Xcel Energy

Shirley W 

on BBB

4 months ago

My bill was due on the 9th. I could t get through their ridiculous call system to ask to extend to the 12th, when we got paid. I paid half the bill by the 9th, the other half by the 12th, the bill was paid in full only 3 days late. They then cancelled my payment plan and sent me a disconnection notice, over 3 days. 3 days that they admitted that they would have granted if I had been able to get a hold of them before the due date. They can only be contacted by phone in this case. No text support, no email. And they don't answ... read more

Mara J 

on BBB

a year ago

Ever since covid started its been rough on everyone. People losing family members or having to put all there funds into taking care of someone that is ill. As of 2023 my health has declined and someone who is close to me had got into a vehicle accident and nearly died they should of never made it out alive. So after all the bad luck I had talked to a program to see if they could help with my disconnection. On one occasion that I had called xcel this lady was so terribly rude and unkind and very mouthy to me, I asked to speak... read more

Romeo D 

on BBB

a year ago

The access to my account on the Xcel's website is a nightmare. I am still trying to log in. I have to take an emergency international trip and I need to set automated payments because I do not know for how long I will be gone. Apparently, the "white screen" problem is so prevalent that the company has it listed under a "dial" number on their call menu, where they also list a few things to do before calling them. Among the things they suggest are: using a different browser or using their phone app instead of a browser on a co... read more

Jhala N 

on BBB

a year ago

Ive been proactively trying to pay my electric bill, residential area of ***********, **. Last payment I made was on 09-06-2023. I havent received a bill in my mailbox ever since. I received one with incorrect individuals name with my exact address. Due to federal and state laws in place, I am unable to open the mail because the person its titled to is not me, even though its sent to my address. The person titled doesnt live with me at all, has never lived with me and I believe wasnt a previous occupant either. Paper billing... read more

JU B 

on BBB

a year ago

I discontinued service on September 13, 2023 on our home we sold. Since then we have been waiting to receive our credit amount. Each time I call the representatives give me a different response. Some say check is in the mail, others say it's 30 day wait or after the 30 day wait add another 10 days. It has been over 30 days and now into the another 10 days. Today the representative could only say it's coming sometime. How is it that they can hold a credit on your account for so long? It seems like a violation of contract for ... read more

David P 

on BBB

2 years ago

Home Smart couldn’t fix the refrigerator after many tries, so they offered to give money towards a new one. I sent in the info May 9. They seem to think I am still waiting for parts to an old one. I am having to keep sending receipts for my new one, somehow they can’t find information on sending me a check towards the new refrigerator. I am not sure if there is any point in having them. David 

Carol T 

on BBB

2 years ago

After more than 40 years of paying premiums, this program has deteriorated to the point that in terms of cost and service, it is a scam. We called on a Saturday during a very hot stretch to ask for AC repair. 3 days later, a company called to say they could come out in a little over 2 weeks. So, 3 weeks without AC. And of course, no service on weekends! As a test, I contacted a few companies, all of which could come out in a few days, leaving me to believe that if a customer is aligned with ********************, they go to t... read more

Kaylei C 

on BBB

2 years ago

When we initially moved in to set up our xcel, the representative on the phone spoke of a home service products as if I would be saving $20 a month not additionally adding this service. She spoke in terms that I did not understand and truly did not know what she was referring to other than the fact I would be saving money for this enrollment not paying more! Apparently there is a 30 day window to cancel which did not make sense to me as I received my first bill AFTER the 30 days and thought the $20 tackled on was the initial... read more

DOMINIC S 

on BBB

2 years ago

I'll make it easy for anyone thinking about getting HOMESMART: just don't. If I could give less than 1 star, I would. It's simply a money grab. They charge $60/month for someone to come out and basically just look at the issue for them to ONLY THEN TELL YOU to call someone else. We needed our dishwasher, washing machine, fireplace, and furnace to be checked and repaired throughout the year. EACH TIME someone came out their team member just said to call a plumber, an electrician, or someone who does actual repair/replacement.... read more