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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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    Customer Complaints Summary

    • 325 total complaints in the last 3 years.
    • 117 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:10/17/2024

      Type:Billing 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 have had issues with Xcel Energy since this summer - I have been experiencing financial hardship due to the economy and a divorce from a domestic abuser, resulting in significant loss of income. My power was disconnected this summer - I called and begged for help w/ a pay arrangement as I have minor children living in the home. I was told to "call a friend or call a church, we won't help you unless you put down a payment of $300". That is an INSANE thing to tell someone experiencing financial hardship. I was able to scrape together enough money for the payment & was told I would be on a pay arrangement moving forward. I requested to be sent details on this payment plan - I was never sent details on the pay arrangement. I have made monthly payments since this - I have received 2 different disconnection notices via mail despite paying each month and despite asking for paperless statements - they have never once sent me a disconnection notice via my online account. They haven't followed through with disconnecting either, so I am convinced this is being done to harass me into paying the past due amount (which is supposedly under pay arrangement) up front - I CANNOT afford to do this. I make $32,000 a year before taxes. If I am no longer on a pay arrangement, I have not been notified.I have now received a 3rd disconnection notice, that does not have a disconnect date listed on the letter. It is Oct - there is a MN law stating they cannot disconnect our heat in the months of Oct - May due to dangerous cold. I am not sure why I have received this as I made a $350 last month (Sept.). They also must make a pay arrangement that is not more than 10% of my income, and that has not happened either. I also have received NO info on energy assistance from them - they are not even following state laws w/ this.Xcel has an energy monopoly in the state of MN - I have no choice but to use Xcel and would drop them in a heartbeat if I could choose a different energy provider.

    • Initial Complaint

      Date:10/16/2024

      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 stopped service with Xcel 8/21/24. They owe me ******. And have not paid it back yet. I was told it would take a month and was assured several times, but still no money has been returned to me.

      Business Response

      Date: 10/17/2024

      Hello,

       On October 17, 2024, I contacted to discuss his concerns.  He was advised I would investigate his concerns.  I contacted our Customer Receivables who informed me that a check will be processed and mailed to him.  I called back and left a message informing the customer.  The customer was advised to contact me if he had any additional questions or concerns.

      We apologize for any inconvenience this matter may have caused.

      Thank you

    • Initial Complaint

      Date:10/16/2024

      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 have been an xcel customer since 2009 when I bought my house, while paying for the standard services at some point they added on home smart which has then turned into home serve. I had no idea I was paying for that service. I have been using home serve plus thru centerpoint which I thought was the same thing. It wasnt until I had both bills in front of me that I realized I was paying for the same thing twice. I contacted **** and they were vague and lied to me about how home serve was homesmart before and said they just manage the billing for home serve. They also wont tell me how much I have paid towards home serve and home smart. I had to contact home serve and they said they were homesmart and that **** was responsible for signing me up for their service. I canceled my service home serve asked for a refund which they only have the invoices since March since they said xcel managed homesmart prior to that. They said they have a no refund policy even Thu it shows I never setup a account or used the service.

    • Initial Complaint

      Date:10/16/2024

      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.
      Xcel energy has a mandatory opt-out option for their ridiculous surge pricing model. They're surge pricing literally triples energy rates at the times it's needed most, and at random times they decide. They have an opt-out program that lets you save money by having a consistent energy rate. This fraudulent company makes it so you have to call in order to opt out of the surge pricing. They make you sit through a ridiculously long menu, only to put you in the same whole queue as everybody else regardless of your reason for calling. They tell you the whole time is longer than 30 minutes. And if you stay on hold for the 30 minutes they disconnect the phone call. Essentially making it so there's no way to use The opt-out option to lower your energy bill. This is an absolutely unacceptable way to treat an essential utility.

      Business Response

      Date: 10/30/2024

      Xcel Energy's Customer Advocate reached out to the customer, and it was advised that the issue was resolved.                        

    • Initial Complaint

      Date:10/16/2024

      Type:Customer Service 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.
      This company is absolutely terrible! We have outages multiple times a week, and have to consistently replace things because they cant keep the power on, and they dont hire humans for support they are greedy and use a ******* chat robot online and on the phone. **** of companies with a monopoly being greedy! Keep the power on 24/7 there should not be multiple outages every week because of greedy profit driven companies with a monopoly.

    • Initial Complaint

      Date:10/07/2024

      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.
      On Jan 11, 2024, one of the electric lines between our house and the transformer failed. A technician installed a temporary device to allow both phases of power to run on the one remaining line. He said a repair crew would come in a week or two to fix the line. We're still waiting for a repair. We've called and emailed many times, filed complaints with the *** and *************************** and involved our state representative's office. Still no repair and no date for a repair. We just installed solar panels and backup battery, which can't be interconnected until the line is repaired. We gave Xcel notice of the installation months before it happened, but no repair. We just want this line fixed. **** won't let us hire anyone else to do it, even though it's been 9 months and they still haven't done it themselves.

    • Initial Complaint

      Date:09/21/2024

      Type:Customer Service 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.
      **** has been recording our excess solar input since November of 2023. We have called every 2 months since requesting information on when we will start getting credit for our net metering and the only response received is that the report is being escalated. We have never received any return communications and have been paying full price for our electricity even while producing more than we use on a monthly basis. **** has made no efforts to reconcile the issue and each customer support agent we speak to says the same scripted lines that they cannot help, call back in 60 days.

      Business Response

      Date: 10/10/2024

      The customer has been contacted and provided the contact information for his assigned Customer Advocate. The customer is aware that corrections have been requested on his account. 

    • Initial Complaint

      Date:09/20/2024

      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.
      Xcel Energy has not sent me a bill in over 6 months. Yet will charge a fee if not paid on time. I have emailed, called and either sat on hold an hour at a time or got no answers. I even left messages when paying online and got no response. How am I penalized without being sent a bill by paper or email.

      Business Response

      Date: 09/23/2024

      Complaint Response: In speaking with the Customer on September 23, 2024, it was confirmed that the bill issue had been corrected by speaking with an agent September 20, 2024. The Customer stated that he should be receiving future billing statements.
      There is nothing further for this complaint.
      Thank you.

    • Initial Complaint

      Date:09/14/2024

      Type:Order 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.
      Called The company on 5th July 2024 about the following issue and found out about notices at this time.The company sent a notice of disconnection on 28th May. I bought the residence on 31st May and there was no notice. Moved in 14th June, still no notice.Left residence on 23rd June for about two weeks for personal reasons. Power disconnected 25th June and notice sent.Returned to residence 4th July to no power and no notice in mail.All perishables gone and home smells like death due to rancid meat.Note: Account start date on 5th July 2024 due to waiting on some sort of communication from power company. Assumed that a letter would come to tell me that they exist, or in this case, to let me know that power was going to get shut off.Claim sent due to loses and complete lack of communication on 8th July.Response from company on 23rd July is that they take no responsibility.Understandable that I should have taken some initiative to ask around and call them, but there should have been some sort of notice. The residence received zero notice. Had there been, then this all would have been avoided as I would have known what was coming.I can't trust their records at all since they say that they sent a notice. . . Before I even owned the house. . . and the supposed notice never arrived, nor the second one they sent. . . after they already shut off the power.

      Business Response

      Date: 09/28/2024

      Electric service at the customers location was disconnected due to not having a responsible party for billing.
      MINNESOTA ELECTRIC RATE BOOK MPUC NO. 2
      GENERAL RULES AND REGULATIONS
      SECTION 1 GENERAL SERVICE RULES
      APPLICATION FOR SERVICE:
      A party desiring electric service must make application to the Company before commencing the use of the Company's service. The Company reserves the right to require a signed application or written contract for service to be furnished.All applications and contracts for service must be made in the legal name of the party desiring the service. The Company may refuse or terminate service to any applicant for or user of service who fails or refuses to furnish information requested by the Company for the establishment of a service account. Receipt and use of electric service in the absence of application or contract shall constitute the user a customer of the ******************** subject to its rates, rules, and regulations and said user shall be responsible for payment of all service used.

      A letter is sent to the owner of a property (who is listed in the Xcel Energy system) when usage at a location is greater than a ***** kWh threshold. In this circumstance the usage did not surpass that threshold.
      In speaking with the Customer, the usage threshold information was explained.  If any misinformation was provided in previous agent interactions, that will be addressed internally.
      There is nothing further on this inquiry. Xcel Energy has no further comment on this issue.

    • Initial Complaint

      Date:09/14/2024

      Type:Customer Service 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 had my meter replaced back in February or early March. I can tell you I havent received an electric **** for my home since March. I also have solar panels. Since the panels have been installed I have always had a ****. There have bern months where at times I had an estimate taken of my electric and then later received a credit because I ended up overpaying even with the credit from the solar. I generate from my panels almost 3x more power than I usestill get an electric **** and still pay for my panels. The price for kWh of energy from Xcel is .09/.05 and what I get reimbursed for putting back into the grid is .02. So this is why I end up with a ****. The real problem is when my meter was switched out there was a glitch which no one at **** even told me about, or bother to put a work order in to fix. Instead they continue to go along without ****ing me. My **** says unavailable not zeroSo instead months Im waiting for my ****, calling and emailing someone out here, never getting a response back, calling out an engineer for my solar, trying to figure out something!!!! **************** waiting on hold for ****ing seeing my kWh that Im producing !!! Knowing my power **** is now $1,400+ getting no where!!! All I want to do is get someone to fix my meter!!! Read my meter!!! Fix my glitch!! Something!!! I want to pay my **** and sell my house. No one is calling me back to get this figured outexpedited work orders 30/60 days or moreunacceptable!!!The worst service Ive ever had to deal with. I cant get anywhere with anyone.

      Business Response

      Date: 10/01/2024

      Complaint Response: Xcel Energy company records indicate that the customer had a meter exchange on February 17, 2024. 
      A request for billing corrections was submitted August *******. Billing corrections were completed September 17, 2024.
      The Customer Advocate requested a test be performed on the home electric meter. To ensure the accuracy of the meter, a test was conducted.The electric meter was tested on September 27, 2024, and it registered ******%on a full load and ******% on a light load, which are within industry standards.
      The Customer Advocate provided meter test results to the Customer via voicemail and email On October 1, 2024.
      There is nothing further on this complaint.

      Customer Answer

      Date: 10/02/2024

       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.

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

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