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Business Profile

Electric Companies

Xcel Energy, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

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

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Xcel Energy, Inc. has 6 locations, listed below.

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    Customer Complaints Summary

    • 325 total complaints in the last 3 years.
    • 118 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have tried repeatedly to request that Xcel energy change us from our current plan to a time of day plan. Our initial request was 10+ months ago. We were told it could take a few billing cycles. After six months we tried calling again, then at the nine month **** as well. Our most recent attempt resulted in my husband being told he would get a call back from a supervisor within a couple days but no call ever came. We are getting the run around and hope that they can be held accountable for meeting the needs of their customers, especially since we dont have other options with different companies. *************** does not offer options for energy providers.

      Business Response

      Date: 06/26/2025

      A review was conducted in response to the customer's complaint to the ********************** regarding the switch to the Time of Day rate.

      On July 25, 2024, the customer requested to switch to the Time of Day rate, and a request was submitted to Xcel Energys ****************** to make the necessary changes.

      On June 12, 2025, Xcel Energys Customer Advocate spoke with the customer and advised that the request had been escalated to the proper department to implement the Time of Day rate change.

      There are no further actions pending for this complaint.

    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Outdoor meter owned by **** was broken and leaking gas. **** billed me for the leak. I disputed the charge. **** informed me it would undergo a billing review that would take approximately one week. I called back a week later and was told it could take ***** days. I called back on day 59 and was told it could take up to 90 days. Billing review time keeps getting extended with no resolution.

      Business Response

      Date: 06/02/2025

      A review has been completed in response to the Better Business Bureau inquiry about erroneous gas charges during the time when the service was disconnected due to a leak on the property. A review has been completed and the customer has been contacted with a resolution.    

    • Initial Complaint

      Date:05/14/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 don't do many negative reviews but my experience here has been awful. I have been a ********* customer since 2021 and purchased a brand new HV** in the fall of 2023 through their program. In the fall of 2024 the ** is leaking and not working and ********* will not fix it - even though I have a coverage plan. They keep giving me the run around. It is a BRAND NEW unit purchased through HomeSmart and their installers. Whatever you do, do NOT purchase a unit through **** *** in ***********, **. He will sell you an expensive system and then ghost and not help when things go wrong. Absolute worst experience. Save your money and your sanity!

    • Initial Complaint

      Date:05/07/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Gas module changed out in 9/30/2024 by Xcel Energy. I live in a condo with 28 other units. Statement from 10/18/2024 states I used 205 gas therms which I have never used in the time I have lived in the building for the past 10 years. (My bill reflects I used 27 therms in 1/25 and 36 in 2/25). I called and questioned the extra amount on the following dates: 11/24, 12/24, 1/25, 2/25 and it is still not resolved. I have been paying my normal monthly charges since then but did not pay the extra amount. (The ****** for the 205 therms) I have been told by multiple representatives that the issue would be 'escalated.

      Business Response

      Date: 06/04/2025

      A review has been conducted for the customers account at the service address stated in this complaint.
      On September 30, 2024, a gas module, specifically the cellnet module, was replaced on the gas meter servicing the customers property due to an ongoing module exchange project at Xcel Energy.  
      On October 18, 2024, a higher than average gas bill was generated for the customer.
      On October 28, 2025, the customer contacted ********************** regarding the high bill and the Agent created a billing referral regarding the high bill.
      On January 29. 2025, the customer contacted ********************** inquiring about the billing referral previously entered on the account and was advised that the ****************** was still working on it.
      On May 21, 2025, the ****************** corrected the billing for the customer, rebilling from September 19, 2024 through April 22,2025. 

    • Initial Complaint

      Date:05/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am unsure of the exact original date. In February, Xcel Energy replaced the meter at my residence, not at my request nor to my knowledge until they showed up to do it. Installation was quick seemingly problem free at first. Then my internet went out. Everything inside the house seemed fine and working as it should, so I called the internet provider, *********************** (because why would I call anyone else for problems with internet?). Now, ******** is charging me $50 to say it was not their problem. It turned out that the new meter that Xcel installed, was putting out some frequency that would trip nearby **** outlets, like the **** outlet right next to the meter outside the house where the ISP's service box for the house is located and plugged into. Despite explaining this to Alliance, they still demand i pay the $50 for them to tell me it was not their problem, and Xcel refuses to cover it, despite it being their meter, confirmed by ****'s employee who came back out to investigate and told me as much about **** outlets issues with the new meters, refuses to cover that $50.

      Business Response

      Date: 05/06/2025

      A review of the customer's ********************** account indicates that on March 1, 2025, the customer contacted ********************** to report recurring power interruptions following the installation of a new smart meter. The customer suspected the issue might be related to low voltage.

      On March 5, 2025, an Xcel Energy field agent adjusted the ** signal on the meter and reinstalled it.

      On April 21, 2025, the customer reached out to ********************** to file a claim concerning a fee charged by their internet service provider.The customer was advised on the appropriate documentation required for submission, and a damage claim work order was created. Subsequently, a denial of claim letter was mailed to the customer on April 27, 2025.

      On May 6, 2025, the customer provided the Customer Advocate with a copy of the invoice from their internet service provider. Upon further review, an amicable resolution to the claim was reached.


      Customer Answer

      Date: 05/06/2025

       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:04/21/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had notified Xcel energy that we were moving before we moved out, I notified all of our amenities and they stopped on time. **** has no record of me doing this. So they continued to charge me for gas when I don't live there, and I have contacted them many times in order to get a refund and they said they'd call me later that day. I have asked for supervisors and "they can't do that". **** keeps adding notes to my account so they say, but I call again and they have no record. Recently they dinged my credit by sending a bill to collections when I had all my banking information removed so they could no longer charge me.

      Business Response

      Date: 04/24/2025

      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

      Date:03/27/2025

      Type:Product Issues
      Status:
      Answered
      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 applied for energy assistance to pay my gas winter heating bills. Their payment cleared the day after I paid my bill in full. I asked for a refund and they said no. I am a disabled senior and needed that money for other things. Since when do companies get to keep overpayments? It doesn't say much for the state of *********. I do not have a way to upload my payment but can email a copy if given an address.

      Business Response

      Date: 04/18/2025

      A review was conducted in response to the customer's complaint to the ********************** regarding an energy assistance payment at their location.


      On March 12, 2025, the customer made an online payment on their account through *********************** My Account to bring it current.


      On March 13, 2025, an energy assistance credit was applied to the customers account for future ********.


      On April 17, 2025, Xcel Energys Customer Advocate informed the customer that we could not refund the payment made on March 12, 2025, as it was an authorized payment made online. The energy assistance payment received on March 13, 2025, would be applied to future billing statements.

    • Initial Complaint

      Date:03/17/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      In November 2023, I had solar panels installed on my home. Xcel Energy has never paid me for my energy that has gone onto their grid. It has been 15 months and I paid my bill despite my energy being covered by my solar. I stopped paying my bill in January and now they are threatening to disconnect me. I have called 10 times and get the same run around. They say they are escalating my "billing issue" and a supervisor will call me back. No one ever calls me back. I have talked to the Xcel solar people and they say it's a billing problem.

      Business Response

      Date: 03/24/2025

      Xcel Energy conducted a comprehensive review in response to the customer's billing complaint for the service address. Company records indicate that the customer initiated service at this address on July 30, 2021.

      The Customer Advocate contacted the ****************** to request billing corrections. This issue was reviewed and rectified on March 20, 2025, and the Customer Advocate was notified of the completed corrections on March 24, 2025.

      The customer, who is on paperless billing, can review statements online through MyAccount. The invoices dated January 2, 2024, through March 3, 2025, were cancelled and rebilled.

      On March 20, 2025, the customer's account underwent a rebilling process, resulting in a new statement that incorporates the corrections.

      Typically,orders from Xcel Energys ****************** are fulfilled within a single billing cycle. However, due to a high volume of work, there may be delays in order completion. Xcel Energy records indicate that additional billing corrections were completed on March 24, 2025.

      The generated bill dated March 20, 2025, shows a remaining credit, which includes interest on the billing corrections.

      On March 24, 2025, the Customer Advocate informed the customer that the billing corrections had been completed and provided details of the resulting credit.The Customer Advocate then inquired whether the customer preferred to keep the credit on the account until it is exhausted or to receive the credit in the form of a paper check.

      Xcel Energy apologizes for the delay with billing corrections and any frustration this issue may have caused.  

    • Initial Complaint

      Date:03/03/2025

      Type:Billing Issues
      Status:
      Answered
      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 am signed up for averaged monthly billing. I keep my heat at 53 degrees all winter in **. I use very little electricity. I was charged in February $275 almost twice what my average monthly payments are. I spoke with customer service and was told that the extra charge was what I owed for electricity used above my averaged monthly payments. This is disgusting. I had averaged payments last year. Didn't use anyone electricity than l did this year and wasn't charged any extra. Are we just supposed to keep our heat at 25 degrees and sit in our house and freeze all winter. This company is AWFUL!

      Business Response

      Date: 03/05/2025

      A review has been completed in response to the Better Business Bureau inquiry regarding the customers concern regarding the average month billing. The Averaged Monthly Payment (AMP) is a plan in which customers pay an agreed-upon fixed amount each month which helps them average their energy costs over a 12-month period.


      After 12 months, we again review your account and settle any differences between the energy used by the customer and the money paid.  This settlement is called a True Up Charge.


      The review of the billing and AMP program has been sent to the customer via email, as ********************** was unsuccessful in contacting via phone.

    • Initial Complaint

      Date:02/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Starting in Oct 2024, Xcel came out and replaced the gas meter reader. Since then we have monthly been over charged. We have talked to customer service and have manually read the numbers. They have agreed that the numbers were off as they have been estimating instead of reading the actual numbers. Each month the customer service said they will fix it, and each month it is not fixed. We have had a person out here four different times and nothing has been resolved. This last time they said that they were reading from the original serial number of the meter reader...which is not the one that is currently on our gas meter. We are either getting someone else's reading and being charged for it, or they are over estimating our usage. Either way, it is causing much anxiety...we are good customers, never late on payments and have been very good at conserving as well. This is completely unacceptable. We have no recourse, as they are the only company in town.

      Business Response

      Date: 03/20/2025

      the company has worked with the Customer and are waiting for the field to pull the meter. All results will be presented to the Customer when they are available 

    Xcel Energy, Inc. is NOT a BBB Accredited Business.

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