ComplaintsforXcel Energy

• Initial Complaint

  05/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I called xcel to turn on the electricity at my home on April 30th, 2024 because it was cut off due to the previous tenants not paying their bill. I was told it could take a few says because of recent outages in the area. 2 days latet, I called again and was told it was pending and could take a couple more days. I waited patiently for 2 more days and still no power. I called again and was told that the order was cancelled with no explanation to why it was cancelled, so the customer rep put another order and it would take about 1-2 days and to call back if power was not on. I waited again for 2 days and nothing. At this point I am beyond frustrated and called again and explained that I have been waiting almost 2 weeks with no power. The customer rep told me will escalate my order and it should take a couple days. I have been calling at least s dozen times with the same answer "a couple days". It has been almost 3 weeks and still no power at my house. I am losing hundreds of dollars everyday because I cant get contractors to come work in my house without electricity and recently had to rent a generator for workers which cost 400$ per week. At this point, I am looking into legal action against xcel energy because of this gross negligence and terrible business practice.

  Business response

  05/22/2024

  The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns, and together reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.
  

  Customer response

  05/23/2024

   
  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,
  
  **********************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my May ******* Bill and I am being charged $996.66 for this month. My May bill for 2023 was $114.06. I am current with no past due charges and have paid my bill monthly for the last 30 years on time. May have been late once or twice but made it up. I am a senior citizen, 76 years old and work as a security guard as that is about all I can do given my health. My wife is 66 and works as a part time kitchen helper for Jeffco Schools. I called Excel and asked why I have such a high bill. They said it was for a meter that was installed in November to May timeframe. I have solar on my garage, and it was installed 10 plus years ago.Why now. I checked and my annual bill with Excel for 2023 was $2763. This is almost a 50% increase in 1 month. I did not approve of this new meter and believe Excel is gouging me. They say I can pay it over time. I feel I'm being taken by a utility that has no ethics and no competition.This is not right. This should be part of their operating costs.

  Business response

  05/20/2024

  The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns, and together reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Ive been having a lot of power outages at my home. Over 10 outages this month and last month i had a 28 hour outage which resulted in food loss worth $940. I filed a claim for them to reimburse me for that loss and they rejected it. Today the powere went on and off every 10 minutes. This play in power is going to ruin my new appliances. Already my electric oven started beeping and acting weird. I didnt get any apologies or any cut on my Xcel bill. I believe BBB will help me with this problem. I demand XCEL to first refund me for my food loss which i already submited a detailed claim about AND do something about the repetitive power outages and my power bill.I will attach a photo of the neighborhood that experienced this repetitive outage. Also attached is Xcel rejecting my claim for food loss worth $940.Thank you

  Business response

  06/19/2024

  The company has emailed to the customer and provided a detailed explanation of the situation.The company attentively listened to the customers concerns, and reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.
  

  Customer response

  06/19/2024

   
  Complaint: 21660364
  
  I am rejecting this response because: I didnt get a resolution as stated by the business.

  I am still dealing with the same problem
  
  Sincerely,
  
  *************************

  Business response

  07/05/2024

  We understand the frustration with your claim being denied. The number directly to claims is ************ or you may email them directly at ************************************* if you have any questions or concerns.
  
  Otherwise the reliability report consisting of outage history and information on Quality Service Plans for credits owed to customers as mandated by the Commission was included in the separate response. 

  Customer response

  07/05/2024

   
  Complaint: 21660364
  
  I am rejecting this response because:
  I already submitted a food loss claim but Xcel ignored me. 
  I am waiting for a food loss reimbursement .
  Sincerely,
  
  *************************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Xcel is denying claims for spolied food during their planned outage even though there was little to no warning for shutting off electricity for over 24 hours.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a disconnect notice from Excel due to missed a scheduled payment. They do not allow auto payment on payment schedule, which makes it inconvenient. The AM of 04/22/2024 I paid more than the amount needed to prevent disconnection, it cleared my bank account and reflected on Xcel's online portal as having cleared on the AM of 04/23/2024 and they still disconnected my service at 1300 on 04/23/2024. They cannot disconnect Dec - April 15th due to cold. But they were fine disconnecting it even tho I was paid up on April 23rd when it was 21 degrees F.They can disconnect remotely but said they could not reconnect until end of next business day.I had COVID at the time and disconnect was very disruptive to my family, so I asked to speak with a manager. They told me one would call back within 2-4 hours. Verified phone number and waited.No one called. Power still off 04/24 AM. Call back, they said their notes said someone called twice 04/23, "it was busy". Cellphones don't give busy signals. I think they lied.We have no choice of energy provider. We are stuck with Xcel who keeps increasing prices and doing terrible things like this.I have paid these crooks $40,000 at least over 10 years, dealt with their outages, and the one time I'm close to the wire on a payment (but still clears ON TIME!) they shut off without remorse.Their telephone manners are terrible. Example: after waiting on hold for over 20 minutes, when they answer they go straight to, "please verify your name and last 4 of social security number" (after youve already done that through the automated system) and fail to apply typical pleasantries such as asking, "How are you?" First call I was extremely pleasant and asked how the associate was, she replied, "Good", and did not ask how I was. "We are experiencing greater than normal call volume." Except the wait times are ALWAYS long. At time of writing no call back from manager, power still off despite that I was paid up PRIOR TO disconnect.

  Business response

  04/24/2024

  The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns, and together reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.

  Business response

  04/24/2024

  The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns, and together reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Complaint Regarding Persistent Billing Issues Due to Incorrect Meter Assignment To Whom It May ********* am writing to formally lodge a complaint against Xcel Energy for an ongoing issue that began in September 2023, involving an incorrect meter assignment at my residence. Despite multiple attempts to resolve the matter, the company has failed to rectify the situation, leading to significant billing inaccuracies.In September 2023, I had a solar energy system installed at my home. This system is operational and producing energy, yet this production is not reflected on my Xcel billing portal. An investigation revealed that the wrong meter number is associated with my address. I have repeatedly contacted Xcel Energy's Solar Team over several months, yet the issue remains unresolved.According to Xcel Energy's own policy, billing issues are to be corrected within 60 business days. However, despite this issue being identified well beyond this timeframe, resolution has not been forthcoming. On numerous occasions, I have requested to escalate the matter to management, only to be told to "be patient" and that no further escalation avenues are available.This prolonged inaction has not only resulted in incorrect billing but has also denied me the financial benefits of the energy produced by my solar system. I have been consistently met with the same unhelpful responses and a refusal to adequately address or prioritize my complaint.I seek a swift correction to the meter assignment, an adjustment of all associated bills since the installation of my solar system, and a clear explanation of how such errors will be prevented in the future. It is imperative that Xcel Energy addresses this matter with the urgency and seriousness it warrants.Thank you for your attention to this important matter. I trust that the Better Business Bureau can facilitate a fair review and prompt resolution of this complaint.

  Business response

  04/30/2024

  The Company has responded directly and addressed the concerns expressed by the consumer. A detailed explanation of the account and resolution has been communicated to the consumer. The customer has the the advocate's direct contact information if additional questions arise. 

  Customer response

  05/01/2024

   
  Complaint: 21582309
  
  I am rejecting this response because: Although progress has been made, Xcel Energy has still not resolved my Solar Panel billing issue. I have attached supporting documents that provides additional information. I sent these same documents to Xcel Energy's representative *********************************.
  
  Sincerely,
  
  *******************

  Customer response

  05/01/2024

   
  Complaint: 21582309
  
  I am rejecting this response because: Although progress has been made, Xcel Energy has still not resolved my Solar Panel billing issue. I have attached supporting documents that provides additional information. I sent these same documents to Xcel Energy's representative *********************************.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Starting March 3, 2024 when requesting services for ***********************************, I found out HomeSmart was no longer the appliance, electrical, furnace, plumbing service provider associated with Xcel for ************************************, neither for ***********************************, but another company which costumer service staff referred to as HomeServe.For over a period of two weeks and about 12 HomeServe costumer service staffers, kept telling me my accounts, two I contracted for were inactive. Depending on who answered my calls, I was given the runaround and transferred from costumer service to dispatch or scheduling and back to Xcel. Xcel costumer care, has only communicated that HomeSmart stopped requesting plan payments since December of 2023, later they said the account had been cancelled. They have not been able to tell me who cancelled it. I asked if late bill payment had been any issues, **** from Xcel costumer service today and others in the past have only stated that was not the case. **** only stated that there had been reversal payments in December and February 2024, but did not have more information. Then for the 10th time referred me back to HomeServe.It is frustrating, no having the situation corrected by continuing the plans for both properties and reimbursing services, we have contracted and paid for due to the negligence and lack of contracting compliance by these companies Xcel Energy and HomeSmart or HomeServe.

  Customer response

  05/07/2024

  I am writing regarding complaint #******** to notify you that I was contacted by *************************** from Xcel. He said an investigation about my complaint would be done; only that he was going to be out of the office, therefore, another staff person would follow up. He did not know who. No one has followed up. He also said as a heads up that a general  statement would be made public about Xcel's response, by the BBB. That the BBB would not be specific about this case regarding Xcel response.

  To clarify, there has been no resolution by Xcel as of today, 5/7/2024 at 11:25 am. I will follow up by calling Xcel back again and then writing to the State ************************* in the ********** of ******** Protection if needed or as suggested considering legal recourse. 

  Thank you,

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

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a customer of Xcels since July of 2023. Since then, they have proven theyre the absolute worst public service utility company I have ever had the displeasure of being monopolized by. I have opted into push notifications via text and email for ANY alerts impacting my newly purchased first time home; however, I have NOT ONCE received a notification about a planned outage PRIOR to the actual outage. Normally, I would just accept that these things are acts of god and Xcel would have no control or option to warn their customers in a timely manner. HOWEVER- on Saturday they cut my power around 8pm. Not an outage or an act of god, they just up and turned it off. No warning, no heads up, NOTHING. IT WAS COMPLETELY IN THEIR CONTROL AND THEY STILL DID NOTHING. I am caught up on my bills, I have selected to receive any and all notifications from Xcel, AND I was even mitigating trees on my property to prepare for the storm prior to their cretinous decision to cut my power along with my neighbors. As a result, I lost over $1300 of food we had stored frozen for the winter. I lost half a cow, over 3 dozen goose and duck eggs, ~11 pounds of seafood including scallops, lobsters, and crabs, along with every little small thing in my fridge that spoiled. This would have been entirely preventable- but Xcel decided they had no obligation to give any of us a heads up. None of my neighbors received a warning either, even the ones also opted into notifications. It has been three days now and I still have no power their website just says assessing damage for my location but Ive seen two different bucket truck operators on my street and theyve done nothing. I am absolutely appalled at how Xcel has handled this storm damage mitigation. They have certainly caused more damage than they anticipated and I will be fighting them for a credit to purchase back everything in my house that was ruined by their lapse in judgment and ***** decision making.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My home has been without electricity for over 3 days with NO explanation from Xcel. This is ridiculous. I understand that a lot of people are without electricity but we have had previous storms and such and things were explained. What is the problem in my area? What is the issue that is affecting so many people? I have hundreds of dollars in groceries that are now bad And I cannot afford to replace them.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Xcel gave me about 4 hours notice for a preplanned outage this past week. That is nowhere near enough to prepare for something like this. I have struggled to get an answer from them on when exactly they are going to turn around my power. First it was noon Sunday. Then 4:45pm MT Sunday. Now they have no idea. They're also telling me I have to call them back to file a claim. That's absured.

*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. ↩