Complaints

This profile includes complaints for Xcel Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Xcel Energy

  1800 Larimer St, Ste 1500 Denver, CO 80202-1408

• 

  Xcel Energy

  550 15th St. 6th Fl. Denver, CO 80202

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022, we purchased a family home in Colorado. The previous owners installed an electric solar power system in 2019, which integrates electric power with Xcel Energy Colorado. I have tried numerous times with Xcel Energy to either enroll, or change over the informed billing program from the previous owner(s) to us. Each attempt has failed, and I have received no response from Xcel Energy regarding my sent emails requesting resolution of this issue. Each time I call Xcel Energy customer support seeking help with this issue, they have been rude, arrogant and condescending, only telling me that I have to contact the Xcel Energy Solar customer support team, which I have done via email on August 9, 2022. Since that date Xcel Energy has not responded to my request for assistance.

  Business Response

  Date: 03/27/2023

  Company records show the customer started ********************** on October 19, 2021.  We have sent the Assignment of Contract to the customers email for his signature.  However, this customer has been receiving the solar benefits from the time service was placed in his name as the attached **** shows.  The customer has a bi-directional net meter that separately measures the energy being pulled into the customers home from the grid and the energy the customers system is pushing out onto the grid.  The customer can see on his bill whether or not hes a net user or net producer where it says on his bill *** Delivered by Xcel Energy and *** Generated by Customer.  One of these two readings will always be zero.  If the customer is a net producer, *** by ********************** will be zero.  If the customer is a net user, *** Generated by Customer will be zero.  Most months the customer has been a net user,but the usage he has been billed for has been low many months because of the production of the system.  The June and July 2022 bills showed net production. 
  

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19586274
  
  I am rejecting this response because: I never received the email that Xcel Energy claims to have sent.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/04/2023

  Company records show the form was sent to the customer's email address on file via sertifi e-signature and the customer has signed it.  It has been sent to Billing and should show up on the next billing cycle.  

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19586274
  
  I am rejecting this response because: I have not had a response from Xcel Energy on resolving my issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/02/2023 - I am a customer of ********************** I have been a customer since July 2022. Since October my bills have doubled. December 14th I decided to get on the program where you pay set amount each month. The amount was set to $****** I've made my payment each month. I noticed my bill was $1,402.00. I was told I was removed from the program because I was 5 days late one time paying the bill. When I join the plain it was never explained if you are 5 days pass the due date I would be kicked off the program. When I call and spoke the rudest customer ********************** representative by the name of ***. She that I could be place back on the program at a double monthly fee. No instead of paying the ****** I am now required to pay $ ******. I have to pay the remaining balance of the$1, ******. My son and I sit in the cold because of the cost of gas and electric is so high. I only use my the gas to cook. My bill shouldn't be $1******. I should be placed back on the same plan that I was on paying the $****** this company is nickeling and diming their customer to death.

  Business Response

  Date: 03/16/2023

  On March 13, 2023, I contacted the customer to discuss her concerns.  She was advised we received a promise to pay for $647.48.  Our records show her electric bill was very high in December.  I offered to test the meter.  She did mention she used a space heater for a little while.  The customer expressed her hardship so I offered to send her information where she could apply for assistance.  She also expressed her experience with our customer ********************** agent.  I advised her I would listen to the call.  I emailed her information on energy assistance.  
  
  Our records show an electric meter test was requested on March 13, 2023.  A meter test was completed on March 15, 2023,and found the meter to be within the Commission standards of +/- 2%.  The meter tested at ******% on the full load and ******% on the light load.  A copy of the meter test results is attached for your review.
  
  On March 16, 2023, I contacted the customer to advise her of the meter test results.  We also discussed programs available to apply for additional help.  I will follow up with her on March 30, 2023 to check if she still wants or needs to set an arrangement.  I have placed a hold until March 31, 2023, to allow time to apply for assistance and follow up with her.
  
  Xcel Energy is committed to providing quality customer **********************, and we work diligently towards customer resolution and satisfaction. We appreciate it when our customers inform us of receiving less than quality service. Her concerns will be forwarded to the appropriate management for review and internal handling.
  
  Thank you.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/7/2022 *************** completed the install of our solar panels and 11/11/2022 completed the main panel upgrade. We paid $40,000 to have these installed on our roof with the hopes of decreasing our environmental impact AND saving money on our energy bill. It is now beginning of March 2023 and Xcel has not connected our solar panels. Not only have they not connected them, but we don't have a meter attached to our house AND they are continuing to bill us an "estimated" amount each month. What is their incentive to ever attach our solar panels to the grid when they are basically naming a price and we are paying it? How can *************** continue to sell and install solar panels in good faith knowing that Xcel is making no effort to connect them to the grid? At this point the solar panels are merely incredibly expensive roof decoration.Feedback from *************** Photon is still waiting for the review to complete before the net meter can be ordered. The application was submitted back on 9/07 so we are approaching 4 months in the review process at this time in October. Currently we are still waiting for the engineer to complete his portion of the review, which seems to be the main choke point in the review process these days. The engineer review has been pending since 11/22, which isn't abnormal these days, but still frustrating. The rep I just spoke with said she would send another message to the engineer to please complete his portion of the review, as it is past due. Still not quite sure how long that will take, they couldn't tell me. Once the review is complete, we will still have to wait on the actual net meter to be installed, which can take around 20 business days. My Excel Account Number is *********** Photon Brother Contact Details = ***** - ************ or **** - ************ ************* ************ My desired resolution is a credit for electrical services that were estimated during November to when the meter is installed.

  Business Response

  Date: 04/24/2023

  Per discussion with our *****************

  "9/14/22:Application is created.
  9/18/22:Customer plans are uploaded.
  9/21/*********** plans are rejected by the *** team (my team).
  1. DC size on plans does not match the application (plans = 11.2kW DC; application = 10.4kW DC)
  2. Unable to find AC size on plans (application = ***** kW AC). 
  
  Please correct and resubmit for approval once completed. Thanks!
  10/12/22:Revised customer plans are uploaded.
  11/7/22: Plans are submitted to engineering.
  11/22/22:Plans are approved by Area Engineer.
  1/5/23:Rejected by Meter Engineer:
  The line diagram is missing the required fused AC disconnect in-between the line side tap and the ** production meter. The order of equipment from the line side tap needs to be: fused AC disconnects, Xcel ** production meter, AC disconnect, inverter, solar module. Additional disconnects may be placed as needed.
  1/12/23:Revised customer plans are uploaded.
  2/15/************** has been rejected by Meter Engineer:
  This applicaiton has been rejected:
  
  Meter Collar:
  Connections within the meter socket are only allowed utilizing a company approved collar. The one-line needs to clearly document the meter collar manufacture name and model number.
  The applications *** Details section needs to be filled out for the "Meter Collar Equipment" being installed.This should include the manufacture name and model number of the collar
  A customer signed and dated meter collar consent form is required.
  
  3.23.1 Other AC Disconnects shall not be labeled or identified as a Utility AC Disconnect. Label 14 needs to be specific.
  3.23.2 For installations that require a Production Meter, the Utility AC Disconnect shall be located between the *** and production meter. This is labeled incorrectly on the online drawing.
  Site Plan:
  4.4 Building(s) and streets shall be labelled Note: A minimum of one street should be included on the site plan, with the name, distance, and direction to the nearest cross street, if the nearest cross street is not shown
  4.8 24/7 unescorted keyless access shall be provided to all Xcel Energy equipment. The scale is too small to verify the equipment is located on the exterior. Please clarify
  4.10 A separate Detail View or Plan View may be required to clearly show location of meters, main service and AC disconnect,when the site layout is unclear or illegible when printed on an 11x17 sheet
  
  Refer to the Xcel Energy Requirements for *** Application Completeness Review for details.
  2/27/23:Revised customer plans are uploaded.
  2/28/************** has been rejected by Meter Engineer:
  - Meter Collar Equipment information, manufacture name and mode number, on the applications *** Details section is missing.
  - Meter Collar Equipment information, manufacture name and mode number, on the line diagram is missing.
  - A customer signed and dated meter collar consent form is required.

  Per email from 4/14/2023 this issue has been resolved and the customer is operational. 

  In regards to the delayed engineering approval, we apologize for this inconvenience. We are experiencing record-breaking application volumes and are in the middle of changing our review process to better accommodate this increase. While great for solar, we dont have insight into the volumes coming our way and apologize for the impacts its having on you, our customers (and our team while they work tirelessly to keep up). We are also increasing our staff, so help is on the way and you should see increased service levels once theyre on board and trained.
  
  
  Please note: Xcel Energy highly recommends that the system is not installed until the application has passed all engineering screens. Also, this application was rejected three different times in engineering review and we cannot move forward with the process until engineering has completed and passed all reviews."

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xcel Energy must stop harassing and threatening me on my property. Yesterday they did it again--they sent 4 thugs to my backyard and they refused to leave. I had to call the police, who suggested they might be back (I will correct them).If you have a legal right to enter the area you have, and continue to, please explain why. Also, your employees, contractors, or representatives have committed the following: intentionally playing loud music in my backyard; yelling and swearing at me; threatening and actually calling the police because I am in my backyard; and acting in a threatening manner with what I consider dangerous equipment. This is in addition to failing to leave when asked.They are required to access the poles in the nearest manner. They may not walk around them into my yard. The poles and power/utility lines are not on or over my property. The fences in the attached photos are 3 feet from the property line. It is not an easement or public property: crossing it is illegal. Your employees/contractors may walk along it with permission (seemingly not obtained) from the property owners (i.e., my neighbors).Your representative(s) further, lied to me and the police. The apparent supervisor said he "knocked on my door and if you don't answer that is your problem." This is incorrect and I did not allow him/them on my property. He repeated this to the police. He and they refused to identify themselves in any manner.Xcel Energy customer ********************** has refused to take responsibility or help in any way. They refused to send someone to the crime scene, identify the trespassers, or inspect and repair the damage they caused. *****************************, Front Range Operations Manager, ************ ******************************************** has not replied to a phone message and 3 emails.Today Xcel Energy customer ********************** again refused and hung up on me.This document is too long so I am including a supporting document with the full complaint.

  Business Response

  Date: 04/26/2023

  I was unable to speak with ********************, I did leave voicemails on March 3 and March 7, 2023 as well as April 13, 2023. The Operations Manager for our *********** division also followed up by phone and email. We take safety concerns very seriously and an investigation was performed. I did confirm that with our permits department the our crews had a legal right to access our equipment.  
  
  They state that they needed to access the property and per the Colorado Public Utilities *********** ************ Rule 4 CCR 723-3200 directs ********************** to maintain its system in accordance with the ***************** Safety Code (NESC).  To better ensure ********************** is able to fulfill this duty, the Commission approved electric tariff sheets R86 and R87.Under these tariffs, if ********************** is providing you service, you must grant ********************** access to your property to maintain its equipment.
  
  There is nothing further pending this complaint.

• Initial Complaint

  Date:02/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HELLO,This complaint against Xcel Energy regarding the not accurate amount of my bill from 06/09/2022. Xcel Energy sent me the paper bill of $68.06 from 06/09/2022 (statement date). However, I always pay my bill online on time on their official website where I have my account. When I opened my online bill, there was a due amount of $47.46 (which I paid in full on June 9, 2022) instead of $68.06. Please see the attachments. Xcel Energy gave me non-recurring charges/credits of $20.60 that month. However, the next statement was $20.60 more and they wrote that $47.46 was my credit and I still owe $20.60 even though I paid the full amount in the previous month. Xcel Energy not only raised their utility. bills like 3 times last year or two, which I found unbelievably unfair, but they also turned this amount of $20.60 into interest, which is now $25.07. I called customer ********************** and explained the issue with the extra amount and asked them to take it off. However, they refused to take it off and did not transfer me to the manager/supervisor. I am asking to resolve this issue and also tried to discuss lowering their services as many people are very disappointed with Xcel Energy because we do not have any other available providers. I would like you to make Xcel Energy pay some fines for such scams and unfair actions. Please let me know what was the outcome of my complaint. Thank you for your time and consideration.Sincerely,***********************

  Business Response

  Date: 03/07/2023

  A review was completed in response to the customers inquiry with the BBB regarding a billing dispute for service.
  
  Per company records, the customer paid less than the amount owed on the statement by the customers due date.  The balance owed by the due date was $69.55 and the company received a payment of $48.95.  Prior to July, the customer received gas and electricity affordability credits totaling $20.60 in credits each month.  The customer stopped receiving these credits in July of 2022. The customer has carried a balance forward every month since August 2022 due to the underpaying of the statement.

  
  The company has reached out to the customer to discuss the matter.  The customer disagrees with our records and has stated they do not intend to pay the balance in arrears.  There is nothing further the company can do in this case as records indicate this was not an error on the companys part.  Please let us know if you have any questions.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19444123
  
  I am rejecting this response because:

   

   

  Because I believe Xcel Energy gave me the credit of $20.60 (PSCO Electricity Affordability is $9.50 plus $11.10 Gas Affordability) and applied the total credit of $20.60 to statement #********* from 06/29/2022.  I paid my bill of $47.46 on June 13, 2022  (it was the total amount I owed as well as the amount due;) in FULL. I DID NOT HAVE ANY UNPAID BALANCE ON JUNE 13, 2022 (Please see the attachment). However, I received the next statement # ********* from 07/11/2022 with the **** of $20.60 even though it was the amount of the credit Xcel Energy gave in the previous month. This statement was not correct, so someone who completed this statement either made a mistake or the credit was taken away after I paid my bill in full in June of 2022. I believe either way was wrong and I requested a return of my credit of $20.60. I also attached my payment history with the charges from there you can see that my payments are the same as the statements. For example, In June 2022 the statement was $47.46 and I paid $47.46; in July 2022, the statement was $42.58 and I PAID $42.48; in August 2022, the statement was ***** and I paid $*****, so I paid exactly how much the bills were in the statements. Again, I request an amount of $20.60 deposit on my account because I believe I paid every month without any delays for 7 years I have had this account with Exel energy. Another reason Ecel Energy raised their service fees and it should not happen. I am asking BBB to resolve this issue. Thank you!

   

   Sincerely,
  
  ***********************

  Business Response

  Date: 03/19/2023

  This issue did not occur until after the August statement.  The account was current through July, but after August the customer underpaid the account caring a balance forward every month since then.  The company will make a one time concession per the customer's request, but they are responsible for the balance in full going forward as we will not be able to do this again.  The customer will see the credit applied on the next statement.  Please let us know if you have any further questions.

  Customer Answer

  Date: 03/24/2023

   
  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. Thank you so much!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/16/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since May of 2022 Xcel has delayed service for my solar panel installation and activation. The panels have been installed and inspected. This installation was approved by Xcel. The solar panels need to be activated by Xcel. I have been told to email Xcel (which I did yesterday, I rec'd an immediate response saying they don't know when they'll contact me). I called in Xcel today and was told I couldn't talk to anyone, couldn't stay on hold either, but that they will try to call me back at an unkown time/date in the future. The person on the phone said that it was Xcel procedure to only talk for TWO minutes then hang up and have someone else call us back... again at an unkown time/date. Nobody at Xcel will talk to me nor can anyone tell me when Xcel will turn on the Solar panels. The solar panels are installed and are collecting energy which is not being used until Xcel activates them.

  Business Response

  Date: 02/28/2023

  On February 23, 2023, I contacted the customer to discuss his concerns with Solar.  I contacted Solar for assistance.
  
  On February 27, 2023, I received the following timeline:
  
  4/5/22: Application was created.
  4/22/22: Customer plans were uploaded.
  5/16/22: Application was approved for completeness review and pushed to level 1 review.
  5/31/22: Engineering had to reject the application:
  The current transformer and secondary layout will not be able to accommodate this solar addition.
  
  However, the existing transformer is overloaded or does not meet our standard design practices, and this has initiated upgrade to the system at Xcel Energys cost.
  
  This application can be approved once the work is complete, which could take up to 6 months. We have reached out to the designer (if one has been assigned) and requested they reach out to the listed Installer Contact in this application regarding this upgrade and timeline.
  
  You may also reach out to the Builders Call Line at ************ and inquire about the expected timeline for the upgrade."
  11/24/22: Engineering approved of the application.
  1/04/23: I left a note on the application to let the installer know that they need to upload the final docs because the application was sitting waiting on them since 11/24/22.
  2/15/23: The installer finally uploaded the final docs, and the meter has now been ordered.
  
  Solar also stated there was no delay from us for this application. The approved application sat for 4 months with no movement from the installer.
  
  On February 28, 2023, I contacted the customer to inform him the meter had been ordered.  He wanted to know when the meter would be installed. 
  
  Solar informed me the meter tech should be out within 20 to 30 business days.  The customer has been informed.
  
  Thank you

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19417267
  
  I am rejecting this response because: it is innacurrate.  The installer (Tesla) did not delay.  It took Xcel months with the transformer.  That was the first big chunk of time lost.  Then Xcel did not let ***** know the transformer was installed via their communication "PORTAL."  That is where the second big chunk of time was lost.
  

  After that the solar was installed and inspected and approved by the city.

  Now I'm told Xcel just now ordered the meter and that it will be ***** BUSINESS DAYS.  A real time translation is 4-6 WEEKS until installation of their meter so that I can turn on the solar that has already been installed.  Apparently this snuck up on Xcel... that they'd need another meter.  Cuz we've only been workin on this here solar project with them for a year.  This is the third big chunk of time lost.
  

  These were all avoidable delays.  I predict more delays to come which costs me money spent to Xcel instead of doing my part in saving the world, panda bears and your grandchildren from an almost certain polluted miserable death.  So keep doin what you're doin Xcel.  My conscience is clear...  how bout you?
  

  Not sure why the meter couldn't have been ordered last year when Xcel approved plans and transformer were taken care of?  I mean I'm no genius but even I coulda thunk that one thru.  Smells fishy to me.  Shame on you Xcel.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My solar system was installed over 5 years ago by the previous owner. We purchased the home in July last year and have yet to have Xcel provide monthly credits even though they see the system and are able to tell me the amount generated when I call customer ************************ have made multiple phone calls, sent numerous emails and submitted every form requested repeatedly starting in July of 2022. Thus far they are either unable to or unwilling to correct this issue.

  Business Response

  Date: 05/05/2023

  First off, I want to apologize for the delay in getting back to the BBB. The customer and I had been working on the issue and were able to get it solved. The documents needed to be signed and sent back to Xcel Energy was sent on February 17, 2023. The Documents were signed and the billing request was completed for the Altmarks to be on the production account. I called them on May 5, ********************************************** case they had any other questions. Again, I do apologize for the delay in getting this information back to the BBB. 

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19402962
  
  I am rejecting this response because: I submitted all the requested forms in July of 2022. Resubmitted forms again in August, September and October of 2022. Nothing was even partially corrected until I resubmitted everything one more time in February 2023 and did not start seeing any updates to my account until April 2023. I have repeatedly requested refunds since the delays in providing monthly solar credits were entirely the fault of Xcel.

  This issue will can not be resolved until credits are in my account to reflect the July 2022 date that provide appropriate solar credits for the monthly energy produced. Which by the way is an existing system they ignored and have been unable to provide any valid explanation for why it took ********************************************************************************************************** place for 6+ years.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2023

  The Altmarks took over the account at **** ******** Avenue on July 1, 2022. Our ****************** did give them the full credit back to the start date that has only came to a few dollars. The first check for $2.38 was sent on March 31, 2023, the second check will be sent in the future. Unfortunately,the credit will not be that large, however they are getting the credit for the entire timeframe. If they have questions, they can certainly give me a call at ************. 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19402962
  
  I am rejecting this response because: We don't live on ******** Ave., never have. We live on Foxhaven Drive. There has been no documentation provided to verify the credits match what was generated dating back to July 2022. They certainly don't seem to match with the original bills since we were paying several hundred dollars a month for electricity dating back over ****************************************************************************** credits which is why there needs to be proof and documentation backing up what xcel is claiming. I am not interested in having a phone conversation until there is documentation verifying what xcel is stating. I would also prefer to have everything in writing as it has already taken nearly a year and this is still not fully resolved.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  I must apologize I am not sure where I got the ******** address. Mr. and ********************** address is *******************. Once again our ****************** did give them the full credit back to the start date that has only came to a few dollars. The first check for $2.38 was sent on March 31, 2023, the second check will be sent in the future. Unfortunately, the credit will not be that large, however they are getting the credit for the entire timeframe. If they have questions, they can certainly give me a call at ************. 

  Customer Answer

  Date: 05/26/2023

  I reject this answer because prior to Xcel acknowledging receipt of the required forms that had been submitted multiple times, my monthly bill was well over $400/mo. now that the solar generation credits have been acknowledged, my monthly bill is approximately half that amount. Sofor nearly 10 months I was paying approximately $200 more than I should have since Xcel was not accurately crediting my account for solar generation. They now claim that they are providing credits and sending refunds in the amount of $2/month. Basic math would contradict the argument that a $2 refund per month will make me whole for the $200/month extra I was being charged for 10 months while this was being worked on. Xcel needs to acknowledge this discrepancy, correct their errors and provide a full refund for the amount owed that I overpaid while they were ignoring the solar being generated by my pre-existing panels.

  Business Response

  Date: 05/31/2023

   I believe that the Altmarks are a bit confused on how the solar credit works. They have been billed using the same Residential Photovoltaic (RPV) rate since they started the account on July 1, 2022. This has not changed and will not change with the current meter they are using. The bills have increased and decreased based on usage and not the solar credit that they just started to receive. I am afraid the customer thinks that they are going to get a huge credit and that is not the situation. After the correction they were billed exactly the same as they would have been billed if they had been started the solar credit when they first moved into the property. If the customer still has questions or is still confused, they can give me a call at ************. 

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 19402962
  
  I am rejecting this response because: "They have been billed using the same Residential Photovoltaic (RPV) rate since they started the account on July 1, 2022." is not accurate and is misleading. Xcel prefers to place blame on the customer and misdirect. While yes we did move in and submit our forms on July 2022, Xcel did not actually start issuing credits for our solar generation until our April *********************************************************************************************************************************************** even showing any solar generation from July 2022 to April 2023 means would be equivalent to higher use/monthly fees. Our bills were higher during this time because Xcel was not crediting our account for solar being generated. Xcel is now crediting ** for solar being generated, but that does not cover the months where this was not occurring. We have the bills all showing no solar generation being attributed to our existing panels/accounts. What documentation have they provided? None? And yet Xcel claims we are confused? Not sure when blaming the customer became a successful or useful tactic, but in this case the truth and data is all that is required. If Xcel truly believes they are correct and not confusing the actual facts, prove it.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/12/2023

  I have called the Altmarks to explain that Xcel Energy has billed the account correctly, I had to leave a voice message. They were given credits all the way back to July 1, 2023. I have resent that statement showing the time period billed that proves that Xcel Energy has billed the account correctly based on the solar rate they have selected. Unfortunately, the amount of the credit is not that great and I am sure they believe it should be much more however, the amount is correct and they have been billed correctly going all the way back to July 1, 2022. I have asked them to call me instead of once again rejecting the response. My phone number is ************. 

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xcel Energy Solar rewards program. When installing solar you are required by Xcel Energy to fill out the Solar election form to decide if you would like a payback for over energy production or rollover to the next year which builds a solar bank for unused energy. If no selection is made in the form, it automatically signs the customer up for the payback option. Please note that the payback option pays less per kwhr then what xcel charges their customers. When we went to fill out the form, the form would not allow a selection to be made on the form. We were informed by Xcel Energy that in order to resolve this issue we would need to print the form and fill out as an attachment and send in to 4/29/2022 - Informed our Solar provider that election form would not allow a selection. Solar Powers Pros contacted Xcel Energy and they informed us to email attachment of ******************* form to *************************************** 5/5/2022 11:05 AM To *************************************** with attachment of Solar Election form. Response stating they are experiencing high volumes and be patient. 6/6 - Sent Follow up email to *************************************** with attachment of solar election form. 7/15 - Contacted Xcel Energy Customer Support. They informed us to email ****************************************** Sent email with attachment requesting email confirmation. Received response they are experiencing high volumes. 8/19 - Contacted Xcel Energy Customer Support. Sent another email to ***************************************** requesting confirmation with attachment of Solar Election form. No response from Xcel 10/3 - Contacted Xcel Energy Customer Support. Sent email to ee-****************************** requesting confirmation with attachment of Solar Election form. Received response they are exp high volumes. 2/13/2023 - Contacted Xcel Energy and requested assistance with converting. They informed me they is no contact number, and to email again with attachment. No response form Xcel

  Business Response

  Date: 02/24/2023

  Company records show the customer contacted ********************** on February 13, 2023, to inform us he has emailed Solar multiple times and is not getting a response.  The agent contacted the energy expert who informed them to have the customer fill out a ********** Election form online.  The customer stated he has done that 5 times.  He was referred to our energy expert team which he also did.  The agent couldnt provide any further assistance.  The call was escalated but due to the complaint filed he was advised an advocate would contact him.  No further action was taken at that time.
  
  On February 24, 2023, the advocate area contacted the **************** for assistance.  The **************** replied they had located his email and submitted a billing request.  In addition, they contacted the customer to inform him that he would be placed on the continuous rollover effective May 5,2022.
  
  Xcel Energy is committed to providing quality customer **********************, and we work diligently towards customer resolution and satisfaction. We appreciate it when our customers inform us of receiving less than quality service.
  
  If the customer has any additional questions or concerns, she may contact the *********************** at **************.
  
  Thank you.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  How am supposed to afford to keep my family comfortable when my gas bill went from $75.00 to $290.00? Get your act together XCEL.

  Business Response

  Date: 02/22/2023

  The company has attempted to discuss the issue with the customer several times via phone and have not had a response. They are welcome to call Customer ********************** to discuss and any questions or concerns they have at **************.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19363045
  
  I am rejecting this response because the information is False.  I not have received any phone calls or emails.  I want them to stop ripping me off.  Along with with every other customer in the ***********! Don't lie and say that you have tried to reach me several times.  This is a BS canned response

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/28/2023

  The Company has used the contact phone number on file. The customer can contact Customer ********************** ************** for any questions regarding bill amounts or even Energy Assistance information if needed. 

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being double billed on my most recent monthly payment. I tried emailing and received an automatic reply stating I must contact by phone. I called the customer ********************** number and they say there is an issue and I must contact by email. There is no way to talk to a human about my payment issue. I'm set up for auto payment so it looks like I will just have to pay double. Absolutely terrible customer care.

  Business Response

  Date: 02/17/2023

  The company has spoken to the customer and explained the situation. The customer has the advocates direct contact information if they have any additional questions.

  Customer Answer

  Date: 02/18/2023

   
  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.
  
  Sincerely,
  
  *****************************