CenterPoint Energy's Home Service Plus

We hired HSP install a furnace and AC this past summer. We have had a number of issues from the start. The installer did not complete the job in one day and said that they would come back to finish the job. It took over a month to get them back out after I had to call them to remind them that the job was not completed. Now over this winter we realized that our humidifier is not working properly and that the inducer motor was installed incorrectly with water is leaking from the motor as well. Their mechanic said that was going to order parts right away. I took 3 weeks for the parts to come in, simply because they failed to order them, agsin it took a call from me to make them aware of that the parts were not shipped. Today we were scheduled for the repair (they gave us a window of 8am - 4pm...yes, the whole day) and no one showed up...not even a call. I would suggest using a more reputable company to perform this type of work.

This is a follow up to my original post. The furnace installed a few years back now has a serious safety recall. Home Service Plus refuses to repair it, even though they installed it and that I have paid for a whole home warranty plan with them for years.

I have been home service plus users for a while and really enjoyed the service. I am very happy to meet a female engineer Martha for the first time using the service. She is on time, professional. She is able to diagnose problem with our fridge really quick and she also provided guidance on ordering parts that is not covered by the plan. Thank you so much Martha! And you can be great role model for my daughters as well. Thanks!

It can take awhile to get service but they are very good.

Repair tech was 2.5 hours late (after a 4 hour window expired on a Friday night), abruptly left without explanation.

Had Home Service Plus come out to repair our water heater. Tech came back four times attempting to fix it and replacing the same part each time before telling us it was not repairable and needs to be replaced. Being that the water heater was only four years old I thought it was wasteful to have to replace it so soon. After looking into it a bit I found there was a broken wire leading to the part that the tech continued to replace. I had a replacement wire harness that he left behind but never bothered to install which solved the problem. I'm glad we didn't follow the tech's advice and prematurely replaced the water heater.

Scheduled AC appointment 1.5 weeks out. Day of, our appointment window was 8am-12pm. The service guy kept pushing back our appointment throughout the day, after the service center/call center promising us he was on his way. Didn’t show up until 8:40PM....really glad I took the day off work and cancelled my dinner plans. Then his recommendation was to replace our whole AC unit (it’s only 11 years old.) We got a second opinion from another company and they were able to fix the issue and were very prompt. I would never recommend anyone to use Home Service Plus. It was the worst customer service I’ve experienced in a long time.

These guys used to be really good! But service has tanked in the last 4 to 5 years. Long wait times and can’t fix the issue most of the times. Recently I called to cancel and the rep canceled my account. I then got a bill for over a thousand dollars!!!! I called panicked and they explained that I had before a year end was up!! The rep never mentioned it to me when I called to cancel. I have had them for over 15 years and I did not realize it was a “contract” that was renewed year to year and I could only cancel a certain month of the year. Be careful and evaluate before you sign up. I have to say they were great a few years ago. Not anymore. Be careful of their fine print ( actually no print ha ha) of their cancellation policy.

I am wishing we'd never signed up with CenterPoint Energy Home Service Plus. We scheduled an appointment, at which time I asked the rep I was speaking to if we had the replacement plan (we have a very old fireplace that I knew would need replacing - and that is part of the reason we signed up in the first place). He told me we did, so I went ahead and scheduled the appointment. When the tech arrived - he did a fine job and we have no issues with the service men who came out - he let us know we DON'T have the replacement plan, and thus are ineligible for any payment assistance.

I spoke at length to customer service, and then to a manager, who basically told me that we are S.O.L. and they will do absolutely nothing to try to remedy this. Horrible terrible awful customer service. SO disappointing.

UPDATE: We added the replacement plan. One of the appliances we got fixed recently started doing the same thing we called them about in the first place. I was informed on the phone today that since it was previously known issue, it will NOT be covered under the replacement plan. Also, since we are a week away from the 30-day waiting period, no other issues will be covered either. I swear these people get bonuses based on how much they won't cover.

This seriously is the WORST company. Save your $$ people, find another provider.

So incredibly not happy! Had a tech out to do an annual inspection of our boilers which were working fine. Now, the next day, one of them is not working. Temperature is down to 50 degrees. Called to have someone come out to fix something that was not broken before the tech came. They can't come out for 4 days. Called to complain. They said a supervisor would call me. No call. Not sure this service is worth the money. So disappointed. Be really careful of what you sign up for!

I have had to take off work 3 times now to schedule my annual Furnace Tune Up and still have not had the work done. I had an appointment on 2/26 from 2pm-8pm. They called at 12:30 pm a full 90 minutes early and said I had 30 minutes to get there or they would leave. I rushed across town and got there within 30 minutes only to discover he had already left. It was still 45 minutes before my scheduled appointment time of 2pm-8pm. They were scheduled again on 3/18 from 2pm-8pm. Took time off of work again - they didn't show. Said appointment had been cancelled which was not true. I have had to schedule another appointment on 4/4. I pay over $80 a month for Home Service Plus and I can;t get them to come out as promised. They are costing me income lost every time I have to leave work early to accommodate their schedule. If I could give a lower rating than 1 star I would.