BBB Accredited Business since

CenterPoint Energy

Phone: (612) 372-4664 PO Box 59038, Minneapolis, MN 55459 View Additional Email Addresses http://www.centerpointenergy.com/en-us/residential/services/home-service-plus View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that CenterPoint Energy meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for CenterPoint Energy include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 142 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

142 complaints closed with BBB in last 3 years | 56 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 46
Billing/Collection Issues 32
Delivery Issues 6
Guarantee/Warranty Issues 2
Problems with Product/Service 56
Total Closed Complaints 142

Customer Reviews Summary Read customer reviews

9 Customer Reviews on CenterPoint Energy
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 8
Total Customer Reviews 9

Additional Information

BBB file opened: April 01, 1970 Business started: 01/01/1870 in MN Business started locally: 01/01/1870 Business incorporated 01/01/1882 in MN
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Minnesota Secretary of State
180 State Office Bldg, 100 Rev. Dr. Martin Luther King Jr. Blvd., Saint Paul MN 55155
http://www.sos.state.mn.us
Phone Number: (651) 296-2803

Minnesota Department of Labor and Industry
443 Lafayette Rd N, Saint Paul MN 55155
http://www.dli.mn.gov
Phone Number: (651) 284-5005
dli.contractor@state.mn.us

Type of Entity

Corporation

Business Management
Robin Hougdahl, Owner/Manager
Contact Information
Principal: Robin Hougdahl, Owner/Manager
Business Category

Natural Gas Companies Furnace Sales & Service Heating Contractors Pipe Inspection Heating & Air Conditioning Air Conditioning Repair Appliances - Major - Service & Repair Heating Equipment & Systems Cleaning & Repair

Service Area
CenterPoint Energy provides their services in AFTON, ALBERTVILLE, ANDOVER, ANOKA, APPLE VALLEY, ARDEN HILLS, BAYPORT, BELLE PLAINE, BETHEL, BIG LAKE, BISCAY, BLAINE, BLMNG PRAIRIE, BLOOMING PRAIRIE, BLOOMINGTON, BROOKLYN CENTER, BROOKLYN CTR, BROOKLYN PARK, BUFFALO, BURNS TOWNSHIP, BURNS TWNSHP, BURNSVILLE, CAMBRIDGE, CANNON FALLS, CENTERVILLE, CHAMPLIN, CHANHASSEN, CHASKA, CHISAGO CITY, CIRCLE PINES, COLLEGEVILLE, COLUMBIA HEIGHTS, COLUMBIA HTS, COLUMBUS, COON RAPIDS, CORCORAN, COTTAGE GROVE, CROWN COLLEGE, CRYSTAL, DELANO, DELLWOOD, EAGAN, EAST BETHEL, EDEN PRAIRIE, EDEN VALLEY, EDINA, ELK RIVER, ELKO, ELKO NEW MARKET, ELKO NEW MRKT, EXCELSIOR, FALCON HEIGHTS, FALCON HGTS, FARIBAULT, FARMINGTON, FOREST LAKE, FRIDLEY, GLENCOE, GOLDEN VALLEY, GREENWOOD, HAM LAKE, HAMEL, HAMPTON, HANOVER, HASTINGS, HEIDELBERG, HILLTOP, HOPKINS, HOWARD LAKE, HUGO, HUTCHINSON, INDEPENDENCE, INVER GROVE, INVER GROVE HEIGHTS, JORDAN, LAKE CITY, LAKE ELMO, LAKEVILLE, LANDFALL VILLAGE, LANDFALL VLG, LAUDERDALE, LE SUEUR, LINO LAKES, LITTLE CANADA, LONG LAKE, LONSDALE, LORETTO, MAHTOMEDI, MANKATO, MAPLE GROVE, MAPLE LAKE, MAPLE PLAIN, MAPLEWOOD, MARINE ON SAINT CROIX, MARINE ST CRX, MEDICINE LAKE, MEDINA, MENDOTA, MENDOTA HEIGHTS, MENDOTA HTS, MERIDEN, MINETONKA BCH, MINETONKA MLS, MINNEAPOLIS, MINNETNKA BCH, MINNETNKA MLS, MINNETONKA, MINNETONKA BEACH, MINNETONKA MILLS, MINNETRISTA, MONTEVIDEO, MONTGOMERY, MONTICELLO, MOUND, MOUNDS VIEW, MOUNDSVIEW, N SAINT PAUL, NEW BRIGHTON, NEW HOPE, NEW MARKET, NEW PRAGUE, NEW TRIER, NEWPORT, NO OAKS, NORTH BRANCH, NORTH MANKATO, NORTH OAKS, NORTH SAINT PAUL, NORTH ST PAUL, NORTHFIELD, NOWTHEN, OAK GROVE, OAK PARK HEIGHTS, OAK PARK HGTS, OAK PARK HTS, OAKDALE, ORONO, OSSEO, OTISCO, OTSEGO, OWATONNA, PINE SPRINGS, PLYMOUTH, PRIOR LAKE, RAMSEY, RANDOLPH, RED WING, RICHFIELD, ROBBINSDALE, ROCKFORD, ROGERS, ROSEMOUNT, ROSEVILLE, SAINT ANTHONY, SAINT BONIFACIUS, SAINT LOUIS PARK, SAINT PAUL, SAINT PAUL PARK, SAINT PETER, SAVAGE, SHAKOPEE, SHOREVIEW, SILVER CREEK, SOUTH SAINT PAUL, SOUTH ST PAUL, SPRING LAKE PARK, SPRING LK PK, SPRING PARK, ST ANTHNY VLG, ST ANTHONY, ST ANTHONY VILLAGE, ST BONIFACIUS, ST LOUIS PARK, ST PAUL PARK, STILLWATER, SUNFISH LAKE, VADNAIS HEIGHTS, VADNAIS HTS, VESELI, W LAKELAND, W SAINT PAUL, W ST PAUL, WACONIA, WADENA, WASECA, WAYZATA, WEBSTER, WEST LAKELAND, WEST SAINT PAUL, WEST ST PAUL, WHITE BEAR LAKE, WHITE BEAR LK, WHITE BEAR TOWNSHIP, WHITE BEAR TP, WOODBURY, YOUNG AMERICA & ZIMMERMAN, MN.
Alternate Business Names
CenterPoint Energy Minnesota Gas Home Care Services Minnegasco Minnegasco Home Service Plus Reliant Energy Resources Corporation
Products & Services

According to the information provided by CenterPoint Energy, this company offers natural gas distribution.

Industry Tips
Tips to Consumers for the HVAC Industry

Customer Review Rating plus BBB Rating Summary

CenterPoint Energy has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • PO Box 59038

    Minneapolis, MN 55459 (612) 372-4664

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/29/2016 Guarantee/Warranty Issues
7/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our Service was abruptly shut off June 21, 1996. We were current as of May and the May 31 billing apparently put us behind again. A shut-off notice was sent June 12 that we did not receive being out of town. While we object to the rapidity and will be pursuing action on that count, Center has acted fraudulently since. We paid by online check June 22 PLUS a re-connection fee. We were led to believe it could take up to 5 business days to be reconnected. It is NOW July 3, 2016. 10 days later (7 business days) and tomorrow being a holiday Centerpoint is closed, we will not still not have service; fully 14 days later. Moreover, an additional $3.75 charge has been assessed above and beyond the charges we were informed of.

Desired Settlement: Several charges have been erroneously assessed. The initial disconnection was in error and possibly illegal. Therefore, any reconnection fee would be in error. The additional charge was misrepresented and must be reversed. The dates for which we have not had service must not be billed. Lastly, we desire timely restoration but that is not possible at this late date despite Counterpoint's policies and promises.

Business Response:

Thank you for your patience in our response regarding BBB complaint # ******** listed in the name of *** ********** located at the address of **** **** *** **, 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. *** ********** contacted customer service and requested the amount needed to restore his gas service. The Customer Service Representative advised of the amount Mr. ********** was shut off for, and transferred Mr. **********’ s phone call to the IVR for payment processing. On 6/28/16, Mr. ********** made another payment for $28.00 however the gas service remained off. On 7/3/16, Mr. ********** 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. ********** 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. ********** 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. ********** needed in reconnecting his gas service. Please know that expectations of improvement will be communicated to the individuals responsible for mishandling Mr. **********’s restoration process.

We apologize for any inconvenience that this matter may have caused Mr. **********. 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. *** ********** for the opportunity to work on his behalf as we appreciate his ongoing business.

Sincerely,

Shauntee *******


Consumer Response:

I've been without power since Tuesday so it's hard to be accurate and timely.  I've been accessing the internet remotely which means I don't have all my records present.

 

In short, I've reviewed their comments in more detail and I believe I understand the billing and the credit they've offered better.

 

I wanted to amend that $99.80 was approved and paid June 22.  HOW they applied that and WHEN is in dispute but does not appear material walking back the charges.  With Centerpoint's offer of crediting the reconnection fee ($28.00), the remaining fees are the past due amount and the $3.75 service charge (which does NOT appear double billed as I had feared).

 

That said, I still have a complaint about how we arrived at the disconnection and their actions/negligence after the online check payment BUT I feel that matter with BBB would be resolved with the credit Centerpoint proposed.

I have no way to communicate that via the BBB site.

 

Thanks!

 

***copied and pasted from email.

Business Response:

Thank you for your patience in our second response regarding BBB Complaint # ******** listed in the name of Mr. ******** ********** located at the address of **** **** *** * Minneapolis, MN. 55422

Please note in light of the second response received we have included a copy of your charges for your review. We will remove the late fees incurred on 5/3/16 and 6/2/16; which will leave an overall credit balance of $12.04 after the adjustments have been made.

Please find the most recent charges located in the attachment; and please do not hesitate to contact us if additional assistance is required.

Sincerely,

Shauntee

7/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been paying this company over $35 a month for home service. They advertise that you can contact them 24-7 days a week for repairs. What they don't tell you is that though you may be able to contact them, they do not have enough repair people to repair your appliance in a timely manner. A full week wait to look at a dryer and see if they have to order parts is not timely when you have a family and laundry to do This is fraudulent and deceptive advertising.

Desired Settlement: I would like them to change their advertising policy to show length of wait for repair. Also a refund for unused months and a guarantee if they don't get out with in say 3 days they pay for someone else to do it. They are collecting huge sums of money under the pretense that they provide service 24 hrs a day, 7 days a week. They have not hired enough repairman or they would be able to come out faster than a full 7 days to look at an appliance.

Business Response:

Thank you for your patience in our response regarding BBB complaint # ******** listed in the name of ***** **** located at the address of 9** ******** *** * in Champlain, MN. 55316.

According to our records Ms. ***** **** contacted our Customer Service Department on Friday, 6/29/16 to request an electric dryer repair via our Home Service Plus Repair Program.  Our Customer Service Representative advised Ms. **** that the earliest appointment would be Thursday, 7/6/16; which is when Ms. **** asked to speak with a supervisor. A supervisor informed Ms. **** due to limited availability, July 6th would be soonest appointment available; and that we would have someone to contact her if an appointment became available sooner.

On Saturday 6/30/16, Supervisor C. ***** attempted to contact Ms. **** leaving a detailed voice message that an appointment was available for 7/2 and 7/3; he also asked her to return his phone call back to ###-###-#### to schedule the appointment.

Please note Ms. **** did not return the phone call until Thursday, 7/6/16; which is the same day the service repair was completed.

We apologize for any inconvenience this matter may have caused Ms. **** and understand how frustrating it can be while waiting on a repair to be completed. However, our normal/usual repair times are between one to two days.  However, most recently due to an increase in requests received, the timeframe availability has been extended between five to seven days.

Please note HSP and CenterPoint Energy is willing to credit Ms. ****’s gas account for two months cost of the Home Service Plus Repair Plan at $36.60 per month; which is a total of $73.20.  Please know we are thankful for having the opportunity to assist you, as we look forward to better serving you in the future.

Sincerely,

Shauntee *******

 


7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently requested a home inspection to determine the possible cause for a extremely high natural gas bill each month. After scheduling the appointment, I was informed it would take place within a 12 hour window. After learning this, I had to request time away from work in order to be available for such a long period of time. The morning of the appointment, I called to confirm my appointment and I was informed it would happen between 8am and 8pm, CST. I then waited for the entire day, 05 July 2016 and no one arrived. I then called to ask why no one arrived for the scheduled appointment and I was informed that I had no appointment. I have missed a entire day of work because of this. In addition to this, there was no apology or attempt to reschedule the appointment.

Desired Settlement: I would like the company held accountable for this situation and a specific time for a scheduled appointment in the near future. I would like a scheduled appointment between the hours of 6pm and 8pm in order to have the inspection completed and to determine why my monthly gas bills are nearly twice the amount the should be.

Business Response:

Thank you for your patience in our response to BBB complaint# ******** listed in the name of ***** ******** located at the address of ***** ******* **** ** Minneapolis, MN 55434.

According to our records on Tuesday, 7/5/16 Mr. ***** ******** contacted CNP Customer Service to request a high bill complaint investigation.  Our CNP representative advised Mr. ******** that the order would be scheduled for the same day; adding a phone call ahead on the order requested. However, upon our Field Services receiving the High Bill Investigation request, it was then determined that the subject location had an older ERT (Electronic Remote Transmitter) device on the gas meter, and it was time for an upgrade; therefore the appointment was rescheduled for the next day on 7/6/16.  Please note on 7/6/16, our field technician obtained a gas meter and ERT reading of 4242, which confirmed that the last invoiced meter reading of 4228 on 6/21/16 as accurate. Mr. ******** ERT gas metering device was successfully exchanged with an upgraded model.

Please understand our normal policies and processing timeframes on High Bill Investigations and ERT exchange requests does not require the presence of anyone as long as the meter is accessible; and the orders are normally worked 3-5 days out from the date requested.

We sincerely apologize for any inconvenience that this matter may have caused you. We have issued a credit in the amount of $25.00 as onetime courtesy of goodwill toward your gas account. Please know expectations of improvement have been clearly communicated to the representative who failed to provide accurate information.  We thank you for your business and we look forward to better serving you in the future.

Sincerely,

Shauntee *******

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Review your "Home Service Plus" plan. Center Point recommended, installed, and charged us for said ac unit. We then pay for "Home Service Plus" with the added charge of including said ac unit monthly. Several attempts, through "Home Service Plus", are made to restore ac unit to at least nominal function.We are told "they don't make the parts anymore." They can't fix the ac unit, and they are still taking the money. Policy needs ethical revision.

Desired Settlement: Policy revision and exposure.

Business Response:

June 3, 2016

Mr. **** *******

**** ****** *** *

Minneapolis, MN 55408-2127

 

Mr. *******:

This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the repair of the air conditioning system by Home Service Plus (HSP) at **** ****** ****** *****, Minneapolis, Minnesota 55408.

CenterPoint Energy records show that your air conditioning “mini-split” system was sold and installed by HSP in July 2005. HSP has made multiple repairs to this system since installation, but in May 2016, HSP technicians found that the appliance may be unrepairable, due to the fact that required parts are no longer manufactured.

However, multiple HSP technicians returned to your property on June 1 to further investigate this issue and repair the appliance, which was successfully repaired and tested to function properly. Please note that the total cost of these repairs (parts and labor) was $1,436.17, but that you were charged for only the cost of your HSP Repair Plan.

If you have any further questions regarding this issue, please contact me.

Sincerely,

 

Robin H
Regulatory Liaison

CenterPoint Energy

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern, I am a CenterPoint customer and on March 14, 2016, I made the mistake of purchasing an air-conditioner from your company. The sales rep was Patrick *****. That next week my unit was installed by Tim and Doug. The first week of May 2016, my unit was inspected by the city of Plymouth, and verified and given the system approval by an incompetent CenterPoint service man named Lee. Later, when I used my air-conditioner on the first 90 degree day it blew out luke warm air. I called CenterPoint service plus, they sent out another service man Chris on May 25, 2016. Chris found that the "new" had a bad T.E.V, and he set up Friday, May 27, 2016 install by a specialist, one of 2 that did that sort of install, however after arriving he was unable to do any work because of "weather". Later that afternoon his apparent supervisor left a voice mail that no one would be able to fix my new air-condition unit until maybe Tuesday, May 31, 2016 due to the Memorial Day holiday. It is Tuesday and I have had no communication by anyone. I called Pat ***** and left him a voice mail stating that I would like this product returned and I would find another company that can provide me an air-conditioner. He left a return message for someone in "quality assurance" whom has still not returned my call. At this point it has been over 60 days that I have had a non functioning new product, installed by your company. I have invested over 7 days and many hours with service tech visits that have yielded NO results. The only beneficiary has been your company, who continues to bill me for an inoperative product. I had to purchase window air-conditioners since my family and my asthma cannot handle high humidity. In the next 24 hours, I will be contacting another company to remove this product, and have another installed, and I will seek damages from CenterPoint Energy for the listed facts: Faulty New Airconditioner, Fraud, IIED, Negligence. Sincerely, Dr. ******* **********, JD ***** **** **** Plymouth, MN 55442 ###-###-####

Desired Settlement: I want this product removed and a full refund. I want this company to credit my bill for the entire month where extra energy was used in an attempt to use this product. If this product has to be removed by another company I want Center Point to pay all cost including the cost of the new unit.

Business Response:

June 6, 2016

 

Mr. ******* **********

***** **** *** **

Plymouth, MN 55442

 

Mr. **********,

 

This letter responds to your May 31 complaint to the Better Business Bureau of Minnesota (BBB) regarding problems with your air conditioning unit which was installed by CenterPoint Energy on March 21, 2016.

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 replaced. The part was ordered and sent to your home and scheduled for installation on May 27. Your complaint correctly states the part could not be installed at that time due to the weather. The repair was rescheduled and completed on May 31.  

On June 1, you spoke with Dave **** regarding your concerns about the Ruud equipment that was installed. At that time per your request we agreed to remove the problematic equipment and install new Carrier equipment at no charge.

On June 3, we returned to your home to install the Carrier equipment and check for proper operation. When Dave **** called to follow up you indicated it was functioning much better. I 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 equipment.

If you have any further questions or concerns, please call Dave **** at ###-###-####.

Thank you.

 

Sincerely,

 

Robin H

Regulatory Liaison

CenterPoint Energy

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

5/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I switched my bank and the auto payment didn't work so my services got turned off without any notice except the day of the disconnect which was on Friday. I called centerpoint energy once I found out that they shut off the gas. It wIas after 5pm so there was no one available to talk to but through the automated payment process I paid the bill. I tried to talk to someone but NO ONE WAS Available so I went without heat for entire weekend. I called centerpoint energy on Monday. They said someone will be there and I will get a call. I did not get a call from anyone nor any explanation as to why my services isn't being connected. It is now 6 days since the disconnect and I still don't have the gas connected. I AND MY ENTIRE FAMILY ARE NOT ABLE TO COOK, SHOWER, WASH CLOTHE FOR AMOST A WEEK. As a result of this, we are incurring additional expenses that I shouldn't have to deal with when I pay for a simple mistake.

Desired Settlement: I want the gas connection restored immediately! Also, I would like Centerpoint Energy to change their disconnect process so that they don't disconnect services on Friday when they don't have staff to handle the reconnect on the weekend. As a consumer, I feel that centerpoint is using the natural gas as the tool punish people. This is ridiculous that they can get away with this.

Business Response:

Thank you for your patience in our response regarding BBB 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 $90.28 to collect no later than 4/30/16 in order to avoid service interruption; along with a current billing invoice due in the amount of $175.66 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 $118.28 to restore gas service. A reconnection request was scheduled for Monday, 5/16/16 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 BBB 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 $147.66 that was due on 5/18/2016. A shut off notice was mailed on 5/19/16, to collect the past due amount no later than 5/29/16 in order to avoid service interruption; and new charges of $113.42 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 *******

5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was not notified of late payment and gas service was disconnected. The outside temperature has been around the mid 40s and expected to reach below freezing tonight. At this time, the reconnection date/time is unknown since Consumers Energy does not schedule specific appointment times. Mrs. ********* (supervisor at 326pm) was unable to have the gas turned back on despite me bringing account current and making additional payment for reconnect fee.

Desired Settlement: (1)Prior to disconnect - the consumer must be notified. I was not called, emailed, or texted regarding the disconnection. My mailing addresses was recently changed and no mail notification was received prior to disconnect. Today, at 220PM CST I did receive a text message from centerpoint energy indicating that I had a bill of 135.22 due on 05/18/2016. When i received this text, I was led to believe that the account was in acceptable standing and did not require immediate attention. (2)I should not be required to pay the additional re-connect fee. (3)This is a complete disruption as I have wife and three kids and recently unemployed. The house is cold and is not heating. We have clothes that need to be worn but were in the washing machine and cannot be dried. (4)Since they cannot have the meter reconnected today - the indicated the soonest is tomorrow. I already had plans tomorrow and my wife and I are not available - and someone 18 years or older will not be available tomorrow. Consumers energy cannot schedule a specific time to turn the gas back on. They said its an all day appointment. Again - this is not acceptable as this is very disruptive.

Business Response:

Thank you for your patience in our response regarding BBB Complaint# ******** listed in the name of ******* ******* for the address of **** ******* *** * in Minneapolis, MN. 

On 4/20/16, CenterPoint Energy mailed a shut off paper notice to the address of ** ******** ** *** ** in Albany, NY 12210-1928 addressed to Mr. ******* ******* in addition to sending an email to the address of *********************. The shut off notice advised Mr. ******* 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. ******* paid the past due amount of $73.25 the same day and contacted customer service to report his payment. At this point Mr. ******* 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. ******* disagreed with the reconnection date and asked to speak with a supervisor.  Supervisor ********* changed the reconnection request for the same day as one time courtesy after Mr. ******* 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. ******* ******* as we do appreciate his business.

Sincerely,

Shauntee *******   


5/24/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Friday 5-20-16 we were told that our sevice would be turned on between 2pm and 8pm. They came at 1:40 and cancelled order at 1:57. They will not come back until Monday.

Desired Settlement: I would like my gas turned on Friday 5-20-16 between 2pm and 8pm like the order said.

Business Response:

Thank you for your patience in our response regarding BBB Complaint # ******** listed in the name of **** ** ****** located at the address of ***** ***** ****, Princeton, MN.

According to our records on 4/27/16, CenterPoint Energy mailed Mr. **** * ****** a shut off notice to collect a past due amount of $63.15 by 5/7/16, in order to avoid service interruption. The current charges of $60.64 are by 5/25/16, for a total of $123.79. When no payments or payment arrangements were received by the shut off invoice date, gas service was interrupted on Friday, 5/20/16. 

***** ****** contacted customer service in an attempt to process payment via CenterPoint Energy’s Online Service. The representative informed Ms. ****** of the detailed amount and information necessary in completing her payment. After Ms. ****** contacted customer service again to request a reconnection request for the same day. The representative advised Ms. ****** that her appointment time would be between 2 – 8 p.m., and all day as well. However, when our technician arrived at 1:57 p.m., he found no one home.

**** ****** contacted customer service about the missed appointment; and requested that we return the same day. However, after our representative pursued additional assistance on his behalf, it was determined there was no availability to travel back to subject address until Monday, 5/23/16. Please note gas service was fully restored Monday, 5/23/16.

Our goal is to provide you with the best possible service, and when you feel that it fails to meet your expectation it’s important for us to know; consequently we have reversed the reconnection fee incurred in the amount of $28.00 from your gas account.  We thank you for establishing Auto Bank Draft on your gas account; this process should mitigate any payment issues in the future. CenterPoint Energy also offers payment arrangements if necessary.

We are grateful for having the opportunity to assist you and look forward to better serving you in the future.

Thank you,

Shauntee *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service to our dryer caused the following damage to our 2 mo. old new home: 1. damage to woodwork trim--obvious--this person had parts from one end of the room to the other during the repair 2. Photos are available-- top down view, showing cut in floor to the bare wood subfloor and short distance to the wall in the back 3. Photos are available--- close up of terrible cut in our brand new linoleum floor ***THIS CUT IS IN THE LINOLEUM FLOOR. GATHERED AT THE FRONT, PUCKERED TOWARDS THE BACK (CLOSEST TO THE BASEBOARD) PROVING THE FORCE OF THE DRYER BEING PUSHED BACK TO THE WALL IS HOW THE CUT HAPPENED. IT DID NOT HAPPEN PULLING THE DRYER OUT FROM THE WALL. THE PUSH BACK OF THE DRYER TO THE WALL WAS DONE BY THE SERVICE TECHNICIAN, THAT IS HOW THE FLOOR WAS RIPPED OPEN. 4. Photo are available-- front of dryer to the pocket door-shows the 3 ft. or so to the door---small room We are in a new home as of 1/15/16. Service + wrecked our floor and woodwork, as you can plainly see. We did not buy this home this way, no one would. We want this room perfect again---need a check to cover the following costs: 1. remove and disconnect (water and gas) the washer and dryer and move them to a safe place 2. replace the floor completely 3. re-install the washer and dryer--(water and gas)

Desired Settlement: 100% reimbursement check for all damage and all labor done to our home. CenterPoint Energy needs to make our room new again.

Business Response:

April 27, 2016

Mr. ***** ********

***** **** ***

********** ** **********

Mr. ********:

This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding your claim of property damages caused by a Home Service Plus (HSP) technician during the repair of your dryer at ***** **** ***nue, ********** ********* ***********

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

************

Consumer Response:  I am rejecting this response because:

  • ONLY PART OF THIS STATEMENT IS TRUE-->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; WE HAD THE DRYER PULLED ~ 3" FROM THE WALL!  THE RIP IS 15" FROM THE WALL.  THEREFORE, WE DID NOT DO THE RIP!!    I HAVE ATTACHED TWO PHOTOS.  #1. IS A PHOTO OF THE RIP ITSELF.  IT IS UNEQUIVOCALLY IMPERATIVE TO NOTE THAT THE RIP, PICTURE #1, IS CUT AT THE FRONT AND PUCKERED TOWARDS THE BACK.  ANALYSIS--> THE PUCKERING IS FROM THE FORCE OF THE FOOT OF THE DRYER CUTTING THE VINYL FLOOR, FROM THE FRONT, WERE THE CUT IS, TO THE BACK WHERE THE PUCKERING OR ACCORDION LOOK IS.  THE BACK I AM REFERING TO IS THE TOP OF THE PHOTO AND REPRESENTS THE WALL, THE FRONT IS THE BOTTOM OF THE PHOTO AND IS THE FARTHEST FROM THE WALL.  CONCLUSION BASED ON PHOTO FACT----> THE RIP OCCURED WHEN PUSHING THE DRYER BACK TOWARDS THE WALL, THAT IS HOW YOU CUT AT THE FRONT AND PUCKER TOWARDS THE BACK.   IT IS 100% IMPOSSIBLE TO DO THIS BY PULLING THE DRYER OUT FROM THE WALL--- #2 PHOTO IS SHOWING A TOP DOWN VIEW. THE DRYER SIDE ON THE LEFT, THE WALL OF THE SINK ON THE RIGHT, THE RIP IN THE FLOOR, PUCKER TOWARDS THE WALL WHERE YOU SEE THE BASEBOARD CLEARLY AT THE TOP OF THE PICTURE.

  • THIS IS FALSE---HE DID DAMAGE THE FLOOR---SEE THE ABOVE EXPLAINATION---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.

  • THIS IS FALSE--WE SAW, WHEN THE TECHNICIAN LEFT TO BY THE PART, HIS STUFF AND THE DRYER PARTS WERE ALL OVER.  THE DRUM TO THE DRYER WAS IN THE DOORWAY IN FRONT OF THE SINK.  THIS ACTION IS HOW THE WALL TRIM WAS CUT AND DAMAGED, BY HIM MOVING STUFF EVERYWHERE.  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);

  • THIS IS FALSE---THERE WAS ALL KINDS OF NOISE WHEN HE WAS WORKING AND A BIG "BANG" WHILE HE WAS HERE, THEN WE HEARD  THE TECHNICIAN SAY,        "OH S_ _T".  THIS IS A COMPLETELY FALSE STATEMENT BY CENTERPOINT/SERVICE PLUS.  THIS HOUSE IS LESS THAN TWO MONTHS OLD, WE ARE NOT GOING TO CLOSE ON AND BUY A HOME WITH DAMAGED WOODWORK.  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. THERE IS 100% EVIDENCE.  Therefore, we respectfully maintain our position regarding liability of this claim and stand by our denial.----LET'S TAKE THIS TO THE NEXT LEVEL IF CENTERPOINT IS STANDING BY THEIR CLAIM.  THEY ARE WRONG!!!

WE WANT THEM TO REMOVE THE WAHER AND DRYER AND DISCONNECT THEM, REMOVE THEM FROM THE ROOM, STORE THEM IN A SAFE PLACE, REPLACE THE WOOD TRIM AND COMPLETE FLOOR WITH NEW PRODUCT, REPLACE AND RE-HOOK UP THE WASHER AND DRYER---MAKING OUR LAUNDRY ROOM LOOK LIKE NEW AGAIN.  THIS IS WHAT WE WANT THEM TO PAY FOR AS THIS IS TOTALLY THEIR FAULT. 

Business Response:

I have been informed of this issue and it is being handled by CNP Claims as Linda noted.  Our investigation of the incident discovered inconsistencies in the customers perception of the situation along with physical evidence that did not align with the customers claim that our Technician damaged the room. 

We have communicated this directly with him indicating that based on the work performed and the fact that the customer had previously moved and unhooked the appliance that HSP was not responsible for the damage.

I do not foresee us changing our position on this.

Thanks,

Dave ******

5/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have Centerpoint's Service Plus coverage on our Dacor range top serial number ********************. The range top makes a popping noise as the gas fluctuates in the burners. Its loud and annoying. We have had service plus out several times to work on it. Their repair technicians are not qualified to work on the range top. They did not have the proper tools to check the gas water column (pressure) which the Dacor factory technician said is the usual cause (low gas pressure) of the issue. In addition, the service plus technicians did not know where to hook the manometer up to check the gas pressure. While the problem is definitely repairable, centerpoint's technicians aren't capable of repairing it. Dacor said that we should be able to request that centerpoint contract with a Dacor certified repair technician to have them come out and do the work under the service plus agreement. Centerpoint says they won't do that which basically leaves us out of luck. In addition, centerpoint won't help with the cost of us having to go to a certified repair technician as a result of centerpoint's technician's not being qualified to do the work.

Desired Settlement: Centerpoint to contract with a Dacor certified repair technician that has the knowledge and proper tools to do the repair and have the work completed under the service plus plan for which we are paying. Warner Stellian in Minneapolis is a certified Dacor repair center.

Business Response:

May 12, 2016

Mr. ***** *********

***** ****** **

Isanti, MN 55040-4407

Mr. *********:

This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the repair of your range at ***** ****** **, Isanti, Minnesota 55040-4407.

CenterPoint Energy records show that Home Service Plus (HSP) has visited your home to repair your range on multiple occasions. In November 2010, our technician ordered a total of 4 burner assemblies to resolve the issue with the popping sound at your range. No further issues were reported after this visit, until March 2015, when multiple repair visits were made to your property in an attempt to resolve this issue. After replacing the regulator at the range, the appliance was tested and the issue was resolved, although a new burner indicator (LED light) was also ordered. CenterPoint Energy does not have record of installing this part.

CenterPoint Energy and HSP dispute your assertion that HSP technicians are “not qualified to work on the range top,” as our records show that this issue was appropriately diagnosed and repaired in March 2015.  HSP appliance repair technicians regularly use monometers and are proficient in their use. In this case, only 8” of pressure was measured from the regulator at your range. After the repair was completed (including replacing the regulator), the appliance was found to be functioning properly with no popping sounds evident. If that is no longer the case, another repair visit may be warranted so that HSP may investigate the issue further.

CenterPoint Energy and HSP have made multiple good faith attempts to repair your appliance. Repair costs (covered by your HSP Repair Plan) total approximately $1500 in parts and labor, but you have been charged only for the monthly cost of your Repair Plan.

Finally, please note that HSP Repair Plan coverage applies only to residential properties. Our notes indicate that your property may have been converted to a Bed & Breakfast. If your property is now a business, it may no longer qualify for HSP coverage.

If you have any further questions at this time, please reply to this letter.

Sincerely,

Robin H
Regulatory Liaison
CenterPoint Energy

5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I’m disabled and have suffered a series of medical complications. Unfortunately, I have become hearing impaired and cannot communicate effectively using a telephone. I do not use TDD/TYY. I was able I set-up an agreement online to extend my due date to 05.03.16 and pay of the entire account balance. Unfortunately, after setting this up, I suffered some health set backs. I contacted CPE via their website and asked for some additional time to pay the balance due. I made this request on 05.03.16 and have not received a response. I did look at the payment plan offered online for my account. But it was only $10 +/- less that the total balance due.

Desired Settlement: For Center Point Energy to (1) suspend any pending disconnect of my service (2) allow for additional time to pay the balance due or establish a more reasonable payment plan to avoid disconnection of my service and (3) update my account to remove information showing I did not meet payment agreements or plans -- allowing me to take advantage of these options going forward as necessary.

Business Response:

May 6, 2016

Mr. *** *****

*** ********** *** *** ***

Minneapolis, MN 55401-2743

Mr. *****:

This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding payment arrangements for your account for natural gas service at *** ********** ******, *** ***, Minneapolis, Minnesota 55401.

Our records show your account is currently $81.68 past due. I have entered an extension on your account until June 6, 2016, to prevent disconnection of your natural gas service. If you wish to setup payment arrangements, please visit our website at http://www.centerpointenergy.com/selfservice.

If you require continued natural gas service due to a medical situation, your account may be eligible for protection from disconnection. If this is the case, please contact me so that a Certificate of Medical Needs can be sent.

If you have any questions, please contact me by responding to this complaint or via email at:

CERTNorth@centerpointenergy.com.

Sincerely,

Robin H

Regulatory Liaison

CenterPoint Energy

###-###-####

5/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: CHARGED FOR USEABLE REFIGERATOR PARTS

Desired Settlement: CREDIT FOR PARTS 45.88

Business Response:

Thank you for your patience in our response regarding BBB Complaint # ******** listed in the name of **** ******** of ***** ****** ** ** in Minneapolis, MN.

According to our records Mr. **** ******** contacted customer service on 3/30/16 and scheduled a refrigeration repair for 3/31/16.  The technician traveled to the subject address on 3/31/16 and completed repairs of Mr. ********’s refrigerator. At the time of the repair, the technician discovered the door rack was damaged and documented advising Mr. ******** upfront of his options available regarding the door rack: DOOR RACK BUSTED PART NOT COVERED. CUSTOMER WANTED IT ORDERED ADV CUST ABOUT 50$ TO HAVE PART SENT OUT. CUST WANTED IT ODERED ADV CUST 25$ IF HE WANTED TO GET ON HIS OWN, BUT HE WANTED PART SENT.”

Please understand we apologize for any inconvenience or miscommunications Mr. ******** may have experienced; and we thank him for the opportunity to address his concerns. However, based on the above information presented we do not find where any adjustments are warranted.

Sincerely,

Shauntee *******

Consumer Response:  I am rejecting this response because:


THE PART IS A USEABLE FUNCTION OF THE FRIG,,  SINCE IT HOLDS ITEMS IN THE DOOR,,  IT IS NOT A TRIM PIECE,, 

Business Response:

May 17, 2016

Mr. **** ********

***** ****** ** **

Minneapolis, MN 55434-3682

Mr. ********:

CenterPoint Energy records show that our technician advised you that this part was not covered by your Home Service Plus (HSP) Repair Plan, and that ordering the part “would cost around $50.” Our technician also informed you that you could potentially order the part yourself “for around $25.”

Because you approved the cost of this part and chose to have HSP send it to your property, the total charges for the part ($45.88) will remain on your account.

Sincerely,

Robin H
Regulatory Liaison

CenterPoint Energy

5/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company has stopped accepting my payment method (personal checks) despite information to the contrary. Despite repeated attempts to contact them through phone, e-mail, fax, and letters they have not contacted me. My billing statements say they will accept checks and their phone agents acting as a front to their billing department (though NOT the actual billing department) say they will accept them, but the checks keep getting returned. The checking account is good with sufficient funds as it has been since I've been a Centerpoint Energy customer for 31 years, going back to their predecessor, Minnegasco. At this time I have no assurance of a payment method and they have made no attempt to resolve or contact me, but I continue to receive bills. In effect they keep billing me but refuse to accept payment.

Desired Settlement: I want them to contact me and resolve this issue. At this time I also expect to be compensated for my time, aggravation, and stress.

Business Response:

Thank you for your patience in our response regarding BBB 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 $54.70 on 1/6/16; which returned on 1/11/16. The payment was processed again on 1/11/16 and returned a second time on 1/12/16; therefore incurring a $10.00 return expense fee each time due to his banking institution freezing or suspending his bank account.

On 1/23/16, Mr. ******** made a $159.04 payment online via CenterPoint Energy’s website from his checking account; which posted successfully. Mr. ******** contacted CenterPoint Energy’s Customer Service Department on 3/28/16 to discuss why his most recent check payments were being returned to him. In 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 BBB complaint to our office a second investigation allowed us to remove the second return expense fee of $10.00 from his gas account on 4/27/16; and additionally revert the gas account’s return check counter back to zero. These actions removed the glitch that would have rejected his actual check payments in our system. Subsequently, late fees were also incurred on the account on 3/10/16 for $1.23, which we reversed on 3/23/16 and 4/11/16 for $2.13, reversed on 4/18/16.  Please note the final balance due on Mr. ********’s gas account is in the amount of $180.00 due by 5/9/16 for billing periods of 2/10/16, 3/10/16 and 4/11/16 usage.

We thank Mr. ******** for bringing this matter to our attention as we look forward to better serving him in the future. If additional information is required please contact me.

Thank you,

Shauntee *******

5/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had unintentionally missed payment, which we take responsibility for. The company states they sent a disconnect notice, but it was never received. When we realized the gas was shut off, we called right away and paid. I received a call on my cell at 2 pm stating that someone would be at the house shortly to reconnect. I was at work and cannot check my phone all the time. When I got the missed call, I contacted my husband who was not home for a short amount of time (maybe a half hour) to pick up our kids from school. He immediately called the company and they said the tech had been at our house, and even though he was still in the area, could not reroute to reconnect at our house. According to the business, there are service calls from 8 am to 8 PM. After multiple attempts to call, the company refused to send someone. So tonight , my 7 and 8 year old child will be sleeping in a house with no heat, though we had no forewarning of this.

Business Response:

Thank you for your patience in our response regarding BBB Complaint # ******** listed in the name of Ms. ***** ******** located at the address of *** *** *** ** in Waseca, MN 56093.  According to our records CenterPoint Energy mailed a shut off notice to the subject address back on 4/1/16 to collect a past due amount of $268.00 no later than 4/16/16 in order to avoid service interruptions. The invoice also included current charges of $64.83 which was due by 4/29/16 for a total of $333.13.  Please understand when no payments or payment arrangements were received in our office the gas service was interrupted for none payment on 4/26/2016.

Please note a payment was received via our IVR automated system in the amount of $242.64 from the total balance of $333.13.  A remaining balance of $90.49 was left, not including the reconnection fee of $28.00 for a total of $118.49; which Mr. ******** scheduled via installments to be paid at ($39.50) over the next three months along with the current charges in full each month, by the invoice due date in order to protect the gas account.

A reconnection of gas of gas service was scheduled for 4/27/16; and when our technician traveled to the subject address on 4/27/16 to reconnect the gas service no one was home (2:12 pm). The technician left a door tag indicating that Mr. and Ms. ******** had missed their appointment.  Mr. ******** contacted CenterPoint Energy’s Customer Service Department after arriving back home to request that we send another technician back to his address to reconnect his gas service. Mr. ******** was advised of our same day policy/rule: which advises that all same day requests must be requested, entered and sent to our field operations no later than 2 p.m. Please note that Mr. ******** made his request after the time frame allowed (3:19 pm). Our representative apologized for any inconvenience Mr. ******** may have experienced and rescheduled his reconnection request for 4/28/16; as gas service was successfully restored.

Sincerely,

Shauntee *******

We apologize for any inconvenience that this matter may have caused Mr. and Ms. ******** and for the opportunity to address their concerns; as we do appreciate their ongoing business.

Sincerely,

Shauntee *******

**** ** *** *******

5/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never received a bill to this day. I have never received a call from CenterPoint Energy to this day. I have initiated all correspondence and have have attempted to resolve all problems that CenterPoint Energy has caused to themselves and to me. CenterPoint Energy has refused to attempt to correct any of the problems they created. I purchased a rental property in November 20, 2015. I contacted CenterPoint Energy to set up my new account with them. I gave them my billing address which is not same as service address. This was a problem from the start. Billing was never sent to my billing address. I accepted new tenants January 1, 2016. I called to switch billing to new tenants. New tenants also called to switch when CenterPoint Energy said they had to have tenant call to set up. The new tenants are now receiving bills in there name to the service property. The tenants informed me that they received a bill from CenterPoint Energy via US Mail in my name. The bill indicated that I owed $825.48 for a single month of service for a vacant home. This was clearly a mistake as the previous amount due was $0 and the previous month cost was about $45.00 and the highest previous monthly bill on record was about $70.00. I call CenterPoint Energy immediately to find out that person I talked to was not too interested in helping me and refused to connect me to a manager. I finally reasoned with her to have the meter reread. I never heard from CenterPoint Energy again. In April I received a phone call from a collection agency saying I owe $197. I told the collection person that this is in dispute as I have never received a bill or corrected bill and the amount was still not close to reasonably accurate. I called CenterPoint Energy who said they would send new bill. They have not yet. They also told me I should call a number that can help me out and it was the collection agency. CenterPoint Energy is clearly demonstrating they have no interest in correction nor resolving the problems they create. They are not interested in working with clients who have perfect credit and always pay their bill on time. In fact CenterPoint Energy refuses to follow up with clients who call them first and notify them of their errors.

Desired Settlement: CenterPoint Energy needs to stop all collection activity. CenterPoint Energy needs investigate why their billing is incorrect solve the problem, contact me and explain the what I owe and why and bill me for only what I actually owe. Based on what I can estimate, the total bill I owe is <$100. CenterPoint Energy needs to ensure that my credit report will have nothing on it ever for this problem they created.

Business Response:

Thank you for your patience in our response regarding BBB 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 12/8/15 listed in the name of ***** ******.  Please note the initial invoice was for the periods of 12/8/15 through 12/10/15, with a gas meter reading obtained of 399 for 72 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 12/11/15 through 1/12/16. An incorrect and estimate gas meter reading of 1612 was obtained for 1280 ccfs of gas used, in the amount of $780.44; bringing the total balance due on the account to $825.48 when combined with the previous bill. On 1/25/16, Mr. ****** contacted customer service to inquire about his high bill and requested an investigation. Please 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 account. The correction made was for the gas service from the periods of 12/11/15 through 1/12/16, with a corrected gas meter reading of 0612, for 225 ccfs of gas used in the amount of $146.29; with final balance owed of $191.33.

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 concerns. Based on our investigation and the above information presented no other corrections are warranted.

Sincerely,

Shauntee *******

**** ** *** *******

5/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was unkowingly being charged by Centerpoint Energy through my Xcel Energy bill for their Home Service Plus program. When I called to find out more on why I was being charged, who authorized the services, when the services were authorized, and what services had been performed I was treated very rudely. The customer service representative treated me like I was lying to her and told me that "We can go back and forth about the this but I cannot cancel the service until September". I tried to explain that I am the home owner of the residence and I never signed a contract nor did I agree to any services, or did I schedule any services to be completed to no avail. I then asked to speak to a manger or supervisor about the fraudulent charges and was told someone would call be but would not tell me when.

Desired Settlement: I only wish that no additional charges be charged to me and I am willing to forgo the charges that I have been charged for

Business Response:

Mr. *******:

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 H
Regulatory Liaison
CenterPoint Energy

Consumer Response:

 I am rejecting this response because:

I do not know the account number, the services I am being charged for were looked up by Center Point Energy using the address on the account.  I contacted Xcel Energy and was informed that they do not have anything to do with the "Home Service Plus" account with Center Point Energy in which I am being charged for via my utility bill with Xcel Energy.

The address in question:

**** **** *** ***

Cottage Grove, MN 55016


Business Response:

Mr. ********:

I am unable to locate any account at **** **** ** ** Cottage Grove, MN. CenterPoint Energy has no record of your name, phone number, or email address in our billing system.

I apologize for this inconvenience, but I will require an account number to locate your account in our system.

Thank you,

Robin H
Regulatory Liaison
CenterPoint Energy

5/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ref to case no. ********: On 15 December I scheduled with Centerpoint to transfer my billing from my current residence, **** ****** ***** Mound, MN 55364, to a new home, ***** ******* *** Zimmerman, MN 55398. However, that sale fell through for a variety of reasons that were out of my control. Centerpoint physically terminated flow of gas to my current residence by shutting off the incoming, causing the furnace to shut-off. When I advised them that I was not moving, they continued to hold me responsible for bill. Also, I had to order a technician to come out to restart the gas. One, fortunately we had unseasonably warm weather on that date, because it could have easily been below zero, which would have resulted in the water lines bursting and thousands of dollars of damage. Two, when they knew I wasn't moving they didn't terminate billing to the new account, but they did continue billing to the current account. Note that my current account has been paid electronically and is up-to-date, and the cancelled account is not delinquent. Finally, no one ever called me to find out what happened and why there was a discrepancy; they simply threatened to report the case to a collection agency. I have never been delinquent with my gas or any other utilities that I'm responsible to pay, and the thought of being reported to a collection agency is humiliating. I believe the situation was a failure on the part of Centerpoint to terminate filling to the new address when they were advised that I was not moving. As I settled it with Centerpoint, I understand that someone will call me this week to settle the account.

Desired Settlement: Cancel the incorrect billing to the Zimmerman address

Business Response:

May 2, 2016

Mr. ***** ********

**** ****** ****

Mound, MN 55364-9250

Mr. ********:

This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding your account for natural gas service at **** ****** *********, Mound, Minnesota 55364.

Your complaint states that CenterPoint Energy disconnected natural gas service to your property after processing your request to start service at a new residence ***** ******* ****** Zimmerman, Minnesota. You also state that you were held responsible for gas charges at the property in Zimmerman despite never closing on that home.

To resolve these concerns, I have investigated this issue and ensured that your account has been billed correctly. All charges related to the address in Zimmerman have been removed from your account, and billing has been reinstated in your name for your property at **** ****** *********, Mound, Minnesota. Your account has not been referred to a Collection Agency, and no late fees or other penalties have been assessed by CenterPoint Energy.

Your complaint mentions that CenterPoint Energy shut off natural gas services to your home during the course of this transaction. In the email correspondence dated November 30, 2015, our representative explained that CenterPoint Energy requires customer information to start a new account after an account is closed, and without that information, the natural gas service at the property may be disconnected.

CenterPoint Energy records show that notification of this policy was provided by our representative on November 30, 2015:

ADDRESS: **** ****** ***** MOUND, MN

We have received your request to discontinue the natural gas service at **** ****** ***** MOUND, MN and a service technician will shut off service on 12/15/2015.

TO AVOID DISCONNECT / PLEASE PROVIDE FIRST AND LAST NAME OF NEW OCCUPANT

I would like to apologize for any inconvenience you may have experienced as a result of these issues. At this time, your account has been rebilled correctly.

If you have any further questions, please contact me.

Sincerely,

Robin H
Regulatory Liaison
CenterPoint Energy


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

5/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: CenterPoint Energy disconnected my heat twice in April. I have paid my bill, in full, but they won't come back to reconnect my gas, except during regular daytime business hours, even though that's when I am at work. I have explained repeatedly that I am at work during the day during weekdays, but they remind me that that is the only time they send people out. It is very cold in my house at night, and I have no hot water. My appointments keep getting cancelled when the technicians show up at my house in the middle of the day, and no one is home, because I am at work, which they know full-well.

Desired Settlement: For a technician to turn on my gas while I am at home, which is after 6:30pm on week days, or on weekends.

Business Response:

Thank you for our patience in our response regarding BBB Complaint#

******** 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 4/27/16 for a past due amount of $81.36.

Mr. ******** made payment of $163.80 to restore service; which included

his current charges due dated for 5/3/16 in the amount of $82.42. A

reconnection order was submitted on Mr. ********’s behalf to restore gas

service on 4/29/16.

Please note when our technician arrived to the

referenced address no one was home and thus the appointment was

canceled. Mr. ******** contacted our Customer Service Department and

rescheduled another appointment for 5/2/16.  Again on 5/2/16 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

5/2/16 after 6:30 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 necessary. We thank

Mr. ******** for the opportunity to work on his behalf as we do

appreciate his ongoing business.

Sincerely,

Shauntee *******

**** ** *** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Center Point Energy arrived at my house yesterday evening after I returned home from work and reactivated my HVAC and water heater. Thanks for your assistance!

4/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our dishwasher gave off a bad smell. On 9/14/15 we called CenterPoint Energy (CPE) as we have Home Service Plus (HSP). On 9/22/15 they replaced the motor. Around 11/30/15 we noticed the floor boards in our kitchen were warping & there were water marks on our basement ceiling. The dishwasher was leaking. We called CPE to come back (appt 12/10/15) to address the leak. The Tech needed to order a part & returned on 12/16/15 to replace it. The same week, the dishwasher wasn’t running at all. We called HSP on 12/18/15. On this service call (12/21/15) the Tech claimed the motor they replaced just back on 9/22/15 was faulty. Around 12/10/15, we filed a claim through CPE on our house damage. We were assigned an adjuster, Olga *******, in Texas. Around 12/16/15, Olga requested photos and video that I’d taken, as she hadn’t received any info on the claim yet. After a week (12/21/15), I called Olga to see when she’d have an update. Being so close to the Holidays, she said it wouldn’t be before the New Year. The dishwasher still didn’t work after the second motor was installed on 12/21/2015 - 5 different techs came to 3 more service calls to repair it (on 12/21/2015, 12/22/2015 and 12/23/2015 – 2 visits each of the 3 days). Each service repair led to a new problem. It still doesn’t work! Feb came. Still no update! On 2/8/16 I called HSP to escalate our claim. I spoke with Naja (LN?) on 2/11/16. She didn’t know Olga; or why she was the adjuster assigned. She said I needed to talk to Alisha *****, the Technician Supervisor. I left a voicemail for Alisha that day & never heard back. I called Naja on 2/25/16 and got the Area Supervisor/Mgr’s info, Christopher (LN??). I left him a voicemail. I gave my phone#/name 3xs and asked him to call ME. He called my husband back. My husband said, “please call my wife, I’m at work.” He said “your claim was denied and I’m not making another call.” After 3 months all Christopher could tell us is the claim was denied? He offered no further info and was very rude.

Desired Settlement: 1) We'd like our dishwasher fixed (or replaced considering the price we've paid for 42 months of Home Service Plus - $1845.90) 2) We want to understand how they determined they aren’t liable for the damage in our house, which is near $30,000 (it's our entire wood flooring, the sub-flooring and basement ceiling that need repair) 3) We want a FULL reimbursement of the Home Service Plus money we've paid for 42 months at $43.95/mo. (from the start, Sept. 2012, it totals $1845.90) 4) $31,845.90

Business Response:

Thank you for your patience in our response regarding BBB Complaint # ******** for Ms. **** ***** located at the address of *** ******** ** in Victoria, MN 55386. We ask that you please refer to the above attachment regarding Ms. *****’s response to her claim # ************* filed. If you have questions please contact me.

Sincerely,

Shauntee *******


Consumer Response:  I am rejecting this response because:

I spoke with Greta ******* (who, for the first and only time, called me AFTER the BBB complaint was submitted). And, what she meant by the "investigation revealed" (in their letter) is that the "Technician said" the leak was caused by a "pin hole" in the rubber connector hose. It's questionable that any claim, especially one of this amount, is left to the "word of the Technician" to determine liability. NO "investigation" was conducted, and in addition to their very poor communication, that is our main complaint.


Greta ******* cannot tell me whether or not the video (we provided) was watched. Whenever CenterPoint Energy (HSP) will review the attached video, they'll find that the connector hose their Technician claims is responsible for the leak, isn't even leaking water (which can even lead to the conclusion that the Technician is possibly responsible for putting the hole in the hose when disconnecting it from the pump/motor).

From their response letter, I strongly reject that "CNP provided service ... and will not consider ... reimbursement of 42 months of service call fees." Here's why: 1) this was our very first service call, 2) the service wasn't satisfactory (as the dishwasher still doesn't work!!!), and 3) according to the law, if "service insurance money" is collected and the customer isn't satisfied, those fees are due as a refund. So while she is correct that they "provided service," it's not near correct that it was satisfactory service (otherwise there wouldn't have been 12 service calls and a dishwasher that still does not work!).

Sincerely,
**** *****s

(PS - It would be nice if a company that has collected this much money from us could get my name right ... it's spelled 2 different ways in their letter - ***** and ***** - BOTH wrong!)

Business Response:

April 22, 2016

Ms. **** *****s

*** ******** **

Victoria, MN 55386-8259

Ms. *****s:

As stated in our previous correspondence, the leak at your dishwasher was not caused by CenterPoint Energy and Home Service Plus. As a result, CenterPoint Energy again respectfully declines your request for reimbursement for property damages.

CenterPoint Energy records show that the total cost (parts and labor) of the repairs to your dishwasher were $990. However, you have been billed for only the monthly cost of your Home Service Plus Repair Plan.

Finally, our technician tested your dishwasher at the conclusion of the last repair (December 22, 2015) and found the appliance to be functioning properly. If that is not the case, you may request additional repairs as stated in the terms of your Home Service Plus Repair Plan.

Sincerely,

Robin H
Regulatory Liaison
CenterPoint Energy

4/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a duplex. Part of my requirement is to have my furnace for the rental unit inspected and approved by the city. In my call to Centerpoint, I expressed what I needed done for the city. The individual came out to inspect my furnance (which I had done a couple of months previously as I also had my ductwork cleaned). After the work was completed, I provided the technician my paperwork and he said, I'm not allowed to sign-off on anything. I immediately called Centerpoint and was told by Katie ****** that someone would call me back. No one did per my incoming phone records. In fact, the individual that investigated this, "Tim", said that he called "Scott" back twice. Why would he look at an customer record with my name and say he called for Scott? Caleb returned my call on 3/28 and says sorry. Nothing we can do. I disagree.

Desired Settlement: I do not want my poor experience with Centerpoint to become a training opportunity for their call center. I would like to receive a full refund of the $104.95 that I was charged. What's worse, I left work early to meet with the technician and ended up using vacation time for something I really don't have a lot of vacation time for.

Business Response:

Thank you for your patience in our response regarding BBB Complaint# ******** for Mr. ****** ***** for the address of **** **** ****** * in Minneapolis, MN.

Our investigation revealed Mr. ****** ***** 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. ***** address and completed a gas furnace tune up without the requested inspection.  Mr. ***** 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. ***** phone call 48 hours later, leaving a voice mail. 

On 3/1/2016, Mr. ***** 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. *****.  Please know expectations of improvement were clearly communicated to those responsible for the mishandling of Mr. ***** gas account; and know we are grateful for having the opportunity to assist and better serve Mr. ***** in the future.

Sincerely,

Shauntee *******

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I waited for a total of 20 hours over 3 different visits by repairmen. The first time he diagnosed the problem, and ordered parts. The second (8 hour window) he tried the parts with no success. He said he suspected one of the parts was bad, and ordered 2 more. When those parts arrived I could see one was already delaminating and I called and asked the to send a replacement. They did, and I scheduled a third appointment (having waited a total of 20 hours bases on the techs saying they could fix it. The guy shows up, seems annoyed to be there (saying on the phone to someone that "the range is a mess", and "this job isn't mine, I inherited it". He spends 2 and 1/2 hours trying the defective parts they sent... Then he tells me he has to order new ones...again! The following day he calls me on my cell phone and tells me that they don't make the parts that I need anymore...the factory got hit by a tidal wave in japan? ...so I need to buy a new stove? I called customer service and asked them to source a working part, or have someone fabricate one. She said they would not. I asked her to cancel the service. She said she would do so, without penalty. I asked...penalty? I paid money every month, waited 20 hours for techs...and nothing was fixed. I asked to be credited for the entire plan amount, and she refused.

Desired Settlement: I paid the monthly payment for a home repair service. during the verbal sales pitch I received by they're representative, I was never informed that they would not cover specific part replacement issues... I was under the impression that "home repair" meant that they would repair until fixed... Bait and switch. After investing much of my time dealing with incomplete repairs because the parts people didn't test the parts, I would like them to find a solution that leaves me with a working range

Business Response:

April 11, 2016

Mr. ***** ********

***** ******* **

Farmington, MN 55024-9030

Mr. ********:

This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the repair of your range at ***** ******* ****, Farmington, Minnesota 55024.

As noted in your complaint, you requested that Home Service Plus (HSP) repair the range at your property in March 2016. CenterPoint Energy records show that HSP technicians then made three visits to your home in an attempt to repair your range, but despite multiple repair visits, HSP was unable to complete the repair, as the parts required are no longer manufactured.

CenterPoint Energy records also show that you signed up for the HSP Repair Plan in January 2016. You have been charged only a total of $19.50 for the HSP Repair Plan, as the cost of the first two months of the contract were free as part of a promotion.

To resolve this issue, I have removed the outstanding HSP charges of $19.50 from your account. Please note that the total cost of the attempted repairs (parts and labor) would have been $495.00 if you had not carried the HSP Repair Plan. This amount will not be charged to you.

If you have any further questions, please contact me.

Sincerely,

Robin H

Regulatory Liaison

CenterPoint Energy

************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

4/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Being reported as past due when paid as indicated and past due charges. February 23rd due date bill states pay exactly $90.20 by due date to be automatically enrolled in average monthly billing. I paid exactly 90.20 and assumed I was enrolled in average monthly billing. The 90.20 was the total of my average $47.00 gas bill and my Home service plus of $43.20. I received my next bill showing payment of exactly $90.20 on my due date of February 23,2016. It also now shows a past due amount of $40.22. The previous bill had been applied as 87.22 for gas and 2.98 for home service plus. I called to correct it and was told I had not been enrolled in average billing but it would be corrected. 1 week later I received a mailed notice of enrollment in average monthly billing with no begin date. I checked online and saw I am still being reported as being past due. I called again. I spoke to "Carol" who said there was nothing that could be done other then just pay the past due amount. I tried explaining there should not be a past due as I had paid according to the billing statement and it just was not credited correctly because of their failure to enroll me in the plan as indicated in the bill. During her "research she came up with my bill was paid late and therefore was not valid. I checked the website and it does now say that payment was not made until the 26th of February. However, I still have a record of the payment on February 23rd and my next printed bill from Centerpoint shows the payment was made on the 23rd. When I told this to Carol I was informed she could no longer help me. I should just pay the past due amount and make my payments in a timely manner a week to 10 days ahead of the due date. At this point she hung up. This account is listed in **** ******'s name and I am also listed on the account and manage it for her. Account number is **********-6.

Desired Settlement: Removal of past due status. Account correct to reflect correct payments as made. Letter to establish that past due reporting was in fact incorrect and no fault of mine.

Business Response:

I have attached our response to Mr. *****'s complaint.

Please let me know if there are any questions.

Sincerely,

Robin H
Regulatory Liaison
CenterPoint Energy

Consumer Response:  I am rejecting this response because: After calling for balance information I was told I am still past due and my payment I must make is $124.  I checked the account online it states the same. My account is past due and payment due is $124. After previous treatment and calls from this company I do not feel comfortable acceping an email resolution unless it is verified by a corrected billing or at least an update to customer service so they can verify an adjustment was actually made.


Business Response:

Mr. *****:

Our billing system will not reflect this credit until the next invoice is printed. The credit to your account will be displayed on your subsequent invoice which is due to print April 25 (and will be due in May).

The account balance of $81.32 is due on April 21 as stated in our previous response.

Sincerely,

Robin H
CenterPoint Energy

4/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On January 26, 2016 I requested a check refund of $521.82 from CenterPoint Energy as I accidentally over paid them. I was told they would send me a refund. As of today March 23, 2016 they've never refunded my money. They tell me they gave them money to a third party vendor Check Free and that I need to contact them for my refund. The money has never come by mail nor has it been deposited in my checking account. I called CheckFree and my bank with Centerpoint on the line and both my bank and Check Free confirmed my money from Centerpoint of $521.82 has never been issued to me. I spoke with CenterPoint Energy supervisors for the past two months and as of today I still don't have my refund!!

Desired Settlement: I paid the money to CenterPoint Energy not to CheckFree and I want my $521.82 check mailed to me!!

Business Response:

April 5, 2016

Ms. ****** *******

*** **** ****

Chanhassen, MN 55310

Ms. *******:

This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the refund of the credit balance on your account for natural gas service at **** ******** ****** *****, Bloomington, Minnesota 55420.

CenterPoint Energy records show that your account carried a credit balance of $521.82 in January 2016, and that you called to request a refund of this credit balance on January 7 and again on January 25. Because your payments were made to CenterPoint Energy through Checkfree, a third party payment vendor, your money was refunded through Checkfree by CenterPoint Energy’s Remittance Department. This refund was received by Checkfree on February 2, 2016. Typically, this transaction is completed within a matter of days.

However, as you know, the refund was not applied to your bank account in a timely manner. You contacted our office on multiple occasions in March 2016 in an effort to locate your refund, and it was not until April 1, 2016 that the funds were deposited in your bank account.

On behalf of CenterPoint Energy, I would like to apologize for the delay in applying the refund to your bank account. CenterPoint Energy and Checkfree management are investigating the reason for this delay in an attempt to prevent this issue from occurring in the future.

If you have any further questions, please contact me.

Sincerely,

Robin H
Regulatory Liaison

CenterPoint Energy

************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

4/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Centerpoint Energy will not honor a $300 rebate for installation of a new, high-efficiency furnace. On 11/2/2015 I installed a new Rheem 95% Hi-Efficiency furnace: Model *************. On 11/10/2015 I submitted rebate paperwork to Centerpoint. On 1/29/2016 I received a letter from Centerpoint denying the rebate because the "new equipment needs to be listed in AHRI or Energy Star". I contacted the furnace dealer and obtained the AHRI Certificate: *******. I submitted this to Centerpoint via e-mail. After a number of e-mails back and forth, Centerpoint still refuses to honor the rebate.

Desired Settlement: I want Centerpoint Energy to honor it's $300 rebate.

Business Response: Initial Business Response /* (1000, 5, 2016/03/11) */ March 11, 2016 Mr. ***** ***** ***************** Bloomington, MN 55431 Mr. *****: This letter responds to your complaint to the Better Business Bureau (BBB) 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 furnace. Unfortunately, that number is not listed on the AHRI website, which is a requirement for the rebate to be paid. To 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 website. The manufacturer (Rheem) responded that the furnace was from 2012, is no longer manufactured, and that the warranty expires in 2017. 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 rebate. This is noted on the rebate form, CenterPoint Energy website and other program materials. On the front of the form we also state that it is the responsibility of the dealer and purchaser to ensure that program requirements are met. If 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 website. Otherwise it wouldn't have an AHRI certification number. To 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 number. This verifies its AHRI listing. The fact that the furnace is a 2012 model and isn't currently manufactured seems to be irrelevant to the rebate. Manufacturers regularly change models. The fact it is still under warranty, until 2017, also seems irrelevant to the rebate. If anything, it being under warranty seems to support my position. The CenterPoint response to the BBB inquiry is exactly the same as one of the e-mails they sent me. I've asked them to reconsider the rebate denial before I filed with the BBB. They refused then and continue to be uncooperative. I could have purchased a cheaper and less efficient furnace. But I was willing to invest in saving energy because of the incentive offered by the Residential High Efficiency Heating System Rebate. Please 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 number. In response to this inquiry, AHRI provided the following response on March 21, 2016 at 11:01 AM: "Thank you for contacting AHRI for information on the Directory of Certified Product Performance. The model/combination you are looking for is not found within the past five years. No ratings can be provided. You 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.

3/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Being billed for something I never authorized in the first place. I have been billed $43.95/mo over the past 2 mos for their Home Service Plus service on account# *******-3. I never authorized this, and it has always been billed separately on the landlord's (Jodi *****) account. My landlord informed me on 3/9 she had fixed the situation w/ Home Service Plus, however Sheila ***** - Supervisor from CenterPoint claims Jodi never called in. I asked her why she questioned her integrity, as I have rented from her over the past 3+ years, and it is not in her character. Also, Sheila interrupted me, and seemed to justify it by saying I had interrupted her. She was speechless when I asked her if her CenterPoint uses a "customer is always right" philosophy. I have called CenterPoint on at least 3 separate occasions (also spoke with Melissa ******) with no success in getting this resolved. It should never have escalated to this point, when all they had to do was correct the inaccurate charges.

Desired Settlement: Please remove the 2 months worth of Home Service Plus charges totaling $87.90, and stop billing account# *******-3 for it. Thank you.

Business Response: March 18, 2016

Mr. ****** *****
**** ***** ** ** * *
Anoka, MN 55303-4826

Mr. *****:

This letter responds to your complaint to the Better Business Bureau (BBB) 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 2015. However, these charges were added to your account in error, as you have stated. To 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 2015. The balance on your account is currently $112.53.

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
************

3/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Fraudulent gas bill on***** **** ***** ********* a police report and then a fraud packet would be mailed. So I said okay. I called back to request a pay history on the fraudulent account (once again I had to explain because there is not record of my numerous calls to Centerpoint) She told me there was nothing she could do. She said I can give you the number to the collection agency I told her no I didn't want the number can I speak to a manager. I was put on hold for 45 minutes and then the call was disconnected. This should have never been allowed to happen. I have talked to centerpoint several times before this and provided my phone number. No one has EVER said another account was in my name. Why would they allow someone to open an acoount at a different address in Aug 2015 when I had a current account still active that was opened in Feb or Mar of 2015. I moved here from Atlanta in 2015 and ***** ****** *** is the ONLY address I have lived. I need this issue resolved. The collection agency is calling several times per day even while I am at work. This is causing MAJOR stress for me! No one even has notes on this happening I am told it is taken care of. This has to STOP. This was a major mistake on Centerpoint. What company allows someone to open an account with a phone number and name?

Desired Settlement: I want ALL information having to deal with the fraudulent account so that criminal charges can be brought against whomever.

Business Response: Initial Business Response /* (1000, 6, 2016/03/04) */ March 4, 2016 Ms. ******* ****** **************** Apple Valley, MN 55124-5156 Ms. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the account opened in your name at ***************, Apple Valley, Minnesota 55124. CenterPoint Energy records show that on August 6, 2015, gas service was placed into the name of ************************ at the Echo Lane property, by the owner of that property. This is known as a "third party move-in" which is offered as a convenience to CenterPoint Energy customers. A balance of $135.19 accrued through December 2015, although this has since been corrected. At this time, the account in your name has been closed, and all associated charges have been cleared from your name. You should no longer receive collections calls regarding this balance. I would like to apologize on behalf of CenterPoint Energy for any inconvenience you may have experienced as a result of this issue. If you have any further questions, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (3000, 8, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why would you allow the owner of the property to put a bill in our name. We NEVER lived at the property we were never associated with the property. I spoke to CenterPoint several times and gave my phone number for the property at **************** and NEVER once did they mention we had another account. So are you telling me you allowed someone to open an account with just our phone number to a property we had NO AFFILIATION with even though we already had an active account since Mar 2015? So what you are saying is anyone with my phone number owning a property can put our information on a bill with a name and phone number? This is unacceptable. I have received harassment from the collection agency calling my phone twice per day. I am not happy with this at all. My identity has now been compromised twice. No one asked for the last 4 digits of a social or anything. This is bad practice. What does a "Third Party move in " have to do with ******* and ******* ******. We never lived at that property nor did we apply to live at that property or have ANY association with that property! This is a VERY BAD MISTAKE on your behalf! Final Business Response /* (4000, 10, 2016/03/15) */ Ms. ******: Unfortunately, CenterPoint Energy has no way to validate the authenticity of every new request for natural gas service. New customer information provided by a third party (for example, a landlord starting service for their tenant) is a transaction that CenterPoint Energy accepts as a convenience to our customers. This can lead to fraudulent information in rare instances. However, CenterPoint Energy can correct billing information/records after investigating potential fraudulent situations. In this case, CenterPoint Energy was provided with incorrect billing information and has since corrected the error. I would like to apologize for any inconvenience you may have experienced as a result of this issue. Because billing records have been corrected, CenterPoint Energy considers this matter resolved. Sincerely, Robin H Regulatory Liaison CenterPoint Energy Final Consumer Response /* (2000, 12, 2016/03/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was not a new account. I have an account at **************** that has been opened since Feb 2015. I have called centerpoint several times and at NO point did anyone ask which account was I calling about. I had to provide my Social Security number when I opened my "real" account. I understand you see this as resolved but I have a real issue with this whole situation. If I was already a customer with an active bill. Why wasn't I notified that someone opened an account? Your company should taken better precautions. If you had my phone number I should have been notified before the collection agency started harassing me. Thank you

3/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Centerpoint went out to check my furnace for sale of home and said it was safe and it wasn't. Centerpoint did a furnace check for the sale of a home I was buying, although the furnace was 35 years old and in poor condition Centerpoint Energy said it was in "safe" working order. I proceeded to buy the home in March 2015 and used the furnace for a couple of months, which during that time I got extremely sick with double pneumonia which is a symptom of carbon monoxide poisoning. In the fall when it was time to use the furnace again it wouldn't start so I had another company come out and the circuit board was bad so they installed a new one. Because of the age and condition of the furnace the service tech did a Carbon Monoxide test on the exhaust and found that it was producing deadly amounts of CO and red tagged my furnace and I had to have the furnace replaced. The sellers had agree to pay $2500 towards the purchase of a new furnace if Centerpoint Energy found that it needed to be replaced. Because Centerpoint Energy said that it was safe (they never checked the flue gas) I lost out on the $2500. I want Centerpoint to pay the $2500 that I didn't receive from the sellers.

Desired Settlement: Because the buyers would have paid $2500 towards a new furnace if Centerpoint Energy would have found the furnace unsafe I want Centeroint Energy to pay me the $2500 I lost out on because they said the furnace was safe and it was not and I had to replace it.

Business Response: Initial Business Response /* (1000, 5, 2016/02/25) */ February 25, 2016 Mr. ****** ******** ************** Buffalo, MN 55313-1843 Mr. ********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the furnace tune-up performed by Home Service Plus (HSP) at your property on February 3, 2015. As your complaint to the BBB notes, an HSP service technician performed a furnace tune-up at your property prior to you purchasing the home. Although our technician found that the furnace was "very dirty," no carbon monoxide leaks were found, and the system was thoroughly cleaned and found to be operating well. HSP furnace tune-ups are part of manufacturer-recommended preventative maintenance. CenterPoint Energy considers safety to be a top priority, and as such, the furnace at your property would have been shut down if any unsafe situation was found. Please note that CenterPoint Energy and HSP do not provide furnace certification or inspection services. Although it is unfortunate that your furnace required replacement after you purchased the home (and more than six months after the tune-up was performed), the age of the appliance would have likely necessitated replacement in the near future at any rate. An HSP furnace tune-up could not have prevented replacing your appliance. Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal /* (3000, 7, 2016/02/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to your reply it says that you do not preform furnace "certification or inspection services". You don't preform furnace "inspections"? According to the New Webster Dictionary the definition of inspection is to "examine closely". So you don't "examine closely" the furnaces that people hire and entrust you to service and make sure they are safe? The furnace needed to be replaced at the time of purchase because it was producing unsafe levels of carbon monoxide that your company did not test for even though the furnace was 35 years old. I used the furnace for about 6 weeks when I moved into the home and during that time I got extremely sick with double pneumonia which is a sign of carbon monoxide poisoning. After the initial 6 seeks or so that I used the furnace I did not turn it on again until the fall so although it was 6 month later the furnace was not used again after the initial 6 weeks or so. The furnace did not deteriorate in the 6 weeks of use to the point that it was unsafe and needed to be replaced. Also, a HSP turn up, if preformed as stated on YOUR checklist- to check the "presence of unsafe levels or carbon monoxide (CO)", would have resulted in the furnace being condemned and the sellers paying $2500 towards the price of a new furnace. I believe that this was an extremely dangerous situation and that your company was neglectful in their evaluation of the furnace. If you would have preformed a CO test on the flue you would have detected the high CO levels and would have red tagged and turned off the furnace which would have resulted in the sellers paying $2500 towards the replacement with a new furnace. I am not satisfied with your response and still want you to pay the $2500 that I missed out on towards a new furnace. See Attachments. Final Business Response /* (4000, 9, 2016/03/04) */ March 4, 2016 Mr. ****** ******** ************** Buffalo, MN 55313-1843 Mr. ********: At the time our technician performed the furnace tune-up at your property (February 3, 2015), the carbon monoxide (CO) levels detected directly at all four burners was measured at a maximum of 35PPM, which is well within the acceptable safety range for a furnace. Our technician also found that the furnace was properly vented with good airflow, so this CO (a normal byproduct of combustion) would have vented outside your home. Please also note that no ambient CO readings were detected in your home at the time our technician was at your property. Sincerely, Robin H Regulatory Liaison CenterPoint Energy

3/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Turned off gas services with no notification I will be reporting the action of your employees to the Better Business Bureau. The account was not set up correctly with the correct mailing address so bills were not sent to the proper place. A call was made to make payment and the error was discovered. I agreed to send a check and employee was going to fax bill on 02/16. I did not receive a bill so I called again on 02/17 and was informed the gas had been turned off. We have just put $20K towards repairs in this property and your company was out to negate that effort. I was NEVER informed that the gas was being shut off and if I hadn't called and followed up on the negligent behavior of your employee, the pipes would have frozen and the contract would have fallen through and the bank would be out more money. The account # is **********-6 so you can see the negligent employees that have made this possible.

Desired Settlement: CenterPoint needs to NOTIFY people when the gas is being shut off and be responsible for damage caused when they don't do this!

Business Response: Initial Business Response /* (1000, 5, 2016/02/22) */ February 22, 2016 Ms. ***** ********* ********************** *************** Apple Valley, MN 55124-7568 Ms. *********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the disconnection of natural gas service at ***********************, Burnsville, Minnesota 55337-3680. CenterPoint Energy records show that you contacted our office on October 13, 2015, to take over responsibility for natural gas service at the above property in your name (on behalf of **********************) as of October 14, 2015. At that time, our representative was able to assist you with establishing a new account and restoring gas service to the property. However, as you note, this representative failed to update the mailing address for your account. As a result, the monthly bills for gas service and subsequent Notice of Disconnection were sent to the service address, and gas service was then disconnected on February 17. Service was then restored later that day. I would like to apologize on behalf of CenterPoint Energy for any inconvenience you may have experienced as a result of this issue. I have removed the reconnection fee as well as the most recent late fee (totaling $29.00) from your account. Also, CenterPoint Energy management has addressed this error with our representative. If you have any further questions regarding this issue, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal /* (2000, 7, 2016/03/03) */

2/15/2016 Advertising/Sales Issues
2/11/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I had a furnace tune-up done on October 9, 2015 and I was told that 8 weeks after time of service I would received a $25.00 prepaid visa card. In September 2015, I called CenterPoint Energy to discuss having my furnace cleaned and tuned up. During my discussion with the agent, I was informed that if I booked my furnace tune-up with them (tune-up was $99) I would receive a $25.00 rebate, payable via a prepaid visa card that I would receive from Citibank. I felt CenterPoint's offer was a much better deal, because the company that I original was going to hire for the job was going to charge me $90 with no rebate or incentives. So I booked the appointment with CenterPoint. During our call, I specifically asked the agent when I could anticipate receiving the visa card, and how I would recognize it from junk mail. She told me that I would see the card within 8 weeks after the workorder was completed and the card would come directly from Citibank. On October 9, 2015 the Centerpoint worker came out and cleaned and tuned-up my furnace and here it is February 4, 2016 and I have not yet received my prepaid visa that I was promised. On November 23, 2015 I made my first call to Centerpoint inquiring to see when I would see my visa card. The agent I spoke with told me that he had the same service done and that it took him more than 6 months to receive the card. I told him that was unacceptable and he said I can call back in a few weeks if I still hadn't received the card. Around the middle of December I called again, and this time the agent told me that they saw that I had the service done, but couldn't tell me anything about the gift card. On January 7, 2016 I called and spoke with another agent who stated that it looked like my paperwork hadn't been processed, and that she would process my paperwork so that I would receive my card. I asked her when I could expect the card and she said it may take a week or so. More time passed and I still did not received the card. On February 1, 2016 I spoke with another agent asking where my visa card was. This agent told me that he couldn't help me and that I should be calling the rebate line at **************. I informed him of what the agent and I had discussed on January 7th, and he said to me that he's not sure why that agent would have said that because they don't that in their department. Furious, I called the 800 number the agent provided which no one answer the number, you can only leave a voicemail which I did. That same day, I went online and found the rebate center's email address and wrote a letter of complaint too. It is now February 4, 2016 and I still have NOT received a phone call or email response from anyone.

Desired Settlement: I would like to receive the $25.00 prepaid visa card that I was promised for signing up and having the work completed for my furnace tune-up.

Business Response: Final Consumer Response /* (2000, 5, 2016/02/11) */ I wanted to let you know that someone from CenterPoint contact me and informed me that after further investigation it had been determined that the representative that I had worked with when setting up my Furnace Tune-up appointment erred and didn't check to see if I meet all the requirements for receiving the rebate. Due to the error they have agreed to honor the $25 rebate and will be sending me a visa gift card in the mail which I should receive in a few days. I will let you know when it arrives. Thank you in advance for your assistance with mediating my complaint. Best regards, ****** ******** ***copied and pasted from email.

2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: CP failed to respond for request of original purchase and warranty agreement. 12/26/15: CP technician confirmed leak in water heater; he said that he only needs to call into sales to confirm that the unit was purchased within the 12 year warranty. he asked if I was the original owner, I said no, he said it didn't matter, the unit is warranty. sales person called me back within an hour, confirmed that unit was purchased within warranty period, asked if I was original owner, I said no. He said the warranty only extends to original owner. I asked for the written warranty documents from 2005 when the unit was purchase. He said that he's worked there for 20 years and he knows the policy. 12/27 and 12/28: I've reached out to Centerpoint via social media and email and have not heard back from them. If they have records of the unit purchased, then they should have had records of the original owner. And if their warranty is the same as the manufacturer warranty, then have they been double charging consumers for the same warranty? Consumers should be told that manufacturer warranty is the same so they do not need to purchase an extra warranty from Centerpoint. Water heater purchase in March 2005, I purchased the home in Dec 2005; in my opinion, I purchased the home and everything inside of it, therefore I own the waterheater and the warranty should be transferrable.

Desired Settlement: honor their 12 year warranty guaranteed for the unit; parts and labor. educate consumers on the difference between Centerpoint Energy warranty and the manufacturer warranty and educate consumers on the limitations of both warranty.

Business Response: Initial Business Response /* (1000, 9, 2016/01/13) */ January 8, 2016 Ms. *** ****** ************** Burnsville, MN 55337-3175 Ms. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding warranty coverage for your water heater at *****************, Burnsville, Minnesota 55337-3175. The warranty HSP provides and honors is the manufacturer's warranty on the tank and tank parts. The manufacturer (AOSmith) only covers the original home owner. As a result, Home Service Plus is only able to honor the warranty to the original homeowner. If you are interested in purchasing a new appliance, Home Service Plus has several options available. However, we are not able to replace your water heater under the previous homeowner's warranty. Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal /* (3000, 11, 2016/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have only been told that HSP's warranty is the same as the manufacturer's warranty. I ask that Centerpoint provide a copy of the original warranty language. There must be a brochure or something that HSP provides to the original buyers, which clearly states that HSP's warranty does not transfer to the new homeowner. I went to Menards to check their water heater and their extended warranty. Menard's has a brochure that clearly states that their extended warranty is transferrable even if the manufacturer warranty is not. It baffles me that HSP still can't provide a brochure with the original warranty language...all I have is their email rejection notices and attempts to sell me a new water heater. Just provide the written warranty as proof. And don't provide me with the manufacturer warranty, I already have that. Final Consumer Response /* (4200, 17, 2016/01/21) */ I contacted Centerpoint via their HSP customer service line regarding the warranty, they transferred me to their sales team again. I pointed out that the warranty sticker attached to my water heater does not say it's not transferrable and it does not refer back to manufacturer warranty. Once again I asked for proof; sale person said that his sticker info has the 'non-transferrable' language; I said that mine does not. So apparently their old stickers don't have the 'non-transferrable' language but their new stickers do. However, that shouldn't matter to me since my water heater contract is under the old sticker; therefore my water heater is warranty for a full replacement at no charge. Centerpoint Sales person said he'd call me back...I am still waiting callback. Final Business Response /* (4000, 24, 2016/02/09) */ ***Document Attached*** Ms. ******: I have attached the a copy of terms of the manufacturer's warranty for the water heater at your property. As shown in the first sentence of the warranty terms, the warranty is not transferable. Sincerely, Robin H Regulatory Liaison Centerpoint Energy

2/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Centerpoint service guy turned off & red flagged gas to furnace due to "cracked heat exchange". Needed to buy new.Found out there was no crack-he lied On Friday Jan 8th, a Centerpoint home service plus (a warranty service paid for by customers) service agent came out to look at our furnace. I noted that I did attempt to cancel the call so this visit would most likely be short. In the beginning of the visit, he sold me on a total replacement package, which I agreed we should probably pick up. Our furnace was old but it had just been serviced and was for the most part running just fine. By the end of his visit- around 20 minutes later, he told me that there was a crack in the heat exchange and he needed to red tag our furnace and turn the gas off. I did not understand why based off of prior conversations I had had with service agents who fixed the issue but he told me that he was the first one to take off this part to fully see inside. I let him know that we have a baby and cannot be without heat for 3 days on the coldest weekend of the year. He told me they would leave 2 heaters to help keep it warm. He said he cannot leave the gas on or our family could die due to carbon monoxide and it was his protocol to turn off the furnace that moment. I took him at his word and thanked him for saving us. I did not even comprehend that this could be false. Why would I? He is a representative of my gas company- he would not lie. Well, indeed that is what he did. Luckily, I called an independent furnace professional who today; Wednesday Jan 13th, took out my furnace and as he inspected it found zero cracks in the heat exchange. He even told me it most likely had another 3 or so years left on it. I am convinced that this service agent came out to my house and being it was part of the home service plus plan and that he was going to sell me the replacement plan; this service agent decided that he would red tag my furnace, tell me that I would die if I used it again and fear me into buying a new system. The unfathomable act is that he was comfortable doing this on a Friday afternoon just before the frigid air was about to set in and be the coldest weekend of the year....temperatures in the negative degrees. Well today I know that Centerpoint energy pulled one over on me. Was because I was a woman? Was it because I had an old furnace and their practice is not to fix after a certain amount of sales calls or was it because this service agent gets referral bonuses off selling new furnaces? I would like that answered because it wasn't because it was broken or even close to having a crack. This system could have latest at least another 3 years. This man put my family in danger of cold temperatures, he put my family in financial burden and he showed that businesses are not to be trusted. I am so disappointed in Centerpoint energy, the only option I have to provide heat to my house is also the company that felt ok to let my family be without heat during the coldest week of the year in Minnesota for absolutely no reason except to sell a new furnace. That to me is criminal. Please help me! Well today I know that Centerpoint energy pulled one over on me. Was is because I was a woman? Was it because I had an old furnace and their practice is not to fix after a certain amount of sales calls or was it because this service agent gets referral bonuses off selling new furnaces? I would like that answered because it wasn't because it was broken or even close to having a crack. This system could have latest at least another 3 years. This man put my family in danger of cold temperatures, he put my family in financial burden and he showed how businesses are not to be trusted. One of the worst things about the whole thing is who can you trust. I am so disappointed in Centerpoint energy, the only option I have to provide heat to my house is also the company that felt ok to let my family be without heat during the coldest week of the year in Minnesota. That to me is criminal.

Desired Settlement: I believe that Centerpoint should be on the hook for buying our new system they made us put in. By red tagging the device is was not be be used. This meant we had to buy a new furnace when in actuality nothing was wrong with it. This criminal act by Centerpoint should have consequences and needs to be shut down asap.

Business Response: Initial Business Response /* (1000, 7, 2016/01/25) */ January 25, 2016 Ms. A. ***** ***************** Burnsville, MN 55306 Ms. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding Home Service Plus's (HSP) diagnosis of your furnace. As noted in your complaint, you called CenterPoint Energy on January 8, 2016, to report that your furnace was not producing heat as it should. Our technician arrived to your property later that day and diagnosed the furnace with a cracked heat exchanger, which necessitated that the gas to the appliance be shut off for safety reasons. You then requested a second opinion, and another HSP technician was sent on January 13. After removing the heat exchanger from your furnace (which can make diagnosis much easier), no crack was found. At this time, CenterPoint Energy records show that you spoke with the supervisor of the technician who made the initial diagnosis, and that you have also spoken with Area Manager Chris **********. Because you have already replaced your furnace, Mr. ********** offered $1,400 as compensation towards your new furnace. Please note that this amount takes into account the age of your previous furnace (28 years) which was 8-10 years past its life expectancy. You have also stated that you felt as though CenterPoint Energy's goal was to sell you a new furnace and that may have influenced the decision to red-tag your appliance. Although CenterPoint Energy technicians are trained to provide information on new appliances and HSP offerings, this did not factor into the diagnosis of your previous furnace. Your furnace had previously been serviced by HSP in December 2013, and no such issues occurred despite the age of the appliance at the time (26 years old). CenterPoint Energy and HSP regret any inconvenience you may have experience as a result of our error. At this time, CenterPoint Energy's offer of $1,400 reimbursement towards the cost of your new furnace stands. Please reply to this complaint to the BBB or to Mr. ********** directly with your decision. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (3000, 9, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not accept Chris's offer and took it further on our end where we did finally speak to the Claims Department and have come to an agreement with Molly ***** at Centerpoint. However, I would like to know that someone will revisit their protocol on scare tactics like this. I do NOT think it is acceptable to turn off gas to a house without being 100% confirmed certain; especially in the middle of the winter; especially with babies in the house. I would like Centerpoint revisit how they 'red tag' items. The practice they showed me is unacceptable and criminal. Thank you, ******

1/27/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Refusal to accept payments from my checking/savings account. I called the automated billing line to make my payment - apparently I entered my account info incorrectly. After not seeing the payment post to my account for several days - I called to find out what was going on. I was told either my payment was returned for NSF (which is not the case since I had the funds and nothing shows as returned on my account) or the account info was entered improperly - they are not able to distinguish. As a result, CPE refuses to accept payment via checking/savings account from me for a period of 12 months and requires that I either go in and make a payment, or pay for a money order to send in as payment, or a pay a $3.75 cent fee to use my debit or credit card. My payment was not returned for NSF, but for a simple mistake - I should not be penalized for this and have to either travel or pay money to make my already exorbitant gas payment.

Desired Settlement: Remove the block on my account and allow me to pay via checking/savings account. In my account history with CPE- I have never had a payment returned for NSF.

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ January 26, 2016 Ms. ********* ******* ********************** Minneapolis, MN 55408-3324 Ms. *******: This letter responds to your complaint to the Better Business Bureau (BBB) regarding the returned payments made to your account for gas service at ************************, Minneapolis, Minnesota 55408. CenterPoint Energy records show that the payment you submitted on January 18, 2016, was returned because the bank account information provided was incorrect. This 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 year. However, 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 courtesy. When 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.

1/25/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: I sold my house and because the buyers did not call in time they want me to pay for the gas I did not consume. Prior to closing date of my house in November 21, 2015 I sent fax stating my transfer dates. I remember receiving a call from them to confirm and the conversation went well, the transfer will occur on Dec 21st. Until Jan 4, I received a bill for the old address that doesn't look like a last bill. I called and checked what was going on and I was told that the service at the old house was not stopped and the transfer did not proceed because the phone number on the account is different, also they cannot back date to Dec 21. I asked to talk to billing dept and the billing confirmed they can back date if the buyers call. I contacted the agent who sold the house and he said the buyers forgot to set-up the account. The buyers called and had asked to back date but was told they cannot back date the bill to Dec 21. I called Centerpoint again to request to back date and was told the buyers have to call in order to back date. I called again and was told the buyers did not ask to back date but set-up the account already. They said the buyers need to call again. I offered Centerpoint to fax them closing date papers because how do I know that the buyers did not really ask to back date. It was hassle to both me and buyers because we are busy at work. I even offered the customer rep to put the buyer on the line but they said they cannot do it that way.

Desired Settlement: Please just back date or call the buyers and confirm they want to back date after I called them. It is very stupid gesture to seek responsible people for the bill when it was clear the house was sold already. At least accept proof that the house was sold on that day.

Business Response: Initial Business Response /* (1000, 5, 2016/01/13) */ January 13, 2016 ******* ******* ************************ Apple Valley, MN 55124-4376 Ms. *******: This letter responds to your complaint to the Better Business Bureau (BBB) 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, 2015. At this time, your account has been closed as of that date, and a final bill for service through December 20 has been issued. Your 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 ************

1/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I HAD the REPLACEMENT ASSISTANCE PLAN - I submitted my receipt as proof of purchase - Serial # was not on receipt so now I don't get the 500.00 purchased Washer and dryer set from Sears in Coon Rapids MN for $2,155.30 11/14/2015 - sent in my receipt to HSP Replacement Assistance Plan Administration, Ctr pt Energy, *************, MPLS,MN 55440-1165 11/14/2015. 12/24/2015 I called to find out when I would receive my check and was told in 8 weeks - I didn't know if the model#/Serial# were on receipt (as I misplaced it) so copied them out of the Washer and wrote on a copy of my Washer cover and sent on 12/25/2015 -- I called today 1/9/2016 as it has been 8 weeks and was told the paperwork was sent after the 90 day deadline - I said that was not true I sent it 11/16/2015 - A Supervisor Jessica later called me and said since the Serial # was not on the receipt I do not get the $500.00 - I feel this is a dishonest practice-they can come to my home and see my new appliances - I even stated in my letter I sent to let me know if anything was missing and heard Nothing. I have since cancelled this replacement plan and I want my $500.00!

Desired Settlement: $500.00 per the Replacement Assistance plan chart for Washer

Business Response: Final Consumer Response /* (2000, 5, 2016/01/18) */

1/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: CenterPoint stated they would reimburse me the cost of my water heater that was still under warranty and leaking. They would pay me $860 and have not CenterPoint was unable to replace my leaking water heater, that was still under warranty, for a week due to no plumber in this area. I was told by Tiffany's manager that they would reimburse me the cost of my heater in 2010 if I could find my own plumber. I did and submitted the invoice and a letter. I received a call & was told yes they would honor the $860 refund and I should receive a check in about 3 wks. It's been 5 weeks and I have made numerous calls to CenterPoint and no one can tell me anything, keep putting me on hold or saying so & so will call you but no one returns the calls. I keep asking for a manager and they won't transfer me to one. No one seems to know what to do. I have now told my story 9 times in 6 calls to CenterPoint with no resolution. I want to know the status of my check of $860. The latest round of calls started Mon 12/28. I was talking to a Tim in Duluth. It was end of the day & he was going to be gone but he would e-mail Caleb in Duluth at ext 2003 who would call me within 2 days. As of today, 12/31 no call from Caleb. I called again today, 12/31 and finally got someone to transfer me to that ext, which was no easy task! It rang and rang finally hung up after 15 rings. Called again & was told he didn't know how to transfer my call to Duluth but he would e-mail Caleb. I asked for a promise he would call me today,oh yes I was told. As of 5:00 today no call. I just don't understand why someone can't help me find out the status of my check. The one person who I think can help is Tiffany in Sales and her boss but no one is willing to transfer me to her. I do want to say that everyone has been polite and nice but why can't someone help me? Thank you.

Desired Settlement: I would like a check for the $860 that I was told I would receive.

Business Response: Initial Business Response /* (1000, 5, 2016/01/11) */ January 11, 2016 Ms. ***** ********* **************** Mankato, MN 56001 Ms. *********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the refund for replacing your water heater. CenterPoint Energy records show that you were to be reimbursed for the cost of replacing your water heater for a total of $860. Although initially delayed, at this time, a refund in that amount has been issued to you. I would like to apologize for the delay in issuing this refund check. This delay was due to CenterPoint Energy's error. CenterPoint Energy regrets any inconvenience you may have experienced as a result of this error. If you have any further questions, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (2000, 6, 2016/01/11) */

1/6/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Lack of Communication and Customer Service leading to potential health and home safety issues. Nov 19th, 2015 - RE:Home Service Plus Appointment Confirmation Account: *******-7. Furnace repair apt set up online for same day (Thurs)1-5pm, stayed home from work waiting. At 4pm called Customer Service(hereby as CS) and was told someone already called and showed up, no answer at my home. I denied this as I have been at the door all afternoon. I was rescheduled for same day, from 5-11:30pm. At 9:30pm called CS to ask my wait time, was told someone would call in 1/2 hour to confirm coming out, told to expect automated company number from 713 area code or 'unknown' number. No call, no show at 11:30pm - called CS, but they were closed. Fri, 3:10am, phone call from 612 number, answered, no one responds. Call CS at 7:30, am told someone showed up at 3:30am to my home to repair. I explained there was no doorbell, and no prior phone contact. CS tells me that I am wrong. I ask why a single mom with kids would be expecting someone at 3:30am to show up for repairs when I was told 11:30 would be the latest time. CS tells me that I failed my apt, they can set up new apt from 8am to 8pm today, but it could be later than 8pm. I asked if I would be getting a call this time, they said yes. I asked why I was not called last night to know of the change of apt time to 3:30am, they tell me that they don't need to inform people of changes. I ask for manager, they take my number and say he will call me. 7:30 Tim, manager, calls and tells me that he will be sending out the first tech to my home today. 9am - no ones showed up yet. I call CS again and ask for the manager, I am given his assistant to speak with instead. She tells me that I failed my 2 apts, now I have to wait in line behind everyone else. I asked about what Tim had told me, she tells me that he has no ability to do this(send someone to me first). I asked why there was not an automated call, they say there was. I deny this, ask if someone can verify that I was called for the earlier apt they claim I failed, and then 3am call, they tell me they can not. I ask if they monitor calls or keep a record of calls for verification, CS tells me they do not. I tell her that I have children in the home, which is at 40degrees, and my pipes may freeze. She tells me that there is no point in discussing this anymore. I ask her if there is anyone higher up I can speak to, she denies; I ask if there are accreditation companies who work with Center Point that I can speak to, she denies. I re clarify with CS that this service I pay for monthly, with whom I have made now 2 apts that I am told that I failed - though I have waited with my phone by the door with no communication from Center Point, may be out by 8pm but maybe later, that they will not contact me if the apt gets changed, and since they can not prove that calls were actually made to me and they have lied about me failing my apts - I need to now call on every few hours to make sure that my apt was not 'failed' again, she says yes. Let her know that I will be contacting Legal dept in the company, she ended the phone conversation.

Desired Settlement: 2 months of fees for payment of services- Home Service Plus

Business Response: Initial Business Response /* (1000, 5, 2015/11/30) */ November 30, 2015 Ms. ********* ******* ***************** Brooklyn Park, MN 55444 Ms. *******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the recent attempts to repair your furnace at ************************, Brooklyn Park, Minnesota 55444. CenterPoint Energy records show that you scheduled a repair for your furnace on November 19, 2015, but that our technician was unable to reach you by phone or at your property on that date, so this repair was canceled, as your complaint notes. You then requested another technician be sent, so a technician was dispatched as soon as possible (3:30AM) on November 20. Again, no one was available when our technician called and visited your home. You requested that another technician be sent at 6:53AM on November 20 and our technician arrived at 11:03AM. At this time, our technician was allowed access to your home but was not able to complete the repair due to health and safety concerns in your basement. The technician stated that CenterPoint Energy technicians are not required to work in unsafe conditions and that the situation be made safe before the repair could be completed. This is also stated in the Home Service Plus Terms & Conditions, section 2: Appliances and equipment must meet code requirements and be in operating condition at the time contract service begins. CenterPoint Energy must have safe access to and safe working conditions at and around the appliances and equipment. The most recent repair request for your furnace was then scheduled for November 24. Our records show that our technician was able to complete the repair of your furnace. CenterPoint Energy made several good faith efforts to complete the repair of your appliance as you requested. And, because these repairs have since been completed, CenterPoint Energy considers this matter resolved. Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have phone records from my cell phone and home phone service that can verify that there were no incoming calls made from CenterPoint Energy on the 19th and 20th that were claimed to be made. I have requested that if CP has verification on their end that they did that it please be provided it, this request was denied. I have no personal interest in missing a day of work to wait for a repair person to then claim they did not arrive. It serves me no good to make requests for service, then deny a technician access and then make continued requests for help, even to the point of calling through the day to request verifications and to speak with management. How would that resolve my home's lack of heat? I do not feel that it is appropriate that a repair tech may 'claim' they called and were present at my home and that serves as truth, but my word as a paying customer who was not given professional service is considered invalid. I have offered to provide verification of lack of communication, in return CenterPoint does not want to give verification on their end and instead places blame on the customer. Yes, there was yet another call for a technician to be sent, and a call was finally received on the 24th, and I requested to have the 20 min grace period to return from work. In less than 10 min, before I arrived home, the tech had come and left; had I not had someone at the house to receive the tech I would have been seen yet again as "failing" another appointment. The next time there was an availability to have someone service my home was 4 days later; the tech was late to the service time but did actually call to verify that I was home and was able to fix the problem. This, however, does not resolve the 5 days without heat in my home, the serious lack of professional customer service received, the non-existent communication, the entire blame placed upon the customer and complete lack to accept any responsibility on CenterPoint's part that they had in this debacle. I had to miss a day's wages waiting on the 19th for someone to arrive and I had to run space heaters in my home so that my pipes did not freeze and my energy bill will reflect the cost it took to run these over 4 days. Simply repairing the furnace several days later (after the run around on the 19th and 20th) does not resolve the matter to me. Final Business Response /* (4000, 17, 2016/01/05) */ Ms. *******: CenterPoint Energy made three attempts to repair your furnace (at your request) within 24 hours of your initial request. We consider this a reasonable response to your requests for service. When our technician was granted access to your home, we were unable to complete the repair due to unsafe conditions. Furthermore, our technician was then told to leave the property after explaining the necessity of working in safe conditions. Because your appliance has since been repaired, CenterPoint Energy considers this matter closed.

12/14/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: my bill has been late and i paid it in full and now the math on the bill is wrong i have all my proof of payments i/tri cap paid $616.49 my final bill claims tobe $405.34 as of october 31st 2015 on account #********-1 but thats wrong according to the bills im have it should be $-48.57 they should owe me. the bill for the year was $567.92 gas/services. i callled center point on 11-19-2015 and was talking to an agent and she said the account was paid in full and closed and to disregard the the notices. its on my credit repoert andi have no proof thisaccount was paid or closed what can i do ?

Desired Settlement: i want the truth on this matter and have proof that it is closed sent to me and the bbb and all the credit reports .

Business Response: Initial Business Response /* (1000, 9, 2015/12/09) */ ***Document Attached*** December 9, 2015 Mr. ******* ******** ************ Sauk Centre, MN 56378-1415 Mr. ********: This letter responds to your complaint to the Better Business Bureau (BBB) regarding the balance on your former account for gas service at ********************* Sauk Centre, Minnesota, 56378-1415. Your complaint states that you should not owe the balance transferred from your prior account to your current account for natural gas service. To 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 $162.38 in gas charges and $94.96 in Home Service Plus charges. Your most recent bill of $197.12 (sent November 30, 2015) was an accurate picture of the total owed on your account. However, a $146 payment from Energy Assistance has since paid the gas charges owed. At this time, your account owes only the $94.96 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 $167 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 146 and just kept on adding miscellaneous and adjustment and now I owe $197.12 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 $425.34. This amount is also shown on the July 17, 2015 Final Bill I have attached to this response. Since your account was closed, a total of $168 in payments have been received. This left $257.34 owed on your previous account ($162.38 in gas charges, and $94.96 in Home Service Plus charges). This amount was then transferred to your current account.

11/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We have been without hot water since last Wednesday (11/18/15). We have been without hot water since last Wednesday (11/18/15). I called in that night & they said the earliest they could get someone out would be between 10-6 (8-hour window) on Thursday 11/19/15. The Tech (Mark) who has rep id 0284 showed up around 7. It seemed like he did not want to do his job, and said the culprit was a broken vial on the bottom of the water heater. He said to contact the manufacture and they would replace the part one time free of charge. I contacted them on Friday 11/20/15 and they said it would take 1-2 business days for it to arrive. In the meantime I set up an appointment for Tuesday 11/24/15. However, the part arrived early (Saturday 11/21/15), so I contacted Home Service Plus to get them out earlier, since I was previously told this was considered an emergency for same-day service. The person I spoke w/ (Jeff who has rep id ****) said they were no longer scheduling hot water heater appointments for Saturday, and I had missed it by 1/2 an hour. I told him I wanted the earliest next available, and he said that would be Sunday 11/22/15 between 8-4. He confirmed the appointment, and I called back in on Sunday 11/22/15 to see if they had an ETA, since 8 hours is a very long window. When I called, they said my appointment today (11/22/15 is from 3-11?!?! I told Esperanza (rep id ****) this was unacceptable, and she told me the best she could do is extend the window from 12-11 on 11/22/15. I stressed to her that we have a 10-month-old child (and pet) in the home, and none of us have been able to take a bath or shower at home since Wednesday. Also, my child takes a special formula that cannot be heated, so we usually use warm water out of the sink (this is not the 1800's, we should not have to boil or microwave water, & then have to wait for it to cool). She said she was giving us 3 free months of service ($43.95/month) and logged complaint ********** on my behalf. It should be noted I was unable to go to work at the office on Thursday 11/19 & Friday 11/20 due to this.

Desired Settlement: It is now 12:01 PM CST and still no Tech or ETA of when they will arrive or when this will be fixed. I want someone out here ASAP to get this resolved!!! Also, I would like an apology and a credit for my energy bill for the period of time we have been without hot water.

Business Response: Final Consumer Response /* (2000, 6, 2015/11/24) */ The Tech came back out Sunday and fixed it. I do not blame him, but I do blame the scheduling department.

11/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Replacement assistance wont cover my fridge I moved to a new location and everything was transfer to my new address. My fridge from my old location stop working and we call Centerpoint for repair services, the tech came and said that it wasn't repairable. So, i contacted Centerpoint and was told that the replacement coverage will cover up to $850 and i went to home depot to buy a new fridge. Last week i received a call from CenterPoint that they will not cover the replacement cost due to new service and i explained to the person that this was not a new service i transfer the service to new address and the fridge came with us from our old address and I am paying form the replacement coverage for the month of October see statement. My question is i am not a new member, i have centerpoint appliance replacement coverage for the past 3 years.

Desired Settlement: I am seeking the 850 promised

Business Response: Initial Business Response /* (1000, 8, 2015/11/10) */ November 10, 2015 Mr. **** ****** **************** Minneapolis, MN 55434-2769 Mr. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding your reimbursement claim for the Replacement Assistance Plan (RAP) contract at your property at **************************, Minneapolis Minnesota 55434. As your complaint states, your RAP claim for reimbursement for the replacement of your refrigerator was denied by our office due to your recent change of service address. I have reviewed your account and determined that your RAP claim may have been processed in error. Please resubmit your RAP claim documentation to me directly at: Robin H CenterPoint Energy ***************** ************** Minneapolis, Minnesota 55459-0038 Upon receipt, I will ensure that your RAP claim is processed by management as quickly as possible. I look forward to hearing from you. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (2000, 10, 2015/11/20) */

11/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I sent an email to contact and did not receive a response until after I got my services reconnected, this was 1 week after initial contact I sent an email about getting my services reconnected on 10/22. I never got a reply so I called the emergency phone number attached to the email confirmation that they had received the email. My services got hooked back up on 10/28 and than I received a response from them on 10/29 saying that all was taken care of. Due to them not contacting me, and not leaving a notice of disconnect, I feel that I should not have to pay for any disconnection or reconnection fees.

Desired Settlement: I am seeking that disconnection/reconnection fees be dropped from my account.

Business Response: Initial Business Response /* (1000, 8, 2015/11/10) */ November 10, 2015 Ms. ******** ******** ********** Mankato, MN 56001-8739 Ms. ********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the disconnection of your natural gas service at ************, Mankato, MN 56001. CenterPoint Energy records show that a Notice of Disconnection was sent to you on September 29, 2015, for a past due balance of $256.22. This Notice expired on October 9, 2015. Because your account remained past due, your gas service was then disconnected on October 14. On October 22, your application for the Gas Affordability Program (GAP) was received and your account was then enrolled in GAP. Our office attempted to contact you via telephone on that date to schedule reconnection of your gas service, but we were unable to reach you. We then spoke with you on October 27 and your service was reconnected on October 28. Although your complaint states that you sent an email to our office on October 22, this was after your service had been disconnected for non-payment. Regardless, in cases when a customer's gas service has been disconnected for non-payment, the customer must call CenterPoint Energy to discuss reconnection and Cold Weather Rule procedures. At this time your service has been restored and your account has been enrolled in GAP. As such, CenterPoint Energy respectfully declines your request to remove the reconnection fee from your account. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (3000, 10, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My email that was sent, reference number ****************, was asking someone to contact me at my cell number to advise on how I could pay my bill. I was unable to make a payment due to the fact that they do not accept American Express cards. This is the card that my money was on. The correspondence was asking for help to get payment made and the services back on. I feel that since they made NO effort to contact me I should be compensated for their lack of customer service. I was going to attach a copy of the email but am unable to access it now. I did send a second email on 10/24/2015 asking why I had not had any response. My bill would have been paid in full if someone would have contacted me in response to my email. I feel that since no one in their company wanted to contact me about getting the bill paid, than I should not be responsible for reconnection fees. Final Business Response /* (4000, 12, 2015/11/13) */ Ms. ********: Our records show that your gas service was disconnected on October 14, 2015. Your email (sent October 22) would not have prevented disconnection of your gas service. If you had made payment for the balance owed to restore your gas service, the $28 reconnection fee would have still been assessed. Sincerely, Robin H Regulatory Liaison CenterPoint Energy

11/9/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased the replacement assistant plan on thru the company's website as well as the total repair plan. I did not receive replacement plan. In September I used Centerpoint's website to sign up for both the replacement and the repair plan. I remember because I got the repair plan 2 months free and the replacement plan 1 month free. My bill came and the replacement plan was not on the bill. I called customer service as I was having someone come out to take a look at my dryer as well and wanted to make sure I had the replacement plan and they told me I didn't sign up for it. We went back and forth and I explained that how would I know all these special promotions if I didn't sign up for them etc. I have even brought up the replacement plan previously to past employees when making the initial repair appointments. I am stating that it must be a computer error on their end, my reasoning is because they said they send out a confirmation e-mail summarizing what I got and I never received it but still somehow managed to get the repair plan. On the bottom of the online form you fill out it asks how centerpoint should contact you and when they should. I never received further contact from Centerpoint so I thought that I would have the replacement and the repair plan. Centerpoint denied starting my replacement plan despite all that I've said on the original date in september.

Desired Settlement: I would like the replacement plan to have started when my repair plan started. That is what I intended, conversed about to your employees whilst making the repair appointments, etc. Or start the replacement now, but cover my Dryer that you guys came out for but no longer carry the part.

Business Response: Initial Business Response /* (1000, 5, 2015/10/29) */ October 29, 2015 Mr. ***** *** ************** Fridley, MN 55421-1501 Mr. ***: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the Home Service Plus (HSP) Repair Plan coverage for your account at *************************, Fridley, Minnesota 55421. 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 account. As 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, 2015. To investigate this issue, I have reviewed all interactions (recorded phone calls) you have had with our representatives. In 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, 2015. You were not charged for RAP prior to that date, and our records do not show that enrollment had occurred prior to that date. As 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) */

11/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My gas was shut off and I paid the bill on the same day. It is now ten days later and I am still waiting for it to be turned on again. Recently I changed banks and forgot to change my auto payment for my gas bill. It was then turned off, which is my fault certainly and I paid the bill on the same day I received the disconnect notice. That was 10 days ago. I called to set up reconnection and was told I had to stay at home all day 8:00 - 8:00 to be there for reconnection. I did this - I did not leave the house much less the first level so I did not miss them. Someone did stop to give me a brochure on my rights in cold weather, but no reconnection. At 4:00, I called to check on the company. I was told that it was cancelled because I was not there and that a yellow slip was left on the door. There was no yellow slip and I assured the woman I had been there all day. She said they were completely booked and did I want them to come the next day. Not that I had any choice. Now, it is late in the afternoon the next day and nothing. Last night it was 28 degrees outside and I could see my breath inside my house. It was 42 degrees when I got up. I was up at 6:00 so that I did not miss anyone, but again, no one has arrived. I cannot take a warm shower, cannot do laundry... In the middle of the afternoon it is now 50 degrees in my house. I find this completely unsatisfactory. I feel as if I am at the mercy of a company that certainly doesn't care a whole lot and there is nothing I can do because no one answers the phone on the weekends. Obviously it will be another freezing cold night in my house!

Desired Settlement: All I really want at the moment is to take a hot shower and to feel my fingers in the morning.

Business Response: Initial Business Response /* (1000, 6, 2015/10/26) */ October 26, 2015 Ms. ******* ******* **************** Coon Rapids, MN 55448-2322 Ms. *******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the reconnection of your natural gas service at ****************, Coon Rapids, MN 55448-2322. CenterPoint Energy records show that your account was disconnected on October 7, 2015, due to a past due balance of $70.07. Notification regarding the disconnection of your natural gas service was sent on September 22 and expired on October 2, 2015. Our records also show that you paid $88.78 (the past due plus current balance) on October 7. However, our records do not show any contact until October 15, when you called to request that your gas service be reconnected. Our technician was sent to reconnect your gas service on October 16, but did not receive an answer via telephone or at your home upon arrival. You then called our office on October 17 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 15. 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) */

10/30/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Counterpoint energy won't answer calls to set up service call. Unable to get ahold of Counterpoint energy to set up a service appointment which i pay a monthly fee for.

Desired Settlement: Provide customer service for the maintenance plan which i've been paying for.

Business Response: Initial Business Response /* (1000, 5, 2015/10/29) */ October 29, 2015 Mr. ***** ********* ************* Apple Valley, MN 55124-8656 Mr. *********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding issues with scheduling an appliance repair for your property at ***************, Apple Valley, Minnesota 55124. Your complaint states that you had difficulty in reaching our office to schedule a repair for your furnace. Our records show that you were able to schedule a repair which was completed on October 20, 2015. However, I would like to apologize for the extended hold times you experienced when attempting to schedule this repair. I 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.

10/30/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Company failed to follow up to fix gas lines and no showed appointment with us. I was alerted, via flyer, from Center Point on Thur 10-1-15 that the gas lines were going to be worked on and gas would be shut off for up to 24 hours. It is now 10-6-15 and gas lines are still not fixed. Multiple complaint calls were made after the 24 hours with little to know help from company. We were told yesterday (10-5) that a technician would be coming out to our house to fix this issue. The technician no showed. Another call was made this morning (10-6) alerting company that gas is still not working. We have now been without working gas for 5 days.

Desired Settlement: Have October 2015 payment waived.

Business Response: Initial Business Response /* (1000, 8, 2015/10/20) */ October 19, 2015 Ms. ****** ***** ******************* Minneapolis, MN 55404 Ms. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the disconnection of your natural gas service at*****************, Minneapolis, MN 55404. CenterPoint Energy records show that the gas service at your property was disconnected for non-payment on September 30, 2015, for a past due balance of $63.51. Although your complaint to the BBB states that your service was interrupted due to work on gas service lines in your area, CenterPoint Energy records show that your natural gas service was actually disconnected due to non-payment. Your natural gas service was been restored as of October 6, 2015, after you paid the total balance owed on your account. Because your service was disconnected with prior notice as required by Minnesota State Rules, CenterPoint Energy respectfully declines your request to credit your account for your October gas charges. Please contact me if you have any further questions regarding this issue. Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal /* (2000, 10, 2015/10/30) */

10/19/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: CenterPoint Energy is refusing to send out a technician to reconnect my service during a time that will work for me. My service was disconnected for being past due. I paid the past due bill and have been trying to get reconnected for about a week. I have spoken to several of their customer service reps and supervisors and have pleaded with them to send out a technician at 6:00 p.m. or later because I recently returned to work and cannot take time off at this time. They keep telling me they have no control over their technicians time. I have been their consumer (not customer because customers are treated better)at this same address for about 10 years and they are refusing to send a technician to my home at a time that would work for me. I live alone with my kids who are under 13 years old and have been without heat and hot water for almost a week. As consumers we have no other options and are stuck with CPE because they have monopoly over our area. They give you a 12 hour winder and refuse to bent a little or compensate in anyway because they know they are the only gas company that services my city. I feel like I am not being treated fairly by them. I think they should make adjustments to accommodate their consumers schedules, especially under some circumstances. To go about a week without gas for a week, in MN, with children is horrible. I am sad and upset and feel mistreated by CenterPoint Energy. That is the reason for my complaint.

Desired Settlement: I want my service reconnected and want to be compensated for my pain and suffering. I do not have specific compensations in mind at this time but I would like to be compensated. I would also like them to revisit their servicing schedules/the time technicians go out to a consumer's home. They should consider offering time frames that would take into account their consumer circumstances and schedules.

Business Response: Initial Business Response /* (1000, 5, 2015/10/08) */ October 8, 2015 Ms. ******* ******* ****************** Savage, MN 55378-2557 Ms. *******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the reconnection of your natural gas service at *********************, Savage, Minnesota 55378. CenterPoint Energy records show that your gas service was disconnected on September 29, 2015 for a past due balance of $202.60. You then paid $172 on October 1 so that the service would be reconnected. CenterPoint Energy then attempted to reconnect your gas service no less than five times, but was unsuccessful as you were unable to provide access to your home during the time frames offered. CenterPoint Energy then attempted to restore your gas service on October 1, twice on October 2, again on October 5, and again on October 6. It was not until October 7 that your service was restored, because, as you note, you were not available to provide access until after 6pm each evening. As you note, CenterPoint Energy is only able to offer all-day appointments for reconnection orders. Although you contend that you are not being treated fairly, CenterPoint Energy is required to treat all customers in a uniform manner. As such, the time frames offered for reconnection orders are the same for all customers. And, as you know, an exception was made for an after-hours appointment to restore your service after you spoke with a supervisor in our call center on October 7. Finally, our records show that you called to report natural gas odors near your range on October 2. However, when our technician arrived, it was found that your range is electric, and that you apparently only wanted a CenterPoint Energy technician to restore your gas service, as no gas leak or any gas odors were found in or near your home. Our technician then directed you to request reconnection of your service through our call center, as all other CenterPoint Energy customers are required to do in these situations. In light of the fact that your service has been restored and an exception to CenterPoint Energy policy was made to complete the order, CenterPoint Energy considers this matter resolved. If you have any further questions regarding this issue, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal /* (2000, 8, 2015/10/19) */

10/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have home service plus. They came out as my heater was not working. They then broke a wire in the furnace so that our air conditioner would not work The guy that came out tried to clean in the heater and was very rough with it. When he left he had not turned the unit back on. I had tried to turn on the AC (which had shut off so he could turn on the heater. So it literally worked up to the time he shut it off) I caught him in his truck and he said I just needed to flip the switch on the side of the heater and the AC would come on. When I did that the AC still did not work. I then called and they sent out a repair man for the AC. He opened the furnace and attached a wire in the same place the first guy had been working. Then the AC came on. The home service plus covers the furnace but not the AC so they are trying to charge us for the AC to be fixed but they had broken it so I don't think I should be charged when their service rep broke it.

Desired Settlement: I feel they should not charge me for fixing something they broke. Also The $115 is what one rep said I was getting charged. The other rep said she didn't know what the charge was. Considering I had to spend 48 minutes and 17 seconds on the phone between 4 calls. Plus two days without AC that they broke and They even gave me a bad phone number once to get to the right department That adds up to way longer then the amount of time they spent breaking and fixing the things they broke at my house. They really should not only not charge me for that service but should also give me a credit for at least an additional $115. So that would be a total of $230

Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ September 24, 2015 Mr. ****** ********** ***************** Minneapolis, MN 55429 Mr. **********: This letter responds to your complaint to the Better Business Bureau (BBB) 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, 2015. Our records show that our HSP technician visited your home and repaired the air conditioner on September 18. We also gave a second opinion to the previous diagnosis of your furnace repair on September 23, 2015. As you note, you were charged $115 for the cost of the repair to your air conditioner. However, our supervisor has since credited your account for four months of the monthly HSP cost, or a total of $118.60. This amount covers the cost of the air conditioner repair. I would like to apologize for the difficulties you have experienced in scheduling this repair. However, 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

9/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My gas meter was replaced without my knowledge or a courtesy call. When my water heater wasn't working I thought it was malfunctioning. My issue is that when I arrived home from a weekend away, I found that my water heater wasn't working. I tried lighting the pilot myself but it wasn't staying lit so the conclusion I came to was that there was an issue with my water heater so I called a water heater repair person to come out and look at it. When they arrived they determined that my gas had been turned off. I was surprised by that considering I wasn't given any notice prior to or after work had been done which would cause my service to be interrupted. Later I found a note on the ground between my storm door and front door that said that someone had come out and replaced my gas meter and to call to have the service restored. To me a note on the front door doesn't seem to be a reasonable notice or shutting off my gas. It wasn't until 9/16 that I finally got a call from Jerimy ***** in the claims department and he informed me that center point will not pay my claim. After trying to explain my issue to Jerimy I asked to be transferred to a supervisor, at which point I was either hung up on or the call was dropped. To be fair I began to rise my voice after Jerimy told me that they were not going to pay my claim, but I never swore or insulted Jerimy so I don't feel like being hung up on was an appropriate response. In any case I called back and left a message with Jerimy to call me back. When Jerimy called back he transferred me to Martin Conner who explained that in much of the country there is an automated system that alerts residents of service interruption but was unable to tell me if it was available in my area. He also informed me that a subcontractor was who performed the work and thus they aren't responsible for any notifications. As the customer I draw not distinction between Centerpoint Energy and their subcontractor as they work they preform is on Centerpoint's behalf. He also mentioned that this type of thing doesn't happen very often where a customer doesn't see a door notification before calling a repair person. It seems fair that given this doesn't happen very often it would be the exact type of thing a claims department is set up to address. Martin said that he would check on something and get back to me the same day, 9/16/15 but I still haven't heard back from him. I don't feel like I am being unreasonable in asking to be reimbursed the $189 for a service call especially considering I wasn't given appropriate notice of service interruption. If I would have been notified either before or after my gas was turned off either by phone or email I would have never called someone to come and fix the water heater because I would have known it was due to my gas being turned off rather than a faulty water heater. I am sure there has be some kind of statute in Minnesota that requires the home owner to be properly notified when their gas is turned off.

Desired Settlement: I am asking for the $189 for the service call to be refunded.

Business Response: Initial Business Response /* (1000, 5, 2015/09/29) */ September 29, 2015 Mr. **** ******* ************* Minnetonka, MN 55345-3022 Mr. *******: This letter responds to your complaint to the Better Business Bureau of Minnesota regarding the disconnection of your natural gas service at ,*************** Minnetonka, Minnesota 55345. CenterPoint Energy records show that the gas meter at your property was replaced on August 27, 2015. As you note, you were not at the property at this time, so our technician left a door tag notifying you that the meter was turned off and to call CenterPoint Energy to have your service restored. However, because you were unaware that the meter had been replaced, you then called a repair person to determine why you had no hot water. The cost of this repair visit was $189. When you requested to have this amount reimbursed to you, your claim was denied. You note that you were unaware that the gas service at your property had been turned off, and that no phone call or email was sent to notify you that this had occurred. To resolve this issue, and in the interest of good customer relations, I have credited your account for the cost of the unnecessary water heater repair ($189). Please contact me if you have any further questions regarding this issue. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (2000, 6, 2015/09/29) */

9/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to reconnect My gas was turned off by centerpoint energy on 9/1/15. I made an honest mistake and missed payments of 68.00. I felt horrible and called right away and paid my past due amount a long with reconnection fee.I then t took today off (9/2/15)to wait for reconenction , I had no problem doing this as I knew it was my mistake for not paying my bill,although I would have liked a phone call alerting me they were turning off my service,instead they sent a letter which I never opened a sI was out of the country until this week.I was told they would call 30 minutes prior to thier arrival today. It had passed 2 pm and I had heard nothing so I called centerpoint and the person I spoke to told me it was my fault they didnt come and that I had not made an appointment (which I know did). She did not even attempt to try to assist me with reconnecting this evening. I now have to take work off tomorrow as well in hopes they made this appointment correctly. After reading other complaints on Center Point I see a consistent theme that just isnt right.

Desired Settlement: I just want my gas reconnected, they should not charge a fee since I complied with all the requirements , they never showed up after I took a day from work to resolve the issue

Business Response: Initial Business Response /* (1000, 8, 2015/09/22) */ September 22, 2015 Ms. ******** ****** ************** Bloomington, MN 55438 Ms. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the disconnection of your natural gas service at **************, Bloomington, Minnesota 55438. As your complaint notes, your gas service was disconnected for non-payment on September 1, 2015, for a total past due balance of $60.02. And, although you paid this amount (plus the current bill), your service was not reconnected once your payment was received. Unfortunately, CenterPoint Energy has been unable to determine the reason that your service was not reconnected, as our records showed no further contact after your payment was made. As you know, your service was then reconnected the following day, on September 3, 2015. In an effort to resolve this issue, I have removed the reconnection fee of $28 from your account. Your balance is currently $26.68, which is due October 15, 2015. Please contact me if you have any further questions regarding this issue. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (2000, 10, 2015/09/28) */

9/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Center Point Energy acct# ********* On June 17, 2015 ********* replaced a water heater that qualifies for a 70.00 rebate. Multiple times ********* had to submit paperwork for rebate because Center Point Energy stated they didn't receive it. Over the course of the summer, I have made multiple calls. Last I had heard, they had everything they needed-I believe this was beginning of August. Today, 8/31/2015, I called and was told they weren't sure if this qualified for a rebate. Referred me to a 3rd person, who isn't currently available. Someone named Ruth will get back to me. Per *********, model # is G62-50T40 I have offered to send a photo of the water heater. The number I am referred to call for rebates is ************ I am selling my town home in 2 weeks and had hoped this could be resolved but doesn't appear to be the case and looking for assistance. When I had called beginning of August, was told they would elevate the case because of the problems to try and get a quicker resolution. This doesn't seem to be the case. Thank you for any assistance you can provide in resolving this. ************* ***copied and pasted from email.

Desired Settlement: Rebate.

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ September 9, 2015 Ms. ***** ******* *************** Apple Valley, MN 55124-6576 Ms. *******: This message responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding a delay in receiving your rebate on a water heater that you purchased for your property at ***************, Apple Valley, MN 55124-6576. Before your complaint to the BBB was sent to CenterPoint Energy, the supervisor of the Rebate Center was working with you and ********* to resolve the rebate concern. The model number of the water heater listed on the rebate paperwork was not listed in the AHRI directory or ENERGY STAR website and that was part of the delay in the processing of your rebate. Our Rebate Center supervisor learned that the model and serial number listed on the application was not correct and she requested new rebate paperwork from *********. Since you are moving we wanted to make sure we were mailing the rebate check to the correct location and ********* confirmed the mailing address with you. We requested the rebate payment for you on 9/8/15 from our corporate office in Houston and you should receive your rebate check in 7-10 business days. Sincerely, Kaleb S Regulatory Liaison CenterPoint Energy ************

8/25/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: HSP but had a entire day for a window for service, and still didn't complete the job. and it was a small job I enrolled and first claim was poor- I now will cancel HSP today. I cannot afford to take an entire day off from work and have nothing done. I will use the HSP savings and call for service that is more reliable and punctual.

Desired Settlement: I will reinstate my service if I can get a smaller window (morning or afternoon is reasonable) OR direct contact with vendor, with that I can call and find an approximate time.

Business Response: Initial Business Response /* (1000, 5, 2015/08/14) */ August 14, 2015 Mr. ******* ***** ********************* Saint Peter, MN 56082-1177 Mr. *****: This letter responds to your complaint to the Better Business Bureau of Minnesota regarding appointment times for Home Service Plus repairs. Your complaint mentioned that you had cancelled your Home Service Plus (HSP) contract due to the necessity of all-day appointment windows. We are able to offer smaller appointment windows, typically of morning (8am-12pm) or afternoon (12pm-5pm) on most appointments, but our all day appointment windows are the standard timeframe offered to customers. CenterPoint Energy regrets not being able to meet your expectations regarding appointment windows. Our records show that you have not been charged for the HSP Repair Plan. Please contact me if you have any further questions. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ************

8/21/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Issues getting service reconnected. Due to an error on my part my service was disconnected over a missed $50 service bill. I admit that was my fault but the effort to get my service reconnected has been ridiculous. When I called to get my service reconnected I was told it would be anywhere between 3 p.m and 8 p.m. The technician called at 9 p.m that he was still a half hour away. I am in bed by 8:30 due to my hours at work and missed the call. The next appointment was set up for July 17th, a Friday, I advised them I had a limited amount of time I would be home because I was due to go out of town. I never received a call, although they say I received an automated call. I have my phone with me at all times so I know whether I received a call or not. That was the 2nd missed appointment. On July 2th I called again for another apointment and was told that if I wasn't going to be home until after 5:30 I should call when I get home because that was the only way to ensure the tech could come after I got home. I called and after sitting on hold I only got the HSP department and they don't help with reconnections. I called on the 28th after 2 p.m. and was told they could not set a same day appointment after 2 p.m. but someone would be out the next day. Again, I advised them I cannot be home before 5:30 p.m. I received a call at 3:30 that the tech was on his way and would be there in a half hour. Great, but I work 45 minutes from home. I was not going to leave work only to find they had been there and gone again. When I called to advise them of this I was told to bad. They can't get a same day appointment after 3:30. I would have to schedule again for the next day. I said I can't take a day off to wait to see if maybe they would show up or not. The representative told me that if it was her she would take a vacation day to get the issue resolved. That the technician can show up anytime from 8 a.m. to 11 p.m. I advised her that was great if you are able to take vacation days at the last minute. She said well if it was her that's what she would do. Very unprofessional if you ask me. I have called multiple times to try and get my service reconnected. I have never gotten the same information from any of their representatives. Mistakes happen and sometimes a bill gets missed because it is a service that is not used during the summer so it slips thru the cracks. But to be treated in this manner after the bill has been paid in full is inexcusable. A reconnection should be treated the same as any other service provided and given a smaller window for appointments other than 8 a.m. to 11 p.m.

Desired Settlement: I would like my service restored ASAP. I have been trying for two weeks to get it restored.

Business Response: Initial Business Response /* (1000, 8, 2015/08/11) */ August 10, 2015 ******* ****** **************** St Francis, MN 55070 Dear Ms. ******: This letter responds to your complaint to the Better Business Bureau (BBB) in which you stated CenterPoint Energy did not show up in the timeline provided to you to reconnect your gas services. In your complaint you stated that CenterPoint Energy did not show up within the designated time for your reconnection order. This was true for your first appointment. The following appointments were missed, because you were unable to be home for the full day reconnection window. When we received your complaint your gas service was still disconnected. As you know, I called you the day we received this to schedule a reconnection of gas services. I was able to provide you with a four hour window for your reconnection, and your gas service was reconnected on July 31, 2015. You may contact me directly if you have any further concerns. Sincerely, Dominic A. Customer Services CenterPoint Energy ************ Initial Consumer Rebuttal /* (2000, 10, 2015/08/21) */

8/20/2015 Advertising/Sales Issues
8/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have asked them to fix my bill and send me proof of this and they wont. I had some work done on are gas stove and when everything was said and done we get a bill for $276.82. this was done in about February.Then we get a bill in March of $582.13. I asked them to send me proof of how my bill can go up so high in price when all we have is a gas stove. then I get a bill for 328.65 then another bill for 423.11 and now I just called again to make a payment and now my bill is $744.03 how in the heck can a bill get so high when making payments and it is summer time and we only have a gas stove. I have asked them to send me proof of this and they don't. I feel that they are doing this to allot of people and stealing money from us I want this fixed.

Desired Settlement: I'm not paying Centerpoint Energy $744.03 because I don't own that. with all the money I have sent them they owe me money and I want my bill fixed because they cant send me proof. of all these changes of how my bill keeps going up in price.

Business Response: Initial Business Response /* (1000, 12, 2015/07/28) */ ***Document Attached*** July 27, 2015 Mr. ******** ******** ************** Litchfield, MN 55355-2719 Mr. ********: This letter responds to your complaint the Better Business Bureau 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.

8/18/2015 Problems with Product/Service
7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My bill is late every month due to them moving to Houston, Texas a few years ago. My bill is always due approx. on the 17th to the 20th every month. I have been paying this bill for over 3 decades and it was always on time until they moved to Texas! They will not change my due date now and insist that I set them up to withdraw money directly from my account every month to fix the problem. All I want is the due date to remain the same every month at approx. the 20th so I can get my check to them on time again. My bill was never late for decades and now they are charging me late fees and I feel it is all because they moved out of state. My money comes at the same time every month and I cannot change that. They made the changes and will not do anything to help me except insist that I make my checking account available to them on a monthly basis?

Desired Settlement: All I want is a slightly later due date of say about the 20th to 21st each month and then they would once again always get my payment on time. They refuse to help me or adjust my payment schedule? I would think after 30+ years as a good customer and the fact that they moved to Texas they could try a little harder to help me out here?

Business Response: Initial Business Response /* (1000, 5, 2015/06/25) */ June 25, 2015 **** ******* **************** Minneapolis, MN 55416 Dear Mr. *******: This letter responds to your complaint to the Better Business Bureau (BBB) 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, Texas. I 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 month. These dates are based off when your meter is read every month during the normal meter reading cycle for your geographic location. We cannot change the meter reading date for one customer, because of the logistics involved with reading the meters of an entire area. Your 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 fees. CenterPoint Energy's records show that your monthly statements have all been mailed on time. After review of your account, I show you have only been assessed one $1.00 late fee within the last 24 months, and this fee was waived as a one-time courtesy when you contacted a CenterPoint Energy representative on June 16, 2015. In your complaint you also stated that CenterPoint Energy insisted you set up Bank Draft to correct your billing issue. This is not correct. CenterPoint 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 month. CenterPoint Energy cannot change your billing cycle because of your meter reading cycle. However, 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 month. Like I said, I mail my check the same time every month. It seems to get there on time part of the time and late by a day or 2 other times. I guess I will just get over it and continue this the same as always. I 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 2 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 always. Thanks and sorry to trouble you. Final Business Response /* (4000, 9, 2015/06/30) */ June 30, 2015 **** ******* **************** Minneapolis, MN 55416 Dear Mr. *******: This letter responds to your continued complaint to the Better Business Bureau (BBB) 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 BBB. You stated you did not understand why we could not read your meter on the same day every month. CenterPoint 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 holidays. I 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 month. If you are a day or two late, you will receive a credit generated call to remind you that a payment was recently due. To expedite the billing process, you have the option to receive an electronic copy of your bill, or pay electronically to avoid your payment being late. You 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 ************

6/15/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: SERVICE PLUS BROKE A VALVE ON OUR AC. THEN TALKED MY ELDERLY MOTHER INTO A NEW UNIT. NOW THERE ARE BILLING ISSUES WITH MONEY APPLIED IN CORRECTLY. ACCOUNT NUMBER *******-0 FIRST A TECH BROKE OUR VALVE WHEN ADDING FREON. THEN CONTINUED TO COME BACK AFTER BEING NOTIFIED IT WAS LEAKING FROM THE VALVE. PICTURES SENT SHOWING THE LEAK. CENTER POINT DENIED THE ISSUE SAYING IT WAS THE A COIL. A SIMPLE SOAP AND WATER TEST CLEARLY SHOWED LEAKAGE AT THE VALVE. THEY THEN TALKED MY SENIOR CITIZEN MOTHER INTO A NEW UNIT FOR SEVERAL THOUSAND DOLLARS. THIS ACCOUNT HAS NOT BEEN LATE IN 30 YEARS. ONE MONTH SHE WAS GOING TO BE A DAY OR TWO LATE AND CALLED IN. NO ONE TOLD HER THAT ALL MONIES WOULD BE APPLIED TO GAS AND NOT THE AC UNIT WHICH IS BILLED ON THE SAME BILL. FOR MONTHS THEY TOOK HER MONEY, APPLIED IT TO THE GAS BILL, WHICH WAS ON A BUDGET PLAN AND KEPT THE OVERAGES. DESPITE CALLING IN AGAIN AND AGAIN THERE IS NO END RESULT. CUSTOMER SERVICE DOES NOTHING TO FIX A PROBLEM THEY GENERATED. REQUESTS FOR DETAILED BILLING SHOWING WHERE THE MONEY HAS GONE CAME IN A ONE PAGE SPREAD SHEET SO SMALL IT COULD NOT BE READ. CUSTOMER SERVICE TOLD ME THAT i NEEDED TO GET GLASS'S. ALL EFFORTS TO GET THE BILL RIGHT AND BACK ON TRACK HAVE FAILED, AND NO ONE SEEMS TO KNOW WHAT TO DO OR OFFER ANY SOLUTION. NOW THEY SEND A SHUT OFF NOTICE ON A ACCOUNT WE HAVE SPENT HOURS AND HOURS TRYING TO GET SOMETHING DONE TO NO AVAIL. CALLS ASKING FOR A SUPERVISOR HAVE GONE NOT RETURNED. CENTER POINT HAS BEEN PAID FUNDS TO THE HOME SERVICE CONTRACT THAT WERE NOT APPLIED TO THAT ACCOUNT. ALL FUNDING CONTINUES TO GO TO THE GAS BILL, WITH THE CONTRACTED EQUIPMENT ACCONT GOING INTO DEFAULT. COMPLAINTS WILL BE FILED WITH THE EPA FOR THE ONGOING ADDING OF FREON TO THE OLD UNIT EVEN AFTER IT WAS CLEARLY INDICATED WITH PICTURES THAT FREON WAS LEAKING FROM THE INSERTATION VALVE. NO ONE CALLS BACK OR OFFERS ANY RESULT WHILE MY ELDERLY MOTHER HAS ANXIETY AND PANIC ATTACKS FROM ALL THE STRESS OF WHAT SHOULD BE A SIMPLE CUSTOMER SERVICE AND BILLING ISSUE THAT WOULD BE RESOLVED WITH ANY COOPERATION FROM CENTER POINT. THERE BILLING DEPARTMENT AND CUSTOMER SERVICE IS THE WORST EVER SEEN. THEY TREATED MY MOTHER OF 70 PLUS YEARS IN SUCH A WAY THAT WORDS CAN NOT BE USED TO DESCRIBE IN A PROFESSIONAL FASHION. TELLING ME TO GET GLASS'S TO READ THE FONT SENT IN OUR BILLING AUDIT REQUEST IS ABOUT THE KINDEST THING THEY HAVE SAID. REGARDLESS OF THE OUTCOME OF THE BILLING ISSUE WHICH IS SIMPLY PAY WHAT WE SAY OR WE SHUT YOU OFF....COMPLAINTS WILL BE FILED WITH EVERY GOVERMENTAL AGENCY THAT REGULATES AND OVER SEES CENTER POINT ENERGY. BILLING PRACTICES THAT ARE NOT IDENTIFIED TO THE CONSUMER AND THE APPLICATION OF FUNDS TO ONLY THE GAS BILL DESPITE BEING OVER THE BUDGETED AMOUNT HINGES ON CRIMINAL THEFT. CENTER POINT AND THERE BILLING PRACTICES AND LACK OF CUSTOMER SERVICE NEED TO BE ADDRESSED AT THE CORPORATE LEVEL. THE GAS COMPANY COLLECTS FOR HOME SERVICE CONTRACTS AND YET CAN TAKE PAYMENTS AND KEEP THEM ALL TWARDS THE GAS BILL EVEN WHEN PAID MORE THEN THE BUDGETED AMOUNT. ONE NOTICE SAYS THAT HOME SERVICE PLUS IS CANCELED, YET THE NEXT BILL IS CHARGING FOR THE SERVICE PLUS LATE FEES. OUR ONLY OPTION IS TO PAY WHAT EVER THEY WANT AND FILE A CIVIL SUIT JUST TO GET A BILL STRAIGHT. THE SENIOR CITIZENS WHO HAVE PAID THERE BILLS FOR DECADES DO NOT DESERVE NOR CAN THEY PHYSICALLY OR MENTALLY HANDLE THE ONGOING ANGUISH AND COMPLETE DISREGARD FOR CUSTOMER SERVICE.

Desired Settlement: OUR SETTLEMENT HAS BEEN THE SAME ALWAYS. FIRST WE WANTED CENTERPOINT TO FIX WHAT THEY BROKE, HOWEVER THEY DENIED TO TAKE RESPONSIBILITY FOR DAMAGING THE VALVES. THE STRESS WAS TO MUCH SO WE BOUGHT A NEW UNIT TO END THE MADNESS, WHICH HAS NOW SNOW BALLED INTO A MAJOR BILLING ISSUE WITH A SENIOR CITIZEN ON FIXED INCOME BEHIND ON HER BILL FOR THE FIRST TIME IN DECADES DUE SOLELY TO THE INEPT CUSTOMER SERVICE AND BILLING DEPARTMENT. FROM THE START THEY SHOULD HAVE FIXED THE VALVE THEY BENT WHICH PICTURES AND EMAILS WERE SENT TO THE CORPORATE OFFICE AND CUSTOMER SERVICE. IT IS A CRIMINAL OFFENSE TO INTENTIONALLY RELEASE FREON INTO THE ENVIROMENT BUT THEY DID IT AGAIN AND AGAIN AFTER BEING PUT ON NOTICE. -------------------------------------------------------------------------------- From: *********@aol.com To: ****************@aol.com Sent: 8/15/2010 3:42:36 P.M. Central Daylight Time Subj: 5 Pictures of Air Conditioner Valve That Is Leaking 8-15-2010 I have just completed the fourth visit by your techs for the same problem. The problem is the upper brass fitting pictured below has been bent by your techs which has caused a leak at the spot indicated by the tip of the pen. On each visit, the tech has been told that the fitting is leaking. Each tech states it could be this or that or one of many things. Each time I have stated "I am 100 percent certain the upper brass fitting is leaking. Today your tech arrived and I informed him this is the fourth visit for the same problem. He stated the same items each prior tech said saying it could be leaking from anywhere and we need to replace the entire unit. 3 time in a row I informed the tech I am 100 percent certain the upper fitting is leaking, as it has in the past. He refused to listen. I told the tech do not leave this property with the fitting leaking again as this is the fourth time. The tech splashed water on the fittings from a upright position. In less then 10 seconds he stated its not leaking. I again stated I am 100 percent certain it is leaking. He said its not and left. I immediately went into my mothers house, got a glass with water in it and placed the fitting under the water. The fitting is leaking from the top side and it was blowing bubbles into the water like a kid with a bubble machine. Upon closer inspection I see pictured below that in fact the fitting has been bent by your techs which has caused the leak. I have now marked with paint and taken pictures to show the senior tech. We want our money back for all the coolant and visits and a credit for the ongoing frustration. The damage to the unit be repaired, clearly caused by your techs. We also have a 60 dollar bill for coolant from another company who had to come because your were 4 days out in 90 degree weather despite the fact your tech broke our AC. This is the worst customer service ever in 40 years of working in customer service. Worse then that, by not repairing this problem Centerpoint is violating federal laws which prohibit the release of refrigerant into the ozone layer. The workmanship and lack of listening to your customer is certainly negligent and reckless which violates multiple federal laws. Please put in writing what you will do and what you will credit this account. Can you believe your techs have been trying to sell my mother a new ac unit for $5000.00 dollars telling her it needs to be replaced despite being told it is leaking at the fitting. I wonder how many units per year are sold to victims who have there units damaged by techs and shoddy workmanship. Look at the pictures and find a reasonable explanation 4 techs in a row could not see the fitting is bent. There should be a class action law suit for people hurt or killed by your companies repairs. To think you work with gas lines makes me cringe. I am one more mistake or rude comment by your staff away from contacting every government agency that regulates your activities. Above indica

Business Response: Initial Business Response /* (1000, 5, 2015/06/02) */ June 2, 2015 Mr. ******* ****** Ms. ************** *************** Monticello, MN 55362 Mr. ******: This message responds to your complaint to the Better Business Bureau of Minnesota regarding issues with your monthly invoices for natural gas, Home Service Plus, and the cost of the air conditioner purchased for your property at******************, Monticello, Minnesota 55362. Your complaint makes note of issues involving CenterPoint Energy's monthly statements, including that the account is now in arrears and that the gas service is in danger of disconnection. You also questioned how payments have been applied. To better explain the account status, I have included a Billing Statement (PDF document) which explains the last twelve month's billing and payment history. Please note that although monthly payments were regularly received prior to this statement, within the last twelve months, the account has been in arrears beginning in October 2014. Although CenterPoint Energy has invoiced the account for gas charges (for the Budget Billing Plan as mentioned in your message), the Home Service Plus (HSP) Repair Plan, and the cost of the air conditioner purchased in 2011, payments since October 2014 have not been sufficient to cover the entire cost of the monthly bills. The situation was exacerbated by lack of payment in February or March 2015. At this time, the balance owed on the account is $927.45, which is the amount of the last invoice ($986.45) less your payment of $59 received on May 26. The total amount of gas charges owed is currently $265.58, which I have extended through June 8, 2015, to avoid disconnection of the gas service and to allow time to resolve your complaint. If you wish to discuss payment arrangements for this account, or if you have further questions, please contact me directly via email or via telephone at the number below. I look forward to hearing from you. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************

5/27/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I received 13 bills from Center Point on last Friday, May 1, 2015. Some said I owed, some said don't pay I have been paying my bill every month,I am on the budget. So I don't pay attention to the amount, its always the same. Well I received 13 bills from Centerpoint last Friday , May 1, 2015. Some said I owed, some said don't pay credit balance.They were all billing date 4/28/2015, and date due 5/26/2015. I called to find out what was going on, and they said my meter wasn't working for about a year, and they just used a formula with our address in the past years, and came up with some totals. I told them thats not fair, because it was warmer this last winter then in the past and they shouldn't be able to just guess on usage. It was not my fault their meter didn't work, and now they are trying to collect for the past year. Its like going to the grocery store and they say I owe more because the price wasn't listed right, and now I owe for the past year.I don't think its fair that they can just make up a total to charge me for the past year. When I called this morning I spoke with a Nancy, she said well did you think you would get it for free, I said no, but how can you possibly determine the usage. And I had a bill every month and paid every month, I would have NO idea something was wrong.

Desired Settlement: I don't think its fair to pick an amount based on years ago. If anything it should be lower then our budget, because they really cant tell what the usage was. Last winter was warmer.So I am not looking for a free ride, but I paid something according to budget, and I don't think its fair to charge me according to the past. It should be less

Business Response: Initial Business Response /* (1000, 7, 2015/05/15) */ May 14, 2015 ***************** ****************** Brooklyn Park, MN 55444 Dear Ms. **********: This letter responds to your complaint to the Better Business Bureau (BBB) in which you stated you thought it was unfair for CenterPoint Energy to estimate your usage from an inaccurate meter. Our records indicate the meter at *************************, Brooklyn Center did not register gas usage from April 2014 until the meter was replaced on April 16, 2015. On April 28, 2015 we corrected your account in compliance with MPUC Rule 7820.3900 (Inaccurate Meters), subpart 2 (Meter fails to register or registers intermittently) which states: ". . . the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or, in the absence of such information, over similar periods of known accurate measurement preceding or subsequent thereto, but in no event shall such charge be for a period longer than one year." When calculating the usage at your home during the period mentioned above CenterPoint Energy factors in many different variables. Your usage is estimated from: previous gas consumption at your property, cost of natural gas during the estimated time period, and average weather conditions during the estimated time period. You have been paying your Budget amount every month during this time period. To alleviate the large balance from the recalculations, I have moved the balance of $409.40 to your Budget Plan's deferred balance. You will only be charged your monthly Budget amount of $54.00 on June 1, 2015. Because your current Budget amount was based off of inaccurate usage, and now your deferred balance will be larger, your monthly Budget amount may rise when it is recalculated in October 2015. I have added a spreadsheet of your account history to show you what your estimations were based from. You may contact me directly if you have any further concerns. Sincerely, ********** Customer Services CenterPoint Energy ************ ***copied and pasted from email. Initial Consumer Rebuttal /* (3000, 9, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The chart is not very accurate. Why are our costs for gas ranging from 74 cents to $1.22 per THM? Is this not a regulated utility? Or house has also since changed these last two years with kids off to college and military service. This was an active house and it no longer has people coming and going. And why after identifying and corrrecting a known problem would you send a new bill out, stating the same budget? With all the above questions and lack of oversight, I have little to no confidence in your business practice and treatment of your forced customers or the accuracy of your caculations. And I also strongly believe regardless of the out come you will jack up our prices to recover what ultimately was your company's lack of follow up on quality control. It is a disgrace to miss a core part of your business for an entire year, and then punish the customer for your mistake. Final Business Response /* (4000, 11, 2015/05/26) */ May 26, 2015 ***************** ****************** Brooklyn Park, MN 55444 Dear Ms. **********: This letter responds to your continued complaint to the Better Business Bureau (BBB) in which you stated you thought it was unfair for CenterPoint Energy to estimate your usage from an inaccurate meter. In your most recent response to the BBB you asked "Why are our costs for gas ranging from 74 cents to$1.22 per THM?" Natural gas is purchased by CenterPoint Energy, and is then provided to the customer at the same rate. CenterPoint Energy is not allowed to increase the actual cost of gas from market price. Also, as in the case with many natural resources, natural gas prices fluctuate on a daily basis, and do not remain at a single set price. You stated that your household has changed due to individuals moving out of the residence. This may have an effect on your gas consumption; however, we are unable to determine the difference in usage. I understand you do not agree with this method of estimation, but this is the process we use that is regulated by the Minnesota Public Utilities Commission (MPUC). You also raised concern about your monthly Budget amount staying the same even though your average went up after the estimations. The Budget Plan recalculates every six months, so we did not raise your monthly amount knowing it would do so automatically during its normal recalculation in October 2015. If you would like to have your monthly Budget amount increased early, CenterPoint Energy is willing to do this for you. At this time, CenterPoint Energy will not be making adjustments to the estimates on your billing, and consider this matter complete. If you would like to raise your monthly Budget amount, you can do so by contacting our call center at ************, or by contacting me directly. You may contact me directly if you have any further concerns. Sincerely, ********** Customer Services CenterPoint Energy ************

5/8/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Failure to figure out the correct billing for my account. It does not make sense to one of your employees let alone myself. This has continued for over 6 months now. I have wasted not only hours but days at this point trying to resolve it. Originally, I received a bill in the mail showing I had a credit of over $1000.00. When I called to ask about it I was told "no that was a mistake on our end we have now fixed it" I then looked at my bill and it showed I OWED you over $1000.00. I don't think so. I then requested a manger to call me. That never happened. After speaking to at least 15 different employees and told I will be called back with answers I finally called and got a helpful young man who I thought had it all figured out. Well a few months have gone by and now and I got a shut off notice saying if I did not pay it in full my gas would be shut off! I called again, nobody could explain anything to me. I requested a manger and was told I would received a call with 2-3 business days (that alone is ridiculous!) however, this time I DID get a call. Once again, I thought this was all figured out. I was told in fact that I do owe money which after going back and forth so much I just told him to set up a payment arrangement so I do not have to deal with this anymore. Once again, thought this was taken care of, payment arrangement was set up and I will just continue to pay money to you guys... Well, I was wrong. This situation is not fixed! I have made two payments of $200.0 that I agreed to, on time. I went to look at my account today and it says my account has a credit of $-1143.69...Wow! Every time I make a payment my credit gets bigger! I called Centerpoint today and the woman I spoke with could not help me. "hmmm. I am not sure, it doesn't quite make sense. It looks like you are all paid in full and shouldn't have to pay for a while" No, I am not going to accept this answer as I cannot afford my gas to be shut off as threatened before! Please figure this out ASAP. I want my account to reflect what I actually owe and what each payment should be.

Desired Settlement: Due to your incompetence and my extreme wasted time dealing with your employees that have no clue and unable to resolve my issue. I am now asking that my account be credited to make it show a 0.00 balance so we can start fresh. Because your employees cannot figure it out, you should not just pin that on a customer. I want this taken care of immediately. Wash my account clear and we will start over May 1st.

Business Response: Initial Business Response /* (1000, 5, 2015/04/28) */ April 28, 2015 Mr. ****** ***** ******************* Minneapolis, MN 55411-3643 Mr. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the balance on your account for natural gas service at ******************************** Minneapolis, Minnesota 55411. Your complaint notes that the balance on your account is incorrect and that CenterPoint Energy has been unable to explain the total balance owed in a satisfactory manner. To help explain your current balance, I have attached a document which outlines your account history (charges assessed and payments made) since October 2012. Your account has been rolled in CenterPoint Energy's Budget Billing Plan (BBP) on three occasions since October 2012. The BBP invoices the average cost of gas throughout the course of the year and is updated every six months to account for changes in gas usage, weather, and the cost of gas. The BBP is not a money saving program; although you pay less than your actual cost of gas during the heating season, the difference is made up during non-heating season months when you pay more than the actual amount of gas used each month. This amount is tracked on the left side of your bill and is known as the "deferred balance." You first enrolled in BBP in December 2012 in the amount of $107 per month. However, because your account owed $307.97 upon enrollment, $200.97 was deferred into your BBP. As you will note from the attached document, you were billed $107 per month until July 2013, when the BBP amount increased to $143 per month. Please note that CenterPoint Energy customers are de-enrolled from BBP if two month's payments are missed. You were de-enrolled from BBP in October 2013 and the deferred balance of $99.47 was applied to your account. The Billing Statement provided also shows that you enrolled in BBP again in November 2013 at $123 per month. At that time, the past due balance of $273.28 was placed into the BBP's deferred balance. When your account was de-enrolled from BBP in March 2014 due to late payments, the deferred total balance of $599.21 was applied to your current balance of $650.20, for a total of $1249.41 owed. Again, the attached Statement shows how this total accumulated in the Actual Usage and Deferred Balance columns. Finally, your account balance has been set up in an installment plan to pay off the total arrears of $1,147.69 over the next twelve months. Currently, $200 is due by May 6, 2015, as you agreed when you spoke with our Credit Department Representative on April 21, 2015. After this initial installment, your bills will be $102 for your BBP amount, and $98 for each subsequent installment. Please note that your BBP may adjust in six months. If you have any further questions, please contact me. Sincerely, ******** Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal /* (3000, 7, 2015/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This still does not explain why I have received two billing statements showing a credit of over $1,000 dollars and when I call all of a sudden the credit was a "mistake" and in-fact I do owe more money each time. This also does not resolve the issue of my time that has been extremely wasted dealing with incompetent employees. I would like something done in my favor. Thank you, **** Final Business Response /* (4000, 9, 2015/05/07) */ Ms. *****: Although you were sent invoices with incorrect amounts listed in the "Total Amount Due" column, the balance owed is still valid and collectible. The amounts listed incorrectly were due to a processing error with your Budget Billing Plan which has since been corrected. However, in light of this error, I have removed a late fee from your account, in the amount of $16.95. As a result, your current billed amount will be $183.05, due June 3, 2015. Please let me know if you have further questions. Sincerely, ******** Regulatory Liaison CenterPoint Energy Final Consumer Response /* (2000, 11, 2015/05/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/5/2015 Delivery Issues | Read Complaint Details
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Complaint: I went to make an online payment to CP Energy. They had a problem with their site since the response message that kept coming up when I pushed the submit payment button (even on the first time and I pushed it only once) was "Multiple payments within 60 seconds are not allowed. Please wait a few moments and try again"...which I did 3 times. None of the transactions showed that my payment had been accepted and kept putting forth this message with the prompt to try again...I made 3 attempts, one for $105, another for $105, and finally one for $100.90. None shown as being accepted; I finally gave up and decided to try again later. When I logged in later I saw that CP had taken all 3 payments and they had no way to cancel any of them. The cancel payments button was not even showing up. I can not afford to make more than one payment to CP Energy like that. If I kept listening to the prompt, I could have paid hundreds of dollars by mistake. They have since been contacted and been of no help. They have not even admitted to their being a website issue. I took a picture of the message that I received for proof. They told me to have my bank stop payment of these, but my bank told me that the can only stop payment of the ID code that is commonly used by CP Energy and that if they draw from my account with another ID code then the monies will be pulled from my account which they have been as of 4/14/15. I reported that to CP this morning and was now told that since they took the second trial/monies as my current payment to them that I only have 3 dollars that they can return to me...and that is only after 7 days. This is not the message they gave me yesterday and I am fed up with their lack of resolving this issue at all. IN none of my conversations would they even admit to having had any website issues yet one of the representatives that I spoke with said that she had already had a similar complaint the morning I called. I want the money back that was never intended to go to them. I wouldn't pay them 3x! Product_Or_Service: online website issues

Desired Settlement: DesiredSettlementID: Refund I want a refund of the monies ($105) that were collected when the intent was not to pay Center Point Energy 3 times. Center Point can keep the $100.90 that was due. But I want the full refund IMMEDIATELY of the $105 that was collected by mistake due to their website online billing issues which they have not taken responsibility for even yet! I would also like an apology for the treatment I have received as a customer thus far. I would also like an explanation for the technical problem they had!

Business Response: Initial Business Response /* (1000, 5, 2015/04/24) */ April 24, 2015 Ms. ****** ***** ****************** Foley, MN 56357 Ms. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding payments made to your account for service at *************************, Minneapolis, Minnesota. Your complaint states that you attempted to make an online payment for your account but due to technical issues, two payments (of $100.90 and $105) were submitted, although you had intended to make only one payment. Both payments were applied to your account on April 13, 2015. Although you noted that CenterPoint Energy "had a problem with their site," our IT team was unable to recreate the issue that you experienced, and no similar problems were reported by other customers. At the time your payments were submitted, your account balance was $202.80. Please note that CenterPoint Energy is only able to refund a credit balance from our customer's accounts, and as such, can only refund the overpayment of $3.10 on your account. Unfortunately, we are not able to remove payments made to satisfy a balance owed. CenterPoint Energy regrets any inconvenience you may have experienced as a result of this issue. Sincerely, ******* Regulatory Liaison CenterPoint Energy

3/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: unauthorized use of funds. Center Point Energy paid for numerous utility bills for a rental property from my personal bank account without permission or knowledge.The amount totaled $2,000. I've owned the rental property since 1993. I lived in the unit until 1999 and have since rented the property to numerous tenants. The property is a side by side Duplex. The address's are ****, *************************, Minneapolis 55417. Each unit has separate utilities that enter the building. Each occupant is responsible for their utility services and is metered accordingly. This is noted on the signed lease. Both units have been occupied by numerous tenants since 1999. I have never been responsible for paying tenants bills in the past, nor have I been responsible for such bills. I have been trying to resolve this issue with Center Point for about 5 months, without any resolution. Center Point Energy does however acknowledge this concern has been raised and is noted in their data base.

Desired Settlement: I desire to be refunded the $2,000 that was unknowing taken from my account to pay for someone else's use.

Business Response: Initial Business Response /* (1000, 7, 2015/03/13) */ March 13, 2015 Ms. *********** ***************** Minneapolis, MN 55417-2435 Ms. *******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding responsibility for natural gas service for your rental property at ********************, 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 *******************, 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, ******* Regulatory Liaison CenterPoint Energy ************

3/11/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: This company is taking out 2 payments for the month of February versus the one payment each month. They are trying to double charge me. Not okay. I asked to set up automated payments on the 13th of the month because I was told that was the only way my billing date could be changed. I was told that for Feb they would take out $227 on the 5th (Which they did). Now they are trying to take out $229 on Feb 13th even though I was told that the next payment was not due until March. They are trying to double charge me and when I emailed them I got the run around.

Desired Settlement: I want a credit on my account for the inconvenience, I want an apology and I want my payments taken out ONLY on the 13th of each month. I am tired of them trying to take out more than that. They say I am a valued customer but treat my like anything but one.

Business Response: Initial Business Response /* (1000, 5, 2015/02/17) */ February 17, 2015 Ms. ********** ***** ******************* Brooklyn Center, MN 55430-3719 Ms. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the due dates and payments on your account for gas service at **************************, 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, ******* Regulatory Liaison CenterPoint Energy ************ 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. *****: 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, ******* Regulatory Liaison CenterPoint Energy

3/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was told that my fireplace wasn't covered so I cancelled my service plus plan they said I still have until month end that they will come and check i My center point account number is *********. My name on the account is ************** I had call service plus to see if they can fix my fireplace which is covered in the plan. They said we can't cover that so went head and cancelled my serviceplus they said we can still come look at them and your plan is covered until end of the month 12/29/14 Then the repair person came didn't even go close the fire place said can't do anything about the leaking air and the remote you need to buy a new one from dealer. There was no estimate given no communication how much it will cost nothing. Normally they leave a card saying how much you saved and fill out the comment card for the work done there was nothing and nothing was mentioned. Next thing I see received the bill dated 2/06/2015 and charged $200 dollars. So I called on 2/11/2015 at 12:00 PM and talk to **** who was very helpful and got $100 dollars taken off but said that is all he could do which is where I am taken advantage of I feel. If I am able to get the $100 credited that would be very helpful due to no written communication or verbal communication letting me know that I would be charged $200 Not sure why they wouldn't make it right when I called and explained and not make me more upset and waste my time practically

Desired Settlement: Just need them to credit my account for the $100 I got charged feel like I have been taken advantage off with nothing being done. Your help in taking time with this matter is greatly appreciated I also want to make them aware that they need to provide exceptional service and not take advantage

Business Response: Initial Business Response /* (1000, 7, 2015/02/23) */ February 23, 2015 **** ******* ******************* Shakopee, MN 55379 ****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the charge for service to your fireplace. CenterPoint Energy records show that you called for service on your fireplace on December 29, 2014, and that you also requested to cancel your Home Service Plus Repair Plan on that same date. Our representative did not explain that you would be liable for the cost of our technician's visit to repair your fireplace. As a result, you were charged $100 for the cost of that service call. At this time, I have removed the $100 charge for the service call. Your account balance is currently $143.42 (the current month's gas charges) and is due on March 6, 2015. Please contact me if you have any further questions. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************

2/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have a Service Plus contract and the "repairs" on my dishwasher have been going since November. Incorrect and unnecessary parts have been ordered. 11/18/14 Repair Dishwasher - said we needed a new electronics board. They ordered. 12/02/14 Repair Dishwasher - electronics board installed, told it was fixed. It was not. 12/15/14 Scheduled another appointment, but we were not able to be home. 12/17/14 Repair Dishwasher - said we needed parts. Ordered yet another electronics board. Said we needed a new drain motor. 12/27/14 Repair Dishwasher - Had wrong parts, couldn't finish (didn't have gasket or correct mounting pieces). Ordered more parts. One was the wrong gasket (size of a nickel and should have been the size of a dinner plate) and a control panel which has never been talked about nor does it need replacing. We have since received the correct gasket and have another appointment on Sunday, and will hopefully have resolution. This company has ordered multiple parts that are not needed, and the repair men have blown us off by promising completion/ordering ridiculous parts and I believe it's because they don't want to 'deal' with our dishwasher. It is only a couple years old, and should not be this difficult to repair. The price quoted is what I have paid for Service Plus since we started it in September.

Desired Settlement: I want what I am paying for. I have a dishwasher because I don't want to wash my dishes by hand. And here it's been almost 3 months and everytime we schedule an appointment it's a JOKE in our house. No one believes that anything will be fixed. I can't keep taking time off work to be home during their 4-8 hour window for service.

Business Response: Initial Business Response /* (1000, 8, 2015/01/21) */ January 20, 2015 Ms. ***** ******* ********************* Fridley, MN 55432-2425 Ms. *******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the repair of your dishwasher. CenterPoint Energy records show that you enrolled in our Home Service Plus (HSP) Repair Plan in September 2014 for repair coverage (parts and labor costs) for your furnace, water heater, oven/range, clothes washer, clothes dryer, and dishwasher, for a total of $29.40 per month. As you note, you requested repairs for your dishwasher on several occasions since you first called for service on November 10, 2014. After multiple attempts to repair your appliance, our Master Technician was able to correctly identify the cause of the issues, which included a plumber repairing the incoming water line to your dishwasher, which is not covered with HSP. At this time, your appliance is functioning correctly and the repair has been completed. I would like to apologize for any inconvenience that you may have experienced due to our inability to repair your appliance in fewer visits. We look forward to serving you in the future. Sincerely, ******* Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal /* (3000, 10, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Error code no longer presents, and I felt that having the plumber come out was a very nice thing to do. Very appreciated. But every time I need to run my dishwasher, I have to go out to the garage and throw breakers to reset it and get it power. Another appointment has been scheduled. Final Business Response /* (4000, 12, 2015/02/05) */ Ms. *******: Our records show that your dishwasher repair was completed on February 3, 2015, and the appliance was functioning correctly after our technician installed the new touchpad. However, we also found that the dishwasher was connected to multiple circuits at your breaker box. Because of this issue, our technician advised you to have an electrician verify that this is safely and correctly wired. Please contact me if you have further questions regarding this issue. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************

2/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Gas was shut off (after being told it wouldn't be) for non-payment, when payments had been made and CPE credited to wrong account. On Jan. 19 a note was left on my door warning that my gas service was going to be disconnected due to non-payment. Nobody knocked or tried to reach me (I was home all day). Note was found on step late evening on Jan. 20, after CPE business hours. I contacted them on Jan. 21 to discuss the issue. After notifying them that payment indeed had been sent on Jan. 12, I was told it had not yet been received, but a note would be placed on my account and my service would NOT be disconnected until we could resolve the billing issue. Told I had until Jan. 26 to clarify the problem. I was home until 2:00 PM on Jan. 22, and nobody from CPE contacted me or came to my home while I was there, however I left for work at 2:00PM, and returned at 6:30PM to find another note on my door informing me that my service had now been disconnected due to non-payment. It was 25 degrees outside. I left my home at 72 degrees, and it was already down to 65. I have three children under the age of 4, and they were already getting cold. I tried to contact the main phone number for CenterPoint, and was told they had closed at 6 PM, and that I would have to call them the following morning to resolve the situation. I explained the details from my phone conversation on Jan. 21, and was repeatedly told nothing could be done until the next day. I informed them about my cold children, and questioned them about the MN Cold Weather Rule, and was told the cold weather rule did not apply in this situation, and that if I didn't want my kids to be cold, I should have paid my bill on time. Again was told that nothing could be done until the following day. I then asked for a supervisor and demanded that my gas service be re-connected, per the telephone agreement on Jan. 21. I was put on hold. When the rep came back, I was told that I could not speak with a supervisor, but the supervisor (I believe it was Sandra) would authorize an after hours service to re-connect my gas if I immediately paid them the outstanding $107.55 over the phone...they did not care that my bank account had already been deducted the payment amount on Jan. 13, and insisted they never received payment. In fact, it was at this point that they informed me that I had made no payments since October 2014. I informed them that according to my bank records, payment had been made every month in question, but they insisted it had not. So, after much debate and arguing, I agreed to pay the bill (for a second time) over the phone using my bank card. I was charged the $107.55, plus approximately $30 in re-connection fees. I was promptly disconnected from their phone service (after being told I would be brought right back to the person I had been dealing with). After another 40 minutes of trying to get someone on the phone (which was almost impossible since it was nearly 7:30 PM), I was finally able to reach someone, who once again insisted my service could not be restored until the following day, regardless of any payment being made as they only handle emergencies after regular business hours. In fact, this rep insisted they still had not received any payment, even after I gave them the transaction number I had just received over the phone. They finally tracked down my telephone payment, and agreed to send someone out. Tech arrived at 8:30 to turn everything back on. I then called the main line during regular business hours on Jan. 23 to discuss the problem. No apology was made for the disconnection after being told it would not be done, and they were unwilling to reverse reconnect fees. I questioned their billing, as I had proof that my bank had been deducted for payments to them during the months in question. Eventually, it was found that CPE applying payments to my old account for an address that I have not lived at since May 2014. The said they mailed me a refund on Jan 20. No explanation why they didn't apply funds correctly or notify me of a problem. No apology given

Desired Settlement: Would like a personalized apology for their unwillingness to work with me to reconnect my service after it was wrongfully disconnected. Service was VERY rude and unprofessional. They made me a promise to not turn my service off until we could resolve the situation, and went ahead and did it anyway. I want the $30+ re-connection fee refunded, and an explanation for why my payments were not being applied correctly. I double checked with my bank and their payment system, and the correct account number has been in place since day 1, yet they were not applying payment correctly. I do not know if non-payment issues are reported to credit agencies or not, but if they have been reported against me, I want all reports reversed so my credit is not negatively impacted.

Business Response: Initial Business Response /* (1000, 5, 2015/02/02) */ February 2, 2015 Mr. ****** ***** **************** Albertville, MN 55301-3994 Mr. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the disconnection of your natural gas service at your property at ***************************, Albertville, Minnesota. CenterPoint Energy records show that you contacted our office on January 21, 2015, to state that you had mailed a payment for the balance owed on your account. However, because our representative failed to note that your account was past due, your gas service was disconnected on January 22. And, as you note, although you had submitted monthly payments, they had been applied to your previous account at **************, Albertville, Minnesota, which was not discovered until after your gas service had been disconnected. Although your payments were made to your previous account (which is now closed), they have since been refunded to you. Please note that a new account was created for your account at your current address, which includes a new account number (********-7). Please reference this account number so that you are credited properly for future payments. As a goodwill gesture, I have removed the reconnection fee of $28 from your account. I would also like to apologize for any inconvenience you may have experienced as a result of our error. Please contact me if you have any further questions regarding this issue. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************

1/28/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: On September 19th 2014 I sold my home at *************** Centerpoint has failed to remove my personal information and continues to bill for the premis On September 19th 2014 I sold my home at *************** Centerpoint Energy has failed to remove my personal information and continues to bill for the premises despite my countless attempts via email, phone and in person conversations with representatives. They continue to request information from me about the new residents at the home stating that without the new home owner information they can not remove me from the account and that I am still liable for the service since it's "in my name." I have continued to refer them to public information regarding the sale of the home and also that I canceled service on September 19th 2014 and spoke to representative in person at the home on that day during shutoff. I'm baffled by the continuous excuses that Centerpoint Energy has made regarding limitations of their systems and an inability to remove me from the account. I'm sure that it's well within my legal right to be removed from the account since selling the home and no longer residing in the premises. At this time I'm only seeking to be removed from the account - including removal of all personal identification information (ie. social security number) etc.

Desired Settlement: Removal of personal information and written verification of cancellation account as of September 19th 2014.

Business Response: Initial Business Response /* (1000, 5, 2015/01/27) */ January 27, 2015 Mr. ***** ********* **************** Eagan, MN 55121 Mr. *********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the dates that you were responsible for gas service at **************, Bloomington, Minnesota. Your complaint notes that you sold your home in September 2014, but that CenterPoint Energy did not close your account as you had requested. Upon a review of CenterPoint Energy records, I found that you had requested a service order to disconnect the gas service at your property, but that our technician did not complete this order. Instead, it was noted that the new owners would call to establish service, which did not happen. As a result, you continued to be billed for gas usage. At this time, I have made corrections to your account so that you have only been billed for gas service through September 19, 2014. And, as you requested, I have removed your Social Security Number from our records. 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, ******* Regulatory Liaison CenterPoint Energy ************

1/26/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My husband passed, purchased a home giving them my life insurance. I was evicted from the home on Nov 20 you refuse to return the billing to owner My husband passed and purchased a home; owner took husbands life insurance evicted me from home Nov 20 2014 and your staff refused to satisfy the billing that I was no longer in the home and billing needs to go to the owner ****************** who now seems to refuse to pay when she evicted me and took the home. I moved into a rental effective 12/01/14 and I refuse to have a double billing.

Desired Settlement: Please satisfy the billing by returning the billing to the person who needs to pay her own bill

Business Response: Initial Business Response /* (1000, 5, 2015/01/13) */ January 13, 2015 Ms. ******* ********** ****************** Saint Michael, MN 55376-4543 Ms. **********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the dates you were billed for gas service at *********************, Buffalo, Minnesota 55313. Your complaint states that you moved from your former property as of November 20, 2014, but that you continued to be billed for gas service until December 15, 2014. To resolve this issue, I have confirmed that you should no longer have been responsible after November 20. You will receive a corrected final bill for gas service through November 20, 2014, and will not be billed for gas used after that date. I would like to apologize for any inconvenience caused by this issue. Please contact me if you have any further questions or concerns. Sincerely, ******** Regulatory Liaison CenterPoint Energy ************

1/19/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: CenterPointEnergy sent a serviceman out to my house and shut the gas off. I am without heat or the use of my gas furnace. On 07/28/2014 CenterPoint Energy locked their gas meter due to non-payment. After supposedly documenting gas usage after this lock, a technician re-locked the meter on 11/25/14. On 12/12/14 A Technician supposedly could not access the area because of a dog in the yard (No dog lives at ****************, nor ever has. No dogs use the yard at **************** either, and there is also no fence in the front yard to suggest the presence of any dog or dogs). I'm being threatened with a $740 reconnection fee, in addition to the $400+ I still owe them, if I don't call and settle my bill immediately. CenterPoint claims that they are going to have to dig up the front yard so they can 'examine' the gas line, which I am informed, will be a cost added onto my bill . The gas has been shut off since Tuesday. It is now Thursday. I received no personal notice about the disconnection. I share this residence with my Sister and her Children. Mail has a way of getting mixed up. I have been experiencing home foreclosure, on this house I've owned for 12 years, for the first time this year due to a work reduction. I was holding out hope that my heat would stay on regardless of not being able to pay right now. I wasn't aware that they could come by unannounced and shut my heat off. We are sleeping on couches by the oven. I'm so frustrated that I can barely bring myself to speak to CenterPoint, but when I do, I'm told that they have every right to shut my heat off, and that I should've paid my bill on time. I've never been late on a payment in the 12 years leading up to this year. I would gladly try to do what I can to pay what I can for now, but I'm afraid of having future problems with their service. I've called other gas providers, but I've learned that unfortunately CenterPoint Energy is the only option for this house. I appreciate you taking the time to read this letter, and hope you have a nice day. Mr. *****************

Desired Settlement: I don't want to pay the $740 fine I'm being threatened with for supposedly tampering with their old rusty meter. I also want no part in paying for them to dig up the old gas line in the yard, only to find it was a waste of their time and my money. And I would like something in writing promising My Housemates and Myself, that they won't come by and shut off our heat in the middle of A Minnesota Winter like that again. I'm not even going to ask for an apology because I was truly in the wrong being so late on the payments. Thank you again for your patience and consideration. Mr. *****************

Business Response: Initial Business Response /* (1000, 5, 2014/12/31) */ December 30, 2014 ****** ******* ************** Brooklyn Park, MN 55428 Dear Mr. *******: This letter responds to your complaint to the Better Business Bureau (BBB) regarding interruption of your natural gas service. Your gas service was disconnected on July 28, 2014 for non-payment. CenterPoint Energy found there to be gas usage on your meter which was supposed to be locked, and because of this, CenterPoint Energy again locked your meter on November 25, 2014. You stated in your complaint that you do not want to be "fined" $740.00 for tampering with CenterPoint Energy's meter, but you were only charged a total of $200.00 for tampering fees. After your meter was locked on November 25, 2014, CenterPoint Energy again found there to be gas usage on your meter, although no CenterPoint Energy technician had unlocked the meter. On December 16, 2014 a CenterPoint Energy technician went to your home, confirmed the meter was unlocked again by someone other than CenterPoint Energy, and relocked the meter. Two $100.00 tampering fees were added to your account for these incidents. CenterPoint Energy reconnected your gas service on 12/19/2014 after you contacted our call center and established a payment plan for your past due gas charges. The $200.00 in tampering fees have been added to this payment plan, which has changed the amount of your payment arrangements. Your next instalment will be for $208.47 due on or before January 16, 2015. Your following instalments will be $208.47 plus your gas usage during the billing cycle of that month. If you are unable to pay this, you may contact CenterPoint Energy to establish different arrangements. In your complaint you also stated, "If I don't call and settle my bill immediately. CenterPoint claims that they are going to have to dig up the front yard so they can 'examine' the gas line, which I am informed, will be a cost added onto my bill." This is not accurate. A CenterPoint Energy representative explained that for safety reasons, any future tampering of the gas meter at your property may result in manual disconnection of your service at the gas service line underground. The cost of this disconnection, $740.00, could be passed on to you. You also stated CenterPoint Energy did not notify you of the subsequent disconnections that followed your original interruption of service for non-payment. CenterPoint Energy does not need to inform you of disconnection of a meter when there is unauthorized use or tampering per Minnesota Administrative Rule 7820.1100 (Permissible Service Disconnection Without Notice), which states: Without notice a utility may disconnect service to any customer for any reason stated below: A.in the event of an unauthorized use of or tampering with the utility's equipment; or B.in the event of a condition determined to be hazardous to the customer, to other customers of the utility, to the utility's equipment, or to the public. Even though CenterPoint Energy does not need to inform you of disconnection under this rule, there were attempts to contact you prior to all disconnections. You requested that CenterPoint Energy provide you with written documentation that your gas services will not be disconnected again during the cold weather season. Although your current payment plan protects your gas service as long as the payment plan is in place, if your payment plan is broken, you could receive a disconnection notice and subsequently be subject to disconnection if that notice expires. In summary, I have updated your payment plan to include your tampering fees, and there will be no $740.00 reconnection fee as long as no further tampering of CenterPoint Energy's equipment occurs at your property. If you have further questions, please feel free to contact me directly. Sincerely, ********** Customer Services CenterPoint Energy ************

1/19/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I called and confirmed we had home service plus the 17th, now it is the 22nd and they are saying we do not have it. We need a repair. On 12/17 we called with issues of our appliance and was told we had home service plus but it was an emergency issue. Now today the 22nd I called and they say for years we have not had HSP and they will come visit for a fee. I said at the very least we should have coverage retrodated to last Wednesday when I called to confirm our coverage. They refused. So now we can't get our appliance fixed with a professional.

Desired Settlement: I want my HSP retrodated to 12/17/14.

Business Response: Initial Business Response /* (1000, 7, 2015/01/06) */ January 5, 2015 Mr. ***** ********* ****************** Andover, MN 55304-8478 Mr. *********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the reinstatement of your Home Service Plus (HSP) Repair Plan contract. CenterPoint Energy records show that your HSP contract, which covered the cost of repairs for your furnace, water heater, stove, clothes dryer, and air conditioner, was cancelled due to non-payment in October 2013. In February 2014, the past due balance of $119.75 in HSP arrears was sent to a collection agency. Currently, $33.37 of that balance remains outstanding. On December 17, 2014, you called CenterPoint Energy to report that your gas appliances were not working and that there was a lock on your gas meter. However, when our technician arrived onsite, it was found that the gas meter at your property was not locked and that your appliances were functioning properly. You then called CenterPoint Energy again on December 22, 2014 to inquire about HSP coverage. Our representative informed you that the contract was cancelled in 2013 but agreed to reinstate the coverage. You were also informed that the service call you requested for your furnace would qualify as a pre-existing condition, and that the service call would be charged at our Time and Materials rate. However, our representative should not have reinstated an HSP contract on your account, as you not only owe $33.37 for your previous HSP contract, but $1,695.77 in arrears for the air conditioner you purchased from HSP in June 2010. This policy is outlined in the HSP Terms & Conditions, section 10, which states: "If payments are missed or late, CenterPoint Energy may demand immediate payment of the entire amount you owe or immediate payment of the cost of all service provided to you less any payments made by you to CenterPoint Energy." Because your account owes a total of $1,729.14 in HSP merchandise and HSP contract arrears, I have canceled the HSP contract that was setup on December 22. You have not been charged for this contract. Please contact me if you have further questions regarding this issue. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************

1/8/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My Account number is *******-3 and Our bill went from $55.89 to $154.38 for the billing period between 11/07/2014 and 12/10/2014. My Account number is *******-3 and Our bill has increased from $55.89 to $154.38 for the billing period between 11/07/2014 and 12/10/2014. Center Point Energy has fixed the gas meter of our property @ ****************** Minneapolis, MN 55419, and they have indicated that our gas meter was not working at all. Hence the charge of $154.38 and usage is inaccurate and there is no evidence of this high usage. What I would like CenterPoint Energy is to cut our bill in half which will be $77.19 and I will accept this as compromise.

Desired Settlement: Please decrease the bill of $154.38 to $77.19 due to the fact that reading estimate of the gas usage is inaccurate since gas meter was not working. Account number is *******-3.

Business Response: Initial Business Response /* (1000, 5, 2014/12/29) */ December 29, 2014 Mr. ******** ****** ***************** Minneapolis, MN 55419-1547 Mr. ******: This letter responds to your complaint to the Better Business Bureau of Minnesota (BBB) regarding the gas consumption at your property, ************************* Minneapolis, from November to December 2014. In your complaint, you dispute the $154.38 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 4. The ERT device is the component that transmits (via radio waves) the gas meter's reading each month. The ERT on the gas meter at your property was replaced with a new ERT module as part of regular maintenance. Please note that the ERT is separate from your meter's index, which is the numerical display that counts the gas which passes through the meter. There 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 7 with a reading of 5510. When the ERT was replaced on December 4, our technician recorded a meter reading of 5646. 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 5701. As is the case with many CenterPoint Energy customers, your gas usage will increase as outdoor temperatures decrease. Please note that your current gas usage is comparable to the historical usage for your property during previous winters. If 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 property. At this time, your property uses an average amount of $79 of natural gas per month. Please 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 ************

12/8/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I am a new customer I was told to pay my deposit at Walmart before 7 pm by the center point rep I did that The next day they wanted more money I am a new customer trying to get my service on I was told to pay a 70 dollar deposit before 7pm and my service would be on the next day when I called about my service time I was told I had not payed my deposit in time I have a time stamped receipt and center point said I had to pay 40 dollars extra or I would have to wait 3 days for service unless I payed more money I have no hot water and cannot cook food for my kids

Desired Settlement: Money back

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ This is in response to BBB Case# 57294069 submitted by Ms. ********* ******* regarding the premise at ************************* Converse, TX 78109-9700. We were able to determine that Ms. ******* requested new service at the above premise on 11/20/14. She was advised that a security deposit of $70.00 was required after performing a soft credit check and that the $70.00 deposit must be reported before 7:00 PM to a customer service representative with her receipt number and the $40.00 service initiation fee would be billed. Although, the customer has a stamped receipt from the authorized payment agency that the deposit was paid, please be advised that the customer is required to call us back and report the receipt number to a customer service representative before 7:00 PM. Resultantly the Move-In order was cancelled as the deposit was not reported to CenterPoint Energy by the specified time. Subsequently, Ms. ******* contacted CenterPoint Energy on 11/21/14, and spoke to a supervisor and the cancellation of the initial Move-In order was explained to Ms. ******* in detail. She was advised the deposit was required to be reported to a customer service representative on 11/20/14, before 7:00 PM. The customer requested the Move- in order for 11/21/14, and accepted the same day service fee. The supervisor agreed to bill the same day service fee in the amount of $47.70 in order for the customer to obtain same day service and the $40.00 service initiation fee was billed as well. The Move-in order was completed on 11/21/14. Based on our findings as well as the recorded call that we were able to retrieve, we confirmed that Ms. ******* was advised by the customer service representative on 11/20/14, that the $70.00 deposit must be reported before 7:00 PM on 11/20/14 to a customer service representative along with her receipt number. We were successful in speaking with Ms. ******* on today and the above was explained in detail. We regret we will be unable to honor Ms. *******'s request to waive the same day service fee in the amount of $47.70 as the customer was instructed by the customer service representative on 11/20/14, that the $70.00 deposit must be reported before 7:00 PM on 11/20/14 to a customer service representative along with her receipt number. We thank Ms. ******* for allowing us the opportunity to research her concerns. We value Ms. ******* as our customer and we look forward to serving her better in the future. Respectfully, *************** CenterPoint Energy

12/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: In July I overpaid my gas bill. On 7/19/14 I contacted CP and they said they would send me a check for the $166. I still haven't received the check. In July I overpaid my gas bill. On 7/19/14 I contacted Center Point and they said they would send me a check for the $166. I still haven't received the check. I have called and emailed Center Point several times. Once I was told the check was sent to me via UPS but it was returned. I checked with the UPS driver at my apartment and he said he never received a package. I've also been told at least 4 times from their customer service department representative that my check was in the mail. It's never arrived and I've verified the address information. It's been almost 15 weeks since I requested the refund. I've asked to speak with a supervisor at Center Point, but they will not respond with the information. My account number with CenterPoint is: *******-1 .

Desired Settlement: I would like my refund expedited.

Business Response: Initial Business Response /* (1000, 5, 2014/11/04) */ November 4, 2014 Ms. **** ******* ******************************* Plymouth, Minnesota 55442-2664 Ms. *******: This letter responds to your complaint to the Better Business Bureau of Minnesota regarding the refund of payments you submitted in July 2014. CenterPoint Energy records show that you inadvertently overpaid your bill by $166 on July 8, 2014. You then contacted us on July 22 and requested that the overpayment be refunded, which was processed as two refund checks (in the amounts of $82.91 and $83) were mailed to you on July 25. However, the checks were returned to CenterPoint Energy by the United States Postal Service (USPS) on August 5, who noted that the mailing address (************************, Plymouth, MN 55442) was incorrect. The refund checks were then re-issued on August 18 (at your request), but were not cashed, and were then voided on September 19 so that they could again be re-issued, as you had still not received the checks. These checks were sent again and returned on October 17 by USPS as undeliverable. At this time, your refund checks have again been mailed to your address as of October 30. The address they were mailed to was: ************* ************************ Plymouth, MN 55442-2664 CenterPoint Energy has attempted to refund your overpayment four times. I would like to confirm that the above address is correct. Also, if you wish, I will update your CenterPoint Energy account to reflect your name change. I would like to apologize for any inconvenience you may have experienced as a result of this issue. Please contact me if you have any further questions regarding this issue. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (3000, 7, 2014/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear *****, Thank you for responding to my complaint. I have checked with my landlord and my postal carrier and they have not seen the refund checks/mail you indicate have been sent multiple times. I also had my landlord check with the tenant in my old apartment (I transferred to a different apartment within the same complex last February), and they also have have not received these checks. You indicate in your response that the checks were most recently sent again on 10/30/14. As of 11/8/14 these checks have not arrived to my residence. Are you able to expedite my checks and/or send them via a traceable method? There really seems no logical explanation to how if the checks have been mailed as you've indicated - and the address is correct - that no one on my property (me, USPS mail carrier or landlord) has seen them. Sincerely, ******************* Final Business Response /* (4000, 10, 2014/11/20) */ Ms. **************: I see that you have corresponded with our Online Customer Service group yesterday regarding this issue. I would like to outline the steps taken to rectify this payment issue. First, your account has been updated to reflect your full last name: *******************. As such, the refund check will be made out to your full name, which will also display on the envelope used for mailing. Second, we have cancelled the checks that were last issued, and will send new refund checks with your updated name as soon as possible. Typically, we have a 30 day policy before checks can be reissued. However, given the circumstances and continued difficulty you have experienced, we will expedite the processing of your refund. It will be issued next week no later than November 26, 2014. Finally, I understand that the mailbox at your property has been updated with your full name. I am hopeful that this will resolve any issues the postal office may have had in delivering your checks. I would like to apologize again for the delays in delivering your payment. Please contact me if you have any further questions regarding this issue. Sincerely, ******* Customer Services CenterPoint Energy

12/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: No ability to get service connected in winter. We were scheduled to close on our new home November 10th, 2014. All utility companies came and went easily to install their services except Centerpoint. Centerpoint refused to commit to an install date and finally under pressure from our builder, sent a letter that generically committed to sometimes after November 10th. The city inspector obviously will not sign a certificate of occupancy and indicated this is a very common occurrence for them as they are unreasonably slow. So slow in fact that its costing us financially. Repeated attempts to contact Centerpoint to press the need for gas in a home which could have freezing pipes and cannot have space heaters all over do no good. We are now left hanging, having zero clue as to when we can even close on our new house all while paying for temporary housing which financially is unplanned and unwarranted. Having a monopoly on service is no reason to create an unreasonable wait time to connect a simple gas meter to a house. If the ground freezes we'll be in even worse shape.

Desired Settlement: I would like them to take the small amount of time required to simply connect our gas meter without any more delay and non committal.

Business Response: Initial Business Response /* (1000, 5, 2014/11/20) */ November 20, 2014 Mr. *** ******* DA ****************** *************** Savage, MN 55378-3213 Mr. *******: This letter responds to your complaint to the Better Business Bureau of Minnesota (BBB) regarding the installation of new gas service at **********************, Minneapolis, Minnesota 55406. CenterPoint Energy records show that the application for new gas service for the above property was received on October 6, 2014, and that payment for the installation was received on October 8. Typically, new service installations are completed within six to eight weeks from the time that the application (and payment) was received. Because service was installed at the property this week, we were still within the promised timeline for service installation. I would like to apologize for any inconvenience that you may have experienced as a result of this issue. However, because service has now been installed, CenterPoint Energy considers this matter resolved. Please contact me if you have any further questions regarding this issue. Sincerely, ******** Regulatory Liaison CenterPoint Energy ************

12/1/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I received an email stating my bill was due 10/27. My service was disconnected 10/22. I was charged $20 incorrectly and requested refund. I receive email correspondence from Centerpoint in regards to billing. On 10/10 I received an email stating my bill was due on 10/27 in the amount of $55.71. On 10/22 a note was placed on my door stating my service was disconnected. I immediately called and was told I would need to pay $85 deposit and $40 to reconnect. I paid the balance and asked for a supervisor. After 3 days and 2 supervisors I was told there was nothing that could be done and I was stuck paying a reconnect fee. I spoke with at least 8 people on recorded lines that assured me the only fees on my account were the $85 deposit and $40 reconnect. The last supervisor stated I was to pay another $20 on top of the previous fees. I told him I asked every other representative and they stated there was no such fee. He told me that was too bad and I had to pay it. I read the terms and conditions from my statement that said I would be charged a fee OR my service would be disconnected. No where did it say I would be subject to both. He ignored the statement and told me there was nothing he was willing, not able, to do. I have reached out via email and phone to no avail on this matter. At one point there was even a reconnection fee charged to my account and I never connected the service back.

Desired Settlement: I am being forced to pay the $20 erroneous charge and also a fee for using a credit card to protect myself against poor and fraudulent business practices. I would like the $20 charge in error and the $2.75 fee for using the credit card to pay.

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ This is in response to BBB Case #******** submitted by ********* ******** regarding the premise at ************************ Katy, TX 77450 On behalf of CenterPoint Energy we would like to extend an immediate apology to Ms. ******** in regards to her customer service experience as she felt that she did not receive the highest quality of customer service that we strive for and are accustomed to providing. After a thorough review of our records we were able to determine that on 10/10/14, an invoice was mailed for $55.71. This includes a disconnect notice for $37.14 with a final payment date of 10/20/14, plus the current bill $18.57 due 10/27/14. Regrettably, the account remained unpaid and service was disconnected for non-payment on 10/22/14. An eligible reconnection offer was made and accepted by the customer on 10/22/14 in the amount of $182.14. This amount includes the past due amount of $37.14, a $20.00 collection fee, a $40.00 reconnection fee and a $85.00 deposit. On 10/24/14, Ms. ******** requested to speak with a supervisor. The supervisor explained the disconnection and reconnection process as well as the collection and reconnection fees in detail. In addition, the process to get the account transferred into another parties name was also discussed. On this same day Ms. Liz ********'s account was forced out by a new party. The supervisor agreed to waive the $40.00 reconnect fee and it was reversed on this same day. The customer was advised that the collection fee was warranted and did apply. Additionally, we have attached the disconnect notice for your review: The disconnect notice states as follows: IMPORTANT NOTICE - TEXAS CUSTOMERS The bill for your natural gas service is seriously past due. Please note that your regular bill also serves as a "Disconnect Notice" and should receive your immediate attention. If your payment is not received in our office by the specified date for the past due balance, a collection charge may be made or your service may be disconnected without further notice. If service is disconnected, you must pay your bill in full in addition to a reconnect charge. Your deposit requirement will be re-evaluated and may be increased if necessary to cover payment for future service. A final bill was mailed on 10/28/14, for $77.26 due 11/12/14. This includes the a reconnection fee of $40.00, a $20.00 collection fee and a final bill for $17.26. The $40.00 reconnection fee was reversed, therefore leaving a remaining balance of $37.26. On 11/10/14, payment was received for $37.26. We were unsuccessful in our attempts to contact Ms. ********, however a voicemail message was left with our contact information. In addition, we would like to provide clarification, that CenterPoint Energy does not accept or process payments from customer's by phone. While CenterPoint Energy offers, many alternative options, mail in, sign up for automatic bank draft, pay over the phone via the IVR and make a One Time Payment for free with your checking or savings account or through ***********, as well as make payment at an authorized payment location such as HEB, Kroger, etc and on-line; you can pay through *********** online and through your online account (MAO) or a One Time Payment for free. By no means is a customer obligated to pay via ***********, a third party vendor, it is an option and the customer may decline or accept making payments via the third party vendor as there is a convenience fee of $2.95 that *********** charges for processing the payment. We thank Ms. ******** for allowing us the opportunity to research this issue. We sincerely apologize for any inconvenience Ms. ******** may have encountered as a result of this matter. Unfortunately, the collection fee is warranted and CenterPoint Energy is unable to honor Ms. ********'s request to waive the fee. Respectfully, **************** CenterPoint Energy. Initial Consumer Rebuttal /* (3000, 7, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to respond to the recent communication from Centerpoint. First an invoice was never mailed out. I receive electronic communication from Centerpoint. The email I received on 10/10 stated I had a bill due on 10/27 in the amount of $55.71. There was no mention as to an unpaid balance or a disconnection notice.When a note appeared at the residence I called immediately asking why there was a shut off notice for service on my door when the communnication I received stated 10/27 due date. I was told that was for the current bill and there were in fact 2 different due dates.I promptly paid the bill while I was on the phone and tried to come to a resolution. After payment was made I was told I still had a balance to pay even though it was not reflected on my account online. I was told service could not be reconnected without payment, which left me in a position to not be able to turn my service back on since there is not a way to pay a $0 balance. I never accepted a reconnection offer at any time. I requested to speak to a supervisor who said in so many words "if I don't pay my bills that's not their problem and they will not credit anything off my bill for a mistake". I then asked to speak with her manager. I was told I would receive a call back within 24-48 hours. I provided my current phone number ************. At no time was there mention of a $20 reconnect fee at this point, siply the $85 deposit and the $40 reconnect fee. On 10/23 I called back at approximately 5:50 pm asking to please speak with a manager that I was never called and the matter was urgent. At this point the elderly resident in the home was without service for 2 days on one of the coldest nights in months with no gas for cooking, heat, and hot water. I again provided my current number of ************ for the call back. On 10/24 I called yet again on 10/24 to get all the options available since no one would call me back. The lady I spoke with told me I would have to pay $40 for reconnect, $85 for a deposit, and if I called her back within a few minutes she could have someone out there that evening to turn the gas on. I confirmed 3 times if the only fees on my account were the $40 reconnect and the $85 deposit and I was told yes. I then asked if the current tenant called to put the service in their name what fees would be associated with this option. I was told I would pay the final balance for usage and the tenant would pay a $40 connect charge and a deposit which is based on credit. I hung up the phone discussed my options with the tenant and had the tenant call back with a decision. The tenant called back to start service in her name and have the technician come out that night to avoid waiting until Monday, a total of 6 days from the initial call. She was told that was not an option and who ever told her that was wrong. The cut off for that option was hours before the call, which occured 5 minutes prior to her call. I then called back to speak to another supervisor to address the incorrect information I received. I gave my number again to have a supervisor call me back. I received a call around 7pm addressing my concerns. It was at this time after numerous conversations I was told about a $20 reconnect fee. I told him I confirmed numerous times with the other agents and not one of them discussed this fee. His response was "I didn't ask the right questions". I would assume asking for any and all fees associated would include this particular fee. He then told me it is on the bill, which again is emailed to me, not mailed. I read the statement to him which discusses the fee. It states.. "If your payment is not received in our office by the specified date for the past due balance, a collection charge may be made or your service may be disconnected without further notice." I emphasized the fact that the statement reads "or" not "and", which I was subject to both a collection charge and a disconnection. He ignored my response and said he would not reverse any charges. As you can see I made numerous attempts to rectify the situation. I was given different answers by numerous employees on the same topic. I also don't believe that my treatment in this situation was warranted. Final Business Response /* (4000, 9, 2014/11/26) */ This is in response to case # ********. We thank Ms. ******** for allowing us another opportunity to respond. We would like to provide clarification in that Ms. ******** was correct that her invoices were being sent electronically. The invoice dated 10/10/14, that was sent electronically to the customer as well as mailed to the service address. Please be advised that when a customer is registered in Online Billing their invoices are sent electronically and the only invoice that is mailed is the disconnect notice. In which our records indicate the invoice dated 10/10/14, was sent electronically to the customer as well as mailed on this date. We have attached a copy of the invoice that was sent electronically as well as mailed and it can be viewed online under Billing & View Payment History. The invoice was for a total of $55.71.This included a disconnect notice for the past due amount of $37.41 with a final payment date of 10/20/14, plus the current bill in the amount of $18.57 due 10/27/14. The invoice is pink in color and in bold white letters stated DISCONNECT NOTICE as well as stated as follows: IMPORTANT NOTICE - TEXAS CUSTOMERS: The bill for your natural gas service is seriously past due. Please note that your regular bill also serves as a "Disconnect Notice" and should receive your immediate attention. If your payment is not received in our office by the specified date for the past due balance, a collection charge may be made or your service may be disconnected without further notice. If your service is disconnected, you must pay your bill in full in addition to a reconnect charge. Your deposit requirement will be re-evaluated and may be increased if necessary to cover payment for future service. Please notice the attached invoice for your review. Unfortunately, we will be unable to refund the $20.00 Collection Fee. The fee is valid because on 10/20/14, due to no payment received. The Past Due notice was mailed on 10/10/14. It clearly stated that a payment in the amount of $37.14 was due on or before 10/20/14, in order to avoid the service being disconnected. This fee was applied to the account because our technician had to travel to the premise to actually disconnect the service on 10/24/14. Therefore, the collection fee of $20.00 is warranted and was applied to the customers natural gas account. This fee was not erroneously billed to the customer. As a regulated company we are required to list all charges and the collection fee of $20.00 was billed on the final invoice dated 10/28/14. We sincerely regret any inconvenience that Ms. ******** may have encountered as a result of this matter. We thank Ms. ******** for allowing us the opportunity to respond and for making her concerns known to us. Respectfully, **************** CenterPoint Energy

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3 month delay on new service I first contacted Centerpoint Energy in July of 2014 to set up a natural gas line to my new home. I was told that first I would need to fill out paperwork that would be mailed to me. The paperwork took over a week to arrive, and required information that I did not have. I contacted another Centerpoint Energy department to install a new natural gas furnace. It took another week to meet with him. That representative was able to assist me with the paperwork. It was August 4th before Centerpoint Energy received the paperwork. I was told that the gas line and meter would be ran in 4-6 weeks. After 4 weeks I had not heard anything at all, so I called. The representative first stated that my application was 60 deep and hadn't been looked at yet. THEN he stated that I had missed checking a single box so that my application wouldn't be processed until I had made the current phone call. He then stated that he would process the application the same day, but that they were busy and I would have to wait another 6-8 weeks while they receive permits from the City of Brainerd. At this point the furnace people were calling me weekly wanting to know when the gas was coming so that they could do the install. I also noticed that our current heating source, fuel oil, was just about out. I made 4-5 other calls during the month of October trying to get an install date. I heard several excuses ranging from "we don't have that information" to "that is up to the sub-contractor". During every phone call I stated that our fuel oil supply was dangerously low. I even asked where I could purchase more fuel oil, but nobody could/would help me. I did find out that the City of Brainerd issued the permit on September 22nd. A Centerpoint Energy site inspector finally made it to my home on October 23rd. I was shocked and upset to find out that he had not received his work order until October 21st. So why did it take Centerpoint Energy over a month from receiving the permits to make it to my house? The site inspector stated that the workers were behind, but would be out in 2 weeks. I again told him that we were dangerously low on fuel oil, only having a couple inches left. He said that he would put in an order for expidition so that we could get the gas line drilled the following week. When the gas line was not drilled by October 31st, I called again the following week. The representative actually sounded sympathetic this time, and said that we were slated to be drilled by the end of the current week (November 7th). I went to work on Novemeber 7th, and found a voicemail on my cell phone during my break. The call was from Centerpoint Energy, stating that they would not be able to drill the line that week, but definitely by the end of the following week. I was enraged, as the furnace install is scheduled for November 12th. I took the day off of work for the install. I immediately called back (4:30 pm) but received an answering machine. I left a message stating that my furnace was coming on Wednesday, and that at this point I expected to be placed first on their list, since I have now been waiting 90 days. I also demanded that I be called first thing Monday morning if they were going to try to say they couldn't do it. As of 8:30 am Monday the 10th, I have not received notification or a gas line. I have tried to call twice this morning but am still receiving an answering machine. All I want is for my gas line to be put in so that my family doesn't run out of heat. I am completely disgusted that a company as large as Centerpoint Energy has such poor communication and customer service.f

Desired Settlement: I am demanding that my gas line be installed immediately without any further excuses. I have been waiting 90 days, when I was originally told to expect 4-6 weeks. If the gas line is not put in immediately, then my family (including a disabled person and a small child) will run out of heat.

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ November 14, 2014 ******** ******** ********************* Brainerd, MN 56401-4332 Ms. ********: This letter responds to your complaint to the Better Business Bureau of Minnesota (BBB) regarding the installation of gas service at your property at ************************, 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, ******* Regulatory Liaison CenterPoint Energy ************

11/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Unauthorized relocation of Gas Meters to a unacceptable location I was contacted by Center Point Energy to inspect the gas meters at a building that I own and manage. They told me this is a regular procedure, for safety reasons. I made the arrangements with one of the tenants (**************)for CPE to gain access. CPE then proceeded to replace and MOVE the gas meters. Not only did CPE move the meters without any authorization, but they moved them to the most undesirable location possible. (Easiest and cheapest) They are located right outside the main entrance in the front of the building. I submitted a complaint with CPE regarding this issue and was contacted by a ****************. He apologized for not contacting me and said they would be willing to relocate the meters to the side of the building, but it would be my responsibility to hire a plumber to rerun and hook up the lines inside the building. He also told me that ***************'s name (Tenant) was on the work order and implied she gave them permission to move the meters. ******* unequivocally denies she had any discussions regarding the moving of the meters. The only discussion she had with the CPE crew was how could they get access again to finish up the job. I told MR ******** that this was unacceptable and would like a the name of his supervisor and a copy of the work order. To date I have received neither.

Desired Settlement: Cover the entire cost to relocate the meters to the North side of the building. Make repairs to brick exterior of building where the meters were firt relocated.

Business Response: Initial Business Response /* (1000, 5, 2014/11/13) */ November 13, 2014 Mr. **** ******** ******************* Minneapolis, MN 55405 Mr. ********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the relocation of the gas meters at ************************, Minneapolis. As noted in your complaint, our field crew moved the gas meters at your property from the inside of your property to the outside. This was done due to safety reasons; a leak was found on the gas service inside of the property during an Atmospheric Corrosion Inspection (ACI) in August 2014. CenterPoint Energy's right to move the gas meter is outlined in our Tariff, which states "gas meters will normally be installed on the outside of the building to be served on the face or at the corner of the building in closest proximity to the gas main to which the gas service line is to be attached." Please also note that we were unable to place the gas meters on either side of your building, as the north side does not have sufficient clearance to the property line, and placement on the south side would obstruct a driveway. Because CenterPoint Energy has the right to locate your gas meters according to our Tariff, we must respectfully decline your request to relocate the meters to another location. I would like to apologize for any inconvenience this may have caused. Please contact me if you have further questions regarding this issue. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************

11/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Paid CP in advance to install boiler. It is now a month later, it does not work. CP technicians come out and find additional concerns, not resolved. 9/26/14, Centerpoint Energy installed a new boiler. Our concerns are as follows: - When the installation team left there was a small leak from the pipe that brings water into the system, by a valve. The technician said this would stop. It did not, and we ultimately had to call for a Centerpoint technician, who came out the next week on Saturday October 4th. -Pressure rises in boiler, we repeatedly have needed to empty water manually. - During installation, the team worked on attaching the motor and seemed to repeatedly adjust it as water was leaking. . Given other quality issues with this installation we must ask- Is this a long term solution to the leak? - When discussing the contract, sales person suggested the addition of a "Spiral vent" at an additional cost of $400. He explained it would reduce the air in the system. It is unclear whether this device was installed. - I was surprised to find that there were several parts that were reused, on the day of installation. Some of these parts need to be replaced. - There appears to have been damage done to the valves that control water coming into the system. In addition to the damage to the valves the pipe they are on is at a new, crooked angle. Two technicians have attempted to tighten them, this does not seem to be resolving the problem. These valves were in working order before the installation. - As various problems have arisen - rooms not heating, water leaking, water pressure rising for days in what should be a closed system, failure of one entire zone, a need for significant rewiring, burned out thermostat... etc It has become apparent that the installation was not done properly . These issues have all been identified by Centerpoint Technicians who came out because the heat/boiler was not working properly. - During installation, there were also a variety of issues, that would have been minor red flags alone, if the quality of work had been acceptable. Given the various, frequent breakdowns, we've had the opportunity to call Centerpoint/Home Service Plus repeatedly. Most of the people have struggled to find our information. We have on multiple calls been transferred over 3 times to various people trying to identify our account. On a recent call they explained the Sales team had not entered the warranty properly. - A plumber from another service pointed out that both the wiring and motor are installed crookedly, that parts (valves, pipes, etc) that were reused would typically be installed new with a new boiler. If this is standard for CenterPoint,they should have disclosed this, we could have more fairly considered other competitive estimates (even for a bit more cost, the extra labor and service calls could have been avoided) - We have now missed days of work due to working with their technicians. -We are told by Centerpoint technicians, after several problems, the new boiler lacks a part the old boiler has and the zones will not work with it. This was never brought up before installation, contract or payment. -Centerpoint has been unable to assure the safety of the boiler, water pressure, etc. THey have recommended we turn off the water and electricity to the boiler. This about one month after initial installation, over a month from the contract and payment. Sales - **********, emailed purchase agreement on 9 19 14 Installation team - Airics, Installed Sept 26 and 27 Payment- $6620, in advance, by check. Details of various functional problems and who we've spoken to from Home Service Plus available. (Out of characters here)

Desired Settlement: Preference: 1. Refund entire amount of our payment. Ideally, also pay repair of damaged connecting parts (Valves, parts of zone covers, wiring, thermostat etc) Open to: 2. Completely repair/replace as needed, as no cost to us, the boiler and related necessary parts so that the boiler is functioning well. Warranty the work and equipment. We'd like this done in a timely manner. Winter approaches, this should have been properly installed in September.

Business Response: Initial Business Response /* (4000, 18, 2014/11/10) */ Abby, I could stop by tomorrow morning and take a closer look at the leak. Let me know if that will work. Thanks, ******* ******* Team Mechanical Inc. O. (612)******** F. (612)******** C. (612)******** www.teammechanical.net Initial Consumer Rebuttal /* (4200, 16, 2014/11/10) */ Hello - When **** ******* and I met the city inspector, **************, at the end of the inspection he found a small puddle next to the boiler. Neither **** *******, the inspector or I could identify what part of the boiler it was coming from. It was suggested we watch it and see if/where more water appears. I wiped up all the water before I left and let the tenants know. There is still a small amount of water accumulating in that spot, and in a spot closer to the boiler. It is not a large amount of water, but it is my understanding that no water should be coming out of the boiler. Would it be possible for someone to come out and look at the boiler? Tuesday would be a possible day for me to meet someone at the house. I can also work out most evenings this week as well. I know we are all eager for this to be resolved. Thank you. ********* Final Consumer Response /* (3000, 20, 2014/11/12) */ - Please see the email below for an update on our work with CenterPoint. We would still like them to cover the cost of the 3rd party inspector. Unresolved issues at this time include the water and the wall thimbles. Thank you. ***** **** Hi ****** Just to let you know **** from TEAM Mechanical looked at the boiler today, we also had a 3rd party boiler person look at it. They could not figure out where the drips are coming from. We understood from your message earlier this month that CenterPoint will be sending us a refund of $525 for the outdoor reset, a refund of $300 and an additional $259 for a total of $1084. We understand the boiler and all the parts mentioned in your previous email are under CenterPoint's warranty. Thank you for all your work helping us resolve this and please let us know when we should expect the refund and what, if any further steps are involved. Thank you. ************** ***copied and pasted from email. Final Business Response /* (4000, 22, 2014/11/18) */ Ms. ****: At this time, a refund check in the amount of $1,084 has been requested from our cashiering department. Typically, these checks take two to three weeks for processing. It is my understanding that TEAM Mechanical as well as a third boiler mechanic were unable to determine the source of the water leak. However, TEAM did not find any leaks or issues with the boiler installation at the time of the investigation. Please contact me if you have additional questions regarding these issues. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************

11/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Months ago I contacted CenterPoint for a new house gas line hoo up. I was told I was added to the schedule. Months passed and no one hook up the line Address at ***********************, Prior Lake, MN. 55372 CenterPoint never showed up - waited for months

Desired Settlement: I'd like the gas line hooked up soon with out more excuses. I wrote a letter to the CEO on 10-14-14, and got NO action.

Business Response: Initial Business Response /* (1000, 5, 2014/11/10) */ November 10, 2014 Mr. ***** ********** ***************** Prior Lake, MN 55372-5106 Dear Mr. **********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding your application for gas service at ***********************, Prior Lake, Minnesota 55372. In your complaint, you state that you "contacted CenterPoint for a new house gas line months ago" and at that time, you were told that you were "added to the schedule." You also stated that you wrote a letter to CenterPoint Energy's CEO and that no action took place in response. I spoke with you when your initial complaint to our Executive team was received on October 13, 2014, and explained that CenterPoint Energy had no record of any contact with you regarding this property prior to receiving your New Service Application on October 7. You also spoke with our Construction Services representative on October 8, who confirmed that your application had been received and then outlined the installation process. In our October 13 conversation, I agreed that if you could provide a copy of the original service line application from July 2014 (which you claimed that CenterPoint Energy had lost or ignored) that your request could be expedited. You stated that you would send it to me directly, but to date I have not received that application and have had no further contact with you. Because there is no evidence that you submitted an application for gas line installation prior to October 7, service line installation will take place within the eight week timeline as promised in the October 8 conversation you had with our Construction Services representative. Please contact me if you have further questions regarding this issue. Sincerely, ******** Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (3000, 7, 2014/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hostile response I wish I had other options :( Final Business Response /* (4000, 9, 2014/11/17) */ Mr. **********: I understand your frustration, but again, CenterPoint Energy plans to have your gas service installed within the six to eight weeks from the time your application was received. Please let me know if you have further questions regarding this issue. Sincerely, ******** Regulatory Liaison CenterPoint Energy

10/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Refusing to close my account until I compel the new owners to take responsibility for the gas line and say that I am responsible for all charges. I called Center Point Energy on August 21, 2014 to report that I had moved on August 20th and needed to close my account. I was renting the property in question and my former landlord sold the house - the new owners took over on August 20th. In that call, the customer service representative told me that they could not close my account until the new owner claimed responsibility for the gas line and that I would need to get in touch with the new owner to ask them to call Center Point and take responsibility. I reported that I had moved to a new state - when they told me that I would need to get in touch with my landlord to ask him to compel the new owners to call Center Point and take responsibility for the line. I gave Center Point my new address so that they could forward the final bill - what I indicated should only be through August 20th. At this point, I hoped that the new owners would call within a few days to transfer service but told Center Point Energy that I would not be held responsible for any gas usage after the 20th. I recently received a bill dated September 22, indicating I had a credit on my account due to overpayment of a previous bill but that I was still responsible for the gas line. On October 3, 2014 I called Center Point to discuss the matter. At this time, the customer service representative told me that I would need to have someone else take over the gas line before they would close my account and that I am responsible for all gas usage since my reported move out date (she confirmed record that I called on the 21st and reported a move out date of the 20th) and until a new party takes over the line. She confirmed that it is my responsibility to get in touch with the new owners and to compel them to take over the new line, even though I reported that I do not know them (and that seems to be outside of the responsibility of the client). I can see on the bill that gas is being used and that I have not lived in the residence in question nor in the state since August 20th. The representative repeatedly told me that I would be responsible for all charges on the gas line until the new owner calls to report that they are responsible. As this point, I asked to speak with the supervisor and was put on hold for nearly 10 minutes. At this time the customer service representative came back and reported that the supervisor was busy and that if I gave them my phone number, they could call me within 48 hours. I indicated that that was not an acceptable time frame but she said that that was all they could do. I am currently waiting to hear from the supervisor. I feel that these practices are predatory on the part of Center Point and that it should not be the customer's responsibility to compel a new owner to take over responsibility for the gas line. Not only is this an extreme hardship for me (and others) as the client, but also potentially unsafe. I do not understand how I could continue to be held as the responsible party for the gas line when I have clearly indicated that I no longer live there and have not for more than a month, especially considering that I reported my move out day only one day after I actually moved out. It would be one thing, if they required me to pay until the 21st (when I called to move out) but to require me to find the new owner is completely out of the responsibility of the client/individual. Center Point has been unwilling to work with me on this, and has repeatedly told me that this is the policy. I can only imagine what this experience is like for an individual that is under resourced or who did not have the opportunity to follow up and how this could impact someone's credit. I am requesting to fully close my account as of August 20th and to be refunded for the charged incurred between August 20th and today. Further, I am requesting that the BBB look into this practice by Center Point as I feel it is an abuse of power and a predatory practice. The acct. number is **********

Desired Settlement: I am requesting to fully close my account as of August 20th and to be refunded for credit left on my account and the charged incurred between August 20th and today. Further, I am requesting that the BBB look into this practice by Center Point as I feel it is an abuse of power and a predatory practice.

Business Response: Initial Business Response /* (1000, 5, 2014/10/13) */ October 13, 2014 Ms. **** ******* ******************** Ann Arbor, MI 48104-1270 Ms. *******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding your request to end responsibility for gas service at **********************, Minneapolis, Minnesota. CenterPoint Energy records show that you initially called to end responsibility for gas service at the above address on August 25, 2014, with a final billing date of August 20. At that time, our representative closed your account effective August 25 and explained that CenterPoint Energy cannot 'backdate' another customer's service start date without their consent. Because we had no contact information for the new customer, CenterPoint Energy attempted to disconnect the gas service on August 28 so that your account could be closed. However, this order was not completed, because we did not have access to the gas meter (which is located inside the property). As a result, CenterPoint Energy continued to bill your account for gas consumption until you contacted us again on October 3. On October 8, CenterPoint Energy was contacted by the customer who took over responsibility for the gas service after you moved out of the property. At that time, your account was closed on August 20 (as you originally requested) and we began billing the new party. Your responsibility for gas service should have been ended when you initially called to do so on August 25, as you cannot reasonably be expected to provide access to the gas meter for a property you are no longer associated with. Currently, your account balance is a credit of $30.16, which will be sent to your mailing address as you have requested. I would like to apologize for any inconvenience you have experienced as a result of this issue. Please contact me if you have any further questions. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************

10/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have 7 properties with Home Service Plus plans. This is the second time I have needed to use the service and it is horrible. After having 7 properties pay for this HSP plan for multiple years, I am trying to use the service for the second time. The weather has turned very cold and the furnace is not working at one of our properties. I called HSP immediately once I knew on 10/4, and they said the soonest they may be able to get someone out there is 10/8. This isn't a minor issue like a fridge not working correctly or a burner on an oven, this is an entire house without heat. Waiting 5 days is out of the question. This is terrible service and not what I have paid for. I should be refunded for everything I have paid HSP over the last two years on these 7 accounts because I have not been provided the service I have paid for. That is a little over $1500 per year for multiple years. This an important issue that needs to be solved immediately. I have opted to speak to the media regarding my concern if this is not resolved in a fair manner.

Desired Settlement: Full refund for all I have paid HSP because after multiple years of paying them and now needing the service, I am not being given the service I have paid for all this time.

Business Response: Initial Business Response /* (1000, 5, 2014/10/08) */ October 8, 2014 Mr. ******** ****** ******************** Cedar, MN 55011-9266 Mr. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the repair of your furnace at ***************************, Brooklyn Park, Minnesota. As noted in your complaint, you called CenterPoint Energy's Home Service Plus (HSP) department on October 4, 2014, to request a repair for the furnace at your rental property at the above address. At that time, the soonest available appointment was October 8, as CenterPoint Energy had received a large volume of repair requests in a short period of time. This was due to the recent change in weather and colder than average temperatures in Minnesota. To alleviate this issue, CenterPoint Energy has required our phone center and repair technicians to work overtime in an effort to serve our customers as quickly as possible. We spoke with you again on October 6 and explained that the soonest HSP could respond to your repair request was on October 8. During that conversation, we offered a credit of two month's HSP cost to apologize for the scheduling delay, which you declined. Your complaint to the BBB was received on October 7, and again, the soonest available time for the repair was October 8. As of the time of this writing, our technician has been dispatched to complete the repair. Your complaint also requests that the money you have paid for HSP be refunded. Our records show that you requested service on your furnace at this property on December 7, 2013, and that HSP responded that same day within the promised time window. Also, when you called that day to check the status of that order, our representative credited your account with three months of HSP cost ($55.50) to assuage your concerns. The cost of that service call ($164.76) was covered by the monthly cost of your HSP Repair Plan. Then, on January 30, 2014, an HSP technician was dispatched to repair the water heater at your property. This repair was requested at 5:08PM and our technician arrived at 7:19PM that same day. The cost of this repair ($137.98) was again covered by your monthly HSP Repair Plan cost. I would like to apologize for any inconvenience caused by the delay in scheduling today's service call. However, because CenterPoint Energy has honored the terms of your Repair Plan contract each time you have requested repairs, we respectfully decline your request for a refund of the money you have paid for your repair plan. Sincerely, ******** Regulatory Liaison CenterPoint Energy ************

10/20/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Backbill for broken gas meter We moved into our house on 9/19/2013, gas began in our name on 9/20/2013. At the time, the gas meter was broken but we, or the prior home owner, had realized. In December 2013, I got a bill from Centerpoint which seemed low so I called them immediately to report a problem. They said they would send someone out to check out the problem and let us know. Months went by, I called a few times to follow up as I still had not heard anything. Finally in July 2014, I called a final time and someone came out and replaced the broken meter. The technician told me that centerpoint could not get an accurate reading during this time because the meter had been completely broken and did not register how much gas we were using and we'd likely not get a bill during the period it was broken. A few weeks later I received a bill from Centerpoint for $1,151.46 for estimates on the months that the meter was broken. I called to complain, as that seemed rather large. They re-evaluated their estimates and lowered it to $1,052.30 which still seemed high to me. I'm frustrated that the bill would be so high when we are a family that keeps the house cool during the winter months. In addition, I feel that I did everything in my power to get Centerpoint to come out and fix the issue and they took months to come out and replace the meter. I've called Centerpoint to see if we can come to some kind of compromise and they are unwilling to budge.

Desired Settlement: I would like for Centerpoint to waive the fees during the months that the meter was broken since it was their fault that they did not come out and replace the meter in a timely manner. I will pay all current and future bills.

Business Response: Initial Business Response /* (1000, 5, 2014/10/17) */ October 16, 2014 Ms. ********* ********** ******************* Savage, MN 55378-2117 Ms. **********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the estimated consumption billed to your account during the time your meter was not registering. The gas meter at your property at **********************, Savage, Minnesota, did not register gas consumption from the time you moved into the property in September 2013 until the meter was replaced in July 2014. As you note, you called CenterPoint Energy to report this issue in December 2013, but the gas usage billed to your account continued to be estimated until July 2014. To resolve this issue, I have credited your account in the amount of $1,033.63, which is the total amount of estimated consumption from the time you called until the time the meter was replaced. After this credit is applied, your account balance will be $48.99, which accounts for the actual consumption (less the payments you have made) since the meter was replaced. Although CenterPoint Energy does have the right to estimate gas consumption for up to 12 months in these cases, because you called to report this issue, you will be billed estimated consumption only until the time that you called. I would like to apologize for any inconvenience you may have experienced as a result of this issue. Please contact me if you have any further questions regarding this issue. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************

10/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I asked Centerpoint to turn service on, due to their internal billing issues they didn't, but still charged me for service. I initially signed on with Centerpoint in early June. Before the end of the month, they sent me a bill for $170. I called them to dispute that because I had never had Centerpoint in the past. They admitted fault, but turned off service anyway. I didn't ask for service to be turned on again, and in August received a Bill again for $170 and a threat to turn off my service (which wasn't on anyway). I ignored it. September came and they sent me a bill for only $35, with the $170 removed. At this point I wanted gas turned back on because it was fall, but didn't feel that i should pay the $35 because my service was never really turned on. I disputed the charge and they wouldn't remove it.

Desired Settlement: Removal of the $35.96 charge.

Business Response: Initial Business Response /* (1000, 5, 2014/10/15) */ October 15, 2014 Mr. **** ****************************** St. Louis Park, MN 55416-2378 Mr. *********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the charges assessed to your account. Your complaint mentions two charges which you have disputed: a balance transfer of $174.02 and accumulated service charges of $34.96. A review of our records indicated that you should not have been billed for either of these charges. First, the $174.02 balance transfer to your account was made in error. As you note, this has been removed. Second, you also note that you have been assessed the basic customer charge of $11.69 per month, although your gas meter was disconnected during the time the charges accrued. I have removed the $34.96 charge from your account and your balance is currently $0. I would also like to apologize for any inconvenience this issue may have caused. If you have any further questions, please contact me. Sincerely, ******** Regulatory Liaison CenterPoint Energy ************

10/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Broken gas meter for 15 months. I feel I am being overcharged as they guessed the usage. Horrible customer service, many different stories told to me. A center point repair person showed up at my door to replace my gas meter. I had no idea it wasn't working. He claimed I should have gotten a letter informing me it would be replaced it had been dead since March 2014, never got any such letter. I called center point concerned and the customer svc agent said it was broke since Jan 2014 and she assured me not to worry that they would just start reading it from that day fwd. my bill at that time had a credit of 194.57. I later got a letter dated 8/2/14 stating I had an incorrect bill for a month or a few months but after ALL corrections my adjusted balance was 39.47. I called again and they then explained my meter was actually dead since March of 2013. It was never replaced until June/Jul of 2014 some 15 months later. They wiped away my credit of 194.57 and now tell me I owe them 270.49 on top of that AFTER mailing me a letter saying my balance was 39.47. I was very upset and called the CEOs office in TX asking for a return phone call. Instead I got a worker in MPLS who didn't care. It was only after I demanded printouts that I got them. They are estimating my bill for a yr based on previous yrs svc. I feel this is totally unfair! It should be illegal it is NOT my fault they left a meter broken for 15 months they are the ones that set up my budget plan. Also I explained to them my usage would not be anywhere near what it was in previous years as we just had all new insulation put in about 2 to 3 months prior to that meter breaking. I don't feel I should be charged based on a guesstimate of weather and years past usage it's not an accurate comparison. And what makes it worse is all the lies I have been told every person you talk to there tells you something different. I. Requested call backs from people and never got them. All they say is they are allowed to do guess on bills up to a year that is not fair to the consumer. I would never recommend anyone use center points services if they can help it. They obviously are not on top of things letting a meter go 15 months and not fixing it then making it the customers problem. I paid my 39.47 like the letter stated they took my 194.57 credit and now say I owe 270.49 I feel They need to give me back my credit and eat whatever costs they say I owe as the totals are conflicting anyway as it was their responsibility to maintain their equipment not mine. Customer svc people don't even know who their CEO is and they don't care about the customers!

Desired Settlement: I want my 194.57 credit back and my debit/balance to reflect 0 I payed the budget centerpoint told me to for a yr it's their fault they didn't fix it not mine I had no idea it was broke till the worker came to change it and I have had to spend a lot of stressful time on the phone with them very upsetting. I also want a copy of every bill since Nov of 2009 the time I have lived at this address.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ September 12, 2014 Ms. ******* ***** **************** Farmington, MN 55024-7310 Ms. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the estimated usage billed to your account. As you note, the gas meter at your property ceased registering usage in April 2013, which caused your account to be invoiced for only the basic customer charge ($8.24-8.99 per month) until the meter was repaired in August 2014. At that time, your account was manually re-invoiced for estimated gas consumption for the twelve month billing period from August 2013 through August 2014. CenterPoint Energy rebilled your account in compliance with Minnesota Administrative Rule 7820.3900 (Inaccurate Natural Gas Meters), subp. 2 (Meter fails to register or registers intermittently), which states: When the average error cannot be determined by test because the meter is not found to register or is found to register intermittently, the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or in the absence of such information, over similar periods of known accurate measurement preceding or subsequent thereto, but in no event shall such charge be for a period longer than one year. CenterPoint Energy is regulated by the Minnesota Public Utilities Commission (MPUC), which approved the above Rule. Also, please note that although the gas meter at your property registered no consumption for more than fifteen months, you were invoiced for only twelve of those months. You have also noted that your property was insulated shortly before the meter failed. To account for this, CenterPoint Energy will offer a one-time credit of 20% of the total estimated bills (or $106). However, if the upcoming 2014-15 heating season shows a further reduction in your gas usage beyond the 20% currently offered, a larger credit may be warranted so that our estimates more accurately reflect your gas usage during the 2013-14 heating season. But, CenterPoint Energy respectfully declines your request to "give me my credit back," as our estimates are based off of prior usage at your property as described in the above Rule. You are eligible for a payment plan equivalent to the amount of time that you were billed for estimated usage (12 months). If you would like to enter into this payment arrangement, your future bills would be $21.59 per month, plus the current usage each month. Finally, CenterPoint Energy retains gas consumption history from the date that you moved into the property. I have attached a copy of this information to our complaint response. Please contact me if you have further questions, or if you wish to enter into the above payment arrangement. Sincerely, ******* Customer Services CenterPoint Energy ************ Initial Consumer Rebuttal /* (3000, 7, 2014/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the credit however, I have a bill dated August 2, 2014 that states after all corrections the adjusted balance is 39.47. So as a customer that means my 194.57 credit was taken away and I now owe 39.47 and once that is paid we are at zero balance going forward. I then a week or so later get a bill dated 8/1/2014 that I have a debit of 270.49 meaning I owe 270.49 My letter dated 8/2 which is the most recent dated communication states after all corrections my balance is 39.47 so I feel once the 39.47 was paid my bill should be zero and then I should be charged for that months charges which were 25.21. I did not see when I first submitted my complaint where I could attach files so I have included copies of my letter and the bills. Final Business Response /* (4000, 11, 2014/09/29) */ September 29, 2014 Ms. *****: You are correct in stating that our 'Multiple Month Correction' letter listed a corrected balance of $39.47. However, this amount only represented your current balance, not your Budget Plan's deferred balance, which is listed on the left side of your bill (under the 'Did You Know' column) dated August 1, 2014. I apologize for the confusion regarding these amounts. Please note that I have applied the $106 credit to your account. This will apply to your current balance, but can be credited to your Budget Plan's deferred balance if you wish. Sincerely, ******* Customer Services CenterPoint Energy

10/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: No Heat, and no service call for 7 days, likely no heat for 10+ days. Lows in the 30's. No Heat, first repair appointment in 1 week. Overnight temps in mid 30's. Filed complaint response is days. Likely no heat for 10+ days. Service Plus?

Desired Settlement: Repair of furnance per pre-paid contract in 1 to 4 days.

Business Response: Initial Business Response /* (1000, 5, 2014/10/08) */ October 8, 2014 Mr. ****** ****** ***************** Maple Grove, MN 55311-1426 Mr. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding scheduling for the repair of your furnace. Your complaint states that you called Home Service Plus (HSP) on October 6, 2014, to request a repair of your furnace at ***********************, Maple Grove, Minnesota. At that time, the soonest available date for the repair was on October 13. This delay in scheduling is due to a higher than anticipated workload due to the recent change in weather and lower than expected temperatures during the last several days. To alleviate this problem, CenterPoint Energy has required phone center staff and HSP service technicians to work overtime in an effort to serve our customers as quickly as possible. As we discussed in our phone conversation today, I have rescheduled your repair for October 9, which is the soonest that HSP can respond to your request. I would like to apologize for any inconvenience caused by the delay in scheduling your repair. Please contact me if you have any further questions or concerns regarding this issue. Sincerely, ******* Regulatory Liaison CenterPoint Energy *************

10/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Water damage throughout house following an attempted repair to refrigerator ice maker Water damage throughout house following an attempted repair to refrigerator ice maker. Technician could not pull fridge out, turned water on to fridge and attempted to fix ice maker without pulling fridge out. Water leaked overnight and destroyed kitchen floor and sheetrock/flooring in the basement

Desired Settlement: Replace flooring in kitchen. Repair sheetrock in basement, replace flooring in basement

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ August 8, 2014 Ms. **** **** ************* ******************** Dear Ms. ****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the repair of your refrigerator. Our technician responded to your request for service on your leaking refrigerator on July 5, 2014, and determined that the water filter likely needed to be replaced. But, because we were unable to pull the refrigerator out, we could not complete the diagnosis. During this service call, you turned the water on the refrigerator so that we could attempt to diagnose the source of the leak. After we were unable to do so, our technician instructed you to turn the water off to the appliance. At no point did our technician come into contact with the water shutoff valve at your home. You then called on July 23 to report that water had leaked into the basement from the refrigerator, which caused damage to your home's electrical system. Our supervisor and the technician visited your home to assess the situation, and it was determined that the Water Piercing Valve that supplies water to your refrigerator had failed, which caused the leak. At this time, you also stated that on July 5, our technician advised you to watch the refrigerator to make sure it did not continue to leak water. Because you agreed to watch the refrigerator for any leaking water, and because you confirmed that the water to the refrigerator had been shut off before our technician left, CenterPoint Energy respectfully declines your request for reimbursement and denies responsibility for the damage to your home. Please contact me if you have additional questions regarding this issue. Sincerely, ******** Customer Services CenterPoint Energy Initial Consumer Rebuttal /* (3000, 7, 2014/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My request for service did not include a "leaking refrigerator". My request was to have my ice maker fixed. Therefore centerpoint did not have to "attempt to diagnose the source of the leak" as indicated in their letter. My water valve to the fridge was off and therefore the fridge did not have ability to leak prior to 7/5/14. During the service the technician could not pull the refrigerator out to fix the ice maker, but for some reason I was instructed to turn the water valve to the refrigerator on. At that point the water began flowing heavily onto the floor. He then had me turn the water valve off. After 5-10 minutes, he asked that I leave the towels in front of the refrigerator because the pan was still full of water. He said the water would be gone by morning. He requested that I put the lower front panel back on the front of the fridge in the morning. The technician left. I never agreed to "watch" the refrigerator to make sure it did not continue to leak water. I did say that I changed the towels on the floor before I went to bed. I never agreed to stay up all night watching the refrigerator. I called centerpoint the next morning when the house flooded and the electricity was sparking. They told me to call 911. They sent a technician out who left immediately although the door to the house was open and the city of ***** water utility truck was in my driveway. Once the home was dehumidified and dry, I called centerpoint to come out and assess the damage and the situation. Although the technician and the supervisor looked at the water valve to the fridge, there was no way of knowing whether the valve had failed to stop the water. The waterline had been disconnected by the city of *****. A diagnoses was not conducted regarding the valve. Centerpoint was scheduled to fix my ice maker and sent a technician who couldn't pull out the fridge but could instruct a homeowner to turn on the water to the fridge for unknown reasons. Centerpoint sent a technician who left the property not fully knowing the water had stopped. Centerpoint sent a technician who did not check the valve to make sure the water was not going to leak throughout the night even though the water pan wasn't empty. Centerpoint did not ever come in contact with the water shut off valve but has made an assumption that this was the reason the water leaked. If this is the assumption, the Technician should have had this homeowner call a plumber to disconnect the water to the fridge. Centerpoint failed to repair an ice maker and in attempting to do so created an opportunity for significant water damage to my home. Final Consumer Response /* (3000, 12, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, Centerpoint sent a Technician to the house but he left while I was attmpting to shut off the water to the house, I was unavailable to answer the door or the phone for approximately 5 minutes. Given the fact that 911 was ordered by your telephone representative, it would surprise me that Centerpoint would encourage their Technician to leave after knocking and calling just once. I wouldn't expect anyone to enter the home without my permission, however, I would expect the Technician to try knocking for more than 5 minutes given the situation and knowing someone was home (door open, ***** water in the driveway). If the Technician was unable to gather the parts information to determine how to fix the ice maker, I'm unclear as to why he needed to have my water to the fridge turned on. He wouldn't have been able to place an order for parts and I don't need my water turned on if the ice maker isn't working properly. The Technician left knowing the fridge pan was still full and instructed me that it would be evaporated by morning when I could put on the base plate to the fridge. As a homeowner, I trusted his instructions and was not told the leak would be ongoing throughout the night. Your response states "It is not a normal procedure for Centerpoint to determine" if water is leaking. Is it a normal procedure to have a Technician instruct the homeowner to turn the water on/off and then leave a house unsure if the water would continue to leak throughout the night? That is what happened. And again, the water never needed to be turned on with the Technician unable to pull the fridge out from the cabinet. Centerpoint created an opportunity for significant water damage to my home. Final Business Response /* (4000, 14, 2014/09/16) */ Ms. ****: Home Service Plus responded to the service call that you ordered on July 6 2014. Our technician arrived at your residence at 8:14 a.m. and departed at 8:23 a.m. The technician's remarks stated that no one answered the phone or the door, so he tagged the door and left. There were no emergency vehicles onsite including any fire trucks or other emergency vehicles. Indication on the order remarks was that water was "now leaking badly from refrigerator", and that you were calling the fire department because you smelled smoke. And, as you agreed, we cannot enter a home without permission. The water needed to be turned on to the refrigerator to diagnosis the problem. Once the water was on, the technician determined that he needed to pull out the refrigerator to complete the diagnosis, but was unable to do so, as the refrigerator was built into the surrounding cabinets and could not be pulled out because the wood cabinets were swollen, which made it impossible to pull the refrigerator out. He did not attempt to pull it out as it was obvious that the cupboards were swollen and the unit could not be moved. You also stated that you had turned the water off completely to the refrigerator. Although the drain pan had water in it, you indicated that the water was off. Also, the refrigerator could not be pulled out to remove the water from the pan. The technician did discuss the water in the refrigerator drain pan with you. And, at the time of Home Service Plus supervisor *** ********' visit to your residence on July 29, you stated that you agreed to keep an eye on the water at the refrigerator for any additional water accumulation. The water leak was due to a failure of your water piercing valve, which controls the water to your refrigerator. The technician has no control whether or not your water piercing valve that shuts the water on and off to your refrigerator was working properly. Finally, section 8 of the 'Conditions of your Repair Plan' states: CenterPoint Energy's Home Service Repair Plan does not cover any material, parts and labor required as the result of abuse, vandalism, fire, freezing, acts of God, power or water supply outages, flooded cellars other than main sewer back-ups (if coverage has been selected), or other abnormal conditions. Sincerely, ******** Customer Services CenterPoint Energy

10/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: What date did your increase in charges for gas get approved.I don't want the answer "based on last year".I want the real reason.Tell the truth. I asked for specifics as to why my budget amount went up so much higher than last year? When did they get approved to bill customers an increase in their rates? I have asked for a specific date. They say my account due is $0 yet they ask me to pay the new ridiculously high monthly budget amount anyway each month. I also want to know exactly WHAT DATE they credited my account for the overcharges they had me pay because they "asked" for a rate increase which did not get approved. I NEVER SAW A CREDIT TO MY ACCOUNT. I WANT TO KNOW THE DOLLAR AMOUNT they credited to my account. I also want to know why they are allowed to start charging the increased rate based on a "request for a rate increase" before it is approved? This should be illegal. They are charging a rate that they should not be allowed to charge until it is approved. And they should only be allowed to start charging the increase AFTER IT IS APPROVED AND FROM THAT DATE FORWARD--NOT FROM THE DATE THEY REQUEST THE INCREASE. THIS IS JUST NOT RIGHT. I WANT TO LODGE A COMPLAINT WITH THE AGENCY THAT APPROVES THEIR RATE INCREASES, AND I NEED THE NAME AND ADDRESSS OF THAT AGENCY. I have asked them for specific answers--not their canned answers. However, they fail to answer my questions specifically and send a canned answer anyway even though I requested a specific, truthful, in plain English so I can understand answer. I want a specific answer sent to my email address.

Desired Settlement: I want specific, truthful, in plain English answers to all my questions above so that I can understand the answers. I want a specific answer sent to my email address. I do not want canned answers that skirt around the answers to my questions.

Business Response: Initial Business Response /* (1000, 5, 2014/09/24) */ Please see attached document for complaint response. September 24, 2014 Ms. *** ***** ***************** Eden Prairie, MN 55347-3149 Ms. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the increase in your budget billing amount. Your complaint mentions an increase in gas rates and higher cost for gas each month. As a regulated utility, CenterPoint Energy does not control the cost of natural gas, but only passes along the market price during each billing cycle. Therefore, the rates you are charged for natural gas each month are not increased or decreased by CenterPoint Energy. However, your Budget Billing Plan (BPP) amount has increased. Below, I have provided a billing summary which outlines your monthly balance and explains the increase in your current budget amount. The difference between your actual gas cost each month and the BBP amount is tracked monthly and listed as the "Deferred Balance" below. Also, the "Settlement Balance" column on the right lists the amount that would be billed if your account was removed from the BBP. A customer's BBP amount is based on their average cost of gas over twelve months. The amount recalculates every six months to account for changes in gas consumption over the previous six months, as well as projected gas usage for the subsequent six month period. As you will note from the table above, your account currently owes $128.32 in gas charges from the 2013-14 heating season, as your previous budget amount of $44 was insufficient to cover the amount of gas consumed. To account for your gas usage during the previous heating season, and to accumulate a credit to be used during the upcoming heating season, our system automatically calculated a new budget amount of $71 in July. To resolve your concern, CenterPoint Energy can manually adjust your BBP amount to $58 per month, which is your average cost of gas throughout the last twelve months. However, please be aware that if $58 per month is insufficient to pay off your current deferred balance and cover the amount of gas used during the upcoming heating season, your BBP amount may increase again in six months. Please contact me if you would like your BBP amount adjusted or if you have any further questions. Sincerely, ******* Customer Services CenterPoint Energy ************

9/29/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: It took a year for the company to replace a broken meter. They then guessed as to how much money we owed them. I have called them several time and reported that their guesstimate of the amount of gas used was wrong. That it was too high by half since we were using a wood stove for our main source of heat. I have made a large payment which should have gotten our past due account current. They have not responded to our complaint and instead have discontinued service and started collection. Why won't they respond?

Desired Settlement: We would like our past due bill adjusted and service restored.

Business Response: Initial Business Response /* (1000, 8, 2014/08/26) */ August 26, 2014 Mr. ***** ****** **************** Mound, MN 55364-1249 Dear Mr. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the estimated gas usage billed to your account. CenterPoint Energy records show that your natural gas meter ceased registering gas consumption in May 2011. Our technician then confirmed that the meter had failed in December 2012, and the meter was ultimately replaced in September 2013. Finally, because you had been billed only for the basic customer charge (and no gas consumption) each month, your account was rebilled for estimated usage from September 2012 through September 2013. The twelve bills from September 2012 through September 2013 represent CenterPoint Energy's estimation of the amount of gas used during that time period. These estimates are based off of your historical gas consumption patterns, as well as the temperatures during each billing cycle. This is allowed for by the Minnesota Public Utilities Commission, as outlined in Minnesota Administrative Rule 7820.3900, subp. 2, which states: Meter fails to register or registers intermittently: When the average error cannot be determined by test because the meter is not found to register or is found to register intermittently, the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or in the absence of such information, over similar periods of known accurate measurement preceding or subsequent thereto, but in no event shall such charge be for a period longer than one year. As noted above, even though your gas meter was not registering for twenty eight months, you were charged for estimated gas consumption for only twelve of those months. In other words, you were billed (and you paid) for only the basic customer charge ($10.75 - $11.54 per month) for sixteen of those months, which included the entirety of the 2011-12 heating season. Please note that since your gas meter was repaired in September 2013, you have been invoiced for the actual (i.e. non-estimated) amount of gas used each month. And, as you note, you paid $1,069.64 in March 2014, which covered the entirety of your estimated bills (which totaled $853.52) and $216.12 of the actual gas usage since September 2013. However, your gas service was disconnected in May, 2014, because your account is still past due $631.95. This amount represents actual gas consumption and not estimated gas usage. However, due to the delay in repairing your meter and rebilling your account, CenterPoint Energy is willing to reconnect your gas service and establish a payment plan for the total amount currently owed on your account. If you would like to establish a payment arrangement and restore your gas service, please contact me. Sincerely, ******* Regulatory Liaison CenterPoint Energy ************ Initial Consumer Rebuttal /* (3000, 10, 2014/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is in dispute is the estimated amount of gas usage. You state above, that I was only charged an estimated amount for a little less than half the time period when the meter was not functioning. That was not made clear to me as I have yet to see an itemized bill. Instead I just received a lump sum bill which any reasonable person would question. We have contacted you several times and the billed amount/period has not been made clear nor have we received a detailed billing statement. Please send us a detailed billing statement which breaks down the $852.52 estimated billing. Also, we would like to see something for the $216.12 which was applied to actual gas usage. And finally, we'd like to see what the $631.95 is for. We use online bill pay so we have only seen total amounts due. We have received some paper bills but I believe they only showed totals as well. Are you expecting us to pay huge late fees over this misunderstanding? Are you waiving the reconnection fees? Final Consumer Response /* (3000, 14, 2014/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is fine and we can send payment immediately. But, there is no mention that this misunderstanding was sent to collections. I would like the damage done to my credit files repaired. Final Business Response /* (4000, 17, 2014/09/29) */ Mr. ******: Your total balance was sent to collections as it was past due, but per your request, I have withdrawn your account from collections. Again, CenterPoint Energy does not report to credit bureaus or agencies so there is no credit damage to repair. Sincerely, ******* Customer Services CenterPoint Energy

9/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Centerpoint Energy was hired to replace an outdated gas line and showed up unannounced & without allwoing time to arrange for plummer. Technician rude Center Point Energy did not call to schedule a time to have the gas line upgraded and did make clear that they could/would not hook the gas line back up after they unhooked everything. The technician was very unprofessiona and stated to me "well you're the one who wanted the tankless water heater and you brought this on yourself." He never responded to my complaint about them randomly showing up. I have called 5 times and never was able to speak to anyone that was appropriate. I was told the supervisor would call me back 3 days ago and no one has ever called. It is not acceptable for a company to randomly show up, turn off the gas, with out notifying us in advance and scheduling this as wiht any appointment or service. Extremly unprofessional for no appointment to made, and the demeanor of the techincian was terrible and insulting to me. This also led to additional costs as we had to find a plummer to come out to change the convertor at the last minute, which of course was not possible leading to "Emergency Plumbing Charges" and we still went without heat, hot water, stove for 3 days!!!!

Desired Settlement: I request that we receive partial compensation for not having this scheduled and for having to pay emergently for a plummer as a direct result of this. I also believe the technician who spoke to me in an inapprppriate fashion should be reprimanded and apoligize to me.

Business Response: Initial Business Response /* (1000, 6, 2014/09/25) */ September 25, 2014 Ms. ****** ****** ****************** Fridley, MN 55432 Dear Ms. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the replacement of your gas service line. You contacted CenterPoint Energy on June 30, 2014, to request that your gas service line and meter be replaced. Our representative quoted a total cost for this work at $1,855, which you paid when the work began on September 8. As you note, however, you were not advised (until the work began) that CenterPoint Energy does not reconnect customer's gas piping on these types of jobs. Your complaint also stated that you were not contacted prior to the work beginning, and that no appointment had been scheduled before this job began. Please note that a member of our field staff made a pre-job visit on September 3 (from 2:15 to 2:56 PM) prior to the service work beginning, and did communicate that the job would begin on September 8. However, again, it was not made clear that CenterPoint Energy does not reconnect customer's gas piping at that time. Because you were not informed of the need for a gas plumber to restore your gas service after this work was done, CenterPoint Energy is willing to reimburse you for the cost of hiring the plumber. Please contact me or reply to this letter along with a copy of the receipt or work order from the gas plumber so that I can complete the reimbursement. I would also like to apologize for the lack of communication and any inconvenience this issue may have caused. I look forward to your response so that this matter can be resolved. Sincerely, ******* Customer Services CenterPoint Energy ************

9/19/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: i would like my gas turned back on so my kids dont get sick especaailly my disabled daughter that has a low immune system well im not happy. my husband gets laidoff of work and then they turn my gas off with out me knowing then they want almost the whole bill before they can turn my gas back on. i just paid 225.00 today on the bill and ask them to reconnected my gas and then in two weeks i would pay them 200.00 more. so my childern dont freeze and they can eat.we are a low income household and im not happy with this at all and dont understand why i have a high gas bill anyway every month when i only have to things on there that use gas.

Desired Settlement: i would like my gas turned back on now and then a payment plan for the remaining amount pretty sad this needs to get taking care of cause i need my gas theres a cold weather law coming up so fix it

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ September 16, 2014 Ms. ****** ******** ******************* Bethel, MN 55005 Ms. ********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding reconnection of your natural gas service. As you note, your gas service was disconnected on July 15, 2014, as $606.43 was owed on your account. After your payment of $225 was received on September 11, 2014, your account was still past due $381.43. To meet our requirements for reconnection (without submitting Proof of Hardship documentation), your service can be restored for a verified payment of $100.72. Please note that CenterPoint Energy takes into consideration financial and extenuating circumstances when offering a payment arrangement to restore a customer's gas service. Towards that end, we may require Proof of Hardship from customers who may be facing financial or otherwise extenuating circumstances. If you are able to provide Proof of Hardship, you may be eligible for a lower down payment to restore your service. Your complaint also makes mention of a possible medical need for natural gas. CenterPoint Energy takes these medical situations into account with regards to restoring gas service and preventing disconnection of that service. A "Notice of Medical Emergency" form (which must be signed by a medical professional) can be sent at your request. You may be eligible for financial assistance as a low income customer. Please contact Anoka County Energy Assistance at ************, Emergency Assistance at ************, and Heatshare at ************. Finally, to discuss the options available to you to restore your gas service, please contact our Credit Department at ************. Sincerely, ******* Customer Services CenterPoint Energy Initial Consumer Rebuttal /* (3000, 7, 2014/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) i just think it is on fair when i was told if i can pay 225.00 that they would have my services back on so i got the money to pay it.so im still not happy cause with my husband laidoff for the whole month of august it put my bills behind even my house payment i dont like being lied to so please fix it and fast Final Business Response /* (4000, 9, 2014/09/19) */ Ms. ********: I have reviewed CenterPoint Energy records and found no indication that you were given a down payment quote of $225 to have your service restored. You contacted CenterPoint Energy on July 17, 2014 (the date your service was initially disconnected) and spoke with a representative who informed you that $425.55 would be the minimum payment required to restore your service. Then, on September 10, you were given two offers of $447 as a down payment via our self-service website. And, when you called on September 11, you were again given our initial offer of $425 down to restore your service. I have listened to the recorded phone conversations you had with our representatives on July 17 and September 11, and at no point did CenterPoint Energy offer you a reconnection amount less than $425. However, as stated in our previous written response to your BBB complaint, your service can be restored for an additional verified payment of $100.72. I would also like to encourage you to apply for the assistance programs I suggested in our last response to your complaint. Sincerely, ******* Customer Services CenterPoint Energy

9/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I cancelled service for 6/13/14 due to sale of home. I was billed for entire month of June, July, and August. Company refuses to credit my account. I called Centerpoint in June 2014 to notify a cancel service due to home sale on 6/13/2014. I was charged for the full month of June, July, and August. On 8/26/14, I called to inform them of the error. They told me that they have not heard from the new owners and cannot give me a credit until the new owners create their own account. They asked me to contact the new owners and ask them to set up an account. I told Centerpoint that I do not have the new owner's contact information on my closing documents. They told me to instead have my realtor call Centerpoint to verify the closing date, which my realtor did on 8/26/14. When I called to follow up on the credit, Centerpoint told me they still will not credit me until they hear from the new owners.

Desired Settlement: I would like a refund for: June 01 - 13, 2014 (unknown amount because Centerpoint refused to give me that information) July 2014 - $38.53 August 2014 - $51.59

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ September 5, 2014 **** ****** ******************** Minneapolis, MN 55449 Dear Ms. ******: This letter responds to your complaint to the Better Business Bureau (BBB) in which you stated CenterPoint Energy charged you for natural gas usage after you sold your home. The new owner of ********************* Minneapolis, MN 55449 has contacted CenterPoint Energy and assumed the responsibility for gas service as of June 13, 2014. We have backdated your end of service date to June 12, 2014, and reversed all charges in your name after that date. The charges from June 1 - 12, 2014 are $10.14 You will be receiving a refund check of $79.98 for payments made after June 12, 2014. I have updated your mailing address to ***************** Anoka, MN 55304 for mailing of your refund check. If you have further questions, please feel free to contact me directly. Sincerely, ********** Customer Services CenterPoint Energy ************

9/8/2014 Delivery Issues | Read Complaint Details
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Complaint: Reliant is holding me accountable for a plan I didd not sign up for. I have been with the Reliant company for over 20 years. I started to notice that although we were using less electricity every month, our bill was much higher. I called to inquire about it and they informed me that I'm on an flex plan and average billing plan. I never gave consent (verbal or written) for these services. I thought I was on a fixed rate plan. I then decided to find another company with better rates. I received a final invoice from reliant, charging me a whopping $547.37! This is the withheld amount I owe. I refuse to pay for something I did not consent to. They basically told me they can change my plan without my consent because they sent a "notice." I never received such a notice. They have no documentation or signature of my consent .

Desired Settlement: I do not want to pay

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ This resolution is in reference to complaint #: XXXXXXXX. Thank you for contacting CenterPoint Energy. When 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 area. We 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 electricity. Therefore, we are not able to provide you with rates for electricity. Houston is served by more than 30 Retail Electric Providers (REPs), which are companies that sell electric plans for homes and businesses. Please forward all of your billing concerns to your REP. We are not responsible for your electric billing and/or rate plan. Respectfully, CenterPoint Energy Executive Administration Office

9/8/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I am completely appalled and disgusted from the way I have been treated by the customer service agents that I have spoken with up to today. I am so hurt by the way I was treated by the customer service agents. This is my first account with centerpoint and if I could, I would choose any other company than this gas company. I called to get an appointment to start services, Thursday 7/10/14 but I was informed that a deposit was needed to start services, then the representative explained her computer needed to reboot and I need the account number to pay for deposit. When I called back, the next representative didn't see my account at all. Then after asking for my account number, which is why I called in the first place, she couldn't find it with my social, address, license number or anything. Then she told me that she already sees services on at my address. Why would I call about starting services if my services were already on? Then after placing me on a twenty minutes hold, she finds my account gives me my account number tells me the appontment time is 8 am to 10 pm. I tell her I'm going to pay on Monday to get services on Tuesday. Now it is Tuesday 7/15/14. I woke up at 7 o'clock this morning waited till 4:30 to see when the services were going to be turned on. Not only was my appointment cancelled, but I was told that I didn't pay my deposit even though I had my receipt in my purse. Then they tell me i cant get services on today because i was supposed to call to say i paid even though none of the previous representatives said i needed to and i have never had centerpoint energy. When I asked for someone to come today because I have a baby that needs hot water, she not only disregarded my statement but became rude. Her name was *******. Then I requested a supervisor. When I did she refused multiple times (6 times)until I had to scream in exasperation. When the supervisor named ******* id number ******** got on the phone, she was just as ride as jasmine. I said keep my appointment for tomorrow and hung up the phone in disgust and exasperation. I have to wait another day while I have an 18 month old daughter with no hot water in my house. I'm so hurt I want to cry. I have never been treated this poorly by any company. If this issue does not get resolved, I must have to go further up in the chain of command, including Mr. ****************. CEO of this company.

Desired Settlement: I want my $75.00 deposit back. It was required for services that I have yet to receive and services are so poorly. I feel there should be no need for a deposit with this kind of service.

Business Response: Initial Business Response /* (1000, 8, 2014/07/31) */ This resolution is in reference to complaint #: ********. Please be advised that we have reviewed the account located at ******************* 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 ************. *************** Executive Administration Office Business Response /* (4000, 18, 2014/08/28) */ This resolution is in reference to case # ********. Please be advised that we were able to locate the natural gas account at ******************* Lawton, OK 73505. We contacted Mrs. ***** 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

8/27/2014 Advertising/Sales Issues
8/26/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Repetitive problems with CE reps giving consistent and correct information; $100.00 penalties because they CAN, not because they SHOULD; unfair Repeat interactions with reps that resulted in very inconsistent information; I had to repeatedly ask for a tech to check my gas lines and two reps said that there would be additional charges when another rep said there were none. THEN I asked that rep to check and he came out. He said someone took me off some usage program and to ask aboit it. I am having to contact supervisors to get this straightened out. No sooner do I catch up on my bill than the next month's usage is much higher, which is NOT 'weather related' as they perpetually contend, so they levy a fee of an additional one hundred dollars AND also charge more fee's to 'keep your gas turned on'. When I tell them that the strange fluctuations in my bill make no sense for my household and I am concerned the meter is being read incorrectly, they fall back on the 'its weather related' template. They say they cannot send me hard copies of my account when I first started, nly back 18 months and I've not even been with them a full 2 years, but they can see back on their system 24 months. OK, so why can't you print the computer screen to the beginning of my account and send that to me? It's possible, they just don't want to do that. My bill fluctuations are too inconsistent and unrealistic and they deny any culpability at all. InI was told by ne rep that 'We can late charge yu 100.00 dollars, four times a year in your state'. Just because you can doesn't mean you should. And they will not work with me. I am a disabled veteran on a fixed income and have tried to work with them, but do not think they value these attempts not myself as a customer and they definitely need to teach their reps better customer service skills, and refrain from being brittle and rude. I feel exploited as a customer by their late fee practices. I have been levied this fee even when I pay what they say I owe and now they are, yet again, threatening to cut off my service. I am distraught by the process they have in place because they are impacting my previously good credit record. Also, my household is one individual, me. I don't even run my oven or shower or laundry every day and they say my usage is high! How does that work, exactly? They can't say except to keep blaming the weather? Also, they apparantly collect city, state, and county taxes for this state. Um...what? Why aren't these entities billing me themselves? CE reps tell me to 'ask those entities yourself'. Huh? What does THAT mean? They can't, or won't, say. The billing records they did send me don't make sense numerically imo. Their tech serviceman also indicated 'someone took you off energy control program'. I asked what that meant and he told me to call CE and ask. Why would any employee internally add/subtract me to any CE usage program without my prior consent? If I was on a program, I didn't know about it and if I was taken off I didn't know about it. The company seems to have a culture of stubborness, inflexibility, and inaccuracies that, frankly, I find unprofessional and unappealing.

Desired Settlement: I want them to stop assessing and carrying over $100.00 late fees simply 'because they can', to quote one rep. I think, given my many poor experiences with them, the inconsistencies and obfuscations in information I receive, and the absurdity in my supposed usage fluctuations given the size of my household and everything previously mentioned, it's the least they could do. I will take my complaints to state and federal levels if this does not resolve fairly and realistically.

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ This is in response to BBB Case #******** submitted by ************* regarding the premise at *************** Little Rock, AR 72206. After a thorough review of our records we were able to determine that the account for ************* was established on 05/07/2013. Please be advised that the $100.00 that the customer refers to is not a late fee, but a Security Deposit. In accordance with the Arkansas Public Service Commission (APSC) General Service Rule's utility companies are encouraged to require a deposit for customers who prove to be a credit risk. The purpose of the Security Deposit is to decrease the likelihood of an outstanding balance in the event the account is closed for non-pay. By keeping bad debt write offs down other rate payers are protected as well, since a portion of bad debts are recovered under rate structure. The General Service Rules allow for a deposit to be required or increased when the following circumstances occur to name a few: Payment is received beyond the due date three times in any twelve month period. Payment is received beyond the due date in two consecutive months. Account is disconnected for non-pay. Payments are returned any two times in a twelve month period by a financial institution. Listed along with this letter is the ledger showing all of the debits and credits applied to the account since the account was established (please note overlap starting with 04/04/2014 date). As you can see from the information below the account we regret has been paid after the due date on several occasions, which is considered late. Specifically, the time frame from October 28, 2013 to January 28, 2014. This three month period with no payment alone would be sufficient reason to require a security deposit on the account. Regrettably, no payment has been made on the account since 05/10/2014. In addition, we regret the account was disconnected for non-payment on 03/07/2014. That is when the Security Deposit of $100.00 was required on the account. The deposit was billed to the account on 03/14/2014 along with the connect fee of $37.00. The only other charges billed to the account are for the actual gas consumption and the late fees billed to the account, once the due date has passed and the balance is still outstanding. Please be advised that the late fee is being billed in accordance with our approved company tariffs and the APSC General Service Rules. On 01/27/2014 the customer advised the company that she had a hot water leak and wanted to know if that would impact her usage. The representative informed her that it would as well as informed her of her options at that time to make payment arrangements on the account or seek a Medical Certificate. The customer advised she would be seeking assistance from an Agency the next day. The next time that we visited with the customer was on 02/27/2014 when the customer called to see if we had received a payment from an Assistance Agency, which we regret we had not. Subsequently, the service was disconnected for non-payment on 03/07/2014. We spoke with the customer again the next day on 03/08/2014 when she called to see why she did not have gas service. We advised that the service had been disconnected for non-payment. On 03/10/2014 the customer attempted to reconnect service via the web, but was denied due to lack of payment. On 03/13/2014 a payment was made and the service was reconnected on 03/14/2014. The $100.00 Security Deposit was billed to the account in two installments of $50.00 with the next two invoices due to the account being turned off for non-pay. Our records reflect that the customer spoke to a Supervisor on 08/13/14, and the late fees and billing were explained in detail. An agreement was made to reverse the late fees in question as a onetime courtesy. At this time the customer owes a balance of $264.79, which is an accumulated balance for gas consumption and the unpaid deposit for the past several months. The ledger below clearly shows how the balance was accumulated. As a onetime courtesy the late fees that were charged on the following dates for a total of $31.30 have been reversed. Therefore, the current invoice that was mailed on 08/12/14, in the amount of $296.09 is minus $31.30, leaving the customer a remaining balance of $264.79 due 09/08/14. 01/03/14 - $4.33 02/06/14 - $5.39 03/12/14 - $5.34 04/09/14 - $4.22 05/08/14 - $3.90 06/09/14 - $3.24 07/31/14 - $2.76 08/11/14 - $2.12 We hope this information will provide clarification to Ms. ******'s concerns. We regret any inconvenience that Ms. ****** may have encountered as a result of this matter. We thank Ms. ****** for allowing us the opportunity to respond and for making her concerns known to us. Respectfully, *************** CenterPoint Energy One item to note: When a customer makes a payment over the phone or through BILL MATRIX this is a multiple step process and shows as three transactions on the account, for example the payment for $150.00 on 05/10/2014. The balance owed on the account before the payment was made was $335.06 and after the payment settled the balance owed was $185.06. Customer Name: ************* Service Address: *************** Little Rock, AR 722206

8/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: CenterPoint Energy turned off gas for meter change and did not return to light pilot. Center Point Energy came to our house (************** Brainerd, MN) without an appointment and changed out the gas meter (Acct # *********) on Wednesday August 7th. In the process they changed turned off the gas. Then called and said because we were not home they would be here to turn on the gas between 4 and 8:30 pm. No one showed and nor can we get ahold of any one to turn the gas back on. Now we cannot take a hot shower in the morning, run the dryer or go about our daily lives. With guests arriving for our wedding in twelve hours.

Desired Settlement: An apology, a change of their meter change-out policy and a credit they deem as appropriate.

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ August 13, 2014 Mr. ******* ***** ************** Brainerd, MN 56401-2727 Dear Mr. *****: This letter responds to your complain to the Better Business Bureau (BBB) of Minnesota regarding the reconnection of your natural gas service after your meter was replaced. CenterPoint Energy records show that your gas meter was replaced on August 6, 2014. Because no one was home at the time, our service technician was unable to relight the pilot lights on your appliances after the new meter was installed. And, when a second technician was sent to relight the pilot lights, we were unable to reach you at the phone number provided. This necessitated a second service call which was completed on August 7, 2014. I would like to apologize for any inconvenience you may have experienced as a result of this issue. But, because your gas service has been restored, CenterPoint Energy considers this matter resolved. Sincerely, ******* Customer Services CenterPoint Energy

8/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Because of over paying on my bill I was told that a credit of $900 would take 2 to 4 weeks. When I contacted them I was told there was a mistake Because of over paying on my bill I was told that a credit of $900 would take 2 to 4 weeks. When I contacted them I was told there was a mistake. They could not explain what the mistake was or why but that it would take another 3 weeks to issue a credit.

Desired Settlement: I would like a check in the amount of $921 that is owed to me

Business Response: Initial Business Response /* (1000, 5, 2014/08/06) */ August 6, 2014 Mr. **** ********* ********************* Eden Prairie, MN 55347-5273 Dear Mr. *********: This letter responds to your complaint to the Better Business Bureau 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, 2014. This request was entered on that date and subsequently processed by our Remittance Department on July 28. Please note that this process required that two separate checks be mailed to you due to the forms of payment received. One check was in the amount of $485, and the other (which totaled several overpayments made) was in the amount of $436.52. Both checks were mailed to you on July 30, 2014. Your complaint also mentions that you were told that the refund process could take "two to four weeks" which was not the case. I 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 $485 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

8/18/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Gas Disconnected on 07/24 due to error in their computer system and have not had gas for a good 2 days now. My issue is that my Gas got shut off because somehow the computer system didn't notice that the previous resident had disconnected service even though the gas got shut off the day I got billed for service. Called at 9am 7/25 and as of 5:35pm still have no gas and my gas was shut off the day prior. Regardless this practice as far as I am concerned is completely unacceptable. I haven't been able to boil water for my babies food or make a meal for my wife and myself since this happened.

Desired Settlement: Honestly some sort of credit on my bill would be great.

Business Response: Initial Business Response /* (1000, 5, 2014/08/05) */ August 5, 2014 **** ***** *********** Hastings, MN 55033 Dear Mr. *****: This letter responds to your complaint to the Better Business Bureau (BBB) 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, 2014. You contacted CenterPoint Energy to start service as of June 18 at this location. This transaction should have cancelled the existing disconnection order in our system, but it did not. Your gas service was disconnected on July 24th in error. You 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 ************

8/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My phone number changed on our account. Learned of system change in May. Questioning system integrity of all demographic data on accts. On July 22nd, I called into Customer Service. Upon verifying my account information, our primary phone number was changed. The system showed a 320 area code and wrong number as our primary. We have had the same phone number for 18 years. No one could explain why or how it was changed and did not seem concerned that our number was changed. The reminder calls go to the primary phone number and we did not get any calls. When I called on 7/25, I was told that there was a recent system change in May. Did this system change impact any other accounts? How did we get this 320 area code phone number on our account? Is our primary phone number on someone elses account? Furthermore, when I called on 7/22, the CS rep did not document that our number was wrong and changed it. I know this, because I asked the rep to look when I called on 7/25. Please verify if the system change had a bigger data integrity issue. Thanks.

Desired Settlement: We just want a detailed explanation on HOW the 320 area code phone number ended up on our account and assurances that our phone number is not on any one elses account. I would recommend checking to see if this impacted other customer's accounts as well.

Business Response: Initial Business Response /* (1000, 5, 2014/07/31) */ July 31, 2014 **** ***** ********************* New Hope, MN 55428 Dear Mr. *****: This letter responds to your complaint to the Better Business Bureau (BBB) 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 information. There 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 account. I 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 ************

8/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Centerpoint Energy refuses to set up a payment plan for the outstanding balance of my account at close. I have been utilizing their payment option to average out payments over the year because winter gas bills are so high. Now that I have put tennants in my house as of Aug 1st, I am obligated to pay the outstanding balance of over $1,000. I understand the amount and don't dispute it, however it is way more than I can afford. Centerpoint will not allow me to set up a payment plan to pay this amount off periodically. This will result in the amount getting sent off to a collection agency. I will explain the situation to the collection agency, but it will inevitable hurt my credit. I just want people to be aware of this poor practice and customer service to people who were working with them.

Desired Settlement: The only thing that would be appropriate would be to allow me to do a payment plan with the company.

Business Response: Initial Business Response /* (1000, 5, 2014/08/06) */ August 6, 2014 ******* ******** *************** Minneapolis, MN 55407 Dear Mr. ********: This letter responds to your complaint to the Better Business Bureau (BBB) in which you stated CenterPoint Energy will not allow you to set up payment arrangements on your closed account. CenterPoint Energy does not allow payment arrangements for gas charges on any closed accounts. CenterPoint Energy allows payment arrangement on active gas accounts only, because they still receive a monthly statement. Once an account is closed all payment arrangements are cancelled, and the total balance becomes due on a customer's final bill. If your total remaining balance of $962.54 is not paid 29 days after your final due date of September 9, 2014 it will be sent to a collection agency. Our collection agencies do not report to any credit bureaus, and this will not affect your credit score. You will have the opportunity to make a payment arrangement with the collection agency if you are unable to make payment of your balance in full at that time. I understand this is an inconvenience to you; however, CenterPoint Energy respectfully denies your request for a payment arrangement on your final balance. If you have further questions, please feel free to contact me directly. Sincerely, ********** Customer Services CenterPoint Energy ************

8/5/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am unable to pay my bill online. I called CenterPoint five different times, went through their automated system all five times, and five people. As stated above, I am unable to pay my bill online. I contacted CenterPoint via phone five different times to attempt to fix this problem. Each of the five times, I had to navigate through their lengthy and cumbersome automated phone system, and connected with five different representatives. All five did not give me adequate information to correct the problem and hung up on me.

Desired Settlement: I wish my problem would be fixed. I don't need a late charge because of this. CenterPoint needs a better system for calls. I would choose a different provider if I could.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ July 24, 2014 ******* ******* ***************** Albertville, MN 55301 Dear Ms. *******: This letter responds to your complaint to the Better Business Bureau (BBB) in which you claim that CenterPoint Energy's phone representatives gave you inadequate information to complete an online payment, and because of that, you were unable to make an online payment. Your complaint also states you have spoken with five different phone representatives, none of which could provide accurate information on how to make an online payment. Our records indicate your last contact with CenterPoint Energy was on September 20, 2013. Our notes indicate you spoke with a phone representative in regards to making an online payment, and on the same day made a One-time Payment through our online services. You then enrolled in our Online Billing program on January 16, 2014, and have made all payments online since that date. You have made all of your payments on time and have incurred no late fees. If you have questions regarding Online Billing in the future, please feel free to contact me directly. Sincerely, ********** Customer Services CenterPoint Energy ************

8/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Home Service Plus will not honor their warranty for shoddy work done right before the transfer of ownership on HVAC items. I recently purchased a home at the beginning of July. Prior to the transfer of ownership, the seller reported that the air conditioner was not working. He said not to worry because he was covered under Centerpoint's Home Service Plus. He called Home Service Plus and made an appointment. He invited me to be present when the technician came out to the house, and I agreed. The problem was that the furnace circuit breaker was tripping and shutting down the air conditioner. It was not tripping immediately when reset. It would take some time to trip. Sometimes it would run for a day or two before tripping. The technician said the bearings on the blower motor seemed a little rough, so he replaced the motor. He said that if his actions did not permanently fix the problem, we should call back. Within a day or two, the air conditioner quit working again. We were moving from our old house, which is a very crazy time. Additionally, the home has two air conditioners, and it was not very hot outside, so we limped along on one air conditioner for a few days. Admittedly, I did not immediately call Home Service Plus to report the problem. The exact same thing was happening, meaning the furnace circuit breaker was tripping. Obviously, the blower motor was not what was causing the breaker to trip. The technician failed to apply the proper fix. Furthermore, he knew there was a possibility the cause might be other than the blower motor, because he specifically said to call back if his repair did not work. Home Service Plus is now refusing to cover the repair because the home is under new ownership. They said they will look at the newly installed blower motor, but their repair will be limited to the motor. I argued that they should fix the problem no matter what the cause, because the unit broke while the warranty was in effect, the incorrect repair was applied when the warranty was in effect, and they know this.

Desired Settlement: I want Home Service Plus to come to the house and fix the issue, being it is OBVIOUSLY the same exact issue that they were called for in the first place, and failed to fix.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ July 24, 2014 Mr. *********** ********************* Burnsville, MN 55337-4793 Dear Mr. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding CenterPoint Energy's response to your request to repair your air conditioner. CenterPoint Energy records show that you purchased the property at *********************, Burnsville, on July 1, 2014, and that the air conditioner at the property had recently been serviced at the request of the previous owner. During that service call, our technician replaced the furnace's blower motor because it was repeatedly tripping the circuit breaker. However, this issue continued intermittently after the service call, but because the previous owner had moved out, the appliance was no longer covered with their Home Service Plus (HSP) Repair Plan contract. Your complaint to the BBB was received on July 21, 2014, but CenterPoint Energy records also show that you called to have your air conditioner serviced on that date, and that HSP responded that same day. This service call (totaling $315.60) was covered under HSP's warranty policy at no cost to you. Again, our technician replaced the blower motor and tested the electrical system to ensure that it would no longer trip your home's circuit breaker. After replacing the motor, your air conditioner was found to function properly. Because your appliance has been repaired and CenterPoint Energy has received no additional communication to the contrary since the repair, we consider this matter resolved. If the problem with your air conditioner continues, please contact us. Sincerely, ******* Customer Services CenterPoint Energy ************

7/30/2014 Delivery Issues | Read Complaint Details
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Complaint: Late December 2013, we called CenterPoint Energy due to the fact that lights in our home were dimming and flickering. At that time we were told by a CenterPoint Service person, that there was a problem with the main electric service to our house, this cost us approximately $1100.00, after having all the repairs done, the problem resurfaced with all the same symptoms; again contacted CenterPoint Energy about these issues. Due to that fact that we work daily, we suffered through the situation until April 2014 to repair the situation. The repairman told us that there was a problem with the connections to the transformer. This cost us dearly, when if they had did their part in repairing the connectors, we would not have had to pay out $1100. We need help with getting our monies back. We sent an email to CenterPoint and later made a telephone call to CenterPoint. I was then contacted by ************ with CenterPoint and she stated that the request was denied because of what the repairman told her. She did not have my documentation stating what was repaired nor had CenterPoint Energy sent us a claim form for a formal denial. When my wife contacted the same person and asked for a claim form, she told her, that you will get a denial letter and that your claim number will be on that form. Product_Or_Service: Mis-diagnosed repair main serv

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to own up to their failure to repair the transformer and refund me my $1100.00

Business Response: Initial Business Response /* (1000, 7, 2014/07/18) */ This is response to BBB Complaint # ******** submitted by ******* ***** for service address ******************* Houston, TX 77053. After receiving Mr. *****'s concerns, they were forwarded to our Claims Department. ************, Claims Supervisor, contacted Mr. ***** to discuss his concerns and requested a copy of the electrician's bill. We are now in receipt of the bill and will further investigate the claim and provide a response as soon as possible. Respectfully, *************** CenterPoint Energy Initial Consumer Rebuttal /* (3000, 9, 2014/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has had the information, since July 10, 2014. *********** notified us by email that she was going to call me. She failed to do so. CenterPoint has been afforded ample amount of time to respond and refund our money, to date they have not done so. The reason we know that this was a CenterPoint responsibility is because a CenterPoint employee informed us of this. Their response is not sufficient. Final Business Response /* (4000, 11, 2014/07/30) */ July 2, 2014 ******* ***** ****************** Houston, TX 77053 Re: Claim Number: ************ Dear Mr. *****: Your patience during our investigation of your recent claim has been appreciated. CenterPoint Energy makes reasonable provisions to supply steady and continuous electric service to its customers, but we do not guarantee service against fluctuations or interruptions. CenterPoint Energy responded to a trouble call at your home on December 23, 2013. Crews found that you had an opening in your underground service drop and referred you to an electrician to have your wires replaced. No repairs were made on the CenterPoint Energy facilities. A trouble call was received on April 18, 2014 for dimming lights, the crew found and repaired a connection inside the CenterPoint Energy transformer and your power was restored to normal. In Texas, a public utility's tariff governs its dealings with its customers and has the force and effect of the law. Under its Tariff, on file with the Texas Public Utilities Commission, CenterPoint Energy cannot pay your claim for damage to your customer owned underground service drop. A copy of Paragraph 5.2.1 of the Tariff is attached for your convenience. Additionally, the Tariff, in Paragraph 5.5.3 provides that it is the customer's responsibility to provide protective devices for equipment whose performance may be altered by fluctuations in voltage or single phasing. Certainly, we regret your expense and inconvenience. However, based upon the provisions in the attached Tariff, we will be unable to assist you in this particular instance. Sincerely, CenterPoint Energy Sandra Rawls Claims Representative (713) ********

7/16/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Undue delay and absolutely to response to my communications regarding restoration of my yard as a result of new gas main installation. I have written multiple letters to CenterPoint people in both Minneapolis and Houston and have had absolutely no response. I have no idea when or how restoration work will be done as the result of the damage caused by a gas main installation. I feel CenterPoint Energy, in the case of their construction work, has no regard whatever for the shambles they cause and will repair only at their convenience. They are the big bully with no apparent regard for the people they serve.

Desired Settlement: I have now decided that my front lawn must be sodded at once and I have taken steps to have this work done for which I expect reimbursement from CenterPoint Energy. I hope this reimbursement will be made promptly so no additional expenses will be incurred.

Business Response: Initial Business Response /* (1000, 5, 2014/07/14) */ July 14, 2014 Mr. ****** ***** ************** Edina, MN 55439 Dear Mr. *****: This letter responds to your complaint to the Better Business Bureau (BBB) 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, ******* Customer Services CenterPoint Energy ************

7/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: It has been over a year and a half and they still have not fixed my washer machine. resulting in black mold and rust. Approx two years ago I had center point energy home service plus service my brand new clothes washer due to water leaking at the bottom of base. they came out 3 different times. The first and second time they thought the warted that was pooling on the floor was normal. The third time they replaced the boot (ring) in the washer. A terrible smell had begun soon after the third visit. Finally about 2 months ago I pulled the base drawer out and found black mold and rust throughout the lining of the drawer. They came back out and they apologized. Finally received all the parts only to be told that LG installed the wrong boot, when in fact Center Point energy installed the incorrect boot causing the leakage, rust and mold. They took apart my machine again, and told me that they are waiting for parts. This has been going on for two years!

Desired Settlement: I have had home service plus since I purchased my home. I truly believe since they installed the wrong part and caused severe damage to my brand new washer machine that it's only right that they fix it immediately after two years of this or replace my machine.

Business Response: Initial Business Response /* (1000, 5, 2014/07/01) */ July 1, 2014 **** **** *************** Minneapolis, MN 55406-2341 Dear Mr. ****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the repair of your clothes washer. CenterPoint Energy records show that your clothes washer was repaired by Home Service Plus (HSP) in August, 2012. On the initial repair visit of July 27, 2012, our technician discovered that the "boot" required replacement. When the technician returned on August 2, 2012 to install the replacement boot, it was discovered that an incorrect part had been sent, which necessitated another service order on August 7, 2012. After installation of the new part, your clothes washer was tested and functioned correctly. On April 4, 2014, you called HSP to report that your clothes washer was leaking and emitting a strong odor of mildew and rust. Our technician found that, as your complaint notes, the tub seal had been leaking, which required that several parts in the clothes washer be replaced. In light of the continued issues with your appliance, our supervisor approved the installation of parts not typically covered by the HSP Repair Plan. Although this process required several additional service calls, the repair was completed on June 27, 2014. And, although the cost of parts and labor to complete these repairs totaled $1,070, you were only charged for the monthly cost of your HSP Repair Plan. I would like to apologize for any inconvenience you may have experienced as a result of this issue. Because the repair of your clothes washer has now been completed, CenterPoint Energy considers this matter resolved. Sincerely, ******* Customer Services CenterPoint Energy ************

7/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a new waster heater to be installed by Center Point Energy with agreed upon price and installation notification terms which were not kept. I order an installed water heater from CenterPoint Energy on 6/13/14. They agreed to install it on 6/14/14 between 11AM and 5PM. I was quoted a price of $935 if paid upon completion and by check, and I agreed to that price and those terms. I was ordering this heater for my father-in-law who is 94 years old, hard of hearing, and a WW11 Disabled Vet. I made it very clear that I was the contact for this installation and told "****" about the situation with my father-in-law. I asked, and **** agreed, that I would be contacted one hour prior to the install so I could be present. At 1PM I had not been contacted so I drove to my father-in-laws house, and when I got there the installation was nearly completed. CenterPoint Energy had "subbed" the work out to ***************** they never contacted me, took the $935 check from my father-in-law, and added an additional charge for removal and delivery of the tank due to his handy-capped chair lift on the stairway. First they said there was not enough room to get their cart in and I showed them it was 26" clear. Then he changed to "they didn't want to damage the lift". My point is by me not being called and being a part of the decision making process we did not have chance to negotiate or cancel this additional charge/installation. CenterPoint says the conversation between **** and myself was recorded and that they were going to check it. I was very articulate with giving instructions and making sure they were agreed to. CenterPoint has not now contacted me in over a week. I felt I had a firm price; this is a simple replacement installation of a 40 Gal. water heater which was to be installed per code. I felt I had total agreement on contact information which wasn't followed and I am asking that the additional $125 be removed from bill, and total bill be $935 as agreed. I chose to order from CenterPoint Energy because I thought I could trust them and with my father-in-laws age, deafness, and disability this was important to me. I know I could have gotten it done cheaper by getting more quotes, but I was trying to buy trust. This has been a very disappointing experience.

Desired Settlement: Delete additional $125 charge, apologize for poor service.

Business Response: Initial Business Response /* (1000, 5, 2014/07/01) */ July 1, 2014 ****** ******* *********************** Minnetrista, MN 55364 Dear Mr. *******: This letter responds to your complaint to the Better Business Bureau 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 $125 installation charge for the removal of the existing water heater, and that $935 was the price you had agreed to. And, 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 concerns. Because of this, the $125 charge has been removed from your account. To 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 issue. If you have any further questions, please contact me. Sincerely, ******* Customer Services CenterPoint Energy ************

6/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The company twice now has failed to contact me on my cellphone 30 minutes prior to scheduled service calls. I am beyond frustrated. I have pretty much lost all faith in your customer service and your Home Service Plan. In the last month, I have had two mostly unsatisfactory experiences. In each case, after scheduling service calls (both instances requiring 10 days before your techs could come out) I requested to be contacted on my cellphone and was told, both times, that I would be contacted 30 minutes in advance of a scheduled service call. This did not happen either time, and this poor service is unacceptable (though the first service call worked out because my wife happened to be home when the tech arrived). Most recently, on June 13, I believe, I scheduled someone to come out to inspect our dryer. It is not usable because something smells (and it is a musty smell, NOT a gas smell) whatever smells makes our clothes smell bad too. We have two young boys and we do a lot of laundry - a whole lot. So today (6/23) we requested the 12 to 4 window and, without receiving a call from you, as outlined (to my cellphone), my wife arrived home shortly after noon to discover your service tech had already gone. You can check the tape from June 13 and I believe you will find I asked to be (and the service rep said I would be) contacted on my cellphone (************). We will now have to go at least another week without a dryer. This is not acceptable. And I don't want to get anyone in trouble, I simply want a working dryer - that's all I'm asking.

Desired Settlement: I would like to be contacted my someone in management - on my cellphone (************). I will say it again: on my cellphone (************) about these service issues. I would like a working dryer.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ June 25, 2014 *** *********** **************** Minnetonka, MN 55343-9220 Dear Mr. ***********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the scheduled repair of your dryer. Your complaint notes that on June 13, you requested that Home Service Plus repair your dryer, and that you be contacted on your cellular phone thirty minutes prior to the technician's arrival. However, on June 23, our technician did not call the correct number. Because of this error, we were unable to complete the repair, which necessitated that the order be rescheduled. And, since your dryer has been in need of repair for an extended period of time, the July 3 date we had scheduled for did not work for you. However, as discussed in our June 25 conversation, I have changed the repair date to June 26th, 2014. Our technician will call you on the cellular number provided (************) thirty minutes prior to their arrival. 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 or concerns. Sincerely, ******* Customer Services CenterPoint Energy ************

6/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We spent $3,500 for a new air conditioner that is one year old and doesn't work. We've been calling Service plus now for 4 days and get a busy signal We spent $3,500 for a new air conditioner that is one year old and doesn't work. We've been calling Service plus now for 4 days and only get a busy signal. That can't be legitimate.

Desired Settlement: Explain why they charge $600/year, but won't answer their phone, i.e., without excuses about handling so many calls, explain why if they are going to charge for a service they need to employee enough people to perform the service.

Business Response: Initial Business Response /* (1000, 5, 2014/06/11) */ June 11, 2014 **** ******** *************** St. Paul, MN 55116 Dear Mr. ********: This letter responds to your recent complaint to the Better Business Bureau of Minnesota (BBB) 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, ******** Customer Services CenterPoint Energy ************

6/20/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Service was not completed when stated. Our service was disconnected on Monday, June 9th, and my husband made a payment that night. He called in the morning to follow up and he was told that he would need to pay extra. I understand that but that was not stated on the computer when he made his payment. He payed an extra fee for a same day service and customer service told him that it would be between the hours of 7 am - 10 pm. We understand wholeheartedly that it was our fault to begin with for the disconnection but I don't understand is why with the extra payment to be same day, NO ONE SHOWED UP! My husband waited there all day and not one courtesy call to let him know that it would not be done that day. He was afraid to leave in case anyone showed up. Also, after being told that the service would be completed in between the hours of 7 am - 10 pm, we read on our account online that it was scheduled between the hours of 8 am - 5 pm! I called the next day and the customer service associate asked me what time does the business open and informed me that someone would be there by that time. STILL NO SERVICE TECHNICIAN! We lost a day's business yesterday and we're going to lose another day. We are a struggling business and we cannot afford that. I called and my husband called but to no avail. No one knows what is going on but the service is to be done today and that is all they know. The service was to be completed yesterday but nothing. Why do we pay the reconnect and rush service fees if Centerpoint does the service at their convenience? They could not even get in touch with the technicians to find out an ETA. I thought that with our service being overlooked yesterday that we would be expedited today but that is not so. You cannot even complain to their company because they don't know or don't care about their customers because they have no competition here. If there would be another company we could go to, we would gladly do so. The customer service is atrocious.

Desired Settlement: Our reconnect and rush service fees.

Business Response: Initial Business Response /* (1000, 5, 2014/06/06) */ This is in response to BBB case# ******** submitted by Ms. ****** ****** regarding the premise at *************** Richmond, TX 77406. Upon receiving the complaint we determined that service was disconnected for non-payment at the above premise on 06/02/14. The reconnect order was scheduled for 06/03/14, and an overtime fee for $47.00 was accepted and paid by the customer for same day service. Regrettably the appointment was not met on 06/03/14, and the reconnect order was rescheduled for same day service on 06/04/14, and the same day service fee was waived. The reconnect order was successfully completed on this same date. We were successful in speaking with Ms. ****** ****** on 06/05/14. CenterPoint Energy's disconnect as well as reconnect process and order scheduling process was explained in detail. She was assured that the initial same day service fee that was paid on 06/03/14, for $47.00 has been reversed and credited back to her account. An apology was extended on behalf of CenterPoint Energy and Ms. ****** was accepting of our apology as well as very receptive to the information provided. She acknowledged that she accepted accountability for the service being disconnected for non-payment as it was unintentionally overlooked. We regret we are unable to waive the reconnection fee in the amount of $42.50, as the fee is warranted and does apply. However, at the time of reconnection of service an additional deposit was requested in the amount of $240.00. We have agreed to waive the additional deposit as a onetime courtesy, which is the greater amount. Ms. ****** is aware should service be disconnected for non-payment in the future an additional deposit will be required, however we are confident this will not be the case. Being that the additional $240.00 deposit was paid, at the time of reconnection of service, we have credited this amount back to the account. We sincerely apologize for any inconvenience that Ms. ****** may have encountered as a result of this matter and thank her for allowing us the opportunity to address her concerns. We value Ms. ****** as our customer and we look forward to serving her better in the future. Respectfully, *************** CenterPoint Energy

6/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Centerpoint ripped up my cement patio 5 weeks ago to work on the gas meter and I'm still waiting for it to be fixed. They have not returned my calls. Repair of the patio was requested May 2. When it still wasn't repaired, I called Centerpoint on May 16. No answer. They did not return my call. I called again on May 23 and no one returned my call. I called again on May 29. A representative returned my call on May 30, but said she could give me no estimate whatsoever about the time frame in which my patio would be repaired. She would not commit to a month that it would be completed or even that it would be completed this summer. I called Centerpoint again this Friday, June 6, and left a message. No one has returned my call.

Desired Settlement: I want them to replace the cement so that I can once again use my patio.

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ June 18, 2014 ******* ******** ************** Minneapolis, MN 55413-2276 Dear Ms. ********: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding repair of your patio. CenterPoint Energy responded to a report of a gas leak at your property, ************************, Minneapolis, on April 16, 2014, and determined that the service line at your meter was kinked. This service line was replaced later that day to make the situation safe. Then, on May 21, 2014, the gas meter itself was also replaced. However, as you note, the patio at your home was not repaired until after the meter work had been completed. Our records show that the cement was repaired on June 10th, and the steps were repaired on June 17th. Because our contractor has completed the repair of your patio, CenterPoint Energy considers this matter resolved. However, I would like to apologize for any inconvenience you may have experienced as a result of this issue. Please contact me if you have any further questions regarding this issue. Sincerely, ******** Customer Services CenterPoint Energy ************

6/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: failure to show up in the 8hr window that was promised On Sunday May 25 2014, I noticed water on floor by water heater. I called center point since we pay for their service plan. I was told they were busy and with the holiday they could not come out till Tuesday the 27. I said that was find and they gave me a window of 8am to 4pm. At 3:30 I called and was told their busy and it could be to 10:00pm. At 8:15 they called and asked if they could come tomorrow instead, I said no that I already lost 8hrs of work. At 9:15 they called and said they would be their in 20 minutes. At around 9:40 a service tech showed up and replaced the part. I waited 13 half hours for service when I had an appointment for a day and time slot. I had to do all the calling, plus a lost of a full day of work, plus my entire evening. I pay for their repair plan, and they could"nt even say they were sorry for my lost of time and wages. I e-mail them and left a phone number stating this problem and at this writing still nothing from them. This is poor customer service on their part.

Desired Settlement: Center point could not replace the 8 hrs of wages I lost, plus the evening hrs waiting for them to come over. I feel they should give me at least 3 months credit towards my service plus plan, but I would be happier with 6 months credit on the service plus plan. Thank you

Business Response: Initial Business Response /* (1000, 6, 2014/06/06) */ June 6, 2014 ******* ********* **************** Elk River, MN 55330-7460 Dear Mr. *********: This letter responds to your complaint to the Minnesota Better Business Bureau (BBB) 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 rescheduled. Although 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 warranted. I have applied a monthly credit of $18.50 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 ************

5/29/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Service contract to repair equipment. Didn't fix and never returned calls. We set up a service call for our washer on April 29th, serviceman came out and said sensor was bad and leaking some oil, couldn't fix. No reason why they couldn't fix it. I called the and talked to customer service and was told by the Manager on duty that they would contact the Supervisor of the serviceman that came out to our house. They said they would get back to me within a couple days. I called them back two days later and was again told they would get back to me as to why this part could not be replaced under the contract I have with them. It is now May 7th and I have yet to hear from them. My account number is ************-1 . They said they have it noted that I have called and they will get this taken care of. I need my wash machine in working order. I don't see what the use of having a service plan is, if they are going to show up tell me what part is broken and then not fix it. On top of that to not take the time to give me a call back when I have twice been told they would get this taken care of.

Desired Settlement: I want the wash machine fixed just like a service plan would suggest it would be.

Business Response: Initial Business Response /* (1000, 5, 2014/05/15) */ May 15, 2014 ****** *********** ***************** Belle Plaine, MN 56011 Dear Mr. ***********: This letter responds to your complaint to the Better Business Bureau (BBB) 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, ******* Customer Services CenterPoint Energy ************* 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 ****** *********** ***************** Belle Plaine, MN 56011 Dear Mr. ***********: 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, ******* Customer Services CenterPoint Energy *************

5/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Service disconnected without notice and no clear plan to reestablish service. On April 29, Center Point Energy replaced the gas meter on the house. A letter had been sent to make an appointment, but we thought we had time. So, without notice, while no one was home the gas meter was replaced, leaving gas shut off to our home, impacting me, my wife, our 18 month old daughter as well as my wife's mom and her ninety one year old grandmother who were visiting. The ambient temperature at the time was less than 45 degrees. A notice that the work took place might have been left on the door. It was however windy and rainy, and no notice could be found. Having an electric stove, the situation went unnoticed until the next morning, when the temperature in the house had dropped to 59 degrees. The furnace was check and it would not fire, backup plan was to turn on the gas fireplace to provide heat, but the pilot light was out. At this point, I called Center Point and explained my situation; they said that they did not see an issue and that everything appears to be fine. I then asked them to verify that the meter had not been replaced at my house. Upon looking, a note was found indicating that the gas meter had been replaced, and that the pilot lights would need to be relit. I attempt to relight the pilot lights, but realized that I was not getting gas. I called Center Point back and again explained the situation that is when they notified me that the gas had been shut off and a technician would need to visit the house. I explained we had visitors and that my wife would need to take to the Airport at 3pm. The operator implied that a technician would be dispatched before 3pm. (Again another 45 degree ambient day) 3pm came and went, again, I called and the operator implied that the window was 8 hours and that they still had time since my call at 9:30 in the morning when the technician was dispatched. 6pm came and went without a technician call; again I called to confirm that a technician would be coming to restore gas supply. At 9pm, I called once again to confirm a technician would be coming. 5 minutes later received confirmation that a technician was on their way. At 9:30 the technician arrived, gas was restored, and in less than 15 minutes the technician departed. With each call my frustration level increased as did my questions around best practices. For starters, in my 5 calls to Centerpoint, account number, my name, address, phone number and email address where all confirmed, yet this information was not used to make me aware of the work or the fact that my gas had been turned off. I do not think the technician select our house at random to perform the work, even though an appointment was not made, why would you not contact the customer for upcoming work? Is it a good practice to leave gas shut-off, where there is not an imminent safety risk, when temperatures are low? What was the return to service plan? No one likes service interrupted, but when the interruption is without communication, it becomes more urgent. In the future, I will be more responsive to the appointments (given they are held.)

Desired Settlement: Explanation of process for communication with consumer that work will be performed and gas will be shutoff. (This would be more than an interruption) Explanation as to why temperature was not part of decision to perform work.

Business Response: Initial Business Response /* (1000, 5, 2014/05/09) */ May 5, 2014 ********* ****** ***************** Plymouth, MN 55441-5768 Dear Mr. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the replacement of your gas meter at************************, 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, ******** Customer Services CenterPoint Energy ************ 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 ********* ****** ***************** Plymouth, MN 55441-5768 Dear Mr. ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the replacement of your gas meter at************************, 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 BBB, you did not respond to the letter, so the work was performed without appointment, as described in our letter and as outlined above. Sincerely, ******** Customer Services CenterPoint Energy ************

5/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: call to have a washer repair . they could not repair but would not give me my money . i had my washer fixed two months before . the repairman told me about a replacement program . you already have fixed it program for a few more bucks they will pay you to replace them. i thought about it . on the 17th of Oct. I called to add the replacement program . Later I called to have my washer fixed again ,it was leaking a little. The repairman same guy, came over says it hasaleak that can not be fixed. did you sign up for replacement program . yes i did good . I will give these papers signed them send it in and the receipt. I did all that . I called up asked if i did everything the way i was suppose to they said i was ok as long as i signed the papers and the repairman says i need it fixed . I get a replacemant , i send in the receipts & forms . I get a letter saying i signed up too soon & they could not pay for it because it was needing to be fixed before i was covered. i asked why? Later i get a letter from centerpoint energy asking and telling me i need to fill out this form & send in the receipts because if i do not i will not get my money so i send it again. nothing no answer . I just want my money.

Desired Settlement: want my 500 bucks .

Business Response: Initial Business Response /* (1000, 5, 2014/03/13) */ March 13, 2014 ******* ******** Jr. *********** Saint Peter, MN 56082 Dear Mr. ********: This letter responds to your complaint to the Better Business Bureau (BBB) regarding the denial of reimbursement for the replacement of your clothes washer. During your repair visit on October 22, 2013 our technician determined your clothes washer was non-repairable. Your clothes washer was not covered under your Replacement Assistance Plan because your clothes washer had a pre-existing condition at the time you signed up for the plan. Our records indicate your request for service on your clothes washer was made on October 17, 2013, and your enrollment in the Replacement Assistance Plan was on October 17, 2013. Home Service Plus does not cover any pre-existing conditions. You may refer to term and condition number two of your Repair Plan agreement, which states: "Appliances and equipment must meet code requirements and be in operating condition at the time program service begins." We apologize for any confusion you may have regarding eligibility for payment under your Replacement Assistance Plan. If you have any further concerns you may contact me directly. Sincerely, *********** Customer Services CenterPoint Energy ************ Initial Consumer Rebuttal /* (3000, 7, 2014/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) when i signed the acceptance notice online there was no line on it that it would not be covered. it said i was covered as soon as i signed acceptance. 2) it leaked it still ran just leaked was not sure what it was? that is why i have a repair plan too . It could be been just a hose ? 3) They kept pushing to sign up for this plan . 4) they also sent a letter asking why i had not sent my receipts in yet . It said i was covered just fill out this form. ? 5) I have paid allot of money to cover all my house for repairs , this was just the next step in coverage why no for this . i hardly ever use this Final Business Response /* (4000, 15, 2014/05/02) */ May 2, 2014 ******* ******** *** **** ****** ***** *****, ** XXXXX Dear Mr. ********: This letter responds to your complaint to the Better Business Bureau (BBB) regarding the Replacement Assistance Program (RAP) claim you filed in October 2013. As noted in our previous correspondence, the Home Service Plus Repair Plan (including RAP) does not cover pre-existing conditions. The Home Service Plus RAP Terms and Conditions, to which you agreed before signing up for the Program, state: 2. HSP's Replacement Assistance Plan applies to appliances currently covered by your existing HSP repair plan at the covered residence. At the time you enroll in the Replacement Assistance Plan, your covered appliances must meet code requirements and be in operating condition. Because you signed up for RAP on the same day that you scheduled a repair for your clothes washer, your appliance is not eligible for reimbursement under RAP, as it was not in operating condition at the time of enrollment. Please contact me if you have any further questions regarding this issue. Sincerely, ***** H Customer Services CenterPoint Energy XXX-XXX-XXXX Final Consumer Response /* (3000, 13, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) i still not accept this because the form i accept on line said nothing about anything wrong with appliances , it was accepted now and right now and i did not call hours later how do you know they know something was wrong when i signed ? plus they should call me . i have thousands of dollars in their other programs to pay for this . i never said anything about the appliance not be put back together right they left posse and not right the other time s but no you have perfect in everything you do so you do not have pay ? please pay this

5/2/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Mistreating a loyal customer. We been with CPE for 7 yrs. now and never had been late in payment, never. Without notice, CPE disconnected us for non-payment last month. I called and explained that we didn't get the bill and would have paid it if we got a call or email. Apparently, it went to a wrong mailbox. The manager was rude and won't even consider the fact that for 7 straight years I was never late in payment. Needless to say, I paid reconnection fee, a deposit, and an interest and sign up to get text message alert in case the bill go to a wrong mailbox again. I would have change service right there if I had that option or maybe CPE will not be as callous. I wrote is as lesson learned but then when it was time to reconnect, the technician called and said that we should check if he did it right because he wasn't too sure. True enough, it was not warming up my house, I called to have it checked and I was told that I needed to pay $65. This is beyond poor customer sevice, it is extortion. I was patient and hopeful that it will correct itself and that after several long calls and waiting, they will finally realize that they needed to fix it with no additional cost on my part but to no avail. This morning, Houston's temperature dropped and I realized that if I complained to them and nothing has been done, I need to take it up farther, thus this letter. My point is that, I have never been late in payment for 7 straight years, if I was late recently, that was because my bill went to the wrong mailbox. They could have reached out and call, email or have the technician talk to us to inquire why we were late in payment all of a sudden and we could have remedy the situation and not waste my hard-earned money to interest and reconnection fee and now a heater that is not working because of poor workmanship and technician's poor service. And for them to come and look at their mistake and rectify it, they required me to pay $65. To me that is extortion.

Desired Settlement: Have a competent technician assess the previous work of the technician and fix the problem at no additional cost to me. Refund me the reconnection fee and the interest. Improve their customer service.

Business Response: Initial Business Response /* (1000, 5, 2014/04/16) */ This is in response to BBB complaint case # 57276909 submitted by Mr. **** ****** regarding the premise at *********************. Spring, TX 77379. 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 $126.68. This includes a balance forward of $8.75 plus the current bill for $117.93 due 02/13/14. On 02/27/14, an invoice was mailed for $254.67. This includes a disconnect notice for $126.68 with a final payment date of 03/09/14, plus the current bill $127.99 due 03/14/14. Regrettably, payment was not received by the final payment date and gas service was disconnected for non-payment on 03/13/14. Additionally, our records revealed that on 03/06/14, the automated Televox made a courtesy call at 4:06 PM and documented the call was not answered. The customer was quoted $291.68 to reconnect service. This amount includes $126.68 past due amount, $20.00 collection fee, $40.00 reconnect fee and $105.00 deposit. On 03/17/14, payment was received for $300.00 and the reconnect order was scheduled for 03/18/14. The reconnect order was executed on 03/18/14, and the gas service was restored. Since this occurrence, we have updated the customer's phone number as well as email address. In addition, the customer has been signed up for Bill Reminders. Please understand that CenterPoint Energy's invoice is a notification that a bill is due. As 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 payment. CenterPoint Energy relies on the United States Postal Service to deliver the bills. The bills are mailed out every month around the same time. We confirmed the invoices for *** ****** are being mailed to the above premise address. We regret the customer did not receive their invoice; we have no knowledge that a customer has not received an invoice unless they contact us. We 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 service. We 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 $60.00 as they are warranted and do apply. We have agreed to waive the $105.00 deposit as a courtesy, in which the deposit is the greater amount. However, should service be disconnected for non-payment in the future, a deposit will be required, we are confident this will not be the case. Since 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 property. Therefore, 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 matter. We value Ms. ****** as our customer and we look forward to serving him better in the future. Respectfully, **************** CenterPoint Energy

4/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have contacted CenterPoint Energy to seek reimbursement of funds that was accidentally paid to them and they have failed to pay back the funds. I was a previous customer of Centerpoint Energy when I lived in MN (now live in IL). In late November, I accidentally sent a payment to Centerpoint Energy via my electronic bill pay through my checking account at Busey Bank. This payment was intended for my current utility company in IL and was sent to them in error as I no longer live in MN at the address that was utilized for my account with Centerpoint. My previous address in MN was as follows: XXXXX ******** ***** *** ****** ******* ** XXXXX Account Number: XXXXXXX-X Payment Amount: $75.20 I was told to fax them proof of this payment from my checking account and have already done this with no response. I completed their request almost a month ago with no response and I am very frustrated. It is unbelievable to me that they take my money, cash the check, and then I have to prove to them that they made a mistake. They should not have cashed the check in the first place. They have failed to respond in a timely manner and I need your help in resolving this issue.

Desired Settlement: I want my $75.20 that was paid them by mistake back on 12/2/2013.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ April 2, 2014 **** ****** **** ***** ** ******* ** XXXXX-XXXX Dear *** ******: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the payment issue you experienced in December 2013. As you note, you were a customer of CenterPoint Energy at XXXXX ******** ** ** **** *, ************ until November 4, 2012. Your account was paid in full on December 5, 2012. however, please note that the last payment posted to your account was made on July 30, 2013, in the amount of $127.21. Presumably, that payment was made in error, as your account had no outstanding balance at that time. That payment was refunded to you on July 31, 2013, and the refund check was cashed on August 9, 2013. Your complaint states that you mistakenly submitted another payment to CenterPoint Energy in the amount of $72.50 on December 2, 2013. however, unlike the payment you made in July 2013, this payment does not appear on your account. Because this payment was not made to your account, CenterPoint Energy's cashiering department requires specific payment information to locate the payment. Previously, you submitted a copy of your bank statement which only showed that a payment of $72.50 was made to "CENTERPOINT E**R BILL PAYMT," which is not sufficient information to find and refund the payment. In order to locate and refund your payment, CenterPoint Energy needs the transaction number and reference ID of the payment itself. This information can be obtained from your bank. Please also note that CenterPoint Energy receives thousands of payments per day, so this information is necessary to identify (and refund) the payment that you submitted. I apologize for any inconvenience you have experienced in resolving this issue. Please contact me with the above information or if you have any further questions. Sincerely, ***** * Customer Service CenterPoint Energy XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2014/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I request that this complaint not be closed. I understand you get many payments, but that is not my problem or an excuse. Great organizations look at things from the customer's perspective... So, my perspective is that I paid you, you cashed my check, and now you have no idea where the money is... I showed you on my statement where it is, and you still don't think that is good enough!? This is so frustrating. Why would I lie to you about this?! You need to do what is right and not make me jump through hoops to resolve this issue. Refund my money. Final Business Response /* (4000, 9, 2014/04/18) */ April 18, 2014 **** ****** **** ***** ** ******* ** XXXXX-XXXX Dear *** ******: This letter responds to your second complaint to the Better Business Bureau (BBB) of Minnesota regarding the missing payment you submitted in December 2013. As noted in our previous correspondence, CenterPoint Energy requires specific information to locate and refund the payment you made on December 2, 2013. Because the payment was not made to your account, we need the payment's reference ID and transaction number to locate it. Please note that this requirement is not a matter of company policy. This information is needed to determine where your payment was applied so that it may be refunded to you. Again, I apologize for any inconvenience this has caused. Sincerely, ***** H Customer Services CenterPoint Energy XXX-XXX-XXXX

4/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: CenterPoint has consistently overcharged me starting July, 2013. They said they have not been doing so. I believe I have photos to prove it. I changed my address and transferred service with CenterPoint Energy. When I got my bill it was for over $400.00. I complained and they adjusted it to $47.00, which was for June. I didn't have the heat on nor did I use the oven or dryer any more than I did in the months following or the months previous yet is was higher. When I looked at my bill usage I can see the error month after month starting in July. If one uses simple math and goes from meter reading to meter reading down the line, the number of thermos used starting in July do not match up. For instance, when they put the new meter in in July it says I used 48 thermos when in fat you can see I only used 5. On July 5th the meter read 5 and on August 6th it read 40. That means that there were 35 thermos used and yet they have that I used 40. On September 5th the meter read 75, if we deduct 40 from the previous reading, we get 35 and yet again they have 40 thermos. In October, the meter read 109, deducting the previous reading of 75 that would equal 34 thermos used. November's meter reading says 171. Deduct the number from October and you get 62 thermos. They have me down for 71 thermos. I have spent numerous hours on the phone either on hold or with a person who sees nothing wrong. I emailed them and got a response that said they looked into it and that it looked accurate. I do not want to spend any more time on this. Thank you BBB.

Desired Settlement: I am seeking a refund and also a resolution so that I do not have to spend any more time on this. I wonder how many people this is happening to and who aren't aware. I want a written apology from the company that also tell me what went wrong.

Business Response: Initial Business Response /* (1000, 5, 2014/04/07) */ April 7, 2014 ******* ****** XXXX Xth ** ** ************ ** XXXXX Dear Ms. ******: This letter responds to your complaint to the Better Business Bureau (BBB) in which you claim that CenterPoint Energy is overcharging you for gas used at XXXX Xth ** ** *** ************ 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 ******* 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, ******* ** ******** ******** 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 ******* ****** XXXX Xth ** ** ************ ** XXXXX Dear Ms. ******: This letter responds to your continued complaint to the Better Business Bureau (BBB) in which you claim that CenterPoint Energy is overcharging you for gas used at XXXX Xth ** ** *** 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, ******* A. Customer Services CenterPoint Energy XXX-XXX-XXXX

4/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: We have been getting a high bill exceeding $300 for over 4 months. For the last 4 months (since we have switched to Reliant) we have been getting an electric bill exceeding $300. We have contacted them several times regarding this issue. We had them come out and check the meter in January as well. We were told they would be calling us to make an appointment to check the meter. That never happened, we ended up receiving a letter stating that it worked properly. We then went to our management at Easton Parc Apartments to resolve the issue. They hired an Electrician to check the output of our appliances. While checking the appliances he discovered that our output is actually lower than the average apartment renter. He did take photos of what his meter was reading directly from the box in our apartment and what the meter on the building was reading. These did not match up at all. He stated that our meter should be replaced because it was reading at least double what it should. I called Reliant that day to have it replaced. They gave me the number for Oncore, who delivers the electricity. I called them and requested for this service to be done. I was directed to a supervisor who stated that "it just wasn't going to happen". I told him that at this time it was out last option. we were going to have to move otherwise and we were unable to break our lease. He stated "It's just not an option". He stated that the meter was checked in January and was fine so there was no reason to replace it. At this point I don't know what else to do. We have photo and written documentation from the electrician that the meter is faulty. Please help us with this issue.

Desired Settlement: We would love to have the meter replaced and to be refunded our over charged payment for the last 4 months.

Business Response: Initial Business Response /* (1000, 5, 2014/04/07) */ April 7, 2014 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

4/15/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Being over charged. I believe I was over charged on my last billing statement. 31 day billing period from 2/21/2014 - 3/24/2014. This bill is more than last month's bill. I was gone for 8 days total. My heat was turned down to 59 degrees during this time of 2/25 till 3/04. No lights on. Everything turned down or off. I am a one person living in my unit/condo owned by myself. My bills seem quite high regarding I am single and not home that much. My heat is turned down 5 days a week to 60 degrees. Therefore not using much electricity, gas, etc. I called CenterPoint and all they are willing to do is have someone come out and read my meter. Which is fair from the start but nothing there after.

Desired Settlement: I would probably like someone in person explain to me my meter readings in such and why my bills are high. I'm sure I am not the only one regarding this issue. And I understand prices go up. I just want to be sure I'm not vulnerble victim I believe is being over charged. Thank you for your time. Sincerely, ***** *****

Business Response: Initial Business Response /* (1000, 5, 2014/04/04) */ April 4, 2013 ***** ***** *** ********* *** *********** ** XXXXX-XXXX Dear Ms. *****: This letter responds to your complaint to the Better Business Bureau (BBB) of Minnesota regarding the amount of your March bill. As your complaint notes, your most recent bill was higher than the preceding bill. However, this was due to multiple reasons which I will explain in further detail. First, the primary reason your bill increased from $83.03 in February to $88.39 in March was due to an increase in the cost of gas. The cost of natural gas in February was $.59 per therm of gas used. However, in March, this increased to $.85 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 customers. This 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 March. You were billed for 93 therms of gas used in February, but only 75 therms in March. Again, 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 cycle. While 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 bills. For example, our Budget Billing Plan (BBP) invoices for the total cost of gas per year, divided over twelve months. Your account is eligible to enroll in the BBP at $35 per month. Please 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 usage. More information is available at: http://www.centerpointenergy.com/services/naturalgas/residential/efficiencyrebatesandprograms/homeenergyaudits/MN/ If you have any further questions regarding this issue, please contact me. Sincerely, ***** H Customer Services CenterPoint Energy XXX-XXX-XXXX

4/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Centerpoint Energy Subs out Winter Construction Charges, our complaint is that they are extremely unreasonable fees charged. Our company has been in business for over 25 years, we are a New Home Builder and have built over 2500 homes much of which is in the Centerpoint Energy service areas. In the winter season of 2012-2013 S W Wold Construction incurred fees of $9,000 for winter fees. In all 24 years previous to this we had NEVER had fees this high and had always built more homes. Being one of the top 25 builders for several years we understand the winter construction fees but Centerpoint energy and/or their subcontractors are Gouging us in fees. In the current winter season Nov. 2013 -2014 we have tried several times to discuss this with someone and feel no one will listen to our complaint we are just ignored. Out of season charges are charged to us even after our application was received by them prior to the cut off date and the company being behind in scheduling out. Frost Burner Charges: (1) The fees charged for this are astronomical due to the equipment and time/effort that is put into the job. (2) The company will come out and set up the frost burner or two burners, they will have a 20 lb propane tank to run them-- which only lasts for 1-2 days at the very most. The burner will go out and no one ever shows up to add propane and restart. 2-3 days later Centerpoint will show up to put in the service. Now understand that they run the burners - they go off so anything they did in cold weather is reversed once the burner goes out. Also, they are notorious for setting the burner up on a Friday and thus are wasting the money as they are not attended for the weekend and Centerpoint does not install regularly on SATURDAYS?? There is no logical plan in the burners being run and Centerpoints schedule to install while the burners were set. The fees are outrageous and also, the invoices that come don't even have a phone number to contact anyone - its like they know that a complaint will come as they are wrongfully invoicing!

Desired Settlement: We are asking that the fees are reviewed and discussed further. We ask that all Frost Burner fees are reversed as they are completely a waste of time, effort and expense as they absolutely do nothing to help the actual install.

Business Response: Initial Business Response /* (1000, 7, 2014/03/21) */ March 20, 2014 ** **** Construction ********************** Ramsey, MN 55303-7206 Dear Mr. ****: This letter responds to your complaint to the Better Business Bureau (BBB) 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 1 through March 31 will incur OSC. And, to avoid OSC assessment, applications must be received by October 15, and the property must meet site-readiness requirements by November 1. CenterPoint Energy regularly checks each construction site to determine when new service installation can begin. Although 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, 2013 Site checked: October 23, 28, November 4, 12, 18, 2013 Site Ready: November 26, 2013 Service installed: December 9, 2013 Note: Used one frost burner for 3 days. *****************, Elk River, MN Application received: October 3, 2013 Site checked: November 5, 2013 Site ready: November 12, 2013 Service installed: December 17, 2013 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, 2013 Site checked: November 11, 18, 20 Site ready: November 26, 2013 *****************, Hanover, MN Application received: October 23, 2013 Site checked: November 13, 19, 26, December 3, 10, 17, 26 Service installed: December 17, 2013 Site ready: January 7, 2014 Note: Used two frost burners for three days. Service installed: January 21, 2014 Note: Used one frost burner for three days. ******************, Buffalo, MN ******************, Elk River, MN Application received: October 31, 2013 Application received: October 17, 2013 Site checked: November 19, 27; December Site checked: December 16, 26, January 7 5, 11, 18 Site ready: January 14, 2014 Site ready: December 26, 2013 Service installed: February 3, 2014 Service Installed: February 3, 2014 Note: Used three frost burners for three days Note: Used one frost burner for three days. *******************, Oak Grove, MN Application received: October 31, 2013 Site checked: November 18, 26; December 2, 10, 17, 23; January 6, 13, 21 Site ready: February 3, 2014 Service installed: February 13, 2014 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 bore. In 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 charges. However, 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 ************

3/31/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Scheduled service to be complete for home appliance. Going on the 3rd appointment to fix manufacturer suggested fix and failure to fix. We have had Home Service Plus (HSP) for going on 3 years. We pay a monthly premium of $41.95/mo. for the total repair plan (supposed to be top notch). Our Wash machine has been giving us problems and was failing to rinse & drain. Coded 5D and F21 were displayed on nearly every attempt to run the machine. Spending some time researching the problem and the possible fixes online quickly pointed to the manufacturer recommending that the discharge pump be replaced. I called HSP on March 18th to make an appointment to fix. I was scheduled at their earliest convenience wish was March 18th between 8-2pm. Having 2 people working during the day, I had to arrange for a family member to be here during the appointment window as we have 2 dogs. The technician, # 0382, Supervisor # 3057, cleaned some debris from the pump and noted "Removed debris from pump, please check pockets before loading washer". He must not have attempted to run even a short cycle because when we tried the washer that evening, it failed with the same code(s) on the first attempt! Again, I called HSP to make another apt because the problem had not been fixed. I was scheduled for another appointment for March 20th 8am-4pm (talk about a time efficient window). I took the day off work to be home for the appointment. When no one had shown all day, I called at 3:45pm to see when they thought they might be out. Come to find out, we were not put on their scheduling system! I expressed my frustration and they said someone would be out still today (March 20th) sometime after 4pm. They didn't have an idea when so we were left to guess and wait--and wonder if they were even going to show up as we were stood up all day earlier during what we thought was our appointment time. Well, I had to leave for my evening work and my girlfriend, who's pregnant, would be coming home at 5:30pm. She goes to bed early around 8-8:30pm. The service tech showed up at 7:58pm to fix our washer--I don't know in what service industry this long appointment window is acceptable but after paying almost 36 months at $41.95, this was not what I expected. So, as I was gone for work when the tech was out for the 2nd time to "fix" the washer, I found out the pump had simply been cleaned again! Really? I specifically asked the tech to PLEASE replace the pump as I am certain it is beyond a cleaning stage. So, I tried the washer the next day (clothes have been piling up now for sure). Washer fails again with the same codes and problems for which we originally called HSP to fix. So, I called again, frustrated but I kept my cool, to let them know the problem was still not fixed. They say OK we can come out Tuesday March 25th 8am-4pm. I suggested they please triple check we are placed in the system and scheduled because of the last mistake made by the scheduling team. So, now going on the 3rd appointment to fix our washer, I certainly hope they decide to actually replace the pump as the manufacturer suggests from the beginning. Nearly $1,510 invested in our service protection program and we are left feeling as victims of an unfulfilled agreement.

Desired Settlement: I have asked for some monthly reimbursement of our $41.95/mo dues which we pay to HSP. Which I think is fair. Actually, I really just want our washer fixed! I don't believe it should take a service program, team or professional business 3 scheduled appointments to properly diagnose and fix a problem such as this. Thank goodness it wasn't -10F in the middle of winter and it was our furnace we needed fixed. I have friends in the appliance and mechanical installation and service industry that said they would be out of a job if they did this to their customer(s). When I pay for a service agreement, it's the service I desire. It's not that I go hunting for refunds of such service--that's why I pay it, is so when something goes wrong, it can be serviced.

Business Response: Initial Business Response /* (1000, 5, 2014/03/27) */ March 27, 2014 ********* ****** XXX XXXth *** ** ****** MN XXXXX-XXXX Dear *** ******: This letter responds to your complaint to the Better Business Bureau of Minnesota regarding repairs to your clothes washer. As noted in your complaint, Home Service Plus made repairs to your washer on four occasions since last year, but you continued to experience issues with the appliance. To resolve these issues, a master technician was dispatched on March 25, 2014. As you suggested, the drain pump required repair, and after completing the repair, our technician conducted several tests, which confirmed that the clothes washer functioned properly. Because you had experienced repeated issues with your appliance, and because you are a valued Home Service Plus customer, our representative agreed to credit the cost of two months of your Home Service Plus Repair Plan. This credit will appear on your next two invoices. In your complaint, you also note that you had "nearly $1,500 invested in our service protection plan," which is true. However, please note that the total cost of repairs to your appliances since May of 2011 (when you signed up for the Repair Plan) is currently $2,299.94. Because your appliance has been repaired, CenterPoint Energy considers this matter resolved. Please contact me if you have any further questions or concerns. Sincerely, ***** H ******** ******* CenterPoint Energy XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2014/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) A master technician came out, listened to what was happening with the washer, researched the codes, replaced the discharge pump and waited for the washer to cycle successfully. So far the tech seems to have fixed the problem. In response to how many times home service plus has serviced out washer, this was not the same washer. This was a washer needing service after we had replaced a washer that HSP had been scheduled to fix a previous year. I don't have control of when my appliance fails or the cost of the appliance failure. That's part of a reason why someone enrolls in one of your programscomfort and peace of mind. So, the total cost to the business resulting in fixing my appliance may be relevant to HSP, but I don't know how I could have changed that. I do believe that if a problem is fixed in one appointment vs three, it has to cost a business less. An attempt to guilt a customer in how much their appliance protection program has cost the business is not a fair judgement of service.

3/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: My account was sent to collections without notice to me. I called to have my name removed from an account 12/19/13. The customer service rep I spoke with did not explain the process to me and said the last billing could be sent to the same billing address I had recently moved from. I explained that my previous roommate was still living in the residence and would be covering the bill. A little over a month later I received a bill at current residence later that was still in my name. I gave it to my previous roommate to cover. In the beginning of March I received a debt collection notice in the mail that was sent on 2/26/14. I called and complained on 3/5/14 and they said my roommate could call and pay the balance in full. She called and the balance was taken care of. Then a week later I received a letter with the date of 3/5/14 saying it was my final notice to pay the same bill for $96.47. This bill should never have been sent to collection without some way of notifying me it was to be sent. I received no notice until after it was sent.

Desired Settlement: I want this debt expunged from my credit report.

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ March 14, 2014 ****** ****** ******************* Minneapolis, MN 55412-1553 Dear Ms. ******: This letter responds to your complaint to the Better Business Bureau of Minnesota regarding the final bill from your previous residence at **************************, Minneapolis, Minnesota. CenterPoint Energy records show that you called to end service at your previous address effective December 19, 2013, resulting in a final balance of $216.32. You then paid $119.85 on December 26, which left an outstanding balance of $96.47, which was due on January 17, 2014. This amount was then forwarded to Diversified Adjustment Services for collection, and you paid the balance in full on March 6, 2014. Your complaint states that you received no notification of the outstanding balance. Although CenterPoint Energy mailed your final invoice, it was sent to the Sheridan Avenue address because no forwarding address had been provided. Your final bill has been paid and your credit score has not been affected. Please contact me if you have any further questions regarding this issue. Sincerely, ******* Customer Services CenterPoint Energy ************

3/26/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Sent to collections before bill was even due My first bill I received from Center Point energy was based on an estimation. I called them back to do a corrected bill. Got corrected bill in and they didn't apply my deposit from my account. I received my final bill in late February with a due date of March 6, 2014. I received a phone call approximately on March 3, 2014 from a collection agency regarding my account from Center Point energy that had been sent to them. Called Center Point and they said it had been sent in error and they would be fixing it. Went online to pay my bill and it says that it is still sent to collections. I had to call the collections agency to set up payments all because Center Point Energy sent my account to the collection agency and the bill wasn't even due yet. I have been on the phone with someone from Center Point every week for 5 weeks straight. This is ridiculous. I was told I was sent to collections based on my first bill that was generated in February. Not the FINAL BILL I received that was due in March.

Desired Settlement: There isn't anything they can do. They have said I'm sorry, but it's in collections. We know its not supposed to be there but too bad.

Business Response: Initial Business Response /* (1000, 5, 2014/03/25) */ In response to the BBB complaint #******** filed by Ms. ********* concerning her final bill going to collections. Please know that we spoke with Ms. ********* and have apologized for her inconvenience. While her bill was under a high bill investigation, the account was not properly coded to avoid the account from going to collections. Ms. ********* was assured that her account will not go to the Credit Bureau providing she pays by the end of the Months. Ms. ********* was very receptive and thanked us for calling. Regards, **************

3/24/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: payment arrangement on my bill. I call in to see how much I had to pay on my bill and the lady told me and that what I payed. I can pay my bill thought the system because it don't recognize my SS# or Account # or home Address #. I don't get a bill in the mail. So my only way to pay my bill is thought the phone and its not working. for someone who get off late how can you go into the store.

Desired Settlement: To honor what they say and to fix there system so I can pay my bill thought the phone. I cant even access the account online.

Business Response: Initial Business Response /* (1000, 5, 2014/03/10) */ This is response to BBB complaint# ******** submitted by ******* ******* regarding the premise location at***************** Shreveport, LA 71108. On 3/3/2014 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 number. She also discussed the level of customer service received when making the report to customer service. We explained we would research all of her concerns and contact her once a resolution was reached. On the same day it was determined the system did recognize the account number however did not recognize the phone number or social security number. This information has been submitted to our research team to resolve this issue. We spoke with Ms. ******* on today, 3/10/2014, and provided that information. It was explained that the issue is being researched however it may took an extended amount of time to resolve. We 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 received. We apologized for any inconvenience these issues may have caused and reassured her that we strive to provide the best customer service. We also committed to submitting these concerns to the management team to discuss with all parties involved. Respectfully, ************** CenterPoint Energy

3/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: HSP techs erroneously diagnosed furnace repair work. Complained to managers, who never call me back, lie & are rude. Furnace stopped working, so I called HSP. A tech came out & told me my heat exchanger was cracked & needed to be replaced. He checked the CO level & said it was unsafe to run. A 2nd tech came out & checked the CO level, also said it was unsafe to run. This was in mid January when actual temps were 20-30 below zero. Centerpoint tried to sell me a new furnace for $2k+. A different company came out & replaced the heat exchanger for $500. They ran the furnace after & the CO was still too high. This tech checked the gas pressure, using the same machine used to test the CO, & discovered that it was set too high. He adjusted it & the CO level dropped to 38, which is a safe level. The heat exchanger wasn't cracked. Centerpoint never bothered to check the gas pressure, which was the real issue. Had they done this, I wouldn't have heated my home with space heaters for 2 days, took time off work for repairs, & spent $500 replacing a part unnecessarily. I called Centerpoint to complain but no one called me back until my 3rd attempt. The woman who called was rude & lied to me repeatedly. I asked to speak to her supervisor several times & was denied over & over. She finally said she'd have her supervisor contact me. That was weeks ago & no one has contacted me. I tried contacting customer service to get contact info for someone to help but no one ever responds with the requested information.

Desired Settlement: I want to be reimbursed for costs incurred from their incorrect diagnosis of my furnace issue, which was $500. I'd also like to be compensated for the cost to heat my home in -20-30 degree weather for 2.5 days, which was unnecessary since the furnace would have run properly if the HSP techs had done a thorough assessment. In addition, I had to take a day & a half off from work, again, which could have been avoided.

Business Response: Initial Business Response /* (1000, 5, 2014/03/11) */ March 11, 2014 ****** ***** ***************** Brooklyn Park, MN 55443-2284 Dear Ms. *****: This letter responds to your complaint to the Better Business Bureau of Minnesota (BBB) 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, ******* Customer Services CenterPoint Energy ************ 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 **************, 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 BBB 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. *****-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, **************, and the emails that followed, so you can see for yourself how completely unprofessional she was towards me. Thank you, ****** ***** ************@yahoo.com Final Business Response /* (4000, 9, 2014/03/24) */ March 24, 2014 ****** ***** ***************** Brooklyn Park, Minnesota 55443-2284 Dear Ms. *****: As you have requested, I will continue further correspondence via email. Thank you, ******* Customer Service CenterPoint Energy ************

3/17/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: They charged us a return check fee as our money market doesn't process electronically. We paid using a check from our money market. Centerpoint submitted the payment electronically and now we find out the bank won't accept it that way. We paid by another means upon getting the notice from Centerpoint, but they charged us $10 and claimed it was "insufficient funds" which is false and defamatory to our credit status. We requested a refund of the $10 plus they change their records to get rid of insufficient funds. They responded stating the bank charge was the "bank's problem" and refused to refund. I do see on the bill where they say they will electronically process checks, but while the language warns about several aspects of this, it DOES NOT say anything about some banks not accepting this type of payment and that Centerpoint will charge you extra if they do not.

Desired Settlement: Refund of $10 and any other charges related to the returned check and elimination of any negative reference on our credit history.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ March 5, 2014 ******* ******* ********************** St. Louis Park, MN 55426-3708 Dear Ms. *******: This letter responds to your complaint to the Better Business Bureau of Minnesota regarding the $10 charge for the payment you submitted on February 7, 2014. As noted in your complaint, your payment of $204.12 was returned by your bank, which incurred a $10 returned payment charge on your CenterPoint Energy account. This 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 account. Your 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 ************

3/10/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: After moving out of a house, I am being referred to a collection agency because of bills I do not recognize and at a house declared vacant. I moved in a house in Coon Rapids (****************) and had my name added to the CenterPoint Energy account (*********)as a third-party move-in. Few days later, i learned the said house had gone into/in foreclosure and was being repossessed by **************. So I moved out and called CenterPoint to remove my name on the account and a letter from CenterPoint dated June 17, 2013 confirming my request was forwarded to my new address by USPS and I never heard of CenterPoint again. Couple of weeks ago I started getting calls from a collection agency and I told them I did not recognize what they were asking and requested details about the bills. I received a "Final Bill" from CenterPoint at my new address with no details whatsoever about the $151.99 they pretend i owe them. So I contacted CenterPoint to try to understand and sort out what was going on and to my surprise, I was told by the agent on the phone that the disconnection was cancelled at my request on the phone. I told them it was not me and told them nobody had my information but everyone in the house (3 females and 1 male - me) knew the account number and the name on the account because we all had access to utilities bills. She said it's not CenterPoint energy problem and that i would be held responsible for the bills on that property until i find the owner and have the said owner sign a letter or something stating they are the owner and will pay the bill!!! The documents I have in my possession so far are: - The lease in my new apartment with the move-in date (June 7, 2013) - A letter from Xcel Energy with the activation date of services at my new apartment (June 7, 2013) - A receipt from a U-haul truck rental (June 7, 2013) - A copy of a notice to vacate that was left at the property on June 16, 2013 by Safeguard that list ************** bank as the property owner - A listing from Anoka County Property Information clearly listing the property owner as JPMorgan and accessible online at https://prtinfo.co.anoka.mn.us/%28z5ctr255tddk1p3gjieush45%29/result.aspx And worst of worst, the collection company have been calling me ever since at all kind of undue hours and days of the week, and threatening me of "action". Any attempt to talk to someone else than an operator at CenterPoint to have this investigated failed so far and I don't know what else to do to sort this out...

Desired Settlement: I would like CenterPoint to please look into this matter and contact the property owner to get their money and prevent the collection agency from contacting me.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ February 25, 2014 ************** **************** Coon Rapids, MN 55448-4410 Dear Regis: This letter responds to your complaint to the Better Business Bureau (BBB) regarding disputed charges at ***************** Coon Rapids, Minnesota. CenterPoint Energy began invoicing you for gas service at the above address on June 17, 2013, as your name was given as the responsible party by the former property owner. We spoke with you on that date, at which point you stated that you were not responsible for the gas service. You also requested that the gas meter should be disconnected. However, you then called again on June 20, 2013, to request that we cancel the disconnection process. I have checked company records, which confirm that no mistake was made on CenterPoint Energy's behalf regarding your account. Because you requested that the meter not be disconnected, you continued to be billed until December 15, 2013, which resulted in total charges of $151.99 on your account. Another party then took responsibility for the gas service on December 16, 2013. However, because you did not reside at the property during the time period you were billed for the gas service and should not have been responsible for the accrued balance, I have removed all charges from your account. Your account balance is currently $0. Please contact me if you have any further questions regarding this issue. Sincerely, ******* Customer Service CenterPoint Energy ************

2/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: No notification of having to pay a fee to have a electrician tech come out to unlock my electric breaker. My lights at my home kept acting up and I contacted my apartments front office at ********************** (********************). They requested for me to call Centerpoint to have someone come out to unlock the breaker, so that he can change out the breaker with a new one. So I contacted Centerpoint (per the maintenance at my apartment complex) and asked if I can have someone come out just to unlock my breaker. They said No, that I would have to place an appointment to temporaily disconnect my lights to be able to have someone come out. So I made an appointment with CenterPoint. I then called my primary Provider which is ************, and told them whats going on and they said that I don't need to contact Centerpoint that my maintenance man should be able to get to my breaker. So I cancelled with CenterPoint and then contacted my apartment front office, and they told me YES they do need someone from Centerpoint to come out. So TWICE Ive contacted Centerpoint, to cancel and then reschedule and NOT one time did I hear from a recording nor a customer representative that I will have to pay a $50.00 fee to have someone come out just to unlock my breaker. Once I received my Electric Bill I had a Service Call Fee of $50.00 being charged to my bill. I then contacted Centerpoint and they are very arguementive that there is a recording stating this before I make an appointment. I ok'd, then I contacted them acting like I was going to need someone come out again, and AGAIN I still didn't hear anything about a Service Fee that will be charged to my bill after the appointment has been fulfilled. I asked the customer rep that took my call and asked her when will I hear about the fee that will be charged before I make the appointment with her. She couldn't explain to me why I didn't hear a recording because they never had one. Then she said its a New Fee that they are charging. She then took my name and said she will be filing a dispute because I'm not suppose to be getting charged if I just needed to have my breaker unlocked. She told me that someone should be contacting me in 5 days regarding my dispute. I was contacted my a Mrs. ****** and she left me a message stating that they will NOT be able to dispute the charge because I should of heard the recording and if I have any questions to call the main number. She didn't give me an extension to contact her back so when I tried, No one knew who a ****** was. Very Unprofessional.

Desired Settlement: To dispute or credit the $50.00 charged on my bill that I have already been paid in full.

Business Response: Initial Business Response /* (1000, 5, 2014/01/22) */ This resolution letter is in reference to complaint #: ********. Our records reveal we received a trouble call through our automated system (VRU) on 01/02/2014, at 12:24PM, reporting "lights out" from ************* We traveled to this premise but did not find any problem with our equipment. Our field representative noted "Maintenance department had to rest main breaker; found good voltage at meter". Since we could find nothing wrong with our equipment, we charged a $50.00 service charge per Section 6.1.2.13 of CenterPoint Energy's Tariff for Retail Delivery. Please understand in order to report trouble using the VRU, the caller must have specific information pertaining to the account/address. The VRU can recognize the phone number (*************which is listed on the account) a caller is calling from (like caller ID) if the phone number is already stored on our records. If the phone number is recognized, the VRU asks the caller to verify the first 4 numbers of the street address in order to proceed to report a power outage. If the phone number is not recognized by the system, the caller must enter a social security number, Texas driver's license number, ESI ID, or a phone number in order to proceed to report a problem. If the customer uses a social security number, TDL number, or a phone number to report the issue using the VRU, that information must already be stored in our records. When they enter one of these identifiers, the system searches our records and if it finds a match, it proceeds to the next step. If a match is not made, the caller is informed of such and asked to enter a valid identifier. After successful entry of one of the identifiers, the caller is asked to verify the first four numbers of the street address in order to report the problem. The VRU speaks the 4 numbers based on the record match. If the caller presses 1 to say that it is the correct street numbers, the VRU continues to the next step. A case of trouble is automatically created upon successful completion of all of the steps. The VRU also informs the caller there may be a $50.00 charge if the problem is found to be on the customer's side before the customer starts to interact with the system to report a power outage. Thank you for the opportunity to respond to this inquiry. We are confident that our thorough review of this matter accurately reflects our findings. Unfortunately, based on Section 6.1.2.13 of CenterPoint Energy's Tariff for Retail Delivery, the $50.00 fee which was billed to ************ would not be subject for removal. Respectfully, *************** Executive Administration Office CenterPoint Energy

1/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My complaint is that HSP was slow to respond and slow to resolve service requests, used improperly trained personnel and didn't meet my needs. I've logged two service requests in the past year with Home Service Plus / Centerpoint Energy. First was a issue with my Sub-Zero refrigerator. They responded to that with people who were not factory certified (compromising Sub-Zero's ability to help them) and took three visits to basically leave me where I started (service alert on the fridge). They thought it might be a certain component but they didn't want to replace it due to the cost involved (that part was not covered by the plan I had been paying for). I was frustrated with them and called a certified technician. They fixed it in the first call (costing me more money but resolving the issue). The part needed was actually under warranty from Sub-Zero so no charges would have been incurred on the part had they been able to determine that. I recently had an outage with my oven. At first they wouldn't respond because it was close to Thanksgiving and they were too busy. Then they responded and ordered parts. When they order parts though, they have them sent (without any expedited delivery) to me instead of to them. I then needed to call and re-schedule costing more time. When they finally showed up, it was the wrong part. They ordered again, again shipping to me and making me call to re-schedule a technician, and upon this third visit I had my oven working again (approximately three weeks to resolution). The service is too slow. They don't send people who are trained by the manufacturers. They force the customer to manage the part receipt and re-scheduling of the service and many major parts aren't covered. To me, the "service" they offer is a rip-off under which they make an awful lot of money but provide very little value for it.

Desired Settlement: I don't really need any settlement. I mostly just want to log the complaint for others to know how I feel about the service. If Centerpoint wanted to refund my last two years of HSP fees and pay for the fridge repair ($400) I needed to get done outside the service, that would remove the bad feelings I have and I would no longer feel ripped off.

Business Response: Initial Business Response /* (1000, 5, 2014/01/13) */ January 13, 2014 ****** ********** ***************** Minneapolis, MN 55419-5402 Mr. **********, This letter responds to your complaint to the Better Business Bureau regarding your experience with the Home Service Plus Repair Plan. First, your complaint alleges that "the service is too slow." As a weather-driven business, during times of peak demand, our response time may not meet all customers' expectations. Because we have a limited number of technicians, our workload must be prioritized to respond to emergency situations first, followed by service for customers with no heat. As a general policy, Home Service Plus operates on a 'first come, first served' basis for non-critical appliances. At the time of your request for service on your oven, we could not respond until after Thanksgiving weekend. As you note, we were unable to complete the repair without ordering a replacement part, and you are correct in stating that it was CenterPoint Energy's error in sending the incorrect part for the repair of your oven. However, please note that the total cost of repairs to your oven was $325, although you were only charged for the monthly cost of your Repair Plan. Second, your complaint states that CenterPoint Energy doesn't "send people who are trained by the manufacturers." While this is true, our technicians are trained to diagnose and repair a wide variety of appliances, including the high-end consumer appliances that you own. In this case, although we could diagnose the issue with your refrigerator's sealed system, the manufacturer (Sub-Zero) requires that sealed system repairs be made by its own technicians. As such, the cost of the repair itself had no bearing on our referral to Sub-Zero. And, please note that the cost of our diagnosis totaled $230, and again you were charged only for the monthly cost of the Repair Plan contract. Finally, your Home Service Plus Repair Plan contract was canceled effective December 27, 2013, so you will no longer be billed for the service. The Repair Plan is an annual contract, which requires that customers pay for any covered repairs made in the contract year (less any payments already made) if they wish to cancel before their renewal date. Please note that you were not required to keep the contract through your renewal date (August 2014), nor were you charged for the repairs made. CenterPoint Energy regrets the error caused by the wrong part having been sent to complete your oven repair, as well as the delay in our initial response for that repair. Please accept our apology for any inconvenience you may have experienced for these delays. Sincerely, ******** Customer Service CenterPoint Energy ************

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Center point energy is holding my money hostage.giving me false information that is now affecting my financial livelyhood. I called centerpoint energy in mid oct of 2013 and explained that I would be sending two checks one for gas and 1000 dollar check for a hotwater heater. I was told to put a memo onthe check stating what it was for. I did this and now they are taking money from that thousand dollars as credit to pay my gas bills and refuse to accept proper payment and refuse to allow me to pay off my water heater. The staff have given me wrong iinformation and have been very rude and refuse to let me speak to a supervisor. I want this resolved immediatly.

Desired Settlement: I want these people to move my money to the appropriate payments and I want compensation on any left over fees that tgey have messed up due to theyre lies and rudeness.

Business Response: Initial Business Response /* (1000, 6, 2013/12/03) */ One of our leads spoke with this customer on Monday. She reports that the customer understood how we transferred her payments to pay off her water heater and was happy that her remaining balance owing was less than what she expected. She was more frustrated with her interaction with our reps than anything but reportedly satisfied with our resolution. If you have any further questions concerning her complaint, please let me know.

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: We are being charged a year of back pay(nearly $400) for CenterPoint Energy's mistake. Center Point came to our residence to re-light our gas. When they did they realized that our gas meter was "broken". When they replaced it with a new meter they realized that for the last year the meter had not been reading correctly. They informed us that there were nearly $400 worth of back pay that we owed. We pay our bill on time every month. It is NOT our fault that they did not realize this sooner. Our bill has been raised nearly $100 a month because they thought they were "helping" us by spreading the money they told us we owed throughout a 12 month span. This is absolutely unaccecptable. We should not be penalized due to their mistake. They had 12 months to figure out that there was a problem. We should NOT have to pay this money.

Desired Settlement: Take that money that they put on our bill throughout the next 12 months off of our bill. We should not have to pay that money.

Business Response: Initial Business Response /* (1000, 8, 2013/12/04) */ December 2, 2013 ***** ******* *************** Apple Valley, MN 55124-3128 Dear *****, This letter responds to your complaint to the Better Business Bureau (BBB) regarding the non-registering gas meter at ******************* Apple Valley. CenterPoint Energy first became aware of the issue with the gas meter on October 5, 2013 when our investigation found that the meter had been damaged. Prior to this investigation, you had been billed only for our basic monthly charge, but had not been invoiced any gas consumption. The attached gas consumption history at your property shows that your home used an average of 50 Therms of gas per month from 2007-2011. Although you were not living in the home during this time, this billing history does provide a basis of gas consumption patterns, including the amount of gas necessary to heat the home. Please note that while you were rebilled a total of $481.83, this represents an average of only 43 Therms per month. CenterPoint Energy rebilled your account in full compliance with MN Rule 7820.3900, Subpart 2 (Meter fails to register), which states ''...the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or in the absence of such information, over similar periods of known accurate measurement preceding or subsequent thereto, but in no event shall such charge be for a period longer than one year.'' In compliance with the above Rule, and because the rebilling of your account was an accurate assessment of the amount of gas used during the time your meter was not registering, CenterPoint Energy will not remove the rebilled amount from your account. However, if you wish to further discuss payment arrangements for the estimated portion of your bill, please contact me. Please accept my apology for any inconvenience this may have caused. Sincerely, ******* Customer Services CenterPoint Energy ************ CC: ************* Mediation Coordinator Better Business Bureau

12/13/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Please refer to the below emails and the attachments to get a base line of the original claim filed with CenterPoint Energy. This all happened in Petal, MS 39465. I only spoke over the phone with Mr. **** once, after he called me on 13 November to tell me where and what to email. I repeatedly called him, never reaching him, and he gave his verdict finally today over my voice mail. In addition, when I called back, I got his voicemail again. I left him my work number, but he never called. I left him a new voice note telling him I was not satisfied and would involve the Better Business Bureau, so after he again didn't call back, here we are. Mr. **** informed me via voicemail that he had spoken to ******, the employee who broke my control knob, and said (of course) ****** denied ever having broken it and he simply tried to get it to turn. If the knob was indeed frozen prior to his arrival, then it would fall on me, creating a pre-existing condition, putting me at fault. HOWEVER, ****** denied breaking the knob, which he did. He removed the plastic and tried to turn the knob using a few different wrenches, and stripped the knob beyond any repair. Even if it could have been fixed, at that point, ****** BROKE MY KNOB BEYOND REPAIR CAUSING ME TO HAVE TO REPLACE IT. The decision to replace the unit WAS NOT MY OWN. The plumbers informed me, and Mr. **** during his investigation, that the unit could not be fixed because the unit was 18 years old and they couldn't get a new part for the unit, and that it needed to be replaced.

Desired Settlement: I have Cc'd Mr. **** in the hopes he will reach out to contact me again and get this issue resolved. He has my work number, which is listed below and my personal cell, ************. I have tried my best to remain calm and have at every turn tried to get CenterPoint to understand that I am not trying to take advantage of the company, but they haven't even heard my side of the story beyond these emails. It's been impossible to get them on the phone. I hope you all will assist me in this matter, an issue which happened to me on Veteran's Day, a two-time Veteran. I will raise this issue to the Camp Shelby Public Affairs Office, who I frequently deal with, who will assist me in getting this story to the local media outlets if this does not get resolved. I will also contact SGT **************, who is better known as Congressman *******. I do not see the need for this to even get to your level, but this is the hand they have dealt me. Please contact me if there is anything you need further. Thank you.

Business Response: Initial Business Response /* (1000, 10, 2013/12/06) */ December 6, 2013 ******** ********* ************* Petal, MS 39465 RE: ************* Dear Mr. *********: This letter is in response to your complaint, which was received by CenterPoint Energy on December 5, 2013. As stated in my previous communication regarding your claim for damage to your water heater, my investigation of the incident indicates our technician is not responsible for this damage. Our technician specifically recalls the work he completed at your address on November 11, 2013. He is absolutely certain he did not cause any damage to your hot water heater. His recollection of the incident and statement to me indicate he "...found a preexisting condition which caused the control switch to corrode... preventing the control switch knob from turning... he removed the plastic knob in an attempt to turn the (controller) with pliers... (he further states)... he did not use enough force to cause damage... (he informed homeowner)... would not attempt to turn the knob anymore... (because).. further attempts to turn the knob may result in damage..." In addition the plumber who replaced your water heater confirmed the hot water heater could not be repaired because it was approximately 18 years old. The age of the hot water heater further validates our technician's opinion that corrosion caused the switch to corrode. As previously discussed you stated in the voicemail you left for me on November 21, 2013 at 1:15pm that you attempted to make repairs to the hot water heater prior to calling the plumber. You attempted to make repairs after our technician informed you that further attempts to turn the knob would risk damaging the control switch. Due to the facts stated above I must respectfully stand by my denial of this claim. Sincerely, CenterPoint Energy. Final Consumer Response /* (3000, 13, 2013/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this for the following reasons: 1. The technician DID in fact strip the selection knob, regardless of the corrosion or age of the unit, the heater was in fine working condition prior to his visit. He should have never turned it off AND allowed me the chance to repair the corrosion with a lubricant before attempting to fix it, break it, and now lie about it to me and CenterPoint Energy. 2. Your claims department told me prior to me taking any action to repair the damage done by your serviceman that CenterPoint Energy would honor my claim, to "send us the bill and we'll take care of it, sir." This is the second time your company lied. 3. The customer is always right. I understand a customer could potentially lie and try to take advantage of the company, but you all never gave me a chance, and also flat out called me a liar and on top of that, lied to me. You have all forgotten what customer service means. The customer is who you work for. It is not my privilege to be your customer, it's the other way around. I've been a member of your company for over 5 years and pay annually about $144.00 for your services. That's $720.00. I intend to remain in the area, and if I never stopped using your services and the rate stayed the same, that's $3,600.00, and that's only for 25 years. Lastly, I have already persuaded 9 friends and family to stop using CenterPoint Energy dependent upon the outcome here. That's &36,000.00 over 25 years at the current rate, all because your company wants to deny me around $670.00. Is that sound business? Calling customers liars, lying to them, and forcing them to go to these lengths over something that was YOUR FAULT. What kills me more about this whole situation, is it happened on a cold day in November, Veteran's Day to be precise, to a 2-time Veteran, who fought for your rights and provided your company the freedom to operate in a Capitalistic society. But your choice to repay those who have sacrificed for you and every employee at CenterPoint Energy, is to tell me, "Tough luck, Mr. *********. We don't believe you. Oh, and when we said we'd pay for this, we weren't telling the truth. So no, I do not accept your response, and never will, unless you finally want to do the right and honest thing. V/R, Mr. *********

12/11/2013 Delivery Issues | Read Complaint Details
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Complaint: Replacement plan assistance breach of contract Center Point Energy solicited for consumer to sign up for replacement plan assistance contract. When consumer appliances deemed that they should be replaced and consumer replaced appliances, Center Point Energy denied claim which was clearly in place at time appliances deemed that they should be replace. Appliances were in normal working order at time of commencement of contract acceptance. Homeowner has had Center Point Energy repair plan for 15 yrs and Center Point Energy has repaired appliances and is exactly aware of age, condition, and history of all covered appliances. Previously consumer attempted to contact Center Point Energy and spoke with ******* and ****** to resolve contract dispute but was told there is no appeals process, no alternate dispute resolution process, or any recourse. Was told I would have to handle this dispute legal process. Commencement of contract in July 2013 and appliances deemed needing replacement August 17, 2013

Desired Settlement: Honor Replacement assistance plan re-imbursement for appliances replaced on plan covered appliances.

Business Response: Initial Business Response /* (1000, 5, 2013/11/25) */ Mr *******, This letter responds to your complaint to the Better Business Bureau of Minnesota (BBB) alleging "breach of contract" with CenterPoint Energy's Replacement Assistance Plan (RAP). Your complaint to the BBB claims that your furnace and air conditioner "were in normal working order" at the time of "commencement of contract acceptance." Your complaint to the BBB, however, neglected to mention that, following a service call during the summer of 2012, our service technician recommended to you that your unit be replaced. You also failed to mention to the BBB that we again responded to your request for air conditioning service on July 9, yet didn't enroll in the RAP program until July 15. Your requests for air conditioning service calls last summer (after which we recommended replacement) and on July 9 indicate that, under contract terms, your air conditioner had a pre-existing condition. Contrary to your complaint, your unit was not in "normal working order," the reason why your request for air conditioning replacement assistance was denied. As for your furnace, on August 14, 2013, we responded to your request for service on a noisy blower. Curiously, the copy of our service tech's 'leave-behind' you enclosed with your complaint appears to have been clumsily amended with comments including "repairs exceed value and advised to replace unit" and "unit will need repairs often." Our service tech denies the comments added to his, but did note that he found the blower "working fine" and cleaned the furnace burner and pilot light. Because our tech made no repair to your furnace and discovered nothing that would warrant replacement, we see no need for you to have replaced your furnace. It is for those reasons that, in our letter dated October 25, 2013, we denied your request for replacement assistance for both your furnace and air conditioning unit. If you have any further questions concerning your complaint, please call me at (612)********. Thank you. Sincerely, ************ Customer Services CenterPoint Energy

10/21/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Although I had paid all of the prior bills that were sent to me, Center point, with no warning, is now billing me $169.38 in corrected bills. I had paid all of the bills that Center Point had sent prior to today, and last week our gas was shut off. We came home to find a request to call the company hanging from our doorknob. Someone came to our home near midnight to fix the problem, which they stated was not our fault. Then, this afternoon I found seven bills from Center Point in the mail varying from $0.11 to $169.38. When I called the company, the representative explained that the meter had not been functioning correctly for the past seven months (which I was not aware of), and as they just fixed it, they are estimating what my bills should have been above and beyond what I have been paying. (He also indicated that it was the company's error that seven separate bills were generated.) I was told that the estimate is low considering what the weather was like, as if that should make up for the unexpected nature of these charges. The best that the representative would do is offer to charge me for these new bills over a few months instead of all at once. I do not feel that it is warranted for the company to charge me for past usage that was, erroneously, not billed until now. As the company has stated several times, the issue with their meter was in no way caused by us.

Desired Settlement: Center Point should not charge us for their equipment's error.

Business Response: Initial Business Response /* (1000, 5, 2013/10/07) */ October 7, 2013 Ms ************ ***************** Shakopee, MN 55379 Ms ******, This letter responds to your complaint to the Better Business Bureau of Minnesota regarding estimated bills you received while your meter was not registering your gas usage. Your complaint is correct in that the non-registering meter is not your fault; no one is suggesting otherwise. The meter stopped registering your consumption sometime after the February 5, 2013 meter reading. According to the Rules of our regulating authority, the Minnesota Public Utilities Commission (MPUC), if a meter fails to register or registers intermittently, "the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or in the absence of such information, over similar periods of known accurate measurement . . ." To comply with this Rule, we re-estimated your consumption while the meter was non-registering. To ensure that we've estimated your bills as accurately as possible, (also in compliance with the Rule "over similar periods of known accurate measurement"), I recalculated your bills based upon your own rate of consumption (usage divided by degree days) between September 1, 2012 and February 5, 2013, while the meter was measuring accurately. (SEE ATTACHED) As you can see, our original estimates for the period of time your meter was not registering are 24 therms lower and $16.15 less than what your bills would have been, based on your own, established rate of consumption from September 1, 2012 to February 5, 2013. You complain that you were "not aware of" the fact that the meter was not functioning for the past seven months. Yet, for each and every one of those seven months, you received (and paid) monthly bills for zero consumption and minimum charge ($8-$8.55) for service from February 5 forward. One might suggest that, even if you were unaware the meter wasn't working, you should have been aware that you cannot heat your home for $8 a month, particularly in February and March after your December and January bills were both more than $70. Had you brought this to our attention earlier, we could have made the correction sooner. Your complaint asserts that you "do not feel that it is warranted for the company to charge me for past usage that was, erroneously, not billed until now." If not now, when do you feel it's warranted for you to be billed for service you used that went unregistered by the faulty meter? I think you'll understand and agree that you used service between February and September. It's our responsibility to ensure that the bill you receive for the period of time a meter is non-registering is estimated as accurately as possible, which is exactly what we've done. Contrary to your desired resolution, you are not being charged for our equipment's error - you are being charged for an estimate of what you used while the meter was not working. We're sorry for the circumstances that led to your complaint. If you have any further questions, please call me at (612)********. Thank you. Sincerely, ************ Customer Services CenterPoint Energy

10/15/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Centerpoint Energy made a mistake, now my water heater is "dangerous" and they will not do anything about it to make me whole. We are selling our house. It closes next week. We signed a lease agmt and I called to start service at the new location. Centerpoint turned off my gas service at my current home. Which left us with no heat or hot water overnight. I called the next day to see what the issue was. After they reviewed my call and told me they would reinstate my service as I did not state ot turn it off, I get a call from the tech who wentt ot turn the valve on at my house that my water heater was unstable and emitting dangerous volumes of carbon monoxide; that we should contact a professional. I called centerpoint to see if they could do anything to help us as they made the mistake in turning our gas off resulting in now our water heater being dangerous. Our water heater was working just fine before the shut off. It was looked at by the buyer's inspector and we have a C.Monoxide detector within 10 feet of the water heater. Centerpoint stated that shutting off the gas would not cause my current problem. I understand that, but if the gas was not shut off, I wouldn't be having this issue now. They did not offer anything but to have another tech come to verify that the water heater is not working. I don't feel that I should have to pay for any service costs to fix the water heater. The fact was that it was working before the shut off. 1 day later, the water heater is now dangerous. The issue resulted from Centerpoint turning my gas off in error. If that did not happen I would not be in this situation and I would not have to pay for any service fees.

Desired Settlement: Centerpoint Energy should be responsible and restore my water heater to it's working state.

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Ms *********, This letter responds to your complaint to the Better Business Bureau of Minnesota (BBB) regarding our service call for your water heater. While CenterPoint Energy acknowledges that your complaint is correct in that we turned off gas service to your previous address in error, turning the gas off and back on cannot cause an appliance such as your water heater to burn improperly - the most likely causes are dirty burners and/or baffles. The high carbon monoxide (CO) levels would have gone undetected by a carbon monoxide detector in your home because it was venting outside. Our service technician found that CO levels within your water heater exceeded our specifications; we cannot speculate as to what the home inspector checked or did not check. It is, however, fortunate that the high CO levels were discovered so the problem could be rectified before venting problems occurred, which could have allowed the high CO levels to infiltrate into your home. The first thing we'd recommend is a thorough cleaning. Our standard time and materials (T&M) rate if $95 for the service call, then $25 per 15-minute increment after the first half-hour. Any parts necessary would be extra. In summary, CenterPoint Energy declines responsibility for your water heater making carbon monoxide. As stated earlier, the elevated levels of CO in your water heater was more than likely caused by dirty burners or baffles and not by turning the gas off and on. If you have any further questions concerning your complaint, please call *************** at (763)754-4141. Thank you. Sincerely, ************ Customer Services CenterPoint Energy

10/8/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: In 2010 my central air conditioner wouldn't function and since I have Service Plus I called them. The serviceman that came out told me he couldn't find what was wrong with my unit. My option, according to him, was to have a specialist come out to check it with a certain type of machine. However, this was not part of the Service Plus contract and would be very expensive and there would be no guarantee he would find the problem. But I would have had to pay for the service anyway regardless. Bowing to his expertise I opted to replace the unit. In hindsight, I think I was sold a bill of goods and foolishly took one mans Word. So in 2010 I had a new Ruud unit installed which carried a 5 year warrantee. On June 13, 2013 I turned the air on and nothing. Once again I called Service Plus. This time the service man told me that the unit was corroded because of dog urine. I have had dogs since 1968 no mention of them harming the unit was ever mentioned and I doubt they could aim that high. Once again I took his word and agreed to have the new part installed again at my expense and again it would be expensive. But of course I had no choice, I'm 82 years old have heart problems and COPD. I cannot tolerate the heat and humidity - I can't breathe. And it was 90 degrees with a high humidity. So of course I OK'd ordering the part and having it installed. The alternative was possible hospitalization or death. First call Was on Friday - June 13th, the part was to be installed on Monday June 15th. On Monday alter sitting all day in the heat Waiting for UPS to deliver the part I received a call from Service Plus that there was no part to be found in the continental United States. They would have to contact Ruuds manufacturing plant in Mexico to try to locate this particular part. If there are no parts in all of the United States it would indicate that this part has to be replaced a lot since their inventory is so depleted! Meanwhile I am confined to sitting in a chair with a fan blowing on me to survive. My daughter called Service Plus and talked to a supervisor her response was "Oh Well." I have a quarter inch thick stack of notes from all the phone calls, with no attempt on the part of Service Plus to alleviate the situation. On July 8th the part was delivered and as instructed I contacted Service Plus to schedule the repair. I was told that someone would be out that day but could be as late as 8pm. Since I had waited almost a full month to have this repair done was glad to have it fixed. Then at around 5pm that same day I was called by Service Plus and was told the computer 'screwed up' and that they would not be out to repair until the next day. On July 9th the unit was FINALLY fixed. I was strung along for almost a month during the hottest weather. I have had Service Plus for many years and have always paid the bill before the due date. After all this I receive the bill: Repair AC $359.60 AC Parts $538.05 Total Due $897.65 This for a unit that still has 2 years left on the Warranty and a month Worth of aggravation.

Desired Settlement: This does not seem fair my Social Security check isn't made to stretch that far. As to Service P1uss response to the cost of the repair Contact the manufacturer. I did not buy this unit from the manufacturer I bought it from CenterPointe Energy shouldn't you stand behind what you sell?

Business Response: Initial Business Response /* (1000, 8, 2013/09/26) */ Ms *****'s original complaint came in a letter dated August 27 to our executive office in Houston. We received it September 11, on which date our Area Manager spoke with her regarding her complaint. Although there was some condenser coil damage resulting from her dog urinating on the unit, he agreed to cover the charges under her a/c equipment parts and labor warranty, as there were other contributing factors in the unit's failure. Also, since it was clear to him that she didn't receive the courteous treatment for which Home Service Plus is known, the factored that into covering the charges under her equipment warranty. As a result of their conversation, his apology and crediting related charges as warranty, Ms ***** is reportedly now satisfied with our resolution. The total charge to be credited is $673.24, the figure she quotes in her complaint and the amount our tech wrote on the service leave-behind. If you have any further questions regarding her complaint, please let me know. -****

10/8/2013 Advertising/Sales Issues
10/7/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: A worker replaced the gas meter and refused to turn the gas back on; when I called, they told me someone would come back and they did not. Date of "service": 9/9/13 A Centerpoint contractor, who did not identify himself, showed up at my home when I was out and replaced the meter. I came home while he was getting into his truck. He "shooed" me out of the driveway and said he had somewhere to go. When I got to the front door, I found a yellow card that said my gas had been turned off and I needed to call Centerpoint to have it turned back on, and my pilot lights relit. I called the number and complained that the guy should have turned it back on when I came home as he was finishing up. They agreed and said they would send someone out that night to turn it back on. No one ever came. I doubt the guy even meant it when he said he was sending someone. Now I will be without gas for more than 24 hours, because they won't give me a window of time less than four hours, and I have kids to take to and from school. I don't have a four hour window. I was never notified this service was going to take place, and now I can't cook or do laundry for a day because some guy was too lazy to walk over to the meter and turn the gas back on. I have four sons who need to eat and who need their clothes washed, and didn't really care if I had a new meter or not, especially when it wasn't taking my needs or schedule into consideration. We are still customers, and should be treated with more respect.

Desired Settlement: I think we deserve at least $50 off of our next bill, just for the time I'm going to need to take off of work and the schedule juggling I need to do to be at my house for four hours so they can turn the gas back on that should have been turned on when the job was done. I also want someone to come out and check the work of the person who installed the meter, since he obviously doesn't take much care with his work.

Business Response: Initial Business Response /* (1000, 8, 2013/09/26) */ Ms ******, This letter responds to your complaint to the Better Business Bureau of Minnesota (BBB) regarding your meter change. Your complaint is correct in that a CenterPoint Energy contractor changed your meter on September 9. According to our investigation of your complaint, he was closing his visit on his computer when you arrived. He explained to you that he'd changed your meter and that the gas was off. When you asked him to restore the service, he explained to you that he could not because he didn't have the keys to unlock the meter once it had been locked. He advised you that he had other appointments scheduled, but before leaving, asked you to call the phone number on the card he'd left and we'd return to unlock the meter and relight your appliances. As for your claim that our contractor "did not identify himself," our employee had signs on his truck and was wearing both a badge and a CenterPoint Energy vest. You further complain that our contractor asked "if he could use the hedge trimmers," which you found odd because you claim "there are no hedges around the meter." Our subsequent visit found the meter behind several overgrown bushes and stinging nettles. Our employee was equipped with his own hedge clippers and denies asking to borrow any. Again, our employee who changed your meter could not restore your service because he did not have keys to unlock the meter once it had been changed and locked. Despite the inconsistencies in your complaint, we acknowledge that we should not have told you that the tech who changed your meter should have restored your service and that we were unable to restore your service sooner. For that reason, please accept the enclosed $*********** gift card as a gesture of good will. If you have any further questions, please call ************* at (612)********* Thank you. Sincerely, ************ Customer Services CenterPoint Energy

9/24/2013 Delivery Issues | Read Complaint Details
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Complaint: I have the Replacement Assistance program and replaced my air conditioner after the coverage took effect. They are refusing to honor the contract. I signed up for CenterPoint's Appliance Replacement assistance when I received the postcard on 8/9. This is when the program was first rolled out so there was no earlier opportunity to sign up. This date coincided with a repair date I had for my air conditioner for the same date. When the technician left my air conditioner was working perfectly and continued to do so until 8/26.He made no indication at that time that my air conditioner was beyond repair or had any other problems than being low on coolant which I believe happens throughout the life of an air conditioner. In the interim I had ************* come out to give me an estimate for a new furnace as well as an air conditioner in the event that one or both were nearing the end of their lifespan. I was not planning to purchase either at that time but wanted to know what they were going to cost as both are almost 15 years old and that is getting towards the end of their projected life. My coverage took effect on 8/15 and my air conditioner died again on 8/26. I called to set up an appointment to have it repaired and then contacted ***** in case the unit was in fact dead for good. The technician who arrived on 9/26 said it had frozen up and turned it off to let it thaw. I mentioned that I had the replacement plan so perhaps I just needed a new one and he said the unit was not eligible as they had filled the coolant before and the plan did not cover preexisting conditions. I told him I had never read anything to that effect and double checked the terms and conditions which only state the appliance has to be in working condition when the coverage takes affect. I had no reason to believe the air conditioner would not last several more years but it unfortunately died again 8/26. The technician who came that time said if the coolant was going that quickly it probably could not be fixed and as we are in the middle of a heat wave we decided to replace it. We purchased a unit from CenterPOint for $3800 expecting a $1300 rebate check as per our contracted agreement but I have only been told we are out of luck as they worked on it prior to coverage taking effect. As I have said to them when the technician worked on it and left we had no reason to believe it was anything but a routine maintenance issue.We would like our check and if they want to use terms like Pre-existing conditions as an excuse not to pay that better be clearly spelled out in the terms and conditions, which it is not. I have no problems understanding the terms and conditions of this agreement and the fact is that there is no language in the agreement to suggest we would not have been covered.

Desired Settlement: I want my replacement assistance check for $1300. I signed the agreement in good faith and it may be unfortunate timing for them but that does not make my claim any less valid.

Business Response: Initial Business Response /* (1000, 8, 2013/09/18) */ Ms *********, This letter responds to your complaint to the Better Business Bureau of Minnesota (BBB) regarding your enrollment in CenterPoint Energy's Appliance Replacement Assistance Program (RAP). Your complaint is correct in that, on August 8, 2013, you requested a service call because your air conditioning unit was not cooling. Our Home Service Plus (HSP) Repair Plan technician who responded to your call found the unit low on charge, cleaned the filter, washed the coil and added two pounds of Freon. On August 26, we again responded to your request for service for the same problem. Our technician noted that your unit had frozen up and advised you that our tech who responded to your August 8 service call charged your air conditioning unit with two pounds of Freon and recommended that your unit needed to be replaced. According to his notes, he also advised you that, although you'd enrolled in our RAP program on August 15, our August 8 service call determined that your unit had a pre-existing condition, which would disqualify you from receiving replacement assistance through the program. Later on August 26, we dispatched another tech to your home, who added an additional two pounds of Freon and again advised you that your unit needed to be replaced. Your air conditioning system is a sealed system. The two pounds of Freon we added on August 8 indicated a leak in the sealed system. Because our August 8 service call identified a pre-existing condition with your air conditioning unit prior to your August 9 enrollment in our appliance Replacement Assistance Program, CenterPoint Energy respectfully declines your request for RAP program coverage. If you have any further questions concerning your complaint, please call Kevin Joyce at (612)********. Thank you. Sincerely, ************ Customer Services CenterPoint Energy Final Consumer Response /* (3000, 10, 2013/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have explained several times now there is nothing stated in any of the terms and conditions that mentions anything about pre-existing conditions. It simply states the appliance must be in working order at the time coverage begins. Just because you put coolant in a air conditioner does not necessarily mean it needs to be replaced. A slow leak can take years to manifest itself. There was no mention of an uncorrectable problem until the 26th when the unit needed coolant again. You have absolutely no ground to dispute my claim as your own terms statement never mentions pre-existing conditions. As I have you repair plan as well you are either not fixing the unit as contracted or reneging on the contracted rebate for replacing the unit. You decide which contract you are breaking because you are definitely working me over one way or another. If your idea of repairing an air conditioner is to just continually add 2 lbs of coolant I am sure the EPA would be very interested in that as well. Read your own terms - if you can find anything in reference to pre-existing conditions I will drop the matter. As I have said previously we have always been happy with our service from your company and signed up for the replacement assistance program as soon as it was offered. The technician who came on 8/8 never said the unit needed to be replaced and I have the documentation from the visit as do you. He suggested it may be reaching the end of its lifespan as it is almost 15 years old but never said I needed a new one and mine was not serviceable. Please stop trying to find a reason you should not pay me - we have always paid you faithfully and purchased our appliances from you. Unless you can show documentation of the pre-existing condition exception you keep throwing out please hold up your end of the contract and send me my check for $1300 or just take it off of the $3800 I paid you for the new air conditioner. Final Business Response /* (4000, 12, 2013/09/24) */ This letter responds to your most recent complaint to the Better Business Bureau of Minnesota (BBB) regarding your enrollment in CenterPoint Energy's Appliance Replacement Assistance Program (RAP). As mentioned in response to your previous complaint, on August 8, 2013, we responded to your request for service for your air conditioning unit, which was not cooling. On that date, we added two pounds of Freon, indicating the presence of a leak in your system, a pre-existing condition. We did not, however, correct the underlying condition that caused your air conditioning unit to fail. On August 15, your Program coverage took effect. Again, under the terms of your Repair Plan, we did make a proper repair attempt on August 8; the "pre-existing condition" to which we refer is just another way of saying that equipment must be in good working order at the time of RAP program enrollment. Your air conditioning unit was not, the reason why we again decline your request. If you have any further questions concerning your request, please call Kevin Joyce at (612)********. Thank you. Sincerely, ************ Customer Services CenterPoint Energy

9/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Center Point Energy "estimated" our bill due to their equipment failure. On 19 August I received 3 bills for $847.29 and a letter stating "You have received or will receive shortly an invoice for the corrected volume. This correction was required because of a malfunctioning device." I called the customer service department and was told that the company has to recoup their losses so in order to do so they estimated our gas usage based off of previous years. I explained to the "supervisor" that I spoke to that I have only lived here since November of 2011 and that if the meter has been malfunctioning since then that their use of other history prior to that date is inaccurate. I was also told that nothing Center Point is doing is illegal. I was also told I needed to prove to Center Point that in order to change the bill amount that I needed to prove that I have made changes with receipts and prove that my household is smaller than the "average" household.

Desired Settlement: Center Point must remedy their calculations and a letter of apology.

Business Response: Initial Business Response /* (1000, 10, 2013/09/09) */ Mr ******, This letter responds to your August 21 complaint to the Better Business Bureau of Minnesota (BBB) regarding estimated bills for the period of time your meter was non-registering. As you know, the meter stopped registering your gas consumption sometime after the August 2, 2012 meter reading. Minnesota Administrative Rule 7820.3900 (Inaccurate Meters), subpart 2 (Meter fails to register or registers intermittently) allows that, if a meter is found to be non-registering, "the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or in the absence of such information, over similar periods of known accurate measurement . . . " To comply with this Rule, ("over similar periods of known accurate measurement") I've re-estimated your consumption for the period of time your meter was non-registering based upon your own actual rate of consumption from December 14, 2011 until the meter stopped working in August, 2012. (Heating degree days measure how much artificial heat is necessary to raise interior temperatures to 65 degrees from average daily outdoor temperature (example: low of 15 degrees, high of 35 degrees, average daily temperature 25 degrees which, deducted from 65 degrees equals 40 degree days for that day.) Degree days listed below are an accumulation of daily degree days for the entire billing period; the more degree days, the colder the billing period, which enables us to accurately compare the relative severity of the weather between billing periods and estimate your consumption by multiplying your therms per degree day (Th/DD) by the number of degree days in a specific billing period. I've divided your total heating consumption from December 14, 2011 through May 31, 2012 (665 therms) by the total degree days for that period (4026), resulting in a heat factor (rate of consumption per degree day) of .165176. To ensure that your estimates are as accurate as possible (and based on your own rate of consumption, rather than "previous years") I then applied your rate of consumption per degree day (.165176) to the number of degree days in each billing period while you meter was not registering. You'll notice that our original estimate for the period your meter was not registering was 97 therms and $74.61 less than my estimate, which was based on your own rate of consumption from December, 2011 to August, 2012; contrary to your complaint, we used no "other history prior to that date." Your complaint claims that you were told you "needed to prove to Center Point that in order to change the bill amount that (you) needed to prove that (you) have made changes with receipts and prove that (your) household is smaller than the 'average' household." During our August 19 conversation with you, we explained to you how we calculated the estimates. When you asked that we "alter" our calculations, we asked you to provide receipts for any improvements (new furnace, windows, etc) you'd made since last year, and we'd consider recalculating our estimates. We received none. Unless and until we receive documentation of any changes to your home that would appreciably affect your gas consumption, there is no reason for either a "remedy" of our calculations or the letter of apology you requested. Since this correction covers a twelve-month period, if you'd prefer (as we offered on August 19), we can offer you a payment plan that will spread this out over twelve-months (plus your current bill) or a budget payment plan. If you'd prefer that option, I would encourage you to call our Credit department at (612)********* If you have any further questions, please call me at (612)********. Thank you. Sincerely, ************ Customer Services CenterPoint Energy

9/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Centerpoint energy's home service plus repair service is a complete joke, they do the best they can to get out of making necessary repaurs We recently sold our home at ****************, champlin mn 55316. As a condition of the sales inspection contingency we agreed to have the furnace cleaned and inspected, rather than call Centerpoint because we needed it done soon we called another trusted HVAC tech at quality heat and air conditioning. we honestly felt at the time the furnace did not need to be cleaned and/or check because Centerpoint was out to our home on January 16, 2013 so the furnace should have been in working order but we found that it was not. Our tech from quality determined that the gas valve was bad and that the tech from centerpoint simply adjusted the pressure to make the manifold pressure look good but the supply gas pressure was way out of wack. This is something that the centerpoint tech should have picked up on, and our tech from quality is 100% sure the centerpoint tech did but he chose not to replace the gas valve for some reason, perhaps he already replace a couple of other items and needed to get the heck onto to the next job. Whatever kind of thinking went through the tech's mind was not right and he should hav ecaught the issue and replaced the gas valve when he was at our home. I find it amazing that there is a lack of quality work within the techs that work for centerpoint energy. I had a tech nearly red tag my furnace a few ago on a saturday night because he did not know what he was doing, thankfully that was a more senior master tech on duty that night that repaired my furnace

Desired Settlement: I want centerpoint to reimburse me for the cost of the new gas valve that quality had to install. I will not require them to pay any labor just the cost of the valve which comes to $89.43, this the least centerpoint can do when they offer such poor quality HVAC services

Business Response: Business' Initial Response /* (1000, 8, 2013/09/16) */ Mr *****, This letter responds to your complaint to the Better Business Bureau of Minnesota (BBB) regarding CenterPoint Energy's Home Service Plus (HSP) Repair Plan. According to our records, you've been a Repair Plan customer from 2003 until you moved recently. During that time, we've responded to 14 requests for service or repairs to your furnace and other appliances. Your most recent request for service came last January, when you called with a gas odor complaint. We found the furnace was not working properly, so our technician installed two new parts and repaired the furnace. Considering that there have been no requests for furnace service since, we assume that the repairs we made in January did, in fact, fix the furnace. Your complaint states that you agreed to have the furnace cleaned and inspected prior to selling your Champlin home. The company you hired to inspect the furnace determined that it needed a new gas valve. Rather than contacting HSP to confirm their diagnosis and, if necessary, make the repair, you opted to have Quality replace the gas valve. Based upon our repair history with you, HSP believes that we have fulfilled our contractual obligations to you. And because HSP was involved with neither your most recent furnace repair nor your decision to replace the gas valve, we respectfully decline your request for reimbursement for the cost of the gas valve. If you have any further questions concerning your complaint, please call *********** at (612)********* Thank you. Sincerely, ************* Customer Services CenterPoint Energy Consumer's Final Response /* (3000, 10, 2013/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept your explanation, and still firmly believe that your company is at fault in this situation. It is my desire to see that no one else ever has to go through what I went through. This issue could have been a disaster because your technician failed to replace a failing gas valve and chose to cover it up by playing around with it instead; making one of the valve pressure's look good while the other was way out of whack. Is this the way your technician's do their job? I believe that many of your tech's are incompetent. I chose to use my own technician because the buyers wanted the furnace tuned up something that Centerpoint home service plus does not cover under their HSP agreement with customers anyway. I would have had to wait way too long for centerpoint to do this service, and I would have paid an extravagant price to centerpoint to have them perform this task. The last time I had the furnace tuned up I paid centerpoint to do it, and I vowed to never have them do it ever again. The technician that came spent a total of 5 minutes in my basement performing the so called tune up. What did he do? Nothing! He did not clean it, he did not adjust it, he did nothing, and then he was gone. This gas valve did not just fail, it was failing the last time your technician was out at my home, and he covered it up and chose to walk away from a potentially disastrous situation. It is time for Centerpoint to accept responsibility and pay the cost of the valve I had to have replaced, a valve mind you that should have been replaced anyway by Centerpoint. It is time for Centerpoint to stop placing customers lives in danger and do what needs to be done and stand by the HSP plan customers purchase. Business' Final Response /* (4000, 12, 2013/09/19) */ This letter responds to your most recent complaint to the Better Business Bureau of Minnesota (BBB) regarding your experience with CenterPoint Energy's Home Service Plus (HSP). As stated in our response to your initial complaint, it was your decision to replace the gas valve in question without contacting HSP to confirm Quality's diagnosis and, for that reason we declined to reimburse you for the cost of it. Simply because you disagree with our decision does not make it incorrect. Again, if you have any further questions concerning your complaint, please call *********** at (612)********* Thank you. CenterPoint Energy considers this matter closed. Sincerely, ************* Customer Services CenterPoint Energy

9/10/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Air conditioning went out. Called in on a Monday and was told Thursday was the soonest they could get to us. In my mind 4 days to come and evaluate the problem is way too long. I hired another vendor to do it even tough I had been paying monthly for Home Service Plus. A friend told me Home Service Plus may reimburse me for the expenses. Called in and was told by customer service that they could not because 4-days was considered fast enough. When I asked questions as to what is acceptable and what was not acceptable, they were not able to answer. I asked for a supervisor, they assured me that one would call me. **** at ext 7524 called on 7/30 and informed me that if I submit my invoice, they would pay for charges that they would have covered. $95.00 for the first 1/2 hour, and $25 for every 15 minutes after that. Submitted my invoice and never got a call back. Called **** a second time, and was told they were not going to cover anything, asked again to speak to a supervisor, and was told one would call me. Called **** a third time and asked to speak to a supervisor and was told one would call me. Called **** a fourth time and asked to speak to a supervisor and was told one would call me. Called **** a fifth time and asked to speak to a supervisor. She physically tried to track 1 of the 2 down, but they both must have been at lunch. Called **** 8/21 to cancel home service plus on all 6 properties we own. She was unavailable so I left a message and am waiting for a return call.

Desired Settlement: I would like a full refund for all annual fees paid for Home Service Plus for the past year on all 6 of my properties. Your service is of no value when I cannot talk to anybody that can answer my questions.

Business Response: Business' Initial Response /* (1000, 8, 2013/09/09) */ Our Home Service Plus (HSP) Manager of Sales and Marketing spoke with Mr ********* this morning. As he mentioned in his complaint, when he called on a Monday for air conditioning service, he was told that because of the weather, we couldn't accommodate his request until the following Thursday. HSP management believes that four days is not excessive in terms of a lead time for this type of request and is within our stated internal goal of trying to serve our customers within one to four days of their initial request. On July 21, Mr ********** had another service provider repair his a/c unit at a cost of $325. Typically, we wouldn't authorize repair from another provider if we offered service within a four-day window. And, despite the fact that we believe the other provider overcharged Mr ********** for the service provided, we did agree to pay for the entire $325 invoice he incurred. Although we'd tried several times, without success, to contact him, we also apologized for the communication issues he claimed in his complaint. Mr ********** is reportedly fully satisfied with our resolution and has agreed to remain an HSP Repair Plan customer. If you have any further questions concerning his complaint, please let me know. -**** Consumer's Final Response /* (2000, 10, 2013/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)


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