Complaints

This profile includes complaints for Colorado Springs Utilities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Colorado Springs Utilities

  111 S Cascade Ave # 1015 Colorado Springs, CO 80903-2210

  
• 

  Colorado Springs Utilities

  121 S Tejon St Fl 5 Colorado Springs, CO 80903-2216

  
• 

  Colorado Springs Utilities

  2855 Mesa Rd Colorado Springs, CO 80904-1174

  

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:04/24/2025

  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.

  03/24 ish my power was shut off due to a past due balance. I called in at approx 8pm at night and reached the emergency line, the employee I spoke with on the phone told me they would accept if I pay half my past due balance, my power would be turned back on and I would no longer be responsible for the full balance. I asked several times to confirm that, if I paid half the balance that the other half would be forgiven. After she reassured me multiple times that I wouldnt be responsible, I paid half the balance. Flash forward 30 days, my new utility bill comes and it states Im still responsible for the full amount. I figured there must be some confusion so I called in to see what was going on but the associate on the phone told me that I was given wrong information and theres nothing they could do. I asked to speak with a manager **** and he seemed to not care at all, just reiterated that there was a misunderstanding and I need to pay the balance. I asked to speak with a supervisor and **** refused to help me any further.

  

  Business Response

  Date: 04/26/2025

  Thank you for bringing this matter to our attention. We are currently reviewing the account and the recorded calls associated with this complaint. Our team is committed to resolving this issue promptly and will contact the customer as quickly as possible to address their concerns.
  As a not-for-profit organization, we adhere strictly to our rules and regulations, which do not permit us to waive any charges for utility usage. This policy ensures fairness and consistency for all our customers.
  We appreciate your understanding and patience as we work towards a resolution.

• Initial Complaint

  Date:01/11/2025

  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.

  Twice in two months I have visited the self pay kiosk and its either not accepted my cash or the kiosk is out of service. They closed the customer service center indoors and make it a hassle to pay cash. For what they charge, they should make their customers a better priority.

  

  Business Response

  Date: 01/13/2025

  We are reaching out to our customer today to discuss alternative payment options. We apologize for any inconvenience caused by our kiosk being out of service due to the cold weather. 

• Initial Complaint

  Date:07/19/2024

  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 utility bill had become extremely high ($6,234.00 I think) and on 5/3/24 I was disconnected. I am on oxygen and must have electricity so I went to my doctor's and got a medical certificate filled out and turned it in. there was no correspondence with the terms or policies. I did read on the certificate that if an extension of 30days was needed after the 60 day that certificate had to be turned in before the 60days were up. I turned in the request on 7/2/24. Again no correspondence. 7/15 I called down to the office and spoke with ********, that's when I learned that my extension was denied for being a day late. She also said the only thing I could do at that point except pay 20% of the bill and break down the rest in payments over the next 18 months. 20% was $1,237.62 and I didn't have that right then but I told her I would try and come up with it and call back. I came up with the money and made an ezpayment online and called back the following morning to complete the agreement. The gentleman who I spoke with told me no the full amount had to paid because someone tampered with the meter and the wire lock tag had been removed therefore the remaining ******** had to be paid before services were reconnected. The following day I decided to watch my cameras and the person who removed the wire lock tag was the utility worker who was here to shut off gas and water... so why did he remove that tag. Even tho I told her I have it on camera. She stated that my services were supposed to be disconnected as of the 5th and I was still receiving service on the 15th. It also states in the statute that a medical certificate can be filed for a 90 period in a 12 month calendar year. So why would it matter if the extension was turned in on the 61st day? It's still within the 90 day time frame that the legislature has written. I can't afford to keep running a generator for my oxygen. It's extremely hot in my home as well . This is not a good situation.

  

  Business Response

  Date: 07/19/2024

  I have reviewed ******************* account and tried to reach out to her. At this time it's necessary we follow the Utility Rules and Regulations set forth to us by City Council. 

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 22015004
  
  I am rejecting this response because:
  I was offered a payment plan on the 15th of July and followed through with my part by paying 20% within a 24 hr window. I'm also not the one who removed the wire lock tab.  Csu tech for the gas or water did. It's on video. I've been a great customer for 50 years and now being accused of tampering with the meter and I didn't do that. It's unfair.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/02/2023

  Type:Order 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 just received a bill $384.80 for an unpaid amount from July 22. My bills were always paid and how did the suddenly "find" this? I was married at the time and the entire bill came to me. CSU admitted we are both responsible but won't transfer half to my ex husband so I'm stuck with a bill I can't pay. I have already asked my ex husband for half and got no response. I do not believe this bill is ours, and I do not believe a disabled single mom should have the whole thing.

  

  Business Response

  Date: 06/02/2023

  This complaint has been addressed with the customer and she was offered a solution she accepted. 

• Initial Complaint

  Date:05/02/2023

  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.

  Hello, On 4/10/2023 CSU successfully "updated" my meter system, for gas. As a result, my bill has gone from $132.89 to $396.83. There is zero legit reason for this increase. Especially when looking at past years bills. Please investigate bills from other CSU customers, as I feel they (CSU) need to be held accountable for this sneaky tactic. Respectfully,********************

  

  Business Response

  Date: 05/08/2023

  I will review this customer's account today and contact her with an explanation of her bill. 

• Initial Complaint

  Date:03/31/2023

  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.

  On Saturday, March 18th of 2023 I received a notification from Colorado Springs Utilities (CSU) of an unusual amount of water usage on March 16th, 2023. I found no leaks or signs that a significant amount of water was used. The usage chart on their website had shown that the usage dropped back down significantly on Friday, March 17th and to the "normal" usage by Saturday. Having been called on a Saturday, there was no way for me to reach out to them until Monday. On Monday, I talked with a representative via CSU's website chat function. I inquired about having the meter checked, but was told that there was no way that was possible. The customer service rep offered no other help than a water leak adjustment form ad the company's general number. Absolutely no consideration was given to the possibility of a problem on their end. A plumber found no signs of a leak.

  

  Business Response

  Date: 04/17/2023

  I reached out to the customer Friday 4/14 and left a message. The customer called back and set up a follow call on Wednesday 4/19 at 1pm. Please extend this until 4/19/2023. 

• 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.

  Replaced pole (thank-you), but cut off power and Wi-Fi with no warning. Power has been restored but Wi-Fi wires were removed with no plan to resolve. We work from home and our livelihoods are being impacted. The response from CO Springs utilities was pretty much "not our problem." What are we supposed to do here? We've essentially had our jobs taken away at the flick of a switch.

  

  Business Response

  Date: 12/08/2022

  Complaint was received. We will research and reach out to the customer. Will send an update when resolved. 

• Initial Complaint

  Date:10/25/2022

  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 name is **************************, a former City Utility employee for several years and a retired ******************************************** Child Welfare Manager. I am appalled by my current experience with City Utilities (CSU). I am contacting you because looking online I could not find a complaint department for CSU. I reached out to **************** on 10/18/22 via e-mail, no response back.I contacted CSU **************** on 9/12/2022 with concerns regarding the Electric Meter not functioning properly in August and September. I regularly check online usage so that I can budget appropriately. Initially, I spoke to ******** he could not help, said he could call me back, but he refused to let me speak to Billing as I requested. I asked for a supervisor and he transferred me to ****** who stated she was a senior representative for escalated calls. Explained to ****** concern: (1) Electric meter did not function properly from 8/14/ to 8/19/2022 and showed zero readings for those dates, then on 8/20/22 it shows usage 260 kwh which I assumed was for readings that showed zero on the dates mentioned (2) Electric meter stopped reading entirely after 9/5/2022 and (3) I stated the bills are extremely large something has to be wrong even though high usage has been shown for the last year. I asked to speak to Billing, but ****** checked with billing, again would not let me speak to anyone in Billing. She stated I will tell Billing you want someone to come out to check the Electric meter, ****** scheduled an appointment for 9/15/2022 between 8 a.m. to 12 p.m. two City employees came out and exchanged the Electric Meter. They asked if the Electric meter had been changed recently, I said maybe 2-3 years ago. No one from CSU followed up with how they would bill or anything else, it has been over a month. I called **************** again on 10/17/22 spoke to ******* regarding no bill yet. ******* told her the account was flagged, but not done, will be ready in 30 minutes.

  

  Business Response

  Date: 11/08/2022

  Customer complaint has been resolved.

  Customer Answer

  Date: 11/08/2022

   
  Better Business Bureau:
  
  ******************************* called me on Friday, November 4, 2022. I feel assured that she is handling my concerns and took my concerns seriously. I reviewed the response made by the business in reference to complaint ID ********, I don't think the response says very much, but I agree that the case may be closed based upon my conversation with **********************. I believe she is handling my situation and concerns.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/16/2022

  Type:Sales and Advertising 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've been on budget billing with CSU for several years with no issue. It's been very convenient to pay the same amount and have the same amount drafted from my bank account. But the past several months, the amount kept changing. It used to be $180 something, so I changed my automatic bank payments, then it went to $190 something and I changed my auto bank payments, then it went down to $152 and I changed my bank payments again. Then it bumped back up to $190 so it showed I was short $40 from the $152 I had set up the previous month. I received a letter saying I had to pay the $40 shortage by 8/17 or I would get kicked off of budget billing. I had just returned from out of town on 8/17, read the letter about the 8/17 due date and so paid the $40 on 8/17 so I had a 0 balance and I should have been kept on budget billing based on the letter I had received. But then I received a letter (dated 8/17) that I hadn't paid the $40 by 8/17 and I was being kicked from budget billing. This month I received a bill for $415.23 saying $252.72 was past due. How can that amount be past due when my balance was 0 on 8/17? Why was I kicked off budget billing when I paid the $40 by 8/17 as requested?

  

  Business Response

  Date: 09/16/2022

  The Customer Resolution Liaison at ********************** left a message for the customer at the phone # listed in the complaint. 

• Initial Complaint

  Date:09/02/2022

  Type:Sales and Advertising 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 JUST received a phone call from CSU.org employee ****. We had a lengthy conversation about these points, and my future concerns. She was pleasant. She had some information, but couldn't answer all the points/questions. I decided to submit this form for "historical" information. No need to respond to this BBB complaint. **** took care of it.Thank you ****.******************************* Data Breech: June 15th, 2022. Colorado Springs Utilities WAS notified July 6th, 2022. Letters TO INFORM CUSTOMERS WERE PRINTED July 14th, 2022. ( LTRX ******* RES_INFORM_1 LTR-*****-********* ****************** stored by ,,,"One of our subcontractors was accessed by an UNAUTHORIZED PARTY. INFORMATION INCLUDED NAMES, ADDRESSES, UTILTIES ACCOUNT NUMBERS, IN MOST CASES ***** NUBERS AND/OR EMAIL ADDRESSES." (CAPS ARE MINE.)CSU.ORG WEBSITE, included in the letter a link: www.csu.org/DataDisclosure. There it states ******* customers were affected! First time I call csu.org, the CS Agent said, "It was just a "few" people, and NO personal information was disclosed." It sounded rehearsed! I POLITELY ASKED HER, " What is YOUR Email address, phone number, and home address?" She was silent. I then asked her, "Don't you consider those items "Personal"? She then responded, "Yes." I reminded her that "few" means MORE THAN 3. Boy howdy, I consider ******* (probably MORE honestly) definitely greater than 3.I WANT TO KNOW THE FOLLOWING:1. WHICH CITY/STATE STORES MY **** THAT WAS HACKED? (NOT asking for Names or subcontractors.)2. WHICH CITY/STATE PRINTS THE ***** BILLS?3. DOES SAME CITY/STATE THAT PRINTS ***** BILLS MAIL BILL BACK TO COLORADO SPRINGS?4. CSU.ORG STATES THE **** HACK (MY WORD) IS NOT SENSITIVE. " DESPITE THE LIMITED NATURE..."I WANT THE ***** NUMBERS OF THE **** *************************. HE WON'T CARE, NOT IMPORTANT. ALSO THE REST OF THE "EXECUTIVES AND LEADERSHIP" TEAM MEMBERS.

  

  Business Response

  Date: 09/06/2022

  ***************************, Colorado Springs Utilities Customer Resolution Liaison, spoke to Ms. ********** on September 1 regarding the concerns about the data disclosure. The complaint is resolved.