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.

  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:12/19/2024

  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.

  Xcel energy is charging an affordability charge on the bills of people who are not ********** to assist in paying the bills of ********** customers. I dont think this is right as a single person with no dependents who makes too much for assistance, but barely enough to pay my bills, I dont want to pay for the bills of other people and I want all of those charges on all my bills dating back to the opening of my account refunded. I pay into taxes that already fund these programs so for xcel to charge me more money that is already getting taxed is theft. And any regulations that allow them to charge this need to be removed immediately, if people want to DONATE into this fund, that should be the option, not a mandatory fee. I cant afford the extra $2 a month when Im already behind on my bill and probably going to have my electricity shut off because I cant afford it but I dont qualify for their assistance program because I dont have any kids. But who can afford kids in this economy? We shouldnt be punished for making enough money to barely survive by paying for those who make less or by those who just arent working because its easier to live off of other people.

  Business Response

  Date: 12/31/2024

  A review has been conducted in reference to the Customers complaint submitted to ********************** regarding the affordability charge seen on the bill for the service address. Company records indicate the customer initiated service at the address effective July 1, 2024.
  The Customer has requested not to pay the monthly affordability charge. The affordability charge is a flat fee surcharge per meter to fund a ********** Energy Discount program or ********** Credit (LIC) program in **, which was mandated by the ** legislature. The *************************** approved the proposal.
  There is not an option to have the charge removed or refunded to the ** Customer.
  PER MINNESOTA ELECTRIC RATE BOOK - MPUC NO. 2
  ********** ENERGY DISCOUNT RIDER
  PROGRAM SURCHARGE Rider program costs shall be recovered in the following per month amounts, with the total surcharge as a separate line item on customer billing statements:
  Service Category Base $0.65 LILU $0.47 PowerON $ 0.82 Medical Affordability $0.18 Total Residential $2.12.
  This charge will continue to be seen on billing statements for the customer.
  ********************** has no further response on this complaint.
  Thank you. 
  

• Initial Complaint

  Date:12/06/2024

  Type:Billing 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.

  Several months ago in July we signed up for the ** rewards and it came with installation of a new & free smart thermostat, which was completed in early August. We were told wed get a $100 credit for signing up/joining the program and then a $25 credit reward annually in either September or October. Neither credit had shown up by the 9/11 bill so we called. We confirmed with customer service that we are on the ** Rewards program, that we were supposed to get the credits. That person said we should see the credits on the next bill. Our next bill on 10/8, we still had not recevied the credits so we called again. Once again we were told that the person made a note on the account and we'd see the credits on the next bill. Well on our recent bill from 11/8, we still had NOT gotten either credit. The week before Thanksgiving we called AGAIN and that person said another team would look at why we didnt get either credit and theyd get back to us in a couple days. No one has called us back at all and we are extremely frustrated. We also cannot keep spending time calling customer service because every time, it's over an hour wait and we have to work for a living. We just want the credits that have been offered to us!

  Business Response

  Date: 12/10/2024

  Xcel Energy's Customer Advocate contacted the customer. The issue has been resolved. 

  Customer Answer

  Date: 12/10/2024

   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

  Date:11/24/2024

  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.

  Our solar panels went live on the grid on July 1, 2024. At that time we were told that Xcel Energy will complete their setup and well start to see the benefits of selling solar energy back to ************************* is now November 24, 2024 and we are still waiting for Xcel Energy to complete the setup within their system. We have called Xcel Energy at least 3 times to register a complaint and our solar installer **************** has done the same. We have even contacted the *************************** and still have not heard back from anyone. We have been more than patient in this matter while Xcel Energy works out their internal issues. Each time that we contacted Xcel Energy we were told that this will be resolved right away and expect to see the change on our next monthly bill. We have *not* seen a change to our monthly bill and want to know why and when it will be resolved. What is it going to take for Xcel Energy to complete their work on our account? We completed everything that Xcel Energy told us to complete in a timely manner. What cant Xcel Energy show us the same courtesy and respect?Xcel Energy now **** us nearly 6 months worth of solar energy fees plus interest. We want to see a resolution before the end of the current billing cycle.

• Initial Complaint

  Date:11/18/2024

  Type:Billing 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 a/c ************. Statement #********* My statement for the period 1/30/24 - 2/29/24 showed a significant increase in natural gas service to 1007 Therms. That period's gas charge was $953.84 compared to average gas charges of $200.00 or less. I have called Xcel several times and also sent a letter asking for a review and adjustment. One billing person told me that my meter had been updated and it appeared the technician had failed to reset my reading from zero to the right starting point thus the billing was in error. He said he would set out all of the correct information to be processed. Several calls to **** since have given me no assurance an adjustment will ever be processed. I was told today that I have no ability to speak with a supervisor and should just wait.I am reaching out to see whether you can assist me. Thank you.(Note: I can Fax you my Xcel statement if you wish. Just let me know)Regards **** ***** ***** ***** **************************************** ************

  Business Response

  Date: 11/21/2024

  Xcel Energy's ****************** has corrected the customer's billing. If the customer has any questions or concerns, they may reach out to the Customer Advocate.

  Customer Answer

  Date: 11/22/2024

   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.  Thank you for your assistance in this matter.

   

• Initial Complaint

  Date:11/17/2024

  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.

  October 10 ****** tree contacted excel to remove of prune branches from a dead,and tree that were above the high voltage line. They can't seem to find ghat call although they were contacted back by a excel trimmed. Davey..... They have treated MD like he'll when I ha e called and I was told each time they can't tell me anything.. I ha e been waiting since September to get this tree pruned by excel so we can use the sidewalk and parking area . pie,we / large branches are falling g off and endangering people and animals and buildings. Yet excel does nothing. I hVe,always been asked to get a call back to leave feedback yet they don't call back for that. The city of Bay port recently adopted a code that ant tree endangering the publi, must be removed. In the meantime I have let them k ow that and still nothing!! Please get a hold of someone who will do something I'm letting everyone know any damage caused or injuries will be excel responsiblity I'm also forwarding this to the city and a lawyer. The address that needs to be pruned is *****************************

  Business Response

  Date: 11/22/2024

  Xcel Energy's ******************************** has completed the tree work. If the customer has any questions or concerns, they can contact the Customer Advocate by replying to the email that was sent.

  Customer Answer

  Date: 11/22/2024

   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

  Date:11/15/2024

  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.

  ******************************************************************************************************** The first time I called the auto menu said due to wildfires I would have to call back. I called today and there is no main or sub menu option to opt out of the time of use plan and the wait time for any option is over 30 minutes.

  Business Response

  Date: 11/21/2024

  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 in regards to opting out. The customer has the advocates direct contact information if they have any additional questions or concerns.

  Customer Answer

  Date: 11/23/2024

   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

  Date:10/25/2024

  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.

  1) Xcel installed a smart meter that interfered with our backyard motion-activated security light, by causing it to remain on. There are many reports of interference by smart meters with electrical devices and wireless technology devices. I tested this by covering the meter with aluminum foil, blocking the signal from the meter. The security light again functioned normally, and ceased functioning normally when I took the foil off.2) December, 2023. Meter was installed. Problem with security light started that night. The light was triggered continuously, keeping the light on all night.3) January 29, 2024. Called Xcel and was referred to Olameter.4) February, 2024. Olameter representative **** ******* *************) inspected our property agreed with my assessment, and said he would submit a report to Xcel. I told **** I had replaced the security light ($65-$70), thinking the light was faulty. When that didn't fix the problem, I did the foil covering test, which prevented the meter's signal from affecting the security light, which then functioned normally.5) March 27, 2024. No action. Called **** and spoke with *****. ***** sent an email to the *** deployment team asking them for action on the matter.6) July 27, 2024. No action. Called Xcel *************) and spoke with Sissy. Sissy examined my account and found nothing about the matter posted there. She sent an email to the ******** and cc'd her manager.7) August 23, 2024. Visited Xcel booth at State Fair and spoke with the representative who said she would report my problem to Xcel.8) Almost a year later with no satisfaction, I'm reporting Xcel to the BBB. I want Xcel to a) change the transmitting frequency of the meter to not interfere with my security light OR b) reimburse me for the cost of the replacement security light I bought and the cost to install new lighting that is operated by a switch, rather than motion-sensing. I estimate that cost as $1,500.

• Initial Complaint

  Date:10/22/2024

  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.

  Excel had to remove a tree on my property as it grew into the power lines. They threw all the branches on my neighbors yard. The lot line was clearly visable.. one can imagine that my neighbor was not happy. Called excel and was told I will be contacted by the next day the case number was **********. No one called and I had to pay someone 150$$ to remove those branches. I called excel again. I asked to speak to a supervisor. I got to ***** employee number ******. He was not a supervisor so I kindly asked for a supervisor. not gonna happen was his response. I repeated my request and he repeated the same answer and hanged up. I do not like to be treated this way. Excel has raised our prices exorbitantly despite nat gas prices are lower then years ago. On top they make me pay for their mess and treat me like dirt. I might have an accent but also a masters degree. I am already in contact with the utilities commission and **** of human services

• Initial Complaint

  Date:10/20/2024

  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.

  We've been **** customers for 30 years. On October 18th, someone requested power be shut off at the wrong address (our home address). Without notice to us, Xcel shut off power. Our power was out for over 13 hours before Xcel was able to restore it, even though Xcel knew that they turned off power at the wrong house. Xcel ruined two fridges worth of food but refuses to take any responsibility. **** did not offer any kind of credit or refund or anything to accept responsibility for their failure. We are out hundreds of dollars and **** just says it's our problem.

• Initial Complaint

  Date:10/18/2024

  Type:Sales and Advertising 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.

  In April 2024, **** came to put a smart meter on my house. I asked the tech to please remove it, and return my old meter, which he did. I also spoke with customer care, and told them I was opting out of the smart meter.Following that, I started receiving bills for $0, and had many calls with them, including with several supervisors, but it never got fixed. Month after month, I've received $0 bills. The last supervisor I spoke with assured me it would be fixed, and they would update their billing system to show that a manual reading was needed.After many weeks, on 10/11/24, I got an email informing me that my smart meter had been installed. I checked, and it is not there, and checked my bills, and am still showing $0.A couple of days later, I got something in the mail stating that they had determined I was not billed correctly, and had fixed it. Obviously they did not fix it, because their records still don't show that I've declined the smart meter, and require a manual reading. Also, as noted, my **** ***** shows $**** should not take in excess of 6 months for them to correct an error in their billing system.