ComplaintsforBlack Hills Energy

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been working with a contractor since April 2024 to get a gas meter installed on my property. Black Hills apologizes each time I (or contractor) call but never send anyone out to the property to install the meter. It is the LAST step needed before I can move in to my property after a fire 2022. I do not know how to proceed to get someone—anyone—to put my address on the schedule. I was told I needed the meter cleared. It has been since April. I was told I need an acct for address. I have that. Had it since May. I am homeless until I get this resolved.

  Business response

  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.  

  Customer response

  08/26/2024

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Black Hills Energy dug up my sidewalk while putting a new gas line to my neighbors house. Thensidewalk collapsed and needs to be fixes.

  Business response

  05/20/2024

  Black Hills Energy completed work at **** ********** ***** ************ IA in 2020.  In August 2023, *** ******* called Black Hills Energy.  Due to the length of time from when the work was completed and when *** ******* called, it was not evident we had completed work to cause the sidewalk to sag and the Black Hills Energy contractor did not believe it was caused by Black Hills Energy.  Since receiving the complaint from the Better Business Bureau, Black Hills Energy completed some research and determined the sidewalk had sunk and caused a one inch gap from the work completed in 2020.  A request was submitted to the Black Hills Energy restoration crew to make the necessary repairs to the sidewalk.  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We Sold our home in March of 2022. When selling the realtor/mortgage company took care of ensuring the new buyer had everything transferred into their name. September 2022 of that year we get a debt collection notice from Black Hills for $89.99 stating we owe them for Service Guard for months after we moved. Why would we owe that we havent lived there. We had no idea that when we left that Service Guard was still on, we assumed that when utilities got moved it was stopped. We have tried to talk to them several times about this and have them drop it. They refuse to even hear our side of the story. We never even used the Service Guard services so they arent out any money from us. We want the 89.99 dropped and debt collection dropped off of our records.

  Business response

  05/20/2024

  Mr. ****** ***** is concerned that his past due amount for Service Guard charges, stemming from the 2022 services at **** ***** *** Street, Council Bluffs, Iowa, had been sent to collections. 

  On April 19, 2022, a third party contacted Black Hills Energy to start services in their name, effective April 22, 2022. The caller did not explain if they had purchased the property. The order was entered. Due to this, the natural gas services for Mr. ***** were automatically scheduled to stop. 

  On April 22, 2022, *** ***** called Black Hills Energy to update his mailing address as he sold the property and was moving. *** ***** also inquired why the account balance was so high. The Black Hills Energy agent explained that the account had been enrolled in budget billing. When the service was stopped, the deferred balance came due with the final bill. The Black Hills Energy agent asked if *** ***** needed to transfer the services or would like a payment arrangement. *** ***** declined both and the call was ended. The mailing address was updated, and the Service Guard services were not discussed. 

  On May 11, 2022, June 10, 2022, and July 12, 2022, Black Hills Energy sent a bill to ***** ***** Street, Honey Creek, Iowa. On July 29, 2022, Black Hills Energy sent a past due Service Guard notice. On August 30, 2022, a second Service Guard past due notice was mailed to *** *****. On September 12, 2022, and September 16, 2022, Black Hills Energy sent *** ***** the normal bill and a final bill for the Service Guard coverage.  

  On September 30, 2022, *** ***** contacted Black Hills Energy to ask why he was still being billed when he sold the property in April. The Black Hills Energy agent explained *** ***** had not contacted Black Hills Energy to request Service Guard to be stopped and the service continued. *** ***** said the buyer was responsible for all charges and he would not pay for any services after April 22, 2022. The Black Hills Energy agent backdated the stop of *** *****'s Service Guard to the last billing date of September 12, 2022. The agent explained the account holders are responsible for contacting Black Hills Energy to stop or start services. Black Hills Energy does not automatically stop Service Guard coverage. 

  On April 19, 2024, a non-authorized person contacted Black Hills Energy to inquire about a collection notice *** ***** received. The caller was upset with the Service Guard coverage in April 2022. When the Black Hills Energy agent explained, we would need to speak to *** *****, the caller hung up. 

  On April 19, 2024, Black Hills Energy received a Better Business Bureau complaint and opened an investigation. After pulling the April 22, 2022, call it was determined that *** ***** had notified Black Hills Energy that he had sold the property. Due to this, Black Hills Energy has backdated the stop of the Service Guard to April 22, 2022. This resulted in a credit of $11.00 on the account. Black Hills Energy has pulled the account back from the collection agency and *** ******* credit report was updated.

  On April 29, 2024, Black Hills Energy contacted *** ***** and apologized for the error and advised him of the adjustment and the credit of $11.00. *** ***** provided his new mailing address of *** ***** Street, Missouri Valley, Iowa. The Black Hills Energy agent explained the refund will be issued within ten business days via the United States Postal Service. *** ***** was grateful for the adjustment and thanked Black Hills Energy for working to resolve the issue. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received sn email from Black Hills Energy March 2024 stating that I owed them money on a house I sold in 2019. I contacted them to let them know I hadn't owned the house since that time but that I had a landlord agreement on the house when I had owned it. The person looked it up and saw that there had been a landlord agreement and told me I needed to go online and cancel it. He told me this would take care of the issue. I have now received 2 voice-mail stating that they saw i canceled my service and that I still owe them $38.62. I called them today, 4/8/24 and told them the issue had been taken care of last week and that I don't owe them any money. Caleb, the service rep stated that it didn't matter that I had sold the house in 2019. He stated that a landlord agreement can be held on property you don't own and that makes me responsible for the money the last owner owes them.

  Business response

  04/10/2024

  *** **** **** is concerned about a bill for services at *** ****** ******* *********** ******** after selling the property in 2019. 
  

  On May 18, 2019, Black Hills energy received a request via the Black Hills Energy website to transfer the services into another name effective May 23, 2019. This order was completed as requested. 
  

  On May 22, 2019, *** **** contacted Black Hills Energy to find out if her account was set up on auto bill pay. The Black Hills Energy agent confirmed the account was not enrolled in the Black Hills Energy auto bill pay program and confirmed the final bill will generate

  May 24, 2019. No forwarding mailing address was provided. 
  

  On May 24, 2019, the final bill generated for $22.11. On May 27, 2019, Black Hills Energy received a payment of $22.11, leaving the account at a zero balance and the account closed. 
  

  On March 4, 2024, services reverted to *** **** per the terms and conditions of the active landlord revert contract on file. 
  

  On March 5, 2024, a Landlord Revert Notice was sent to *** ****. 
  

  On March 12, 2024, Black Hills received a request to transfer services, via the Black Hills Energy website, into another’s name effective March 14, 2024. This order was completed as requested. 
  

  On March 15, 2024, Black Hills Energy mailed and emailed *** **** a final bill for services between March 4, 2024, to March 14, 2024. This bill totaled $38.26, due April 4, 2024. 
  

  On March 19, 2024, *** **** contacted Black Hills Energy to ask why she had received a bill when she sold the home in 2018. *** **** stated she was concerned that her landlord revert was still active. The Black Hills Energy agent confirmed *** **** did have an active landlord revert contract. The Black Hills Energy agent explained they would send *** ****** account to the billing department to be corrected but *** **** must submit a Landlord Revert Cancellation form to prevent further issues. The Black Hills Energy agent did not send *** ****’s account to the billing department for review or to have any adjustment made. 
  

  On March 20, 2024, Black Hills Energy received a Landlord Revert cancelation form, via the Black Hills Energy website. The Landlord Revert was removed. 
  

  On April 8, 2024, *** **** contacted Black Hills Energy to confirm the Landlord Revert had been removed and why she received a notice that she still owed $38.26 when she sold the property in 2018. The Black Hills Energy agent stated effective March 20, 2024, *** ***d was no longer the landlord on file. Prior to this, per the terms and conditions of her landlord revert she is responsible for the $38.26 but will not be responsible for any future charges. 
  

  On April 9, 2024, Black Hills Energy determined this is a private dispute between *** **** and the current owner. Due to the March 19, 2024, agent committing to remove the charges for *** ****, Black Hills Energy removed the $38.26 from *** ****** account.

  This has left *** ****** account at a zero balance and the account is again closed. 
  

  Customer response

  04/12/2024

   
  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,
  
  ***** ****

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 27 Feb 2024 there were several brief power outages during the day that caused my furnace to stop working. I had to pay a heating service to restore my heater to operational. Black Hills refuses to even let me file a claim for damages. Today, 5 March 2024, I called about this matter for the third time but was refused the right to even claim damages. I am a medically retired **** ******* and I'm on a *******. This cost was unexpected and was caused by Black Hills.

  Business response

  03/13/2024

  Mr. Thorn states he experienced a power outage on February 27, 2024, at 1516 Sandpiper Place, Pueblo, Colorado which caused issues to his furnace.
  
  On February 27, 2024, Mr. Thorn contacted Black Hills Energy. Mr. Thorn stated he is experiencing an outage at his home and that only some of his appliances were being affected. The agent entered an order for February 27, 2024, and a technician was dispatched to his property the same day. When the Black Hills Energy technician arrived, he found that the issue was happening inside the home and Mr. Thorn’s breaker was tripping, causing the outage. There was no outage before the meter or on company owned equipment.
  
  On February 27, 2024, *** ***** contacted Black Hills Energy. *** ***** stated the outage caused issues to his furnace which resulted in Mr. Thorn contacting a third party to repair the appliance. Mr. Thorn stated he would like Black Hills Energy to reimburse him for the furnace service call caused by the outage. The agent advised Mr. Thorn that Black Hills Energy is not responsible for providing reimbursement for these costs as the company was not at fault.
  
  On March 6, 2024, a Black Hills Energy agent contacted *** ***** and advised him again that Black Hills Energy is not responsible for providing reimbursement for these costs and are in compliance with the Black Hills Energy ******** ******** ****** ***** **** *** ******** ****** ********* *********** *** ***** ******* the agent he will be contacting a lawyer.
  
  Black Hills Energy understands *** ******* frustration and encourages him to contact a local residential electrician to investigate what might be causing his breakers to trip inside his home. We encourage him to contact us with any further questions or concerns he may have.

  Sincerely, 

  ******* ****** Customer Experience Program Manager

  Customer response

  03/13/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Black Hills stated there was no outage before the meter or from company owned equipment. THIS IS A LIE. Brief power outages, or "flashes" occurred at 1140, 1200 and 1315 hours. When their representative responded to my home he even admitted that he was aware of several brief outages before he came to meet me. How can Black Hills lie about this? I know they want to avoid paying damages that their service interruptions caused, but how can they NOT be responsible for damages they caused???
  
  Sincerely,
  
  ****** *****

  Customer response

  03/26/2024

  Attached please find the letter I sent to ***** ***** *** *** ****** ********* ********** detailing my response to Black Hills. The customer service representative said the power outages did not happen before my meter or within their system, but statements from my neighbors showed the outage clearly originated within the Black Hills system. I don't understand how they can damage customer's equipment but deny responsibility. 

  ****** *****

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account# ********** On April 12.2023 black hills energy came to shut off my gas due to a carbon monoxide leak. December 6,2023 was able to get repairs done and get the gas turned on. Started receiving state assistance. Between these two dates I was billed for gas every month even though the gas wasn’t turned on. I have the service program that keeps my bill lower but they didn’t freeze it like they were suppose to when they shut my gas off. Feb 27,2024 received a shut off notice and contacted them about it and was told quote on quote from the manager that their was nothing they could do and admitted to the mistake they made on the account and told me their was no corporate and their was no manager above her because she owned the company which I knew was a lie. I had also let her know I am receiving state assistance through lieap to pay my bill and that they did recieve over 400 dollars for backbills and every month since December of 2023 a payment every month for 160.00 and my bills have only been 102.00 a month.

  Business response

  03/13/2024

  Ms. ****** ***** is concerned about her pending disconnection and account balance for services at **** ******* ******* ******* *******, between April 12, 2023, to December 6, 2023.  
  In April 2018, *** ******* ******* the primary account holder and *** ******* father, selected a fixed monthly bill rate with the ****** *** ********* ***** ***** ****** ********, (BHES). Since this selection, Mr. Alarcon has continued to rollover with BHES and the fixed monthly bill rate. 
  The last payment received from *** ***** and *** ******* was March 1, 2023, in the amount $177.53. This left the account at a zero balance. The monthly statements are mailed to the service address. 
  On April 12, 2023, Black Hills Energy responded to a report of a carbon monoxide leak. When the Black Hills Energy technician arrived, the fire department was on site and the technician found a leak. He also found the water heater and furnace venting were disconnected, and there was a water leak. For safety reasons, the appliances were red tagged and the meter temporarily turned off so repairs could safely be made. Black Hills Energy does not close customer accounts when a meter is turned off during an emergency call so that repairs can be made and service easily restored. Customers are responsible for contacting Black Hills Energy to stop services if repairs are not made. The account balance was $358.74 then. 
  On June 8, 2023, Black Hills Energy sent a disconnection notice advising that the past due amount of $465.11 was due prior to June 27, 2023. 
   On June 12, 2023, *** ******* contacted Black Hills Energy and asked if it was safe to remain in his home. The Black Hills Energy agent confirmed the gas was not on and the meter was locked, due to this it was safe to be in the home. *** ******* did not request to stop his billing or close his account. 
   On July 3, 2023, the pending disconnection was canceled due to the federal holiday. 
  On August 4, 2023, and September 7, 2023, Black Hills Energy mailed disconnection notices to *** *******. Each was canceled due to federal holidays. 
  On November 6, 2023, Black Hills Energy sent *** ******* a disconnection notice. 
  On November 30, 2023, *** ***** contacted Black Hills Energy and requested to have the services placed in her name as she had just bought the property. The Black Hills Energy agent said that we would need her to accept the debt or provide proof of purchase due to the large debt at the property. *** ***** was also advised she would have to pay her past due amount of $235.20, a $6.00 connection fee and a total deposit of $312.00, billed in four installments. *** ***** said she was not able to make a payment at that time. 
  On December 4, 2023, *** ***** contacted Black Hills Energy and requested a deposit letter as she was applying for energy assistance. The agent explained no deposit would be charged until the start service order was entered but we could provide a copy of her final bill. The Black Hills Energy agent also requested proof of purchase due to the debt at the property. 
  On December 5, 2023, Black Hills Energy received notice that Ms. Clark was approved for $86.00 in crisis assistance funds to be applied to the back bills.  
  On December 6, 2024, *** ******* and *** ***** contacted Black Hills Energy to add *** ***** as a co-owner to *** ********* account and to inquire about restoring services. *** ***** said she was approved for energy assistance with LIEAP, Low Income Energy Assistance Program, for $1,109.00 and $86.00.  
  *** ***** requested to use this approval to reconnect services. The Black Hills Energy agent said we had received notice of approval of $86.00, to be used as the first installment of her 12-month payment arrangement but have not received any funds. The Black Hills Energy agent said the account was open and active. Prior to restoring services, we need to confirm the red tagged appliances have been repaired. *** ***** confirmed repairs had just been made. The Black Hills Energy agent scheduled the same day, no guarantee of time, relight of services. 
  On December 8, 2023, Black Hills Energy received $86.00 in crisis funds and an approval notice of $1,109.00 in LIEAP funds from LIEAP.  
  On December 27, 2023, the 12-month payment arrangement broke for non-payment of $71.14. 
  On February 6, 2024, a disconnection notice was sent to *** ******* and *** ***** for the past due amount of $1,136.12, before February 26, 2024. 
  On February 27, 2024, *** ***** contacted Black Hills Energy to inquire why she had been billed for services between April 12, 2023, to December 6, 2023, when the gas was off. The Black Hills Energy agent explained that as *** ***** was a Choice Gas customer enrolled in a fixed monthly bill rate, they would continue to be billed the fixed monthly bill amount. To discuss the rate and a possible adjustment, *** ***** will need to contact her supplier Black Hills Energy Services at 1-866-231-3241. 
  On February 27, 2023, *** ***** contacted Black Hills Energy and said the phone number she had been given to discuss her incorrect billing was rude, unhelpful and stated Black Hills Energy was the company who handles adjusting her bill. The Black Hills Energy agent explained while we are not the supplier, we cannot adjust the bill without the consent of the supplier. *** ***** became upset and said she would contact a lawyer as it was illegal to stop her services in the middle of winter.
  On March 4, 2024, Black Hills Energy received a Public Service commission complaint. Black Hills Energy, BHE, canceled the pending disconnection while researching the account. 
  On March 8, 2024, the Black Hills Energy Choice Gas department made successful contact with Black Hills Energy Services, BHES. During this call, BHES agreed to remove the account from the fixed monthly bill rate and convert the account to a fixed rate per therm of $0.476. BHES also agreed to back date this change to the start of the 2023 ****** **s billing period. Once this was done, BHE corrected all the billing from May 5, 2023, to March 8, 2024. This removed $610.61 in charges from the account. 
  On March 8, 2024, Black Hills Energy contacted *** ***** to advise the supplier, BHES, had made an exception and approved a rate change and this allowed BHE to adjust the bill. The Black Hills Energy agent explained the Choice Gas program, including how and when to make the next selection, and how to find all the contact information for all Wyoming suppliers. The agent explained the difference in the fixed monthly bill rate with the supplier and a fixed rate per therm rate. The Black Hills Energy agent also explained budget billing and that the disconnection had been canceled. *** ***** requested to enroll in budget billing at $126.00 per month and said she understood it was not a fixed amount each month but will adjust based on her usage. *** ***** and the Black Hills Energy agent also discussed how LIEAP funds are applied to budget billing and how she may be responsible for the difference in what LIEAP pays versus the budget billing amount. As LIEAP only pays for the actual usage.  
  *** ***** said she was happy that Black Hills Energy had been able to work with Black Hills Energy Services to get her billing resolved. She stated she will also be sure to call and turn off her account if she ever has another leak and is not able to make repairs at once.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My Black Hills bill is much higher than i had my first four years here. Last month 180.00, this month 224.00??? I have hot water heat but it is OFF half the time. This is ridiculous! i am 68, on disability and have NEVER seen a heat bill this high. We did have a newer better home in Cheyenne that was MUCH larger than this one and our bill never even came close to this. I know this house is very old but like i said the heat is OFF 50% of the time.

  Business response

  01/25/2024

  *** **** ********* is concerned about his high bill for services at **** **** ******* Wheatland, Wyoming. 
  The normal annual usage ranges from 802 therms to 1,177 therms. The normal winter usage ranges from 110 therms to 179 therms per month. The December 2023 usage was 133 therms and the January 2024 usage was 178 therms. 
  On January 25, 2024, a Black Hills Energy agent contacted *** ********** The agent reviewed the usage history with *** ********* and explained how to monitor his monthly via the Black Hills Energy website. The agent also provided the energy efficiency website of *********************  
  The Black Hills Energy agent also advised *** ********* that his former Cheyenne, Wyoming property was part of a regulated utility that paid a market rate per them. Whereas his current property is part of an open market program called Choice Gas. As a participant of this program Black Hills Energy is the distributor not the supplier. Participants get to pick a supplier and a rate program from a select group of suppliers. Rate programs include a fixed monthly bill, market rate or a fixed rate per therm. A full list of suppliers and contact information can be found at *****************. The website also provides the dates when the selection period is open.  
  The Black Hills Energy agent then reviewed *** *********** Choice Gas selections. In 2021 *** ********* signed a two-year fixed rate per therm contract with Wyoming Community Gas at a rate of $0.419 per therm. In 2023 when *** ********* was eligible to make a new selection, with no active selection *** ********* defaulted to the rollover. The Black Hills Energy agent explained this meant he stayed with the same supplier and same rate program but at the current year rate of $0.735. The agent explained this is the cause of the high bill.  
  *** ********* declined contact information for Wyoming Community Gas. He stated he will put a reminder on his phone to avoid missing the selection period. *** ********* stated he will also check the Choice Gas website and the energy efficiency website as some of his windows are from 1912 and may be part of the issue. *** ********* stated he was very happy to hear from Black Hills Energy and grateful for the time research and information his concerns received. 

  Customer response

  01/25/2024

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

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