ComplaintsforXcel Energy, Inc.
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Complaint Details
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Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a heat pump and furnace through Xcel Homesmart in July of 2023 for $19790. The quote said I should get $600 federal tax credit but I have not been able to get a written receipt so I can file. I have tried calling Homesmart, Homeserve (a representitive said homesmart was transferred to there), Xcel customer service, and the installing ********************** (ARK electric). I was told by several people that some one would get back to me tomorrow, but it has been several weeks. I have attempted to call the above a couple of times, but no one seems to know more.I just need a written receipt for filing.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was informed that a payment that was made in march, was reversed, which caused my bill to sky rocket to over ******. It was than reapplied june 12. I called to the billing department and I was informed of this. I was never ever told this prior to my phone call. All the cs agent kept saying was it will reflect your next statement. Completely unacceptable. I should have been called or a letter sent out stating this matter. Now I will get a bill for an outrageous amount that I will not be able to afford at the time it is due.Business response
07/02/2024
The company has spoken to the customer and provided a detailed explanation of the situation. The company 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
07/05/2024
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.Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
XCEL ACCOUNT NUMBER #*************** *************************** IM ALLEGING THAT XCEL ENERGY HAS BEEN FRAUDUANLY OVER CHARGING MY ELECTRIC BILL 5 FOLD SOME GOOD AMOUNT OF TIME NOW, WHEN I KEEP TELLING THEM THIS. I HAVE 2 LIGHTS ON ONLY AT THIS PROPERTY WITH SMART BULBS, HAS BEEN THIS WAY SINCE I PURCHASED THE HOME BACK IN 2021. THEY KEEP SAYING THAT THE ***** ARE NOT ACTUAL READINGS BUT ARE CHARGING ME A MASSIVE AMOUNT OF MONEY FOR RUNNING 2 LIGHTS ON MY PROPERTY. THE PROPERTY SITS EMPTY MOST OF THE ***** AND ITS NO WAY THE ***** ARE RIGHT, JUST BECAUSE YOUR ESTIMATING THE ***** AND NOT HAVE A ACTUAL READING. I BELIEVE THEY OWE ME OVER OR NEAR $1000 EASILY FOR FALSIFYING MY METER READINGS. I SEND MY METER READING IN LIKE THE ASKED BUT NOT GETTING ANY RESPONSES, LIKE THEY GIVE ME WRONG INFO OF HOW TO SEND THE INFORMATION IN. SOME RESOLUTION NEEDS TO CORRECT THIS ISSUE BEFORE BEFORE IT GETS OUT OF CONTROL. IM ALSO ASKING TO JUST PUT THE SMART METER IN AND LET IT DO ITS JOB BECAUSE THEIR CHEATING ME OUT OF MY MONEY FOR ELECTRICAL SERVICES BUT THEY WONT ADMIT IT.Business response
07/05/2024
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.Customer response
07/09/2024
I am rejecting this response because:
I feel I was mislead with this, think of it if I was extremely poor, but I'm not. I can be somewhat satisfied with the refund adjustment but won't close this issue out until your smart meter is installed to eliminate activities like this in the future. Get the smart meter installed and we can do business because I don't trust you company anymore, but have to use you. Big company think they can just do what they want. Outright fraud of what you're exercising to the customers and me.Initial Complaint
06/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased solar panels for my house and am now generating more energy than we are using. To compensate Excel has now just begun charging me between $100 and $200 a month in "other" charges to offset the fact that I am generating more electricity than I am using. I keep trying to call them and they refuse to explain my bill to me. Please help me.Business response
06/21/2024
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
06/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Began service the day before moving into a new apartment. Due to no fault of my own, was not allowed to move and never took occupancy. Stopped service via Xcel website immediately. Six months later I am still receiving past due notices for an amount now totalling above $1000. They have threatened to send my account to collections. Upon receiving the first notice, I called and explained the situation. I was assured that service would be stopped and the billing sent to the appropriate party and not me. I've gone through this now a half dozen times. Each time I am told that the billing department is very backed up and they will get to it eventually. Meanwhile, they have not stopped service in my name and the total keeps getting higher. I have been told to apply for an extension to avoid collections while I wait for billing to catch up, and have done so. Six months is too long to wait to have this account assigned to the right person. I have NEVER LIVED at the address being billed.Business response
06/24/2024
The company has spoken to the customer and provided a detailed explanation of the situation. The company attentively listened to the customers concerns and reached a resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.Customer response
06/24/2024
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.******, the consumer advocate assigned to my complaint resolved the situation in a matter of days. While it would be far better if Xcel allocated sufficient resources to its billing department to avoid such a scenario, I am grateful to him for achieving a speedy resolution.
Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company charged me at least double for my first energy bill. When I called about it, they said that they didnt even read my meter and that they were going to balance it out in upcoming billing cycles. Since then my bill has still been overpriced. I keep track of my energy consumption and what they are charging me does not match up. I have neighbors that are a string of townhomes, and their bills are lower than mine even though their energy consumption is more. I have contacted the company four times now. The agents then put me on mute and dont respond to me. This is very frustrating. They are ripping me off and I cant get through to speak to them and if I dont pay my bill, they will shut off my energy. This has put me in quite the situation where Im just forced to overpay for services that they are not providing.Business response
06/21/2024
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
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was approved by the power on program to turn my electricity back on on Monday June 09th 2024 it is now Thursday June 13th 2024 and in still without power. On Monday they told me they'd be out in the next business day. I called everyday asking for a update or time frame that I will be expecting and they tell me they don't have one for me. In waiting for TROUBLES department to come and re connect the wire that XCEL CUT due to tampering with the meter. They came out on Tuesday to replace the meter with a brand new one. But still have yet to reconnect the line from the pole to the house. And will not tell me anything regarding it. I have a 4 and 10. Year old kids living with me as well as a double foot amputee elderly father in my home.Business response
06/28/2024
On June 10, 2024, I spoke with the customer and issued a reconnection order. Unfortunately, due to tampering the order was not completed. On June 11, 2024, I contacted our Credit dispatch who informed me that it may take longer due to the tampering. A new meter had to be installed and Trouble had to connect the service at the pole. That same day the meter shop installed the meter.
on June 12, 2024, I contacted Credit dispatch who informed me they would try to complete order but due to emergencies and outages couldn't guarantee.
On June 13, 2024, I was informed Trouble would be out to connect the service. *********** was restored. I called the customer to inform her. I had no further response from the customer.
Thank you.
Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased a new central air conditioner from HomeSmart at Xcel Energy in August 2023. It did not work right from day 1. They came back 3x last fall but couldn't get it fixed. The weather turned cold and they said we needed to wait until spring. In about March 2024, Xcel transferred all their sales/repair records to HomeServe. Somewhere in this migration they lost record of our sale and attempts to fix it. We called in April 2024 to resume fixing it. They said since it was under warranty, the installer needed to fix it. But we and Xcel do not have record of who installed it. HomeServe will not authorize the repair by someone else. No one at **** is returning our calls. We have a brand new AC that hasn't worked right a day in its life and Xcel, who we bought it from, is not fixing it.Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
*** asked to not be contacted and removed from their list. They continue to calleveryday.Business response
06/21/2024
The company has communicated with the customer via email and provided a detailed explanation of the situation. The company attentively reviewed 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
06/21/2024
I am rejecting this response because:
I have received two calls in a row after they said it was resolved. This company does not have business ethics or follow any kind of process. I asked to be removed from their list two weeks ago and they continue to call. I even told the guy that I had opted out, reported them to the BBB and asked to be removed and he said ok but have you heard how were trying to help lower rates on energy bills. ****, leave me alone.Business response
06/21/2024
The Company did add the customer's contact information to the Do Not Contact list internally; however, the customer ********************** he has never had service with the Company and the Company does not currently service the state he currently resides in.Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a tenant at the address i provided.I am going through a hardship and willing to make arrangements and get up to date. Xcel energy randomly disconnected my electricity service and not willing to work with me and make arrangements. They are accusing me of tampering with a meter I don't even know where its located. They are telling me to pay the full amount of about ******* even though its still under investigation. They are denying my willingness to pay.Business response
06/14/2024
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. by the customer for resolution. The customer has the advocates direct contact information if they have any additional questions or concerns.
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Customer Complaints Summary
294 total complaints in the last 3 years.
126 complaints closed in the last 12 months.