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CenterPoint Energy Reviews (269)

Initial Business Response / [redacted] (1000, 8, 2015/11/10) */ November 10, Mr [redacted] Minneapolis, MN 55434- Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your reimbursement claim for the Replacement Assistance Plan (RAP) contract at your property at [redacted] , Minneapolis Minnesota As your complaint states, your RAP claim for reimbursement for the replacement of your refrigerator was denied by our office due to your recent change of service addressI have reviewed your account and determined that your RAP claim may have been processed in error Please resubmit your RAP claim documentation to me directly at: Robin H CenterPoint Energy [redacted] Minneapolis, Minnesota 55459- Upon receipt, I will ensure that your RAP claim is processed by management as quickly as possibleI look forward to hearing from you Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/20) */

I am a year old female in good shapeThe reason for contacting the Circulatory Center was a varicose vein from my pregnancy that caused me daily painI contacted the circulatory center in hopes of curing thisI tried scheduling my pre procedure appointments TWICE, but never recieved a call back from a nurse to confirm my preventative measuresThe third time, when I finally was scheduled to start coming in for pre treatment appointments, I was supposed to get information in the mail regarding these appointmentsI never received this after asking them to resend it twiceThe appointments were very uninformative and I actually had no idea what was going to happen at the procedureThe procedure went well according to the doctorThe doctor and nurse were informativeAfter the procedure, I was scheduled for a follow up two days laterI was on pain/inflamation meds and wore my stocking as directedMy leg felt sore, but nothing out of the ordinaryI wore my stocking for two days over what the minimum directives were because it was so painful not toI am weeks post procedure and I experience MORE pain and discomfort than I did before the procedureI contacted the circulatory center weeks ago because of the pain and was advised that this can be normal; however I should have had another follow up scheduled to check on everythingI told the nurse that no one has scheduled me a follow up and the only thing I was supposed to schedule was another procedureThe scheduling rep (who never mailed me the inital information on appointments) finally contacted me two weeks ago and left a voicemail saying the scheduling system is back up so they can schedule my follow up nowShe has contacted me again since then; however I'm definitely not calling backI feel that they are very unprofessional, unorganized and don't prioritize the health of the patientsI had a very poor experience with the Circulatory Center

August 31, Ms [redacted] size="3"> [redacted] Chaska, MN 55318- Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disputed charges on your account at [redacted] **, Chaska, Minnesota As noted in your complaint, CenterPoint Energy installed a new gas line and meter set at your property in October Since that time, you have been invoiced for the basic customer charge each month (approximately $per month), although you have not used any natural gas during that time frameCenterPoint Energy records also show that you discussed this issue with our staff on multiple occasions during this time, and that our representative agreed to remove the outstanding balance ($35.83) to resolve this issueAt this time, the natural gas meter at your property has been disconnected and your account has been closedI have credited your account for the unpaid balance of $I would like to apologize for the lack of information you received previously regarding the options for maintaining natural gas service (and associated charges) at your propertyIf you have any further questions regarding this issue, please contact me Sincerely, Robin H Regulatory Liaison CenterPoint Energy

Centerpoint turned off my gas today to perform repairs, something they were doing throughout our neighborhoodI received an e-mail indicating I need to be home so they can turn the gas back onAs if I can take off work because they decided to work on this, but I obviously understand the need to ensure everything is safeHowever, I called to setup a time for them to come over in the evening when I know I will be home and was informed I could not make an appointmentI must be home first, then call and wait around until someone decides to show up to turn my gas back on, which could be well after midnight This is absolutely unacceptable! If they are going to initiate the problem, they should be bending over backwards to work with me on getting my gas back on!!!

June 3, Mr [redacted] Minneapolis, MN 55408- Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of the air conditioning system by Home Service Plus (HSP) at [redacted] ***, Minneapolis, Minnesota CenterPoint Energy records show that your air conditioning “mini-split” system was sold and installed by HSP in July HSP has made multiple repairs to this system since installation, but in May 2016, HSP technicians found that the appliance may be unrepairable, due to the fact that required parts are no longer manufacturedHowever, multiple HSP technicians returned to your property on June to further investigate this issue and repair the appliance, which was successfully repaired and tested to function properlyPlease note that the total cost of these repairs (parts and labor) was $1,436.17, but that you were charged for only the cost of your HSP Repair PlanIf you have any further questions regarding this issue, please contact meSincerely, Robin H Regulatory Liaison CenterPoint Energy

I am rejecting this response because: I spoke with Greta [redacted] (who, for the first and only time, called me AFTER the Revdex.com complaint was submitted)And, what she meant by the "investigation revealed" (in their letter) is that the "Technician said" the leak was caused by a "pin hole" in the rubber connector hoseIt's questionable that any claim, especially one of this amount, is left to the "word of the Technician" to determine liabilityNO "investigation" was conducted, and in addition to their very poor communication, that is our main complaintGreta [redacted] cannot tell me whether or not the video (we provided) was watchedWhenever CenterPoint Energy (HSP) will review the attached video, they'll find that the connector hose their Technician claims is responsible for the leak, isn't even leaking water (which can even lead to the conclusion that the Technician is possibly responsible for putting the hole in the hose when disconnecting it from the pump/motor)From their response letter, I strongly reject that "CNP provided service and will not consider reimbursement of months of service call fees." Here's why: 1) this was our very first service call, 2) the service wasn't satisfactory (as the dishwasher still doesn't work!!!), and 3) according to the law, if "service insurance money" is collected and the customer isn't satisfied, those fees are due as a refundSo while she is correct that they "provided service," it's not near correct that it was satisfactory service (otherwise there wouldn't have been service calls and a dishwasher that still does not work!)Sincerely, [redacted] ***s (PS - It would be nice if a company that has collected this much money from us could get my name right it's spelled different ways in their letter - [redacted] and [redacted] - BOTH wrong!)

Thank you for your patience in our response regarding Revdex.com Complaint# # [redacted] for Ms [redacted] located at the address of [redacted] in Pasadena, TX According to our records gas service was interrupted for a past due balance of $The amount required to have gas service restored consisted of the past due amount of $51.88, reconnect and collection of fees of $60.00, overtime fee of $for a minimum of $158.88, not including the current monthly October charges of $for a total of $Ms [redacted] made payment in the amount of $with a remaining credit balance left of $ Please understand when the technician arrived to reconnect the gas service on 11/7/at 10:p.m., he found the porch light off and no one answered the door; therefore canceling the order leaving the premise Ms [redacted] contacted our contact center once more to inquire about her reconnection of gas service; thus our CNP field technician safely reconnected the gas service one minute past midnight We apologize for any inconvenience you may have experienced as a result of the time frame to have services reconnectedWe have gladly reversed the overtime fee charged in the amount of $47.00, leaving Ms [redacted] ’ s gas account with a remaining credit balance in the amount of $ We thank you for the opportunity to address your concerns in this matter Sincerely, Shauntee [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/11/20) */ November 20, Mr [redacted] DA [redacted] Savage, MN 55378- Mr [redacted] : This letter responds to your complaint to the Revdex.com of Minnesota (Revdex.com) regarding the installation of new gas service at [redacted] , Minneapolis, Minnesota CenterPoint Energy records show that the application for new gas service for the above property was received on October 6, 2014, and that payment for the installation was received on October Typically, new service installations are completed within six to eight weeks from the time that the application (and payment) was receivedBecause service was installed at the property this week, we were still within the promised timeline for service installation I would like to apologize for any inconvenience that you may have experienced as a result of this issueHowever, because service has now been installed, CenterPoint Energy considers this matter resolved Please contact me if you have any further questions regarding this issue Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted]

Paid to reconnect our serviceThey said they'd be out in three days and on the third day they would be here between am and pmThey never showedIt is illegal to not have gas service when used for heating at this time of the year and now being Friday, they surely will not be out to turn on my heat any time soonI am so irate by the practices of this monopolizing companyYou'd think that with all the money they are stealing from their customers that they'd be able to simply turn on my gas when paid for it but I suppose that would require for the company to actually do what they say they will

Initial Business Response / [redacted] (1000, 5, 2014/06/11) */ June 11, [redacted] StPaul, MN Dear Mr [redacted] : This letter responds to your recent complaint to the Revdex.com of Minnesota (Revdex.com) regarding service for your air conditioner Due to the recent temperatures, Home Service Plus has experienced an extraordinarily high call volume recently, as you note in your complaintHowever, I see that your air conditioner was repaired by our technician on May 31, 2014, who found that the blower motor required replacementThe cost of this repair, $328.85, was covered by your Home Service Plus Repair Plan In light of the issues you have experienced, I have credited your account for two months cost of your Repair PlanI would also like to apologize for any inconvenience you may have experienced If you continue to experience issues with your appliance, or if you have any additional questions, please contact me Sincerely, [redacted] Customer Services CenterPoint Energy [redacted]

Home Service Plus used to mean somethingI found out today that the "Plus" is no longer meaningful I have been without heat for hours and cannot get even a slight window of service from CenterPoint I originally had an - window, which I thought was a long time for no heat in a degree day, but then was told it would probably be sometime before 11:PM So, I am supposed to stay home and be cold, or close enough to get back in minutes (which I have no where to go that close) This is a bogus plan and not worth the money You would be better serviced by putting the money in an account and then you can have a reputable company come out at a decent timeI am dropping HSP

Initial Business Response / [redacted] (1000, 5, 2014/08/14) */ This is in response to Revdex.com Case # [redacted] submitted by [redacted] regarding the premise at [redacted] Little Rock, AR After a thorough review of our records we were able to determine that the account for [redacted] was established on 05/07/ Please be advised that the $that the customer refers to is not a late fee, but a Security DepositIn accordance with the Arkansas Public Service Commission (APSC) General Service Rule's utility companies are encouraged to require a deposit for customers who prove to be a credit riskThe purpose of the Security Deposit is to decrease the likelihood of an outstanding balance in the event the account is closed for non-payBy keeping bad debt write offs down other rate payers are protected as well, since a portion of bad debts are recovered under rate structureThe General Service Rules allow for a deposit to be required or increased when the following circumstances occur to name a few: Payment is received beyond the due date three times in any twelve month period Payment is received beyond the due date in two consecutive months Account is disconnected for non-pay Payments are returned any two times in a twelve month period by a financial institution Listed along with this letter is the ledger showing all of the debits and credits applied to the account since the account was established (please note overlap starting with 04/04/date)As you can see from the information below the account we regret has been paid after the due date on several occasions, which is considered lateSpecifically, the time frame from October 28, to January 28, This three month period with no payment alone would be sufficient reason to require a security deposit on the accountRegrettably, no payment has been made on the account since 05/10/ In addition, we regret the account was disconnected for non-payment on 03/07/That is when the Security Deposit of $was required on the accountThe deposit was billed to the account on 03/14/along with the connect fee of $The only other charges billed to the account are for the actual gas consumption and the late fees billed to the account, once the due date has passed and the balance is still outstandingPlease be advised that the late fee is being billed in accordance with our approved company tariffs and the APSC General Service Rules On 01/27/the customer advised the company that she had a hot water leak and wanted to know if that would impact her usageThe representative informed her that it would as well as informed her of her options at that time to make payment arrangements on the account or seek a Medical CertificateThe customer advised she would be seeking assistance from an Agency the next day The next time that we visited with the customer was on 02/27/when the customer called to see if we had received a payment from an Assistance Agency, which we regret we had notSubsequently, the service was disconnected for non-payment on 03/07/We spoke with the customer again the next day on 03/08/when she called to see why she did not have gas serviceWe advised that the service had been disconnected for non-paymentOn 03/10/the customer attempted to reconnect service via the web, but was denied due to lack of paymentOn 03/13/a payment was made and the service was reconnected on 03/14/ The $Security Deposit was billed to the account in two installments of $with the next two invoices due to the account being turned off for non-pay Our records reflect that the customer spoke to a Supervisor on 08/13/14, and the late fees and billing were explained in detailAn agreement was made to reverse the late fees in question as a onetime courtesy At this time the customer owes a balance of $264.79, which is an accumulated balance for gas consumption and the unpaid deposit for the past several monthsThe ledger below clearly shows how the balance was accumulatedAs a onetime courtesy the late fees that were charged on the following dates for a total of $have been reversedTherefore, the current invoice that was mailed on 08/12/14, in the amount of $is minus $31.30, leaving the customer a remaining balance of $due 09/08/ 01/03/- $ 02/06/- $ 03/12/- $ 04/09/- $ 05/08/- $ 06/09/- $ 07/31/- $ 08/11/- $ We hope this information will provide clarification to Ms [redacted] 's concernsWe regret any inconvenience that Ms [redacted] may have encountered as a result of this matterWe thank Ms [redacted] for allowing us the opportunity to respond and for making her concerns known to us Respectfully, [redacted] CenterPoint Energy One item to note: When a customer makes a payment over the phone or through BILL MATRIX this is a multiple step process and shows as three transactions on the account, for example the payment for $on 05/10/The balance owed on the account before the payment was made was $and after the payment settled the balance owed was $ Customer Name: [redacted] Service Address: [redacted] Little Rock, AR

Initial Business Response / [redacted] (1000, 7, 2015/05/15) */ May 14, [redacted] Brooklyn Park, MN Dear Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated you thought it was unfair for CenterPoint Energy to estimate your usage from an inaccurate meter Our records indicate the meter at [redacted] , Brooklyn Center did not register gas usage from April until the meter was replaced on April 16, On April 28, we corrected your account in compliance with MPUC Rule (Inaccurate Meters), subpart (Meter fails to register or registers intermittently) which states: "the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or, in the absence of such information, over similar periods of known accurate measurement preceding or subsequent thereto, but in no event shall such charge be for a period longer than one year." When calculating the usage at your home during the period mentioned above CenterPoint Energy factors in many different variablesYour usage is estimated from: previous gas consumption at your property, cost of natural gas during the estimated time period, and average weather conditions during the estimated time period You have been paying your Budget amount every month during this time periodTo alleviate the large balance from the recalculations, I have moved the balance of $to your Budget Plan's deferred balanceYou will only be charged your monthly Budget amount of $on June 1, Because your current Budget amount was based off of inaccurate usage, and now your deferred balance will be larger, your monthly Budget amount may rise when it is recalculated in October I have added a spreadsheet of your account history to show you what your estimations were based from You may contact me directly if you have any further concerns Sincerely, [redacted] Customer Services CenterPoint Energy [redacted] ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The chart is not very accurateWhy are our costs for gas ranging from cents to $per THM? Is this not a regulated utility? Or house has also since changed these last two years with kids off to college and military serviceThis was an active house and it no longer has people coming and goingAnd why after identifying and corrrecting a known problem would you send a new bill out, stating the same budget? With all the above questions and lack of oversight, I have little to no confidence in your business practice and treatment of your forced customers or the accuracy of your caculationsAnd I also strongly believe regardless of the out come you will jack up our prices to recover what ultimately was your company's lack of follow up on quality controlIt is a disgrace to miss a core part of your business for an entire year, and then punish the customer for your mistake Final Business Response / [redacted] (4000, 11, 2015/05/26) */ May 26, [redacted] Brooklyn Park, MN Dear Ms [redacted] : This letter responds to your continued complaint to the Revdex.com (Revdex.com) in which you stated you thought it was unfair for CenterPoint Energy to estimate your usage from an inaccurate meter In your most recent response to the Revdex.com you asked "Why are our costs for gas ranging from cents to$per THM?" Natural gas is purchased by CenterPoint Energy, and is then provided to the customer at the same rateCenterPoint Energy is not allowed to increase the actual cost of gas from market priceAlso, as in the case with many natural resources, natural gas prices fluctuate on a daily basis, and do not remain at a single set price You stated that your household has changed due to individuals moving out of the residenceThis may have an effect on your gas consumption; however, we are unable to determine the difference in usageI understand you do not agree with this method of estimation, but this is the process we use that is regulated by the Minnesota Public Utilities Commission (MPUC) You also raised concern about your monthly Budget amount staying the same even though your average went up after the estimationsThe Budget Plan recalculates every six months, so we did not raise your monthly amount knowing it would do so automatically during its recalculation in October If you would like to have your monthly Budget amount increased early, CenterPoint Energy is willing to do this for you At this time, CenterPoint Energy will not be making adjustments to the estimates on your billing, and consider this matter completeIf you would like to raise your monthly Budget amount, you can do so by contacting our call center at [redacted] , or by contacting me directly You may contact me directly if you have any further concerns Sincerely, [redacted] Customer Services CenterPoint Energy [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ October 8, Ms [redacted] Savage, MN 55378- Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of your natural gas service at [redacted] , Savage, Minnesota CenterPoint Energy records show that your gas service was disconnected on September 29, for a past due balance of $You then paid $on October so that the service would be reconnectedCenterPoint Energy then attempted to reconnect your gas service no less than five times, but was unsuccessful as you were unable to provide access to your home during the time frames offered CenterPoint Energy then attempted to restore your gas service on October 1, twice on October 2, again on October 5, and again on October It was not until October that your service was restored, because, as you note, you were not available to provide access until after 6pm each eveningAs you note, CenterPoint Energy is only able to offer all-day appointments for reconnection orders Although you contend that you are not being treated fairly, CenterPoint Energy is required to treat all customers in a uniform mannerAs such, the time frames offered for reconnection orders are the same for all customersAnd, as you know, an exception was made for an after-hours appointment to restore your service after you spoke with a supervisor in our call center on October Finally, our records show that you called to report natural gas odors near your range on October However, when our technician arrived, it was found that your range is electric, and that you apparently only wanted a CenterPoint Energy technician to restore your gas service, as no gas leak or any gas odors were found in or near your homeOur technician then directed you to request reconnection of your service through our call center, as all other CenterPoint Energy customers are required to do in these situations In light of the fact that your service has been restored and an exception to CenterPoint Energy policy was made to complete the order, CenterPoint Energy considers this matter resolved If you have any further questions regarding this issue, please contact me Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/19) */

Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Ms [redacted] located at the address of [redacted] in Victoria, MN We ask that you please refer to the above attachment regarding Ms***’s response to her claim # [redacted] filedIf you have questions please contact meSincerely, Shauntee [redacted]

I am rejecting this response because: I never received a phone call and in your statement you state that I did make payments in May and July so what I don't understand is how can you shut my gas off to my house when I was actually making paymentsIt may not be the full amount, which this is not the issue, I HAVE MONEY! The point is that I was never properly notified on what I exactly owed at that time So because I was short $you shut my gas off? How horrible of a service is that!!! Not to mention I received another letter from your company stating I got charged another $for cancelling a check I wrote out to you guys so I didn't double pay you the full amount I made a payment over the phone for the full amount and all these connection fees and my check had already been sent So I cancelled my check, as you guys have already been paid, IN FULL, for what I owedSo just because I cancelled a check, that would have paid double that month you are trying to charge me another $ I think you guys a crooksYou jumped the gun to disconnect me rather then trying to reach out to get the full paymentMN State law also states if I'm making payments you cannot disconnect me I will not be satisfied until I am reimbursed for my reconnection fee, and now this $cancelled check feeAnd I'm still waiting for another bill from you guys You have TERRIBLE customer service and Centerpoint Energy are crooks trying to get more money anyway they can I am willing to fight this all way because of how poorly this was handled by Centerpoint and I have small children in my houseWhat you, centerpoint energy, did was SUPER unethical and wrong! [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/02/25) */ February 25, [redacted] Cn Rapids, MN 55448- Dear Regis: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding disputed charges at [redacted] Cn Rapids, Minnesota CenterPoint Energy began invoicing you for gas service at the above address on June 17, 2013, as your name was given as the responsible party by the former property ownerWe spoke with you on that date, at which point you stated that you were not responsible for the gas serviceYou also requested that the gas meter should be disconnectedHowever, you then called again on June 20, 2013, to request that we cancel the disconnection processI have checked company records, which confirm that no mistake was made on CenterPoint Energy's behalf regarding your account Because you requested that the meter not be disconnected, you continued to be billed until December 15, 2013, which resulted in total charges of $on your accountAnother party then took responsibility for the gas service on December 16, However, because you did not reside at the property during the time period you were billed for the gas service and should not have been responsible for the accrued balance, I have removed all charges from your accountYour account balance is currently $ Please contact me if you have any further questions regarding this issue Sincerely, [redacted] Customer Service CenterPoint Energy [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/06/18) */ June 18, [redacted] Minneapolis, MN 55413- Dear Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding repair of your patio CenterPoint Energy responded to a report of a gas leak at your property, [redacted] , Minneapolis, on April 16, 2014, and determined that the service line at your meter was kinkedThis service line was replaced later that day to make the situation safeThen, on May 21, 2014, the gas meter itself was also replaced However, as you note, the patio at your home was not repaired until after the meter work had been completedOur records show that the cement was repaired on June 10th, and the steps were repaired on June 17th Because our contractor has completed the repair of your patio, CenterPoint Energy considers this matter resolvedHowever, I would like to apologize for any inconvenience you may have experienced as a result of this issue Please contact me if you have any further questions regarding this issue Sincerely, [redacted] Customer Services CenterPoint Energy [redacted]

Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] listed in the name of [redacted] of [redacted] in Minneapolis, MN According to our records Mr [redacted] contacted customer service on 3/30/and scheduled a refrigeration repair for 3/31/ The technician traveled to the subject address on 3/31/and completed repairs of Mr [redacted] ’s refrigeratorAt the time of the repair, the technician discovered the door rack was damaged and documented advising Mr [redacted] upfront of his options available regarding the door rack: “DOOR RACK BUSTED PART NOT COVEREDCUSTOMER WANTED IT ORDERED ADV CUST ABOUT 50$ TO HAVE PART SENT OUTCUST WANTED IT ODERED ADV CUST 25$ IF HE WANTED TO GET ON HIS OWN, BUT HE WANTED PART SENT.” Please understand we apologize for any inconvenience or miscommunications Mr [redacted] may have experienced; and we thank him for the opportunity to address his concernsHowever, based on the above information presented we do not find where any adjustments are warranted Sincerely, Shauntee [redacted]

Thank you for your patience in our second response regarding Revdex.com Complaint # [redacted] listed in the name of Mr [redacted] located at the address of [redacted] Minneapolis, MN Please note in light of the second response received we have included a copy of your charges for your reviewWe will remove the late fees incurred on 5/3/and 6/2/16; which will leave an overall credit balance of $after the adjustments have been made Please find the most recent charges located in the attachment; and please do not hesitate to contact us if additional assistance is required Sincerely, Shauntee

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