Complaints

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

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• 

  Xcel Energy, Inc.

  414 Nicollet Mall Fl 5 Minneapolis, MN 55401-1993

• 

  Xcel Energy, Inc.

  825 Rice St. Saint Paul, MN 55117-5459

• 

  Xcel Energy, Inc.

  5050 Service Dr Winona, MN 55987-1305

• 

  Xcel Energy, Inc.

  3115 Centre Pointe Dr. Saint Paul, MN 55113-1132

• 

  Xcel Energy, Inc.

  PO Box 2747 Fargo, ND 58108-2747

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:12/20/2023

  Type:Order 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.

  Provide requested documentation that has not been given since May 2023, resulting in our finical loss due to organizational errors and neglect. Incorrectly stopped services, did not update new address, which has resulted in excess fees, and has not provided requested documentation, nor any offer for resolution. The organization incorrectly stopped energy services when we moved apartments, and have not offered any resolution or accountability for their neglect and error.

  Business Response

  Date: 01/10/2024

  The Customer Advocate assigned to this case has completed their review. 

  Due to the technical issues customer encountered when attempting to submit their online stop/transfer request. Xcel Energy will honor the customer's request to correct the stop/transfer date they initially requested. 

  The customer will be notified via email regarding the resolution of their complaint. 

• Initial Complaint

  Date:12/17/2023

  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 moved out of ****************************************************** in June of 2021. I requested to have my service stopped the same time I moved out. I called into Xcel energy to do so. I moved into a new unit July of 2021 & I didnt have to have the Xcel in my name because the property management had already set up an account for all tenants. They would pay the bill directly and I would reimburse them when I made rent payments. I moved out of that unit July of 2022 and into a new unit August of 2022. I had to get the Xcel in my name there and thats when I found out that I had a balance over $3,000. When I called to inquire about my bill and figure out why it was so high I was told that they dont have a record of me calling to cancel service and that there is nothing they can do about the bill or to help me solve the issue. I was told to set up a payment plan. I asked to speak to managers and or other people that *** be able to assist me and once again I was told the same thing. Because of this issue I have had to pay more than usual to avoid disconnection which puts me behind on other bills. No matter how much I pay it doesnt seem to feel like its getting better. Something needs to be done this is a huge inconvenience

  Business Response

  Date: 12/21/2023

  A review has been conducted in reference to the customers complaint regarding billing for service. The Customer Advocate reviewed all calls from 2021 and it was deemed that the customer did not call to stop service.
  Per ************** Company of ********
  Sheet No. R55
  RULES AND REGULATIONS
  ELECTRIC SERVICE
  GENERAL
  DISCONTINUANCE OF SERVICE AT CUSTOMER'S REQUEST
   A Customer wishing to discontinue or terminate service shall give at least three (3) days' notice to allow the Company time to render a meter reading and issue a final bill. The Company shall perform said meter reading within three (3) days from the date to discontinue service subject to the Monthly Bills section of this Electric Tariff. For the purpose of this special meter reading, such three (3) calendar day shall not include Sundays or Holidays. The Company may prorate and estimate the final bill for a period less than the Monthly billing period if the Customer wants to discontinue service on a date other than the end date of his/her Monthly Billing Period, as described in the Monthly Bills section of this Electric Tariff. Where notice to discontinue or terminate service is not provided by the Customer, the Customer will be liable for payment of service until such time the Company is made aware of the discontinuance and can render a final reading of the meter. Notice by a Customer to discontinue or terminate service will not relieve the Customer from any minimum or guaranteed payment under a contract or an applicable rate schedule.
  The Customer will be fully responsible for the total amount owed on the Xcel Energy account.
  ********************** apologizes for any inconvenience this may have caused. 

  Customer Answer

  Date: 12/22/2023

   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.

• Initial Complaint

  Date:12/16/2023

  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.

  I specifically asked not to have a smart meter placed on my home for health issues and they installed it anyway. They are now trying to charge me to have it replaced.

  Business Response

  Date: 12/22/2023

  A review has been completed regarding the customers complaint submitted to the Better Business Bureau regarding opting out of the *** meter and fees.
  Company records show the customer called to opt out of the *** meter on December 14, 2023, after the *** meter was already installed on the property. Due to the *** meter being installed at the property Xcel Energy charges $46.00 to install a non-communicating meter as well as a monthly meter reading charge of $11.84 to read the non-communicating meter. This has been approved by the ************************************.
  Per the ******** Electric Tariff:
  Sheet No. 121A
  Advice Letter Number 1860
  
  Rules and ************************************************ Meter Option
  Customer Charge
  Customers that elect to take service under this Schedule IDMO will pay a Monthly Meter Reading Charge that will cover the costs associated with the manual reading of each ************* Meter at a premise. The charge will vary based on the premise location.
  Monthly Meter Reading Charge for ******************** Area.......................... $11.84 Monthly Meter Reading Charge Outside ******************** Area. $ 23.64
  Meter Removal Charge/Meter Installation Charge will be the current Trip Charge found in the Schedule of Charges for ********* Services in this Electric Tariff
  Non-communicating meters require an Xcel Energy meter reader to enter the customers yard and manually obtain the meter reading each month so Xcel Energy can produce the customers bill. The Customer Advocate reached out to the customer several times and was unsuccessful.  If the customer would still like to opt-out of the *** meter she can contact **************. Once she accepts the charges and speaks to a ************* Representative regarding the Opt-out procedure she will receive a non- communicating meter as soon as one becomes available.
  There is nothing further pending this complaint. 

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 children have moved into a new apartment and Xcel refuses to connect services. At first Xcel told them that it would be done a week ago. This was around December 7, 2023. Today is December 14, 2023 and the service still has not been connected. Both of them work and are working extra hours due to the holiday season, so have tried to handle it as much as they can. My daughter asked me to call Tuesday, December 12, *************************************************************************************************************************** it wouldve been turned on yesterday, December 13, 2023. One of my children does online school and tomorrow December 15, 2023. The Internet provider will be out to hook up the Internet and they cannot do this since Xcel refuses to come out. I dont know what else to do to help my children out they have no outstanding balance, and are in good standing with Xcel. So there should be no reason for them to not have turned the electricity on sooner. I am writing this complaint, in hopes that the Better Business Bureau can help. We are all at our **** end, and have no idea what else to do or route to take as there are no other electricity providers in ************.

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service 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 purchased a home repair plan on my appliances through Xcel Energy HomeSmart repair plan. I needed a repair in my washer and reported this to them. They sent a technician out and informed me I need my back braces repaired. They informed me after the fact they will not cover this repair. This is not right and I believe they are deliberately withholding their end of the protection plan. The I insurance was $25 a month and began a year ago.

  Business Response

  Date: 12/03/2023

  A review was completed in response to the customers complaint submitted to the Better Business Bureau regarding his inability to use his HomeSmart service.
  
  Unfortunately,the part in question is not covered per HomeSmarts terms and conditions. HomeSmart has reached out to the customer regarding his complaint.  They explained the situation to him.  The customer was also advised he also doesnt have HomeSmarts replacement coverage plan, which wouldve provided a partial reimbursement of the purchase of a new appliance.
  
  However,HomeSmart did offer the customer 3 months of credit due to the inconvenience this situation may have caused him.  The customer accepted the offer.  Please let us know if you have any questions.

  Customer Answer

  Date: 12/03/2023

   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.

• Initial Complaint

  Date:11/22/2023

  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.

  Noticed August Power Bill included 80 Therms of gas usage on August ***************** is vacant and water heater was on the lowest setting. ***************** 26 Therms (Actual Read)May ********* - 4 Therms June ********* 4 Therms July ********* 4 Therms July (Xcel installed a new module in gas meter)August ********* 80 Therms (Actual Read)Turned off water heater to prove a point, that there isn't a leak September ********* 0 Therms October ********* 0 Therms November ********* 0 Therms After talking to two people not interested in my explanation of how it was impossible for my vacant house to have used 80 therms, in August, vacant house, water heater on lowest setting, I finally got hold of customer rep ******* on 8/28/23. ******* took the time to understand what occurred. He looked into their service records and found that Xcel had installed a new electrical module in July and that they wrote down a "7" instead of a "6" when they reinstalled the meter. They were supposed to set it at **** but instead set it at ****. He stated they would revise the bill. Here it is November and no credit on bill. Yesterday I called Xcel and they lady stated they are not going to credit me. I requested to speak to a supervisor. She stated one will call me back. I asked what area code to expect the phone call from as I get too many spam calls and didn't know when I should answer the phone. She couldn't provide me the area code call would come from. Needless to say, I have been picking up spam calls. Bills prior were about $27, High Bill was $85. Xcel owes me about $58

  Business Response

  Date: 12/21/2023

  The Customer Advocate reviewed the customer's complaint regarding high estimate bill.  After a thorough review of the customer's account it was found the billing to be higher than normal. Due to this the customer will be receiving a credit.

• Initial Complaint

  Date:11/10/2023

  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.

  I stopped Xcel energy at a rental home property in ******************* on September 20. On that date I paid my final bill. In October I received a bill for $639. When I called in October, the Xcel energy employee stated it was an error by excel and I did not owe this money. When I called yesterday the gentleman had no idea that I had even spoken to someone in October because it was not noted and then he got a specialist on the phone who then stated it was an error by excel. However, they said the meter never charged me for any gas while I was residing in the home. My account was on auto pay, so it automatically made payments every month on time. That house that I was renting was in a brand new construction subdivision where there are many problems from various different things. The guy from excel told me yesterday you shouldve seen this on your bill that you were only billed for the electricity. The gas was used and therefore you owe this. My question is how do I know this is not excel just charging me for some crazy scam because they made mistakes in the subdivision and theyre just trying to recoup money from poor unsuspecting citizens like me? How do I know they are not committing fraud there is no way for me to track any Usage because there was no one previously living in this home prior to me moving in October 1 of 2022. How do I know they are not scamming me? How do I know Im not being charged a bill that shouldve gone to *****************************.?! I have no problem actually paying these bills if I truly owe them but this is highly unprofessional behavior that I after I move out a year later, they are now sending me one horrible, gigantic bill, and say pay this immediately! Please help me if you can.

  Business Response

  Date: 01/02/2024

  Company records show a new gas meter was installed on September 9, 2022 and was not billed to the customer.  Due to the delayed billing, the customer was billed for gas for the time they resided at this premise. 

   

  On November 9, 2023, the customer called to inquire of the bill and was advised of the delayed billing.  A request was submitted to email the bills to the customer for review.  The customer was also advised they could view the bills online. 

   

  In addition, this information was emailed to the customer at the email address on file.  An account summary showing the new billing was also emailed.

   

  We apologize for any inconvenience this matter may have caused.  If the customer has any additional questions or to make a payment, they may contact the *********************** at **************.

   

  Thank you

  Customer Answer

  Date: 01/02/2024

   I am rejecting this response because: it is not my responsibility to remind a company (with whom Ive had multiple calls over the course of the 11 months I had the service) to bill a consumer for their services. It is not my fault Xcel failed to bill for a service that was provided.

   

  It should not be expected that a consumer who is not an expert in gas meters or electric meters know which theyre being billed for or not, my expectation is that Xcel will credit this bill on its entirety. 

  throughout my entire patronage with Xcel. I was signed up for automatic billing and paperless bills. I never received physical bills and the onus is upon the company y to ensure their own facilities are properly working to provide and bill for services. 
  
  
  

  
  

  Business Response

  Date: 01/04/2024

  Xcel Energy's position has not changed.  As previously stated, due to the delayed billing, the customer was billed for gas for the time they resided at this premise. 

  in addition, the customer was billed in accordance with the following tariff:

  3. 9 BILLING ADJUSTMENTS
  In General:
  In the event of a meter or billing an error resulting from:(1) an inaccurate meter; (2) an incorrect reading of the meter (3) incorrect application of a rate schedule; (4) incorrect connection of the meter (5)application of an incorrect multiplier or constant; (6), *******************; (7) or other similar errors affecting billing as defined by the **************************** the Company shall recalculate the customers bill consistent with the ****** Utilities Commissions rules and its tariffs.
  Underbilled
  In the event the customer was under-billed, the ******************** may recalculate the bills for service during the period of the error, up to a maximum of one year from the date of discovery if the error results in under-charges. In compliance with Minn. Stat. 216B.098, if a customer inquiry or complaint results in the Company's discovery of the undercharge, the Company may bill for undercharges incurred after the date of the inquiry or complaint only if the Company began investigating the inquiry or complaint within a reasonable time after when it was made.

  We apologize for any inconvenience this matter may have caused.  If the customer has any additional questions or to make a payment, they may contact the *********************** at **************.

  Thank you

• Initial Complaint

  Date:10/28/2023

  Type:Billing 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.

  Account: *************** I have an account with **********************, and I initiated a service transfer to my new apartment on September 28, 2023. I was informed that Xcel Energy was running one week behind schedule in processing service transfers. Upon contacting Xcel, I was advised to forward my confirmation email to their designated address. However, when I reviewed my October bill, I noticed that I was billed for services in October, despite having moved out of the previous location.Subsequently, I reached out to Xcel again and was instructed to resend my confirmation email with the assurance that the charges would be refunded. Unfortunately, my current bill is now double the expected amount, in addition to the charges for the apartment I no longer occupy. Dealing with Xcel's customer service has been a source of frustration, particularly over the phone, as their team appears unable to provide assistance beyond acknowledging the delay and advising patience until the next billing cycle.As of now, I have refrained from making a payment on my Xcel bill since I am uncertain about the reasons for the charges related to a place I no longer inhabit, and Xcel has yet to credit my account. I wanted to submit this request before Xcel potentially takes any actions that could negatively impact my energy service or credit report. Could someone please address this matter without simply advising me to continue sending emails and making calls?

  Business Response

  Date: 11/07/2023

  The Customer submitted an online request to stop service billing in their name for their previous address dated September 30, 2023. The Customer also submitted an online request to have service at their current address start billing in their name effective September 30, 2023.
  The online service transfer information was retrieved and provided to the ****************** that reflects the September 30, 2023, date.
  Corrective billing has been completed November 7, 2023, on the account based on the September 30, 2023, transfer date. The  adjusted balance is viewable online through the customers My Account portal.
  The Customer Advocate has attempted to contact the customer via phone, voicemail, and emails. There has been no response from the Customer

• Initial Complaint

  Date:10/20/2023

  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 received my September monthly bill from Xcel energy that obviously had a kwatt consumption error of usage during the month august. My bill was approximately 3x of normal. The only difference during the month of August was that my meter was replaced to a "smart meter". I called Xcel and was told it was a data entry error from the old meter and they needed to find it and reread the old meter. I was also told to pay the "big" overcharge bill and I would get a credit on my next month's bill. I've waited now and received my next monthly bill, and it has no correction/credit. I've now called Xcel for the 3rd time and told to just wait another 30 days. I asked for a temporary credit, and they refused. I've waited for over a month for them to correct and they haven't done anything and with no concern for their customers. This was an obvious error that they should have caught and corrected but have yet to do anything or urgency.

  Business Response

  Date: 11/02/2023

  
  I spoke with the customer, upon review it appears that a reading was incorrectly entered when the meter at the address was changed over to a new meter. ********************** made the necessary corrections on 10/26/2023. The actual reading was *****, what had been incorrectly entered was *****. This corrected the balance to a credit. *** attempted to reach the customer and left several voicemails advising of the credit. But I have had no response.                                                                          

  Customer Answer

  Date: 11/02/2023

   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. It's a shame that Xcel wasn't able or concerned enough to correct my issue the first three times I called them to correct.

• Initial Complaint

  Date:10/18/2023

  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.

  Received an email saying my new smart meter was put on. We have told multiple Xcel energy people that have come to the door that we don't want it. So they put it on anyway and are charging me to take it off. I never gave permission for them to put it on. Now they charge me a $46 service fee to have it taken off.

  Business Response

  Date: 11/07/2023

  Customers are notified of their option to opt out of the *** meter through several communications before the meters are installed: A message appears on the bill about their meter exchange and the option to opt out about 90 days before installation.  They also receive a postcard about ******************************************* email about 30 days before installation.
  
  Records show that this customers 90-day onsert was provided in the customers bill in December 2021.  The 60-day communication was sent in February 2022 and the 30-day was sent in March 2022.  We attempted to install the *** meter on May 3, 2022, but could not get access to the meter. Subsequently, the *** meter was not installed until February 2,2023.  There are no phone records of the customer requesting to opt out of the *** meter prior to the installation of the meter. 
  
  The ************************************ approved a tariff for two costs associated with customer opt-out: Meter Exchange Costs and Monthly Meter Reading Costs. If a customer opts out after already receiving their *** meter, exchanging the meter with an opt-out non-*** meter will involve a trip-charge of $46, and the meter reading cost of $11.84 will occur monthly since the company will be required to manually read that meter each month, as opposed to the remote meter reading possible with an *** meter.
  
  If a customer opts out before the *** meter is installed, that customer will not pay a fee for the installation of their opt-out meter but would pay a $46 fee to replace the meter with an *** meter when they leave the premise. Alternatively, a customer that opts out after the *** meter is already installed will pay the exchange fee twice; once to install the opt-out meter and the second time to install an *** meter if the customer decides to have it installed at a later time, or they leave the premise when ending service. This trip charge is covered under Schedule for Electric Charges for ***************** Sheet No. 25.