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1.6 22 Reviews

Black Hills Energy Complaints Summary

2 Resolved
19 Unresolved
Our verdict: With Black Hills Energy's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Black Hills Energy reviews & complaints 22

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12:43 pm EST
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Black Hills Energy Service installation

Josh Yarbrough turned on my services this morning after just sending in a request for it yesterday evening. Very professional and quick. 10/10 recommend. Even made sure everything was working properly before leaving. Thanks Black Hills Energy!

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5:47 pm EDT

Black Hills Energy Service fee

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 do 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. 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. I am going to make it my mission to drag this company's name through the mud, because as far as I'm concerned, I was lied to. I'm going to continue to escalate this until it is resolved.

Desired outcome: My service fee needs to be credited to my account. This isn't the DESIRED outcome; this is the LAWFUL outcome.

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4:32 am EDT

Black Hills Energy Gas leaks

In November 2022 we started using the heater at 1145 S. Cedar St, #4 Casper Wyoming. Due to wind and debris in heater the pilot light blows out and the smell of gas is present. Black hills came out once to light pilot and detected no gas. Fire department came out twice and one fire man noted the smell of gas. The gas smell made me naseau. I complained to landlord and they sent out a man who lit pilot and left. Pilot went out shortly thereafter. Landlord sent me bill for 232.00 for heater repair. I can't pay so they gave me 7 day notice. I am homeless and apartment is already for rent on market

Desired outcome: Fine landlord and fix heater. I can smell gas coming from the entire apartment gas line

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Is Black Hills Energy legit?

Our verdict: Complaints Board's thorough examination reveals Black Hills Energy as a legitimate entity with notable strengths. Despite a 9% resolution rate on customer complaints, which invites a closer look, Black Hills Energy stands out for its commitment to quality and security. Clients considering Black Hills Energy should delve into its customer service record to gauge compatibility with their expectations.

Black Hills Energy earns 91% level of Trustworthiness

Perfect Trust Endorsement: Black Hills Energy achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Black Hills Energy. The company provides a physical address, 2 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Black Hills Energy has received positive review on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.

We looked up Black Hills Energy and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While Black Hills Energy has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 9% of 21 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • There was some difficulty in evaluating or examining the information or data present on the blackhillsenergy.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • We detected that blackhillsenergy.com is missing an SSL certificate, which is a cause for concern. Without an SSL certificate, the website may not be taking adequate steps to protect users' sensitive information. This can increase the risk of intercepted data being used for malicious purposes.
  • Black Hills Energy protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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12:18 pm EST

Black Hills Energy Billing

My name is Thomas D. Stauch, my service is billed in my wife's name, Roxanne R. Stauch. We live at 17017 Oakmont Drive, Omaha, NE 68136. My complaint only has to do with billing. My account number is [protected]. Since December, I have been billed a balance forward of $117.04. This bill was paid in December by check #2315, which you have cashed and was posted by my bank, 1st National Bank of Omaha, on 12/15/2022. You keep billing me for this amount even though it has been paid. Please resolve this mistake as soon as possible. My email address is [protected]@gmail.com and my phone number is [protected].

Sincerely,

Thomas D. Stauch

Desired outcome: Please stop billing me for a debt that I have already paid and you have received.

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10:32 am EST

Black Hills Energy High electric bill for a house that is closed up for the winter.

We have a rental house that is currently empty. It is in need of repairs so we closed it up for the winter. The home 3 brand new electric base board heaters that are set on 50. Last month our bill was $148. The new bill is $541.95. I spoke to a representative from Black Hills Energy and was informed that the meter was read and that is the amount of the new bill. She also stated that the amount we were being billed for was the average for homes in the area. However, an empty home using next to no electricity should not be charged the same as an occupied home using the normal amount of electricity. There are no lights on in the home, no appliances, no technology, nothing that could possibly bring our bill up that high. We believe that Black Hills Energy is simply charging us the average amount for a home in the area and not billing us based onthe actual amount of electricity used.

Desired outcome: An accurate bill

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2:55 pm EST
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Black Hills Energy Lack of customer service or customer care

How long is a reasonable wait time to speak with your customer service representative? How about 29 minitues and 32 seconds and counting.

It appears that the company cares very little about their customer in providing sufficient resources to timely respond to the customer's need.

And No, customer should not have to make request through internet, but rather it has to be an option. In case of electricity connection some customers may not have access to internet. Furthermore requesting assistance through the phone should not take half hour or longer.

There are other competent companies that perform identical task and manage it superbly. Example? Excel Energy.

This complain IS NOT about the personnel of Blackhills Energy. They are courteous and hard working in my opinion. This complaint is about poor management and lack of allocating sufficient resources to handle customer needs. Please hire few more people. You can charge a few more penny if needs be. At present you are certainly failing in providing a quality service at the management level.

Peace.

Desired outcome: Blackhills energy needs to set a goal to improve it's customer wait time (perhaps by setting short and long term targets). In my opinion anything greater than ten minutes is too much. Certainly 20 and 30 minutes are ridiculous.

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6:52 pm EDT

Black Hills Energy Black Hills Cares Utility Assistance

Black Hills Energy Cares Utility Assistance Program works with the Salvation Army's HeatShare Program to provide assistance to people. Over an entire fiscal year they ONLY helped around 200 families across the entire state of Nebraska. The Salvation Army Lincoln, NE took a $16,000 "Walk for Warmth" check from Black Hills Energy and deposited that entire amount into their "General Fund". In almost all 93 counties across Nebraska the Salvation Army used 0% of Black Hills Cares customer donations on assistance. task67.com for audio conversations and documents supporting my claims. Nebraska's Attorney General Doug Peterson has known about this going back to 2018 and decided not to do anything about it. Why?

Desired outcome: Forensic Audit into the Salvation Army's HeatShare and Black Hills Energy Cares Utility Assistance program in NE for the past decade.

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5:26 pm EDT
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Black Hills Energy Gas

You people left me on hold over an hour. My wife got sick of listening to your elevator music and called you and got through almost right away. So how do you explain that? We're calling to find out why we had a $53 bill when the gas valve isn't even open. The entire time I was on hold I was attempting to log into your website. It just spins around and around and around and doesn't load up. The Black Hills energy name makes you think you're dealing with a solid American company. Turns out you outsource everything to Pakistan just like everybody else. And we get a monthly fee for this? Must be Democrats.

Desired outcome: Suck it

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Brian Williard
, US
Oct 13, 2022 6:59 pm EDT

The Salvation Army's "HeatShare" program and Black Hills Energy Cares Utility Assistance program has stolen money across the entire state of Nebraska for a decade. Clients donate money on their electrical bills as well as BHE employee's on their paychecks to help people. They almost never do any of that. task67.com has audio and files proving this. I worked at TSA and they stole an entire $16,000 walk for warmth check meant to help people in the winter months. Deposited the whole amount into their general account. These are bad people.

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10:43 pm EDT
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Black Hills Energy Added fees beside actually usage

I recently moved here to Colorado. I am on Black Hills Energy. I originally signed up for average billing. Being elderly and disabled I live on 800.00 a month. I received my first electric bill which was for only 10 days. My bill was 100.00. I was floored. My actual usage was 10.00 for the week. I decided to go off average billing because I cannot afford 100.00 a month.
I then get my next electric bill and it was 81.88 ok not bad, but i read my bill and see that my actual usage was 457 kWh so I start reading. They apply 10 different charges. My actual usage was 45.70. I can understand the energy charge and maybe one or two more charges but 10? so my actual usage is 45.70 and the remainder are ridiculous obscure charges that I never imagined. There is even a charge for Purch Cap Cost Adj. Does anyone know what that is. I called Black Hills Energy who has the worst customer service and I asked this woman what all these charges are. All she could tell me is read the back of my bill. The Purch Cap charge was not on the back of the bill so i asked the woman and she had no idea what it is. How are the elderly and disabled supposed to pay our electric bill? Do I have to chose between medication and food or electricity. In other complaints about them I read "they are ruthless". So here I sit in an 80 degree apartment sweating because I cannot afford to run my A/C and there is no help unless you get a disconnect notice and then they cut off your service according to complaints. It is going to be 99 degrees this week so I sit in my oven apartment sweating and getting sick from the heat. How are they allowed to do that? Acct # [protected]

Desired outcome: some kind of finacial help? cut all the charges and only charge what they need to

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1:23 pm EST
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Black Hills Energy Gas bill

We had a rental property in Pueblo Colorado at 1101 Kennedy Street 81001. We were told that we had to have a landlord revert on our utility bill so we placed one on it. Back in November 2019 we sold the property and we called black hills energy, to remove the landlord revert on our account and close our account. Over one year later the utility bill reverted back to our name. And the utility company is trying to charge us even though we have not been the owners of that property in over a year. I have called and wrote them a letter with no response. I feel that we should not be responsible for a utility bill for the month of November 2020 when we have not owned the property in over a year.

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10:33 am EDT
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Black Hills Energy Request for 12 service installs

I have been attempting to work with Kla Watts since July 24, 2020. She evidently represents the new service installs for Riverton, Wyoming and nearby areas. She initially refused to provide any information as I did not own the property (under contract) and was, like any prudent developer, getting my costs identified so see if the project was solvent or what it would take. She has since ignored, refused, delayed or changed my service requests for another project in the County. This project is in construction phase and has mobile home units that will freeze if and when the temperature decides to plummet, which is way overdue. She wants to provide a 30 day estimate and delay construction a minimum of 28 days on this project and REFUSES any construction on the other project in 2020. My contacts with other employees echos the difficulty working with her and confirms she is not truthful as they claim installs can be done year round (with some changes to procedure). I have contacted two local propane companies as I must have heat in these units as soon as possible, and they are thrilled she is so uncooperative as they each are getting several calls a week from frustrated individuals that need gas and need it now. Fremont County, Wyoming is not a "hot spot" of construction activity, so she is maliciously using her "power" and is threatening, bullying, and manipulating things to her desires. I have attempted to contact her supervisor, Mark Schatza, but he ignores my requests. I am looking for assistance in locating someone that can work with me to get these services quoted, installed and resolved asap due to oncoming winter.
Copies of the email discourse are available upon request and with a valid address to forward them.

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11:41 am EDT

Black Hills Energy Requirements for service during covid-19

An individual left a hefty bill prior to her being evicted from property! We are now suffering the consequences! Black hills is requiring a DEED to the home to show ownership! The County building is closed due to COVID-19 by appointment only! This has been a complete nightmare! The Deed is in my sons name! As of 5-7-2019 He has not resided there since he was in middle school! Please Helpwe haven't had electricity for 4 days!

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Brian Williard
, US
Oct 13, 2022 6:56 pm EDT

The Salvation Army's "HeatShare" program and Black Hills Energy Cares Utility Assistance program has stolen money across the entire state of Nebraska for a decade. Clients donate money on their electrical bills as well as BHE employee's on their paychecks to help people. They almost never do any of that. task67.com has audio and files proving this. I worked at TSA and they stole an entire $16,000 walk for warmth check meant to help people in the winter months. Deposited the whole amount into their general account. These are bad people.

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12:23 pm EST

Black Hills Energy payment arrangements

After I was stuck with a huge energy bill after a broken window I wrote down the wrong date for my arrangement and paid it a couple days late by accident (which I will admit is 100% my fault). I paid the past due amount because I was told if I did so then I could put my current amount on a payment plan but that was a huge lie and now will have to scavenge to pay these bills with no assistance from black hills energy. Terrible company wish I had another option.

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8:17 pm EST
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Black Hills Energy gas

I was informed that as long as my account balance was at 0 that I can get a free reinstatement fee same night next day for zero charge. I was told this by two of their associates and when calling to turn on my heat today Tuesday November 12th of 2019 I was told that because they are 4 days packed full of accounts that need to be reinstated, that I have to pay $50 tomorrow or $80 tonight to have my gas installed. And when I confronted with a customer service about this and told them that I was informed by two other associates both one male and female that it would be zero I was told it was a lie. when I try to confront it and ask why they told me what they did I was giving attitude so I requested to speak to the manager. when she came on the phone she said the same thing with a snarky attitude she also was extremely disrespectful and discriminated against me as a single mother who lives paycheck-to-paycheck. Now you might ask how she disrespected me will let me tell you, I asked her what she would do in the situation that I am currently in. How would anybody feel if they were told that yes you can shut your gas off now for the summertime and turn it back on in the winter and it would be free. Sounds awesome right? Wrong! she and then tells me well I would not have let it get to that point and when I asked her what she meant she goes exactly what I said I would not have let it get to that point. not everybody has the luxury of not living paycheck-to-paycheck and the fact that she was extremely disrespectful and basically told me I was a [censored]y mother because I have a infant and a toddler at home and it is going to be in the negatives tonight that it's all my fault. And I told her when I was told by a male and female two different times that it would be free she said that there was no call history. Which is funny because I could get the call records for my phone that shows where I have called them and and that exactly what I have told them. And when I told her that I'm willing to go to corporate she said okay and hung up on me. I am not okay with this kind of treatment to your customers of this is how Black hills energy treats their customers than I do not recommend this to anyone at any time and their life.

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7:35 pm EDT

Black Hills Energy electricity

I am an independent, mature and positive girl. I remain a very good balance between my work and life. I live a happy but lonely life, I am tired of loneliness. I want to find a serious husband to build a warm home together. I will be a romantic and sweet wife. Are you willing to give your love and heart to me and let me to be the woman who can accompany you and love you forever?

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2:56 pm EST
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Black Hills Energy natural gas supplier

I have had no problems with Black Hills until I had a service call. At that point I was charged for a service they did not perform correctly. I have a written report on this incident that I will be glad to submit to interested parties. This is a problem with the training of the utility service personnel and I feel this protocol needs to be added to prevent this from happening in the future.

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1:34 pm EDT
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Black Hills Energy gas accident & repair

Where to do I start. Trying to work with this company as been a complete cluster... First, they didn't notify me that I owned them (thousands of dollars) because they opened a NEW account, with no paper billing. So the only notification I received was that they were putting me into collections. Wow
So once I determined I owned them, I got the insurance company engaged. That has nearly SIX MONTHS ago. BHE refused to send documentation that has been requested by the Ins. co., they REFUSE to provide me with updates, email and return phone calls. I'm considering seeking legal advice. And keep this in mind: I'm trying to get them PAID. You'd think that they would make this a priority to collect (thousands of dollars). Nothing but a cluster of keystone cops. Note: The local employees who can and fixed the accident were great. This complaint is directly targeted at the Corporate offices.

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Sarah Farley
, US
Nov 30, 2017 11:18 am EST

Hello, my name is Sarah Farley. I'm a journalist student at CU Boulder and I'm working with a team to write a story about Black Hills Energy and their customer service. I would love to talk to you further and include your experience in our story.
Please email me at safa3531@colorado.edu
Hope to hear from you soon!

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1:19 pm EDT
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Black Hills Energy Energy service

I moved into a new place on a month to month lease. The landlord did not pay utilities as agreed. I called when utilities got turned off and they tried to bill me for months that I was not in the house. I tried to work out a current payment since the date that I was in house as well as half of deposit. Instead of working with us on half of a deposit for two weeks until I could pay it they sent someone out to turn off my utilities. It seems that these people are more worried about arguing than reason. A full current payment was not enough. They wanted to nickel and dime about half of a deposit rather than giving us the utilities we need to survive. Great service Black Hills Energy. Now you have no payment and I have no utilities. Who wins!?!?!

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Sarah Farley
, US
Nov 30, 2017 11:18 am EST

Hello, my name is Sarah Farley. I'm a journalist student at CU Boulder and I'm working with a team to write a story about Black Hills Energy and their customer service. I would love to talk to you further and include your experience in our story.
Please email me at safa3531@colorado.edu
Hope to hear from you soon!

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3:00 pm EDT

Black Hills Energy Service guard

This company has the WORST customer service. Their Service Guard is a giant rip off! I am going on the 3rd week without heat. The part is sitting here ready to be installed. DO NOT fall for this! They don't give a crap about their customers. They know that you have no choice so they screw you every chance they get.

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alexanderdewayne69
, US
Mar 04, 2020 12:34 am EST

Black Hills does got con job i no i caught them in it and they lied about and it still on Black Hills Bill i be paying for it but i had to show proof of my income because my payment was returned for Insufficient funds but the fund was their but that was only part of the lie . I called my bank had them check to see if they was problem with checking account nothing i ask if i had any Bills come threw like Black Hills Energy like last month she look she nothing come threw . So i called Black Hills because they had charged me 30.00 return fee i ask about that they said it was the bank, maybe so but they problem and i told them my bank don't have no return fee they never have they said then you need to check with them it not up to us it fee they charge NO it fee you charge i can send a letter from my bank to prove you wrong .I was waived because they said you had funds in your bank after looking at account so they caught their self . Other con job is this warranty you get in mail don't do it it might be 5.86 to 6 .90 it a wast of money. They owed me 30.00 i called the over 7 or 8 times they always said the check is in mail never was it was lie that was in 2019 up to 2020 last time i talked to the check is mail was in Feb and that was lie my point is if they can't send out a 30.00 check then never pay for repairs or they come up with reason and all these years of paying down the toilet . it con job . Black Hills loves if handing out that money they hate you if you bust the lie and they never admit to . The company is about Money all company's are but greed took this one over and found ways to swindle people, don't fall for them warranty's or anything from Black Hills . i no i been there and i wish someone told me this it would have saved me some money .

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Sarah Farley
, US
Nov 30, 2017 11:19 am EST

Hello, my name is Sarah Farley. I'm a journalist student at CU Boulder and I'm working with a team to write a story about Black Hills Energy and their customer service. I would love to talk to you further and include your experience in our story.
Please email me at safa3531@colorado.edu
Hope to hear from you soon!

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8:54 pm EST
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Black Hills Energy gas being turned off

Called the gas Black Hills Energy because I smelled gas in my kitchen thinking they would help. Apparently I was wrong. Technician came by and said I had to lock up my dog before he entered my house. It took about 5 minutes which took too long because he said he had another house he needed to go to and couldn't wait any longer. ALREADY having my dog in his crate he still turned my gas off instead of just turning off the gas to my stove. I explained I have a 2 month old baby who can't go without heat since it's suppose to be in the 30s and his response was, "That's not my problem." I called the emergency number again and the rep wanted to speak with him and he just said no, got in his car then left! Called the emergency number again and even though the rep tried to help (and I really believe she did) after getting hold of the tech she came back on the line and said that from what the tech said he was going to turn my gas off anyway! The only help I was then offered was the phone number to the police department so they could help me find somewhere warm to stay for the night! Of course they weren't helpful either. So, now I'm at my house with my kids trying to find some place warm for the night. They were NO HELP at all! All I've gotten instead are problems and no place to go.

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Sarah Farley
, US
Nov 30, 2017 11:18 am EST

Hello, my name is Sarah Farley. I'm a journalist student at CU Boulder and I'm working with a team to write a story about Black Hills Energy and their customer service. I would love to talk to you further and include your experience in our story.
Please email me at safa3531@colorado.edu
Hope to hear from you soon!

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