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:07/01/2025

  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.

  A utility worker came to our house June 2, 2025 around 9am. They were replacing a water meter per their regulations. The worker pulled my dryer out due to me being on medical leave and not being able to physically do it. He replaced what he needed to and left. I returned to the basement and I noticed my dryer was damaged. When he pulled the dryer out, he pulled from the front and separated the dryer at the top of the dryer and also he got on top of the dryer and dented in my dryer. I reported this to the claims department ***** ******* Claims Adjuster. He came out and assessed the damage and took measurements. Told me we had to get two different companies to come out and assess the damage, which I emailed him stating we would have to pay out of pocket for. He responded that he would look into it. Then I received a letter stating the claim was closed due to the investigation was finished and it was proved the worker was not reliable. The damage was not done until their worker came out to do their work.

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all customer feedback seriously and are committed to addressing your concerns promptly and professionally.
  We will be reaching out to you today. Our goal is to ensure your experience is fully heard and that we work together toward a satisfactory outcome.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23544351
  
  I am rejecting this response because: I have not heard from the company nor do I believe they will reach out.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:06/26/2025

  Type:Customer Service 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.

  In Oct. 2024 a large past due balance, over $7,000, owed by my ex husband was transferred to my utilities account. I was not living at the service address. I have talked to customer service multiple times and my ******************** have been disconnected twice in the last 3 months, and are about to be disconnected again.

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all customer feedback seriously and are committed to addressing your concerns promptly and professionally.
  We will be reaching out to you today. Our goal is to ensure your experience is fully heard and that we work together toward a satisfactory outcome.

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved away from Colorado in 2022 after selling our home, now in ************************** they placed a collections on my credit report for $327 dropping my score by 81 points. No call(phone number is same from time of service) no email(same from time of service). Absolutely disgusting practice as a business, wouldve paid the debt no problem at all if I wouldve been made aware of it.

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all customer feedback seriously and are committed to addressing your concerns promptly and professionally.
  We will be reaching out to you today in an effort to resolve. Our goal is to ensure your experience is fully heard and that we work together toward a satisfactory outcome.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23521255
  
  I am rejecting this response because:
  
  After speaking to a representative from Colorado Springs utilities on 7/8/25 they offered no viable reason as to why they didnt simply call or email me. They validated my stellar payment history with them in the 3 years of service, stated the last form of communication they sent was via us post office in July of 2022(3 years ago). They instead cost themselves more money by refusing to call me and choosing to use a debt collector when I had no knowledge of the debt. I recorded the entire call and while the representative was professional they offered no feasible resolution to the damage theyve caused my 800+ credit score. 
  

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

• 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.