The web site won't accept payments. It always says a payment is already scheduled and then sends a past due notice. The only way to pay them is to call. read more

4/7/22 I had my gas meter shut off because of a gas leak which was legitimate. I had the repairs completed by a highly proficient plumber from A Perfect Plumber on 4/6//22. They obtained a permit and the City of Englewood came by at 9:30 today and passed the work. I called XCEL at 9:40 to have my gas meter unlocked so the plumber could relight the pilot lights on my furnace and hot water heater. it is now 7:25 pm and I am still waiting for XCEL Emergency Response to unlock my gas meter which would take 5". I have called 4x and they say the same thing that the order has been sent and they can't do anything else. I explained I am a 72 year old single female with no heat or hot water. That does not matter to anyone at XCEL. I can only say how absurd the process is and what if it were a cold winter month?? I am so upset and angry with no path to take.y---- I may have to wait through the weekend at this rate. read more

I called to set up gas service and they kept me on the phone for 30 minutes trying to sell me all kinds of services I don't know and didn't want to take no for an answer. It's a shame there aren't more choices of providers. read more

Xcel Energy is a scam, and an absolute deceit and fraud in billing. Xcel Energy provided electricity to my restaurant in Minnesota, and kept billing me exactly the same amount I paid when operational TWO-MONTHS AFTER THE BUSINESS CLOSED and the building abandoned. No operation, no equipment and the bill came at $850 per month, with an added scam called "Peak winter demand" where $250 was added to the bill for an alleged 22KW demand-winter at the rate of $10.49 per KW. When complained, Xcel customer service stated "we didn't know the business was closed". read more

I have never had more problems trying to pay a bill in my entire life. After their mobile site had a problem processing my payments, I wasn't informed of this until right before my bill was due. Upon being so frustrated I decided to pay my bill through my bank. After the bill was processed I got an email a day after my bill was due that a second charge was added to my account. So instead of paying for my bill once, they charged me twice. I called Xcel to determine the problem and they said they only had one charge (the one that apparently didn't go through) that was returned to me (it wasn't). After calling my bank, they took the blame because I told them that Xcel did not have two payment. After they refunded me the money, Xcel contacted me and basically said "woops we actually did have two payments." So they refunded my payment which caused my bill to appear unpaid, putting me in bad standing. They seem to be incredibly incompetent and are causing me to pay extra money. I have never been late for a payment in my life and I do not appreciate this. I miss PG&E. read more

Xcel energy is the worst!!! I had a disconnect notice. I had changed debit cards and forgot to change this one over. Yes my fault. I got disconnected on a Friday called and made the payment to get it turned back on. The rep I spoke to wouldn't give me her name and I asked her how long would it be? She stated well it's Friday afternoon it could be today or Monday being they only work kk day through Friday from 7am-10pm. I said okay. Well no one came Friday which I expected, come Monday and half way through the day no one has shown up. I called back again spoke to four different people. The last person said well I can't say when they will be there but their hours are from 7am-12am!!! I was like what?? You want me to let someone into my home at 12am to turn my gas back on? They said yes. I said that is not ok. He said well that's not my problem. Then he goes back and says no one has to be home to turn the gas back on. I said yes they do being they have to relight the pilot. He said oh well I don't know what to tell you. Then I called this morning on Tuesday was speaking to someone and all of a sudden I hear music and was transferred to someone else. I was given no warning I was being transferred. Then the lady who picked up the phone tried to help me but towards the end end of the call she got real snotty with me after she told me it was going to take 3-4 business days to get my gas back on!! I was just applaud by this. I said why was I told it would had been either that Friday or Monday? Now you are telling me it will be 3-4 business days and someone over the age of 18 has to be home??!! She's like I don't know what else to tell you and maybe you should make other arrangements for the time being!! I was like wow this is how you treat customers!! She's like you have a great day. I said I wanted to speak to a supervisor right then and there and she said no I could out she can put a request for one to call me back. I said you are telling me someone will call me back just like my gas would be turned on Friday or Monday being the next business day? She said I will have a supervisor call you and hung up on me!!! This company is a joke!!! I wish in Colorado where I live I could use a different company!!! What a joke!! If I could give them negative stars I would!!! read more

Mobile website does not even allow customers to log in from a phone on an internet browser without being immediately prompted to complete a survey. I attempted multiple times, completed the survey multiple times, and ultimately had to wait until I got back in state to pay bill. If you want people to take a survey to review their experience, maybe let them HAVE THE EXPERIENCE FIRST read more

I got a notification yesterday (4-7-2022) that if I didn't connect service by (4-8-2022) that my service would be disconnected. (I already have service In two locations) i called them today, yet to my surprise when I got home tonight I had no power and was told that they can't re connect until Monday (4-11-2022) I would never recommend this company to anyone, and if I could give zero stars I would. read more

Not sure why we allow energy companies to have all the power when it comes to how we want to manage our own utilities. If you call in to turn off power they can tell you no. If you are given wrong information, they literally take no responsibility and will not even check their own recorded calls to correct they own staff and actions. I agree with all the other poor posts on here. This company is terrible. read more

Power has been out since 9:50 am first they said 2:15 to restore then 4PM now 6 PM WTF this is UNACCEPTABLE ilwe have 2 Special needs children in this heat!!!!!!!!! Wish there was another power company because I would switch IMMEDIATELY!!!!!! read more

I called them for their refrigerator recycle program, they set a date for today, I stayed home from work and they never showed, don't trust what they say. read more

Incredibly rude customer service agent for the credit department. This women needs to retire it is obvious. To bad they don't have a competitor cause they would be out of business. read more

HATE this company. Currently sitting in a very hot house in the middle of West Texas Summer, because the individual who first set up our account 5 months ago made massive mistakes. They did not correctly set up our account, including no address, incorrect phone number, we asked to set up autopay which did not happen correctly. Fast forward 5 months we thought we were fine and up to date on everything, only to wake up to our power being cut off, logging into my account and seeing we have a balance of about $65. I pay it then call to get our services back on and to figure out why we're not on autopay. I am then told about the issues with our account, and the reason we did not receive a single notice about our power getting shut off is BECAUSE THEY DIDN'T HAVE AN ADRESS FOR OUR PROFILE. How on earth does that even happen??? Providing services to a family without even knowing about it and then billing us at $790 5 months later?? They can't even tell us whether or not someone will come by today and get our power back. I am furious, frustrated, and heavily confused as to how this can even happen. read more

It would have been nice to know that when you sign up for auto pay, you are expected to manually pay at least one additional bill cycle. That doesn't make any sense if the billing system is able to accept same day payments online. Oh, technology! read more

The worst utility company in the world. Useless. Suggested I contact had because they don't know what the issue is. Fixed it once then again furnace went out NOW they're accusing me of calling them out under false pretense. Really? Then why would you fix it previously Dumbass? Not paying the bill! Fuck Xcel read more

I had the HomeSmart warranty with Xcel Energy for the past decade. I had it mainly so that they would come turn the pilot light on and make sure my hvac isn't spewing the silent killer, carbon monoxide. The service was for many years quite good until they outsourced it to contractors. Last year I reached my limit with them when they showed me pictures of how dirty my furnace was and that it was too dangerous to light b/c of all these broken components. Ok, thanks, crisis averted I get to live another winter right? Wrong. I decided I would get second opinion before I dip into my wallet for $5k! Which leads me to Bill Smith Plumbing & Heating: I called Bill Smith Plumbing & Heating because my grandfather used them for years, my dad used them, and I knew I could trust them. So one of their technicians comes out puts my furnace through the paces and fires it up. Saying, she's good to go. Thank you Bill Smith and shame on Xcel and your contractor, who I don't remember from last year. Bill Smith came again last week to check my furnace and turn it on, and it works like a charm for the second year! Adios HomeSmart and Xcel! read more

I have a $300 credit on my account, but they continue taking $ out of my bank, "because i had auto pay set up". There is no way to cancel auto pay over the phone or internet, you have to REMOVE your bank account from your profile for it to stop drafting. Super scammy vibes from the whole thing. read more

Worst. Customer service. Ever. Spoke to some snotty woman today and then her supervisor Sue. Explained that for some reason I was still being charged for my previous address. They stated that I had requested it. When I asked them to provide me something stating that, they let me know that "they would have to request it and wait." I went to my email to double check my move request and low and behold- no dates on my move request confirmation email. I explained to the women that if I had seen an error on my move confirmation that I would have handled the error sooner, before I got a bill for almost 3 weeks of a home I no longer live in. They stated that they could not "back bill" and they would stop the service tonight. Throughout all of this I tried to remain calm but was getting more and more frustrated with their attitude and lack of care. I explained that I worked in Customer Service too and theirs was lacking. I asked again to speak to someone besides Sue. She stated their was no one. I asked if there was an office I could walk into to show them my confirmation emails and attempt to get better customer service and was told there wasn't one. I have never been more irritated with a situation in my life. Wish I had another option, I would find one but nope. Monopoly here. read more

I had called to set up my account for excel and they had put in the wrong address which I was unaware of until I got charged from my apartment complex a fee for not putting the gas in my name because they were still getting billed. At this point I had overpaid for a non-existent address and now I have fees from my apartment complex that Excel refuses to take responsibility for due to their error. Instead this huge businesses is going to have me pay for their mistake. Absolutely ridiculous. I spoke with Chris extension 5626 who had nothing more to say then we will not be helping you. read more

Xcel came by and replaced some part of the electric pole in our backyard and chopped a lot of branches off our trees. No big deal, they aren't arborists but it was okay. That was April 10th. They have never been back to pick it up. We have called maybe 20 times. Their story changes every time. Absolutely the worst customer service I have ever had. And there is nothing we can do. Maybe we should pile it in the street with a sign saying "Xcel please pick up your brush" read more

I hate Xcel and wish there was a way to avoid having them as my energy company, short of moving into a cave. In fact, the more and more I deal with them, living in a cave starts to sound more and more appealing. In August, my roommates and I moved into our house. Our energy bill has ranged from $40~70 each month....until this past month, when we received a bill for 300 dollars. Yes, it's been colder; yes, we were expecting a higher bill. But we were expecting "higher" to be something more like 30 dollars extra, not a 230 dollar increase. I was obviously not comfortable with giving them so much money without an explanation, so I called them up. As it would turn out, our meter has been broken for 5 months and Xcel has been estimating our bill this entire time. ESTIMATING IT and now that there is a new meter, WE are the ones responsible for their mistake. YOU'VE BEEN AWARE THIS ENTIRE TIME THAT THE METER ISN'T READING ACCURATELY, AND IT TOOK YOU 5 MONTHS TO FIX IT? AND THEN CHARGED US FOR THE DIFFERENCE? According to Mr. Xcel Call Center Man, the old meter was READING correctly but it was not TRANSMITTING (who knows if that's even true, not like we could prove otherwise). All the meters apparently have some sort of radio transmitter, "So they can get the readings while driving down the block, and don't have to go into people's yards". So instead of getting off their fat asses and out of their cars to actually LOOK AT THE METER, they decided to (inaccurately) ESTIMATE instead. He also said that they placed a service order on October 6th for a new meter but it was not completed until November 25th. So for nearly two months after placing the service order, they continued to sit on their ass and estimate instead of walking the goddamn 25 ft from the road over to our meter. I've called several times about this and all they do is offer a payment plan. I don't NEED a payment plan; I NEED you to take accountability for your mistake. Xcel.... Because you have no choice but to bend over and take it. PS. This video is a parody of Comcast, but it makes me think of every gigantic monopolistic corporation out there. If you've ever spent time on the phone with either I'm sure you'll understand.... For your viewing pleasure: https://www.youtube.com/watch?v=KMcny_pixDw read more

Yes, they're a monopoly and yes, they're butt-raping us with fees and weirdo, unexplained charges. For that, they get only one star. However... they're really great-- five star great-- when it comes to emergencies. So I'll balance it off and give them three. If you smell gas in your house and you call Xcel, they'll send someone out straightaway. Even if it's 4 in the morning. Even if it's in the snow-covered dead of winter. Even on Sunday. You won't wait an obscene amount of time (huddled under blankets in your car, for example) for their tech to arrive, either. And when they DO arrive, they're efficient, professional, and capable. As you may have already guessed, I've called Xcel many a time. I've got a super-sensitive sense of smell, and when I wake up in at 3 am smelling gas, I trust my nose more than I trust my husband (who told me I was imagining it and to just go back to sleep). Each and every time, the Xcel tech has gone above and beyond to fix the issue. Bonus points to Xcel for not making me feel like an idiot when it turned out to be a stove burner just barely .0183 centimeters right of the "off" position; too miniscule to notice or ignite, but far enough over to let the gas leak out. Double bonus points for checking out our water heater and letting us know that it'd be way more efficient if we installed a vented door to the little closet in which it lives. Triple bonus points for giving our furnace the once-over and letting us know what it needs (lots of help). Quadruple bonus points for being kind and professional and not at all crabby for having to come out in the wee hours. All of this, for the lowlowprice of FREE. Almost makes all those extra, unexplained surcharges on our bill worth it. Almost... but not quite. read more

Horrible service, power is always out. Horrible response time, want to be renewable but can't even unfuck what they have. No stars, this made me give one read more

No online bill pay? No recurring payment option with credit card? "You can bring cash to a payment center" As a new transplant to Colorado, nothing says 'hello' like a "Welcome to our monopoly - we run it like its 1996." read more

GREAT NEWS! The Public Utility Commission contacted me and said thanks to my testimony they have opened an investigative docket into XCel Energy's refusal to be transparent on bills and inefficient management practices. PLEASE PLEASE PLEASE follow the directions below and send them an email to let them know how you feel. The more of us write in, the more likely the commissioners will make X-Hell change.... _____ For consumers who are interested in providing their thoughts via email to the Commissioners concerning incentives to customers of gas and electric utilities, the consumers can email the Commission by referencing the PUC's website at www.dora.state.co.us/puc/ , and then scrolling to the bottom of the Commission's home page, which identifies how to contact the Commission. At the bottom of the page in the grey area, the consumers should then click on the E-Mail. When sending comments via email, they should identify "Docket 08I-420EG, Customer Incentives Docket" as the subject matter of their correspondence. If they prefer to write the Commission, they may send comments addressed to Doug Dean, Commission Director and should identify the docket reference (Docket No. 08I-420EG) and docket name (Customer Incentives Docket). I would suggest something similar to the following: Re: Docket 08I-420EG, Customer Incentives Docket Doug Dean, Director Colorado Public Utilities Commission 1560 Broadway, Suite 250 Denver, CO 80202 The key is to make sure that the Docket Number (08I-420EG) is clearly identified, allowing administrators to ensure that the consumers' comments are filed in the corect proceeding. Please let me know if you encounter any difficulty with this process, and I'll work with you to resolve. The comments will be consolidated and included as part of the record in this proceeding. Geri Santos-Rach Section Chief Colorado Department of Regulatory Agencies Public Utilities Commission Research and Emerging Issues 1560 Broadway, Suite 250 Denver, CO 80202 P 303.894.2533 | F 303.894.2065 www.dora.state.co.us read more

Not sure I could have a lower opinion of this company. Their customer service is completely incompetent (today I spoke to a woman in the "billing" department who literally had no idea how to read my bill and then hung up on me) and their handling of power or gas issues is laughable. My bills keep going up and up with no explanation, even on months when my usage is down. A repulsive corporate monopoly at its finest. Wish I had other options. read more

Xcel Energy is A-ok by me. Especially after we came home last week to the smell of natural gas in our home. We went to wait at a nearby restaurant, as the smell was very bad. When the technician called, Mr. Mixer ran home. The technician was very thorough and very polite. He found out that it was actually a propane tank for out grill leaking, rather than a gas line (thank goodness). The smell was seeping in through a leaky window (gotta fix that). It was great to have Xcel respond so nicely and quickly to a situation that was quite nerve-wracking for me as a home owner. We've had our bad moments with Xcel. too. The power in my neighborhood went out a lot about three years ago, but that seems to be fixed now. I'm very impressed with how seriously they took our situation! read more

Well let's start that I haven't used this email in forever be wise during covid we lost our place and went to my aunt's out of state. It's a year later I don't live in that apartment anymore and I'm still being charged. I opened this email site after a year and saw that I'm still being charged. Now about 2000 laters they expect me to pay it. No... Sorry your system lost information during covid but not my fault and the lady I talked to didn't care at all and didn't help me figure out a way to help me and my 3 year old son. read more

I was so happy to NOT be an Xcel customer for years, but unfortunately I've had to return. Let me start with their website which is absolutely the worst on the Internet. I can't believe that a major corporation has a billing and information site that looks like it was developed by a 9 year old. The site has zero intuitive aspect. I can never find the information I need. Thankfully, their customer service group is fairly responsive. That being said, my online bill does not provide enough detail such that I understand what I am being billed for. A one liner isn't enough. Oh, and I have a solar system and nobody from the company told me how to link them. Xcel is just like the government. Unless you happen to find an employee that is dedicated and competent, you're out of luck. This mentality apparently goes all the way to the board room. read more

John from Xcel, came out to remove the meters from my home my furnace was running and then didn't make sure they left my home the way they found it..once I got home it was ice cold thanks next time make sure you re-light the next person's home furnace the way you found it!! Thanks Xcel read more

NO customer service on weekends?!?!? Are you serious?!? One star all the way, not only do you bend me over and take my money monthly, there is NOBODY to talk to should I have something that needs addressing over the weekend. Xcel, you're a necessary evil. read more

Xcel sent me an email stating that they were going to change my meter to a smart meter in about one month. Expecting to have them contact me, I waited but didn't hear from them at all! Then out of the clear blue I get an email stating that they changed my meter to a smart meter with no notice to me at all!!! I have two no trespassing signs on the front of my house and at the back on the fence where you enter for access to the meter! So they entered my property like a thief in the night, (UNANNOUNCED) took it upon themselves to change my meter, (NO DOOR TAG THAT THEY WERE THEIR) The only way I knew was that they sent me an email that they were there!!!! Then when I contacted them they tried to fast talk me into believing that because they own the equipment that they have the right to enter my property!! They jerked me around for almost a month, I fought them tooth and nail to get it removed!!! They stalled me, lied to me that they didn't have a meter like the one they removed!!! My gate is now locked 24/7 and if they enter my property without notifying me I will call the police and will prosecute them to the fullest extent of the law. They are a bunch of weasels and are trying to pass these smart meters off to save you money, so guess what they double your bill instead!!!! All the consumers need to do a class action suit against these ripoffs!!!! read more

I just moved out of my townhouse, slowly getting all the small remnants out and cleaning up (I own the townhome). They turned off my gas without ANY notification in the few days since I've been to the townhouse (for meter maintenance). It's damn near freezing in the townhouse, and they told me that they could not schedule a time and they could not have a tech call me before they come out. they also could not guarantee that a tech would be out that day (this was noon). This means I would have to sit for hours on end in an empty townhouse in near freezing indoor temperatures because of the complete and total lack of humanity and competence of this company. This was yesterday, I'm still trying to get them to come out but I'm not going to spend another day freezing in my townhome. Completely irresponsible behavior on their part. I'm so glad that we have a municipal electric company in my town, maybe we can go to municipal gas too!! read more

Xcel Energy's HomeSmart program is worthless. No matter what the problem with your appliance is, they will find a way to blame the user and not pay for the repairs. If you are paying for this service now, cancel it and put half the money they are charging you away each month and you will have more than enough when it is time for repairs. read more

Had an unexpected high bill. Called for any sort of assistance. Was told Xcel could do nothing to help. I paid my bill of $228 in full. Xcel then charged me again $228 putting me into the negative in my account. I called for an electronic reimbursement for their mistake of charging my account a second time. I was told it was my mistake they charged me again, even though my account was paid in full already. The only option was to wait for a check in the mail for their mistake. Such a crooked company. Wish we had other energy company out here to get away from the money hungry company. They do not care about the customer. read more

Some of the reviews on here make my problem with them look like cake, but all are totally believable. They refused to refund a charge when they have no verification system in place for auto pay, and never actually notified me that the payment was declined. The customer service person I got to fix the issue was helpful -- but even she, when she transferred me to the "credit" department, warned in her tone that they were unlikely to help me with a refund. I ended up in a ten-minute long debate with a snotty, argumentative rep who continually tried to bully me into confessing something I freely admitted to. As I told her, it was a question of refunding FIFTEEN dollars and profiting off my account for the next 20+ years, or letting me try to shop elsewhere. She did not care. Monopolies suck. I'm going to see if I can get service anywhere else. read more

Constant power outage, rude customer support, and they know they are a monopoly and do not care what there customers think. I'm surprised there has not been a class action law suit against them yet. Or maybe there is and they are paying for the silence so they won't talk... Idk what it is but this is a failure of a company read more

Be cautious with automatic payments. I chose to pay my bill early (almost an entire month early) for personal budgeting reasons, and unfortunately found out that Xcel will still process a payment on the automatic payment date, regardless of whether a payment is actually due or not. I called to try and get them to cancel the unnecessary duplicate payment, to find out that it is "not an Xcel error because this is sated in the automatic payment policy". Instead, my only option was to accept a refund for my first payment, via a mailed check. Although the person helping me was kind and patient, his "mentor", Rob, was unhelpful. Really crappy customer service and business practices in my opinion. I can think of few companies that wouldn't just refund or stop the pending duplicate payment and apologize for any misunderstandings. Perhaps I should have better read the policy from 10 years ago when I first started my services, or perhaps Xcel could consider adding a note for when people make additional or separate payments that they will still be charged on their automatic payment date. read more

Worst power company imaginable. Our power has been out in our building 12 times since the end of March. Three times now in 3 days. We can expect the power to go out for 3+ hours if the wind slightly blows. I get the same automated, BS response when I've asked for this apparent problem to be looked further into. It's apparently not high up on their priorities. I'm going to start sending them a grocery bill for the constant loss of power to our refrigerator..... I cannot believe this is the only power company in Denver. It's the absolute WORST I've ever experienced, coming from TX where we have actual tornadoes... I've never lost my power on so many calm nights/days in my life. 12+ times since March. 3 TIMES in 3 DAYS this week..... unacceptable. Fix the damn problem. read more

Amid the Covid virus they said they would not shut off service...my mom is in the hospital and my husband lost his job and they said for both pay it or get cut off. Way to go usual money grubbing assholes read more