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Description: Electric Companies, Energy Conservation Products & Services
Address: 2538 Blichmann Ave, Grand Junction, Colorado, United States, 81505-1010
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Over and inconsistent Bill charging. Rude, I'm better than you superiority type customer service. MONOPOLY! We need to be able to choose who our provider is. We are the customer.
I pay my bill to Xcel Energy every month. We experience at least one power outage each month if not more!!! What is the problem with where I live. My mother lives only a few blocks away and doesn’t continually have the outages we do!!! Please give me an explanation!!!!!!!
We are happy to assist you further, please contact us at 1-800-895-4999 or visit us on our website www.xcelenergy.com and click on Customer Support.
This is not the review I entered to the Revdex.com. I started this review back this summer and canceled it. I submitted a negative review for On Trac this morning 12/23/19 and thought it was for that. It is as if the Revdex.com does not want me to write a negative review for On Trac.
Xcel cut our gas last Friday.
It's been over a week an no one has told us what is going on. No one knocked on our door or left a leaflet saying what was happening.
We have called multiple times and they tell us something different every time. They promise that "they're working on it and will send someone out to fix the issue" but never do. Horrible customer service. It's clear they have no idea what is going on and can't provide accurate timelines.
WE HAVE BEEN WITHOUT GAS FOR 11 DAYS.
Xcel Energy had to recertify gas lines from the street to the building before restoring gas service and gas meter set rebuilt due to water in lines. This work was completed on June 25, 2019. Xcel Energy attempted to relight the gas service but no one was home. A not home card was left to call and get an order issued when someone is home. Service was restored on June 27, 2019. The gas meter was spot tested and the customer's water heater and furnace both cycled.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
we paid excel and their contractor *** six months ago to establish power and it has not been done. we applied for power over one year ago. we Arte going to loose the loan on our property if we don't get power established. they have lied about pulling permits etc and have stalled the entire process
We received the customer application in February of 2018. The process was assigned to a contractor shortly after we received the application. The first designer identified temp service was not available and the customer would need distribution. Unfortunately this designer left the company and didn't complete the work necessary to get that completed. The information for this period is not detailed as most of the notes from this designer were not completed. A new designer was assigned the job in April of 2018 and design work began in May of 2018. The customer wanted a single phase service in an area that had 3-phase. We had to bring in service to provide the requested single phase. The work on the design was completed in August of 2018. Mr. rejected this design due to cost. We completed multiple designed to provide service at a better price. Final redesign was completed on September 28, 2018, but required easements by the customer. The customer asked for another redesign with a different route and wanted to complete the trench work. Customer agreed to a design with the easements required on October 16, 2018 and was quoted a new price. Customer paid $4,500 in mid-November and the job was sent to construction. Easement documentation was not sent to the customer until January 15, 2019. Customer signed and returned the documents on February 20, 2019. The contracting company worked with the Colorado Department of Traffic to get permits and worked to get a building permit. The design manger worked with construction on February 25, 2019 to wrap up all permitting issues and the work was scheduled for March. On March 4, 2019, the manager with our Design Department spoke with Mr. and went over how we can improve on the mistakes that were made on this project. The manager made the decision to refund $4,500 and apologized for the issues that Mr. had with getting the work completed. The refund was approved and processed on March 7, 2019 and the work was completed on March 9, 2019. I have sent a claim form to the customer. There is nothing further pending at this time.
In December of 2018 I received a text notification that my Xcel energy bill was $1081.37. Of course, being a tenant at this residence for 5+ years and not really ever having a bill over $250 I called the customer service dept. which they agreed there was a significant issue, as there was no feasible way for a house residence to reach those extremes. They said they would send someone out to re-read and take care of the mistake.
In January 2019, I called again and this time they were charging me late fees for this $1081.37 bill. The gentleman mentioned there was a change in meter readers and they would have someone double check the service and re-read the meter. I have NO ideas if they really did re-read. He said he would call me after it was read again on 2/8/2019.
No one called me about my over-inflated bill. so Today 2/13/2019 I called and spoke with a manager (he said), however, he told me that I would have to pay for the 1081.37 bill and that even it must've been read wrong all these years. This is billing fraud, I can't be expected to pay for the negligence of Xcel energies meter readers and employees. I have always paid my bill when it was due to what they sent to me. I feel that Xcel energy is taking advantage of this situation and me to obtain funds in the event of Xcel energies error and in reading my meter. If that is really even what happened. This is very suspicious behavior and even fraudulent, utility billing fraud.
I should not be held accountable for utility billing fraud by Xcel enger and these unverified charges to my service account.
A review was completed in to Ms. meter reading inquiry with the Revdex.com. Ms. received an abnormally high gas bill in January 2019.
Company records find that Ms. received a statement dated January 10, 2019 for $1,002.22. This bill was unusually high when considering the gas consumption history at this address.
Customer service was able to interact with Ms. on February 13, 2019. Customer service determined that Ms.’s gas meter was misread in December 2018. Customer service corrected the meter misread and subsequent billings.
As a result of the corrections, Ms. was billed a total of $221.08 for the period of November 5, 2018 to February 8, 2019. We have notified the Meter Reading department of this issue in an attempt to prevent future issues.
There is nothing further pending at this time.
I am being charged over $3000 for my father in laws bill that past away over 5 years ago. And I don't want to be at risk of my power being shut off in the spring
and *** are not being held responsible for the late ***’s bill (***). Our office has responded to three prior complaints filed by this customer with the MN Office of Attorney General (OAG) and MN Public Utilities Commission since June 2017. Billing is correct and will not be adjusted. See attached document for details.
The current account balance is $4583.18, of which $4306.25 is past due. There is currently not a payment arrangement in place for this account; late fees are assessed and disconnection notices are issued in the absence of a payment arrangement.
The Minnesota Cold Weather Rule is intended to provide eligible residential, Heat-Affected MN households protection from disconnection of the primary heating source during declared winter months, October 15 through April 15. Customers must stay on a payment plan or contact Xcel Energy to request a modification of their payment plan during the cold weather timeframe.
A medical form was received on this account, which expires August 22, 2019. However, a payment arrangement is required for a valid medical hold to prevent credit action such as late fees and disconnection notices.
Ms. may establish a medical or cold weather payment arrangement with our Personnel Account Representatives (PAR) . In addition, Ms. may apply for the Medical Electric Affordability program by contacting or by following this link.
https://energycents.org/affordability-programs/xcel-energy-customers/
I emailed Xcel about a voltage fluctuation issue right before Christmas on December 22nd and to their credit they came quickly, identified the issue as a faulty power cable and replaced it with a temporary above-the-ground cable. They promised to come back the next day on Christmas eve to finish the job (I was sceptical) and they never did and never called or emailed to update me. Eventually I started calling and not getting an answer about a possible date. I emailed on January 5th, but my email was just redirected to another department on January 9th. So I am still sitting on a temporary cable since before Christmas and not getting any answers.
Dear ***,I am pleased to inform you that Xcel came today and finished the job. Please close my case and thank you for all your help.Sincerely
A review was completed in response to Mr. electric cable concern. Company records find we responded to an electrical voltage issue on December 23, 2018. Temporary repairs were initiated to correct the issue. This resulted in the installation of an aboveground temporary electric cable.
Our normal timeframe to complete these types of work orders is within 30 days. Our Field Operations crew reports the work order was completed on January 14, 2019, when a permanent underground cable was installed.
I have left a voicemail with Mr. advising of these events.
I paid for the 12 hour reconnect, 76 dollars. 2 days I've been staying at my neighbors. The representative on the phone said nothing about the main breaker at the meter outside. That I had to turn it on or off. I turned the main breaker off at my house. So they said I had electric on within 12 hours. But some miscommunication the breaker didn't get flipped outside at the meter, because they couldn't get a hold of me. No one called, left a note on my door. Nobody told me I would have to do that myself, it's at the meter that should not be a customer's responsibility. Nor should I have to pay the 12 hour when after 2 days I still would not have power if I didn't call them. So the supervisor on the phone says, well it could have been a possibility I could have been out of power for a week or a month if I hadn't called. Yet I still am getting charged the extra 40 dollars because of my incompetence, I guess. Horrible horrible customer service in explaining what all should happen. So they just cost me 40 dollars, plus all the food in my refrigerator. Hopefully my water pipes didn't freeze. And two days out of my house.
Tell us why here...*** requested a 12-hour reconnection of his electric service. Xcel Energy responded within the proper timeframe and charged the customer $77.00. We do not have a requirement to advise the customer of an outside main breaker, however, had we done so the customer's expectations would have been met. I spoke with *** and advised he would be charged only for the 24-hour turn-on fee and he would see a one-time adjustment of $39.00 on his next Xcel Energy bill.
We moved to Colorado from another state. In setting up a new checking account with a brokerage/bank, before we received the checks, they had given us the wrong account number. Therefore, when we set up payment with Xcel, the payment bounced. We corrected it and I explained what happened to the customer service rep. But because of that Xcel put us on "cash only" basis for one year and the customer service rep said there was nothing they could do! Unbelievable. This ranks with the worst customer service process, and without any consideration for circumstance, I've ever experienced from a company.
To make it even worse, being on "cash only" basis does not even allow me to set up an automatic payment from my (now correct) checking account. What sense does that make? If it set it up from a checking account, they know they will get the payment automatically every single month. I really like what they're doing to support renewable energy. I give them a lot of credit for that. However, as a company and its customer service policies, I flunk them!
We were able to speak with Mr. and after a review by our Accounts Payable department we agreed to remove the “cash only” status from the account. Once that was completed he was able to start automatic payments. We then also agreed to remove the 2 $15 return check fees from his account. Once the work was completed I communicated with Mr. and he was very pleased with the results. The issue has now been closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this response is accurate and the resolutionn is more than satisfactory to me.
I went to thank Xcel Energy for their follow-up to my complaint which is actually more than I expected. Plus their resolution is much more than I expected in that they not only remove the cash-only status but also refunded the late payment fees which I didn't even ask for. These fees were a result of inaccurate information provided to me by my bank and not my fault and as such Xcel was very courteous in taking this into account. Although I had to go through the Revdex.com to get resolution because my initial response from the customer service department after two attempts at resolution were totally unsatisfactory, in the end they did come through and I appreciate that very much.
I also thank Revdex.com very much for their service. I'm impressed by their ability to get action.
Regards
I am being charged approximately $14.92 a month for gas service which I do not use at all. My bill shows that there has been zero usage. I’ve called Xcel multiple times and they tell me it is a charge for simply having a meter. Since I rent I am unable to cancel the service. I feel I am being forced to pay for a service I neither need or want. Please advise me on what can be done.
As long as a customer has service in their name, they are required to pay the monthly Service and Facility Charge whether or not there has been energy consumption. The Service and Facility Charge is a flat monthly charge. The “Service” portion of this charge recovers the cost of meter reading, billing, customer accounting and customer service. The “Facility” portion of this charge recovers the fixed costs associated with Xcel Energy’s investment in customer-related facilities such as meters and service laterals. With the service in the customer’s name, service is ready and available. If the customer does not want to pay the Service and Facility Charge, he can take the service out of his name and service will be shut off.
Xcel shut my power off WHILE my husband was at home and REFUSED to come turn it back on even though there are three children under the age of 10 living there full time. They didn't knock or anything. Just put the notice in the screen door, turned it off, and walked away. When he called to see what was going on, they stated we owed almost $600 plus a reconnect fee because we had moved. Thing is, we didn't move. We have been in the same house for almost three years. We are in an automatic payment system and the bill was paid June 25th 2018. We had to stay in hotel because this wasn't deemed an "emergency". My food all went bad, I couldn't take my dogs to the hotel so they had to stay in a hot house with windows open and massive amounts of water to stay cool in 100 degree temperature, and I had to buy dinner because I couldn't cook!!! I'm furious!
On May 20 Xcel Energy received an online start request from another customer for an address similar to yours. The request was incorrectly processed in our system for your address, which generated a final bill statement on your account May 30. A disconnection notice was mailed to your address (for the other customer) June 29 and service was locked for non-payment for the other customer’s account July 30.
On July 30, Xcel Energy was made aware of this error with your call and service for your address returned to your name and a reconnection order was issued. Electric service was restored July 31. Your account remains in good standing. Coaching has been provided to the agent who incorrectly processed the other customer’s online start request.
Claims Investigators review and make the final determination regarding claims filed against Xcel Energy. The path below provides information to customers about the claims process. ***
Thank you for bringing your concern to our attention. I hope you find this information helpful and I apologize for any inconvenience this has caused.
Complaint: ***
I am rejecting this response because: I am still in the process of gathering all the information to get my claim filed with except directly. What your company did was inexcusable .Especially since I was hung up on twice to get it back on.
Regards,
***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Thank you for the follow up. Our customer service team is aware of your concerns.
Once your claim is submitted, the claims investigator will review your application and contact you.
Thank you
I moved out of my apartment in December and I notified them about that.
I just got a bill in the mail stating I need to pay for the current tenants electricity and I refuse to do so. I told them the situation, and they're refusing to do what they need to do to transfer the bill to the new tenants.
They said a supervisor was going to call me back in a couple hours, and they did not. I refuse to pay for someone elses electricity.
After complete review of our records, we have determined there is reason to give benefit of doubt and finalize service effective December 31, 2017 as requested. I have spoken with the customer and advised of the adjustments. There is nothing further pending at this time
Since I have no way of getting help from your customer service staff or management I will post on every page possible until this is noticed. Revdex.com is next. I set up services with your company and have had awful customer service since then!!! I set up services a longgggg time ago and was set to start ... everything was good. Today I called to make sure that I had no deposit in to make sure that my pay information was in the system for it to come out every month... I was helped by a "customer service agent" who did not know what was going on with my account she said that my account was canceled because somebody else turned on services in their name when I'm the only one with the lease here and that she didn't know how that happened but that she could go ahead and set me up for services today. I told her that wouldn't work because I will get fined for not having services when I first moved in so that she needed to figure out how to get my account set up correctly. She was so snappy and not understanding that I asked to speak to a supervisor to get further answered. Crystal the "supervisor" answered and immediately started speaking over me.. telling me that yes someone cancelled my account and that there was nothing she could do. I had her explain the same thing to me 4 times and she spoke so quickly and not clear and went around the question I wasn't receiving my answer. I asked her to transfer me to someone else because of her awful awful attitude and she started laughing saying u will get exactly that. I asked her to transfer me and she said she wouldn't that if I didn't hang up she would and immediately started laughing and hug up. These are the type of people you have working to help your customers?!?! I need my services restored for July 12 and crystal needs to be fired.
Company records show on June 29, 2018 we received an online start request from Ms. effective July 12, 2018. However, on July 6, 2018 we received a request to start service at this address from another party. The request was completed and the start service order for Ms. was cancelled with a note to follow up with the apartment manager to verify tenant. That same day the other party cancelled her start order which caused the account to revert to the owner on file.
On July 14, 2018, Ms. called to inquire about her cancelled start order due to the other start request. To correct the error the service was started in the customer’s name effective July 12, 2018.
We apologize for any inconvenience this matter may have caused.
Xcel Energy is committed to providing quality customer service, and we work diligently towards customer resolution and satisfaction. I would like to thank the customer for bringing her experience with our customer service to our attention. Her concerns will be forwarded to the appropriate management for review.
Thank you
I recently moved my place of residence from Littleton, CO to Aurora, CO. In doing so, I switched over electric companies. 1Sep2017 was my last day at my residence in Littleton, CO. I thought I had called and canceled services. I go into my email that Ive been locked out of for a bit and see an outstanding bill of over 300$. I call them and state I thought I had turned my services off, and they state I didnt. Easy fix? No. Cause I called today and put in my official "end of services" I will get charged for all charges at that residence from 1Sep2017 until now. I called their customer service and basically told me that's how it is.
Company records show that the customer resided at *** from September 15, 2014 to December 28, 2017. Our records don’t show the customer called to end service. The account was ended when we received a request to start service from a new tenant. When the account was finaled the customer had an unpaid balance of $168.01.
On September 1, 2017, we received an email request to start service at his new address. His request did not include the form to stop service at his old address. On March 13, 2018, the customer called to inform us that he had moved out in September 2017. He was transferred to our Credit department who informed him he was responsible for the charges. . Billing for service through December 28, 2017 remains the customer’s responsibility in accordance with Company approved tariffs on file with the Colorado Public Utilities Commission, which states in part,
"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…"
The last payment of $56.45 was made on November 3, 2017. No further payments were received. The outstanding final balance is $416.70, it should be noted that only a portion of this balance is for consumption after the date the customer states he vacated the property. I’ve attached an account summary for your review.
On March 13, 2018, the customer requested a stop service at his current address effective that same day.
On March 15, 2018, I spoke with the customer and advised him he is responsible for the charges since he did not request to stop service. He was also informed he had a balance when he moved out in September 1, 2017. He wanted to know how much he was charged after he moved out to work with the apartment complex to get reimbursed. He was advised this issue would be between the landlord and tenant. A hold was placed on the account until March 29, 2018 to allow time to resolve the matter. However, the customer has ended service.
There is nothing further pending at this time.
Terrible. Lousy customer service. Lousy bill paying service.
Too bad you don't get a choice other than to use these criminals.
Monopoly power always burns the consumer.