Black Hills Energy reviews and complaints 2
View all 21 complaintsBlack 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.
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.
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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Service installation Service fee Gas leaks Billing High electric bill for a house that is closed up for the winter.Elevating the Voice of the Consumer
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