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: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.

• Initial Complaint

  Date:10/17/2024

  Type:Billing 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.

  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:

  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 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:

  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.

  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:

  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 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:

  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.

  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.