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CenterPoint Energy Reviews (269)

Initial Business Response /* (1000, 5, 2014/08/28) */
This resolution is in reference to complaint #: XXXXXXXX
Thank you for contacting CenterPoint EnergyWhen it comes to offering quality service, you can count on CenterPoint Energy to be "always there"
We are the transmission
and distribution company for electric service in the Greater Houston areaWe own, maintain, and repair the power lines and other electrical equipment used to deliver and register electricity usage
We are not, however, an electric provider or company that sells/bills customers for electricityTherefore, we are not able to provide you with rates for electricity
Houston is served by more than Retail Electric Providers (REPs), which are companies that sell electric plans for homes and businesses
Please forward all of your billing concerns to your REPWe are not responsible for your electric billing and/or rate plan
Respectfully,
CenterPoint Energy
Executive Administration Office

Initial Business Response /* (1000, 5, 2016/01/26) */
January 26,
Ms*** ***
***
Minneapolis, MN 55408-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the returned payments made to your
account for gas service at ***, Minneapolis, Minnesota
CenterPoint Energy records show that the payment you submitted on January 18, 2016, was returned because the bank account information provided was incorrectThis also occurred on March 19, 2015, when the payment you submitted was also returned as the bank account information was again incorrect
After two payments have been returned, CenterPoint Energy will no longer accept checking payments for a period of one yearHowever, because your payments were returned due to invalid banking information (and not due to insufficient funds), I have asked our Remittance Department to remove the returned payment flag from your account as a one-time courtesyWhen this is done, you will again be able to submit payments with your checking account information
To prevent this issue from occurring in the future, please ensure that the payment information you enter is correct
Please contact me if you have any further questions
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CPE agreed to take the one year hold off my account that restricted me from making payments with my checking account since the returned payment was due to the account number being incorrectly entered into the automated system and was not due to insufficient funds

Initial Business Response /* (1000, 5, 2015/06/25) */
June 25,
*** ***
***
Minneapolis, MN
Dear Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy has been delivering your
monthly statement late, and you are receiving late fees as a result
You stated in your complaint that CenterPoint Energy was late delivering your monthly statement after moving to Houston, TexasI show that your monthly statements have been mailed to you between the 20th and 23rd of every month, and are due between the 17th and 20th of the following monthThese dates are based off when your meter is read every month during the meter reading cycle for your geographic locationWe cannot change the meter reading date for one customer, because of the logistics involved with reading the meters of an entire areaYour billing cycle has been the same since at least 2006, and has not changed
You mentioned that CenterPoint Energy mailed your statement late, and as a result, you have received late feesCenterPoint Energy's records show that your monthly statements have all been mailed on timeAfter review of your account, I show you have only been assessed one $late fee within the last months, and this fee was waived as a one-time courtesy when you contacted a CenterPoint Energy representative on June 16,
In your complaint you also stated that CenterPoint Energy insisted you set up Bank Draft to correct your billing issueThis is not correctCenterPoint Energy gave you the option to set up Bank Draft so that you can chose a date in which your bill is paid every month, but at no time insisted this be done
You requested CenterPoint Energy change your billing due date to be around the 20th of every monthCenterPoint Energy cannot change your billing cycle because of your meter reading cycleHowever, no changes are required as your due date is around the 20th of the month with your current meter reading cycle
You may contact me directly if you have any further concerns
Sincerely,
Dominic A
Customer Services
CenterPoint Energy
***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If my bill is always on time why do they call me and ask me for a credit card payment almost every month? The day the check should be there they call every month with a computer generated response? That fee was imposed last monthLike I said, I mail my check the same time every monthIt seems to get there on time part of the time and late by a day or other timesI guess I will just get over it and continue this the same as alwaysI do not understand why they just can't read the meter at the same time every month and then give me an extra day or to get the check to them? It seems simple but, I guess I I don't know what else to do except carry on as alwaysThanks and sorry to trouble you
Final Business Response /* (4000, 9, 2015/06/30) */
June 30,
*** ***
***
Minneapolis, MN
Dear Mr***:
This letter responds to your continued complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy has been delivering your monthly statement late, and you are receiving late fees as a result
You indicated that you did not accept our recent response to your complaint filed with the Revdex.comYou stated you did not understand why we could not read your meter on the same day every monthCenterPoint Energy tries to read customer's meters as close to the same day as previous months, but are unable to do so all the time, because of weekends and holidaysI show we do read your meter around the same time every month, and are generally within three days from the previous month
I show you are receiving a paper statement, and then mailing a check every monthIf you are a day or two late, you will receive a credit generated call to remind you that a payment was recently dueTo expedite the billing process, you have the option to receive an electronic copy of your bill, or pay electronically to avoid your payment being lateYou do not have to do this, but it will shorten the time it takes for you to receive your statement, or shorten the time for CenterPoint Energy to receive your payment
You may contact me directly if you have any further concerns
Sincerely,
Dominic A
Customer Services
CenterPoint Energy
***

Thank you for your patience in our response regarding Revdex.com Complaint #*** listed in the name of *** ***, located at the address of *** *** *** *** Bloomington, MN
According to our records the gas service to this home was replaced on June 24, The yard was seeded on July 8thThis summer was very hot and we had a dry period in July/August that caused many issues with weedsOur field service could not find a work order indicating that we needed to go back to this property which is our process.
However, we sent our restoration contractor to this address yesterday to see what could be doneThey found the yard had been sodded by the City of Bloomington since they had work on a project in the areaThe yard did not reflect where any further work is needed at this time.
Please know that we apologize for any inconvenience or misunderstands this matter may have caused youIf we can be of any further assistance please contact us toll free at: ###-###-#### Sincerely,
Shauntee ***

So my problem with Centerpoint Energy starts with how they warn their customers about past due billsThey never called to inform me my service would be disconnected and their shut off notice looked the same as a bill, so I didn't open it immediatelyOnce the service was disconnected I paid my balance and set up an appointment to get it reconnected only to sit around all dayAfter 8hrs of waiting for them I called to inquire about the appointment only to hear they had came by and left because they said nobody was homeThey never called or came onto my porch and knockedMust have just knocked on the porch doorWhen I asked them to send someone out please, they said we can send someone out Monday(it was Friday)This is after waiting on hold for 45mins to speak with someoneI told them I know they have 24hr technicians and one of them could come outThe lady laughed and said "sorry sir, your appointment is Monday." This company is so incompetent, and their customer service is a jokeTheir goal seems to be to make dealing with them as difficult as possibleMy biggest issue is that they have a monopoly on the area I live in so I don't have another company to give my business to, which also leads to poor customer service and inflated pricesWhat a joke of a company

Thank you for your patience in our response regarding
Roman","serif";">Revdex.com Complaint #*** listed in the name of *** *** located at the address of *** *** ** ** *** ** in Minneapolis, MN According to our records Mr*** *** contacted CenterPoint Energy/Home Service Plus/Repair Customer Service Department on 3/25/16. Mr*** advised our representative that he wanted to schedule a furnace repair due to his furnace igniter starter blower motor running constantly Our representative scheduled the appointment for 4/1/and advised of an appointment window between and p.m. On 4/1/our technician arrived at 4:p.m., and documented that the furnace would not liteHe discovered an open flame sensor, which he replaced; he cycled the furnace and left the furnace operating successfully upon exiting the property
On 6/18/16, Mr*** contacted customer service to schedule a home service repair due to his water heater not heating. The representative advised that the appointment was scheduled for 6/24/16, between the hours of and p.m. However, by the end of the appointment time our Dispatch Department suspended the order due to a heavy workload; and reached out to Mr*** to advise that the appointment was rescheduled for the next day. Please note on 6/25/the appointment was scheduled from to p.m. The next day our Dispatch Department placed a call ahead to the Mr*** as notification that they were running behind but were on their way. The technician proceeded on to the residence, rang the doorbell, knocked on the door and there was no answer; leaving a door tag at 9:p.m On 7/9/16, Mr*** scheduled another Home Service Repair appointment for 7/13/due to his air conditioner not lowering the temperature of his home; our representative advised of an appointment window from and p.mPlease note our Dispatch Department placed two phone calls to Mr*** at 5:p.m., which went unansweredThe technician arrived to the subject address at 6:p.m., to find no one home; leaving a door tag indicator of a missed appointment
Please know that your concerns are important to us and we apologize for any inconvenience that this matter may have caused you on 6/24th and 6/25thHowever in our effort to work with you, we have agreed as a onetime courtesy to credit your gas account months cost of your Home Service Plus Repair package monthly cost of $each; totaling $126.00. If additional assistance is needed please contact us
Sincerely,
Shauntee ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me***,
I accept the response from Center Point Energy of crediting our account for months HSP cost to compensate for any inconvenience.
we did receive a bill from centerpoint a couple days ago for the monthly feeI assume it crossed in the mail with their response to me.
so, do we not pay that bill we received?
Please let me know by emailI am using a work fax and don't work tomorrow
Thanks, ***

Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of *** ** *** located at the address of *** ***
*** * in Minneapolis, MN. According to our records Mr*** mailed in a check payment which posted to his gas account in the amount of $on 1/6/16; which returned on 1/11/The payment was processed again on 1/11/and returned a second time on 1/12/16; therefore incurring a $return expense fee each time due to his banking institution freezing or suspending his bank account
On 1/23/16, Mr*** made a $payment online via CenterPoint Energy’s website from his checking account; which posted successfullyMr*** contacted CenterPoint Energy’s Customer Service Department on 3/28/to discuss why his most recent check payments were being returned to himIn response to Mr***’s claim our representative submitted an investigation on his behalf. The result of the initial investigation resulted in only one of the return expense fees being reversed, with no other actions taken
Upon receipt of Mr***’s Revdex.com complaint to our office a second investigation allowed us to remove the second return expense fee of $from his gas account on 4/27/16; and additionally revert the gas account’s return check counter back to zeroThese actions removed the glitch that would have rejected his actual check payments in our systemSubsequently, late fees were also incurred on the account on 3/10/for $1.23, which we reversed on 3/23/and 4/11/for $2.13, reversed on 4/18/16. Please note the final balance due on Mr***’s gas account is in the amount of $due by 5/9/for billing periods of 2/10/16, 3/10/and 4/11/usage
We thank Mr*** for bringing this matter to our attention as we look forward to better serving him in the futureIf additional information is required please contact me
Thank you,
Shauntee ***

Initial Business Response /* (1000, 5, 2015/09/24) */
September 24,
Mr*** ***
***
Minneapolis, MN
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your air conditioner
by Home Service Plus (HSP)
Your complaint notes that your air conditioner was no longer functional after our technician's visit on September 16, Our records show that our HSP technician visited your home and repaired the air conditioner on September We also gave a second opinion to the previous diagnosis of your furnace repair on September 23,
As you note, you were charged $for the cost of the repair to your air conditionerHowever, our supervisor has since credited your account for four months of the monthly HSP cost, or a total of $This amount covers the cost of the air conditioner repair
I would like to apologize for the difficulties you have experienced in scheduling this repairHowever, because the cost of the repair has been credited to your account, CenterPoint Energy considers this matter resolved
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy

March 18,
Mr*** ***
*** *** ** ** * *
Anoka, MN 55303-
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding charges for the Home Service Plus (HSP) Repair Plan on your
account
CenterPoint Energy records show that you were charged for the HSP Repair Plan beginning in November However, these charges were added to your account in error, as you have statedTo correct this error, I have removed the charges from your account and have enrolled your Landlord's account in HSP, which should have been done in November The balance on your account is currently $
I would like to apologize for the confusion and lack of service you have received when attempting to have this error corrected
If you have any further questions regarding this issue, please contact me
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***

+2

Initial Business Response /* (1000, 9, 2015/12/09) */
***Document Attached***
December 9,
Mr*** ***
***
Sauk Centre, MN 56378-
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the balance on your
former account for gas service at *** Sauk Centre, Minnesota, 56378-
Your complaint states that you should not owe the balance transferred from your prior account to your current account for natural gas serviceTo show how this balance accrued, I have attached a billing statement which shows the monthly charges and payments made to your account over the last twelve months
The total amounts transferred to your current account are $in gas charges and $in Home Service Plus chargesYour most recent bill of $(sent November 30, 2015) was an accurate picture of the total owed on your accountHowever, a $payment from Energy Assistance has since paid the gas charges owedAt this time, your account owes only the $in unpaid Home Service Plus charges
Please contact me if you have any further questions regarding this issue
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 11, 2015/12/11) */
No its not resolved they just added $for no reason saying that it was my previous gas bill and clearly its not I have proof on my bill last month and I talk to a person saying I owe nothing last month was cough up now they took and just kept on adding miscellaneous and adjustment and now I owe $not happy with the lies and cheating please help I'll send proof if need be any questions call ***
***copied and pasted from email
Final Business Response /* (4000, 13, 2015/12/14) */
Mr***:
As shown on the provided Account History statement, the final balance when your account was closed was $This amount is also shown on the July 17, Final Bill I have attached to this response
Since your account was closed, a total of $in payments have been receivedThis left $owed on your previous account ($in gas charges, and $in Home Service Plus charges)This amount was then transferred to your current account

Thank you for your patience in our response regarding Revdex.com Complaint#*** for Mr*** P*** located at the
address of *** *** *** in Conway, AR Our attempts to speak with Mr*** P*** were unsuccessful. Please note according to our records gas service was interrupted at the service address on 10/20/for a past due amount of $and again on 11/17/for another past due balance of $37.40. Please note a deposit increase, reconnection fees and overtime/same day service fees were assessed on both occasions. We have reversed these fees due to an incorrect billing address of *** * *** ***, Conway, AR which has now been updated to the service address of *** *** *** in Conway, AR Please understand we apologize for any inconvenience this matter may have caused Mr*** and look forward to better servicing him in the future
Sincerely,
Shauntee ***

Thank you for our patience in our response regarding Revdex.com Complaint#
"margin: 0in 0in 0pt;">*** listed in the name of Mr*** ** *** located at the address of *** *** *** * Minneapolis, MN
According to our records Mr*** ***’s gas service was
disconnected for non-payment on 4/27/for a past due amount of $ Mr*** made payment of $to restore service; which included
his current charges due dated for 5/3/in the amount of $A
reconnection order was submitted on Mr***’s behalf to restore gas
service on 4/29/
Please note when our technician arrived to the
referenced address no one was home and thus the appointment was
canceledMr*** contacted our Customer Service Department and
rescheduled another appointment for 5/2/16. Again on 5/2/our
technician arrived to the subject address before noon and found no one
was home; subsequently canceling the work order
Please understand in an effort to work with Mr*** in resolving
his matter, we were able to accommodate his request as a courtesy to
have our field operations schedule his reconnection of gas service on
5/2/after 6:p.m.; please be advised that gas service was
successfully restored
In review of Mr*** ***’s gas account we would like to inform him
we offer other options which could prevent disconnection of service in
the future such as; payment arrangements (extension and installments),
online billing and automatic bank draft options if necessaryWe thank
Mr*** for the opportunity to work on his behalf as we do
appreciate his ongoing business Sincerely,
Shauntee ***
*** ** *** ***

Initial Business Response /* (1000, 6, 2015/10/26) */
October 26,
Ms*** ***
***
Cn Rapids, MN 55448-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of your natural
gas service at ***, Cn Rapids, MN 55448-
CenterPoint Energy records show that your account was disconnected on October 7, 2015, due to a past due balance of $Notification regarding the disconnection of your natural gas service was sent on September and expired on October 2,
Our records also show that you paid $(the past due plus current balance) on October However, our records do not show any contact until October 15, when you called to request that your gas service be reconnectedOur technician was sent to reconnect your gas service on October 16, but did not receive an answer via telephone or at your home upon arrivalYou then called our office on October and your gas service was reconnected later that day
Although you stated that your gas service was disconnected for over a week, our records do not show that any request was made to restore the service until October Please note that in the event of disconnection of natural gas services, customers must call CenterPoint Energy to arrange to have their service restored
Because your gas service has been restored, CenterPoint Energy considers this matter resolved
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 8, 2015/11/05) */

Initial Business Response /* (1000, 5, 2014/09/05) */
September 5,
*** ***
***
Minneapolis, MN
Dear Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy charged you for natural
gas usage after you sold your home
The new owner of *** Minneapolis, MN has contacted CenterPoint Energy and assumed the responsibility for gas service as of June 13, We have backdated your end of service date to June 12, 2014, and reversed all charges in your name after that dateThe charges from June - 12, are $
You will be receiving a refund check of $for payments made after June 12, I have updated your mailing address to *** Anoka, MN for mailing of your refund check
If you have further questions, please feel free to contact me directly
Sincerely,
***
Customer Services
CenterPoint Energy
***

Thank you for your patience regarding Revdex.com Complaint# *** for Mr*** *** located at the address of *** *** *** **
*** * in Minneapolis, MN
On 3/24/16, Mr*** *** contacted our CNP/HSP Customer Service Department to schedule a refrigerator repair; he advised our representative that his refrigerator was not cooling nor freezing. Our field technician traveled to the subject address for the appointment but no one was homeThe appointment was then rescheduled for 3/26/ On 3/26/16, our field technician arrived to the referenced address and discovered that the refrigerator evaporator had only two out of the seven coils frosted and getting cold, the amp measured at opposed to a measurement of 1.5-, along with a refrigerate leak discovered in the sealed system. Our technician informed Mr*** that his Home Service Plus Repair Plan does not cover sealed system repairs and that the refrigerator was non-repairable.
On 6/7/16, Mr*** contacted CNP/HSP Customer Service to add the Replacement Assistance Plan. On 7/29/16, Mr*** reported that the refrigerator was not cooling againA technician arrived at the service address on 8/2/to investigate the matter; the technician advised and documented that this was the same GE refrigerator from the previous appointment on 3/26/16. Mr*** requested replacement money but the technician advised him the refrigerator did not qualify for the Replacement Assistance Plan (RAP) because it was found to be non-repairable in March prior to enrolling in RAP Currently, Mr*** has the Home Service Basic Repair Plan for his air conditioner and dishwasher, but the refrigerator and Replacement Assistance Plan (RAP) have been canceledPlease note Mr*** was not charged for the RAP plan. Please refer to the terms and conditions of the RAP located at:
http://www.centerpointenergy.com/en-us/HSP/Pages/replacement-assistance-plan-ter... /> The Replacement Assistance Plan applies to appliances currently covered by your existing HSP repair plan at the covered residenceAt the time you enroll in the Replacement Assistance Plan, your covered appliances must meet code requirements and be in operating condition We apologize for any inconvenience this matter may have caused Mr*** ***However, it is with regret we will be unable to honor Mr***’s request for Replacement Assistance in the amount of $
Thank you,
Shauntee ***

Initial Business Response /* (1000, 6, 2014/06/06) */
June 6,
*** ***
***
Elk River, MN 55330-
Dear Mr***:
This letter responds to your complaint to the Minnesota Revdex.com (Revdex.com) regarding the scheduled repair of your water
heater
As you note, after you called to schedule a repair for your water heater, your service appointment had to be rescheduledAlthough your appliance was still repaired on the day promised, we were unable to complete the repair in the time frame initially promised
As a measure of our appreciation for your business, and in light of the delay you experienced, your request for six months of Home Service Plus contract costs is warrantedI have applied a monthly credit of $to your account, which will cover the monthly Repair Plan costs for the current bill and subsequent five month's Home Service Plus cost
Please contact me if you have any further questions regarding this issue
Sincerely,
***
Customer Services
CenterPoint Energy
***

10pt;">Thank you for your patience in our response regarding Revdex.com Complaint #*** listed in the name of *** *** for the address of *** *** *** StLouis Park, MN Please note our office spoke with Mr*** *** on 10/17/and he confirmed that the only account/address that CenterPoint Energy’s Home Service Plus feature was requested for was the address at *** *** ***, in Minneapolis, MN back on 4/3/
The address located at *** *** *** St., in StLouis Park, MN never requested the Home Service Plus feature and was therefore was removed on 9/8/2016. Please understand that the first month was a promotional month and no charges were incurred under the Home Service Plus feature. However, the charges incurred for Home Service Plus were reversed from the account in the amount of $per month, for the amount of four months, with a credit due back of $minus the current bill amount due of $leaving a credit balance of $135.91. We have attached a copy of the bill correction made for the address of *** *** ***.
Please note Mr*** also mentioned he may have made payments to the wrong account in error; once he is able to confirm the payment amounts we will gladly make those corrections as well for him In the meantime if we can be of any further assistance please do not hesitate to let us know; as we do appreciate Mr*** ***’s business
Sincerely,
Shauntee ***

Initial Business Response /* (1000, 5, 2015/10/29) */
October 29,
Mr*** ***
***
Apple Valley, MN 55124-
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding issues with scheduling an appliance
repair for your property at ***, Apple Valley, Minnesota
Your complaint states that you had difficulty in reaching our office to schedule a repair for your furnaceOur records show that you were able to schedule a repair which was completed on October 20, However, I would like to apologize for the extended hold times you experienced when attempting to schedule this repairI have credited your account for one month's cost of the Home Service Plus (HSP) Repair Plan ($19.50) as a goodwill gesture
Please note that online self-scheduling is available for HSP customers at HSPtoday.com, which may be more convenient during peak times
Please contact me if you have any further concerns regarding this issue
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

I called the Ms*** and discussed the situation and apologized for any issues with the automated system and let her know that we are sending a technician to her house right now to get her gas back onShe seemed pleased with the outcome

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