Business Profile

Natural Gas Companies

Black Hills Energy

Headquarters

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Complaints

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

Customer Complaints Summary

59 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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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:04/19/2024
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.
We Sold our home in March of 2022. When selling the realtor/mortgage company took care of ensuring the new buyer had everything transferred into their name. September 2022 of that year we get a debt collection notice from Black Hills for $89.99 stating we owe them for Service Guard for months after we moved. Why would we owe that we havent lived there. We had no idea that when we left that Service Guard was still on, we assumed that when utilities got moved it was stopped. We have tried to talk to them several times about this and have them drop it. They refuse to even hear our side of the story. We never even used the Service Guard services so they arent out any money from us. We want the 89.99 dropped and debt collection dropped off of our records.
Business Response
Date: 05/20/2024
Mr.
****** ***** is concerned that his past due amount for Service Guard charges,
stemming from the 2022 services at **** ***** *** Street, Council
Bluffs, Iowa, had been sent to collections.
On
April 19, 2022, a third party contacted Black Hills Energy to start services in
their name, effective April 22, 2022. The caller did not explain if they had
purchased the property. The order was entered. Due to this, the natural gas
services for Mr. ***** were automatically scheduled to stop.
On
April 22, 2022, *** ***** called Black Hills Energy to update his mailing
address as he sold the property and was moving. *** ***** also inquired why the
account balance was so high. The Black Hills Energy agent explained that the
account had been enrolled in budget billing. When the service was stopped, the
deferred balance came due with the final bill. The Black Hills Energy agent
asked if *** ***** needed to transfer the services or would like a payment
arrangement. *** ***** declined both and the call was ended. The
mailing address was updated, and the Service Guard services were not
discussed.
On
May 11, 2022, June 10, 2022, and July 12, 2022, Black Hills Energy sent
a bill to ***** ***** Street, Honey Creek, Iowa. On July 29, 2022, Black Hills
Energy sent a past due Service Guard notice. On August 30, 2022, a second Service Guard
past due notice was mailed to *** *****. On September 12, 2022, and September
16, 2022, Black Hills Energy sent *** ***** the normal bill and a final bill for the
Service Guard coverage.
On
September 30, 2022, *** ***** contacted Black Hills Energy to ask why he was
still being billed when he sold the property in April. The Black Hills Energy
agent explained *** ***** had not contacted Black Hills Energy to request Service Guard to be stopped and the service continued. *** ***** said the buyer
was responsible for all charges and he would not pay for any services after
April 22, 2022. The Black Hills Energy
agent backdated the stop of *** *****'s Service Guard to the last
billing date of September 12, 2022. The agent explained the account holders are
responsible for contacting Black Hills Energy to stop or start services. Black
Hills Energy does not automatically stop Service Guard coverage.
On
April 19, 2024, a non-authorized person contacted Black Hills Energy to inquire
about a collection notice *** ***** received. The caller was upset with the
Service Guard coverage in April 2022. When the Black Hills Energy agent
explained, we would need to speak to *** *****, the caller hung up.
On
April 19, 2024, Black Hills Energy received a Better Business Bureau complaint
and opened an investigation. After pulling the April 22, 2022, call it was
determined that *** ***** had notified Black Hills Energy that he had sold the
property. Due to this, Black Hills Energy has backdated the stop of the Service
Guard to April 22, 2022. This resulted in a credit of $11.00 on the account.
Black Hills Energy has pulled the account back from the collection agency and
*** ******* credit report was updated.
On
April 29, 2024, Black Hills Energy contacted *** ***** and apologized for the
error and advised him of the adjustment and the credit of $11.00. *** *****
provided his new mailing address of *** ***** Street, Missouri Valley, Iowa.
The Black Hills Energy agent explained the refund will be issued within ten
business days via the United States Postal Service. *** ***** was grateful for
the adjustment and thanked Black Hills Energy for working to resolve the issue.
Initial Complaint
Date:04/08/2024
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 sn email from Black Hills Energy March 2024 stating that I owed them money on a house I sold in 2019. I contacted them to let them know I hadn't owned the house since that time but that I had a landlord agreement on the house when I had owned it. The person looked it up and saw that there had been a landlord agreement and told me I needed to go online and cancel it. He told me this would take care of the issue. I have now received 2 voice-mail stating that they saw i canceled my service and that I still owe them $38.62. I called them today, 4/8/24 and told them the issue had been taken care of last week and that I don't owe them any money. Caleb, the service rep stated that it didn't matter that I had sold the house in 2019. He stated that a landlord agreement can be held on property you don't own and that makes me responsible for the money the last owner owes them.
Business Response
Date: 04/10/2024
*** **** **** is concerned about a bill for services
at *** ****** ******* *********** ******** after selling the property in 2019.
On
May 18, 2019, Black Hills energy received a request via the Black Hills Energy
website to transfer the services into another name effective May 23, 2019. This
order was completed as requested.
On
May 22, 2019, *** **** contacted Black Hills Energy to find out if her account
was set up on auto bill pay. The Black Hills Energy agent confirmed the account
was not enrolled in the Black Hills Energy auto bill pay program and confirmed
the final bill will generate
May 24, 2019. No forwarding mailing address was
provided.
On
May 24, 2019, the final bill generated for $22.11. On May 27, 2019, Black Hills
Energy received a payment of $22.11, leaving the account at a zero balance and
the account closed.
On
March 4, 2024, services reverted to *** **** per the terms and conditions of
the active landlord revert contract on file.
On
March 5, 2024, a Landlord Revert Notice was sent to *** ****.
On
March 12, 2024, Black Hills received a request to transfer services, via the
Black Hills Energy website, into another’s name effective March 14, 2024. This
order was completed as requested.
On
March 15, 2024, Black Hills Energy mailed and emailed *** **** a final bill for
services between March 4, 2024, to March 14, 2024. This bill totaled $38.26,
due April 4, 2024.
On
March 19, 2024, *** **** contacted Black Hills Energy to ask why she had
received a bill when she sold the home in 2018. *** **** stated she was
concerned that her landlord revert was still active. The Black Hills Energy
agent confirmed *** **** did have an active landlord revert contract. The Black
Hills Energy agent explained they would send *** ****** account to the billing
department to be corrected but *** **** must submit a Landlord Revert
Cancellation form to prevent further issues. The Black Hills Energy agent did
not send *** ****’s account to the billing department for review or to have any
adjustment made.
On
March 20, 2024, Black Hills Energy received a Landlord Revert cancelation form,
via the Black Hills Energy website. The Landlord Revert was removed.
On
April 8, 2024, *** **** contacted Black Hills Energy to confirm the Landlord
Revert had been removed and why she received a notice that she still owed
$38.26 when she sold the property in 2018. The Black Hills Energy agent stated
effective March 20, 2024, *** ***d was no longer the landlord on file. Prior to
this, per the terms and conditions of her landlord revert she is responsible
for the $38.26 but will not be responsible for any future charges.
On
April 9, 2024, Black Hills Energy determined this is a private dispute between *** **** and the current owner. Due to the March 19, 2024, agent committing to
remove the charges for *** ****, Black Hills Energy removed the $38.26 from *** ****** account.
This has left *** ****** account at a zero balance and the
account is again closed.
Customer Answer
Date: 04/12/2024

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:03/06/2024
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.
On 27 Feb 2024 there were several brief power outages during the day that caused my furnace to stop working. I had to pay a heating service to restore my heater to operational. Black Hills refuses to even let me file a claim for damages. Today, 5 March 2024, I called about this matter for the third time but was refused the right to even claim damages.
I am a medically retired **** ******* and I'm on a *******. This cost was unexpected and was caused by Black Hills.
Business Response
Date: 03/13/2024
Mr.
Thorn states he experienced a power outage on February 27, 2024, at 1516
Sandpiper Place, Pueblo, Colorado which caused issues to his furnace.

On
February 27, 2024, Mr. Thorn contacted Black Hills Energy. Mr. Thorn stated he
is experiencing an outage at his home and that only some of his appliances were
being affected. The agent entered an order for February 27, 2024, and a
technician was dispatched to his property the same day. When the Black Hills
Energy technician arrived, he found that the issue was happening inside the
home and Mr. Thorn’s breaker was tripping, causing the outage. There was no outage
before the meter or on company owned equipment.

On
February 27, 2024, *** ***** contacted Black Hills Energy. *** ***** stated the
outage caused issues to his furnace which resulted in Mr. Thorn contacting a
third party to repair the appliance. Mr. Thorn stated he would like Black Hills
Energy to reimburse him for the furnace service call caused by the outage. The
agent advised Mr. Thorn that Black Hills Energy is not responsible for
providing reimbursement for these costs as the company was not at fault.

On
March 6, 2024, a Black Hills Energy agent contacted *** ***** and advised him
again that Black Hills Energy is not responsible for providing reimbursement
for these costs and are in compliance with the Black Hills Energy ******** ******** ****** ***** **** *** ******** ****** ********* *********** *** ***** ******* the agent he will be contacting a lawyer.

Black
Hills Energy understands *** ******* frustration and encourages him to contact a
local residential electrician to investigate what might be causing his breakers
to trip inside his home. We encourage him to contact us with any further
questions or concerns he may have.
Sincerely,
******* ****** Customer Experience Program Manager
Customer Answer
Date: 03/13/2024

Complaint: ********

I am rejecting this response because:
Black Hills stated there was no outage before the meter or from company owned equipment. THIS IS A LIE. Brief power outages, or "flashes" occurred at 1140, 1200 and 1315 hours. When their representative responded to my home he even admitted that he was aware of several brief outages before he came to meet me. How can Black Hills lie about this? I know they want to avoid paying damages that their service interruptions caused, but how can they NOT be responsible for damages they caused???

Sincerely,

****** *****
Customer Answer
Date: 03/26/2024
Attached please find the letter I sent to ***** ***** *** *** ****** ********* ********** detailing my response to Black Hills. The customer service representative said the power outages did not happen before my meter or within their system, but statements from my neighbors showed the outage clearly originated within the Black Hills system. I don't understand how they can damage customer's equipment but deny responsibility.
****** *****
Initial Complaint
Date:02/28/2024
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.
Account# **********
On April 12.2023 black hills energy came to shut off my gas due to a carbon monoxide leak.
December 6,2023 was able to get repairs done and get the gas turned on. Started receiving state assistance.
Between these two dates I was billed for gas every month even though the gas wasn’t turned on. I have the service program that keeps my bill lower but they didn’t freeze it like they were suppose to when they shut my gas off.
Feb 27,2024 received a shut off notice and contacted them about it and was told quote on quote from the manager that their was nothing they could do and admitted to the mistake they made on the account and told me their was no corporate and their was no manager above her because she owned the company which I knew was a lie. I had also let her know I am receiving state assistance through lieap to pay my bill and that they did recieve over 400 dollars for backbills and every month since December of 2023 a payment every month for 160.00 and my bills have only been 102.00 a month.
Business Response
Date: 03/13/2024
Ms. ****** ***** is concerned about her pending disconnection
and account balance for services at **** ******* ******* ******* *******,
between April 12, 2023, to December 6, 2023.
In April 2018, *** ******* ******* the primary account holder
and *** ******* father, selected a fixed monthly bill rate with the ****** *** ********* ***** ***** ****** ********, (BHES). Since this selection, Mr.
Alarcon has continued to rollover with BHES and the fixed monthly bill
rate.
The last payment received from *** ***** and *** ******* was
March 1, 2023, in the amount $177.53. This left the account at a zero balance.
The monthly statements are mailed to the service address.
On April 12, 2023, Black Hills Energy responded to a report of a
carbon monoxide leak. When the Black Hills Energy technician arrived, the fire
department was on site and the technician found a leak. He also found the water
heater and furnace venting were disconnected, and there was a water leak. For
safety reasons, the appliances were red tagged and the meter temporarily turned
off so repairs could safely be made. Black Hills Energy does not close customer
accounts when a meter is turned off during an emergency call so that repairs
can be made and service easily restored. Customers are responsible for
contacting Black Hills Energy to stop services if repairs are not made. The
account balance was $358.74 then.
On June 8, 2023, Black Hills Energy sent a disconnection notice
advising that the past due amount of $465.11 was due prior to June 27,
2023.
On June 12, 2023, *** ******* contacted Black Hills Energy
and asked if it was safe to remain in his home. The Black Hills Energy agent
confirmed the gas was not on and the meter was locked, due to this it was safe
to be in the home. *** ******* did not request to stop his billing or close his
account.
On July 3, 2023, the pending disconnection was canceled
due to the federal holiday.
On August 4, 2023, and September 7, 2023, Black Hills Energy
mailed disconnection notices to *** *******. Each was canceled due to federal
holidays.
On November 6, 2023, Black Hills Energy sent *** ******* a
disconnection notice.
On November 30, 2023, *** ***** contacted Black Hills Energy and
requested to have the services placed in her name as she had just bought the
property. The Black Hills Energy agent said that we would need her to accept
the debt or provide proof of purchase due to the large debt at the property.
*** ***** was also advised she would have to pay her past due amount of
$235.20, a $6.00 connection fee and a total deposit of $312.00, billed in four
installments. *** ***** said she was not able to make a payment at that
time.
On December 4, 2023, *** ***** contacted Black Hills Energy and
requested a deposit letter as she was applying for energy assistance. The agent
explained no deposit would be charged until the start service order was entered
but we could provide a copy of her final bill. The Black Hills Energy agent
also requested proof of purchase due to the debt at the property.
On December 5, 2023, Black Hills Energy received notice that Ms.
Clark was approved for $86.00 in crisis assistance funds to be applied to the
back bills.
On December 6, 2024, *** ******* and *** ***** contacted Black
Hills Energy to add *** ***** as a co-owner to *** ********* account and to
inquire about restoring services. *** ***** said she was approved for energy
assistance with LIEAP, Low Income Energy Assistance Program, for $1,109.00 and
$86.00.
*** ***** requested to use this approval to reconnect services.
The Black Hills Energy agent said we had received notice of approval of $86.00,
to be used as the first installment of her 12-month payment arrangement but
have not received any funds. The Black Hills Energy agent said the account was
open and active. Prior to restoring services, we need to confirm the red tagged
appliances have been repaired. *** ***** confirmed repairs had just been made.
The Black Hills Energy agent scheduled the same day, no guarantee of time,
relight of services.
On December 8, 2023, Black Hills Energy received $86.00 in
crisis funds and an approval notice of $1,109.00 in LIEAP funds from LIEAP.

On December 27, 2023, the 12-month payment arrangement broke for
non-payment of $71.14.
On February 6, 2024, a disconnection notice was sent to *** ******* and *** ***** for the past due amount of $1,136.12, before February 26,
2024.
On February 27, 2024, *** ***** contacted Black Hills Energy to
inquire why she had been billed for services between April 12, 2023, to
December 6, 2023, when the gas was off. The Black Hills Energy agent explained
that as *** ***** was a Choice Gas customer enrolled in a fixed monthly bill
rate, they would continue to be billed the fixed monthly bill amount. To
discuss the rate and a possible adjustment, *** ***** will need to contact her
supplier Black Hills Energy Services at 1-866-231-3241.
On February 27, 2023, *** ***** contacted Black Hills Energy and
said the phone number she had been given to discuss her incorrect billing was
rude, unhelpful and stated Black Hills Energy was the company who handles
adjusting her bill. The Black Hills Energy agent explained while we are not the
supplier, we cannot adjust the bill without the consent of the supplier. *** ***** became upset and said she would contact a lawyer as it was illegal to
stop her services in the middle of winter.
On March 4, 2024, Black Hills Energy received a Public Service
commission complaint. Black Hills Energy, BHE, canceled the pending
disconnection while researching the account.
On March 8, 2024, the Black Hills Energy Choice Gas department
made successful contact with Black Hills Energy Services, BHES. During this
call, BHES agreed to remove the account from the fixed monthly bill rate and
convert the account to a fixed rate per therm of $0.476. BHES also agreed to
back date this change to the start of the 2023 ****** **s billing period. Once
this was done, BHE corrected all the billing from May 5, 2023, to March 8,
2024. This removed $610.61 in charges from the account.
On March 8, 2024, Black Hills Energy contacted *** ***** to
advise the supplier, BHES, had made an exception and approved a rate change and
this allowed BHE to adjust the bill. The Black Hills Energy agent explained the
Choice Gas program, including how and when to make the next selection, and how
to find all the contact information for all Wyoming suppliers. The agent
explained the difference in the fixed monthly bill rate with the supplier and a
fixed rate per therm rate. The Black Hills Energy agent also explained budget
billing and that the disconnection had been canceled. *** ***** requested to
enroll in budget billing at $126.00 per month and said she understood it was
not a fixed amount each month but will adjust based on her usage. *** ***** and
the Black Hills Energy agent also discussed how LIEAP funds are applied to
budget billing and how she may be responsible for the difference in what LIEAP
pays versus the budget billing amount. As LIEAP only pays for the actual usage.

*** ***** said she
was happy that Black Hills Energy had been able to work with Black Hills Energy
Services to get her billing resolved. She stated she will also be sure to call
and turn off her account if she ever has another leak and is not able to make
repairs at once.
Initial Complaint
Date:01/22/2024
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.
My Black Hills bill is much higher than i had my first four years here. Last month 180.00, this month 224.00??? I have hot water heat but it is OFF half the time. This is ridiculous! i am 68, on disability and have NEVER seen a heat bill this high. We did have a newer better home in Cheyenne that was MUCH larger than this one and our bill never even came close to this. I know this house is very old but like i said the heat is OFF 50% of the time.
Business Response
Date: 01/25/2024
*** **** ********* is concerned about his high bill for
services at **** **** ******* Wheatland, Wyoming.
The normal annual usage ranges from 802 therms to 1,177
therms. The normal winter usage ranges from 110 therms to 179 therms per month.
The December 2023 usage was 133 therms and the January 2024 usage was 178
therms.
On January 25, 2024, a Black Hills Energy agent contacted *** ********** The agent reviewed the usage history with *** ********* and
explained how to monitor his monthly via the Black Hills Energy
website. The agent also provided the energy efficiency website of *********************
The Black Hills Energy agent also advised *** ********* that
his former Cheyenne, Wyoming property was part of a regulated utility that paid
a market rate per them. Whereas his current property is part of an open market
program called Choice Gas. As a participant of this program Black Hills
Energy is the distributor not the supplier. Participants get to pick
a supplier and a rate program from a select group of suppliers. Rate
programs include a fixed monthly bill, market rate or a fixed rate per
therm. A full list of suppliers and contact information can be found at *****************. The website also provides the dates when the selection period is
open.
The Black Hills Energy agent then reviewed *** *********** Choice Gas selections. In 2021 *** ********* signed a two-year fixed rate per therm contract with Wyoming Community Gas at a rate of
$0.419 per therm. In 2023 when *** ********* was eligible to make a new
selection, with no active selection *** ********* defaulted to the
rollover. The Black Hills Energy agent explained this meant he stayed with the
same supplier and same rate program but at the current year rate of $0.735. The
agent explained this is the cause of the high bill.
*** ********* declined contact information for Wyoming
Community Gas. He stated he will put a reminder on his phone to avoid
missing the selection period. *** ********* stated he will also check
the Choice Gas website and the energy efficiency website as some of his windows
are from 1912 and may be part of the issue. *** ********* stated he
was very happy to hear from Black Hills Energy and grateful for the time
research and information his concerns received.
Customer Answer
Date: 01/25/2024

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:01/12/2024
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.
Black hills energy is billing me for an outrageous amount of money in disguised costs. Most current bill is $715, last month 458 and 165 the month before. I have GAS appliances and a wood burning stove so there should be little to no changes to my bill even though we have had colder weather. I also have solar panels on my roof that are working as designed per my solar provider. I have made no changes to any equipment in my home as everything checks out as “in working order” and black hills states their equipment is fine YET I’m also told that it “could be” a faulty meter and they’ll send someone to check. When a tech came today he said I’m getting the proper amount of electricity to my house and he can’t “physically” check the meter but someone will reach out in a couple weeks to put a device on it to monitor the power. This is unbelievable! When I stated that my neighbor has never paid more than 400/mo they said they cannot compare to neighboring properties. When I also told them from time to time we notice the lights will dim in the evening they then asked me if my neighbors have the same problem?!! This has to be some kind of joke right? I am working two FULL TIME jobs just to pay for my light bill and every time I complain IT GETS WORSE!! They are disguising hidden costs in what they call “delivery & distributon” each month at 484.99, 308.22 and 109.43. Nobody is carrying the electricity here in a bucket or even physically verifying my meter reads!! My “actual cost” of electricity on my bills have been 199.70, 130.31 and 47.88 per the last 3 bills. I will keep escalating this to the BBB until I either get my money back for the extra fees or until they fix the issues and my bill is at a reasonable cost. My next step is getting the media involved because I am NOT the only one with problems in the Pueblo west area as noted on social media.
Business Response
Date: 01/23/2024
Mr. ***** ********** is concerned about the high usage at *** * ******** *****, Pueblo West, Colorado, since he took over services on
September 15, 2023.
The property converted to solar on September 12, 2017. Since
taking over services in September of 2023, *** ************ production has
ranged from 569 kWh to 787 kWh and his total usage has ranged from 1,296
kWh to 4,116 kWh.
On January 11, 2024, *** ********** contacted Black Hills
Energy to report his lights were dimmer than normal. A Black Hills
Energy technician was sent out to the property to check the voltage. The Black
Hills Energy technician reported the voltage tested normal and sent the concern
to the Power Quality technician for further investigation.
On January 11, 2024, *** ********** contacted Black Hills
Energy with a high bill concern. The Black Hills Energy agent scheduled a
high consumption order for January 12, 2024. The Black Hills Energy
technician tested the meter and reported the meter tested accurate, ranging
from 99.95% to 100.04% accurate.
On January 18, 2024, the Power Quality technician contacted *** ********** and installed a voltage recorder on the meter. *** ********** agreed
to have the voltage recorder remain till February 15, 2024. The Power Quality technician
explained how to watch the voltage recorder and how it may help monitor usage.
Once the voltage recorder has been removed and the data analyzed,
the results will be reviewed with *** **********. If necessary, repairs or
corrections will be made if found to be a Black Hills Energy issue. Black Hills
Energy encourages *** ********** to visit ******************** to learn more about energy
efficiency and available home energy audit programs available in his
area.

Please
reach out if you have any additional questions.

Sincerely,
******* *****
Customer Experience Program
Manager
Initial Complaint
Date:01/12/2024
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.
The company did not send me a bill for almost 5 months after beginning my service with them in April 2023. I called multiple times on this matter and was repeatedly told the billing department was short staffed. Finally receive a bill for almost 700 dollars so I request to be put on budget billing. I pay the company 800 dollars and am told it was not put to my deferred balance although my bill reflects a new deferred balance of 256. Then, despite my actual bill being around 60$ for the last several months and me paying 122-35 set by the budget billing , my deferred balance continues to rise and is at 366 now, when i have over payed the company almost 200$ that i have been told repeatedly is supposed to be going twords my deferred balance. Despite multiple months of overpaying my bill, my deferred balance continues to rise. I called to get this issue addressed and when the agent couldn't answer my question she hung up in my face. Very unprofessional.
Business Response
Date: 01/17/2024
Ms* ***** had service at 2614
O’Neal Ave, Pueblo, Colorado from October 10, 2014, to July 2,
2015. When service ended, Ms. Moore had a balance of $200.78.
On April 6, 2023, Ms. ***** contacted
Black Hills Energy and requested to start service at ** ******* *** *** ******* ********. On April 10, 2023, the service was placed in Ms. ******* name.
On June 5, 2023, Ms. Moore called Black Hills Energy stating she had not
received a bill. The Black Hills Energy agent said the next bill would be
issued in the next few business days. On June 14, Ms. ***** contacted Black
Hills Energy saying she still had not received a bill. The Black Hills Energy
agent found the Turn On Order was not completed correctly, causing the
account not to be billed. The order was completed, and
Ms. ***** was billed from the time service started on April 10 to August 2.
The balance of the account was $648.69.
On August 9, a Black Hills
Energy agent spoke with Ms. ***** concerning the balance of the account. Ms.
***** requested to set the account up on Budget Billing. The agent quoted the
12-month average of $122.00 for the Budget Billing amount with the first
payment due by August 18. The balance of $548.69 would then be placed
into a deferred balance. The bill Ms. ***** received for $222.00 was for her
Budget Billing amount of $122.00 and the $100.00 deposit that had been billed.

On September 21, 2023, Ms.
***** paid $600.00. Of this amount, $500.00 was applied to the deferred balance
and $100.00 was applied to the deposit. This left a deferred balance of
$135.59. On October 4, 2023, Ms. ***** paid $200.00. This amount was applied to
the outstanding debt of $200.78 for **** ****** **** ******* *********
From October 4 to
December 22, there were no payments received or applied to the account.

On January 9, 2024, Ms. ***** called Black Hills Energy asking why her deferred balance was so high. The
Black Hills Energy agent explained the Budget Billing process to Ms. ***** and
how the deferred balance increases/decreases according to the amount billed
versus the amount of payment received.
As of January 15, 2024, Ms.
Moore has a current balance of $0.00 and a deferred balance of $328.26.
From January 15 to January 17,
Black Hills Energy attempted to call Ms. ****e several times. A voicemail
was left letting Ms. ***** know a spreadsheet would be emailed to her showing
how payments were applied to the deferred balance of the account. On
January 17, the spreadsheet was sent by email to Ms. ***** with the option to
set up a time and date to schedule a call to discuss further.
Initial Complaint
Date:12/26/2023
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.
Our Black Hills Energy account ‹ ************ we have purchased replacement cost value which we are paying for repair & placement $90.90 per month. We have had this service for many years. They have been very good about repairs and have actually replaced the washing machine in question on 12/27/19. This 2019 Maytag front loading has had issues from square one with a variety of repairs. They were out on Jun 29, Jul 17, Aug 8, Oct 4, Nov 20, Dec 4 and Dec 19th to mention a few date for repairs. On 12/19/23 they put in three more parts. On 12/20/23 was my first load of laundry. Find enclosed a picture of the white clothes. The machine had E1, F4 codes, then supervisor **** had me unplug it & wait 5 min & after3 min of washing, I got LO FO code. Couldn't get anyone to return calls, so I put it on Drain & Spin to get clothes to dryer. I called until I was blue in the face to get this matter resolved. I talked with agents in South Caroline, Arkansas and South Dakota, and after reading the records they all agreed that this warranted a replacement but was up to the local management. **** on 12/20 wanted to sent someone out to try for the 8th time to repair the machine this year alone and the guy would be out 12/27. We winter in Florida and we were planning on leaving on 12/29. Supervisor **** said he would have his manager Gary give me a call - No Call. I texted Alex the repair man (find attached copy of text) and have not heard from Gary, **** or Alex. We are both 75 years old and really don't need this. At this stage in our lives if something is aggravating or stressful we attempt to eliminating it. So, we cancelled the service contract and I went to Nebraska Furniture Mart and purchase (picture enclosed) a new LG washing Machine. Find enclosed the invoice which also has the matching dryer which we will pay for. We are just asking for Black Hills Energy to pay for the washing Machine, hook up hose and tax on it. Thank you for considering this claim.
Business Response
Date: 01/09/2024
The concern was brought to Black Hills
Energy’s attention by Better Business Bureau (“BBB”) on December 26, 2023. BBB complaint
# 21050002.

The complaint stated that Black
Hills Energy replaced the customers clothes washer in December of 2019, as a part of their Service Guard Gold Plus Plan. Since this replacement the customer stated that they have
experienced multiple issues resulting in multiple repairs orders. Those orders
included the following:

June 28, 2021-Spin Cycle issue.
Technician notices customer had appliance set on lowest setting for spin cycle. Adjusted spin speed and completed appliance inspection all other checks ok.
June 29, 2023-Length of wash time and incontinence in repair.
Lit loc error and excessive suds error. Technician checked pressure, drained pump. Error appears to be from main control.
July 17, 2023-Installed new main control.
The technician ran appliance through quick cycle and drain. Error codes have been corrected and appliance operating normal.
July 21, 2023-Appliance still not operating per customer request.
Technician found that cold valve did not get plugged in. Technician plugged in and reset cycle.
November 21, 2023- Length of wash time and incontinence in repair.
Customer expressed frustration over time to complete load not being consistent. The technician explained that this is because the time is estimated based on the size of the load. Different load sizes take different times, and the appliance adjusts accordingly. Customer states that they wanted a new washer.
December 11, 2023- Length of wash time and incontinence in repair.
Technician found bad UI, pressure switch and shocks and ordered parts.
December 19, 2023-Part Install.
Technician installed new shocks, pressure switch and UI. Ran through entire cycle with towels in and no additional issues reported. Repair complete.

After further review, Black
Hills Energy has determined the washer was still in repairable condition after
the repair on December 19, 2023, and that the appliance issues in the summer of
2023 and fall of 2023, were different issues. Black Hills Energy understands
the customer's frustrations with the appliance, but that does not warrant the replacement
of the appliance or fall within the guidelines of the program, as Black Hills
Energy makes the determination if an appliance is replaceable or repairable.
Please see program Terms and Conditions section 4.0 and 5.0 below. Attached is
the complete copy of Black Hills Energy Service Guard Terms and Conditions.

4. The decision to repair or replace will be at the
sole discretion of the Company. The decision may be based on the covered part
not being available, the fact that the appliance is no longer worth the cost of
repair, or some other reason. You will be advised of the replacement plan and
the specific appliance chosen to replace your existing appliance. The Company
will take best efforts to protect against any further damage while making
repairs. The Company will follow any applicable owner’s manual or other required
service or maintenance procedures. If code requirements necessitate or the
replacement otherwise results in an upgrade, you will be responsible for the
additional retail and installation costs associated with the upgrade.
Additionally, you may choose to upgrade to a different model or brand of
appliance by paying to the Company the difference in retail cost and any added
installation cost before the purchase is made.

5. The Company is not liable for charges for service
or parts you purchase from others.

Black Hills Energy
appreciates the opportunity to address the concerns shared in BBB Complaint 21050002.
In an effort to provide resolution, Black Hills Energy is providing the customer with a
customer care appliance voucher in the amount of $250.00. Black Hills Energy
has also provided a credit of $90.90 for one-month of Service Guard. If
you choose to accept this voucher, please complete with the required information
and return.
Business Response
Date: 01/11/2024
Black Hills Energy agrees to apply an additional $90.90 customer care credit, which leaves the customer with a credit balance of -$90.90 on their Black Hills Energy account, which will be applied towards their next month’s natural gas ****.

Black Hills Energy requires the customer to return the completed appliance voucher with an attached copy of the purchase receipt for the clothes washer purchased by the customer. Black Hills Energy will provide the customer with a $250.00 payment, once the coupon and receipt for the new appliance is returned by the customer.
Customer Answer
Date: 01/12/2024
More Information...
We agree to the turns - we will return the appliance voucher of $250 plus a copy of the receipt that we paid for the washer when we get the voucher in the mail here in Florida. We then will accept the $250 check that will be remitted to us. Thanks for your assistance in settling this matter. ******* ******
Initial Complaint
Date:12/11/2023
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.
My gas bill goes up when the temperature goes down in my area… the catch is my thermostat is OFF. Not down, not set low. OFF. Two years now they say the read my meter but nothing on camera. If they are doing it from the road their equipment needs calibrated. This time they said it was because my water heater . I have asked to check my meter, check their equipment. NOTHING. Just yesterday they said it wasn’t enough to send a tech. SOMETHING IS SKETCHY
Business Response
Date: 12/21/2023
*** *** ******** is concerned her
bills are increasing as the temperatures are decreasing. *** ******** said the
furnace has been off and not used.

On December 20, 2023, Black
Hills Energy spoke with *** ******** by phone. *** ******** said her thermostat
has been in the off position except for two days in November due to the
warm weather this year. The Black Hills Energy agent went over the history of
usage at *** * **** **** Lincoln, Nebraska with *** ********. The agent
informed *** ******** the usage is lower this year than in the past four years.
The agent said they would look at the historical weather from the Weather
Underground website and call *** ******** back.

On December 21, 2023, the
Black Hills Energy agent called and informed *** ******** the weather during
the usage listed on the November bill reached a low of 18 degrees between
October 6, to November 3. The weather during the usage on the December bill reached
a low of 14 degrees between November 3 to December 5.

*** ******** said she must be
mistaken about the weather and the furnace since the temperatures got so low
during this time. The agent offered to send *** ******** a spreadsheet
showing the billing history and the daily weather temperatures for the months
of October and November. The spreadsheet, along with the weblink
the information was pulled from, was sent to *** ******** by
email. *** ******** was also informed of the energy saving tips on the
Black Hills Energy website.
Business Response
Date: 01/16/2024
Black Hills Energy appreciates the
opportunity to address *** ********’s concerns and would like to reassure *** ******** that Black Hills Energy's top priority is the safety of our customers
and our employees.

As part of the complaint response process,
Black Hills Energy reviewed all calls between *** ******** and Black Hills
Energy. Black Hills Energy found during that review that at no point did *** ******** mention a gas leak until the call on December 23, 2023. All calls
between Black Hills Energy and *** ******** were in response to her concerns
about an increase in usage and/or billed amounts, which Black Hills Energy
reviewed with *** ********. Enclosed in the response are usage details for *** ********** property from 2016 to 2024. *** ********’s previous usage is in line
with previous years, while the usage for December of 2024 is at an 8-year low.
Therefore, unless *** ******** mentioned a possible leak or gas odor, Black
Hills Energy had no indication there was a leak.

If *** ******** is still concerned
with the amount of usage, Black Hills Energy is willing to exchange and test
her meter at our meter shop in Council Bluffs, IA, where she will be allowed to
attend in-person testing. If *** ******** is unable to attend, Black Hills
Energy will provide *** ******** with a copy of the testing report. A meter
exchange would require a brief interruption of service while a new meter is
connected, and appliances relit. If *** ******** would like to schedule a meter
exchange at a mutually aggregable time, Black Hills Energy requests she contact
the Black Hills Energy contact center at ************** to schedule the
appointment.
Customer Answer
Date: 01/17/2024

Complaint: ********

I am rejecting this response because: I want to be heard. Black Hills is correct in saying that I did not mention a gas leak until Dec 23. That’s the point of my dissatisfaction. In all of the previous calls why wasn’t a possible leak a probable cause to usage verses my thermostat being OFF VERSES blowing me off saying all is normal when I knew all was NOT normal!
I’m DONE going back and forth however, If you are truly seeking satisfaction, your policies need to change, to actually hear your customers, but I get it, you are the major company and I am yet a small peasant with no rights.
DO know that yet another house in Lincoln Ne. blew up this week. (The news mentioned ‘a gas leak, earlier…’) That’s three in my adult life. Three too many! Not looking for fault or pointing fingers HOWEVER - preventative actions prevents negative reaction.

Sincerely,

*** ********
Initial Complaint
Date:12/04/2023
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.
see attached
last year they marked my driveway with yellow lines for underground cable
during the last 6 months I have talked at least 6 or 7 times
Customer Answer
Date: 12/18/2023
Black Hills Energy has been to our house & has removed paint off our driveway, so it has been resolved.
Thank you.
**** *****

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