Xcel Energy - Fort Collins, Colorado

Jiejun

On November 1, 2024, I called Xcel to request vegetation management for debris on my property that had been left after a vendor hired by Xcel cut vegetation the night before. The representative informed me that a request would be submitted to vegetation management for assessment, but they did not provide any timeline for follow-up. I was advised to call back in a week if I hadn’t heard back or if no one had arrived to clean up the debris.

On November 6, I called Xcel again to follow up on the status of this request. I spoke with a representative named Amy, who was uncooperative and, in my opinion, quite rude. She informed me that Xcel would not be cleaning up the debris. I explained that I had already called the previous week and escalated the issue, and that a vegetation management request had been initiated. Amy confirmed that the request was still open, but insisted that Xcel would not be responsible for the cleanup.

I asked her to transfer me to a supervisor, but she told me that no supervisor was available. When I insisted on speaking to a supervisor, Amy then claimed it was not part of her training to escalate issues to a supervisor. I pointed out that during my previous call, a representative had successfully transferred me to a supervisor. However, Amy was unresponsive to my explanation and did not address my concerns.

As of now, multiple truckloads of debris are still on my property, posing a serious safety hazard, especially with the current weather conditions, including wind and snow. I have now spent over 8 hours on the phone attempting to resolve this issue, yet no progress has been made.

I am extremely frustrated by the lack of resolution and am requesting immediate attention to address this safety concern.

Amber B.

Always over charging and power goes out because of wind!! There is this thing called liberty insurance!! Company needs to learn how to use it!! 3 hours with no power in the number one country to live in and we turn power off for wind!! I don't live out in the middle of no where!! Or the mountains!! No I'm in a big city!!

Anna T.

My complaint is with their website. They shut off their site at 4pm. I know the company might want to save money on servers... But if you are trying to pay your gas bill and you can't because the site is down because it's after 4... That's lovely. Tell me I'm wrong. Tell me it's an error on my part. Because I have tested this for the last 2 years and it never fails. After 4 pm you cannot access their website.

Levi B.

Unbelievable. This is at least the third outage in just the last month. In the middle of hot summer days...

No one ever tells us what happens or how long it will REALLY be until being restored... can't even be treated with any amount of decency as paying customers.

The fact they have a monopoly on power up here is complete BS. This grape is somehow legal.

Ryan

Called asking to cancel my service two times, they said they would get it done. I still have yet to have my service cancelled and I am continuing to be sent bills for no reason.

Miss S. M.

Well I can see why they have a very low rating! My neighbors have stopped by to say gas is spraying out of my meter. I csll Xcel to report this. I was on hold for 5 minutes when I called back. It took three calls to get through to them and the woman who took the call was so rude! At the end she said they would have someone here in 30 minutes!!! Do not turn anything off or on, no smoking and do not open the garage door. So I'll just sit in this ticking bomb until they decide to show up. So unprofessional.

Trent C.

Avoid Xcel at all costs. The way they treat their customers should be criminal, not sure how they are able to operate as they do. Please reach out to your local and state representatives to hold this monopoly accountable for their crimes against our community.

Heather S. G.

I have voiced my concerns multiple times about the website and the app. However, it continues to have issues. The app performs a continuous cycle of refreshing so you cannot access your bill or make payments. It cycles through a blank page and then after 5 cycles you see a Feedback button flash up and then it's back to cycling another 5 times for a blank page. You can see it flash each cycle.

The website is doing the same thing. It is cycling while loading. You can see the load bar at the top get about a quarter of the way across the page and then it flashes and starts the same cycle again without loading the page. This is after you select the login button.

Please fix the sites!! It's not convenient for me to call and I'm trying to stay away from paper bills.