ComplaintsforXcel Energy
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Complaint Details
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Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Xcel energy cut the power in our county on 4/6 at 10:30pm and it is still off as of this morning 4/8. There was little to no communication given on this power outage due to high winds the night of 4/6 and now we have spent two nights in the cold with no power and unable to even open our refrigeratorInitial Complaint
04/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 04/06/2024 xcel decided to announce to customers they were shutting down power due to high winds. A shut down like this would have to have been planned for days in advance, yet they did not warn customers which left us scrambling to find accommodations, with xcel essentially just saying it is what it is. Since then I am out the cost of a hotel which I can barely afford and will more than likely lose all of the food in my refrigerator. Instead of building sound infrastructure in regards to their power lines, they just decide to shut power off with limited warning. Since they are a monopoly there will be limited consequences if any, with the regular consumer just being out of luck. Based on Xcels lack of competence in planning, there should be some financial compensation to customers who had to foot the bill for unexpected expenses because xcel decided to cut power last second it seemed like.Business response
05/10/2024
We apologize for the delay in response. Due to the number of complaints received due to the outage event, it took the company longer than normal to acquire the necessary information needed to respond to the customer's complaint.
We have emailed the customer a letter describing outages and information on the events surrounding the **** event.
Initial Complaint
04/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 6, 2024, Xcel Energy shut off power to our house with absolutely no heads up or warning. As of this writing, April 7, 2024 at 10am, we are still without power or explanation other than we believe we were included in a planned outage due to high winds. Unfortunately without the proper time to prepare, we are now experiencing a number of problems due to the sudden and ongoing loss of power including spoiled food in refrigerators and sewage backups (ejector and sump pumps cannot cycle).Business response
05/10/2024
We apologize for the delay in response. Due to the number of complaints received due to the outage event, it took the company longer than normal to acquire the necessary information needed to respond to the customer's complaint.
We have emailed the customer a letter describing outages and information on the events surrounding the **** event.Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have always used Xcel as that is the only energy company I am aware of is an option. Once I purchased a second home all the problems began. First, it seemed I took over the bill for the builders of the new home as the first bill began with "balance as of Dec 14"... If I purchased the home Dec 14 that should not be my balance in my opinion but they said that isn't what it meant then couldn't explain what it was. When I opened my second home account with them they included all in one which I did not want as I was going to rent out the first home so I called to ask them to separate bills & move the new house to a new account. She moved my old house to a new account which didn't make sense as I had homesmart on my appliances for the rental home which had homesmart on my new house for my other house. Didn't make sense. I called to ask to move the homesmart with the house account but was told that couldn't happen as they were switching companies so I had to wait until after March. I called in March & was told my number wasn't updated during the migration so I had to wait 2 days to call back. I called back & was told then I didn't have an account. It has been 2 weeks trying to figure out why I no longer had an account. Finally, today was told Xcel canceled it due to the customer no longer owning the home.... I still pay the bills there & that house is in my name. This was not done with my consent nor did I ever say I didn't own the house. If I didn't own the house why would I still be paying the bills to them.... Xcel has been messing up my accounts since December & never takes accountability for their mistakes. I am so beyond annoyed & done with Xcel. If I ever find another option to go with another company I will do this in a heartbeat because they have the worst customer **********************, the worst way in handling their mistakes, & zero accountability. I have been charged for extra days I did not own my new home & been on call with them for hours.Business response
04/05/2024
The customer was contacted, the timelines have been corrected as requested. Corrections were also made in regard to the HomeSmart that was incorrectly removed. The customer stated satisfaction and has the Customer Advocates contact information.Initial Complaint
03/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently discovered that Xcel has been charging me for a second property that I no longer live at. Since I transferred the service, this address has not been visible or manageable in the online portal. However, Xcel was still pulling out the charges since I had auto-pay. I called customer ********************** and they refuse to pay it back. I cannot change services since energy companies are allowed "territories" in Colorado. They stole from me, and there is absolutely nothing I can do except keep giving them my money. This type of monopoly should be illegal.Business response
03/28/2024
On March 15, 2024, I contacted the customer to discuss her concerns. She was advised we did not receive a stop service. She is certain she requested a stop service and wants to know why it wasnt processed. She was advised I would request a copy of her request.
Our records show on August 30, 2022, we received a request to start service at the new address. We do not show the customer requested to end **********************. The service was ended on December 16, 2023 due to a new start service request. Customers are responsible for energy consumption through the date that we are notified of their move.
If the customer has any additional questions or concerns, she may call the *********************** at ************.
Thank you.Initial Complaint
03/13/2024
- Complaint Type:
- Order Issues
- Status:
- Unresolved
We have been under contract to build a new house since April 2023, and Xcel energy has had since then to install electrical service and have yet to do so. The house was completed in January 2024 but we still can't close or move in because there is no electric service. **** says they will install within a month and then a month goes by and they never do.Business response
03/25/2024
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
04/03/2024
**** says that the delay in getting permits and performing the work is completely due to hold *** from the FRICCO ditch company, however the Fricco ditch company says it's all in Xcel's hands and they are the ones causing the delay.Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Over the last four years, multiple Xcel Energy contractors have visited my house unannounced. Today was the third time I've heard someone in my backyard, poking around the area where they think my meter is located. On two occasions they have knocked on the front door asking permission to enter the property, but again today they simply walked up my driveway and around back into my yard, with nothing but a yellow vest to announce their work on behalf of Xcel.This strategy has been used by a thief before who robbed my girlfriend at a previous residence. Supposed "contractors" for utilities companies show up without a company truck, or notification from the utility provider that they will be visiting the area that week. On that occasion the theives even claimed they needed to enter the house, because there was an "indoor meter" they had to inspect as well. Later that afternoon, a significant amount of property was stolen from the backyard.Xcel contractors have almost always shown up at our residence unannounced. When the "smart" meter was going to be installed, I had a three month window where they "might" show up to install a meter. I believe the contractors themselves are well intentioned, and are usually polite, even when I tell them to please leave my backyard and knock on the front door. Xcel should take responsibility for notifying homeowners prior to any work being conducted, whether it's an annual gas meter check or the installation of a new smart meter. This policy is clearly a pattern. Their policy of contracting out this work should be conducted responsibly, instead of encouraging an invasive policy of showing up unannounced, putting our and the contractor's safety and privacy at risk.Business response
03/01/2024
Hello.
Re: Contact ID ********
A review has been completed in response to ********************* complaint with the Better Business Bureau.
There is nothing further pending this complaint.
Sincerely,
***************************
Xcel Energy
Customer Advocate Analyst
********************************************************************************
P: ************ F: ************
E: ***************************************************************
________________________________________________________
*******************************************; Facebook.com/XcelEnergy Twitter.com/XcelEnergy
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&##_(XCEL Confidential - Encrypted)_$$@Initial Complaint
02/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing about the monopoly that Xcel energy has on the Denver ***** Their charges are outrageous. I live in an 1100 square foot apartment and the price I pay to Xcel is criminal. They realize they can overcharge and provide awful customer support because there is nothing that people can do. I wish every customer would file a complaint against them, however it would not do anything because there is no other option and it's not like the state or federal government will do anything. My only course of action as a customer is to lodge a complaint here. I sit in my 2 bedroom apartment with the heat at 66 and still the bill is astronomical. It is 3 times the cost of what I paid in my 1000 square foot apartment in *********. This company is gross and I do not like anything about them. My bill in ******* was $289. Last December in ********* it was $95. How is Xcel so much more inefficient than Exelon?Business response
03/14/2024
Company replied to customer and explained possible reasons for a higher bill. Company provided additional information and ways to help reduce high usage. Company issued meter work order and will respond to customer with results.Customer response
03/14/2024
So while I do appreciate the xcel representative reaching out to me. I cannot say I am satisfied with the response. Therefore I cannot click that button as it would give the idea that I am OK with Xcel and I am not.
I am satisfied how the representative reached out several times to me and made the effort to speak with me. He was super nice, This however does not change my opinion of Xcel the fact that they will continue to over charge their customers and really shows no concern about it.
I do not expect to be contacted again by them nor do I want to, unless they lower their rates. This can be closed, but I am by no means saying I am satisfied with Xcel.
Thanks
Initial Complaint
02/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
So I recently moved into a new apartment and of course we had to get xcel energy as it is the only electricity provider in most of Colorado. I had paid my bill ****** on January 12th after that they had suggested I signed up For auto pay so thats exactly what I did but unbeknownst to me I would be charged again for the ****** even though when I had set up Auto pay my balance was zero and my current statement balance was zero at the time they pulled the money from My account the second time. And when speaking to someone about it they didnt tell me that they would not be refunding me for the full Amount but keeping some of my money for my upcoming bill *** due until March 5th and choosing not to disclose that to Me until I called them two more times this is just absolutely ridiculous this has even happened I need my full Amount back because that was money I had accounted forBusiness response
03/05/2024
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
01/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Over the last year and a half I had my xcel energy bill on auto pay....apparently that was disolved by Xcel randomly. They made no attempts to contact me about my bill not getting paid for 18 months. I finally received an alarming texted in Dec 2023 that my bill was over due. Confused by this I called Xcel and they explained to me that I have an $719.26 bill to pay. I paid that **** in fear of collections or more late fees. For the last 2 months I have been trying to create an online account to pay my bills months and on time. Xcel is not letting me do so. They have an account for me but Im not allowed access and they told me i need to make a separate account to pay my bills. I've tried creating an account between **** times now. Upon these continued failures to make my account I call xcel's customer ********************** line 3 times. 3 different people, 3 different answers and not a single one was able to help me create my account. I now have another bill to pay which is $50 in change for the month of Jan and I have no way of paying it.Business response
01/31/2024
A review has been conducted in reference to the customers complaint regarding setting up an online account. The Customer Advocate with ********************** contacted the customer via email and was advised that the online account issue was been rectified.
All calls pertaining to this matter will be reviewed internally.
Xcel Energy apologizes for any inconvenience this may have caused.Business response
02/12/2024
A review has been conducted in reference to the customers complaint regarding setting up an online account. The Customer Advocate with ********************** contacted the customer via email and was advised that the online account issue was been rectified.
All calls pertaining to this matter will be reviewed internally.
Xcel Energy apologizes for any inconvenience this may have caused.
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Customer Complaints Summary
161 total complaints in the last 3 years.
49 complaints closed in the last 12 months.