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.

  825 Rice St. Saint Paul, MN 55117-5459

• 

  Xcel Energy, Inc.

  5050 Service Dr Winona, MN 55987-1305

• 

  Xcel Energy, Inc.

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

• 

  Xcel Energy, Inc.

  PO Box 2747 Fargo, ND 58108-2747

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:09/04/2024

  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.

  During last storm on 29 August 2024 ... The next day Xcel cut down a tree in my back yard which was directly under a power line... The tree was not broken by the storm but they decided to put a chain saw to it. The tree has been laying down in back yard since cut. I called Xcel to inquire when they are going to haul it away. They said they are not responsible for removal of tree & that I'm responsible for removal of tree. I told them I disagree so now I'm filing a complaint against **** ... If I need to I'll forced to be represented by legal counsel with possible lawsuit.

• Initial Complaint

  Date:08/30/2024

  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.

  We have been without power since 5:27am on August 27th, 2024. It is now 1:54pm on August 30th and Xcel Energy has not restored power and is refusing to provide financial compensation for all the costs we have incurred as a result of the power outage. (Eating out, laundromat, etc.) Outages in our neighborhood that were reported to have begun on August 29th and 30th have been resolved. **** has been unable to, or refuses to provide information about why the outage is taking so long to resolve. Today (8/30), customer service stated "we don't provide any compensation and cannot help you" and proceeded to end the call. We are seeking compensation of $250 either in cash or credited to our account.

  Business Response

  Date: 09/17/2024

  A review has been conducted in reference to ************************* complaint submitted regarding outages for the service address.
  **************** contacted Xcel Energy regarding outages for her location. The outages were reported and she was signed up to receive outage notifications.
  **************** was sent a copy of the outage reliability report for her location.
  There is nothing further on this complaint. Xcel Energy has no further comment pertaining to this concern.
  Thank you. 

• Initial Complaint

  Date:08/28/2024

  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.

  We live ******, ********, zip code *****. We are needing help to get Xcel to consistently provide power to our neighborhood. Within the last month, our neighborhood's power has been cut over three times. Two ocassions were over *************************************** spoiled food, medications, and work hours as we work from home. Our son has autism, and the power outages, especially in summer, exacerbate his condition. **** said they will send a form for reimbursement, but they have given no formal process for reimbursement. Nor have they given an explanation as to why this is happening over and over, or credits on our power bills. We are seeking (1) renumeration on our power bills, (2) an explanation as to the frequent outages, and (3) assurance that this frequency will not continue.All communication is desired from Xcel by email, not phone.

  Business Response

  Date: 09/18/2024

  The Company will investigate the situation, contact the customer, and provide a response. A Customer Advocate from the ******************** will reach out to the customer directly.

  Customer Answer

  Date: 09/19/2024

   I am rejecting this response because: I appreciate Xcel's response to reach out. As of writing, we have not received a call. Further, after speaking with customer service representatives, we were told our concern would be elevated and that we would receive communication. This has not occurred. Since then, our power went out again, without warning or explanation, lasting 14 hours.

  We were sent a "reimbursement" form for lost expenses, and it was not relevant to our expenses. It required very detailed information, including itemized receipts, but only for large appliances. Our thousands of dollars of loss were in spoiled food from the multiple outages, and lost pay since we work from home. As of now, we have zero resolution, or renumeration on our monthly bill or for our losses.
  
  

  
  

• Initial Complaint

  Date:08/27/2024

  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.

  08/26 there was a storm that went through the night and caused our power to go out around 3am the morning of 08/27 and originally I was receiving updates on power restoration, originally saying around 8:30am, then it turned to 5:30pm of 08/27 but once 6pm came I received no more updates. I called customer support and all they could do was apologize but not give me any updates on estimated time of power restoration. I have food, medicine and plants that require power to maintain and with Excel Energy now not even posting updates, Im afraid I will lose all of those due to no power because of the lack of communication and effort due to Excel Energy.

  Business Response

  Date: 09/10/2024

  The company has sent a letter to the service address explaining the matter of the
  complaint.

• Initial Complaint

  Date:08/27/2024

  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.

  Power went out last night at 5:30 am August 27th 2024. I live in an apartment all of the people including myself have been without power for going on 11 hours when we call to ask what is going on xcel energy says the power will be back on at 5:30 pm our food is going bad and they want us to wait to ad injury to insult everything else around us has power why is it we don't but the gas station the ********* and everything else does? Another Thing I'm starting to notice that this company seems to always have outages quite a lot never has this ever happened before like this sure power goes out from a bad storm here and there but it's never taken these people this long to get it figured out. I want this company replace/pay for the food I have to now throw out cause it's has been sitting in my fridge with no power for 13 hours. Also the need to come out and apologize to their customers for this disgusting customer service of theirs

  Business Response

  Date: 09/05/2024

  A review has been conducted in reference to the Customers complaint submitted to the ********************** regarding outages effecting the service address. Xcel Energy company records indicate the Customer initiated electric and service at the aforementioned address effective September 1, 2022.
  Xcel Energy company records indicate that the Customer called the ********************** on August 27, 2024, to report an outage.
  On August 28, 2024, the Customer Advocate spoke with the Customer. During that conversation she mentioned thawed out groceries. She is requesting Xcel Energy replace or compensate her replacement value. The Customer Advocate advised that a claim form would be sent to the service address via the postal address.
  Xcel Energy does not compensate for losses due to outage situations beyond our control - such as summer or winter storms.The ***************** will make ALL compensation decisions.
  Service Quality tariff outage credits for Minnesota customers are determined annually through an analysis of all outages occurring during the calendar year. Customers eligible for a credit will receive a letter in late February. Outage credits are posted to customer accounts by Feb. 28 of each year based on the outages that occurred the previous calendar year.
  Specifically, the service quality tariff provides that customers receive the following credits for single year outages:
  $50 credit to customers experiencing at least 6 interruptions lasting five minutes or more; and
  $50 credit to customers per interruption lasting 24 hours or more
  
  The Customer is being sent a two year outage history and work plan.
  There is nothing further on this complaint. Xcel Energy has no further comment on this complaint.

• Initial Complaint

  Date:08/27/2024

  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.

  Our power has gone out over 4 times this summer. Two of them have been on the hottest days of the year. It has taken Xcel extended periods of time to restore power with no updates. The reliability of their service is extremely questionable.

  Business Response

  Date: 09/10/2024

  The Advocate provided the customer with a detailed report regarding the outages that took place. The recent outages were due to severe storm systems that moved thru the area. Due to the large number of customers impacted by these storms, restoration took longer than normal. The customer has the Advocates contact information.

  Customer Answer

  Date: 09/11/2024

   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:08/23/2024

  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.

  I have disputed the over charge $173.56 over pass few month but I have never get the reply or the adjustment charge from them. I have to cancel my service with them now, and I am hoping that you can help to settle with their over charge amount of $173.56. I was expecting my bill in March is $35.90. Instead it was $209.46. They are continue to carry the amount $173.56 from the over-billed they have admitted.

  Business Response

  Date: 08/26/2024

  I have spoken to the Customer with a resolution - they have my direct contract information if there are any questions

  Customer Answer

  Date: 08/28/2024

   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:08/22/2024

  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.

  Ok last month I paid ************************************************** I wouldnt have to pay again until next month. Well here it is this month these ppl cut my lights off the day after it was due which was very unheard of. So I pay my past due balance called back to ***ort my payment and get my lights back on. The experience I had was very different from the following month. While Im ***orting my payment the lady going to tell me in order to turn my lights on I have to get on a payment arrangement. Say what!? Ive paid the amount thats needed to turn my lights on. That should be happening regardless because its paid. The customer service *** tried to bully me into a payment arrangement after I declined because I dont need that and didnt have to do it the last month and I dont want to. She hung up the phone and Ive been trying to talk to someone for two hours holding over 30 minutes at a time. Again I paid my past due amount needed to turn my lights on. Turning them back on should not be up for negotiation of any sort and my god given right to declined a payment arrangement and my lights are currently still off even tho Ive paid the balances to turn them on. Yes I want to file a complaint. Ive had way higher bills I dont pay for months and dont go through this but now Im paying they using aggressive manipulating tactics. I have a child in this house. My bill is low as it ever been and they wait time to deal with issues is 30 plus minutes. Why should anyone have to go through that type of hold about their lights. I want to file a complaint yes.

  Business Response

  Date: 09/06/2024

  The customer was provided the Advocates contact information. Per research there was a misunderstanding during the original communication. The customer has a current active financial arrangement in place with the company.

• Initial Complaint

  Date:08/19/2024

  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.

  **** put a so called smart meter in to replace other meter. The next month my bill was 30 dollars higher than normal. I usually pay around *********************************************************************** it was because it was a 35 day cycle and thats why it was higher. It turns out that she lied to me because i just recieved a bill for 110 dollars, 40 dollars higher than normal. **** is committing fraud and overcharging me.

• Initial Complaint

  Date:08/16/2024

  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.

  On Tuesday 7/30/24 in the morning @9 our power went out. I.5 hours later it came back on. The next day we went backyard and noticed many **************** cut down. With deep ruts in lawn. We called **** and spoke with Camry. Ref # **********. She told us a crew was trimming trees from power line. That they do it every 5 years. She said the crew should have cleaned up some of the debris and they will send a supervisor out. The supervisor showed up 8/5. WOULD NOT walk back to look at damages. And that it was an emergency. I said, how is it an emergency when it was resolved in 1.5 hours with a crew waiting and did all that cutting I told the supervisor that I was told it was a five year trimming detail AND the crew should have notified us which they never did. Both of us are in our 70s trying to maintain our home and Excel does that type of damages. Worse for me is the Xcel supervisor on site refusing to walk back to look at damages even though they contract with this crew for services. ***** *****