My complaint:
I signed up for the Home Serve protection through CenterPoint Energy in April of 2022. Now in January of 2023 my neighbor called in a suspicion of a gas leak. When the technician came in and checked, he found that my line from the meter to the house needed to be replaced. I was not worried because i knew that I had taken out the necessary coverage in case of such a need. When I called Home Serve they told me that my policy had not been paid. It actually showed that it had been terminated in September of 2022 for non payment by CenterPoint Energy. I have paid my account late but have never been disconnected. When talking to CenterPoint, they said that when I paid the past due amount that it did not include the Home Serve payment – HOW WOULD I KNOW THAT IF THEY DIDN’T TELL ME. As the payment was supposed to be included in my bill it should have been included in the past due amount – WOULD’NT ANY LOGICAL PERSON COME TO THAT CONCLUSION. Now that I need the service their only response is – so sorry. They are taking no responsibility and now I am left with – NO HEAT, NO HOT WATER, NO WAY TO COOK. But they are so sorry. I just wonder how many other people think they are covered and they really aren’t because of the deceptive billing practice of this company. Times are tough and it isn’t always easy to pay everything on the due date.
I requested to speak to a supervisor and was told that one would call me back by the end of the day. Needless to say – that never happened. Obviously they do not have any consideration for their customers.
They were the ones that did not include the Home Serve premium in my monthly payment – they should make this right.
Suggested solution:
They should cover the repairs since they are the ones that did not include the Home Serve premium in my monthly payment. I thought it was included and that it was being paid, as stipulated when I signed up for the program. I did get correspondence saying that my payment was due; however, I new that it was coming from my monthly payment to CenterPoint Energy and that I had made that payment - so I disregarded the notice. I was NEVER notified by CenterPoint that it had not been included!!!
