Complaints

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:03/03/2025

  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.

  Xcel energy was supposed to replace my meter last year. When the contractor came, He broke the switch in the meter box, I witnessed him break it!! and he wouldn't replace it. This year the contractor came back and said the same thing. Last week I called Xcel energy and they stated they would send someone to look at the box. Then one day, I see the meter cover on the ground and the wiring exposed to the elements. Cam you imagine If a child reached in the meter, what would happen? X cel energy has been totally uncooperative, they wanted ME to hire and electrician for damage that was done by their contractor they hired to replace the meter. THAT IS REDICULOUS, AND I WONT' DO IT!! I want the meter replaced as soon as possible at no expense to me. They want me to hire an electrician to do the replacement that they are supposed to do. THIS IS JUST NUTS!!

  Business Response

  Date: 03/13/2025

  A review was conducted in response to the customer's complaint to the Better Business Bureau regarding a damaged meter box at their location.

  According to company records, a switch in the customer's meter box was found broken on May 8, 2024. All necessary repairs were completed, and a new AMI meter was installed on March 6, 2025.

  On March 13, 2025, Xcel Energy's Customer Advocate contacted the customer to confirm the repairs, and the customer expressed their satisfaction.

  Customer Answer

  Date: 03/19/2025

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  Date:02/28/2025

  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.

  We opened and account with this company 09/21/24 because we rented an apt in Denver CO, the barely use the service for 10 days because there were some issues with the hot water (not working) gas leak (never fixed by this company) so we moved out 10/1/24, we called them to closed the account and after few months they started calling saying we have to pay them for 3 months of service, I explained the situation and they said they dont have record I called to close the acct I have to pay 3 months of service for a gas leak and energy never used. I disputed the charges multiple times, I asked them for an itemized bill that II never received, they send the bill to collections even thought was disputed without letting me know violating the FDCPA rules. I tried to speak to supervisor spoke to rep Danielle employee ID 235451 and said they dont care much about the gas leak (health and safety violation) that only management company can do something when they were supposed to come to the unit a fix it. The failed to comply with that FDCPA and send a disputed acct to collection, failed to provided an itemized statement, nothing in writing just getting text and calls from a collection company and refused to adjust their bill.

  Business Response

  Date: 03/12/2025

  A review was conducted in response to the customer’s complaint to the Better Business Bureau regarding a stop service date dispute at their former location.
  
  Xcel Energy’s Customer Advocate reviewed all incoming calls from the phone numbers linked to the customer’s account. No calls were found on October 1, 2024, requesting to stop service at their former location. However, a call was found requesting to stop services effective November 8, 2024, and the customer’s request was processed for this date.
  
  As a safety precaution for the reported gas leak, the appropriate department was contacted and dispatched to the location. However, no issue was detected.
  
  Xcel Energy contacted the customer on the following dates via the phone numbers listed on their account regarding their past due balance before sending it to collections:
  
  -November 15, 2024
  -December 4, 2024
  -December 20, 2024
  -December 27, 2024
  -January 3, 2025
  -January 10, 2025
  -January 17, 2025
  -January 24, 2025
  -January 31, 2025
  -February 7, 2025
  -February 14, 2025
  
  Xcel Energy’s Customer Advocate spoke with the customer and sent an email containing this information, including a billing and consumption history for the address during the period it was under the customer’s name.

• Initial Complaint

  Date:02/07/2025

  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.

  Early 2024 we had intermittent flickering / power outages, and a team came out to assess the problem. To fix it, they put a temporary power back unit in our backyard and connected it directly to our open panel. We were told this was temporary and have contacted multiple times to get a permanent fix in place. It creates a safety hazard for our young daughters. We have contacted multiple times and been told it has been escalated - at one point a crew member came out, confirmed it was not intended to be used as a long term solution and said they would flag it to management for prioritization of a permanent fix. It has been approximately a year, and as a consumer we are extremely distraught knowing our 1.5 and 3.5 year old daughter could interact with the unit and cause harm as it sits on the ground in our yard, and is directly connected to an open box. We would like this resolved as soon as possible.

  Business Response

  Date: 02/20/2025

  February 20, 2025

  In response to the Better Business Bureau inquiry regarding a temporary repair at a service address with Xcel Energy, a review has been completed. This repair was initially made to ensure continuous service. On February 20, 2025, the Advocate attempted to contact the customer via phone but was unsuccessful.  A voicemail was left regarding the scheduled appointment to finalize the repair as soon as possible.

• Initial Complaint

  Date:01/22/2025

  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.

  I received a bill stating I owed a previous bill under my deceased father’s account. I Xcel is stating I lived at the address listed while my dad had an account. I did not live at this address until a month or so after he passed away and that is when I called and opened up my own account in my own name. The balance due is $6500 or so and they will not work with me. I have asked if I could make monthly payments and they will not work with me until I give them $3300 by January 22, 2025 and if not paid they are going to disconnect my services. I have given them a death certificate and just trying to get them to work with me. I do not have that kind of money upfront. I find it unfair that they can add my father’s bill to my account and without even working with me on this. I don’t understand why they let the bill get so high when my father was still living. If I can get some help resolving this issue please. I have all electric and a well and have livestock to water and care for. Thank you.

  Business Response

  Date: 01/24/2025

  January 24, 2025

  A review has been completed in response to the inquiry with the Better Business Bureau regarding the outstanding charges on the customer’s account.  The account has been thoroughly reviewed, and it has been confirmed that the balance on the account stands. SPS has made several attempts to contact the customer with no success.     

• Initial Complaint

  Date:12/30/2024

  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.

  For the third time in a month and the fourth time this year our power is out. It goes out for seemingly no reason and it only affects our side of the street. I’m April it was out for 36 hours. You can’t get a hold of customer service and you continuously get disconnected. For the amount we pay for their services this is unacceptable.

  Business Response

  Date: 01/13/2025

  The Advocate communicated with the customer and provided them an outage report that detailed the most recent 24 months of outage history. The Advocate spoke with the customer afterwards and discussed any final questions. The customer was provided that Advocates contact information.

• Initial Complaint

  Date:12/09/2024

  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.

  Excel energy installed a smart meter in August of 2023. When it was put in, it damaged the stucco on my house and is coming off of the wall and is installed crooked. I have called Excel customer service and they have done nothing

  Business Response

  Date: 12/11/2024

  
  Xcel Energy's Customer Advocate has emailed the customer with the findings of the claim's investigation. There are no further actions pending for this complaint.

• Initial Complaint

  Date:11/26/2024

  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.

  On Oct 30 2024, I went to an panhandle community service event. This event was for bill assistance with your xcel energy bill. However, Xcel energy was present at the event and quoted they will put an 30-45 day hold on the account until your application is processed. The hold is too prevent disconnection per representatives. Therefore, yesterday the light were cut off, i called xcel and they saw the note on my account but didn't honor that I'm trying to get assistance. I have 2 son's and an my grandma I'm taking care of. We had to stay in that cold apartment with no heat. I will like for Xcel to honor my 30-45 days and please cut my lights back on. After the 45 days, and they don't help with my bill then I will try to get on an arrangement. Them turning me off, not knowing was devastating for my children and grandma. This is not fair. I need someone from Xcel Energy to call me upper management. The cold front is coming in and Thanksgiving. All I would like is to get my light back on.

  Business Response

  Date: 01/14/2025

  A review was completed in response to the customer’s inquiry submitted to the Better Business Bureau (BBB) regarding an interruption in electric service.  Company records indicate that the customer’s electric service was interrupted on November 26, 2024.  A Personal Account Representative contacted the customer of record, and services were restored the same day.
  On December 2, 2024, the customer requested to discontinue services in their name as of December 6, 2024.  The Xcel Energy representative processed the stop service request.
  The Customer Advocate has made several attempts to contact the customer with no success. 
  Xcel Energy believes it has thoroughly reviewed and addressed the customer’s concerns, and no further information is required for this complaint.

• Initial Complaint

  Date:11/25/2024

  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.

  E xcel energy took my meter saying there was suspicious person messing with meter I work days inn paid my bill up to date i don't understand why they would think that when I pay my bill. I not messing with no meter. That's dangerous and I wouldn't do it. I have children in the house. I have food in my refrigerator it's going to get bad if they don't bring that meter back. I don't understand why they're doing that. They said they were investigating but the perfusion that was there was there employee checking the meters but it is very cold and like it said i have children

  Business Response

  Date: 01/28/2025

  The meter was found to be inverted at this property which is a version of tampering. The meter was taken and determined that the customer was utilizing this inverted meter for at least 44 days where the customer was receiving free service. While the owner claims to have no knowledge of what occurred, it did happen, and the responsibility of that meter falls on the account holder even though she relayed that she suspected her neighbors had performed this tampering. This customer was required to pay for the previously unbilled usage; the customer paid their balance in full. This customer was reconnected on November 22, 2024. 

• Initial Complaint

  Date:11/22/2024

  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.

  I put in my notice to close my xcel account prior to moving out of the rental property on July 30, 2024. Xcel did stop the electrical side if my account, but somehow didn't shut down the gas side of it. The gas was still in my name accumulating charges to my CLOSED account. I contacted xcel as soon as I received a bill in my name. Since the initial call for Xcels error have contacted xcel numerous times and have wasted hours upon hours to get no where but the same answer "We apologize that is is happening to you & that it's taking so long" "this usually can take anywhere from 60 - 90 days" from July 30th, 2024 to the present day November 20th, 2024, still nothing has changed. Xcel sends me bills, one if the bills actually said that if I don't pay this $ by a certain day, xcel was going to send me to collections and all the other bills they've sent, stating I'm on a payment plan. I spoke with a CSR of xcel before making this complaint because nothing has changed & the notes in this account still says I owe and that I'm on a payment plan. I've requested several times for a supervisor to call me and just like nothing has changed in my CLOSED account, i have never received a coll back or email from anyone at Xcel.

  Business Response

  Date: 12/06/2024

  This Customer has been provided the Advocate's contact information. Further internal departmental work is needed to resolve the customer's complaint. The case will continue to be worked until resolved.

  Customer Answer

  Date: 12/11/2024

  I am rejecting this response because:

  I have been dealing with this issue for almost half of a year. This has been escalated and yet still nothing has been resolved and I am not ok with this. 

  This is 100% Xcels error, so why has this taken so long? How hard is it to credit this account and be done with this issue. It's not rocket science, it needs to be handled already. 

  Business Response

  Date: 12/26/2024

  The Customer has been provided the Advocates contact information. The Advocate has continued to work this case weekly to ensure that the necessary corrections are made. The Customer has been advised of any developments.

  Customer Answer

  Date: 01/13/2025

  I am rejecting this response because:Xcel is not doing anything about this & it's 2 weeks away from being a half of a year.

  I haven't heard back from the BBB, abd I'm just curious if Xcel has done anything as if today Jane 13, 2025?

  Best regards,
  ******* ******
  **********

  Business Response

  Date: 01/28/2025

  The customer has been advised of what portion of the bill on their account is due for the time period thru July 30, 2024. The incorrect portion of the customer's balance will be removed. The customer has been provided this information. Xcel Energy apologizes for the delay in getting resolution for the customer. The customer has been provided the Advocates contact information.

  Customer Answer

  Date: 01/28/2025

  I am rejecting this response because:

  I received a email from xcel, but I don't understand what exactly they're saying or showing me. At this point, I am not really interested in anything that Xcel is trying to say or show me. All I want to see from Xcel is that their error is taken off of my account, and is at a zero balance. This shouldn't be something so difficult for them to correct their mistake, and yet... here we are a 1/2 of a year later and nothing has been corrected.

  I can't imagine what I would be dealing with if I hadn't contacted BBB, and even with you (BBB) involved, this issue is still at a stand still. There is absolutely no excuses or reasons why this situation has become what it is as of today, besides the lack of professionalism and incompetency of Xcel itself and their employees.

  Business Response

  Date: 01/30/2025

  This matter has been investigated thoroughly. Our position has not changed. The only balance present on the customer account at this time, covers usage thru her last date of service on July 30, 2024. There is nothing further pending this complaint.

  Customer Answer

  Date: 02/07/2025

  I am rejecting this response because:

  I am furious after reading Xcel's response to the BBB. 

  For Xcel to even have the AUDACITY to say they don't have anything further to look into & there is a balance due is ridiculous!

  BBB has witnessed what Xcel has put me through, all my wasted time & energy, frustration, headaches, and now this. I refuse to accept that they have nothing further to look into, and there is a remaining balance on my closed axame. I have all my bills Xcel sent me by mail, my online Xcel app, & my notes with dates, times, names, ect. 

  I am not sure what happens next, but I do hope that BBB can help me and understands where I am coming from. I look forward to hearing from you, thank you. 

  ******* ****** 

  **********

  ******************** 

   

   

  Business Response

  Date: 02/28/2025

  As previously stated, the balance on the customer's account is for dates of service that the customer is responsible for. This balance will not be removed. The customer has been advised of what portion of the bill on their account is due for the time period thru July 30, 2024. The incorrect portion of the customer's balance has been removed. The customer has been provided this information. Xcel Energy apologizes for the delay in getting resolution for the customer. The customer has been provided the Advocates contact information.

  Customer Answer

  Date: 03/05/2025

  I am rejecting this response because:

  This issue with Xcel has been an ongoing, time consuming, countless headaches, and needless to say the frustration it has caused me. If I was to add up the hours and all of time that I have wasted dealing on Xcels error, it woould probably be 50 hours at minimum. The numerous amount of calls I've made to Xcel, all the hours I've spent on hold, explaining the problem Xcel is responsible for to who knows how many different xcel agents, the emails between Xcel and myself, and then contacting you the BBB and the time we have gone back and fourth. Now Xcel actually has the audacity to try and say that I still owe them money, this is absolutely ridiculous! Not once has xcel offered to write the bill/amount due off which would be the "Right thing to do", especially this being their mistake. I reject the offer xcel is trying to offer, if that's even what that is supposed to be. Xcel is a huge company, and after this ongoing charade, in my opinion that is pathetic and the worst customer service I've ever had to deal with.

  ******* ****** 

  **********

  Business Response

  Date: 03/06/2025

  This matter has been investigated thoroughly. Our position has not changed. There is nothing further pending this complaint.

  Customer Answer

  Date: 03/12/2025

  I am rejecting this response because:

  Xcel is ridiculous and a horrible company. I do not accept Xcels decision on this ongoing nightmare due to the Xcels error and the 8 months that I had to reach out to Xcels "CUSTOMER SERVICE REPS" all my time, frustration, headaches, and more. Xcel needs to write off the $60 some odd dollars at the very minimum. If this manager of the billing department can't make this right, then I want to take this all the way to the top of the company. I do not understand how or why the CSR or the Manager thinks that this is ok! This is not my error and or my problem that Xcel has incompetent managers and employees. 

  ******* ****** 

  ********** 

• Initial Complaint

  Date:10/23/2024

  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.

  I feel xcel energy is retaliating against me for not wanting a smart meter and is now threatening to shut off my power

  Business Response

  Date: 11/19/2024

  This case was reviewed by the Security Operations Center. The Customer has been provided the contact information for the Advocate. This case remains ongoing.