Frequently asked questions

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Who will work on my appliances with a Service Guard plan?  

Your appliances will be protected and serviced by local, qualified Black Hills Energy technicians.

What phone number should I use to request service? 

Our Black Hills Energy staff offers you 24-hour service at 888-890-5554.

Who will answer when I call? 

Our Black Hills Energy customer service agents are here to help 24/7. Our customer service teams are located in Rapid City, South Dakota and in Fayetteville, Arkansas.

What should I expect when scheduling a repair? 

When you call, we’ll get you scheduled for an appointment to have one of our local technicians head to your home. We’ll ask a few questions about the problem and may talk through some high-level diagnostics. We may also ask some questions about your appliance/equipment like what brand and model it is, its age, etc.  

Our appointments are scheduled for windows of time, either 8 a.m. to noon or noon to 5 p.m. If you can’t be home for that whole window, let us know and we’ll have our technician give you a call about 30-minutes prior to arrival. Someone 18 or older must be present when we arrive.

We also ask that for the safety of our technicians, you securely contain any pets away from the area where they will be working.

Can I schedule a repair for after hours? 

Our appointment windows are 8 a.m. to noon, or noon to 5 p.m. However, primary heating equipment covered by your Service Guard plan is eligible for service within 24 hours, including service after hours as well as on weekends and holidays.

Do Service Guard plans require a deductible?

Repairs on covered parts and appliances do NOT carry a deductible or an annual repair limit.

Still have questions?

Give us a call at 888-890-5554, or email us.