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CenterPoint Energy Reviews (269)

Initial Business Response /* (1000, 5, 2014/08/05) */
August 5,
*** ***
***
Hastings, MN
Dear Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy disconnected your natural gas by
mistake
I show the previous owner of *** contacted CenterPoint Energy, and requested to disconnect gas service on July 24, You contacted CenterPoint Energy to start service as of June at this locationThis transaction should have cancelled the existing disconnection order in our system, but it did not
Your gas service was disconnected on July 24th in errorYou contacted CenterPoint Energy on July 25th to have services restored, and service was restored to your address later that day
I understand this was an inconvenience to you; however, CenterPoint Energy denies your request for a credit on your natural gas account
If you have further questions, please feel free to contact me directly
Sincerely,
***
Customer Services
CenterPoint Energy
***

Initial Business Response /* (1000, 5, 2014/04/16) */
This is in response to Revdex.com complaint case # submitted by Mr*** *** regarding the premise at ***Spring, TX
We were able to determine that the account at the above premise is in the name of ***
***An invoice was mailed on 01/29/14, for $This includes a balance forward of $plus the current bill for $due 02/13/On 02/27/14, an invoice was mailed for $This includes a disconnect notice for $with a final payment date of 03/09/14, plus the current bill $due 03/14/
Regrettably, payment was not received by the final payment date and gas service was disconnected for non-payment on 03/13/Additionally, our records revealed that on 03/06/14, the automated Televox made a courtesy call at 4:PM and documented the call was not answeredThe customer was quoted $to reconnect serviceThis amount includes $past due amount, $collection fee, $reconnect fee and $depositOn 03/17/14, payment was received for $and the reconnect order was scheduled for 03/18/The reconnect order was executed on 03/18/14, and the gas service was restoredSince this occurrence, we have updated the customer's phone number as well as email addressIn addition, the customer has been signed up for Bill Reminders
Please understand that CenterPoint Energy's invoice is a notification that a bill is dueAs a utility we are required to send an invoice on a monthly basis and it is the responsibility of the customer to make a monthly paymentCenterPoint Energy relies on the United States Postal Service to deliver the billsThe bills are mailed out every month around the same timeWe confirmed the invoices for *** *** are being mailed to the above premise addressWe regret the customer did not receive their invoice; we have no knowledge that a customer has not received an invoice unless they contact usWe found no record that the customer attempted to contact us until the gas service was disconnected for non-payment
Based on our findings CenterPoint Energy was not negligent in disconnecting Mr***'s gas serviceWe thank Mr*** for sharing his experience with us and it is with regret that we are unable to honor his request in waving the reconnection fees totaling $as they are warranted and do applyWe have agreed to waive the $deposit as a courtesy, in which the deposit is the greater amountHowever, should service be disconnected for non-payment in the future, a deposit will be required, we are confident this will not be the caseSince the deposit was paid it will be credited to Mr***'s account
Please be advised that we light the appliances as a part of courtesy when the gas is reconnected and it is not our practice to return and relight an appliance, once the technician has vacated the propertyTherefore, the customer is instructed to contact a plumber or appliance dealer
We appreciate the opportunity to research this issue and sincerely regret any inconvenience that Mr*** may have undergone as a result of this matterWe value Ms*** as our customer and we look forward to serving him better in the future
Respectfully,
***
CenterPoint Energy

Initial Business Response /* (1000, 5, 2014/04/07) */
April 7,
Dear *** ***:
This complaint should not be filed against CenterPoint Energy, as CenterPoint Energy does not provide service at the address listed
Sincerely,
*** H
CenterPoint Energy
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2016/01/13) */
January 13,
*** ***
***
Apple Valley, MN 55124-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding responsibility for gas service
at ***, Lakeville, Minnesota
Your complaint mentions that you have had difficulty in closing your account at the above address as of December 20, At this time, your account has been closed as of that date, and a final bill for service through December has been issuedYour account for service at your current address has not been affected
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
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***

Initial Business Response /* (1000, 5, 2014/08/06) */
August 6,
Mr*** ***
***
Eden Prairie, MN 55347-
Dear Mr***:
This letter responds to your complaint to the Revdex.com of Minnesota regarding the refund of the credit
balance on your account
CenterPoint Energy records show that your account was overpaid by a total of $921.52, and that you requested that this amount be refunded to you on July 25, This request was entered on that date and subsequently processed by our Remittance Department on July Please note that this process required that two separate checks be mailed to you due to the forms of payment receivedOne check was in the amount of $485, and the other (which totaled several overpayments made) was in the amount of $Both checks were mailed to you on July 30,
Your complaint also mentions that you were told that the refund process could take "two to four weeks" which was not the caseI would like to apologize for the incorrect information you were given and for any inconvenience it may have caused
Sincerely,
***
Customer Services
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2014/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive any checks in these amounts quoted
Final Business Response /* (4000, 9, 2014/08/11) */
Dear Mr***:
Our records indicate that both checks (in the amounts of $and $436.52) have been cashed as of today's date
Again, I would like to apologize for any misinformation you were given and for any inconvenience this may have caused
Because the money has been refunded and the refund checks cashed, CenterPoint Energy considers this matter resolved
Sincerely,
***
Customer Services
CenterPoint Energy

Initial Business Response /* (1000, 5, 2014/12/29) */
December 29,
Mr*** ***
***
Minneapolis, MN 55419-
Mr***:
This letter responds to your complaint to the Revdex.com of Minnesota (Revdex.com) regarding the gas consumption at your
property, *** Minneapolis, from November to December
In your complaint, you dispute the $total cost for gas used during November billing cycle because, as you state, "the meter was not working at all." I would like to explain the amount of your bill as well as the reason that it was estimated
CenterPoint Energy records indicate that the Encoder Receiver Transmitter (ERT) on the gas meter was replaced on December The ERT device is the component that transmits (via radio waves) the gas meter's reading each monthThe ERT on the gas meter at your property was replaced with a new ERT module as part of regular maintenancePlease note that the ERT is separate from your meter's index, which is the numerical display that counts the gas which passes through the meterThere is no indication of a problem with your meter's index, which was confirmed by our technicians and meter readings both before and after the ERT was replaced
Your gas meter was read via ERT on November with a reading of When the ERT was replaced on December 4, our technician recorded a meter reading of Finally, your meter was manually read (via visual inspection of the index as well as the ERT) on December 18, which confirmed a reading of
As is the case with many CenterPoint Energy customers, your gas usage will increase as outdoor temperatures decreasePlease note that your current gas usage is comparable to the historical usage for your property during previous wintersIf you would like further information regarding the usage history at your property, please contact me
You may be interested in enrolling in CenterPoint Energy's Budget Billing Plan, which spreads the cost of high winter bills over the course of the year by billing you only for the twelve month average usage at your propertyAt this time, your property uses an average amount of $of natural gas per monthPlease let me know if you are interested in the Budget Billing option or if you would like more information
Because there is nothing to indicate that your November bill was inaccurate, CenterPoint Energy declines your request to reduce your bill "in half."
If you have further questions about this issue or your account, please contact me
Sincerely,
***
Regulatory Liaison
CenterPoint Energy
***

Initial Business Response /* (1000, 5, 2015/10/29) */
October 29,
Mr*** ***
***
Fridley, MN 55421-
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the Home Service Plus (HSP) Repair Plan coverage
for your account at ***, Fridley, Minnesota
Your complaint states that you signed up for the Replacement Assistance Plan (RAP) via the HSP website but that this coverage is not reflected on your accountAs a result, your HSP contract does not include replacement of your clothes dryer after it was found to be unrepairable by our technician on October 20,
To investigate this issue, I have reviewed all interactions (recorded phone calls) you have had with our representativesIn each instance, our representatives confirmed that your account was enrolled in the Total Repair Plan, but at no point were you informed that you were enrolled with RAP prior to October 20, You were not charged for RAP prior to that date, and our records do not show that enrollment had occurred prior to that dateAs a result, HSP cannot consider your dryer for reimbursement through the RAP plan
If you have any further concerns regarding this issue, please contact me
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */

This company pretty much is a monopoly! They are the only company available to provide gas to your home or business! They won't work with you on late payments you either pay the total amount due on the due date or they will shut you off and then charge you a $shut off fee plus another $deposit on top of your balance before you can get it turned back onHere's the kicker tho even if you only owe $they will still shut you off and then charge you the shut off fee and the depositSo your bill that was $is now $I don't know how they can get away with this but they do! They have gotten us twice! So that means they made an extra $that you will never see again!

Initial Business Response /* (1000, 7, 2014/03/21) */
March 20,
** *** Construction
***
Ramsey, MN 55303-
Dear Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding disputed charges for the installation of new gas
service at several properties
In your complaint, you state that CenterPoint Energy's service installation fees are "extremely unreasonable" and that they be "reviewed and discussed further." Specifically, you complain of the Out of Season Charges (OSC) and the cost of the frost burners used to complete new service installations during the winter season
As required by CenterPoint Energy's New Service Installation Agreement, which must be signed by the customer before any service installation can begin, installations from November through March will incur OSCAnd, to avoid OSC assessment, applications must be received by October 15, and the property must meet site-readiness requirements by November
CenterPoint Energy regularly checks each construction site to determine when new service installation can beginAlthough your complaint does not address any particular property, I will summarize several recent service installations and the reasons for additional costs being assessed at each address:
***, Blaine, MN
Application received: October 15,
Site checked: October 23, 28, November 4, 12, 18,
Site Ready: November 26,
Service installed: December 9,
Note: Used one frost burner for days
***, Elk River, MN
Application received: October 3,
Site checked: November 5,
Site ready: November 12,
Service installed: December 17,
Note: Additional charges for directional bore not assessed due to CenterPoint Energy delay
Two frost burners used for two days
***, Oak Grove, MN
Application received: October 17, Site checked: November 11, 18,
Site ready: November 26,
***, Hanover, MN
Application received: October 23,
Site checked: November 13, 19, 26,
December 3, 10, 17,
Service installed: December 17, Site ready: January 7,
Note: Used two frost burners for three daysService installed: January 21,
Note: Used one frost burner for three days
***, Buffalo, MN ***, Elk River, MN
Application received: October 31, Application received: October 17,
Site checked: November 19, 27; December Site checked: December 16, 26, January
5, 11, Site ready: January 14,
Site ready: December 26, Service installed: February 3,
Service Installed: February 3, Note: Used three frost burners for three days
Note: Used one frost burner for three days
***, Oak Grove, MN
Application received: October 31,
Site checked: November 18, 26; December 2,
10, 17, 23; January 6, 13,
Site ready: February 3,
Service installed: February 13,
Note: Used two frost burners for three days
As shown above, site readiness was a factor in the installation delay for all but one property (***), in which CenterPoint Energy agreed to not assess additional charges for the directional boreIn light of this information, and because you agreed to the charges before the work was done, CenterPoint Energy respectfully declines your request to waive these costs
Your complaint also claims that there is no phone number to call with questions about these chargesHowever, this phone number (***) is printed on the Natural Gas Service Agreement, as well as our monthly invoices
If you have additional questions, please contact us at the Builder's Hotline phone number above, or call me directly at ***
Sincerely,
***
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 *** *** *** in Hopkins, MN On 4/20/16, CenterPoint Energy mailed Mr*** *** a shut off notice in the amount of $to collect no later than 4/30/in order to avoid service interruption; along with a current billing invoice due in the amount of $by 5/18/16. When no payments or payment arrangements were received, gas service was interrupted on 5/13/16. Mr*** paid the past due amount along with a reconnection fee of $28.00, totaling $to restore gas serviceA reconnection request was scheduled for Monday, 5/16/along with a requested call ahead to ###-###-####. Unfortunately, both the call ahead and gas service appointment was missed.
Please note upon receipt of Mr***’s Revdex.com complaint on 5/18/16, our office made an attempt to reach out in an effort to reschedule his reconnection request. Only Mr*** was already speaking with our Customer Service Department and rescheduling another reconnection request at the same time; subsequently gas service was restore the same evening
Mr*** gas account currently has a past due balance of $that was due on 5/18/A shut off notice was mailed on 5/19/16, to collect the past due amount no later than 5/29/in order to avoid service interruption; and new charges of $is due by 6/16/16. If Mr*** cannot make payment by the shut notice date, he is welcome to contact customer service in order to setup payments arrangements in order to avoid another service interruption.
We apologize for any inconvenience this matter may have cause Mr*** ***, and thank him for the opportunity to work on his behalf; as we do appreciate his business
Sincerely,
Shauntee ***

Initial Business Response /* (1000, 5, 2014/07/01) */
July 1,
*** ***
***
Minnetrista, MN
Dear Mr***:
This letter responds to your complaint to the Revdex.com of Minnesota regarding installation of the water heater at your
father-in-law's property at ***, Brooklyn Park, Minnesota
Your complaint notes that you had not agreed to the additional $installation charge for the removal of the existing water heater, and that $was the price you had agreed toAnd, because Home Service Plus failed to contact you before beginning the installation, this problem could have been avoided
Upon review of the conversation you had with our Sales Associate, the issues raised in your complaint were determined to be valid concernsBecause of this, the $charge has been removed from your accountTo ensure quality customer service, we have addressed this issue internally as well
I would like to apologize for any inconvenience you may have experienced as a result of this issueIf you have any further questions, please contact me
Sincerely,
***
Customer Services
CenterPoint Energy
***

Initial Business Response /* (1000, 5, 2014/03/10) */
This is response to Revdex.com complaint# *** submitted by *** *** regarding the premise location at*** Shreveport, LA
On 3/3/we spoke with Ms*** and she explained when attempting to make a payment
through CenterPoint Energy's phone system, the system did not recognize her account number, phone number or social security numberShe also discussed the level of customer service received when making the report to customer serviceWe explained we would research all of her concerns and contact her once a resolution was reachedOn the same day it was determined the system did recognize the account number however did not recognize the phone number or social security numberThis information has been submitted to our research team to resolve this issueWe spoke with Ms*** on today, 3/10/2014, and provided that informationIt was explained that the issue is being researched however it may took an extended amount of time to resolveWe offered online billing as an alternative until the issue is resolved and committed to contacting her after a resolution has been reached
We also spoke with Ms*** on the level of customer service receivedWe apologized for any inconvenience these issues may have caused and reassured her that we strive to provide the best customer serviceWe also committed to submitting these concerns to the management team to discuss with all parties involved
Respectfully,
***
CenterPoint Energy

Initial Business Response /* (1000, 5, 2014/07/31) */
July 31,
*** ***
***
New Hope, MN
Dear Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy had the wrong area code on your
primary telephone number, and you did not receive past due notifications
In May CenterPoint Energy did upgrade our system; however, this had no effect on customer's contact informationThere are a couple of reasons your primary telephone number's area code was wrong: someone that was able to authenticate your account contacted us to update the phone number, or a customer service representative mistakenly changed the area code
You requested CenterPoint Energy make sure your phone numbers are not listed on another customer's accountI have searched our database with your phone numbers and your account is the only account with the phone numbers *** and ***
If you have questions regarding Online Billing in the future, please feel free to contact me directly
Sincerely,
***
Customer Services
CenterPoint Energy
***

Initial Business Response /* (1000, 5, 2016/03/11) */
March 11,
Mr*** ***
***
Bloomington, MN
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the heating system rebate you have requested
CenterPoint
Energy records show that you have obtained an AHRI number from the HVAC distributor where you purchased your new furnaceUnfortunately, that number is not listed on the AHRI website, which is a requirement for the rebate to be paidTo investigate further, our Rebate Center supervisor contacted the heating system manufacturer and provided the AHRI number and asked them if the equipment was listed on the AHRI websiteThe manufacturer (Rheem) responded that the furnace was from 2012, is no longer manufactured, and that the warranty expires in
The heating system rebate program guidelines state that the heating equipment must be listed on the AHRI or ENERGY STAR website in order to be eligible for a rebateThis is noted on the rebate form, CenterPoint Energy website and other program materialsOn the front of the form we also state that it is the responsibility of the dealer and purchaser to ensure that program requirements are metIf program requirements are not met, no rebate can be paid
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My furnace was listed on the AHRI websiteOtherwise it wouldn't have an AHRI certification numberTo quote from the CenterPoint rebate form:
"NOTE: For rebate to apply the new equipment must be listed and AFUE verified in the Air Conditioning, Heating and Refrigeration Institute (AHRI) directory."
Again, my furnace is new and has an AHRI certificate numberThis verifies its AHRI listingThe fact that the furnace is a model and isn't currently manufactured seems to be irrelevant to the rebateManufacturers regularly change modelsThe fact it is still under warranty, until 2017, also seems irrelevant to the rebateIf anything, it being under warranty seems to support my position
The CenterPoint response to the Revdex.com inquiry is exactly the same as one of the e-mails they sent meI've asked them to reconsider the rebate denial before I filed with the Revdex.comThey refused then and continue to be uncooperativeI could have purchased a cheaper and less efficient furnaceBut I was willing to invest in saving energy because of the incentive offered by the Residential High Efficiency Heating System RebatePlease ask CenterPoint to honor their Rebate
Final Business Response /* (4000, 9, 2016/03/21) */
CenterPoint Energy Rebate staff contacted AHRI after Mr*** asked to reconsider the decision, to determine if AHRI had archived the furnace model numberIn response to this inquiry, AHRI provided the following response on March 21, at 11:AM:
"Thank you for contacting AHRI for information on the Directory of Certified Product PerformanceThe model/combination you are looking for is not found within the past five yearsNo ratings can be providedYou will have to contact the manufacturer directly for any information about this unit."
Unfortunately, because the AHRI number provided cannot be verified by AHRI, no rebate can be provided

Thank you for your patience in our response regarding Revdex.com complaint# *** listed in the name of Mr*** *** for services rendered at the address of *** *** *** in Mankato, MN
56001.According to our records gas service was established at the subject address back on 12/8/listed in the name of *** ***. Please note the initial invoice was for the periods of 12/8/through 12/10/15, with a gas meter reading obtained of for ccfs of gas used totaling $45.04.On 1/13/16, a new party established gas service at the referenced address final billing Mr***’s gas account for the billing periods of 12/11/through 1/12/An incorrect and estimate gas meter reading of was obtained for ccfs of gas used, in the amount of $780.44; bringing the total balance due on the account to $when combined with the previous billOn 1/25/16, Mr*** contacted customer service to inquire about his high bill and requested an investigationPlease note a CenterPoint Energy field agent traveled to the service address on 2/3/16, and obtained a positive gas meter reading of 0650; subsequently generating a bill correction on Mr***’s gas accountThe correction made was for the gas service from the periods of 12/11/through 1/12/16, with a corrected gas meter reading of 0612, for ccfs of gas used in the amount of $146.29; with final balance owed of $Please understand we apologize for any inconvenience that this matter may have caused Mr*** and we thank for him for the opportunity to address his concernsBased on our investigation and the above information presented no other corrections are warranted
Sincerely,
Shauntee ***
*** ** *** ***

Initial Business Response /* (1000, 5, 2014/04/04) */
April 4,
*** ***
*** *** ***
*** ** XXXXX-XXXX
Dear Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the amount of your March bill
As your
complaint notes, your most recent bill was higher than the preceding billHowever, this was due to multiple reasons which I will explain in further detail
First, the primary reason your bill increased from $in February to $in March was due to an increase in the cost of gasThe cost of natural gas in February was $per therm of gas usedHowever, in March, this increased to $per therm; an increase of nearly 40%This was due to an increase in the market price of natural gas, which affected all CenterPoint Energy customersThis cost is passed on to CenterPoint Energy customers directly and does not result in increased profits for the company
Next, please note that although the bill amount increased, the actual gas consumption decreased from February to MarchYou were billed for therms of gas used in February, but only therms in MarchAgain, the increased bill total is due to a higher cost of gas
You also note that you were "not home all that much" during the March billing cycleWhile this may be the case, your heating equipment must still maintain the minimum temperature set by your thermostat, regardless of whether anyone is in the home
CenterPoint Energy has several options to help customers with the cost of higher winter billsFor example, our Budget Billing Plan (BBP) invoices for the total cost of gas per year, divided over twelve monthsYour account is eligible to enroll in the BBP at $per monthPlease let me know if you are interested in this option
Finally, CenterPoint Energy offers Home Energy Audits to help customers find ways to conserve their natural gas usageMore information is available at: http://www.centerpointenergy.com/services/naturalgas/residential/efficiencyrebat... /> If you have any further questions regarding this issue, please contact me
Sincerely,
*** H
Customer Services
CenterPoint Energy
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2014/03/05) */
March 5,
*** ***
***
StLouis Park, MN 55426-
Dear Ms***:
This letter responds to your complaint to the Revdex.com of Minnesota regarding the $charge for the payment you
submitted on February 7,
As noted in your complaint, your payment of $was returned by your bank, which incurred a $returned payment charge on your CenterPoint Energy accountThis fee is assessed by CenterPoint Energy to compensate for the processing costs associated with returned payments
As a courtesy to you, I have removed this charge from your accountYour credit rating has not been affected, and your CenterPoint Energy account remains in good standing
Please contact me if you have any further questions regarding this issue
Sincerely,
***
Customer Services
CenterPoint Energy
***

June 6,
"">Mr[redacted] Plymouth, MN Mr[redacted],
This letter responds to your May complaint to the Revdex.com of Minnesota (Revdex.com) regarding problems with your air conditioning unit which was installed by CenterPoint Energy on March 21, On May 22, you called for service on your newly-installed air conditioning unit and stated that the "unit is not cooling"On May 25, our service tech discovered that the temperature expansion valve (a factory installed part) was malfunctioning and needed to be replacedThe part was ordered and sent to your home and scheduled for installation on May Your complaint correctly states the part could not be installed at that time due to the weatherThe repair was rescheduled and completed on May On June 1, you spoke with Dave [redacted] regarding your concerns about the Ruud equipment that was installedAt that time per your request we agreed to remove the problematic equipment and install new Carrier equipment at no chargeOn June 3, we returned to your home to install the Carrier equipment and check for proper operationWhen Dave [redacted] called to follow up you indicated it was functioning much betterI am confident this new equipment will provide years of trouble free service. On behalf of CenterPoint Energy's Home Service Plus, we apologize for the problems you've experienced after the installation and with the subsequent servicing of your equipmentIf you have any further questions or concerns, please call Dave [redacted] at ###-###-####Thank you Sincerely, Robin H Regulatory Liaison CenterPoint Energy

Initial Business Response /* (1000, 5, 2014/04/07) */
April 7, 2014
[redacted]
XXXX Xth [redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you claim that CenterPoint Energy is overcharging you for gas...

used at XXXX Xth [redacted]
Your complaint states your first bill for June 2013 usage was over $400.00, but it was later reduced to $47.00. On June 16, 2013, CenterPoint Energy received an email from you requesting to start service as of June 1. Because your request to initiate service was submitted after the service start date, the first bill was based on a manually estimated meter reading. After you contacted us on July 26 regarding the high bill, we identified an error in our estimate and recalculated the June bill to $47.04.
Your complaint also mentions that you have been billed for more therms than what simple subtraction of the meter readings indicates. This is true and is due to the therm factor, which measures energy content.
Your natural gas meter measures the volume of natural gas passed [redacted] it but not the total energy content delivered to your home. CenterPoint Energy uses the therm factor to convert the volume of gas used to its heating equivalent. The therm factor varies depending upon the mix of hydrocarbons in the natural gas. Natural gas with a higher concentration of ethane, propane, or butane will have a higher therm factor. Impurities, such as carbon dioxide or nitrogen, lower the therm factor.
The billing of therms and the therm factor were approved by our regulator, the Minnesota Public Utilities Commission (MPUC), in 1993.
We respectfully decline your request for any refund. If you have any further concerns, please feel free to contact me directly.
Sincerely,
[redacted]
[redacted]
CenterPoint Energy
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You say that "Because your request to initiate service was submitted after the service start date, the first bill was based on a manually estimated meter reading. After you contacted us on July 26 regarding the high bill, we identified an error in our estimate and recalculated the June bill to $47.04." If you manually charged me over 400 dollars as an estimated bill, something is clearly wrong. When you readjusted it to $47.00 for June, when in May and July I clearly did not use that much and so June was no different in my general usage. How do I know your "readjustment" is accurate. It isn't averaged. How id do you come up with that number?? Look at the following chart and you can see that before June 1st, when the meter was replaced, all of the therms used are consistent with what the meter reads- every month, give or take a digit. Suddenly, they don't match up ever regardless of the cold winter, even in the summer they do not match up ever.Shouldn't they at least match up a little more closely in the summer? Considering one is using less gas? I understand what you said about how it is made up and that the number on the meter is then multiplied by the therm factor but even in the summer months they are not consistent. I looked at my moms bill and my sisters bill and a friends bill and their numbers match up in the summer months, at least. My neighbor's numbers match up. My bill has an error. My mom has a therm factor of 1.02, why is my therm factor 1.149? Why am I paying more to heat my home then she is paying to heat her home?
Meter Therms Charge basic charge
Apr 4,2014 1026 129 156.60 8.00
Mar 6,2014 914 216 210.15 8.00
Feb 5,2014 726 223 184.90 8.00
Jan 7,2014 532 266 204.79 8.00
Dec 5,2013 299 146 113.32 8.00
Nov 5,2013 171 71 61.94 8.00
Oct 4,2013 109 39 36.66 8.00
Sep 5,2013 75 40 37.77 8.00
Aug 6,2013 40 40 38.70 8.00
Jul 5,2013 5 48 47.04 8.00
May 31,2013 4905 15 20.72 8.00
May 6,2013 4890 31 30.84 8.00
Apr 5,2013 4859 10 10.84 3.68
Mar 22,2013 4849 51 39.81 4.21
Mar 6,2013 4798 98 75.43 8.00
Feb 5,2013 4701 115 85.36 8.00
Jan 7,2013 4587 111 85.30 8.00
Dec 5,2012 4477 83 64.47 8.00
Nov 2,2012 4394 18 14.16 2.10
Oct 25,2012 4376 38 30.99 5.52
Oct 4,2012 4338 37 32.10 8.00
Sep 5,2012 4302 37 32.83 8.00
Aug 6,2012 4266 37 31.86 8.00
Jul 6,2012 4229 39 32.25 8.00
Jun 5,2012 4191 46 34.25 8.00
May 3,2012 4146 62 41.89 8.00
Final Business Response /* (4000, 9, 2014/04/18) */
April 18, 2014
[redacted]
XXXX Xth [redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
This letter responds to your continued complaint to the Revdex.com (Revdex.com) in which you claim that CenterPoint Energy is overcharging you for gas used at XXXX Xth [redacted] Minneapolis.
In your complaint, you asked why you were paying more to heat your home than your mother because her therm factor was lower than yours. The therm factor differs for customers depending on their billing date, meter size, and geographical location. We have many different delivery stations and the energy content of the natural gas varies in each location. We measure the natural gas at each location daily to determine its energy content.
When your bill is generated, we average the daily energy content readings from your last meter reading to your current one. We also take into consideration your meter size, because different meter sizes create different pressures when delivering natural gas. The therm factor on your bill will vary from other customers unless they have the same size meter as you, the same billing date, and are connected to the same supply line.
The number of therms you are billed for in your monthly billing will not match the number of therms recorded from your meter reading unless you have a therm factor of 1.00. You are not paying more when your therm factor is high, because you will use less gas being the energy content of the gas is higher.
I have researched your estimated billing for July 2013 and determined that it is accurate compared to previous usage at this location. Our calculations are based off of the current cost of gas, previous usage at the property during the same time of the year, the therm factor, and the heating degree days. You may refer to the Minnesota Administrative Rule 7820.3400 for further information on estimated billing.
We respectfully decline your request for any refund. CenterPoint Energy considers this complaint closed. If you have any further concerns, please feel free to contact me directly.
Sincerely,
[redacted] A.
Customer Services
CenterPoint Energy
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2014/05/15) */
May 15, 2014
[redacted]
Belle Plaine, MN 56011
Dear Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the recent service call for your...

clothes washer.
On April 29, 2014, our technician found that your clothes washer was unrepairable, as the necessary repairs were not covered by your Home Service Plus (HSP) Repair Plan. As discussed in the conversation you had with the technician's supervisor, not all parts and repairs are covered by HSP.
The Terms and Conditions of the HSP Repair Plan contract state (in part):
"CenterPoint Energy reserves the right not to repair the appliance and recommend replacement by you when the cost of repairing your old furnace or appliance exceeds its replacement value."
In addition, our technician found that water was leaking from the appliance's transmission, which is not covered with the HSP Repair Plan. Please note, however, that the cost of this diagnosis would have been $95 if you were not an HSP customer.
I apologize for any inconvenience you may have experienced as a result of this diagnosis. Please contact me if you have any further questions.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint was more of the fact is took them 8 days to return a phone call on the matter of why the appliance shouldn't be fixed. I was told I would receive a packet telling me what is and isn't covered by the plan. That still has not come in the mail. It is a matter of can I trust the plan for what it is worth?
Final Business Response /* (4000, 9, 2014/05/28) */
May 28, 2014
[redacted]
Belle Plaine, MN 56011
Dear Mr. [redacted]:
I would like to apologize for the delay in responding to your complaint. As a gesture of goodwill, and to make up for any inconvenience you may have experienced, we have credited your account for three months of the Home Service Plus Total Repair Plan (totaling $125.85).
In addition, I have mailed another copy of the Home Service Plus Terms and Conditions.
Please contact me if you have any further concerns regarding this issue.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]

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