Reviews
This profile includes reviews for Colorado Springs Utilities's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 9 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromRebecca W
Date: 03/11/2025
1 starRebecca W
Date: 03/11/2025
Colorado Springs Utilities has consistently overcharged my usage in the last 4 months for utility usage. I have not had the heat on half of the time and nearly froze as it was a brutal winter. I have called various times and went down there and never addressed in person what the charges were, they just said they were miscellaneous charges on the bill and never explained what they meant. I would leave 0 stars because that is what they deserve!
Colorado Springs Utilities
Date: 03/14/2025
Upon reviewing the account, we have confirmed that the meters are tracking accurately. We have been in communication with our customer and are collaborating with her to reach an amicable resolution.Review fromMichael Y
Date: 12/04/2024
1 starMichael Y
Date: 12/04/2024
The reason I am filing this complaint is because of the substandard way that CSU Colorado, Springs Utilities has handled things. On 12-2-24 my power was turned off and after inquiring it came out that the bills that CSU mailed to me were mailed to the wrong address. Also they claim that they called the phone number that's on file twice before shutting the power off. Now they are saying I have to pay a $70.00 service charge to have the power turned back on and the PR person I talked with at length said "the company will not drop the service charge because CSU was not at fault". The CSU is at fault. I have and still will pay for my power usage. I never intended not to. Currently my power is off and temperatures are below freezing.Consider; They had the mailing address wrong, so that raises the questions what else do they have wrong on there end. Also I did not receive any calls or messages from CSU on the 7th or the 15th. Could their automated system have made a mistake and not called me like they are claiming it did, and why did CSU not address the issue that the bills they were mailing to me were not being received by me and in all probability "returned to sender"? They are making the customer pay for their mistakes on top of causing severe inconvenience.Colorado Springs Utilities
Date: 12/09/2024
We are working with our customer towards an amicable resolution.Colorado Springs Utilities
Date: 12/10/2024
We had the opportunity to work with our customer and handle his concerns.Review fromLourdes Q
Date: 06/17/2024
1 starLourdes Q
Date: 06/17/2024
They dont work with u after explaining situations and still dont care. What am I supposed to do got with out electricity with my familyColorado Springs Utilities
Date: 06/18/2024
We are reaching out to our customer to see what options we have to assist.Review fromElizabeth M
Date: 02/23/2024
1 starElizabeth M
Date: 02/23/2024
My husband is primary on account hes extremely hard of hearing. We called together to have me put as primary and he said to rep to change that. Were told it would be changed. Our account had been locked. My email phone number has been on account since moving here in 2006. I could open account but every time I logged in had to enter a code. His name still as primary. Called today went through same past ridiculous reason they dont change primary names or add names. So if hes passed on I would not be able to close account or change anything. I said this is the dumbest thing *** heard rep suddenly says I cant hear you are you there? Protocol for annoying customers. Had a tech come out few months ago only asked for my husbands name. What is going on with CSU? I will never contact CSU again.Colorado Springs Utilities
Date: 02/26/2024
We have reached out to our customer and left a message so we can take care of her. We also are reviewing all calls and account to ensure we can avoid this type of situation going forward. Dear Customer, I am so sorry for your experience with us. I look forward to speaking with you.Colorado Springs Utilities
Date: 03/05/2024
We tried reaching out to our customer via phone a couple of times, and email. With no response we were unable to speak with the customer to work with her to take care of the concerns listed.Review fromBrody P
Date: 12/01/2023
1 starBrody P
Date: 12/01/2023
******** you lied and told me multiple times you would call me and never did once. Im keeping true to my promise now and here is my review on the company along with some words I have now to share on you personally. Although ******** started out seeming like she was ready to help and do something. I am NOT surprised to see that she is just as hard working as everyone else there.. Just tells you what you need to hear to get you off the phone and so she can start talking to someone else about their problems that she also wont do anything about. Seems as if some of the Colorado Electrical Techs that come to houses think because they make slightly above minimum wage that they own the world and more so your property. NAME the gentleman that showed up to my property didn't even speak to me but helped himself to the side of my house where my meter was to begin work. After noticing on cameras I went down to confront and question where I was then greeted with that similar to a 8 year old girl's attitude and way of conducting ones self. "Why are you here at my house without speaking to me" - I'm just working.. "So that means you come to the side of my house to start?" -I dont know what to tell you, m working. "I want you to notify me before showing up to my house and getting on my property to work" -Laughs and shrugs throwing more attitude and small comments as to what he is doing and still not understanding what I am saying to you. This whole thing transpired when Colorado Utilities Techs give you 0 heads up but arrive and not even knock but just start walking on your property and starting to do work. I was taunted with the fact I wouldnt be able to get the Techs name that walked on my property and calling over and over and OVER. 8 times to be exact over the course of 2 weeks and not once did they ever call me back as they said they would at the end of each call. Beyond scary and unprofessional when they cant even track down Names of people they send out to your house.Colorado Springs Utilities
Date: 12/04/2023
Thank you ************************ for reaching out to us. I truly apologize that we didn't follow up with you as promised. We have reached out to ************************ and are investigating the situation. We will follow up with him as soon as we have more details.Review fromPatricia J
Date: 10/03/2023
2 starsPatricia J
Date: 10/03/2023
After paying Colorado Springs utility bills for over 37 years I was told today that no one could talk to me or the business owner until we gave them a social security number. We offered to give the last 4 numbers but that wasnt good enough. We asked that they send us a form to our business location to verify identity and they said they had no form to send. The account owner (business owner) is required to go to their office to prove their identity. After 37 years paying our bill, what can we expect from Colorado Springs utilities?I talked to ****** and a supervisor ******* today 10/3/23.Colorado Springs Utilities
Date: 10/04/2023
We spoke with our customer and explained our process. We provided acceptable options. This concern has been resolved.Review fromJames P
Date: 09/07/2023
1 starJames P
Date: 09/07/2023
I received a bill that included a date that had my gas usage higher than the last 5 years combined. The person on the phone tried to blame it on cooking more than normal or as a gas leak inside my home.Nothing about the bill looks correct. The date in question was 2 days before they "upgraded" my meter.All they want to do is attempt to educate me on how my electric water heater must be using gas, or how my thermostat magically switched to heat without the house ever getting hot. **************** rep also tried to explain to me that my furnace (which isnt even on in July) is responsible for heating my water.I am willing to accept the 25% increase in electric usage because I use central air but when I used 30 cubic feet of gas in the month of december and 451 on a random sunday in july there is no way that I should be responsible for this. I had someone come and look for leaks and none were found.Colorado Springs Utilities
Date: 09/08/2023
Thank you so much for reaching out to us. Thank you for working with us while we corrected your account.Review fromJordy B
Date: 05/19/2023
5 starsJordy B
Date: 05/19/2023
The people on the phone are very friendly and pretty easy to reach.Colorado Springs Utilities
Date: 05/22/2023
Thank you so much for your review. We are so happy we were able to take care of you.Review fromTroy W
Date: 04/13/2023
1 starThey dont really have competition so can do whatever they want, website to pay bills is confusing and not user friendly, customer service is non responsive to emails, when you talk to customer service on the phone theyll lie to you about deadlines and fees that dont happen, theyll charge you $30 for attempting to use a cashiers check at their kiosk because itll bounce without any warning that the kiosk only accepts regular checks (the new kiosk has a wanting about how it doesnt accept cashiers checks but the old one didnt and the company doesnt care or will admit fault saying its entirely your fault the cashiers check bounced despite there being no warning), and their main building has been closed since COVID despite things getting back to normal overall (lobby recently opened so my September 2022 issue wouldnt have happened if it was open).
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.