Complaints

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

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  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:02/13/2023

  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.

  We had residential services for 10+ years for our electricity with Excel. Over the course of these years we had one instance of time effected by ***** with our dog and readings which was remedied! Beginning in August 2022 Xcel Energy started estimating our bill claiming they couldnt get in yard, middle of September ***** (our German *******) was put down. Our house has been on the market and sold 1/3/2023, we requested services to stop February 2, 2023 and final bill?! On 2/9/23 bill was issued and I received by email 2/13/23 @ 9am .my meter has still not been read? How is it legal or ethical to charge me for usage on a final bill when they dont even know where one ends and the other begins? I called customer service the first 4 agents very rude and hung up on me the 5th told me a supervisor would call me back, still no call! I continued to call requesting to have my meter read today 2 more agents I finally talked to someone who actually took the time to understand and review what I was saying. Unfortunately thats not enough because this young man was not equipped with the skills to get this meter read so I am still just running around in circles! Ive been told they undercharged me, they estimated my bills the past 6 months because of my dog who passed away, that I owe this because I waited to long, that their is nothing they can do, and a reading will not be taken until March? How do you over charge an old customer and estimate a new one based off the old meter estimate that I guarantee is incorrect? Then every month it has matched to last years billing except when they got to December and January which these 2 months we jumped from 90 to 250! If its been estimated for 6 months and no one read meter prior to disconnection how do we know what is correct usage? I am just beside myself today even more so how the customer service department has handled this with no care as to what is actually happening proudly laughing xcel needs to acknowledge and b accountable

  Business Response

  Date: 03/02/2023

  Company records show the customer was notified by letter on November 21, 2022, December 28, 2022, and January 27, 2023, of no access due to a dog.  Our records dont show the customer took any action to provide access or inform us the dog was no longer an issue. 
  
  On January 31, 2023, the customer called to end service.  She stated she sold the home and closed on January 3, 2023, but resided there until January 31, 2023.  She was advised of the balance owed.  She was also informed that a new tenant called to start service effective February 2, 2023, so she would be billed until February 1, 2023.  The customer accepted and the call ended. 
  
  Our records show the customer contacted us on February 13, 2023, to discuss the estimated bills she received.  She was informed we attempted several times to inform them we had access issues and had no response.  She requested we read her meter.  We apologized and advised her we couldnt honor her request due to the time lapsed and service being ended.  Therefore, an actual read was no longer possible.  The call ended.  The customer called again several times regarding the same issue and had the call escalated.  An escalated call was returned the same day but there was no answer, and a voicemail was left.  
  
  On February 21, 2023, the customer was set on an extension until Mach 24,2023.  A payment of $348.59 was received on February 22, 2023, and a final payment of $348 was made on February 28, 2023,bringing the account to a zero balance.
  
  Xcel Energy is committed to providing quality customer service, and we work diligently towards customer resolution and satisfaction. We appreciate it when our customers inform us of receiving less than quality service. Her concerns will be forwarded to the appropriate department for review and internal handling. 
  
  If the customer has any additional questions or concerns, she may contact the *********************** at **************.
  
  Thank you    

• Initial Complaint

  Date:02/08/2023

  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.

  In 2021 I received a utility bill from Xcel that was showing charges from a previous address I lived at over 6 years ago. I lived in this unit from October 2013 through September 2014. The utilities were taken care of by the property management that I rented from, and they would send me an invoices for utilities used that I added onto my monthly rent. I did not have any copies of the lease agreement from that time to prove this and the property management company went through some legal troubles and has gone under since then. On this bill that I received, ** also being charged for 9 months past the point of moving out of the unit. I tried working it out with Xcel, but without having the lease agreement from that time, it seems that I am stuck paying a nearly $700 bill. Fast forward to present day, they are now trying to charge my previous roommate from the address I lived with in 2020-2021 after they stated they were going to send my past due bill to collections. This is unethical behavior from this company trying to collect money from nearly 9 years ago.One of the customer representative at homeline said this activity is extremely shady, and believes they are dating the bill past the point of me living there in order to receive a payment because they were already past their statue of limitations to collect any outstanding charges.

  Business Response

  Date: 03/21/2023

  Upon review & discussion with the customer, it was established that it is the customers responsibility to make sure that start/stop service requests are completed for their accounts. It was clarified that the debt was less 6 years old, which is how long a debt can legally be recalled. The customer was advised of this. The customer was also advised that bill copies could be provided if they needed to dispute the timeline with the property management for the address.

• Initial Complaint

  Date:02/04/2023

  Type:Sales and Advertising 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 apartment building had a gas leak and xcel came out to turn off the gas line and fix it. The complex had the issue resolved the next day and xcel has not turned the gas line back on. It has now been 6 days that our building has gone without Heat and Hot water. They told us that they need to come out and connect the line again but we are not a *********** days in the middle of winter in ******** without heat and hot water seems like an emergency. I have called multiple times to get an estimate and all they can say is they will be out when they can.

  Business Response

  Date: 02/21/2023

  The company attempted to contact the customer on several occasions. If they have further questions, they can contact out **************** at **************

• Initial Complaint

  Date:01/20/2023

  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 have been waiting a week to have them turn on my electricity in my apartment and they havent, I am paying for something I cant live in. I call them multiple times a day and the only response I get is theres nothing they can do about it. How is a person supposed to live in a home with electricity?

  Business Response

  Date: 01/25/2023

  The company has spoken to the customer and explained the situation. The customer has the advocates direct contact information if they have any additional questions.

  Customer Answer

  Date: 01/25/2023

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/03/2023

  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.

  On May 1st, 2022 my partner and I bought a house. After setting up all utilities that we were requested to hook up we were set. On December 19th, Excel Energy notified us they were disconnecting our service. We were never once reached out to by Excel Energy that they provided us with gas utilities and that we needed to set up an account. Throughout the span of 8 months they never once reached out their customer. Now they are demanding the back pay of 8 months worth of utilities with no flexible options. The agent on the phone repeatedly rudely stated it was our fault and that Excel Energy is not responsible for reaching out to customer about accounts or usage. The ********************** is a monopoly and I will not recommend Excel Energy to any homeowner unless Excel Energy work with us (first time homeowners) to make our bill remotely affordable. Excel Energy is a monopoly, disrespectful, and terrible utility company.

  Business Response

  Date: 01/27/2023

  First off, I want to apologize for the delay in getting this response completed. ****************** moved into the property on May 1, 2022, unfortunately there was a problem in our billing system and the order to change service was never completed.When a billing error like this takes place Xcel Energy must follow ************************* rules regarding the correction. In this case Xcel Energy is following Sheet No. R154 of the Rules and Regulations standards that states that when a billing error occurs that Xcel Energy must bill only 6 months of the billing error for an under-bill. Thus, even though they started using service in May, Xcel Energy can only bill them starting July 1, 2022. This meant that ****************** didnt have to pay for the months of May or June, but must pay for the charges starting in July since the error was found in January of 2023. The bill was mailed out and was paid in full. ****************** was eligible for a payment plan, but decided to just pay the full balance. I do understand the frustration, however Xcel Energy was just following rules laid out for these type of errors and I guess the good news is he did receive free electricity for 2 months.

• Initial Complaint

  Date:12/29/2022

  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 resided at ****************************************************** from April 2019-June 2021. I called to disconnect my services the same day I moved out which was the end of June. I moved into ********************** July 17,2022 and didnt need to connect the service in my name because the apartment I moved into had it set up to where the property manager paid the utilities and I reimbursed them for what they paid with my rent payment. I had an issue with that so I called into Xcel Energy to get the services in my name and that is when I was told that the services from my old address had never been stopped and Ive been being charged for that place. I have an outstanding balance due to this. I asked them to investigate and was supposed to get an email regarding the issue and I never did. I have tried multiple times to explain and ask questions about getting the charges removed from my account and I am being told that they cant do anything about it and that I just have to pay. This is not right nor is it fair because I havent lived in the unit for years. Someone else has been just living in the unit not putting the service in their name and using the service in my name. I would like for the change to happen immediately and for the charges to be removed from my account. I also would like to be reimbursed for the payments I have made. This also has been reported and is on my credit history as late payments or past due payments and I need it off! This is very inconvenient.

  Business Response

  Date: 01/12/2023

  A review has been conducted in response to the customer's complaint.  The ********************** could not find any record of the customer calling in to request cancellation of service.  Per the ******** Tariff, "Where notice to discontinue or terminate service is not provided by the Customer, the Customer will be liable for payment of service until such time the Company is made aware of the discontinuance
  and can render a final reading of the meter".  Since request for cancellation of service was never received, the customer is responsible for all charges through the date of cancellation.  The company reached out to the customer but received no answer.  A voicemail was left requesting a return call.  Please let us know if you have any further questions. 

• Initial Complaint

  Date:11/11/2022

  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 invoiced based on estimated monthly usage for the last several months with no explanation why the bill is being estimated.I have made numerous requests from Xcel to determine this information and at one time was referred to call one of their contractors for assistance. I find it despicable that a business would ask a customer to call a contractor for assistance resolving an issue.I would like contact directly from Xcel and an accurate bill of my actual usage.

  Business Response

  Date: 11/25/2022

  The company spoke to the customer to discuss the issue. We have also provided our customer service phone number in case there are any further questions or concerns.  

  Customer Answer

  Date: 12/02/2022

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/28/2022

  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.

  Monday Oct 17th my power was shut off without warning or notice from the power company, My residence at ****************** went without power until October 25th. I never received an answer as to why the power was shut off in the first place. I was informed on the 18th that the tress needed to be trimmed before it could be turned back on. Landlord cuts the trees on the 19th so I call the same day to let the power company know that the lines are accessible. I was told it would be turned on by the end of the day, I called back on the 20th and was told it would be turned on by the end of the day. I called again on the 21st and was told 3-5 business days till it could be turned on. On the night of the 24th, temperatures got below 32 degrees, it was literally a freezing night. When I called on the 25th, I was informed that a work order was never actually created from any of the calls I had previously made. The sheer and utter disregard for customer service is appalling. I have suffered needlessly due to negligence on behalf of this company, I was not able to heat my home, cook my food, and generally live with dignity because of the lack of humanity and competence displayed by their staff. I had over 8 phone calls with different people, each telling me different things. When it turns out I was lied to about the timetable for my electricity being turned on, that was the final straw. How can their representatives be so ignorant as to not even realize a work order was never even active? Especially after explicitly asking about it, This week long incident has pushed me to contact the BBB because of perceived wrongdoing and negligence on behalf of Excel energy and their employees. Legal action will be considered next,

  Business Response

  Date: 11/10/2022

  The company spoke to the customer on November 9, 2022, for the reconnection issues,customer service concerns and the trimming trees. Prior to the customer moving in, the property was vacant from the previous tenant, and the service was disconnected. When our serviceman when out to reconnect the services, he stated that the service could not be reconnected due to trees in the lines. Once the trees were trimmed by the customer, the ********************** was notified and issued a reconnection on October 25, 2022, and the service was reconnected the same day.I apologize for any inconvenience this may have caused.  If you have further questions or concerns,you may the company directly.

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair 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.

  On 05-11-2022 I contacted Xcel to discuss new construction in small town Wisconsin. I was assigned a design engineer *****************************-Dodge on 05-13-2022. Perfect. I asked about trees that needed trimming and *********** service pole 60 feet from my building and a local lineman said no problem. Xcel gives you 300 free so everyone was happy. Except *****. I went from zero dollars to hook up and then PAY XCEL FOR SERVICE, to $7042.59 and STILL PAY XCEL monthly. I still dont have service and its mid October. Oh, better yet, once the ol gal straightened out my address she entered incorrectly and after the third request, and 69 emails, (literally) she threatened me with winter service charges because she couldnt schedule the nearly 500 feet of underground drilling until maybe mid November. She told me the existing triplex poles werent suitable to supply power but she was not going to have them removed or trim the trees back. I asked for tree trimming and she said that wasnt my concern. This lady obviously has an axe to grind and Im the wheel. I dont want to call corporate because everyone has a bad day, but this piece of work has had a bad six months and shes not done with me yet! Long story short, She finally corrected the address, on 10-10-2022 and I paid Xcel that day and she is still making excuses about when Ill have service. I cant wait to see what she has up her sleeve next.

  Business Response

  Date: 11/03/2022

  The company spoke to the customer on November 1, 2022 and addressed the issue.

  Customer Answer

  Date: 11/04/2022

  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.  For your reference, details of the offer I reviewed appear below.
  
  There is still no power to the building site. Until this is resolved, I can not concede. 
  I was asked to consider re-zoning it commercial. I was also told that it needs to be listed as residential. 

  This is still a storage shed or garage or barn. No one resides there. I do not understand this process of calling or naming or labeling it, something that it is not. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 11/08/2022

  A review was completed in response to the customers inquiry with the Better Business Bureau regarding the new construction timeline.
  
  According to our records, the customer submitted a new construction application on May 11, 2022. The designer made a site visit on May 25, 2022. The preliminary design would show the installation of the electric service diagonally across the property which would keep the service length approximately 250ft from the existing distribution facilities.The service was at no cost to the company being the length would be under allowable limits for service length (Defined under Section 4 Service Facilities of the ****************** Rate Book). The designer visited the location several times for construction ********************** started end of August/first part of September and the customers meter location changed (per the builder) from the east side of the home to the west side.
  
  The designer had visited the site on September 12, 2022, to firm up the design and route and take measurements again. The construction on the house had not been started. On October 10, 2022,the customer received the Customer Agreement, a signed contract must be returned to the designer and payment be made prior to scheduling the project with construction. When the designer visited the property on October 26, 2022,the home was being constructed, however there was no meter socket installed on the home, nor had there been an inspection received for the electrical instillation work.
  
  The site is not ready to take service (Site Readiness Requirements) so the adverse winter construction charges were mentioned again. Excess Construction costs can occur when adverse winter construction exists, which includes but is not limited to frost, rock or frozen ground. (See Section 5.5 Excess Construction in the ****************** Rate Book).
  
  The company is working to meet all the customer timelines as this customers site ready and to take service. Customers must abide by all current rules and regulations, the companys policy and applicable code when requesting and installing facilities. Customer is not site ready;however, the ********************** is continuing to work with the customer to install and energize service at the earliest convenience. The proposed installation of the facilities is scheduled for November 8th or 9th.
  
  The overhead line along the north side of South Street is a streetlight service which is not adequate to serve a new residential home. The street light overhead line passes through trees currently and need to be trimmed in the near future. The poles serving this line will be looked at based on the companys maintenance schedules.
  
  There is nothing further pending this complaint.

  Customer Answer

  Date: 11/11/2022

  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.  For your reference, details of the offer I reviewed appear 
  
  Better Business Bureau:
  
  
  The statement given to the BBB by Xcel is not an accurate statement of what has transpired. Construction was delayed by Xcel. Proof of construction dates and times provided by Xcel are also inaccurate and outright fabrications by the designer *****. Not even temporary power was not made available. Assumptions were made that Xcel could run power under an adjacent property. Permission was not requested or given. ******** attempts were made to work with Xcel designers who only made assumptions as to where power was to be run to sell the no cost to you claims. Xcel still does not know what type of building was erected. I was told that the underground work needed, would only take a couple of hours. This is what the over $7,0000 that I have paid Xcell has gotten me thus far. Now I am being threatened with winter construction costs due to non compliance and approaching frost. There is no non compliance. There still is no power in the building. Xcel went into the building without consent and made their own assumptions and still continue to refuse to accept the fact that the shop is simply not a dwelling. Their statements are false, given to cover up the fact that the designers made countless mistakes, delayed construction and refuse to connect service. 
  It has now been 7 months. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair 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.

  Saturday night August 27th we had rain and winds; a large branch fell onto the power line against the back of house.Sunday afternoon I called Excel Energy to inform of partial power outage, that evening a crew of four technician's stated briefly about possible cable issue, one of the techs stated we don't have do any branch cutting there find.As I was about to get detailed information of the problem, I got medical call and stepped away momentarily, When I came back the crew had left without getting further cause of situation.Wednesday evening the 31st I called Excel Energy to get details from the service notes from the techs service call that previously Sunday 27th. The lady stated that she didn't see any notes made by the techs. She then precited to make new appointment for technician come out on September 1. to assess the cable issue only.I left the house that evening, sometime that evening on August 31 the technician came to property Cut 5 branches from tree that wasn't needed, without permission and without request or advance notice.That particular tree centered in middle back yard I had been growing / trimming over the past 20 years which gave shade with ascetics to the whole yard. It was popular location for relatives and friends to hang out.Now the tree has been butchered with only nubs remaining, with the area sunny, open for strangers to see into the back yard which I wanted to avoid all these years.I'm very upset with lack of regard from Tech / Excel Energy.

  Business Response

  Date: 09/20/2022

  A review was completed in response to the customers inquiry with the BBB regarding tree trimming by the company's trouble department due to storms in the area on August 31, 2022.  Per the company's trouble department, the tree was trimmed by an out of state serviceman who was assisting local crews due to storm damages. The company apologizes for the inconvenience.  Our ultimate goal during emergency trimmings is to get service restored or to make the situation safe as quickly as possible.  We make every attempt to trim only what is necessary to allow our troublemen the ability to work freely and safely.  We have reached out to ****************** but were unable to reach him.  We left him a voicemail to return our call.  Please let us know if you have any further questions. 

  Customer Answer

  Date: 09/23/2022

  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.  For your reference, details of the offer I reviewed appear below.
  

  I spoke with an Xcel executive in ***** he contacted me last week named ******, don't write last name.  Office number **************. He stated that a outside crew which ********** had did the

  tree trimming but wasn't sure the individual.  He indicated that I will receive a (claims form) in the mail shortly and the full process of replacement or compensation.  Last spoke with ****** was 

  9-21-2022 also that it will take 30 -60 days to complete processing.  I will keep you updated with further details. 

  
  Regards,
  
  ***********************