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

  1800 Larimer St, Ste 1500 Denver, CO 80202-1408

• 

  Xcel Energy

  550 15th St. 6th Fl. Denver, CO 80202

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:06/26/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 left a note on my door saying that I hadn't been home at 4:00 pm. I was at no point told to expect Xcel that day, and I was actually home at 4:00 pm. They did not knock at the door nor ring the doorbell, I would have heard if they had done either. Their note listed my house number under address, with no further details, claimed I hadn't been home, and said they had come to turn my gas meter on, and had left it off. Today, I have no gas service. I have no hot water and cannot use my stove. I called them to report the issue about five hours ago, and again over an hour ago, and they have still not fixed the issue nor said when I can expect the issue fixed. I have not missed any utilities payments to Xcel, and have lost access to a service I pay for because their employees came unannounced, lied about checking whether I was home, and shut off a vital utility about the whole situation.

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  To Whom It May Concern:
  
  Xcel Energy's repeated, short blackouts pose a considerable risk to the electronics in my house and cause me extra work as I have to constantly reset my clocks. Could you please bring our grid up to developed world standards?
  
  Thank you!
  
  ******** *****

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 repeated issues with power outages this week alone. Today was my second, and it's about 10 hours of dead time because of these outages. Excel refuse to file a free frequent outage investigation report on my behalf citing company policy, and I could not get an explanation as to what the cause was after asking more than one Excel employee that question today. I found that response unacceptable, and I also believe they need to do a lot better by their customers then the service I have received. My goal with this complaint is to get them to lower their thresholds for the frequent outage process. If their customers are having to deal with more than one of these in a week costing as much dead time is what I've had to deal with. I would expect an entity that made over 8 billion dollars in profit in 2024 to be okay looking into that. Given the 10 hours of dead time this week alone, I don't feel bad also asking for a bill credit.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 am writing to formally lodge a complaint regarding a deeply disturbing incident involving an Xcel Energy representative that occurred on May 27, 2025, at approximately 3:30 PM at my residence in Aurora, Colorado.
  
  An individual identifying himself as affiliated with Xcel Energy unlawfully entered my private property without prior notice, consent, or authorization. He gained access by forcibly removing the lock on my secured backyard gate using an electric drill. He did not knock on my door or ring the doorbell to announce his presence or purpose.
  
  Startled and alarmed, I immediately called 911, believing someone was attempting to break in. As a single woman living in a city not known for its safety, this was an extremely frightening and traumatic experience.
  
  When I confronted him through my glass door and demanded that he leave my property, he responded in an aggressive and hostile manner, yelling that he could do "whatever he wants" and that I have "no rights" to prevent him from entering. He showed no identification and made no effort to communicate professionally or respectfully.
  
  According to the responding police officers, while utility companies may have certain rights of access under specific conditions, this was not an emergency situation (there was no gas leak or electrical hazard), and they agreed that the individual’s behavior was inappropriate and unacceptable. Unfortunately, they also indicated that I could not press criminal charges, as the matter falls under civil jurisdiction.
  To reiterate:
  The representative trespassed on private property by removing a lock.
  He did not provide any notice, seek permission, or follow any standard procedure for access.
  His behavior was verbally aggressive and threatening.
  I was never notified in writing or otherwise that any work—specifically the installation of a smart meter—was scheduled or mandatory.
  Previous Xcel representatives explicitly stated that smart meter installation was optional.

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  For the second time in the past few months, this last Thursday, 4/17/2025, Xcel cut off power to our home without any warning to us whatsoever. This cost me a full days work including a couple of hours of lost work that had to be recreated. This is completely unacceptable. Particularly when it is for the purpose of replacing a telephone pole that is clearly work scheduled way in advance. We got no email, no letter, no call, and no flyer left on our door. This is the epitome of poor customer service. A simple flyer in out mail box 24 to 48 hours in advance would have saved me 8 hours of work. Please push them to make sure that this does not happen again without prior warning to their customers.

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Work has been done on our block for the last several days with no heads up to the residents by Xcel Energy. There were cones placed on the street one day saying dont park here with no times/days reflected it was left blank. I moved into my drive way which was not near the cones. I then was blocked in by company vehicles when asked to let me out to take my children to school received much attitude as if i was inconvincing them when im the one who lives here. Then today 4/18 i once again was blocked in had to manuveur around cause they just looked at me as i was trying to take my kids to school. I came back parked down the street then asked when walking up the same gentlemen who had the attitude last time if they will be letting the trash people through again with an attitude "it depends on how many trucks I have in here" this has been a terrible inconvience with a bunch of attitude i work for a utitlity company and we would never do this without notifiying residents and being polite this is not an inconvience to the workers its an inconvience to the residents and our neighbors. Something should be done for the residents affected by this as the proper steps and customer service was NOT done at all.

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Work has been done on our block for the last several days with no heads up to the residents. There were cones placed on the street one day saying dont park here with no times/days reflected it was left blank. I moved into my drive way which was not near the cones. I then was blocked in by company vehicles when asked to let me out to take my children to school received much attitude as if i was inconvincing them when im the one who lives here. Then today 4/18 i once again was blocked in had to manuveur around cause they just looked at me as i was trying to take my kids to school. I came back parked down the street then asked when walking up the same gentlemen who had the attitude last time if they will be letting the trash people through again with an attitude "it depends on how many trucks I have in here" this has been a terrible inconvience with a bunch of attitude i work for a utitlity company and we would never do this without notifiying residents and being polite this is not an inconvience to the workers its an inconvience to the residents and our neighbors. Something should be done for the residents affected by this as the proper steps and customer service was NOT done at all.

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  UnpursuableMore 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.

  Complaint against Xcel Energy
  Issue: Incorrect billing for utility service after move-out
  
  To whom it may concern,
  
  I am filing this complaint regarding an inaccurate final bill from Xcel Energy. I recently received a bill totaling $*** for gas and electric service, which Xcel states covers February and March. However, I moved out of the property at the end of January, and therefore should not be responsible for any usage beyond that time.
  
  Prior to moving out, I submitted a request through Xcel Energy’s website to formally stop service at the property. Despite this, Xcel is attempting to charge me for service from my move-out date (end of January) all the way through April 9, which is clearly incorrect.
  
  The only amount I should owe is $***, which covers service through the end of January. I have already attempted to resolve this directly with Xcel but have not received a satisfactory resolution.
  
  I am requesting that Xcel Energy update my account to reflect the correct move-out date and remove any charges incurred after January 31.
  
  Thank you for your help in resolving this matter.
  
  Sincerely,
  *** ********
  
  
  
  Sincerely,
  *** ********
  ************
  ************@gmail.com

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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 am on a payment arrangement with Xcel. I paid $****** on march 18th when my bill was due. Yesterday at 9:46am I was charged again by Xcel $******. I already made my payment so I don’t understand why is was taken out again. I expressed this to Xcel and told them I have two small kids and cannot afford a $**** bill this month and they proceeded to tell me that they cannot issue a refund since it’s been applied to my account. They said my next bill is due April 11th so they can’t refund me and they can’t move my next bill up to may because technically I paid 2 months worth of bills.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  For the past 6 months, I have attempted to get Xcel Energy to come to my home to replace the power lines that run from the pole on the street to our home. We have been experiencing flickering lights for a couple of years now. We had an electrician come the first week of September 2024, and after inspecting these power lines that service our home, he said that they needed replaced. He noted there are multiple splits (too many) as well as visible damage. We called Xcel Energy together and I was told that someone would come, but no one ever did. I have since called them multiple times, and each time I am told someone will come but no one does. It has been 6 months. I most recently called within the last month and was transfered to the department that handles this service, they told me they can see all of my requests noted for the work order, and apologized for it not happening. Well, that was several weeks ago and we haven't heard from anyone. I would like a phone call or email from Xcel Energy telling me when they will be here to replace these lines. This electrical problem is dangerous and it is unacceptable that they haven't responded or fulfilled the work order after 6 months. I don't know what else to do other than file a BBB complaint.