Complaints

This profile includes complaints for Xcel Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Xcel Energy has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Xcel Energy

  1414 W Hamilton Ave Eau Claire, WI 54701-7252

• 

  Xcel Energy

  PO Box 8 Eau Claire, WI 54702-0008

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:10/02/2023

  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.

  My former address is *******************************************************************************. My lease was up on June 30, 2023. I moved out of the apartment to my current residence on June 15, 2023. There is a landline phone that comes with the apartment. The number is ************. I called and notified Excel Energy that my last day at the apartment was June 30, 2023 in late June 2023. I continued to receive bills for service for my former address until August 18, 2023. I contacted the service department at Excel Energy multiple times (at least 10 times) to ask why I was still being billed. They stayed they did not receive a call cancelling service. Consequently, I was billed through August 18, 2023. I asked why they were doubling billing for service but did not get a response. I paid the bill which was the current residents service, July 1, 2023 through August 18, 2023.

  Business Response

  Date: 10/16/2023

  Hello,
  
  A review was completed in response to the customers complaint to the Better Business Bureau.  The customer has been contacted three times regarding her stop date and has been advised appropriately.
  
  There is nothing pending this complaint.
  
  Sincerely,
  
  ***************************
  
  ***************************
  Xcel Energy
  Customer Advocate Analyst
  ********************************************************************************
  P: ************   F: ************
  E: ***************************************************************
  ________________________________________________________
  *******************************************; Facebook.com/XcelEnergy   Twitter.com/XcelEnergy
  Please consider the environment before printing this email.
  
  This e-mail, and any attachments, may contain confidential or private material for the sole use of the intended recipient(s). If you are not the intended recipient, please contact the sender by reply mail and delete all copies of this message and any attachments.
  &##_(XCEL Confidential - Encrypted)_$$@

• Initial Complaint

  Date:09/16/2023

  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 disconnected my power on Tuesday September 12th!! They are refusing to turn my power back on. It's cold in my house. I ended up in the emergency room because I am getting sick from not being able to turn my heat on. I am out of work due to a knee injury. I had to throw away $80.00 worth of food. I NEED my power turned back on.

  Business Response

  Date: 10/13/2023

  Xcel Energy was able to reconnect Ms. ********** account on September 18, 2023. We faxed a Medical Certificate to her Doctor and have not received it back. I was able to speak with ********************** and we agreed upon a payment arrangement that calls for her to make her payment by the end of November. We discussed her also working with Energy Assistance to try and get help on paying the balance off. She advised that she had been in contact, but that there was an extremely long waiting list. Hopefully, they will work their way through that list and she will receive help in the near future. I did give her my name and number just in case she had any issues. 

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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 been trying to disenroll in the Renewable*Connect program since July 2022. On July 12, 2022, I sent an email to the Renewable*Connect team requesting to disenroll. On July 18, 2022, I received an email response saying that I would be disenrolled within 30 days. I assumed that I had been disenrolled, but noticed on July 17, 2023 (approx 1 year later) that I was still enrolled in that program. I sent another email but also decided to call Xcel. Eventually I was transferred to the ** team, at which point I was told that they would work on finally disenrolling me and refunding the difference in cost of staying enrolled in the program. I have heard twice from the person on the ** team who is trying to assist me, but her efforts at escalation have not been successful, and as of today, Sept 11, 2023, she is unable to provide a timeline for getting this resolved.

  Business Response

  Date: 09/22/2023

  A review was conducted in reference to the Customers complaint regarding Renewable Connect cancellation. Xcel Energy company records indicate that the Customer has had Renewable Connect enrollment cancelled with a retroactive date of July 1, 2022. The cancellation was completed September 11, 2023.
  

  Billing corrections are seen on the Customers most recent statement.
  

  Xcel Energy has no further response to this complaint. 

  Customer Answer

  Date: 09/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and can confirm that the resolution is satisfactory to me. 
  
  Thank you,
  
  *************************
  

• Initial Complaint

  Date:07/14/2023

  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.

  I contacted Xcel energy during business hours. By the time I got through the answering system it was past open hours and I was unable to even leave a message. I tried contacting via the customer service email and was given a response to call Xcel which is why I needed to resort to this. I have an issue with my billing account and discrepancy email indicating I have a past due bill amount. There either is an issue with the email not reflecting that Ive paid the account when I have or my Xcel account is not properly hooked up and linked to my billing address. Please finish this job.

• Initial Complaint

  Date:06/30/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  ******** who is a subcontractor for xcel energy replaced my electric meter with a smart meter on 6-21-23. That evening I inspected the work and observed a crack in the siding on the upper left side. I took a picture of the meter a few days before. I made a complaint with xcel. ******** sent a tech to investigate on 6-26-23. They called me on 6-28-23 to deny my claim. I have photographic proof of no crack in the siding before the work was done and observation with my wife too.

  Business Response

  Date: 08/09/2023

  Hello,
  
  Re: Complaint #********
  
  A review has been completed in response to inquiry ******** with the Better Business Bureau.  Attached is our response.
  
  There is nothing further pending this complaint. 
  
  Sincerely,
  
  ***************************
  Xcel Energy
  Customer Advocate Analyst
  ********************************************************************************
  P: ************  F: ************
  E: ***************************************************************
  ________________________________________________________
  *******************************************; Facebook.com/XcelEnergy   Twitter.com/XcelEnergy
  Please consider the environment before printing this email.
  
  This e-mail, and any attachments, may contain confidential or private material for the sole use of the intended recipient(s).If you are not the intended recipient, please contact the sender by reply mail and delete all copies of this message and any attachments.
  &##_(XCEL Confidential - Encrypted)_$$@
  

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I do not accept their response because i have photographic evidence of before and after of the meter install.  There was no crack in the siding the day before the install and there is a crack the afternoon of the install.  Just another instance of a utility company doing nothing for its customers.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/21/2023

  Type:Billing 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.

  Starting in the spring of 2022, Xcel Energy mis-charged me for my monthly utility bill after having solar panels installed on my house. Xcel billing started charging me for the electricity the solar panels generated, crediting my account for the electricity used, and failed to reset the account balance after each monthly payment. This resulted in a ridiculously high utility bill month after month.After several months of calls and no help from Xcel, I filed a BBB complaint Xcel had a representative contact me about my issue. In late summer 2022, the Xcel representative told me that there was no issue or error on the side of Xcel Energy, and that I must have an electrical problem at my house, either an issue with the breaker panel or faulty appliance. Following the representatives advice we sold a stand-up deep freeze and hired multiple electricians. None of these steps resolved the issue.The bills were getting so high that I had to take time off work for service visits, was performing daily meter readings, and making multiple hour plus long phone calls to Xcel Energy.Finally in December 2022, Xcel notified me of their internal billing issue. They refunded me the over-payments and agreed to reimburse me for funds spent hiring electricians, replacing a deep freezer, and performing an energy audit. On April 19, 2023 I received an email and settlement offer for my claim. I sent in my signed copy of the agreement on 4/20/2032. As of today, 6/20/2023 I still have not received payment for the settlement, and the representative has not responded to any of my communications since 5/2/23.

  Business Response

  Date: 07/03/2023

  A review was completed in response to the customers complaint with the Better Business Bureau regarding reimbursement.
  

  Company records show the claim was received on January 20,2023 Xcel Energy sent a receipt of the Claim letter to the customer via **** advising that it can take up to 120 days to process the claim.
  

  Once the full investigation was completed on April 19, 2023 a Settlement Letter was sent to the customer via email. ********************** received the signed Settlement letter from the customer on April 21, 2023. The Claims Investigator confirmed that the signed settlement letter had been processed on May 2, 2023.
  

  An investigation took place regarding the status of the paper check, it was determined that it was not issued initially as intended during the time period of May 2,2023 through June 10, 2023. Xcel Energy has taken the action to have the check issued. The Claims Investigator confirmed the check was printed on June 26, 2023.
  

  The customer should receive the reimbursement check within five to ten business days.   
  

  The company has been in contact with the customer and has discussed the situation. The Customer also has our contact information if they have further questions or concerns.
  

  Xcel Energy apologizes for any inconvenience this may have caused the customer. 

• Initial Complaint

  Date:04/05/2023

  Type:Order 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 currently live at *************************************************************************. Last year Xcel Energy moved the utility **** out of my name to the previous occupant of my unit, more than 12 months after I moved in. The bill was in the other persons name for 3 months before I caught it, in which I backed paid for the time in which I used the service. I still live at the address stated above. I just received the March 2023 bill, which has a different persons name on it. When I go online to pay, it shows that I owe nothing. The explanation Xcel gave is that they do not have time to make sure information is correct in their system, resulting in someone who does not live here, being responsible for the bill.

  Business Response

  Date: 04/17/2023

  ******** stated in complaint that they had never moved from address and is currently rebilled to reflect no gap in service. Any Home Smart credits have been transferred to the correct account for new customer starting service incorrectly at same address.                                              

• Initial Complaint

  Date:03/21/2023

  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.

  Account # *************** I moved and put in a transfer of service online for old address to stop on 2/3/23 while start new address on 2/4/23. When I received my bill, my statement showed I was being charged for old address ($222.47) and the move never went through. After calling customer service on 3/1/23, I was told the systems were down and none of the transfers went through. The lady on the phone said she then put the transfer in for me and that Id either be credited or have a balance due after they back everything and adjust my usage. We decided I would pay the balance due and it would get fixed later because I didnt want to be penalized for not paying my bill.Next bill comes and now my statement shows Im billed for both addresses, old and new for a total of $396.65. I call customer service again on 3/15. Fast forward, we decided I was only going to pay for my current address only ($276.41) and not the old ($113.53) and wait for old address charge to be taken off my bill.As of 3/21/23, they corrected the charge for my old place and took off $113.53 but I still have a $6.71 balance due Electric 2/7/23 - 2/11/23 for $3.08 Gas 2/10/23 - 2/11/23 for $3.63 For total = $6.71 Again, my stop date was 2/3/23 so the $6.71 needs to be taken off my balance. Now going back to what was suppose to be my last bill for old address - I was charged Electric 1/8/23 - 2/7/23 for $95.62 Gas 1/10/23 - 2/10/23 for $126.85 - For total = $222.47. Again, stop service date was 2/3. I was charged 4 extra days for electric and 7 days for gas.I still have not gotten a refund/credit for that extra week PLUS they want to charge me an extra $6.71. I called today, 3/21/23, and they told me theres nothing they can do. When I asked if I can speak to someone higher up, was told therea no one. I emailed my statements and proof of everything and still havent received any responses.

• Initial Complaint

  Date:03/03/2023

  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.

  I received a Disconnect Notice in the mail on March 1, 2023 that said I have until March 3, 2023 to pay a past due amount of $243.99. The notice was dated Feb 17, 2023, but I received it on March 1. My current bill is only $191.54 and it's not even due until March 3, 2023. When I attempted to pay the bill on March 2, 2023 the login page was unavailable until about 11:50pm. When I finally logged in to my account it said it was overdue as of March 3 and I owe $435.53 even though the date was March 2.I paid the actual amount I owed ($191.54) on March 2 but it won't post until March 3.

  Business Response

  Date: 03/23/2023

  This customer began service as of November 2022. There was a statement that was due in February ************************************************* March 2023. The customer attempted a payment for the February due date, but the payment was reversed due to the checking account being frozen.The attempted payment was returned to the account. The customer then made a successful payment that was received in March 2023. A disconnection notice for the past due balance produced in between the unsuccessful and successful attempt. The customer paid the entire balance in full; the payment was received on March 17, 2023.

• Initial Complaint

  Date:02/15/2023

  Type:Billing 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 first filed to have service set up at my residence back on July 15, 2022. I then noticed that the address they were servicing was not mine so I called and they said they couldn't change it so I submitted a transfer request to which I never got any response for besides an email saying that it had been submitted. After a while I decided to cancel service and submit a new request to start service at my address. AGAIN, they set it up with the SAME wrong address. Now, my building sent me a $400+ bill for electric because of this and I have paid Xcel for the electric at the other address.

  Business Response

  Date: 03/07/2023

  The customer requested to start service effective July 2022. The address input by an agent was very similar, but not correct. The customer attempted to correct this by putting in another start order in December 2022. Again, an agent started service for the customer in the same very similar address. The Advocate was able to locate the correct address with help from the customer and had the incorrect billing statements taken off, and the correct billing statements added to the account. All payments the customer had made remain on the account and went toward the new balance owed. The balance can now be set on a pay arrangement and/or the customer can seek ********************** assistance. Any statement issued to the customer directly from the property owner would be considered invalid from an Xcel point of view since all the ******** were moved to the customer's account to be paid directly to **********************. The customer was emailed the account summary on March 7, 2023 for their records on the matter. Xcel Energy apologizes for the inconvenience experienced through due to the human error that occurred twice.