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CenterPoint Energy Reviews (269)

I have been auto-paying CenterPoint Energy for many years. I set up my payments to pay ahead, on average. As it turns out I was always paying ahead, and this resulted in a significant credit on my account.

Unlike other places I've dealt with on similar matters, the process of getting the refund check issued was as simple and easy as it can get. Additionally the support person helping me was extremely polite, helpful, and to the point.

Other businesses world would be wise to pattern their support centers in a similar manner. A happy customer is a retained customer.

I am rejecting this response because:Consumer stated CenterPoint Energy did in fact come out and repair the washer and it is working fine. Consumer plans to follow up for a refund for service that they haven't been provided for 2 months.
Upon request, response has been transcribed by Revdex.com employee.

Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] listed in the name of...

[redacted] located at the address of [redacted] Minneapolis, MN 55407.
According to our records Ms. [redacted] contacted CenterPoint Energy Customer Service on 7/11/16, to establish gas service in her name. Our representative established the gas account and advised that appointment window would be between the hours of 8 a.m., to 8 p.m. Ms. [redacted] was receptive to the information provided and asked for a thirty minute call ahead on her move in request.  Our automated dialer contacted Ms. [redacted] at 4:03 p.m., which was answered and the option of customer enroute was selected. The technician arrived to the subject address at 4:33 p.m., and found no one home; leaving a door tag regarding the missed appointment.
After several more phone calls to customer service, Ms. [redacted] spoke with a Supervisor; and an after hour’s exception was made to accommodate Ms. [redacted] for 7/12/16.
On 7/12/16, gas service was successfully activated at 10:49 p.m.
In review of your concerns raised, our appointment windows on reconnection move in requests are scheduled all day; and require the customer’s presence to allow us inside access so that a safety inspection can be performed, in addition to lighting all gas appliances which is completed as a safety precaution.  Please note in addressing the missed appointments: once an appointment has been missed our process does not allow us the opportunity to go back to the service address, due to workload permitting in addition to possible gas emergencies. Our normal process requires the customer to reschedule their appointment for the next date available.
We apologize for any inconvenience this matter may have caused you. We highly regard any recommendation that will improve the way we conduct business; as we are thankful for having the opportunity to assist you and look forward to better serving you in the future.
Sincerely,
Shauntee [redacted]

Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr. [redacted] for the address of [redacted] in...

Minneapolis, MN.

Our investigation revealed Mr. [redacted] contacted CenterPoint Energy Customer Service on 2/23/2016, to request a state inspection of his gas furnace. Our customer service representative agreed and scheduled the appointment in error.  On 2/27/2016, an HSP technician traveled to Mr. [redacted] address and completed a gas furnace tune up without the requested inspection.  Mr. [redacted] soon after contacted our customer service department to initiate a complaint about the mishandling of his order; and therefore demanded to speak with a supervisor.  A customer service supervisor returned Mr. [redacted] phone call 48 hours later, leaving a voice mail. 

On 3/1/2016, Mr. [redacted] gas account was billed in the amount of $104.95 for cost of the furnace tune up; with a date due by 3/29/2016. 

On 4/2/2016, the charges in the amount of $104.95 were retracted. We offer our most sincere apologies for any inconvenience this matter may have caused Mr. [redacted].  Please know expectations of improvement were clearly communicated to those responsible for the mishandling of Mr. [redacted] gas account; and know we are grateful for having the opportunity to assist and better serve Mr. [redacted] in the future.

Sincerely,

Shauntee [redacted]

Initial Business Response /* (1000, 8, 2014/07/31) */
This resolution is in reference to complaint #: [redacted].
Please be advised that we have reviewed the account located at [redacted] Lawton, OK 73505.
Thank you for contacting CenterPoint Energy. As one of our valued...

customers, we want your experience with CenterPoint Energy to be exceptional.
We value all our customers and expect that our employees demonstrate this to our customers by treating each of them fairly and respectfully. Please accept our apology for the way you were treated by our Customer Service department. And thank you for bringing this matter to our attention. Per your complaint we have refunded the $75.00 Security Deposit back to your account.
Again we apologize for any inconvenience this may have caused you and thank you for making us aware of this issue.
If you need further assistance, please contact Customer Service at [redacted].
[redacted]
Executive Administration Office
Business Response /* (4000, 18, 2014/08/28) */
This resolution is in reference to case # [redacted].
Please be advised that we were able to locate the natural gas account at [redacted] Lawton, OK 73505.
We contacted Mrs. [redacted] to discuss her complaint. It was resolved that her account would be credited for $75.00. The credit has posted to her account and the current balance if a credit of $25.81.
Respectfully,
CenterPoint Energy
Executive Administration Office

I am rejecting this response because:
CenterPoint inaccurately states "On 6/7/16, Mr. [redacted] contacted CNP/HSP Customer Service to add the Replacement Assistance Plan."
On 6/7/16 I contacted CenterPoint to cancel coverage on the refrigerator in question. It was at that time that representative informed me I could add replacement coverage to my existing coverage and I could call back to schedule service in a month. This was, in fact, verified by the supervisor I spoke to on 8/2/16. 
At no time did I ever cancel the replacement coverage. This was done without my consent by CenterPoint. 
I expect CenterPoint to honor the plan that their agent knowingly sold me. If  they are unable to this I will cancel all coverage for both units of my duplex and take my business to more reputable company.

Initial Business Response /* (1000, 5, 2014/11/14) */
November 14, 2014
[redacted]
[redacted]
Brainerd, MN 56401-4332
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota (Revdex.com) regarding the installation of gas service...

at your property at [redacted], Brainerd, Minnesota.
CenterPoint Energy records show that your application for gas service installation was received on August 11, 2014, but that permits from the city of Brainerd were not received until September 17, and required information regarding the location of the sewer line at your property was not received until October 15. Your installation was then scheduled for the week of November 4th but was again delayed due to a scheduling issue with the drilling crew.
I would like to thank you for your patience despite multiple delays in getting your gas service installed. At this time, your gas service has been installed as of November 13.
Please contact me if you have further questions regarding this issue.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]

April 27, 2016
Mr. [redacted]

size="3"> [redacted]
[redacted]

Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your claim of property damages caused by a Home Service Plus (HSP) technician during the repair of your dryer at [redacted]nue, [redacted]
CenterPoint Energy records show that you requested that Home Service Plus (HSP) repair your dryer on February 22, 2016, and that an HSP technician then serviced your dryer on February 23. As your complaint notes, you claim that this technician caused property damages during the course of this repair.
To investigate this issue, our technician’s supervisor visited your property to attempt to determine the source of the property damages. This supervisor’s manager then also visited your property to attempt to resolve this issue and determine if CenterPoint Energy or HSP were responsible for any property damages.
As noted in the letter sent by CenterPoint Energy’s Claims Department on April 7, 2016:
Our investigation of this matter revealed the following:


Upon arrival, our employee found the dryer already pulled away from the wall and you admitted you had removed the dryer hose prior to our technician arriving;
As a courtesy, our employee reconnected the dryer hose at your request and pushed the dryer back against the wall after reconnecting the hose. He did not damage the floor when the dryer was put back in place.
The CenterPoint Energy technician made all repairs from the front of the unit, eliminating the need to move the dryer forward (from the position you had placed it in prior to his arrival);
The indentation in the door is on the opposite side of the room from the dryer and not anywhere near where the technician was working.
There is no evidence to support your claim that CenterPoint Energy’s technician was responsible for this damage. Therefore, we respectfully maintain our position regarding liability of this claim and stand by our denial.
Sincerely,
Robin H Regulatory Liaison
CenterPoint Energy
[redacted]

Initial Business Response /* (1000, 5, 2014/07/14) */
July 14, 2014
Mr. [redacted]
[redacted]
Edina, MN 55439
Dear Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding restoration of your lawn after the gas service main was...

replaced.
Your complaint states that CenterPoint Energy did not properly restore your lawn to its previous state after we replaced the gas service main at your home. As discussed in our July 9th conversation, our Restoration supervisor agreed to place sod in your yard in an effort to address your concerns. And, we extended this offer to any other customers in your neighborhood who were affected by this problem.
I would like to apologize for any inconvenience you may have experienced as a result of this issue. Because the restoration of your yard has been scheduled, CenterPoint Energy considers this matter resolved.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]

Initial Business Response /* (1000, 5, 2014/06/11) */
June 11, 2014
[redacted]
St. Paul, MN 55116
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 complaint. However, I see that your air conditioner was repaired by our technician on May 31, 2014, who found that the blower motor required replacement. The 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 Plan. I 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]

Initial Business Response /* (1000, 12, 2015/07/28) */
[redacted]Document Attached[redacted]
July 27, 2015
Mr. [redacted]
[redacted]
Litchfield, MN 55355-2719
Mr. [redacted]:
This letter responds to your complaint the Revdex.com of Minnesota regarding the balance owed on...

your account.
CenterPoint Energy records show that your balance is currently $674.03; $657.66 of which is past due. To demonstrate how this balance occurred, I have attached a document which shows the total amounts billed to your account. This includes:
Gas Charges: $1,286.41
Late Fees: $38.01
Appliance Repair $423.11
Reconnection Fee: $22.50
The total amount billed to your account since your service began on June 1, 2013, is $1,770.03. During that time, you have submitted payments totaling $1,096. The difference between the amount billed and the amount you have paid is $674.03, which is your current total balance owed.
Please note that your gas service is currently eligible for disconnection for a past due balance of $370.55 in gas charges.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 14, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OK so now were is the part of all the money that I have paid because I have paid allot more then that. See that is another thing that you guys can send let alone show proof of all the charges and billed paid. Were is all that proof?
Final Consumer Response /* (3000, 19, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again you guys can not do what is asked, I have asked several times now for a detailed copy of everything billed and everything paid. And you guys cant do that. I know that we don't owe that much. I attached on 8-5-15 a copy of my last bill clearly stated that you say I owe $744.03 but you say I owe $674.03. plus you guys are trying to charge me $300 dollar for a cancelled installment. First off it was never cancelled and you cant charge someone that. And I want a detailed bill on everything owed and everything payed. I know for a faked that we don't owe you this much money because when I set up the installment plan my bill would have been paid off this month 8-9-15. Per my conversation with the Representative on the phone 5 months ago and my bill was then $456.00
Final Business Response /* (4000, 21, 2015/08/19) */
I have attached an account history of charges and payments made to your account.

Mr. [redacted]:
Thank you for contacting CenterPoint Energy. Unfortunately, I am unable to locate your account in our system. Could you please provide your account number so that I can locate your account?
If you are an XCel Energy customer, your complaint may need to be submitted to...

Xcel Energy for resolution.
Thank you,
Robin HRegulatory LiaisonCenterPoint Energy

Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr. [redacted]. We acknowledge receipt of Mr. [redacted]’s rebuttal rejection received in office.
Please note on 6/7/16, Mr. [redacted] contacted CNP/HSP regarding adding the Replacement Assistance Plan, it was at this time our representative advised that the refrigerator would be covered with RAP “if it is in working condition”. 
Please understand the Replacement Assistance Plan was canceled for the refrigerator option only on 8/2/16 due to the pre-existing condition.
We apologize for any misunderstanding and inconvenience that this matter may have caused Mr. [redacted]. However, we stand by our decision to deny Mr. [redacted]’s request for Replacement Assistance in the amount of $850.00. Mr. [redacted] has not been charged for the Replacement Assistance Plan.
 
Sincerely,
Shauntee [redacted]

Initial Business Response /* (1000, 5, 2014/03/11) */
March 11, 2014
[redacted]
Brooklyn Park, MN 55443-2284
Dear Ms. [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota (Revdex.com) regarding reimbursement for the replacement of your...

heat exchanger.
CenterPoint Energy first became aware of the issue with your furnace when you called Home Service Plus on January 19, 2014 to report that you had no heat. Our technician responded and found a crack in the heat exchanger, which required that the furnace be shut down for safety reasons. Because you requested a second opinion, we then dispatched another technician who confirmed high carbon monoxide readings present after the furnace had been running briefly.
Your complaint notes that you had another company inspect your furnace, and that they replaced your heat exchanger before determining that the problem was actually with the gas valve. If, as you allege, CenterPoint Energy misdiagnosed the issue, this mistake was repeated by the company who replaced the heat exchanger.
Because the heat exchanger has already been replaced, it is no longer possible to determine whether our initial diagnosis was correct. But, if you wish to be considered for reimbursement for the cost of the work done by the other company, you must submit paperwork documenting the work done, along with the total costs involved. Please note that this must have been done by a licensed contractor to qualify for reimbursement.
Your complaint also states that you had difficulty escalating your concerns to Home Service Plus management. Our records show that you spoke with the supervisor of the technician who initially diagnosed the issue with your furnace, and that her supervisor also attempted to contact you three additional times to resolve your complaint.
In the interest of resolving this issue, please respond to this complaint to me directly so that you can be considered for reimbursement.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]
Final Consumer Response /* (3000, 7, 2014/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint does not note that I had another company inspect my furnace. It states that another company fixed the part that Centerpoint Energy diagnosed as being cracked. The other company did not diagnose anything, because Centerpoint Energy had already done the diagnostic work. They were hired to fixed the part that Centerpoint Energy said was broken and needed to be replaced. Your contractor misdiagnosed the problem, not the other company, who did what they were hired to do. I suspect that your sales people did exactly what they were hired to do, which is to try and sell a $2500 furnace to a person when they do not need one. Since my licensed contractor adjusted the gas pressure, I have had no other issues with my furnace.
I did speak with a supervisor named [redacted], only after calling 3 different times over the span of a week. She finally called me back after I left a voicemail message threatening to contact the Revdex.com and Attorney General. When she did call me back, she was extremely rude, totally abrasive, condescending and accusatory. She flat out lied to me on several occassions, which is why I asked to speak to her supervisor. The first 5 or 6 times I asked to speak to her supervisor, she refused. Then she finally agreed to have him contact me, which he never did until after this complaint was filed. I attempted to call him back and left a message asking him to contact me, which he never did.
[redacted]-if you want me to respond directly to you, please provide me with your email address. I will gladly forward you the paperwork from my licensed contractor indicating that the heat exchanger was not in fact the issue and that the problem was the gas pressure. I do not wish to communicate via phone because of my work schedule. I would also prefer to have all of our exchanges going forward to be well documented and email is really the only way to ensure that. In addition to the paperwork from the licensed contractor, I will also forward to you the notes I took after my initial phone conversation with your employee, [redacted], and the emails that followed, so you can see for yourself how completely unprofessional she was towards me.
Thank you,
[redacted]@yahoo.com
Final Business Response /* (4000, 9, 2014/03/24) */
March 24, 2014
[redacted]
Brooklyn Park, Minnesota 55443-2284
Dear Ms. [redacted]:
As you have requested, I will continue further correspondence via email.
Thank you,
[redacted]
Customer Service
CenterPoint Energy
[redacted]

Thank you for your patience in our response regarding Revdex.com complaint # [redacted] listed in...

the name of [redacted] located at the address of [redacted], Minneapolis, MN. 
According to our records a shut off notice was mailed to subject address on 6/2/16, to collect a past due amount of $68.13 no later than 6/12/16 to avoid service interruption.  Current charges in the amount of $43.90 were due 6/30/16. Please understand when no payments or payment arrangements were received in our office by the shut off date of 6/12/16, gas service was disconnected for nonpayment on 6/21/16.
On 6/22/16, Mr. [redacted] contacted customer service and requested the amount needed to restore his gas service. The Customer Service Representative advised of the amount Mr. [redacted] was shut off for, and transferred Mr. [redacted]’ s phone call to the IVR for payment processing. On 6/28/16, Mr. [redacted] made another payment for $28.00 however the gas service remained off. On 7/3/16, Mr. [redacted] contacted our Customer Service Department again to report an emergency gas odor coming from the gas meter in the front of his address.  Upon arrival our CNP emergency technician documented that he checked the gas meter, riser and around the entire home and found no gas readings or odors; and left the area safe and leaving the gas service off as he found it. Finally, on 7/5/16 Mr. [redacted] contacted Customer Service to inquire why his gas service was still off. The Customer Service Representative explained that an order was never placed to restore service upon the initial request.  Mr. [redacted] informed the representative that he was never advised to report his payment back into our office for restoration of service. A reconnection order was scheduled for the same day and gas service was reconnected.
Please note the initial Customer Service Representative failed to provide the necessary information Mr. [redacted] needed in reconnecting his gas service. Please know that expectations of improvement will be communicated to the individuals responsible for mishandling Mr. [redacted]’s restoration process.
We apologize for any inconvenience that this matter may have caused Mr. [redacted]. The additional deposit was waived and although he paid a reconnection fee in the amount of $28.00 to have his gas service restored, we will gladly reverse it as a onetime courtesy due to missed information that was not provided.
We thank Mr. [redacted] for the opportunity to work on his behalf as we appreciate his ongoing business.
Sincerely,
Shauntee [redacted]

Initial Business Response /* (1000, 7, 2015/03/13) */
March 13, 2015
Ms. [redacted]
[redacted]
Minneapolis, MN 55417-2435
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding responsibility for natural gas service...

for your rental property at [redacted], Minneapolis, Minnesota 55417.
You noted in your complaint that your tenant should be responsible for gas charges at the above address. CenterPoint Energy records show that gas service was put into your name on April 14, 2012.
This initially occurred due to an error made by a customer who gave their new address as [redacted], Minneapolis, and requested that the gas service be put into their name on that date. This customer subsequently called back to correct this error and initiated gas service at the correct address. However, after the error was corrected on that customer's account, CenterPoint Energy failed to continue billing the previous tenant, and responsibility for the gas service was put into your name as the property owner. And, because your account is enrolled in Automatic Bank Draft, the monthly invoices were drafted from your bank account until the error was corrected in September 2014.
At this time, I have corrected the error by reverting responsibility for gas service to your tenant, which removed the gas charges invoiced to your account since the date the error occurred. Because you had already paid these bills, this has resulted in a credit balance on your account of $2,261.62.
Due to our accounting process, $1,252.26 will be automatically refunded to you, and the remaining credit balance of $1,009.36 will remain on your account. Please contact me if you wish to be refunded this total amount.
CenterPoint Energy regrets the error that caused your complaint, as well as any inconvenience you may have experienced. Please contact me if you have any further questions.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]

Initial Business Response /* (1000, 5, 2014/05/09) */
May 5, 2014
[redacted]
Plymouth, MN 55441-5768
Dear Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the replacement of your gas meter...

at[redacted], Plymouth.
CenterPoint Energy records show that your gas meter was replaced on April 29, 2014 as part of an annual meter sampling project. CenterPoint Energy is required, on an annual basis, to test a very small number of our customer's gas meters to ensure meter accuracy and proper functionality. Your gas meter was randomly selected as part of this project.
The notification process for this work consists of a letter sent prior to the meter being replaced, a notice left on the door after the work has been completed, and a telephone call reminder to have the service restored.
As you note, service interruptions can be an inconvenience for customers, but are also necessary in the course of doing business as a utility. I apologize for any inconvenience you may have experienced during this process.
Please contact me if you have any further questions regarding this issue.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The letter explains the process, but fails to identify where the process broke down. As I stated in my explanation, a letter was not sent notifying me of the day the work would be performed, (If the letter that work would be performed sometime between April and October is notification, I would say that in itself is a failure.), notice could not be found and I would be happy to submit my phone records to indicate that there was no call made to notify me that the work was performed. If this is the process, where did the failure occur?
Final Business Response /* (4000, 9, 2014/05/20) */
May 20, 2014
[redacted]
Plymouth, MN 55441-5768
Dear Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the replacement of your gas meter at[redacted], Plymouth.
As noted in previous correspondence, CenterPoint Energy sent a letter notifying you of the planned meter change. This letter stated, in part:
"April 15 - October 15: Please make an appointment as soon as possible to avoid having your service disrupted. If no appointment is scheduled, your gas will be shut off and the meter will be replaced. A card will be left with information and phone numbers at the entry points to your home. When you receive this card, please call the phone number on the card to have a technician restore your gas service as soon as possible."
Although current daily temperatures are not typically factored in when the meter change is performed, CenterPoint Energy and its contractor, RMR Services, attempt to work with customers to schedule the work for times that work for both parties. During the heating season (October 15-April 15), meter change orders are only performed by appointment.
As noted in your initial complaint to the Revdex.com, you did not respond to the letter, so the work was performed without appointment, as described in our letter and as outlined above.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]

Initial Business Response /* (1000, 5, 2015/02/17) */
February 17, 2015
Ms. [redacted]
Brooklyn Center, MN 55430-3719
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the due dates and payments...

on your account for gas service at [redacted], Brooklyn Center, Minnesota 55430.
CenterPoint Energy records show that on January 8, 2015, you enrolled in Automatic Bank Draft for payment of your monthly natural gas bill.
However, the date you chose for payments to be withdrawn (the 13th of each month) cannot be accommodated by our billing system, as we cannot draft a payment for your bill less than ten days from the date the bill invoices. We should not have offered that date as an option for automatic payment.
Unfortunately, due to the time that your meter is read, we cannot offer to draft payments on the 13th of each month for your account. However, we do offer payment draft dates that are later in your billing cycle. You also have the option of making manual payments (online, over the phone, at a pay station, or via check) on any date during your billing cycle.
At this time, your account has been de-enrolled from Automatic Bank Draft, and no payment will be drafted from your account. Also, we have extended your due date for the current bill to March 21, 2015. You may make payment for your bill at any time prior to March 21.
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,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to work with Centerpoint to get a change in billing date but either they mess up my account or give me the run around. I want a solution, an apology and a bill credit.
Final Business Response /* (4000, 9, 2015/03/09) */
Ms. [redacted]:
As noted in our previous response to your complaint, CenterPoint Energy cannot draft your monthly payments on the 13th of each month, as it is too soon after your billing date. If you wish to use Automatic Bank Draft, you will need to select a draft date which is later in the billing cycle. You also have the option of making manual payments (online, over the phone, at a pay station, or via check) on any date during your billing cycle.
I apologize for the inconvenience.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy

I pay $25 per month on my Centerpoint Energy bill for so-called "service plus". Should be called "lack of service". Without going into details, waited 9 days for appointment to fix air conditioner, they missed the appointment window forcing me to wait nearly 7 hours, had to wait for a part to be overnight express shipped (Sevice man determined we were "old and frail".). Was told "as soon as the part arrives, we will be out to install it." Called to to tell them part arrived and they told me they'd install it next week. I told them this was unacceptable. So she said, okay tomorrow. So why did she first say next week? When I complained, she told me with dripping sarcasm that it was "cool outside today" so I'll be fine. (My response to her full of choice words is redacted).

Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] listed in the name of [redacted] for the...

address of [redacted] in Minneapolis, MN. 
On 4/20/16, CenterPoint Energy mailed a shut off paper notice to the address of [redacted] in Albany, NY 12210-1928 addressed to Mr. [redacted] in addition to sending an email to the address of [redacted]. The shut off notice advised Mr. [redacted] to make payment for the past due charges of $73.25 no later than 4/30/16, in order to avoid service interruption; along with current charges of $61.97 due by 5/18/16. Please understand a disconnection request was sent to the field on 5/2/16 when no payment or payment arrangements were received; resulting in gas service interruption on 5/13/16.
Mr. [redacted] paid the past due amount of $73.25 the same day and contacted customer service to report his payment. At this point Mr. [redacted] was advised to pay a reconnection fee of $28.00 in order to have the service restored; which we received leaving a remaining balance of $61.97 due by 5/18/16. Please note an order was placed to reconnect the gas service by the next available business day. But Mr. [redacted] disagreed with the reconnection date and asked to speak with a supervisor.  Supervisor [redacted] changed the reconnection request for the same day as one time courtesy after Mr. [redacted] explained his situation; and gas service was restored the same day.
Please know that CenterPoint Energy followed policy and procedure consistent with Minnesota Rules 7820.1000-7820.3000 on Disconnection of Service. We apologize for any inconvenience this matter may have caused Mr. [redacted] as we do appreciate his business.
Sincerely,
Shauntee [redacted]

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