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

  105 S Victoria Ave Pueblo, CO 81003

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:02/06/2023

  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 two houses in ************ **
  I have energy contracts with Black Hills Energy. I cannot reach their Customer Service at all.
  Their Customer Service Number is ********** ****.
  They have over charged my last bill ****** and I have no way of contacting them. Twice I waited online over two hours and they, after having played music online for two hours hung up on me. This is very unfair.
  I need justice for the bills I pay.

  Business Response

  Date: 03/08/2023

  Mr. ************* is concerned about the higher amount of
  his recent bills at **** ** ****** *** and **** ** ******* **** in
  ************* **.

  Mr. *************** recent bills for the **** ** ******* ****
  address are as follows: February 22, 2023, billed amount of $****** for 29 days
  usage of 194 CCF, January 24, 2023, billed amount of $****** for 36 days usage
  of 213 CCF. He began service at this address on December 19, 2022. The usage
  during these months is consistent with usage during these same months in previous
  years for this address.

  Mr. *************** recent bills for the **** ** ****** ******
  address are as follows: February 15, 2023, billed amount of $****** for 29 days
  usage of 150 CCF, January 17, 2023, billed amount of $****** for 33 days usage
  of 184 CCF, December 15, 2022, billed amount of $****** for 29 days usage of
  122 CCF. The usage during these months is consistent with usage during these
  same months in previous years for this address.

  Natural gas costs and weather-driven usage are the primary
  factors behind the increased billed amounts Mr. ************* is seeing these recent
  months. Natural gas prices have increased substantially over the past year. The
  cost of natural gas provided to Black Hills Energy customers is a pass-through
  cost without any markup from Black Hills Energy.

  Additionally, customers have experienced more winter weather
  and colder temperatures compared to last winter. When temperatures outside are
  colder, customers use more energy to heat their home, even if the thermostat is
  set to the same temperature.

  Lastly, beginning June 1, 2021, The Storm Uri Gas Charge
  recover rates began. The February 2021 Storm Uri Winter Event consisted of
  unprecedented and sustained cold weather, resulting in record natural gas
  prices and potential system reliability issues. The Storm Uri Gas Charge
  recovers the cost of natural gas procured by Black Hills Energy during the
  unprecedented February 2021 cold weather event.

  Mr. *************** most recent bills reflect higher usage
  during the winter months and is consistent to previous years of usage for these
  addresses. I would recommend visiting blackhillsenergy.com for energy
  efficiency and savings tips to help reduce usage during the winter months. He
  can also view detailed energy usage by logging into his online account at
  blackhillsenergy.com. If Mr. ************* has additional questions or would
  like to discuss in more detail, please call Black Hills Energy at ************
  Monday - Friday 7 a.m. - 6:30 p.m. MT.

• Initial Complaint

  Date:01/25/2023

  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 RECIVED MY BILL FOR JANUARY AND I AM BEING CHARGED AROUND *** MORE ON THIS BILL.
  I ALWAYS PAY AROUND ** AND LOWER ON MY GAS BILL I TRAVLE OUT OF TOWN FOR MY JOB SO I AM NOT HOME VERY MUCH . THERE IS NO WAY I USED WHAT YOU ARE SAYING ON MY GAS BILL. THIS IS OUTRAGES !!!! THAT YOU TAKE AVANTEGE OF YOUR COUTOMERS THAT ALWAY PAY THERE GAS BILL ON TIME IN FULL. MY GAS BILL IS ****** AND DUE ON 2/9/2023. * ** *** **** ****** **** ***** ** ** ******   I WANT TO KNOW WHAT YOU ARE GOING TO DO ABOUT MY BILL !!

  Business Response

  Date: 03/08/2023

  Ms. ******* is concerned about the higher amount of her recent
  bills. Her recent bills are as follows: February 15, 2023, billed amount of
  $****** for 29 days usage of 123 therms, January 18, 2023, billed amount of
  $****** for 33 days usage of 137 therms, December 15, 2022, billed amount of $******
  for 30 days usage of 111 therms. The usage during these months is consistent
  with usage during these same months in previous years.
  Natural gas costs and weather-driven usage are the primary
  factors behind the increased billed amounts Ms. ******* is seeing these recent
  months. Natural gas prices have increased substantially over the past year. The
  cost of natural gas provided to Black Hills Energy customers is a pass-through
  cost without any markup from Black Hills Energy.

  Additionally, customers have experienced more winter weather
  and colder temperatures compared to last winter. When temperatures outside are
  colder, customers use more energy to heat their home, even if the thermostat is
  set to the same temperature.

  Lastly, beginning February 1, 2022, The Storm Uri Gas Charge
  recover rates began. The February 2021 Storm Uri Winter Event consisted of
  unprecedented and sustained cold weather, resulting in record natural gas
  prices and potential system reliability issues. The Storm Uri Gas Charge
  recovers the cost of natural gas procured by Black Hills Energy during the
  unprecedented February 2021 cold weather event. The charge will be recovered
  over a five-year period for all sales customers, excluding irrigation.

  Ms. ********* most recent bills reflect higher usage during
  the winter months and is consistent to previous years of usage for this address.
  I would recommend visiting blackhillsenergy.com for energy efficiency and
  savings tips to help reduce usage during the winter months. If Ms. ******* has
  additional questions or would like to discuss in more detail, please call Black
  Hills Energy at ************ Monday - Friday 7 a.m. - 6:30 p.m. MT.

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service 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.

  When I received my December 2022 Black Hills Energy gas bill, there was a "delivery" charge listed on my account. I called their support line (************) to ask what this charge was for because all the statement said was a delivery charge of $*****. When I spoke to customer service, they explained to me that it was the charge to literally bring the gas, from the gas meter (which is less than 50 feet to my actual house) to my home; she thought. I then asked when did this start and she explained to me that it has been there for sometime, Black Hills just re-structured how the statements look. I thanked her for her time. I then reached out to the Utility Commission, in the ****** office. I've been speaking to a lady by the name of Debra, in the consumer affairs division. She reached out to Black Hills to see if she could get a response from them. She was kind enough to explains that Black Hills Energy has three weeks to respond. Friday, Jan. 7th was the end of the three weeks and I still do not have an answer. I am just trying to find out exactly what this charge is for and is it allowed for a utility company to charge a delivery fee to bring the gas from the meter to the residence. I appreciate someone looking into this for me and please let me know the end result.

  Business Response

  Date: 03/02/2023

  Ms. ***** is inquiring about the category on the bill labeled Delivery and Distribution. On August 1, 2022, Black Hills Energy updated
  the design of the billing statements.  The purpose of the new design was
  to provide visual summaries and usage comparisons to help customers better
  monitor their costs and understand their energy usage.  To accomplish
  this, energy charges from the bill details were placed in categories with a
  description of the category and a total amount for each category.  While
  the items on the billing statement have not changed, they were organized in
  groups based on their purpose.  These are not new charges but rather a
  category for line items that were previously individual line items on the
  billing statements.  The Delivery and Distribution category includes
  utility operating expenses, technology, and equipment used in providing utility
  service and delivering natural gas through the pipeline systems to bring energy
  to Ms. *****' home.  

  Additionally,
  most of the line items categorized in the Delivery and Distribution section are
  volumetric.  Volumetric means as temperatures are lower and more natural
  gas is used, the line items will increase based on usage.  

  Ms. *****' most recent bills reflect higher usage during the winter months and is similar to previous years of usage for this address. I would recommend visiting blackhillsenergy.com for energy efficiency and savings tips to help reduce usage during the winter months.

  Customer Answer

  Date: 03/02/2023

  
  
  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,
  
  
  
  Leslie *****

• Initial Complaint

  Date:01/17/2023

  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 recieved a bill from Black Hills energy for services rendered in Nov 2022 for a property I sold in 2015. At the time I sold the property, I contacted Black Hills customer service via hone and informed them I had sold the property and needed to terminate all services in my name. I was informed that all services had been terminated and I settled my final bill. In Dec 2022 I recieved a notice via email that my payment was over due. Upon contacting Black Hills customer service via phone, I was informed that there was a Landlord Agreement (Never signed by me) on file which is why I was receiving the bill. I informed them that I had sold the property over 7 years prior to the bill, and offered to send the sale documents as proof. It was suggested that I contact the realtor and have them track down the person responsible for the bill.
  
  My stance is that I am not responsible for a utility bill for services over 7 years after I sold the property. The customer service agent who I spoke with in 2015 did not terminate all services under my name per my request, therefore I am not responsible for the bill. The account number in question is **********. I can provide the the home sale documents upon request.

  Business Response

  Date: 03/02/2023

  Mr. **** submitted a Better Business Bureau complaint for Black Hills Energy regarding a property that he sold in 2015. In reviewing the account it was found the customer still had an active landlord contract on file and was never cancelled when he sold the property, which requires a written cancellation form. A letter informing Mr. **** of the landlord revert was sent to him on November 8, 2022. On December 19, 2022 Mr. **** contacted Black Hills Energy to discuss the bill he received for $*****, a Black Hills Energy representative explained that he still had an active landlord agreement and provided information on how to cancel. December 21, 2022 Black Hills Energy received the landlord contract cancellation from Mr. **** that was submitted through our online website at BlackHillsEnergy.com. As a one time courtest Black Hills Energy as of March 2, 2023 has removed the $***** balance, leaving a remaining balance of $0.00 and no further payment is due.

• Initial Complaint

  Date:01/15/2023

  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.

  From the months of May to November my usage of natural gas was low and my bill was low. My December and January bill now too is double that of what it was in November. On my January bill there is an *****$ delivery and distribution charge. The delivery charge itself is 75% of the dang bill! The same thing for my December bill when I checked it. I feel like I am being over charged and charged for something I don't remember getting a notice about that I should be charged for: delivery and distribution. I would like this to be looked into promptly!

  Business Response

  Date: 03/02/2023

  Ms. ********* is concerned about the amount of her recent bills and the category on the bill labeled Delivery and Distribution. On August 1, 2022, Black Hills Energy updated the design of the billing statements. The purpose of the new design was to provide visual summaries and usage comparisons to help customers better monitor their costs and understand their energy usage. To accomplish this, energy charges from the bill details were placed in categories with a description of the category and total amount of each category. The categories combine line items that were previously individual line items on the billing statements. The Delivery and Distribution category includes utility operating expenses, technology, and equipment used in providing utility service and delivering natural gas through pipeline systems to bring energy to Ms. *********** home. 

  Additionally, most of the line items categorized in the Delivery and Distribution section are volumetric. Volumetric means as temperatures are lower or more natural gas is used, the line items will increase based on usage.

  Ms. *********** most recent bills reflect higher usage during the winter months and is similar to previous years of usage for this address. I would recommend visiting blackhillsenergy.com for energy efficiency and savings tips to help reduce usage during the winter months. If Ms. ********* has additional questions or would like to discuss in more detail please call Black Hills Energy at ************ Monday - Friday 7 a.m. - 6:30 p.m. MT.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My hot water heater stopped working on Dec 10. On December 11 I had a plumber friend come look at it. He cleaned a part, and it was working again. On December. 14th it was no longer running.. contacted a different friend of mine that does this for a living. He came over snd cleaned the same part a little more extensively and it was working again until the evening of December 17. I called Black Hills energy on December 18 as for I have a service guard plan through them on my appliances. I told them what was wrong. They scheduled me the next available appointment which was Tuesday, December 20. The technician came out and said that it needed a part which they had to order. And the part was supposed to take four business days he told us we could call this number that he gave us and have it expedited for a $** charge and it would be here overnight so we did that with the holidays we wanted to ensure that we had hot water With the family that we had in town the part came on December 21 at 2:30 in the afternoon. I contacted Black Hills to have a technician come out and put the part on and they told me the soonest they could come was December 30.. so I have the piece sitting at my house that could fix my hot water and they're not gonna come for nine days. I asked to speak to a supervisor to get a sooner appointment, no luck. I have my friend put the part on. It does not fix it there a tech comes out on the 30th says it needs a different part he orders it it's supposed to take two business days. The part arrives on January 4. I called them they tell me the soonest they can come out is January 10 six days later have my friend come over on the evening of the fourth put the part on it's still not working. I've been without hot water for a month, and Black Hills energy does not feel that this is a priority to where they need to fit me in and get it fixed in a timely manner. ********************************* it's unacceptable to pay an extra cost every month to get nothing
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2023/01/13) */
  The response of Black Hills Energy to Better Business Bureau ("BBB") inquiry ********* as follows:
  
  Issue:
  On January 9, 2023, customer mentioned in complaint ********* contacted the BBB regarding their Service Guard Plan with Black Hills Energy ("BHE"). The customer mentioned that their water heater was not working properly, and they had a personal plumber attempt to fix it and continued to experience problems. The customer contacted BHE to complete the repair on December 20, 2022, and it was determined to that a part needed to be ordered to complete the repair. BHE installed this part on December 30, 2022. On the December 30, 2022, BHE determined that another part was needed. The part was delivered on January 4, 2023. The customer contacted BHE to complete this installed. BHE informed the customer that the next available day would be January 10, 2023. The customer is requesting BHE's assistance with completing the repair.
  
  Facts:
  
  On December 19, 2022, customer contacted BHE to request a water heater repair order due to no hot water.
  
  On December 20, 2022, BHE dispatch technician to the customers property and determined a power vented needed replaced due to broken combustion shut off valve. Part was ordered from *****.
  
  On December 21, 2022, customer contacted BHE inquiring about part install appointment scheduled for December 30, 2022. BHE informed customer was on a waitlist due to weather. Customer became upset and request a supervisor. BHE transferred the call and informed customer that due to weather conditions BHE had limited ability to respond to orders, other than gas leak emergencies. BHE informed customer that they could put them on a waitlist and as availability opened, BHE could move the order ahead. Due to delay in service response, customer contacted their friend to install the part. The repair completed did not fix the problem. BHE believes that the additional repairs that were required were in response to the repair the customers friend completed.
  
  On December 30, 2022, technician arrived at customers home and found the water heater was short cycling and ordered a pilot assembly. Customer informed tech that if there is will be extended amount of time between order and install, they would complete the install themselves.
  
  On January 4, 2023, customer contacted BHE to inform them that they received the part and needed it installed ASAP. BHE informed customer that the next available day was January 9, 2022. Customer informed BHE that she has been without hot water since December 12 and wanted to have someone come sooner. BHE sent request to move customers order up in priority if time allowed.
  
  On January 9, 2023, customer mentioned in complaint ********* contacted the BBB regarding their Service Guard Plan with Black Hills Energy ("BHE"). The customer mentioned that their water heater was not working properly, and they had a personal plumber attempt to fix it and continued to experience problems. The customer contacted BHE to complete the repair on December 20, 2022, and it was determined to that a part needed to be ordered to complete the repair. BHE installed this part on December 30, 2022. On the December 30, 2022, BHE determined that another part was needed. The part was delivered on January 4, 2023. The customer contacted BHE to complete this installed. BHE informed the customer that the next available day would be January 10, 2023. The customer is requesting BHE's assistance with completing the repair.
  On January 9, 2023, BHE attempted to contact customer regarding the order scheduled for the January 10, 2022. The customer did not answer the call.
  
  On January 10, 2023, a technician arrived at the customers property and found the combustion shut off device broke again. Technician removed and inspected vent assembly and found that the wheel had build up on it. The technician attempted to clean, but unfortunately it still required new vent assembly. Another assembly was order from *****. A follow up order was created in the system to install the part once it arrives.
  
  On January 12, 2023, BHE was notified that the customer received their part. BHE scheduled the order as a priority same day order and sent a tech over to complete the order. The BHE technician installed a new TRD and combustion motor assembly. Cleaned out burner area and flue baffle. Blew down through air inlet at base. Customer may need high pressure air to blow down the inlet. Water heater was repaired and in working order when the technician left the property.
  
  Resolution:
  
  BHE scheduled the order as a priority same day order and sent a tech over to complete the order.
  
  The BHE technician installed a new TRD and combustion motor assembly. Cleaned out burner area and flue baffle. Blew down through air inlet at base. Customer may need high pressure air to blow down the inlet. Water heater was repaired and in working order when the technician left the property.
  
  BHE also provided customer with a month free of Service Guard due as a customer care effort.

• Initial Complaint

  Date:12/23/2022

  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.

  since 8/16/2022 Black Hills Energy has been changing an additional amount (usually **% of base bill) for what they call Delivery and Distribution charges.
  
  Up until then there was NO additional charge. It appears to me that they are just price charging people. What is this charge?
  
  ************************************************************************************
  
  Please Help Carl
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 8, 2023/01/13) */
  The response of Black Hills Energy to Better Business Bureau ("BBB") inquiry ********* as follows:
  
  Issue:
  On December 27, 2022, customer mentioned in complaint ********* contacted the BBB regarding their natural gas bill with Black Hills Energy ("BHE"). Customer states the BHE is charging a Delivery and Distribution charge that is **% of their natural gas bill and the charge was never their before. The customer feels that BHE is price gauging and is requesting an explanation of this charge.
  
  Facts:
  
  On December 27, 2022, customer mentioned in complaint ********* contacted the BBB regarding their natural gas bill with Black Hills Energy ("BHE"). Customer states the BHE is charging a Delivery and Distribution charge that is **% of their natural gas bill and the charge was never their before. The customer feels that BHE is price gauging and is requesting an explanation of this charge.
  
  On January 12, 2022, BHE contacted the customer and explained that the delivery and distribution charge is a charge based on the customer's natural gas usage and recovers costs associated with delivering natural gas to the home through the pipeline system. The customer said they were comparing the delivery and distribution charge on their current bill to their September bill, when the usage was much lower. BHE advised the customer that their usage was 12 therms in September compared to the current bill of 68 therms. The customer stated that they understood with the usage being approximately 6 times higher compared to September the delivery and distribution would be higher. The customer stated that they were confused because and didn't know how the charge was calculated and thanked BHE for taking the time to explain the charge. BHE suggested budget billing as a way to help manage their bill but the customer declined to enroll.
  
  
  Resolution:
  
  BHE contacted the customer and explained that the delivery and distribution charge is a charge based on the customer's natural gas usage and recovers costs associated with delivering natural gas to the home through the pipeline system. The customer said they were comparing the delivery and distribution charge on their current bill to their September bill, when the usage was much lower. BHE advised the customer that their usage was 12 therms in September compared to the current bill of 68 therms. The customer stated that they understood with the usage being approximately 6 times higher compared to September the delivery and distribution would be higher. The customer stated that they were confused because and didn't know how the charge was calculated and thanked BHE for taking the time to explain the charge. BHE suggested budget billing as a way to help manage their bill but the customer declined to enroll.
  
  
  Consumer Response /* (2000, 10, 2023/01/15) */
  All has been taken care of. You may close this complaint. Thank you.

• Initial Complaint

  Date:12/23/2022

  Type:Customer Service 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.

  No gas supply to my home *****************************. Unable to contact gas company by phone. No response to emergency calls. Phone says they are closed. What happens if you have a gas leak. Unable to get any information from gas company. Even the police department cannot reach them.
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 10, 2023/01/18) */
  On December 23, 2022, due to extreme cold temperatures an unexpected loss of gas pressure occurred on a natural gas line in *********************** impacting 389 customers. Black Hills Energy began working immediately to restore service to those customers. At 10:20 am, shortly after identifying the issue, Black Hills Energy began communication with customers impacted in ************* via a variety of communication channels including press releases, social media channels, email, text, and the Black Hills Energy website. Approximately 42 communications were provided to customers throughout the outage including providing updates approximately every 2-4 hours to update customers on progress toward restoring service. Black Hills Energy partnered with community organizations and churches to provide information to customers on warming stations. Black Hills Energy was in close contact with the Mayor of ************* and Emergency Responders throughout the outage to provide updates and address any concerns presented.
  Black Hills Energy is available 24 hours a day 365 days a year for emergency situations including gas leaks. On December 23, 2022, the message on our automated phone system stated we were closed for normal business but available for emergency situations. Contact center agents were answering all emergency calls coming in on December 23, 2022.
  We understand the concern for the outage during the cold temperatures. Black Hills Energy had crews out in the extreme temperature and even partnered with technicians in our surrounding states to come and assist with the outage. Black Hills Energy remains dedicated to providing safe, reliable service for customers.

• Initial Complaint

  Date:12/08/2022

  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.

  My husband and I have been working with Black Hills Energy for 2 months trying to get a gas line ran into a house that we are purchasing at ****************************. We contacted them in October someone came looked at where it was going and 2 weeks later we received a service line agreement which we signed the same day we received it and mailed it. We have been waiting ever since. The last 2 times I have contacted them I was told that it is supposed to be assigned to a project planner. Why is it taking 4 weeks to be given to a project planner? I called Black Hills Energy today and it still isn't to a planner and the lady on the phone couldn't understand why. She told me she couldn't do anything to help me that it was up to the ****** office. We have no contact person there and there building is locked. My husband and I are moving into this house soon I really would like heat! If you could help me we would be very grateful.
  

  Business Response

  Date: 01/09/2023

  Consumer Response /* (2000, 10, 2022/12/19) */
  The business contacted me and resolved my complaint. Please close this complaint.

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service 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 12/6/22 approximately 9:30 am two large trucks from ***************** Services pulled up to the side of my corner house. Without even asking permission to do so, tone of the trucks pulled into my driveway (sideways, between my newly built fence and garage door. They began placing a Black Hills pole by my Driveway on ********. I had accepted a job as a sub for noon- 4:50 pm *******************************************************************************************************************. *************************************************************************************************************************************************** I was in the tub getting ready, when the planned by Black Hills outage came. I was able to get out, throw clothes on, but not get ready for work, as it was "planned until 11:30". The first Black Hills rep I called did not even know there was an outage or pole, and actually told me I was mistaking. I got shut off on the second rep. I ended up having to call off of my job, and asked both the third party who was going to pay for that. Due to the fact NO ONE was pre-warned with door hangers, etc. that the power would be off, I was not able to pre-plan for this. It would be common consideration just to notify us, when Black Hills has a pre-planned outage! A simple door hanger last night would have been nice. The third party admitted fault and actually paid me $*** of my money, but I think that the treatment and non help from Black Hills is ridiculous. It was black hills responsibility to notify their customers of a planed outage. ****************************************************************************************************************************************************************
  

  Business Response

  Date: 02/06/2023

  Business Response /* (1000, 16, 2023/01/18) */
  Black Hills Energy strives to provide safe and reliable service to all customers. At times, it is necessary to have brief outages to upgrade or repair vital equipment to maintain service. We understand the inconvenience this can cause for customers and make every effort to communicate in advance, when we can, to alert of pre-planned outages. There are times and circumstances that may not allow for advanced notification. This was the case for the outage referenced by Ms. *****. Black Hills Energy apologizes for the inconvenience experience on December 6, 2022, and the lost income. The third-party contractor for Black Hills Energy has reimbursed Ms. ***** for the lost wage.
  Black Hills Energy has worked with our contractors to ensure respectful care of customer's property. Contractors often have to access electrical lines by using customer's driveways and right of way areas to perform the necessary work. We have addressed with contractors that when possible, speaking with customers to explain the work and access to property is important. Our contractors will work to communicate as they can.
  
  
  Consumer Response /* (3000, 18, 2023/01/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Just because the third party has issued a credit, does not mean Black Hills is off the hook. *********************************************************************************************************. They need to be giving prior notices! Every other company can use media! Why can't Black Hills?