Xcel Energy

Initial Business Response /* (1000, 6, 2015/12/01) */
In June of 2014, Mr. [redacted] and his installing contractor, GLH Mechanical, submitted a 2014 Evaporative Cooling Rebate application requesting a $500 Premium System Rebate. The requirements to receive a Premium System rebate are:
1. The...

evaporative cooling system must have a remote thermostat - it does, according to the rebate application
2. The system must have a periodic (water) purge control - Mr. [redacted] indicated in an April, 2015, letter that it does
3. The system must have 85% media saturation or above - the model he chose, MasterCool ADA51, has less than 85% media saturation. Either Mr. [redacted] or his contractor indicated 90% on the application. "Media" in this context are the pads inside the evaporative cooler that absorb cold water and reduce the air temperature as it passes [redacted] the media.
Mr. [redacted] met 2 out of 3 requirements to receive the higher rebate. Initially we paid the lower, $100 Standard System Rebate, which does not have the same requirements as the $500 Premium System Rebate. Upon further review, we will make a one-time exception and pay the $500 rebate because the customer (and contractor) made sufficient efforts to comply with the rules of the Program and could reasonably expect to receive the higher rebate. We will use this exception as a training opportunity and reinforce with trade partner GLH Mechanical the media saturation efficiency requirement.

Xcel Energy records show service was established in the customer’s name on July 20, 2015.  The electric account was estimated the subsequent 2 months on Aug. 10, 2015 and Sept. 9, 2015. After two consecutive months of estimated consumption is billed, a system generated order is issued to...

investigate the cause for the estimates. Company records show that meter readings are obtained via signals transmitted from an automated meter reading device (ERT) attached to the meter.  The ERT is the radio based modules that fit electric and gas meters.  The ERT device also encodes consumption from the meter and communicates the data via radio. A specially equipped vehicle drives by and picks up the transmissions once a month. This system allows Xcel Energy to automatically read customers’ meters. Further review revealed when the meter was exchanged on Sept. 23, 2015, it was found that the ERT device had failed to transmit the monthly meter readings, which resulted in the estimated bills. The meter, however, continued to function and register consumption. The electric account was then adjusted based on readings from the meter; a letter was mailed to the customer explaining the adjustment.  When the customer contacted our office on Sept. 29, 2015 to discuss the adjusted bill, it was explained that the account reflected estimated bills since she moved in, and we obtained an actual read from the meter when we replaced it. The customer was offered a payment plan and declined at that time. On Oct. 26, 2015, the customer entered into a payment plan that was cancelled on Dec. 30, 2015 because the full arrangement amount was not received. The customer was informed on Dec. 31, 2015 that the arrangement plan had cancelled because the exact (arrangement) amount was not paid. Full arrangement amounts must post by the due date of each bill to avoid cancellation of the payment plan. This means the arrangement amount cannot be a penny short or a day late in order to remain on the payment plan.  The customer entered into a new payment plan on Jan. 16, 2016 with the first installment amount due by Jan. 28, 2016.  The customer’s payment posted today, Jan. 26, 2016, and we appreciate that payment.  Again, the electric meter was functioning properly and the adjustment was based on readings from the meter. The ERT device attached to the meter failed to transmit monthly readings. The customer was informed the 2 months of estimated bills were low, and we adjusted the electric account to reflect actual usage over the estimated periods from July 20, 2015 to Sept. 9, 2015, based on readings from the meter.  It is the Company’s belief that the billing is accurate, and no further adjustments will be forthcoming.

Customers are responsible for energy consumption through the date we are notified to discontinue service.  As a regulated utility, Xcel Energy must follow the rules approved by the [redacted] which states.   … 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…   I have searched company record but was unable to locate a record of a request to discontinue service by [redacted]. On November 2, 2017, I spoke with [redacted] and asked if she would have called from any other phone number to which she provided the same number as we had on file and I was unable to locate any phone record from the past 900 days. I advised that services remained in her name until we were notified by the new occupant to begin service in their name. We have e-mailed an itemization of charges since August 2016 and advised any dispute would be between her and her landlord or occupant if different. On November 2, I provided the contact number for [redacted] which the debt was currently assigned. Since that time the debt has been re-assigned to Diversified Adjustment Services at [redacted].

Initial Business Response /* (1000, 5, 2015/10/12) */
I spoke with [redacted] on September 30 and noted the increased usage of both gas and electric usage during the summer months. Customer stated she has central AC and heat controlled by a thermostat in the apartment. Due to unusually high gas...

usage during the summer months I recommended requesting the property owner or a heating and cooling contractor check the thermostat and wiring to make sure the AC and Heat are not running at the same time.
We tested the Gas meter on August 7, 2015 and found is registering accurately and no leaks.
We tested the Electric meter on October 9, 2015 and also found the meter functioned within the requirements of the [redacted]

Revdex.com:
Thank you.  I just now got the matter resolved.   You can close the case.   [redacted]

Complaint: [redacted]
I am rejecting this response because:
I am not satisfied with xcel and just want them to do the right thing and if they valued customer satisfaction whey would just take care of me as a customer.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11097517, and find that this resolution is satisfactory to me.
[redacted] was very helpful.
Sincerely,
[redacted]

We are able to place a phone number on a "do not call" list upon request and will prevent future automated phone calls for past due account balances upon.
I E-mailed [redacted] on December 23 requesting phone number which has been a concern. No response at this time, if provided I will provide it...

to our Credit department to be added to the "do not call" list.

I would like my account credited for the 259.80 that was taken out of my account and a credit for whoevers bill they credited to my account. There needs to be some form of rectification for the monies that were withdrawn from my debit card as a result of Xcels negligence. Someone from the company or...

someone somewhere was able to obtain customer information from their records. Xcel must be held accountable at some point for the continued suffering of their customers. Sadly, we have no other alternatives other than Xcel and this is beyond ridiculous. Something must be done.

Complaint: [redacted]
I am rejecting this response because:  I have not lived in that apartment since January 21, 2017 and should not have to pay for any service after that date.  I am more than happy to pay for the service up to that date.  However, I will not pay for anything...

after January 21, 2017.  I did call to cancel and feel this is a scam on the part of the business.
Sincerely,
[redacted]

This customer was contacted in response to her inquiry with the Revdex.com concerning service issues. Xcel Energy’s Contract Project coordinator spoke to the customer on May 25, 2016 and May 26, 2016 to inform the replacement of the new service is scheduled for Tuesday morning, May 31, 2016, and reported...

that the customer seemed happy with that information.  A follow-up contact was made with the customer on May 27, 2016, by Xcel Energy’s Customer Advocate, Brenda Hughes. The customer acknowledged receipt of the May 31, 2016 scheduled date to replace new service and stated her biggest concern is the landscaping and significant disruption to them.  As explained by the coordinator, Xcel Energy will restore their landscape to their satisfaction. Tell us why here...

Unfortunately I don't have record as it was over the phone.

Company records show that service at [redacted] was listed in the name of Ms. [redacted] S [redacted] from August 6, 2012 to December 9, 2015.  Service was stopped on December 9, 2015, when the new owner of the property called to request service in his name.  A review of notes on the account...

shows no calls from Ms. [redacted] in October or November 2014 requesting to end service.  A search of recorded calls from Ms. [redacted]’s phone number also shows no calls came in during this time.  So we have no record of Ms. [redacted] ever calling to end service before the new owner started service in his name.Records also show that notices of discontinuance were issued for past due charges, but due to the high volume of disconnect notices, and the relatively low balance on the account, disconnection of this service was of low priority.  Bills were sent to Ms. [redacted]’s mailing address and were not returned.  Since we do not have record of Ms. [redacted] calling to end service, she is responsible for all charges billed up to December 9, 2015, in accordance with the Discontinuance of Service at Customer’s Request tariff that is approved and on file with the Colorado Public Utilities Commission.  The pertinent portion of the tariff states, “Where notice to discontinue 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.”  Subsequently, Ms. [redacted] will need to discuss payment of charges with the owner.  Tell us why here...

Initial Business Response /* (1000, 6, 2015/11/06) */
I received confirmation from the manager of Gas and Electric Metering that the issue was resolved November 4 after we received permission to cut a root from the customer's tree, which was causing the issue.
Initial Consumer Rebuttal /* (2000,...

8, 2015/11/09) */
Thanks for the follow up [redacted]. The issue has been resolved by Xcel Energy.

Complaint: [redacted]
I am rejecting this response because:Did do not feel like a valued client, because they are not willing to work with me even though I have been a client of theirs for many years now and I have never been late on my my payments.  this all could have been avoided if It was explained and did not have to go through the ordeal of the other company shutting my electricity off because I didn't know it wasn't tranfered .
Sincerely,
[redacted]

[redacted] contacted the CO Revdex.com regarding a service charge assessed to his account. Mr. [redacted] contends he was double charged a gas reconnection fee. I reviewed Mr. [redacted]’s account A service order to reconnect the gas service was issued on Jan. 28, 2016. Mr. [redacted] was advised that someone must be...

home at the time of reconnection however; Mr. [redacted] was not given a timeframe for the reconnection. The reconnection order was attempted one hour after entry on Jan. 28, 2016. Mr. [redacted] did not have the opportunity to return home before the service person left. I spoke with Mr. [redacted] and advised I would provide a credit of $92 to offset one of the reconnection fees. Mr. [redacted] was pleased with our response.

Initial Business Response /* (1000, 5, 2015/08/17) */
As a regulated utility, we must adhere to the laws and standards as set forth in the state. According to rate schedule [redacted] of the [redacted] which states
"...Where notice to discontinue 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."
Review of the account found that the first contact to request discontinuation of service was August 5, 2015. This date of notice is the date we have used to establish a final bill for service.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a satisfactory resolution as it does not address my concern that I am being charged for the time period in which I was not living at the residence in question. I understand that Xcel is not required by law to refund me, however I do not consider this fair or resolved.
Final Business Response /* (4000, 9, 2015/08/26) */
I am sorry this policy is not to your satisfaction but in consistency and fairness to all of our customers the decision remains unchanged.

Dear Mr. [redacted]:   Thank you for your patience while I researched your concern.  As you know, service was disconnected October 3 and a reconnection order was issued the following day. After the technician restored service, they identified an unsafe condition of 20% LEL (Lower Explosive...

Limit) at the boiler pilot.    All field employees who identify a potentially dangerous condition that poses a risk to property or life have a vital responsibility to take action and ensure customer safety.  Gas Technicians are thoroughly trained and cannot leave an active leak found inside a building leaking per our Gas Standards.  Therefore, service to the gas boiler (valve) was turned off and the appliance was tagged as a hazard; the technician restored the main gas service at the meter.    In your follow up call, our specialist explained that gas service at the meter had been turned on but that the technician tagged the appliance because the boiler pilot was registering as an unsafe LEL.    When an appliance is tagged as a hazard it is the customer’s responsibility to have the appliance repaired and/or replaced and to relight the pilot light(s).  Xcel Energy does not relight pilot lights to appliances after they have been tagged as a hazard (most often, the customer’s HVAC/plumber that repairs/replaces the appliance relights the pilot light(s)).    Natural gas lines typically run from a gas main in the street to the meter attached to a home. Xcel Energy is responsible for maintaining and repairing that service line, the regulator and the meter.  Property owners are responsible for the line on the house side of the meter as it extends, either above or below ground to your natural gas-fired appliances. These gas lines can rust and leak. To avoid this, property owners should routinely contact a qualified plumber or heating contractor to inspect and repair buried natural gas lines and to check appliances.   I hope you find this information helpful and I apologize if this information was not clearly communicated to you in your follow up call.  Tell us why here...

Complaint: [redacted]
I am rejecting this response because:  Xcel Energy sold my sisters account to a collection agency and the collection agency sent me the proof of that bill and her total balance was 61.00, they then conjured up the same account they sold and tried to make me pay it. My deposit was higher than the actual 3 months of service and an Xcel representative who later turned out to be a scammer set up payment arrangements and stole money from my debit card, I told them about the situation and asked for any kind of payment plan or any assistance that I may qualify for being a single mom with diabetes and a 1 and 2 year old in the home. Instead of assistance my children and I slept in the home without electricity for 2 weeks until we could move out of the home.  As far as the scammer receiving my information, I highly doubt that people are looking in garbage cans stealing various customers as your representative so matter of factly stated to me on 2 separate occasions. Xcel Energy will in no way accept any kind of responsibility for these issues but explained to me that they posted it on social media instead of in an actual bill insert. I never denied paying the bill and any payments you supposedly received from me were not from me as I  do all of my payments at a pay station. I am refusing to pay for a bill you found and charged me for and I will not pay for services that I did not use. Sometimes the moral thing to do overrides greed and deception. I again asked for any kind of payment plan and was refused service so please spare me the pep talk. I pay all of my bills but when your company charges 188.00 for a deposit and my total ends up being greater than my rent, gas and water combined, that is insanely overwhelming to me. I plan to share my story with everyone who wants to hear it. You prey on your customers and some of us are in areas that are only serviced by your company and you know that. I don't reside at the residence any longer and wouldn't use your company again if you were the last company on earth. You don't care about your customers at all, its all about money as that is all you and every worker at Xcel seems to talk about. I don't require a response to this issue, you can give your next one to the media after I share it. 
Sincerely,
[redacted]

Data indicates inverter was turned off prior to meter exchange. Provided contact name and number of solar billing expert to customer via email.