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Business Profile

Energy Service Company

Xcel Energy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Energy Service Company.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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:04/03/2025

    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.
    We purchased a home and closed on 2.28.25

    I contacted Xcel energy on multiple occasions to see if they were the service provider at our new home, stop service on our current apartment and terminate services

    They have since billed me for services 2.24.25 - 3.25.25 and are stating that I did not call in to terminate my services and therefor the bill was valid. They refuse to help in anyway and will not give me the opportunity to speak w/ management to resolve.

    Business Response

    Date: 04/16/2025

    A review was carried out in response to
    the customer’s complaint to the Better Business Bureau regarding a stop service
    request at their location.

    On December 2, 2024, the customer contacted Xcel Energy’s
    Customer Contact Center to inquire why services were not stopped at the
    specified address, as a new home was purchased on March 7, 2025. The customer
    claimed that a request to stop services was made via phone around February 28,
    2025. However, after researching, no calls were found during that timeframe to
    stop services at the address. Therefore, the stop request date was recorded as
    April 2, 2025, the day of notification from the new tenant.


    Xcel Energy’s Customer Advocate spoke with the customer, but
    the call was disconnected. Consequently, an email was sent to the customer
    advising the following information.

    Customer Answer

    Date: 04/16/2025



    Complaint: ********



    I am rejecting this response because:

    I called Xcel energy, multiple different times during our purchase/move into our new home.  Xcel energy was the one to inform us that our new address was not services by them in the first place - I spoke with our property manager at the townhouse as well and she informed me that she has had nothing but issues w/ Xcel processing the disconnects correctly or on time.  Convenient for them, as the bills are being paid and not refunded.

    My complaint stands - UNETHICAL BUSINESS PRACTICES




    Sincerely,



    ******** ** *******

    Business Response

    Date: 04/30/2025

    Upon further review of the customer's inquiry to the Better
    Business Bureau, no additional information was found regarding the customer
    contacting Xcel Energy to stop service via phone. Our records indicate that the only call
    received for the customer's former address was a stop request, recorded on
    April 2, 2025. This request was initiated by a new tenant calling to start
    services, which automatically placed a stop request on the customer's account.

Xcel Energy is NOT a BBB Accredited Business.

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