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

  105 S Victoria Ave Pueblo, CO 81003

• 

  Black Hills Energy

  1301 W 24th St Cheyenne, WY 82001-2601

• 

  Black Hills Energy

  PO Box 1400 Rapid City, SD 57709-1400

• 

  Black Hills Energy

  1731 Windhoek Dr Lincoln, NE 68512-1273

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:11/30/2022

  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 broke our water line for moving a gas meter. I had to fix our waterline and then doing so I accidentally broke the gas line now they are trying to bill me for the repair.
  

  Business Response

  Date: 02/06/2023

  Business Response /* (1000, 20, 2023/01/23) */
  On August 5, 2021, a contractor for Black Hills Energy relocated the meter and service line at ************************************* closer to the home. While moving the meter, the water line at the property was damaged. The Black Hills Energy contractor made a repair to the water line before completing the project. Black Hills Energy was never notified that the repair did not hold.
  On July 20, 2022, Black Hills Energy was alerted by Ms. ******* (account holder at ********************************) that Mr. **** hit the gas line. Upon investigation, Mr. **** was excavating to repair the water main and did not call 811 for locates prior to digging. ******** state statute § 14-271-112(b) requires two-day notification before digging for locates to be requested. Black Hills Energy replaced the damage section of the gas line and billed Mr. **** for the damages.
  On November 30, 2022, Mr. **** called Black Hills Energy stating he could not afford to pay the hit line damages. He asked for Black Hills Energy to reimburse him for the excess water usage and provided documentation to show the excess water usage. While the repair for the gas line damage will remain Mr. ****** responsibility, Black Hills Energy has agreed to reimburse Mr. **** for the excess water use due to the prior damage to the water line. Black Hills Energy requests Mr. **** always call 811 before digging to avoid future bills from damage and to contact Black Hills Energy immediately if there is an issue that we need to resolve on work we have completed.

• Initial Complaint

  Date:09/25/2022

  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.

  There is a $***** charge on my bill that was supposed to be credited a month ago. I have spoken to two separate representatives which assured me that my account had been credited yet as late as September 25 the charge was still on my bill, in order to preserve my credit I instructed my bank to pay the amount and they will be sending a check on September 27 since my bill was due on September 26.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 10, 2022/10/24) */
  On September 6, 2022, Ms. **** contacted Black Hills Energy to request her HomeServe coverage be stopped. On September 7, 2022, Black Hills Energy requested the HomeServe coverage stopped as of the last billing date on September 2, 2022. A credit of $***** was also applied to Ms. ****** account for Homeserve charges for the billing dates of August 4, 2022 through September 2, 2022. Due to processing time, the billing was not stopped until September 12, 2022. On October 21, 2022, a Black Hills Energy representative requested the charges of $***** from September 2, 2022 to September 12, 2022 be removed from Ms. ****** account. The representative also contacted Ms. **** and apologized for the inconvenience and advised her the correction will be reflected in her next billing cycle.
  
  
  Consumer Response /* (3000, 12, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My October bill did not reflect the credit of $*****. Will see if it is credited in November.
  
  
  Business Response /* (4000, 14, 2022/10/30) */
  In the initial response to Ms. ****, it was stated the credit would be applied to the next billing statement after the phone contact with her on October 21, 2022. The next billing statement will be created in November instead of October and will reflect the credit. The October bill had been created on October 5, 2022.

• Initial Complaint

  Date:09/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to establish service at my new address. When I initially called to inquire about whether I had a previous amount that needed to be paid to establish service I was told I did in the amount of $***** and that would need to be paid. I was also told there would be a deposit to establish service (amount was not disclosed at that time), but I was ensured by the representative that I could split up the amount over several months and have it added it my monthly bill. Now they are telling me they want $*** upfront to turn on my service and they refuse to do a payment arrangement on it. **************************************************** I've looked into assistance and I don't qualify. I've been without gas, which includes hot water for a month. Winter is coming and I have no heat ***********************************************. All I'm asking is some accommodations to get my gas turned on and they refuse to work with me. This is ******** customer service!
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 8, 2022/09/28) */
  Issue:
  
  On September 12, 2022, customer identified in BBB Case #********* filed a complaint against Black Hills Gas Distribution, LLC, f/k/a Black Hills Energy ("BHE") regarding the inability to obtain natural gas service at their new property, due to a delinquent bill. Customer stated that they were offered a payment arrangement for their past due balance and deposit, when they originally contact Black Hills Energy, but when they called back to schedule the turn on, the option to set up an arrangement and deposit arrangement were denied.
  
  Facts:
  
  On August 15, 2022, customer contact BHE to establish natural gas service. BHE advised the customer that a lease would need to be provided, as the customer was listed on a previous account with an unpaid balance of $********. BHE provided information on how to submit leasing information.
  
  On August 16, 2022, customer contacted BHE to establish natural gas service. BHE advised the customer that they would need to pay account balance $*******, plus a deposit of $******. The customer disconnected the call.
  
  On August 18, 2022, BHE received an email from customer requesting to set up natural gas service. Customer stated that they were previously told to only pay $*****, and the deposit would be split up. BHE replied that customer would be required to pay the deposit and a lease would be required on the balance of $********, before connection could be scheduled. If a lease was not provided, customer would be responsible for the account balance and deposit.
  
  On August 23, 2022, Customer contacted BHE regarding the connection of natural gas service. BHE advised that a lease had not been received. Customer stated they sent the lease about an hour ago. BHE informed customer that it takes 24-48 hours to review.
  
  On August 24, 2022, BHE received a lease from customer. Lease included customer identified in complaint #********* and customer that had the previous account balance of $*******. Both customers show living at the same residence and therefore, both customer are responsible for the usage.
  
  On September 12, 2022, customer filed a BBB complaint #********* against BHE regarding the inability to obtain natural gas service at their new property, due to a delinquent bill. Customer stated that they were offered a payment arrangement for their past due balance and deposit, when they originally contact Black Hills Energy, but when they called back to schedule the turn on, the option to set up an arrangement and deposit arrangement were denied.
  
  On September 14, 2022, BHE received an email from customer stating that they would still like service connected. BHE informed customer that they will need to accept charges of $*******, before service will be connected. Customer did not reply.
  
  On September 14, 2022, BHE received social media message from customer disputing that they resided at the residence where the charges for $******* occurred. Customer stated they moved in with a relative after a divorce and shouldn't be responsible. BHE informed customer that they need to provide proof of residency during that period before BHE will contact new service.
  
  On September 15, 2022, customer contact BHE to get natural gas service established. BHE offered to set customer up on a payment arrangement to split payments up over 12-months in the amount of $******, plus current months bills, but deposit of $******, must be paid in full. Customer paid $****** deposit and service request was entered to connect natural gas service.
  
  On September 16, 2022, BHE connected the natural gas for customer on 9/16/2022 at 2:40 PM.
  
  If customer still disputes the balance of $********. Customer will need to provide proof of residence before charges will be removed.
  
  Resolution:
  
  BHE set customer up on 1/12 payment arrangement for balance of $*******. Customer must pay $******, plus current months bill. Balance will not be removed unless customer provides proof of residency during the period in which balance was acquired.

• Initial Complaint

  Date:07/26/2022

  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.

  Received my bill today that had a additional $****** charge. Called to get this figured out. It was a bill from 4 years ago. To date, I never received a bill for this. Cheyenne told me they sent the bill to the address I moved from. I gave them my forwarding address & had my mail forwarded to my new address yet never rcvd a bill. Had 3 agents call about my past bill years ago & also gave them my forwarding address & still received nothing! She said I was also sent to collections which I never rcvd anything about from them. We had service at a previous address for 3 years & the bill never showed up on that bill @ that address not once! All of a sudden I now have another $****** on my acct to pay supposedly from 4 years ago which BHE never sent me any documentation of at any of my addresses that were given or any bills forwarded to those addresses & now 4 years later this change shows up out of no where. I feel like I am being scammed. There was no resolution by either the associate or supervisor except for me to pay a charge of $****** I have no record of or received no record of for 4 years.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/04) */
  The response of Black Hills Energy to Better Business Bureau inquiry ********** as follows:
  
  Issue:
  On August 1, 2022, customer contacted the Better Business Bureau ("BBB") regarding a previous bill from 2019, in which Black Hills Nebraska Gas, LLC, ("BHE"), transferred to their new account. Customer had lived at a different property in 2019 and the final bill had not been paid. Customer states in the complaint that they never received a final bill, even though they had provided it was provided to BHE. Customer has moved twice since the billing occurred in 2019 and had never received notification of the charges until the charges were transferred in June of 2015.
  
  Facts:
  
  On July 1, 2022, Customer called to turn on service. BHE updated personal information. Scheduled the order for the same date. Agent did not make customer aware of the write-off balance.
  
  On July 25, 2022, Customer advised they were not aware of debit transfer for $****** to their new account. On July 1, 2022, customer restarted service at a new address, and was advised of a connection fee and no other amounts due.
  
  On July 22, 2022, customer received their first month's bill with additional charge of $******. BHE confirmed the transfer amount was from a previous account, in which the customer resided. BHE
  confirmed and the customer asked for a supervisor and the agent escalated the call. The escalations agent advised of the bill, confirmed the amount is due. BHE offered to send copies of statements showing the charges and send a copy of the final bill's dated April 4, 2019, and May 5, 2019. The customer stated they did not receive any of the information and does not want old records and will not pay the debit.
  
  On August 2, 2022, BHE contacted the customer and advised that the final bill from 2019, had been mailed to that address. BHE apologized that they was not told of balance when they contacted BHE. BHE advised the BHE, will reverse the charge for the old debit of $****** as a courtesy because the customer was not informed of the balance due on multiple occasions. In addition, we have applied a courtesy credit of $***** connect fee, as the agent did not handle the call properly and inform the customer on July 1, 2022. The customer currently has a credit of -$*****.
  
  Resolution:
  BHE has reversed the charge from the previous account in the amount of $******.
  BHE reversed the customers connection charge of $*****, as a customer care credit.
  BHE discussed customer concerns with agents that the customer spoke with.