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.

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• 

  Black Hills Energy

  7001 Mount Rushmore Rd Rapid City, SD 57702-8752

• 

  Black Hills Energy

  PO Box 1400 Rapid City, SD 57709-1400

• 

  Black Hills Energy

  1731 Windhoek Dr Lincoln, NE 68512-1273

• 

  Black Hills Corporation

  1205 SW 37th St Grimes, IA 50111

• 

  Black Hills Energy

  655 E Millsap Rd STE 104 Fayetteville, AR 72703-3326

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:09/12/2023

  Type:Order 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 contacted the black hills energy company on august 28th in regards to starting new service for natural gas at my new home. They advised me over the phone on how to set up the account. They also told me I had to upload my lease documents. I did this with a representative on the phone. After uploading the documents I did not receive any confirmation that they were submitted. I asked the representative if there were a way to confirm and he did not know how but assured me I did it right. 2 weeks later at move in for my new house I had no update from black hills and did not have natural gas service. I called and they told me my lease paperwork was not submitted. So again I uploaded documents and asked the representative to confirm they received them. They confirmed yes they did. I asked how long it would take to get gas turned on and they could not give me a date. I called again four days later and the representative had to get their supervisor to confirm my lease documents were submitted. It has now been almost 3 weeks with no update as to where my natural gas service is and because they are the only provider I have no option but to wait and hope they are working on this. With this kind of service I would not do business with this company if I didn’t have to. Now that it is getting colder my girlfriend and I have had to spend money on electric heaters, boil water to on our electric stove to wash, and don’t know if the gas comes on everything will work and run the risk of them turning gas on without us home. In the event of a gas leak we have a dog kennelled during the day. I do not trust black hills will tell us when they intend to turn our gas on. If they ever turn it on.

  Business Response

  Date: 09/18/2023

  RE: Complaint ******** * *********** *****
  
  *** ***** contacted the Better Business Bureau regarding unsuccessful attempts to start natural gas service at *** ******** ******* ****** ***** *********
  
  On August 28, 2023, *** ***** contacted Black Hills Energy to start service at *** ******** ******* ****** ***** ********. The agent advised *** ***** due to the large balance for the premise, prior to starting the service, a copy of his lease is required. The agent provided instructions to *** ***** to submit the lease via the Black Hills Energy website.
  
  On August 28, 2023, *** ***** submitted his lease via the Black Hills Energy website. The lease was forwarded to the Credit and Collection department for processing but was not processed in error.
  
  On September 8, 2023, *** ***** contacted Black Hills Energy requesting an update on the lease he submitted on August 28, 2023. The agent advised *** ***** there was no indication on the account the lease was received. The agent requested *** ***** resubmit the lease via the Black Hills Energy website. After the call *** ***** submitted the lease to Black Hills Energy.
  
  On September 11, 2023, *** ***** contacted Black Hills Energy. *** ***** inquired if his submitted lease had been processed. The agent advised *** ***** the lease has been received but has not been processed yet as these documents are processed in the order they are received. The agent advised *** ***** Black Hills Energy will call him directly once it has been processed.
  
  On September 12, 2023, the Black Hills Energy Credit and Collections department processed *** *****’s lease and called him to start service. The agent was unable to reach *** ***** but left *** ***** a voicemail advising him she had called, and requested he call back to start service.
  
  On September 12, 2023, a Black Hills Energy agent attempted to reach *** ***** by phone but was unable to reach him. The agent left a voicemail requesting *** ***** return the call.
  
  On September 12, 2023, *** ***** contacted Black Hills Energy regarding the missed calls he received. The agent advised *** ***** the lease has been processed, apologized for the delay, scheduled a same day start of service order, and waived the $15.00 connection fee.
  
  On September 13, 2023, a Black Hills Energy agent attempted to reach *** ***** by phone but was unable to reach him. The agent left a voicemail advising *** ***** she called.
  
  On September 13, 2023, a Black Hills Energy agent sent *** ***** an email, apologizing for the inconvenience he experienced.

  
  We understand *** *****’s frustration regarding this experience in getting his utility service started. Black Hills Energy apologizes for the breakdown in the process and are taking the incident as a learning opportunity and are working to make adjustments in our processes to ensure this does not occur again.
  
  Please reach out if you have any additional questions.
  
  
  Thank you,
  
  ******* *****
  Customer Experience Program Manager
  Black Hills Energy
  

   

• Initial Complaint

  Date:07/13/2023

  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 complaint is in regards to black hills energy placing a deferred balance on my account. This is copied and pasted directly from my bill. "You have a deferred balance of $167.91
  The deferred balance is the difference between your actual charges over
  the last 12 months and your Budget Billing amount paid during that time." The problem I have with that is that I have only had service since january. So I haven't had service for 12 months for them to charge me for. I called them and inquired about this. And they told me they don't base that on the customer's usage. it's based on the usage for the home, regardless who has service. So what that means is I am being penalized for the previous tenants usage. How is that legal? how can I be responsible for the usage of someone I don't even know? They should only be allowed to base that on the actual time I had service if it's less than 12 months. Would you please help me with this? I do not feel I should be responsible for anything that was used before january 2023. I will copy and past my account info:
  ***** * *******
  Account: **** **** ** Service address: *** ***** ** ************ ***** 
  Here is their contact info:
  ******************** ********************************* ************ Thank you,
  ***** *******

  Business Response

  Date: 08/31/2023

  *** ******* has contacted the Better Business Bureau regarding the
  deferred balance Black Hills Energy has added to his natural gas account for
  *** ***** ******* ********** ********. *** ******* states the deferred balance
  is the difference between the actual charges over
  the last 12 months and the Budget Billing amount paid during that time. Mr.
  Johnson states he moved in January of 2023 and should not be billed for
  the last 12 months since he has not lived there the past 12 months.

  On Jan. 11, 2023, *** ******* contacted a Black Hills
  Energy contact center agent. He inquired why his bill was $189.62. The agent
  explained the usage is in line with historic usage for his address and
  explained the increase in the cost of gas. The agent suggested enrolling in
  Budget Billing. The agent explained Budget Billing
  is a free, stable payment plan that provides more predictable bills by
  averaging the amount the customer pays each month. This allows customers to
  avoid spikes in their bill caused by seasonal changes in how much energy is
  used. The monthly bill is based on the average usage over the past 12 months.
  The budget amount will only be updated if the actual usage changes by 10
  percent or more. The front page of the monthly bill provides the deferred
  balance. The deferred balance is the difference between the actual
  charges and the Budget Billing amount paid during that time. *** ******* agreed to enroll in Budget Billing. The agent advised the
  monthly Budget Billing premium is $106.00 per month and enrolled the account in
  Budget Billing.
  
  On July 17, 2023, *** ******* contacted the Black Hills Energy contact
  center regarding his Budget Billing questions. The agent attempted to explain
  how Budget Billing works. *** ******* would not allow the agent to speak and
  requested his account be removed from Budget Billing. The agent advised Mr.
  Johnson his account is no longer enrolled in Budget Billing, attempted again to
  explain Budget Billing but *** ******* disconnected the call.

  On July 24, 2023, *** ******* was sent an email in response to this complaint
  explaining how Budget Billing works and was offered a payment arrangement. On
  July 27, 2023, *** ******* replied to the email still confused on his billing,
  Black Hills Energy responded with a detailed explanation that also included his
  monthly account history from January 10, 2023, through July 27, 2023.

  On July 28, 2023, *** ******* contacted a Black Hills Energy contact
  center supervisor, they explained Budget Billing in detail to help him
  understand the amount of the deferred balance due of $167.91 after *** *******
  had previously removed the Budget Billing on July 17, 2023. *** *******
  disconnected the call, the Black Hills Energy contact center supervisor tried
  to call him back, there was no answer, and a voicemail was left.

  Currently *** ******* has a current amount due on September 1, 2023, of
  $195.29. Black Hills Energy does show on August 23, 2023, a representative with
  NADC called in to advise they will be mailing a check to pay $191.00 for *** *******,
  no payment has been received as of today.
  
  Thank you,
  
  Black Hills
  Energy

  Customer Answer

  Date: 08/31/2023

  First of all they are getting paid what th byey billed me. So it's really pointless for me to even say anything. But the fact is, as stated in their response, Budget billing is there past TWELVE months averaged. And again, as stated in their response, I have only had service since January 2023 and this is currently Aug, not sure how they add where y'all are. But we call Jan-Aug 8 months not twelve. So tell me. Where did they get the other four months from? Cuz it isn't my usage. They said it was all explained to me. But I assure you. At no time did anyone tell me I was going to be paying my bill that's based on someone else's usage. I absolutely would have never agreed to that. And as for them saying it was explained. Those phone calls are recorded, according to the recording you hear when you call them

  Now since I was not fully informed nor was I properly informed how they calculate the bill regardless how long you have lived there. With that being the situation it seems the error is on their part, blame the employee that signed me up without fully explaining. But still their employee so therefore their responsibility. I feel they need to absorb the loss on this one and refund the money that got paid on a bill that never should have been. Maybe next time they will properly train their employees to do their job right. 
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/10/2023

  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 have energy assistance on my electric bill and black hills has not been using my energy assistance and charging me every month until it expired and they sent it back the money to the ******** ** ****** ******** and sent me a disconnect notice and wanted me to pay the remaining balance which should have been covered by using the energy assistance but the account has been in adisarray since winter started 2022 when the energy assistant program started they put the money on **** which is not even accumulating any energy and my account's been all in a messed up and now the money has been sent back and I am stuck trying paying the bill which I had covered they also charge me an extraordinary amount for a single person and that I don't use much electric I also ask them to look into that and now I put a complaint in 3 weeks ago and still have not gotten an answer just to disconnect notice. This disconnect is notice that I submitted a picture of does not show anything of my energy assistance that was left and that it did not expire until April 30th of 2023 and I know that from the person that I talk to at Black Hills but it does not show it on the bills.

  Business Response

  Date: 05/30/2023

  Mr. Roger ****
  is concerned about his Energy Assistance funds crediting his account and a disconnect
  notice for his property located at **** *** * ** ***** ***** ********.
  
  Mr. **** has
  two accounts with Black Hills Energy, both with the same account number. One service
  agreement is attached to his home, the other to his well meter. When Mr. ******
  energy assistance came through, it was attached to his well account, instead of
  his primary electric account attached to his home.
  
  On April 26,
  Mr. ****** daughter Nicki called in to say they had received a disconnect
  notice for Mr. ****** primary account. His well account had a credit balance of
  $****** and his primary account had a past due balance of $******.  During the next several weeks, messages were
  sent to the billing department to investigate the issue and Mr. ******
  disconnect was put on hold until the investigation was completed.
  
  On May 24, 2023,
  a Black Hills Energy agent was able to split Mr. ****** two accounts and
  transfer the Energy Assistance funds to his primary account attached to his
  home. The disconnect on his account was cancelled and the billing was
  straightened out.
  
  We apologize
  for any inconveniences or confusion this has caused and encourage Mr. **** to
  contact Black Hills Energy should he have any further questions.
  
  
  Thank you,
  Natalie *****
  Black Hills
  Energy
  Customer
  Experience Program Manager

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not see where the remainder balance of ****** energy assistance  was applied to the bill. I also would like taken into consideration  of the amout of time my daughter Nicki Has put into fixing this problem  she has called way more the the 1 time if you look back on the reports you could see it's hours of her time.
  
  Sincerely,
  
  
  
  Roger ****

  Business Response

  Date: 06/19/2023

  Mr. Roger ****** Energy Assistance funds balance of $******
  was transferred to the Energy Assistance bucket attached to his primary
  account, ********** on May 25, 2023. On May 25, 2023 a transfer was made to the
  balance due of $****** from Mr. ****** Energy Assistance funds. The Energy Assistance
  bucket has a remaining balance of $****** to be used towards future bills. On June
  8, 2023, Mr. **** made an EFT payment to his account in the amount of $******. Mr.
  ****** account currently has a credit balance of $******. If Mr. **** would
  like a refund of this payment, we welcome him to contact Black Hills Energy to
  process that request.

  
  We know this was a frustrating process and appreciate the
  time and energy his daughter, Nicki contributed to straightening it out.

  
  As a side note, Mr. **** has been approved for and enrolled
  in BHEAP, the Black Hills Energy Assistance Program, as of May 31, 2023. Mr.
  ****** new monthly bill will be $***** and this enrollment will expire on May
  23, 2024. 

  Please reach out if you have any further questions or concerns. 

  Thank you, 

   

  Natalie *****

  Black Hills Energy

  Customer Experience Program Manager

  Customer Answer

  Date: 06/19/2023

  
  
  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,
  
  
  
  Roger ****

• Initial Complaint

  Date:05/04/2023

  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.

  I called to make a payment over the phone and was told by the employee I spoke with that if I paid online with my credit card I would not have to pay the service fee that they charge for payments by phone. I went to the website, and was still required to pay the fee. Plenty of other businesses have payment systems that did not require a service fee. If this business chooses to not to use a system that is free for their customers, their employees can't just tell customers that it is free. The service fee amount needs to be credited to my account, because it is against the law to tell someone a service is free and then make them pay to use it, no matter the amount. Legally, that is false advertising. I am not going to let this go, because as far as I'm concerned, I was lied to. I'm going to continue to escalate this until it is resolved. I'm not talking "no" for an answer. The service fee amount is to be deducted from my next bill, and this is non-negotiable.

  Business Response

  Date: 05/04/2023

  Ms. ********* is inquiring regarding the charge by Black Hills Energy vendor ******** for the charge of $**** for paying with a credit or debit card. Ms. ********* contacted Black Hills Energy on May 3, 2023, in regards to make a payment on her account. Ms. ********* was informed by Black Hills Energy representatives in two separate phone calls that if she makes a payment using a credit or debit card, regardless if on the phone or online, that there would be a fee of $**** for making the payment through this ******** service. Ms. ********* requested that Black Hills Energy not access the fee, stating she was previously told an online payment would not incur the fee. Both Black Hills Energy representatives apologized and informed Ms. ********* of all available payment options, including the options to pay online with a checking or savings account at no charge. However, after speaking to both representatives Ms. ********* proceeded to make the payment using the ******** service and through that transaction did agree to pay the $**** processing fee.

• Initial Complaint

  Date:05/03/2023

  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.

  4.18.23
  Service was shut off 2.28.23 & moved into new apt 3.1.23
  Property owner paid for month of March service
  Documents say only $*** is owed.

  Business Response

  Date: 06/20/2023

  June 20, 2023 
  
  RE:
  Complaint Shadae * ****** 
  
  Ms.
  ****** is concerned with charges being assessed after
  the date she moved out of **** * ******** **** ******* ********. Ms. ****** states she moved from the property on
  February 28, 2023. 
  
  On December 24, 2020, Ms. ****** called
  to start service in her name at **** * ******** **** ******* ******** starting December
  29. 2020. Service remained in Ms.
  ******** name until April 11, 2023. No communication was received
  from Ms. ****** between November 7, 2022, to April 20, 2023. 
  
  On
  April 20, 2023, Black Hills Energy received an email from Ms. ****** stating, she
  was not going to pay the bill for $****** since
  she moved out in February.  
  
  On
  May 3, 2023, Black Hills Energy contacted the landlord, Suzy ******, by phone. Ms. ****** said she would accept all utility charges for **** * ******** **** ******* ********,  from February
  28, 2023, to
  April 11, 2023.  The amount
  was $*****. On April 12, 2023, the balance on Ms. ******** account
  was $******. On May 3, 2023, the amount of $***** was
  transferred from Ms. ******** account to Ms. ******** account. This brought the final balance
  of Ms. ******** account to $******. 
  
  On
  May 17, 2023, Black Hills Energy received
  a payment of $****** from Ms. ******. This left a credit balance of $*****. A refund check
  is being processed and will be
  mailed to Ms. ******.

  If you require any further details or assistance, please reach out at your convenience. 

  Thank you, 

  Natalie *****

  Black Hills Energy

  Customer Experience Program Manager

• Initial Complaint

  Date:03/29/2023

  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.

  I ended my utility service with black hill energy through their online portal in January and should have only received a final bill from them at the end of the month. It’s March and I’m still receiving energy bills. Throughout having them as an energy provider their online portal has never worked with the auto payment so it’s no surprise when you cancel your service online that doesn’t work either. They’ve billed me for the month of March after not living in the apartment for two months and I’m refusing to pay the bill when it’s their fault that their website doesn’t work.

  Business Response

  Date: 05/12/2023

  May
  12, 2023
  ***** ******
  Better
  Business Bureau
  
  Dear
  Ms. ******:
  RE: ********, Trenton
  ******
  
  Mr.
  Trenton ****** is concerned about his utility service ending and receiving a
  final bill for his property at **** ******* **** ** ******* ********.
  
  On
  March 21, 2022 Mr. ****** contacted Black Hills Energy to start electric
  services in his name at **** ******* ****. A Black Hills Energy agent completed
  the service request for him and scheduled an actual read of his meter on March
  28, 2022.
  
  On
  March 29, 2023, a Black Hills Energy agent reached out to Mr. ****** to discuss
  his concerns. Mr. ****** stated he scheduled a Turn off service on the Black
  Hills Energy website in January of 2023. The agent advised Mr. ****** that
  there was no Turn off service requested reflecting in our record and that Mr.
  ****** would be responsible for the final billing. The agent then advised that service
  at **** ******* **** did show transferred out of his name on March 11, 2023 and
  he would be responsible for the outstanding bill until that date.
  
  On
  March 30, 2023, a Black Hills Energy agent responded to an email from Mr.
  ****** that stated he was upset about being billed for services after he cancelled
  his service in January. The agent stated that we do not have record of a Turn
  off request and that services were transferred out of his name on March 11, 2023,
  with a final balance on the account of $***** due April 3, 2023. The Black
  Hills Energy agent provided a link to the Turn off/Turn on self-serve option on
  our website for future reference and advised of other self-serve links,
  including payment options.
  
  We
  appreciate Mr. ******* effort to end his service at his previous residence and
  welcome him to reach out with any other questions or concerns.
  
  Please
  reach out if you need anything further.  
  

  Sincerely,
  
  Natalie *****
  Customer Experience Program
  Manager

• Initial Complaint

  Date:03/07/2023

  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.

  I have been paying my Black Hills energy each month to the best of my knowledge. The bill came and I paid what it reflected. Apparently, the meter was broken for 16 months so I was not being charged what I should have. I was completely unaware of this problem and it was not brought to my attention until February when I was made aware that I was being charged $*** for the mistake. When I contacted them, they said I am being billed for 6 months of missed usage instead of the 16 months. While I understand this, I don't think it is fair to ask me to come up with an additional $*** for a mistake that was not my fault. I ** * ****** *** *** cannot afford this energy bill but they are unwilling to own their mistake and not put it on me. I contacted them through email, chat and via phone. I keep getting the same response.

  Business Response

  Date: 03/31/2023

  Rebecca ***** is concerned about her natural gas meter not
  reading correctly and being billed for previous usage.

  
  On January 13, 2023 it was discovered that Ms. ***** meter
  was reading zero consumption. During a meter check order on January 18, 2023,
  the technician discovered that the meter was not registering and was not measuring
  her consumption for the past 16 months. According to the Black Hills ******** Gas
  Tariff, “If a meter is found not to register, registers intermittently, or
  partially registers for any period, the Company shall estimate a charge for the
  gas used, but not metered, by averaging the amounts used over similar periods
  preceding or subsequent thereto or over corresponding period in previous years.
  The period for which the utility charges the estimated amount shall not exceed
  six months. The Customer will be allowed a payment arrangement for the number
  of billings corrected.”
  
  On February 10, 2023, a Black Hills Energy agent called and
  left a voicemail for Ms. ***** to talk through details of her readjusted bill.
  On February 24, 2023 Ms. ***** reached out to Black Hills Energy via chat to
  discuss her rebill. At that time, a six month payment arrangement was offered to
  which Ms. ***** did not respond and the chat was suspended. Three days later, an
  agent received an email from Ms. ***** about her rebill at which time a payment arrangement
  was offered and information on Payment Assistance was included in the response. A second chat
  was initiated by Ms. ***** on March 6, 2023 regarding her rebill. The agent explained
  the issue with the meter and Black Hills Energy billing guidelines and
  explained that she was only being billed for six months of her 16 month usage.
  The agent apologized and offered a payment arrangement again. Ms. *****
  requested call from a supervisor.
  
  On March 6, 2023, a Customer Resolution Specialist reached
  out to Ms. ***** to discuss her concerns in detail. The agent offered several
  times to set up a payment arrangement, and also offered to extend the
  arrangement out to 12 months, to which Ms. ***** declined. Ms. ***** agreed to
  pay the bill when she was able.
  
  We apologize for any inconvenience the rebilling of Ms. *****
  meter has caused. We understand the impact of a higher than normal energy bill
  can have on a household and are here to help. If Ms. ***** would like to talk
  through the details of an extended payment arrangement, we’d be happy to assist
  her.

  Thank you, please let me know if you have any further questions.

  
  

• Initial Complaint

  Date:03/07/2023

  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.

  Over the years our energy bill has displayed false costs and charges. We know this because we own the home and have lived here for over * years, and have years of saved bills and comparisons they can not hide from. Black Hills Energy has made up false charges without warning causing immense harm and stress. ******** ** * **** ** ******* ** *** ********* **** *** ***** ** *** We are helpless, because they are our only electric/gas option so they are taking advantage and breaking laws as they do it. They soit out disconnect notices to scare you and intimidate. I tried to contact them and they did not read the contact information and sent a generic response.

  Business Response

  Date: 03/08/2023

  Primary drivers of
  higher energy bills this winter are natural gas costs. Upon review of Mr. ********** account, his billing is higher
  than the previous year for the billing period of February 1,2023 to March 3,2023
  winter heating season due to increased gas costs.  The cost of natural gas
  is often the largest portion of our customer’s bills during the winter heating
  season and it’s a pass-through cost – meaning we do not make money on natural
  gas, even when prices increase. Utility customers in much of the U.S. are
  seeing increased costs, due several contributing factors over the past year or
  two for increased cost of natural gas. 

  
  Mr. ******** states that
  Black Hills Energy is has made up false charges
  without warning causing immense harm and stress. Black Hills Energy is a
  regulated utility and governed by the ******* Public Service Commission (****).
  The **** is a rate setting agency that determines whether rates proposed by
  utilities are just and reasonable.  ******* law requires that rates,
  regulated utilities charge, are reasonable while allowing the utility an
  opportunity to generate revenue to keep them in good financial health. 
  The rate making process ensures the needs of customers are met while allowing
  the utility to collect costs from customers for its expenses and earn a fair
  return on its investment therefore making it impossible to gouge customers.
    Additionally, the **** requires transparency of charges on a
  utility bill to help customers understand what they are paying for.  
  This is different than many unregulated businesses where a final cost required
  of a customer does not display all details of the charges for service
  provided.  All line items on Black Hills Energy bills are filed and
  approved through the ****.  Black Hills Energy is in full compliance of ****
  rules for the rate making process.
  
  Black Hills Energy
  encourages customers to make energy efficiency improvements and offers rebates
  on a number of energy efficiency items such as smart thermostats.  Black
  Hills Energy also offers a Budget Billing program to help customers minimize
  impact from seasonal variances by averaging historical bills for their address
  over a 12-month period and would encourage Mr. ******** to participate in the
  program. 

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We have lived over here for years and years.

   

   

  The response provided is a standard response that they send to everybody else. We are not everybody else.  

   

  They have been claiming that excuses and hiking rates for over a year. I have * years of bills.

   

  My status shows im trending lower than last year on both gas and electric, but being charged more.

  
  
  
  Sincerely,
  
  
  
  Christopher ********

  Business Response

  Date: 03/16/2023

  Regarding Mr. ********** rejection of our previous response.
  Our records indicate that he has had service at the property located at 120
  McFarland since December 26, ****.
  Our response was based on studying both utilities billing
  to his account. During the study we found:
  The electric service at the property seen a decrease both in usage and in the billed amount from 2021.
  In 2021 the property used 10,107 kWh and in 2022 the property used 9,014 kWh this was a decrease of 10.8%.
  The electric billings also seen a decline from 2021 to 2022 of 8.84% in 2021 the total billed amount for electric service was $******** an in 2022 the total billed amount was $*******.
  The gas service at the property seen a decrease in usage and an increase in billing from 2021.
  In 2021 the property used 1,027 Therms and in 2022 the property used 921 This this was a decrease of 32.89% 
  The natural gas billings increased by 32% from 2021 to 2022. In 2021 the property was billed $****** for natural gas service where in 2022 it was billed $*******.
  The gas cost adjustment for bills issues between December 1,2022 thru February 28th, 2023, was 48.98% higher than the previous year.
  The gas cost adjustment change that went into effect on March 1,2023 is higher than.
  The Gas Cost Adjustment changes on a quarterly basis, when Black Hills Energy files an application to establish a projected Current Gas Cost to be included in its Tariff to be effective June 1, September 1, December 1, and March 1 of each year.
  
  Black Hills Energy understands the impacts higher gas costs have on customer’s
  budgets and works diligently to control costs and make prudent investments to
  deliver safe, reliable natural gas at a good value. We use a combination of
  methods to secure natural gas at the most reasonable price for our customers
  and will continue to do so going forward.
  
  

• Initial Complaint

  Date:02/15/2023

  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.

  On February 13, 2023, service people from Black Hills Energy showed up at my house. I did not have any prior notice from them, that they were going to be at my house. They left a note on the door that my son texted to me at work. The note stated that they turned off the natural gas to my house. I found out later that they had jumped my backyard fence to enter my backyard without permission. I called customer service during my work lunch break, and talked with Brenton. Brenton told me to pay $*** to turn the gas back on. I did pay the $***. That included the $*** for the bill, $** for the reconnect, and a made up $*** additional deposit (I believe this was a scam). Even though I called and paid the $** during business hours as the note stated, they still didn't schedule to reconnect it until the next day. Brenton told me that they only reconnect the next day and not the same day. They also charged me an additional deposit amount, even though I had already paid a deposit that was on file. To top it off, Brenton told me that an adult over 18 had to be present for the reconnect. ***** *** * ****** ******, the only adult is me. I told him that I couldn't take off work, but he said I would have to for the service. He said to me, "surely you know someone over 18 who can stay at your house for the serviceman". This was absolutely offensive to me ** * ****** ***. I don't know anyone over 18 who would come to my house for something like this. *** * ******** ** taking time off is difficult. *** **** ******* ** **** *** *** ****** ****** ***** ***** *** ** ***** **** ** ******** **** ** ********* Brenton also told me that the reconnect would happen between 8-5 and that they don't schedule specific times. So, I had to take the entire day off of work to wait on a service guy to reconnect my gas service. Now, they have ended the budget billing on my account. They say I now owe $*** more. This company needs to have consequences for taking advantage of people.

  Business Response

  Date: 03/08/2023

  Ms. ****** is concerned about the amount due on her account
  and Black Hills Energy turning off service at her home.

  Black Hills Energy sent Ms. ****** a Disconnect Notice on
  January 19, 2023, if the past due balance of $****** was not paid by February
  9, 2023. As a result of nonpayment, the natural gas service was turned off on
  February 13, 2023, additionally the budget billing was removed due to late pay history
  and nonpayment. Ms. ****** spoke to a Black Hills Energy customer service agent
  on February 13, 2023, where she was advised a payment of $****** was due
  immediately to reconnect and turn on her natural gas service. She paid the
  payment of $****** on February 14, 2023, and service was turned on this same
  date. However, the payment made of $****** was returned insufficient funds on February
  17, 2023, resulting in a balance currently due of $******** due by March 10,
  2023. Ms. ****** spoke to a Black Hills Energy customer service agent on March
  8, 2023, to review the payment arrangements she recently made on the account
  where she will begin on her March 17, 2023, billing statement by paying her
  current energy charges per month plus an additional $****** per month for the
  next ** months. A letter confirming this arrangement was sent on March
  7, 2023.

  If Ms. ****** has any questions on the account or would like
  to discuss the terms of the payment arrangement, please call Black Hills Energy
  at ************ Monday - Friday 7 a.m. - 6:30 p.m. MT.

  Customer Answer

  Date: 03/08/2023

  The response from Black Hills Energy is not correct and is unacceptable.  My service was turned off, and I had to pay a ridiculous amount of $*** to have it turned back on.  I also had to take a whole day off of work (*** * *******) to wait for someone to come into my house to turn on all of my appliances, including the heater!  ******* *** * ******* **** ** **** **** **** *** *** **** *** *** *** * *** ** **** *** *** **** ******** ******** ** * *******. Then, they ended the budget billing program that my account was in to help with paying the bill.  Now they say I owe $**** for natural gas service in ********.  This company is scamming people out of large amounts of money for a necessary service.  *** * ****** *** *** ******** who is not able to pay ridiculous bills like this!  In addition to this complaint, I have also filed a complaint with the ******** Attorney General for scamming people like me in ********.  Their response did not offer any recompense for their awful actions toward me.  I expect compensation for their actions.   

  Business Response

  Date: 03/10/2023

  As stated in the previous response, Black Hills Energy did inform Ms. ****** in the Disconnect Notice on
  January 19,2023, if the past due balance of $****** was not paid by February 9,
  2023, that natural gas service may be disconnected. The Disconnect Notice also
  gave an estimated amount to reconnect service if they were to be disconnected.
  As a result of nonpayment by Ms. ******, the natural gas service was
  disconnected as well as removal of budget billing as per the budget billing
  terms and conditions. Black Hills Energy does understand it may be an
  inconvenience for customers to have someone 18 years or older anytime natural
  gas services are turned on, however in interest of safely lighting all
  appliances in the home it is a necessary requirement. The natural gas service
  was disconnected at no fault of Black Hills Energy and therefore any time
  missed by Ms. ****** in order to be available during reconnection would not be
  reimbursed. The balance currently due of $******** is a result of past due
  payments, the returned insufficient funds payment of $****** plus current
  charges. To assist Ms. ******, Black Hills Energy has offered, and was accepted by Ms. ******, a
  payment arrangement on the account as outlined in the previous response.

  If Ms. ****** has any questions on the account or would like to discuss the terms of the payment arrangement, please call Black Hills Energy at ************ Monday - Friday 7 a.m. - 6:30 p.m. MT.

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: compensation has not been offered for missed work and for scamming me for more money than should be allowed for natural gas service.  This company has a monopoly and is demanding money they are not owed.  Yes, I had to make a payment arrangement because they are demanding $**** for natural gas service.  If I could use another company, I certainly would! 

  
  
  
  Sincerely,
  
  
  
  Elizabeth ******

• Initial Complaint

  Date:02/10/2023

  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.

  Every month they charge me a late fee. But every month I pay my bill in full completely. The due date of the bills says 2/14/23 and it already has a late fee attached every month. But I am attempting to pay it today 2/10. And this is the same every month. If they are collecting late fees they should be if I am paying late which is not correct. They are also charging me deposits every bill. I spoke last month about these charges and it was incorrect I was advised the last **$ charged was removed, it was stated it was for a repair service, but before this current address I had no gas account with them. The last property I had a gas account with them I had a credit when I ended my service and they sent me a check. It was a rental property as well so I wouldn't be responsible for any repairs to the property and wouldn't need a service that provided repairs. They are falsely charging charges to consumers. I want a refund of these charges and for them to stop over charging for services no acquired.

  Business Response

  Date: 03/03/2023

  The response of Black Hills Energy to Better
  Business Bureau (“BBB”) inquiry ********* as follows:
  
  Issue:
  On February 10, 2023, customer
  mentioned in complaint ********* contacted the BBB regarding their natural gas
  bill with Black Hills Energy (“BHE”). Customer states the BHE
  is charging them a late fee on their bill every month. Customer also states
  that BHE agreed to waive a portion of the deposit being billed on their account
  when they established service. Customer is requesting resolution.
  
  Facts:
  
  On January 26, 2023, customer contacted
  the BHE contact center to go review account balance BHE proved the customer
  with the total balance due of $****** and due date of February 14, 2023. BHE
  informed customer that they still had a balance of $***** owing on their
  deposit/customer disputed the last payment and BHE agreed to waive the final
  payment of the deposit.
  
  On February 10, 2023, customer contacted
  BHE center to make payment on account *** ********, customer provided
  confirmation number of payment.
  
  On February 10, 2023, contacted the
  BBB regarding their natural gas bill with BHE. Customer states the BHE
  is charging them a late fee on their bill every month. Customer also states
  that BHE agreed to waive a portion of the deposit being billed on their account
  when they established service. Customer is requesting resolution.
  
  On
  February 15, 2023, BHE attempted to contact the customer mentioned in BBB
  complaint *********, but the customer did not
  answer. BHE left a voicemail informing the customer that the previous agent had
  removed the final deposit payment from the account. BHE also informed the customer
  that late payment charges that carried over month over month, stemmed from the
  payment made on November 15, 2022, which was made for $*****, not the balance
  due of $*****. BHE informed the customer that BHE would issue a “one-time”
  customer care credit for the late payment charges totaling $****. The customer
  never returned BHE’s call regarding the adjustments. At this point, BHE considers
  the complaint resolved.
  
  Resolution:
  BHE waived the final deposit payment on the customers account totaling $*****.
  BHE would issued a “one-time” customer care credit for the late payment charges totaling $****.