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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Xcel Energy, Inc.

  414 Nicollet Mall Fl 5 Minneapolis, MN 55401-1993

• 

  Xcel Energy, Inc.

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

• 

  Xcel Energy, Inc.

  PO Box 2747 Fargo, ND 58108-2747

• 

  Xcel Energy, Inc.

  5363 260th St Wyoming, MN 55092-8045

• 

  Xcel Energy, Inc.

  825 Rice St. Saint Paul, MN 55117-5459

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:08/24/2022

  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.

  My electric has skyrocketed this summer. I was only 3 days late and got a disconnection notice. I pay every month but may not be the exact day it's due. My summer bills have been almost $400 and I live in a ***** square foot house. I've lived here for 7 years and this is the first year it's been this high. I'm struggling but payments are always made. I feel like I'm being way overcharged. Scary to think what my bill will be this winter. I'm a single person with one income! But getting a disconnection notice when I'm trying...it's apalling

  Business Response

  Date: 09/19/2022

  ************************ has had service with Xcel Energy at the Pineview address in ****** since June 5, 2015. The electric consumption for the address goes up in the summer and since the cost of electric has gone up her charges are higher then previous years. Usually ************************ makes monthly payments, however she hasnt had a zero balance since February of 2021. Xcel Energy had sent a disconnection notice on July 20, 2022 for $274.19 and then another disconnection notice was sent on August 12, 2022 for $318.88. Xcel Energy was following PUC guidelines for credit activity and did nothing incorrect sending out these notices. The total balance on the account was $708.04,when I spoke to Ms. **************** on August 25,2022. She had just made a payment for $50 and agreed to make another payment (down payment on arrangement) for $300 that lowered the total balance to $408.04. We agreed to set up a payment plan for 12 months that will call for her to pay $34 plus the current charges. A new bill was sent out on September 6, 2022, that had current charges of $340.07. When we add the $34 to the current charges we get an arrangement balance of $374.07 that is due on October 3, 2021. The current balance on the account is $747,07. As long as the arrangement payment is made before the due date of the statement, ************************ will not receive a disconnection notice or any late charges. The balance will just continue to drop by $34 a month until it is paid in full in September of 2023. I gave ************************ my name and phone number if she had any questions or any issues with the payment plan. I do apologize for the delay in getting this response back to the BBB.  

• Initial Complaint

  Date:08/21/2022

  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.

  In February 2022, we informed Xcel Energy of a dangerous situation with a utility pole adjacent to our yard. The pole began leaning dangerously into our yard and all utility wires were low to the ground - including power. After a number of calls, Xcel eventually came to and put a new pole into place - but left the existing pole leaning dangerously into our yard. They also left a large hole at the base of the existing pole, which has only made the situation more hazardous and the pole is now leaning further than it has in the past. We have made numberous calls to Xcel customer service and each time the representative promises to pass on our information to the local manager - but to date we have sen no resolution to the issue. We took it upon ourselves to call other utilities to ask about the situation ********************** and to ask for utilities to be moved to the new pole (trying to expedite the removal process) and we think all necessary preparations are complete - but Xcel still will not take any action. The situation is still dangerous (neighbors comment every time they walk by - so it is not just our opinion) and we have three kids so we are concerned with their safety in the yard.Complicating the situation even more is the fact that in the Spring, we contracted to replace a fence around our yard. The work is not able to be completed due to the the leaning pole. So, not only is there a safety issue we are at a huge inconvenience due to our dogs ability to escape from our back yard due to an unfinished fence section. We are completely out of known options and we are looking for help to have Xcel address this issue. At a minimum - talking to someone who could explain the situation would help - but the company is a black hole - and we have not been able to talk with anyone that can help us with our situation. We do not know what do do next. If you can provide any assistance, we would appreciate it - thank you.

  Business Response

  Date: 09/01/2022

  The company has contacted the customer regarding their concern. We have also been in contact with the other companies who house their service on the same pole and asked for an escalated removal of service. Once those companies remove and relocate their services the pole will be removed for the customer. I have provided the customer additional details of the process along with my contact information to ensure they stay up to date on the progress.   

• Initial Complaint

  Date:08/17/2022

  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.

  Contractors and employees from Xcel energy have been working in our area to replace gas means for over a year now. Every time the employees work at or near my property there are piles of garbage and human waste. We complained multiple times about this last year only to be scoffed at by every employee we spoke with as if we were being ***** about this. After one such complaint last year damage was done to our house and it took months to get it resolved and properly fixed.This year its the same old thing again. Your employees are dumping bags of trash from their work vehicles onto our property and as they stand there all day texting on their cell phones instead of directing traffic they are leaving piles of trash and bags of human waste. It is absolutely positively disgusting and I should not be liable to clean up after your employees or contractors or subcontractors or whatever excuse you guys decide to use.My neighbors, myself, and the town are sick of this!

  Business Response

  Date: 08/30/2022

  A review was completed in response to the customers inquiry with the BBB regarding trash at his property.  Per the Company's reconstruction ******* contactor, this site was cleaned up on 8/25/22.  The contractor's picked up debris that did not belong to the company per the customer's request.  The ********************** has not done any work on the customers property this year. The work that was complete was work to a cutoff in the street in front of the customer's house, with final asphalt restoration that followed.  We have reached out to the customer and advised him that we were there on 8/25/22, but the customer still insists that there is trash left at his property.  We have provided the customer with the contact information for the reconstruction ******* should he have any further questions regarding this matter.  Please let us know if you have any questions.  

• Initial Complaint

  Date:08/16/2022

  Type:Sales and Advertising 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 letter in the mail threatening to shut off my services due to non payment. After doing some digging as to why I must have forgotten to pay my bill, I realized the "paperless billing" I signed up for was hasn't been sent for 5 Months. I paid the shockingly high bill ($404) and decided to call and question as to why I haven't been notified since March 2022 (it's August). After speaking with ***** she told me they dont send bills to the email, they only appear online. I questioned as to why I had been receiving emails up until March and what had changed, she informed me that was just the notification that the bill was available- ok- my bad, but why haven't I been receiving the "NOTIFICATION" reminder, well she informed me that I had to SIGN UP FOR IT- but, I thought i was- up until March and I changed NOTHING. Towards the end of the call, after many miscommunications and frustrations as to why I'm being charged LATE FEES for a bill i never got- ******************* UP ON ME.

  Business Response

  Date: 09/01/2022

  Company records show the customer signed up for Ebill on February 13, 2015.  Customers enrolled in Ebill automatically receive a past due notification via email. Changes to the paperless billing statement ready email address may be preventing some customers from receiving their monthly email notification. Customers who report not receiving a paperless billing email notification must confirm that "Xcel Energy ******************************************" is an approved recipient or trusted source with their email provider.  
  
  On August 16, 2022, the customer called to discuss her account regarding her notifications.  She requested the late payment charge of $2.44 be removed due to not receiving notifications.  The late payment charge was removed on August 17, 2022.  Her notifications were also updated so she could receive them via email and text. 
  
  On August 19, 2022, I called and left a message advising the customer we received her complaint and would investigate her concerns.
  
  On August 26, 2022, I called the customer and left a message advising her that in the future if needed she could update her notifications through My Account.  She can specify how she wants to receive them.  She just needs to provide her email address and mobile phone number and can receive them by email, text or phone.  She was advised to contact me to discuss or if she had any further questions.  As of today, I have had no response.
  
  We apologize for any inconvenience this matter may have caused.  If the customer has any further questions or concerns, she may contact the *********************** at **************.
  
  Thank you

• Initial Complaint

  Date:08/16/2022

  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.

  Xcel has broken my pay agreement approx 7x in the last 3 mons. I have a balance (due to not being able to work during the pandemic). I now have a job and I don't qualify for govt assist. I can't apply for LEAP because LEAP isn't taking new apps until Nov. I've called & explained my situation a # of times -getting out of a dangerous DV situation that I have med bills from & had over $4k stolen from me. They just want to make their hourly wage +bonus w their bait/switch collection ops. I've been told I owe this much, due on this date only to get a new threat with a diff *** due and a diff due date. I've been told I keep breaking my agreement when I'm following exactly what I'm told by their agents. After about the 10th call to them, I spoke w someone who said there were no notes from ANY prev reps. *** said she'd have a sup review my calls & contact me within 24 hrs which was a lie since I got a call from a senior customer service rep within 2hrs who didn't have access to listen to my calls....he didn't see any notes either & then stated I probably spoke with an outsourced rep - NOT MY FAULT!!! I made ANOTHER agreement with him. I called to follow up on the payment as instructed, was told I didn't make the payment when I had the receipt in hand. So Xcel yet again canceled my prev agreement and started me on my 5th "NEW" one, again with a new *** due and a new due date. I logged into my Xcel acct today, AGAIN it reflects a diff *** due (significantly higher than discussed) and a diff due date. Because of this, again I face my power being cut off. No matter what I do to try & remedy this with the company, I cant, which is why I'm taking this route. I can't have my power cut off in this heat and risk my dogs'/cat's lives. I can barely afford to eat, and if my power gets cut the little food I do have will spoil. I need an agreement that's affordable and set in stone. I need this resolved immediately b4 they shut my power off which would be catastrophic.

  Business Response

  Date: 09/12/2022

  Company records show that on July 11, 2022, the customer was set on a ******** installment payment plan to pay $81.00 plus current charges and the first payment of $223.37 was due on August 11, 2022.  The arrangement was broken on August 17, 2022,due to only receiving a payment of $70.00.  The customer was set on a new ******* installment payment plan on September 2, 2022, to pay $183.00 plus current charges with the first payment due in October.  The customers due date will fluctuate every month due to the number days in the month, holidays, and weekends.  Her due date has fluctuated from the 11th of the month to the 14th so she will need to review her bill each month and pay the full arrangement amount by the due date each month to avoid breaking the arrangement. 

  Customer Answer

  Date: 09/13/2022

   I am rejecting this response because:

  The company provided a blanket response taking aim at me and not acknowledging any of the issues their customer service team has caused. Whoever provided this response clearly did not do any research or put in any effort whatsoever to help resolve the issue. 

• Initial Complaint

  Date:08/08/2022

  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.

  Hello this complaint is for Excel Energy here in ******, **. I have recently installed solar panels on my home through a company called ******* Forever, they did a great job with the installation process and made sure that they had all of the necessary paperwork squared away with both the city and Excel themselves. After the installation was completed on the 27th of May ******* Forever advised me that they were just waiting on Excel to have someone come inspect the work that was completed and give them the "go ahead" to start operating the system. Well here we are on the 8th of August working our way to 3 months without having my system that I am currently already making payments on monthly for and no one from Excel will even return my calls to see when we are suppose to have someone out here to get my system going. My neighbor is currently having the same issue (I can provide a case #) and has asked me to join him in contacting the BBB to see if we are able to get a resolution to this huge problem that we are paying for all because no one wants to come have a look at out systems and say the simple words " your system is ready for use". I feel I have been a very patient person up to this point, however waiting 3 month and paying summer electric prices on top of my solar panel cost is very unethical. Please help us with this issue.

  Business Response

  Date: 08/22/2022

  A review was completed in response to the customer's inquiry with the ********************** regarding enrollment into the company's solar program.  The company has approved the customer's design to enroll into the **********************'s solar program on 8/15/22.  At this point, the customer will need to work with their installer to submit final documentation. The installer knows what should be done to complete the application process.  The customer's installer will also get an email of the approval through the portal to let them know that the next action is theirs.  We have reached out to the customer and provided him this information.  He was satisfied with our response.  Please let us know if you have any questions.

  Customer Answer

  Date: 08/23/2022

   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:08/01/2022

  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 have had xcel energy savers switch program since the end of Mid to end of ****. I contacted xcel about not receiving the credit that we a supposed to be applied to my account for taking part in the program. I came to a conclusion that I wouldnt get the credit for **** but should get it for July. The rep on the phone kept giving me false information such as the install was completed on the 28 and waiting for the A/C to be turned on. The statement/information is incorrect because the A/C has been running since the beginning of April. The rep then presided to say that it was stilling pending but a month to month and a half seems a little long since the system was installed already. The rep finally said that the statement coming on August 16 will reflect the credit. However, the part that keeps me puzzled is how Im taking part in Xcel program but not receive a credit until two months later and not receive back credits.

  Business Response

  Date: 08/12/2022

  The SaverSwitch has been installed in the field, but we are waiting for the subcontractor to provide the paperwork to enter the information into our billing system.  In the meantime, we have given the credits for **** and July which total $18.30. The customer would have received the back credits once the information was entered into the billing system.  

• Initial Complaint

  Date:07/29/2022

  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 had to pay over $450 to get debt collectors off my back for past due utility bills from a tenant of a property that I haven't lived at or owned since 2015. Xcel Energy didn't properly close out my account when I sold the property and is claiming I owed the money because a landlord agreement was never closed out. Again, this is a property that I haven't owned since 2015, but Xcel failed in closing it out. I'm seeking a refund for the past due amounts I paid to simply keep this from negatively impacting my credit score because I continue to get harassed by debt collectors. All this due to ****'s failure to collect money from the person who actually owes them. This would the current owner or tenant. Again, I sold the property in 2015. ****'s ineptitude in closing this out correctly isn't my fault.

  Business Response

  Date: 08/19/2022

  ************** owned the property at ************************************ in ***********. He had service in his name from September 30, 2010 until he started to rent out the property on August 1, 2013. At that time he set up a landlord agreement with Xcel Energy. This agreement would automatically put the **** back into his name every time a tenant moved out of the property. ************* sold the property in 2015, however the landlord agreement was not terminated. When the property had a name change the bill automatically went back into Mr. ****** name per the agreement. When the new tenant started service the **** went into their name and the final billing statement for ************** was sent out. When it went unpaid the debt was sent to a collection agency. When the BBB complaint was filed this collection agency was trying to collect this unpaid debt. When I received the complaint I reviewed the account and immediately recalled the debt from the collection agency. Now a decision had to be made about how to handle the debt. ************** did agree to the landlord agreement and legally was responsible for the charges, however he didnt own the property or benefit from the service in anyway. On August 4, 2022, ************** made the decision to pay the full balance to Xcel Energy. Thus,  Xcel Energy needed to make a decision to either credit the money or leave the account as paid in full. A business decision was made that since he didnt benefit from the service that we would send him a refund check for $456.85. A refund check was sent on August 9, 2022. Xcel Energy also ended the agreement that ************** had on the account and this problem will not happen in the future. I called ************** on August 19, 2022, to verify he received the check and had to leave a voice message. He has my name and phone number just in  case he has any issues with the check.  
  

• Initial Complaint

  Date:07/27/2022

  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 moved into ******************************************* back in ****. Subscribed to Xcel energy service for gas and electricity. I requested to be put on the budget plan and they obliged, paying $122-$146 per month I always paid what my statement said I owed. Well, June 21, 2022, I phoned to have service disconnected on 7-22-2022, spoke to ****. In the mean time I get a statement dated 7/14/2022 with the amount of $122.00 due. I paid that. On 7-25-2022 I received a letter from Xcel Energy stating that we have identified that your electric meter registered little or no usage from 8/11/2020-7/19/2022. We replaced the malfunctioning equipment and confirmed that the new metering equipment is working correctly. On your next billing statement includes charges for estimated use during the period the metering equipment malfunctioned. The amount showing I owe is $2,520.40. This came to much of a surprise and I phoned their ************, spoke with a real nice gal named Hope how told me my balance was $1,408.05 and that she was sending this matter to their ******************* She also stated that they had sent us a letter 8/2021 explaining that they thought our meter was malfunctioning and we needed to call. My husband, **** called them and we recall them saying that they were going to send a tech out to fix the problem. Now, keep in mind, the meter is outside and we have no idea if he came or not. Hope did state that the Xcel rep that my husband spoke to noted that my husband mentioned that were not there much, which surprised us seeing this was our residence and for 16 yrs at that time. Well today, 7-27-2022 I received 2 bills from Xcel in the mail. One for $1,530.05 and the other for $676.37 =$2,206.42. Once again I called their ************at 2:20pm today and spoke to ****** I requested to speak to his supervisor, he took my information and informed me that Id be getting a call in a few hours. Ive received nothing. I dont agree with this.

  Business Response

  Date: 08/10/2022

  The electric meter began having periods of little to no usage beginning in 2019. An automated call was issued to the customer in April 2019, and the customer confirmed they were still using the electric service. Another automated call was made in July 2019 and again the customer confirmed they were still using the electric service. Once more, another automated call was made on July 8,2022 regarding the little to no usage, but this phone call was not answered by the customer.
  
  The electric meter was rebilled for the little to no usage for the timeframe of August 11, 2020 to July 19, 2022. A two year time period is allowed by the **** rules and regulations. The meter was replaced on July 19, 2022. The billing was corrected with an estimation of the electric usage for this period based on the corresponding periods during the previous years. This rebill amount totaled $2,520.40 and was added to the account as individual statements.
  
  After the reversals of the previous electric bills, adding estimated electric bills, the final statements and a payment from the customer, the balance is currently $1413.50 owed. This can be set up on a payment plan at the customers discretion. Xcel Energy apologizes for the confusion and time spent on this issue.