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1.4 166 Reviews

Xcel Energy Complaints Summary

15 Resolved
151 Unresolved
Our verdict: If considering services from Xcel Energy with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Xcel Energy reviews & complaints 166

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4:16 pm EDT
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Xcel Energy estimated bills

My little family lives in a tiny one bedroom apartment above a garage, and we haven't used our furnace since Jan. '08, so the only gas being used in our house is our apartment size stove. And yet our bills were getting to be $119, for just gas! That doesn't include our electric! Our electric was at $251! Mind you, our little apartment consists of 5 light switches for four rooms. We have one laptop which is only plugged in when it needs to be charged, which only takes an hour to full charge, two tvs and a small stereo. Can anyone explain how the hell our gas and electric can be that high when we have nothing!

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bite me now
Lakewood, US
Jul 19, 2010 7:51 pm EDT

Allowing the Public Utilities to be run by a private corporation was a huge mistake. Many American citizens work who work for Xcel are a making a nice profit and probably enjoy their air conditioning. I don't have the facts on how much profit Xcel makes or does not make but in my ideal reality the profit would be zero. Public Utilities should be non profit. Yes people should be paid fairly to do the job of running the Public Utilities, but corporate profit from Public Utilities is un-American.

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st paul
St Paul, US
Mar 10, 2010 9:31 am EST

If you live in WI I'm going to have to make the assumption that some form of heat is needed to keep the apt from freezing up in the winter months. I think this might be a rip off from your landlord. Check to see if they heat the garage and where the gas for that is coming from, if it's off your meter it means you are getting billed to keep the garage toasty which Xcel Energy wouldn't know about. Check with rental laws for your state in MN it is illegal for landlords to do that and they have to get it corrected or put the bills for the apt in their name. If you are using electric space heaters in place of a gas furnace...don't. Electric space heaters can cost anywhere from 1-4+ dollars a day if they are running more than an hour or so (total combined). It is much more cost effective to heat with gas. Normally if you use a space heater and mange to knock 10$ of your gas bill it will show up as 20$-30$ on the electric bill.

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5:44 am EDT
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Xcel Energy unauthorized charges

I am one of the unfortunate millions that have become victimized by this huge monopoly called Xcel. These people are the absolute bottom of the barrel and the only game in town which is the attitude you encounter no matter who you have to talk to or how many times.

My ex left a huge past due amount when he ditched his family a few months ago. Even though I was never on the lease or the Xcel account, I am being harassed because I am the only one they can find. I was instructed by three different Xcel reps that all I needed to do was open an account in my name only, pay my bills on time, which I have, and they would pursue my ex for the past due amount. I did as I was told in opening a new account but Xcel has rolled my ex's past due - $500 + - into my account because he is nowhere to be found. Even though I have provided his new address and phone number, they continue to hound me. None of the other utilities my ex stiffed has done this - only Xcel. My guess is because I am paying for all the other ex's that ditch their families and all of the foreclosures that aren't paying their bills. Xcel is going after only those few they can actually find and harass. Where else are we going to go? It's not like we have a choice.

This isn't the first time Xcel has screwed with my billing and unless I can move, it probably won't be the last. Don't bother with filing a PUC complaint because they are a waste of time just like trying to find an intelligent person at Xcel is.

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Valerie
Valerie
, US
Nov 24, 2008 6:08 am EST

We are a military family and moved out of our condo and canceled service in June of 2008. We moved to Texas and placed our house on the market. The house did not sell until Oct. of 2008. It was sitting completely empty and unoccupied until it sold. Now Xcel is billing us $205.74 for services provided between June and Oct. I called to ask what the bill was about, and was told that since we had owned the condo we are responsible for paying the energy usage.

I replied that I should not be held accountable for the bill because I had specifically CANCELED the service! And it's not my fault that since Xcel did not turn the power off to the property it was still consuming energy. Their response is that they never turn the power off, they just take your name off of the bill. And since I did not turn the breakers off I'm responsible for the consumption.

I asked if they had something in writing stating that I'm responsible for turning off the breaker after canceling services to avoid getting charged. Their response was no. When I asked for all the information needed to contest this bill I was told to 'look online'. I said no that is unacceptable and asked that all the papers necessary to contest this bill be mailed to my current address. So I can document all communication.

I was speaking to Specialist Carmen employee # 6263.

I had also asked to speak with someone of higher authority who can help me with this issue. I was told by Carmen that they would have to call me back, so I gave her my number and had it reconfirmed twice. This all happened today so I'm still waiting for a response. I was told that they usually get back to me in the same day.

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Sandra
, US
Mar 25, 2009 8:01 am EDT

I am one of the unfortunate millions that have become victimized by this huge monopoly called Xcel. These people are the absolute bottom of the barrel and the only game in town which is the attitude you encounter no matter who you have to talk to or how many times.

My ex left a huge past due amount when he ditched his family a few months ago. Even though I was never on the lease or the Xcel account, I am being harassed because I am the only one they can find. I was instructed by three different Xcel reps that all I needed to do was open an account in my name only, pay my bills on time, which I have, and they would pursue my ex for the past due amount. I did as I was told in opening a new account but Xcel has rolled my ex's past due - $500 + - into my account because he is nowhere to be found. Even though I have provided his new address and phone number, they continue to hound me. None of the other utilities my ex stiffed has done this - only Xcel. My guess is because I am paying for all the other ex's that ditch their families and all of the foreclosures that aren't paying their bills. Xcel is going after only those few they can actually find and harass. Where else are we going to go? It's not like we have a choice.

This isn't the first time Xcel has screwed with my billing and unless I can move, it probably won't be the last. Don't bother with filing a PUC complaint because they are a waste of time just like trying to find an intelligent person at Xcel is.

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scottsbad30
roseville, US
Oct 28, 2011 8:39 am EDT

I had my ex do the same thing to me.now I'm stuck with no electricy for maybe a month.cause I owe them a 1000 dollars.excel is so screwed is mn get another big company come in and would have to compete with.cause I would be there customer.and NOT excel..

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Eye Heart Brains
Thornt, Colorado, US
Nov 11, 2009 9:42 pm EST
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We are being billed twice for one xcel account! Our current apartment office claims that they are completing payment of the bill, which is added to our monthly rent balance. However, we received a mail bill today that states we owe them over four hundred dollars... This is absolutely unacceptable, and will not be tolerated. I have half a mind to contact my attorney in the morning, but will spend more hourly for his time than for the actual extra bill. My personal opinion on the matter, Xcel needs to sort their ### out and work FOR the people. This all feels eerily similar to the Enron fiasco, only on a smaller customer by customer basis.

ComplaintsBoard
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10:49 am EST
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Xcel Energy unexpained charges

My Electric and gas usage (via meter readings) is way less than the caps and the taxes. $56.00 for Electric and Gas bill realtime. Grand Total of $122.00. I called and asked for details and conversion factors and math used. NOBODY at excel knew or had the knowledge about it. I could not get a single intelligent source on even explaining the bill details. they had ABSOLUTELY no idea about what the numbers meant on the bill.
(called on Dec 29th 9.00 P.M. 2008, after the sticker shock bill)
Ideas are welcome! Who do I ask now that I am stuck with Excel and no alternatives?

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6:58 am EST
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The complaint has been investigated and resolved to the customer’s satisfaction.

Xcel Energy unauthorized billing

We are a military family and moved out of our condo and canceled service in June of 2008. We moved to Texas and placed our house on the market. The house did not sell until Oct. of 2008. It was sitting completely empty and unoccupied until it sold. Now Xcel is billing us $205.74 for services provided between June and Oct.

I called to ask what the bill was about, and was told that since we had owned the condo we are responsible for paying the energy usage. I replied that I should not be held accountable for the bill because I had specifically CANCELED the service! And it's not my fault that since Xcel did not turn the power off to the property it was still consuming energy.

Their response is that they never turn the power off, they just take your name off of the bill. And since I did not turn the breakers off I'm responsible for the consumption. I asked if they had something in writing stating that I'm responsible for turning off the breaker after canceling services to avoid getting charged. Their response was no.

When I asked for all the information needed to contest this bill I was told to 'look online'. I said no that is unacceptable and asked that all the papers necessary to contest this bill be mailed to my current address. So I can document all communication.

I was speaking to Specialist Carmen employee # 6263.

I had also asked to speak with someone of higher authority who can help me with this issue. I was told by Carmen that they would have to call me back, so I gave her my number and had it reconfirmed twice. This all happened today so I'm still waiting for a response. I was told that they usually get back to me in the same day.

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12:53 pm EST
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Xcel Energy overcharged

I had damage to my natural gas line in to my house. I understood that it would be an expensive repair bill, but the bill that I received was outrageous. The final bill arrived and the materials were charged at $68 and the equipment was charged at $119. No problem, that's the cost of materials and goods.

The part that is in dispute is this: I had two service-men at my house for 3-4 hours, it was more like 2-3 hours but I added in an hour of drive time to get to my house and back to their home base. The labor cost line item for 8 hours labor: $1, 684.37.

So apparently I must have had the CEO and CFO of Excel working on the line at my house. I'm not 100% sure but, $200+/hr is not the going rate for any service field.

Final bill almost $1900 for 4 pipe fittings and 6-8 hours labor, talk about extortion.

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12:00 am EST
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Xcel Energy billing rip off!

I just paid my bill and was surprised at the cost. It was over 140$! Let me explain why this bothers me. All of November, I not once turned my heater on (and yes my small 700sq ft apartment got down to 50f). It wasn't on low, I mean it was off. O-F-F. I have 2 computers in there that aren't used very much and site on idle or standby (consuming very little electricity, and one of them is 80 certified if you know what that means).

Me and my girlfriend share this small apartment, and both work long shifts (I work 12 hour shifts, she has 10 hour shifts) so we don't spend a lot of time home.

I was expecting, maybe 40 bucks at the most. But over 140! And to make matters worse, they've done this every, single, month. I used to live in a place that was 3x larger. Had between 3-12 people in it at any given moment, with 4-12 computers running (playing games), 2 tvs on, the stove, up to two microwaves, the AC on full... and never saw a bill over 70$ (In alexandria). I fail to see that the mark up of moving to the cities could hardly justify a 200-300% markup for the same power grid...

I've called them about the problem before. They basically said they don't make mistakes. They even refused to show me were my meter is, why are they hiding? If I had an option, I would leave Xcel energy in a heartbeat. The fact they have a monopoly on the thing makes it all the worse.

Read full review of Xcel Energy and 22 comments
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hrt hrt
, US
Feb 27, 2023 7:06 pm EST

Why you have to rip everyone off ? Just tell me why ? Double every year pretty soon Noone in Denver! Sorry got to go ! Bye collection from some other fool !

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S Lincoln
, US
Jan 14, 2023 11:37 am EST

I have now called 3 times regarding a branch pulling down my line. 12/19/22, 12/22/22 and 1/6/23. No one has come out to service the issue.

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RenataV
Superior, US
Jan 10, 2023 2:35 pm EST
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This is outrageous! Your CEO makes 12 million dollars a year; xcel has had record profits and the state of Colorado agreed to increases of 54%?! Bills have doubled since last year and this company has a monopoly in this state! Do something about this highway robbery! 🤬😡

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Ira Ehrlich
, US
Jan 10, 2023 4:05 pm EST

I have had a Solar system installed September 12. Xcel has yet to install the correct meter thus preventing activation of the system. I have repeatedly called but nothing has happened. This despite the fact that Xcel encouraged the solar installation.

This is very discouraging in the light of global climate change. I am trying to do my part.

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Shalana Portman
, US
Jan 03, 2023 7:15 am EST

Electric bill for 2021 $128.39 for electric only as my gas service is through another provider. Gas bill for December of 2022 is $299.68. Price per day in 2021 was $4.08 and for 2022 the cost is now $8.98 per day. How did the cost more than double from last year?

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getsmartmeterout
, US
Nov 22, 2022 12:22 pm EST
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I do not want that smart meter attached to my house. I did not approve it and they installed it when no one was home.

I want it taken out and the regular meter put back in.

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sd55920
, US
Nov 12, 2018 8:08 pm EST
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My outside light they are billing me for 7.34 month was removed in 9/16 the whole pole I had It on was removed cause I had them move everything underground there are still billing me in this day with computers they should be able to take it off right away I have called four times.

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GJ Harper
, US
Oct 22, 2018 2:10 pm EDT

We purchased insurance from Xcel. It used to be awesome. If something went wrong they would send someone right out and they would fix the problem. Our AC went out and both my mother and I are asthmatics. So far we have been told we are not a priority, someone texted and said they were coming and they haven't shown up. No professionalism!

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Raina Frazier
, US
Oct 14, 2018 4:38 pm EDT
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Xcel cut off our electricity, my son has asthma and we HAVE to have electricity to run his machine! Our food is now ruined so we no longer can feed our child. If my son is hospitalized because of it I'm sending you the bill!

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Mary Ann Thornam
, US
Sep 05, 2018 5:32 am EDT
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A Public Service truck was parked in front of my house, at 346 N Corona, when the 2 workers got out to put on uniforms. Upon leaving they hit something blue that sprayed over the sidewalk and stone leaving dots still there. I have pictures and would like it repaired. They got out looked and drove down the street.

MaryAnn Thornam
[protected]

Xcel Energy In-depth Review

Company Overview: Xcel Energy is a leading energy company that has a rich background in providing reliable and sustainable energy solutions. With a strong mission to deliver clean, safe, and affordable energy, Xcel Energy is committed to serving its customers and communities.

Services and Products: Xcel Energy offers a wide range of services and products to meet the diverse energy needs of its customers. From electricity and natural gas to renewable energy options, the company provides reliable and efficient energy solutions. With a broad service area and extensive coverage, Xcel Energy ensures that customers have access to their services wherever they are.

Customer Experience: Xcel Energy strives to provide an exceptional customer experience. With a focus on customer satisfaction, the company consistently receives positive feedback from its customers. The customer support team is responsive and helpful, ensuring that any issues or concerns are addressed promptly.

Pricing and Billing: Xcel Energy offers a transparent pricing structure, allowing customers to understand and manage their energy costs effectively. The billing practices are clear and easy to understand, ensuring that customers are not faced with any surprises. When compared to competitors in the industry, Xcel Energy's prices are competitive and offer good value for money.

Reliability and Performance: Xcel Energy's services are highly reliable, with minimal outage frequency and duration. The company's response to emergencies and natural disasters is commendable, as they prioritize restoring power and ensuring the safety of their customers. With a strong focus on performance, Xcel Energy consistently delivers reliable energy services.

Environmental Initiatives: Xcel Energy is committed to sustainability and renewable energy. The company actively works towards reducing carbon emissions and has implemented various green energy programs and initiatives. By offering renewable energy options to customers, Xcel Energy promotes a cleaner and greener future.

Community Engagement: Xcel Energy actively engages with the local community through various initiatives. The company demonstrates its corporate social responsibility through philanthropic efforts and partnerships with local organizations. Xcel Energy's commitment to community development projects is commendable and contributes to the overall well-being of the communities it serves.

Innovation and Technology: Xcel Energy embraces innovative technologies to enhance its services. With smart grid and energy management solutions, the company empowers customers to monitor and manage their energy usage efficiently. Xcel Energy's investment in research and development ensures that it stays at the forefront of technological advancements in the energy industry.

Regulatory Compliance: Xcel Energy maintains a strong commitment to regulatory compliance. The company adheres to industry regulations and standards, ensuring the safety and reliability of its services. Xcel Energy's transparency in reporting and compliance practices further reinforces its commitment to operating ethically and responsibly.

Overall Recommendation: Based on a comprehensive review, Xcel Energy is highly recommended for potential customers. With its reliable services, commitment to sustainability, and active community engagement, Xcel Energy stands out as a trustworthy and customer-centric energy company. Whether you are looking for affordable energy solutions or want to support a company that prioritizes environmental initiatives, Xcel Energy is an excellent choice.

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Xcel Energy contacts

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