and factual, equals 100 ccf’s.). This is also outrageous!
Now think about that using common sense. It is a fact and I agree that I used 98 ccf’s over 20 days…the coldest days in years. But yet according to my bill I used more than that in the previous 13 days, much warmer days. It doesn’t make sense. You would have to believe I used more ccf’s in almost half the amount of days…get real!

Again, I have pictures and a log of my daily usage. I also have acquired the daily weather recorded for every day in November and December 2022. And, by comparing those daily temperatures to what the old meter usage reported on my bill was, there was definitely a major problem with that meter, and I was being overcharged! And by a large amount on the usage, not the price, but the usage! I understand the differences between usage and price.
What happened to the technician’s work order? W.O. #S000105895832 in which his response back to “the main office” was, and I quote, “…63404 MTR. [protected] RD. 5804 THE METER READING ON THE WORK ORDER IS NOT CORRECT. THE CORRECT READING IS, 5804. PLEASE ADJUST CUSTOMERS BILL. 12-27-22”. I have a picture of this also.

I have called and called and called about this discrepancy, and have gotten NO satisfaction or even an indication that anything is being done. The response I get is that it is “under investigation”. It has been well over a month and nothing has been done about this huge overcharge that I was billed, and paid.
I am due an enormous Refund! Somewhere in the amount of 3400 ccf’s, however you figure it.
I need someone to do something to resolve this matter and soon.
Who is responsible for the meter readings and their accuracy? NOT ME!
1-18-23

Acct [protected]

I have lived in my home for over 22 years and have never looked at my gas meter, or even questioned the readings or billings…. until December 2022 and my bill jumped 6 times what is what in November. I understand the price of fuel has skyrocketed, but I’m talking about the usage! So, I read my meter for the first time in 22 years. On December 15, 2022 my meter (#[protected]) read 5724. My bill for the period ending December 2, 2022 for meter #[protected] read 9284! I didn’t receive my bill until December 13, 2022 and called about it on December 15th. That’s when I first read my meter. So, the bill had a reading of roughly 3600 ccf’s MORE than my actual meter. I have pictures to document all of the readings since December 15, 2022.

A Centerpoint technician came out on December 27, 2022, and he agreed with my readings and he reported back on his work order that customer needs an adjustment to her bill. I took a picture of the work order with his response. The next day he came and replaced the meter. When I called about it, the accounting office said my case is closed and they refused to give me an adjustment. Centerpoint Energy OWES ME A LOT OF MONEY! I have kept track, with pictures, everyday of the readings. The new meter reading on my latest bill is only off by 1 ccf’s. I should be compensated for the outrageous overbillings over the last almost 23 years! And your accounting department needs to be audited. I have complained and have gotten no acceptable responses.