Complaints

This profile includes complaints for Black Hills Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Black Hills Energy has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Black Hills Energy

  7001 Mount Rushmore Rd Rapid City, SD 57702-8752

• 

  Black Hills Energy

  105 S Victoria Ave Pueblo, CO 81003

• 

  Black Hills Energy

  1301 W 24th St Cheyenne, WY 82001-2601

• 

  Black Hills Energy

  409 Deadwood Ave Rapid City, SD 57702

• 

  Black Hills Energy

  601 N Iowa St Lawrence, KS 66044-9643

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter in the mail saying I had to make an appointment to exchange out my gas meter by a certain deadline of the end of June 2025 or my gas would be shut off. Again, a requirement they wanted of me to do. I didn’t ask for it. My partner & I both only have weekends off so I took a day off in the middle of the week for it because someone over 18 had to be home. I scheduled the appointment for June 24th time frame window of 8am-12pm & I waited at home all day. Door open. Phone on high. At 12:30 I called the 888 number & a lady answered & told me a tech was on the way. At 2 I called again & ****** told me it was cancelled due to some rain in the morning (it was sprinkling) but that they couldn’t do it in the rain. So I asked if he could come back now since it’s not raining & it’s only 2 & They said no he’s all booked up. First of all, no one called me to let me know?! I got no phone call, no email, no text. Even on the black hills account website it says my appointment was still active. Then they told me I needed to reschedule but I can’t take another day off in the middle of the week unless they want me to not pay my bill since I don’t get paid for it. Then proceeded to tell me the next available day was a week out in July which is past the deadline & my gas will still be shut off. That’s entirely not fair. I’m being punished when this company failed to communicate & I was here doing what they asked. They said they could change the meter while we’re away, shut gas off but I’d have to make another appointment to get my gas turned back on which could be days apart. That is absurd!!! This company is taking advantage of the fact that they are the only natural gas company supplied in my city. Shame on this company & this technician! I will tell everyone this experience.

  Business Response

  Date: 07/09/2025

  *** ****** ********
  spouse, *** ********* ******, is concerned that the scheduled meter exchange
  was canceled without notice to her.

  On April 18, 2025, and
  April 25, 2025, Black Hills Energy sent *** ****** a letter requesting he
  schedule an appointment for a routine meter exchange. The letter requested a
  response by June 5, 2025. It also explained that if no appointments were made,
  the meter exchange would be completed, and the gas would be left off until a
  Black Hills Energy technician could gain access inside the home to perform
  safety checks and relight pilot lights. An appointment was scheduled via the
  Black Hills Energy website for June 24, 2025, between 08:00 and 12:00.

  On June 24, 2025, at
  11:36, *** ****** called Black Hills Energy to request an arrival time for the
  technician. The Black Hills Energy agent explained that the technician was
  enroute.
  At 12:56, *** ******
  called again, explaining it was past her appointment time, and she had been
  told that the technician was on his way. The Black Hills Energy agent explained
  that due to rain, the order had been canceled and would need to be rescheduled.
  *** ****** explained she had taken the day off work as Black Hills Energy would
  shut off her gas if she did not schedule the meter exchange. The agent
  apologized that *** ****** was not notified the appointment had been canceled
  and shutting off the gas is a temporary safety measure when an appointment
  cannot be scheduled for a meter exchange. The agent explained if a meter
  exchange occurs when a customer is unavailable, the meter is left off until the
  technician can access the property to perform the safety check and relight
  pilot lights. The agent explained a technician can be sent out the same day at
  no cost to the customer. *** ****** asked if the technician could come back out
  as it had stopped raining. The agent agreed to send a request to have the
  technician go back out but warned *** ****** that a response could take more
  than two hours due to the technician’s schedule. *** ****** agreed to wait.
  At 2:01 pm, *** ******
  called Black Hills Energy, saying she had not received a call back to tell her
  if the technician would be coming back out. The agent offered to get an update
  on the request to send the technician back out but *** ****** requested to
  speak to a supervisor. While on hold, the call ended.
  At 2:31 pm, *** ******
  called Black Hills Energy to reschedule the meter exchange to avoid having her
  meter shut off. The agent apologized for the canceled appointment and explained
  that meter exchange appointments fill up quickly. After searching, the agent
  explained that no appointments were available for the next several months. Due
  to this, Black Hills Energy will not turn off the natural gas. When
  appointments become available, we will reach out to *** ****** to reschedule.
  *** ****** thanked the agent and ended the call.
  

  Between July 1, 2025,
  and July 3, 2025, Black Hills Energy unsuccessfully attempted to reach *** ****** at ************ three times. Each time, the call was not answered, and a
  voicemail was left requesting contact. On July 7, 2025, Black Hills Energy
  emailed both *** ****** ****** and *** ********* ****** an apology and
  reassurance that the natural gas will not be turned off.

  Customer Answer

  Date: 07/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant of **** ******** ***** Lincoln NE from May 2020 to June 2021. I had a Black Hills Energy account ************** which opened 5/12/20 which I closed in good standing in 6/23/21. The following tenants opened ************** with my name still attached but phone number and email not matching my phone and email along with other account details. I have since been getting calls from ****** Collections agency saying I owe $432.27 of a service debt incurred during a time period that I was not a resident at **** ******** *****. I even provided lease agreements to prove I was not a tenant and insisted that my name being attached to that account is an administrative error on their part. They refused that and stated that I am on the hook for that money, even though I closed my account in good standing with them and the new account was erroneously opened in my name. I believe they even had my social security number tied to the following account which further proves it was an administrative error as the tenant following me would have no way of knowing my social security number.

  Business Response

  Date: 06/27/2025

  *** *** *********** was concerned with a collection notice he received for services
  after he had vacated the premises at **** ******** ***** Lincoln, Ne.
  
  On May 12,
  2020, *** *********** called to start services. The services began billing in
  his name on May 12, 2020.  On June
  23, 2021, *** ********** requested to stop service. The final meter reading
  took place on June 24, 2020, and a final bill was sent for $11.87 the following
  day, June 25.

  On
  September 2, 2021, an account was created at ************************ and a request to start services
  was entered through the website for Sept 7, 2021 using a different email
  address and phone number from the original customer. The service was set up
  under a separate account number.
  

  On May 23,
  2022, the service was disconnected for non-payment at the address. No one
  contacted Black Hills Energy regarding the billing or reconnection during the
  entire tenure from Sept 2021 through May 2022.
  

  On April
  16, 2024, *** *********** contacted Black Hills Energy regarding a collection
  notice for $432.27. He stated the account number was not an account number he
  was familiar with and had not had service with Black Hills Energy since June
  2021. He stated he believed the tenant who moved in after he vacated the premises
  may have used his name to start service. The agent asked *** *********** if he
  knew the person who moved into the address after he moved. He stated he do know
  them personally, but they are not close friends. The agent stated a police
  report would be necessary for the billing to be removed. *** *********** did
  not think a police report would be necessary because he believed the issue was
  caused by Black Hills Energy, and the balance had already impacted their
  credit. The agent stated a dispute with their credit bureau would reduce the
  credit impact. The customer asked for the billing history from Sept 2021
  through May 2022 so it could be used as evidence for a dispute.
  

  When Black
  Hills Energy received the BBB complaint, this matter was researched extensively
  to find the root cause of how this would have happened. It was found an
  internal error through the website allowed someone with the customer’s basic
  account information was able to create a new account under the original
  customer’s name. Black Hills Energy is in the process of updating security
  measures for new customers going forward.
  

  On June
  25, 2025, a Black Hills Energy agent contacted *** *********** to report their
  findings and why Black Hills Energy does not believe this was a fraudulent
  start of service. The agent advised *** *********** that the full balance of
  $432.27 would be waived, and the collections agency would be notified. It was recommended
  that *** *********** reach out to credit bureaus to dispute the charges so
  there was no longer a negative impact on his credit. He was satisfied with this
  resolution and thanked the agent.

• Initial Complaint

  Date:04/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing to dispute charges on Invoice ********** for Account **** **** ** in the amount of $639.75.
  
  I've tried contacting Black Hills, once by phone on 4/3 and once by web form this week, and have received no response.
  
  
  
  The charges on this bill are almost entirely the fault of Black Hills Energy. The scheduling person was new and struggled to assist.
  
  For the first visit:
  Scenario: Black Hills did not communicate what Black Hills needed.
  Result: Black Hills' lack of preparation and communication caused the builder to not be able to coordinate the relevant parties.
  
  For the second visit:
  Scenario: The builder called to ask for a new date and the Black Hills scheduling person forgot to move the appointment to the new date.
  Result: No one at the job site to assist
  
  It was only after I intervened when the 3rd visit was scheduled by Black Hills without mutual agreement from the builder that I interveneed by texting the Black Hills technician that previously came to my home. At that point the scheduling issues were resolved.
  I should be charging Black Hills for my services for proper scheduling, not Black Hills charging me!
  
  Can you please have someone in Billing fix these erroneous charges?
  
  Thanks, ***** ********* **** ******* **
  Castle Rock, CO 80109

  Business Response

  Date: 04/29/2025

  *** ********* is concerned about charges on his account in the amount of $639.75
  for his property at **** ******* ** in Castle Rock, CO.
  
  On
  May 3, 2024, Black Hills Energy conducted a site visit to *** ***********
  property as he was requesting to move a meter due to an expansion project on
  his home.
  
  On
  September 19, 2024, Black Hills Energy moved *** *********** half inch service
  line and installed a temporary meter for construction purposes. When the
  addition was completed, Black Hills Energy would need to return to the site to
  move the meter to a permanent location and install a new meter.
  
  In
  March 2025, *** *********** general contractor contacted Black Hills Energy to begin
  the work on *** *********** property. On March 4, 2025, a Black Hills Energy
  technician arrived at the location to find the project incomplete and not ready
  for Black Hills Energy to complete their work. The technician spoke directly
  with the plumber on site and gave him his cell phone number to contact him
  directly when the site was ready.
  
  On
  March 17, 2025, a Black Hills Energy technician visited the location a second
  time to begin the Black Hills Energy portion of the work.  The agent noted on his order there was no
  piping in the house when he arrived, and the location was not ready for him to
  begin the Black Hills Energy portion of the work.
  
  In
  his complaint, Mr. Klepinger mentions that
  the builder called and asked for a new date and the scheduling person did not
  move the appointment to the new date, resulting in a second visit to an
  incomplete job site. At the time, Black Hills Energy had a temporary agent in
  that position and several situations were left incomplete or incorrect. That
  has since been addressed and rectified and that employee is no longer with the
  company.
  
  On
  March 21, 2025, a Black Hills Energy technician arrived on site and completed
  the meter work necessary at *** *********** property.
  
  On
  April 17, 2025, a Black Hills Energy construction agent reached out to Mr.
  Klepinger to acknowledge the miscommunication between the previous Black Hills
  Energy agent and the general contractor conducting the work at his property.
  The agent apologized for the frustrating situation and inconvenience. To
  rectify the situation, the agent removed the trip charges on the invoice in
  question and committed to ensuring that these issues do not happen again.
  
  We
  appreciate the time Mr. Klepinger spent on the situation and his patience
  throughout the process. We encourage him to contact us with any questions or
  concerns in the future and look forward to continuing to serve him.
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned home from a long weekend on Sunday October 27th. I had zero heat and my home was 60 degrees. I am fairly savvy with my boiler and tried to restart it numerous times, unsuccessfully. I had to start two electrical portable heaters to make my home livable for the night. On Monday the 28th I contacted my plumber and described the problem. He came out Tuesday and said that my gas line had been shut off at my meter. I later found out that Black Hills Energy had shut off numerous neighbors' gas as well- having to do with a nearby construction project. I was never notified of any of this. Other neighbors who were home said Black Hills Energy contacted them at their from doors and restarted their gas driven appliances. If Black Hills had simply turned my gas line back on my heater would have restarted automatically- as I have no pilot lights on my appliances. My plumber broke out the expense they charged to turn my gas back on: $110. I stopped by Black Hills Energy's Glenwood Springs office on 10/31/24 at 10:30. Told me to call their 888 number- wich I did. Their agent *** said I would hear from the Glenwood Springs office by the next Wednesday. I never heard back. I called the 888 number again on 11/21/24 and spoke with ******* She said she would elevate my need for the Glenwood Springs office to call me back, as she could do nothing about issuing a credit. Once again, I have heard nothing.

  Business Response

  Date: 12/09/2024

  On October 25, 2024, due to a construction project near *** ********* home, Black Hills Energy stopped service to customers until the
  project was complete.   Service was restored
  to customers who were home at the time the project was completed.  If customers were not home, a door tag was
  left for them to contact Black Hills Energy to restore service.

  *** ******* contacted Black Hills Energy’s contact center On
  October 31, November 4, and November 21 to discuss reimbursement.  The account was sent to be reviewed each time
  but was mistakenly believed to have been addressed previously.

  On December 9, 2024, after receiving a Better Business
  Bureau inquiry, Black Hills Energy reviewed *** ********* request for
  reimbursement of a portion of his plumber fees. 
  Black Hills Energy credited $110.00 to *** ********* account at his
  request and apologized for the inconvenience of having to contact Black Hills Energy
  multiple times to resolve the issue.  

  Customer Answer

  Date: 12/12/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  **** *******

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am on the budget plan with this gas company. I over paid so I have a credit balance with them. So a few months ago because I had a credit balance of about $200 they had me stop making payments and they started taking the monthly payment amount out of my credit balance. Now to me having a credit balance means they have gotten all of their money and that credit balance was my money that I over paid. So my bill for August was $27.12 for the month. They took that $46 out of my credit balance which is what I was paying monthly for my even payment amount. Now if I owed them money wouldn't that balance be a negative amount? Not a positive amount? The positive amount is my money that I paid in over what my actual bill was. They are trying to say its money that I owe them because I paid less than my actual bill over the winter. But if I owed them money wouldn't it be a negative amount? The amount that they owe me is more than the $46 we would have to go back to when they had me stop making my budget amount payment and they started taking it out of my credit balance which I believe goes back to June 2024.

  Business Response

  Date: 10/02/2024

  *** *********** was concerned about her monthly budget billing amount at **** ******** ******, Dubuque, Iowa.  

  On September 6, 2024, *** *********** contacted Black Hills Energy. *** *********** advised the agent she was concerned about how Budget Billing works. The agent advised *** *********** Budget Billing is a free, stable payment plan that provides more predictable bills by averaging the amount paid each month. This allows customers to avoid spikes in the bill caused by seasonal changes in how much energy is used. The monthly bill is based on the average usage over the past year. The monthly amount owed will only change if the actual usage changes by 10 percent or more.  
  
  Additionally, the agent advised *** *********** her Budget Billing monthly payment as of July 1st generated a credit of $215.33 and no payment was due until the credit is depleted.  
  
  On September 9, 2024, *** *********** contacted Black Hills Energy via email. *** *********** stated there was a credit on her account due to overpaying in the winter months and is still being billed the monthly Budget Billing amount of $46 instead of the actual charge.  She stated she should not be billed for more than what she is consuming. The agent responded to the email explaining to *** *********** how the Budget Billing plan works.  The agent advised the account will still be billed the Budget Billing monthly amount.  However, it will be paid for with the credit on file, and no additional payment is due until the credit is depleted. Additionally, the agent advised *** *********** if she wished to pay the actual consumption charges opposed to the Budget Billing monthly amount it would require unenrolling from Budget Billing. 
  

  On September 13, 2024, *** *********** replied to a customer service feedback survey regarding her recent interactions with Black Hills Energy. In the survey, *** *********** advised she was unhappy with the Budget Billing plan because she is billed more than what she uses during the summer months. The agent responded via email and explained how the Budget Billing plan works and advised *** *********** if she would like to be billed the actual usage it will require cancellation of Budget Billing. The agent requested *** *********** to follow up if she would like to cancel the Budget Billing program.  Black Hills Energy has not heard back from *** ***********. 
  Budget Billing requires a payment each month.  The monthly amount billed is determined by averaging twelve months of usage from the property.  This means that in the winter months customers are usually using more natural gas than what they are paying.  In the summer months, customers are usually using less natural gas than what they are paying.   
  

  Black Hills Energy is happy to remove *** *********** from the Budget Billing plan if she would prefer to pay for her exact consumption instead of the average usage amount.  

• Initial Complaint

  Date:08/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested to have the service plan for AC and heating cancelled due to your technicians not wanting to refill my “old unit”. They advised me item was not fixable and left. I advised technicians to cancel service plan as i obviously didn’t have any use for the plan. Spoke to several people over the phone and a few managers promised to call back an no one did. Please refund me for the months of unused service!

  Business Response

  Date: 08/29/2024

  *** **** ****** is concerned that he was billed for Service Guard coverage, at *** **** **** ******, Cozad, Nebraska, after requesting the coverage be stopped in June of 2023. 

  On May 1, 2023, *** ****** called Black Hills Energy and scheduled an inspection for his air conditioner, (A/C). On May 4, 2024, a Black Hills Energy technician inspected the A/C unit and determined due to the condition and age of the unit, it could not be fixed and would need to be condemned.  The technician explained the unit needed to be replaced and that when *** ****** replaced the unit, he could request a coupon for partial reimbursement of the replacement.

  On June 8, 2023, *** ****** contacted Black Hills Energy and requested to stop his Service Guard coverage since it would not cover his A/C. The Black Hills Energy agent explained the Service Guard plan covers more than just the A/C. It includes repairs on his water heater, furnace, oven/range and one annual HVAC inspection. *** ****** stated, “Okay, okay perfect. I’m just gonna keep it then.”

  On July 19, 2024, *** ****** contacted Black Hills Energy concerned that he was still being billed for Service Guard coverage after canceling the service a year ago. The agent explained they saw no record of the Service Guard cancellation request and would have the calls reviewed. If the call recorded him canceling the service, his account would be adjusted. In the meantime, the agent offered to cancel the Service Guard plan immediately. *** ****** agreed to stopping the Service Guard plan. The agent stopped the Service Guard coverage effective July 19, 2024, and explained someone would call him Monday, July. 22, 2024.

  On August 6, 2024, *** ****** called Black Hills Energy explaining he had not received a callback regarding the Service Guard cancellation. The Black Hills Energy agent apologized for the lack of callback. The agent explained a supervisor would call *** ****** on August 7, 2024. 

  On August 7, 2024, Black Hills Energy agent contacted *** ******. The agent explained after reviewing the June 8, 2023, call and confirmed that *** ****** agreed to keep the Service Guard coverage, there would be no billing adjustment. *** ****** said he understood. 

  On August 28, 2024, Black Hills Energy contacted *** ****** after receiving the BBB complaint. During this call, the agent explained that requesting to stop Service Guard with a technician is not valid, as technicians cannot make changes to customer accounts. To make a valid request Black Hills Energy must, for customer security, be able to verify the customer. Service Guard also requires a twelve-month commitment. During the June 8, 2023 call, *** ****** requested to cancel the Service Guard, until the agent explained the full coverage of his Service Guard plan. At that time, *** ****** stated, “Okay, okay perfect. I’m just gonna keep it then.” Due to this there was no company error and therefore no billing adjustment. *** ****** stated he understood and had been told the same thing more than once and he would not pursue a bill adjusted. 

• Initial Complaint

  Date:08/02/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working with a contractor since April 2024 to get a gas meter installed on my property.
  
  Black Hills apologizes each time I (or contractor) call but never send anyone out to the property to install the meter.
  
  It is the LAST step needed before I can move in to my property after a fire 2022.
  
  I do not know how to proceed to get someone—anyone—to put my address on the schedule.
  
  I was told I needed the meter cleared. It has been since April.
  
  I was told I need an acct for address. I have that. Had it since May.
  
  I am homeless until I get this resolved.

  Business Response

  Date: 08/26/2024

  Ms. ****** contacted the Better Business Bureau regarding multiple unsuccessful attempts to install natural gas service at **** ** ****** ******, Fountain, Colorado. 
  On December 28, 2021, a Black Hills Energy technician removed the natural gas meter due to a fire at the premise.  

  On June 3, 2024, Ms. ****** contacted Black Hills Energy. Ms. ****** requested the service be installed at **** ** ****** ******, Fountain, Colorado. The agent advised before the meter could be installed a licensed HVAC/Plumbing contractor would need to pull a permit from the state or county regional building department for a pressure test on the gas line. The agent inquired if that had been completed yet and Ms. ****** was unsure.   Ms. ****** advised the agent she would reach out to her contractor and would follow up with Black Hills Energy. 

  On June 3, 2024, Ms. ****** contacted Black Hills Energy and advised the agent the pressure test has been completed. The agent advised Ms. ****** that the state or county regional building department needs to send Black Hills Energy a meter release confirmation once completed. There was no record of the release for **** ** ****** ******, Fountain, Colorado at that time. The agent suggested Ms. ****** follow up with her contractor.  

  On June 26, 2024, Ms. ******’s son ***** contacted Black Hills Energy. ***** requested an update on the meter installation. The agent advised ***** that Black Hills Energy had not received a meter release confirmation from the state or county regional building department and suggested he reach out to them.

  On July 15, 2024, Ms. ******’s contractor Mr. ********* contacted Black Hills Energy. Mr. ********* requested the service installed at **** ** ****** ******, Fountain, Colorado. The agent advised Mr. ********* that Black Hills Energy had not received the meter release confirmation from the state or county regional building department. Mr. ********* advised the agent that he would follow up with them.  

  On July 17, 2024, Black Hills Energy sent Ms. ****** an email to schedule the meter installation as the meter release was received but no response was received from Ms. ******.  

  On July 25, 2024, Mr. ********* contacted Black Hills Energy. Mr. ********* requested the meter installation appointment scheduled. The agent advised Mr. ********* since the service would be in Ms. ******’s name it would require her to contact Black Hills Energy and requested Ms. ****** call at her earliest convenience. 

  On August 2, 2024, Ms. ****** contacted Black Hills Energy. Ms. ****** requested the service installed and the agent scheduled the appointment for August 5.  On August 5, 2024, a Black Hills Energy technician went to the premise to install the service but was unable to access the backyard due to there being dogs in the backyard. The technician left a door tag requesting the customer call back to reschedule.  On August 5, 2024, Ms. ****** contacted Black Hills Energy and requested the service installation appointment rescheduled. The agent rescheduled the appointment for August 6.

  On August 6, 2024, a Black Hills Energy technician installed the gas meter and turned the natural gas on at **** ** ****** ******, Fountain, Colorado.

  Black Hills Energy understands Ms. ******’s frustration during this process.  We encourage her to contact us at her convenience if she has any further questions or concerns.  

  Customer Answer

  Date: 08/26/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ******** ******

• Initial Complaint

  Date:05/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an all electric home. Black Hills came out one day and started digging to find some kind a pipe leaking. When they came to fill up the hole they filled the whole thing with sand and took the caution tape around it and buried it in the hole. We contacted Black Hills because we have small kids and two service animals they can fall in and get hurt. It's been 3 days and no call back and no hole is filled.

  Business Response

  Date: 05/20/2024

  Black Hills Energy responded to a request, from the **********
  Water Department, to locate the natural gas facilities due to a leaking water
  main they needed to repair.  Black Hills Energy
  used hydro excavation to expose the lines for locating them.  On May 8, 2023, **** ***** called Black Hills
  Energy to inquire when the hole would be filled in.  On May 9, 2024, a Black Hills Energy
  representative call and spoke with ******, **** *****’s husband and explained the
  hole would be back filled on May 10, 2024. 
  After the hole was filled in on May 10, 2024, rain in the area caused
  the ground to settle where the hole had been back filled and reopened the hole.  On May 15, 2024, **** ***** contacted Black
  Hills Energy about the hole opening up. 
  Later that day, the same Black Hills Energy representative reached out
  to **** ***** and heard her concerns about the ground settling and the caution
  tape in the hole.  The representative
  explained someone would be out that day to fill in the hole and remove the caution
  tape.  Later that day, the hole was backfilled,
  and the caution tape removed.  The work
  has been completed.  

• Initial Complaint

  Date:05/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into my apartment January 8, 2024 and had my gas moved to this location. Since then until April 26, 2024 I was being billed for the wrong meter, which they were aware of. I called multiple times and tried to have it changed. During one of the phone calls I made, I was told the charges would be differed and I would not need to pay. Finally on 4-26-24 my meter number was changed and I was billed $287.11. I called on the matter today 5-6-24 and was told by the customer service that it was not their fault someone (a person who works at black hills energy in customer service) told me I did not have to pay.

  Business Response

  Date: 05/29/2024

  *** **** ****** is concerned about paying for service from an incorrect
  address.

  On January 5, 2024, Black Hills Energy received a request to start service
  via the Black Hills Energy website. The request entered was for the
  property located at *** **** **** Street, Alliance, Nebraska, on January 8,
  2024. This request was completed on January 8, 2024.

  On January 8, 2024, Black Hills Energy received a request to stop service
  for the property located at *** **** **** Street,
  Alliance. This request was submitted by the customer via the
  Black Hills Energy website. This request was completed on
  January 9, 2024. 

  On January 20, 2024, Black Hills Energy received another request from the
  customer to stop service at *** **** **** Street,
  Alliance. This request was submitted by the customer via the Black
  Hills Energy website.  This order was completed on January
  22, 2024. 

  On February 12, 2024, *** ****** contacted Black Hills Energy after
  receiving a message his service had been stopped but was still receiving a bill.
  The Black Hills Energy agent apologized for the confusion. The agent
  explained the website requests to start and stop services between January 5,
  2024, to January 20, 2024. *** ****** stated service at *** West
  **** Street, Alliance, Nebraska should be in his name since early
  January 2024. He stated this was also his mailing address
  and accepted the unbilled usage from January 9, 2024, to January 22, 2024.
  The Black Hills Energy agent explained these charges would be
  billed on the next statement. 

  On April 24, 2024, *** ****** contacted Black Hills Energy and explained he
  had been billed for the wrong service address since early January. He
  stated they had been billed for services at *** **** **** Street,
  Alliance, Nebraska, and the correct service address is *** **** **** Street,
  #3, Alliance, Nebraska. The Black Hills Energy agent apologized for the
  situation and explained Black Hills Energy would be happy to remove the charges
  for the incorrect service address and rebill the charges to the correct
  address. The agent explained this process could take several days.

  On April 26, 2024, Black Hills Energy removed all charges for the services
  at *** **** **** Street, Alliance, Nebraska for the service dates of
  January 08, 2024, to the last meter ready date of April 16,
  2024. This totaled $142.14 removed from the account. Black Hills
  Energy placed the services at *** **** **** Street, #3, Alliance,
  Nebraska into the customer’s name effective January 8,
  2024, and billed the account for $429.25. The customer had paid $109.13 to
  Black Hills Energy, this was credited to the account leaving a
  total amount due of $320.12. A new statement was sent to the
  customer. 

  On May 6, 2024, *** ****** enrolled in budget billing, at
  $98.00, via the Black Hills Energy website. On May 6, 2024, *** ****** contacted Black Hills Energy concerned they
  were being billed for both properties. The Black Hills Energy
  agent confirmed all charges for *** **** **** Street,
  Alliance, Nebraska had been removed from the customer’s account,
  and the total amount currently due for the services at *** **** **** Street, #3
  Alliance, Nebraska for the service dates of January 8, 2024, to April
  16, 2024. *** ****** stated the incorrect turn-on was a Black Hills
  Energy error and they should not be held responsible for the company
  error. The agent explained it didn’t matter who was at fault,
  the customer acknowledged living at the property and has accepted
  responsibility for the usage. *** ****** asked if he had to pay
  the full amount in one payment. The Black Hills Energy agent
  explained no, as **** ****** had the budget billing program, he would be
  able to pay it off over time. The amount due on May 16, 2024, was
  $98.00, the balance had been placed into deferred status. 

  On May 17, 2024, a new bill was generated for *** ******, bringing the
  amount due to $196.00, due June 6, 2024. This amount included the current
  charges of $98.00 and the past due amount of $98.00. 

  On May 20, 2024, Black Hills Energy received a payment of
  $96.00 leaving an amount due of $100.00. 

  Black Hills Energy has tried unsuccessfully to speak to *** ****** via the
  phone. On May 23, 2024, Black Hills Energy sent *** ****** an email
  explaining the series of events that occurred stating the
  original service request submitted was for the service address of *** **** ****
  Street, Alliance, Nebraska. Once Black Hills Energy was informed of
  the correct address, the billing was corrected. As the usage was
  more at the correct address of *** **** **** Street, #3, Alliance,
  Nebraska than the old address, Mr. Wright was
  billed the difference he used. The email included a breakdown showing
  the original billed amount and usage versus the rebilled amount and usage.
  The email also explained that all funds *** ****** had paid Black Hills
  Energy were applied to the rebill. 

  The email also informed *** ****** that the Budget Billing program can
  be stopped for non-payment. If this
  happens the full deferred balance will come due immediately.
  The Black Hills Energy agent offered a follow-up phone call for the date
  and time of *** ******’s choosing Monday to Friday from 10:00 am to
  7:30 pm. 
  At this point, Black Hills Energy has not received a
  response from *** ******. The current balance owing is $100.00. 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Black Hills Energy dug up my sidewalk while putting a new gas line to my neighbors house. Thensidewalk collapsed and needs to be fixes.

  Business Response

  Date: 05/20/2024

  Black Hills Energy completed work at **** ********** ***** ************ IA in 2020.  In August 2023,
  *** ******* called Black Hills Energy. 
  Due to the length of time from when the work was completed and when *** ******* called, it was not evident we had completed work to cause the sidewalk
  to sag and the Black Hills Energy contractor did not believe it was caused by
  Black Hills Energy.  Since receiving the
  complaint from the Better Business Bureau, Black Hills Energy completed some
  research and determined the sidewalk had sunk and caused a one inch gap from
  the work completed in 2020.  A request
  was submitted to the Black Hills Energy restoration crew to make the necessary
  repairs to the sidewalk.