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 Corporation

  1205 SW 37th St Grimes, IA 50111

• 

  Black Hills Energy

  PO Box 1400 Rapid City, SD 57709-1400

• 

  Black Hills Energy

  1731 Windhoek Dr Lincoln, NE 68512-1273

• 

  Black Hills Energy

  198 County Line Rd Palmer Lake, CO 80133

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:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  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,
  
  
  **** ******* office on 10/31/24 at 10:30. Told me to call their 888 number- wich I did. Their agent *** said I would hear from the Glenwood Springs office by the next Wednesday. I never heard back. I called the 888 number again on 11/21/24 and spoke with ******* She said she would elevate my need for the Glenwood Springs office to call me back, as she could do nothing about issuing a credit. Once again, I have heard nothing.

  Business Response

  Date: 12/09/2024

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

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

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

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/02/2024

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

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

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

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

• Initial Complaint

  Date:08/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/29/2024

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

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

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

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

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

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

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

• Initial Complaint

  Date:08/02/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  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,
  
  
  ******** ******

  Business Response

  Date: 08/26/2024

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

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

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

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

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

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

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

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

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

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

• Initial Complaint

  Date:05/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/20/2024

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

• Initial Complaint

  Date:05/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/29/2024

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

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

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

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

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

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

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

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

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

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

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

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