CenterPoint Energy's Home Service Plus

Keystone Kops approach to customer service. Their culture apparently isn’t conducivevto customer service because theres no accountability. You can never talk to the same person twice and they dont listen to the customer. They just go by whatever the tech wtote in log and say it looks like everything is just fine. No need to follow up. When putting in a claim for eater damage due to bungled repair, and parts not ordered, rescheduled appts, etc. they referred to tech supervisor to follow up. After 3 days I called back. Their response? “We saw a tech was out there, so we figured it was taken care of.

I contacted in October for my annual furnace tune up. The earliest they had was this week! Tyler the technician was polite, thorough. He gets a 5! But the wait time gets a 2! Glad this got done before the cold snap hits this weekend! I had my vents cleaned months ago. Good job there, too.

Have had the Total repair plan for many years. The first several years were great. They showed up on time and provided good service. Quality of service, responsiveness and no-shows have been a huge issue in the last year and a half. Had a furnace outage this weekend and they gave us a 15 hour window and then never showed up so we went another night with below zero temps outside and no heat. A few months ago, a similar situation with our dishwasher. 8 hour window and no show. Then rescheduled it and they said they couldn't take the dishwasher out to do the repair. After I did it 15 minutes after they left, they refused to come back. Ended up with a new dishwasher. complete waste of money. On top of which, their voice activated phone system is awful. Will be canceling my service next week. I only wish there was another option for natural gas.

Do not use home service plus. I had a full maintenance plan for all appliances and got no support. Last summer I needed my AC repaired and after having them look at it I was told they could not fix it due to some sort of fine print in my service package. This fall I attempted to schedule a fall tune up for my furnace with no success. The first appointment time they canceled with no explanation. The second rescheduled appointment I was given a 12 hour window. 10 hours into the appointment window I was sent an email saying it was rescheduled again. I called customer service and they were unable to offer any support aside from giving me the option to reschedule and hope that it was not canceled last minute for the 3rd time. After wasting 2 days of PTO waiting for them to come I canceled my service.

• 1st time AC tune-up was scheduled for 05.02.2022, at CenterPoint' rep’s direction. Service window was set @ 8:00AM – 13:00PM.
• As obligated, we have paid $73.90 for both March & April.
• Service tech was a ‘No call, No show’ on 05.02.2022.
• Concerned, we called in @ approx. 14:47PM. We were assured tech was inbound.
• @ 15:20PM, we received email informing us that we had been unceremoniously rescheduled for 06.15.2022. No bye-your-leave. Nada.
• @ 18:00PM, we registered our disgust with CenterPoint rep Kolaiah, and requested escalation.
• @ 18:21PM, Kolaiah passed us on to HSP rep Shemika, who promised to forward our complaint.
• @ 7:05AM on 05.03.2022, we spoke to Adrian U., and again requested management response.
• It is 05.09.2022 now. No word from CenterPoint or HSP. Not an apology for such shabby treatment of long-term customers.
• HSP & CenterPoint Energy have breached our agreement.
• We will NOT continue to fund such disrespectful disdain.
• We fully intend to recoup our $147.80 paid in thus far.

Consider CAREFULLY before you contract with CenterPoint. HSP's horrible reviews are real.

My furnace went out and after calling I waited all day and well into the night before they were able to get here. They were very busy and my serviceman was putting in 12-14 hours in order to handle all of his calls. He made a temp repair but stated that he had to order some parts and then they would come back and finish the job. After the parts arrived I called to set up a new appointment. Because of the amount of service they were handling I had to wait three or four days. In the meantime the furnace went out again. Within an hour of my call back to them about this I had received two great little space heaters the kept my townhouse comfortable until they came. I requested a morning service as I work afternoons and evenings and although they couldn't promise they were able to arrive in the morning. Within an hour after his arriving the furnace was running again. The servicemen that Service Plus have know what their doing and do their job well. I have been carrying the service plus plan for about 30 years and they have helped me several times with problems. I would not be without it.

I have used this service for many years. I have been satisfied until recently. I had them check out my stove and dishwasher in one visit. Then had to wait for parts. When I rescheduled for installation they came out but told me the parts for my stove had not been ordered. So we waited the 4 hours window and t no parts. He did find them and come back the next morning, a Saturday morning,
Which we appreciated. He could not work on the dishwasher so another appointment was made and another 4 hours of work only to get a call in the last 10 minutes that they were not going to make it. I am currently waiting for the third time my window today was 8-1 it is now 3:36 and I have not heard a thing. This is disappointing. I do understand that it is very cold and furnaces come first if that is what is going on but communication would be appreciated. I did get a call at about 10:10pm
That night to say they were not going to make it. So I now have roughly 18 hrs of wait time invested.

The service is excellent, when they arrive. Their service windows however are a joke. I needed a quick maintenance for a furnace that wasn't working. We were quite uncomfortable in eh house, and the weather was getting colder the next few days. The appointment was made for the following day, the arrival window was 8:00AM to 11:00PM. 15 hours.
In 2021 that's unacceptable. Even the cable company and get their technicians here in a one hour window.

There was no communication about the service call until 30 minutes before the scheduled arrival. IN my case the technician arrived at 9:00PM. Most modern companies will use scheduling software to keep track of their techs and the time they're spending on jobs and updating the times for all the following appointments. Apparently Centrepointe doesn't want to invest in software to help their customers. They don't give a rip. Sadly they're a monopoly so we have no recourse.

Going on day 4 with no hot water. They came out initially w/in 24hrs, fine. Then said they needed a part (it arrived at my doorstep within 2 hrs) when I called to let them know the part was here, they said they couldn’t come back out until the next day. I was told someone would be out between 8am and 4. Not a peep. So I called and was told they’d be out by 8pm. Again nothing. Finally was told they’d be out by 10pm. Not crazy about the late hour but what choice do I have. 10:06 now and no one came, no update, and still no hot water!

Opaque, unable to edit options, except to add services for additional fees. I have two properties within miles of each other and they each have separate plan options and pricing. I would steer clear, just so questionable, why would they make their menu of services and prices impossible to compare?