Complaints

This profile includes complaints for Nicor Gas Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nicor Gas Company

  1844 Ferry Rd Naperville, IL 60563-9662

  
• 

  Nicor Gas Company

  P.O. Box 190 Aurora, IL 60507-0190

  
• 

  Nicor Gas Company

  1598 Beverly Ct Aurora, IL 60502

  
• 

  Nicor Gas Company

  PO Box 4569 Atlanta, GA 30302-4569

• 

  Nicor Gas Company

  PO Box 2020 Aurora, IL 60507-2020

  

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:07/02/2025

  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.

  Account has never been corrected from years ago when payments were not properly posted, since then more issues and balance has been excessive. Tried for 2 years to reach, not consistently on my part I admit to reach executive level authority and with no success. Was told last year in 2024 that all late payment fees would be waived which would have been a big chunk however it was only for going forward not back which did no good. All of this supposed assistance available and nothing? No guidance, no direction other than standard United Way or ************** who cant help. How is there no way to contact executive level staff? **************** treats everyone the same just go round and round.

  

  Business Response

  Date: 07/03/2025

  This matter was addressed 4/25/24 with the ICC.  Customer is responsible for the bill ******** further to add.

• Initial Complaint

  Date:06/27/2025

  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.

  I am filing this complaint against Nicor Gas. for billing after I discontinued service.I officially ended my gas service with Nicor in April of 2023. And was assured. by their representative that my account would be closed as of that date and final payment was issued on June 7th. 2023.. Despite this I am receiving bills for services and charges beyond determination date.I have contacted Nicor Gas in an attempt to resolve this issue on June 27, 2025. I requested clarification and asset billing stop my ****************************** claims that gas service was being used beyond this date even when gas was turned off inside the unit. If this was true, why would they wait over two years to send me a bill?I am seeking removal of charges after the termination date.

  

  Business Response

  Date: 06/30/2025

  The account was reviewed and audited no changes will be made. The charges are the customers and the customer had spoken with a *********** Representative. No further action is needed and the complaint is closed.

  If you have any additional questions or concerns, please contact our business office and we will be more than happy to assist you. Our ******************** is available by:
  *Email- ***********************************************************************
  *Chat via My Account, Contact Us tab Monday Friday 9AM 6PM
  *Telephone ************** Monday Friday, 7AM - 7PM

• Initial Complaint

  Date:06/16/2025

  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.

  Lack of communication on completing a change in our service. This has drastically affected our business. We requested a part change and upgrade in service, and followed their process. Nicor failed to communicate dates with us to be prepared and left work completely unfinished and no additional communication on when we will be completing.

  

  Business Response

  Date: 06/18/2025

  Customer was contacted- Was advised account is not in his name and will need to talk to landlord about changes.

• Initial Complaint

  Date:06/01/2025

  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.

  ***** and its 3tf party partners has been abusing data (all types) and telephony and Verint for sometime and gouging Central Illinois residents now nothing but ads galore and targeting callers to the *********** line Its may be lucrative for management and eConmerce shad integrators but ci diners and bill payola dont want this (we end up paying for it anyway) bad Cram and service model and exploitive of data (all types and marketing is bad when calling utilities)Automated phone payment without having to talk to a person - CRM abuses and all the ads and marketing others and lure tactics and data abuse calling it analytics was better. CRM and security and data practices are bad for Central Illinois and customers

  

  Business Response

  Date: 06/18/2025

  Thank you for brining your concerns to our attention. I am sorry for any inconvenience that our outpouring of communications may cause you. Nicor Gas strives to provide safe, reliable, affordable, and abundant gas supply to all of its customers.  Marketing campaigns inform our customers of the options and services Nicor Gas provides such as Energy Efficiency information on ways to save, Energy Assistance programs, and other important information. I added do not solicit to your account for additional safety.    

• Initial Complaint

  Date:05/12/2025

  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.

  Our gas was shut off in Jan, 2025 because of a faulty furnace. However, without my knowledge, they kept billing me for a disconnected meter. Nicor says I now owe them $128.40. I told them this was unjust and I am not pay it.

  

  Business Response

  Date: 05/14/2025

  All customers pay the monthly customer charge to have a meter on the premises, even if there is no usage per Rates and Riders.

• Initial Complaint

  Date:05/09/2025

  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.

  I have two significant issues regarding my gas service with Nicor Gas. According to Nicor Gas records, as communicated to me by Supervisor ***** (Employee #***) on May 6th, gas meter #******* was installed on March 11, 2025 and that in November of 2024 a gas line had been replaced on my property. I recall the meter being installed at that time in Novembernot in March. Contrary to what the technician's records state, no gas line was actually replaced on my property because I am on what they call a branch out. This raises concerns about discrepancies between the official technician reports and the actual work ************ first complaint is that the gas meter was installed in November 2024, not March 2025. The second issue is that due to this error, the gas meter was not recording actual usage from November through March. During that period, I was only billed for the delivery fee. In March, a representative came to inspect the meter. Although he did not explain what actions were taken, the meter began recording usage again. Subsequently, I was billed for 304 therms in March and 116 therms in ********* at a higher rate. I have spoken to three different supervisors and explained that the gas usage was accumulated over five months due to the faulty installation or activation of the gas meter. Therefore, the usage should be averaged out over that time when the rate was lower (it was about .25 or .28 in winter). Unfortunately, Nicor Gas has refused to make any adjustments, citing the technician's records which incorrectly show the meter installation as occurring in March. Despite my attempts to escalate this issue, I have not yet received any resolution. I would like my bill adjusted and I would also like technician's records verified if indeed a line was replaced in November.

  

  Business Response

  Date: 05/13/2025

  Customer will be send a adjusted bill. No further action is needed. 

  Customer Answer

  Date: 05/14/2025

  Dear BBB, 
  

  I have reviewed the business's response regarding complaint ID ******** and find the resolution satisfactory. Additionally, I spoke with a Field Supervisor who clarified that I had been previously misinformed by the **************** Supervisor. I do not have a new service line, and while the meter was installed in November, it was not activated until March. 
  
  Sincerely,
  ******* ******

• Initial Complaint

  Date:04/24/2025

  Type:Billing 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.

  I setup auto pay, nicor gas keeps sending me emails saying my bill is past due. I cant even log into my account because their system is slow or broken as I have been unable to log in or reset my password

  

  Business Response

  Date: 04/25/2025

  Customer has been contacted, and his concerns are being addressed. Nothing further to add. 

  Customer Answer

  Date: 04/28/2025

   
  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

  Date:04/12/2025

  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.

  Gas was turned off at my home with no notification.

  

  Business Response

  Date: 04/14/2025

  Customer was contacted nothing further to add. 

• Initial Complaint

  Date:03/26/2025

  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.

  This is an account with ********************** Gas and every month i pay roughly $24-25 on a budget plan, We don't use alot of gas except in winter and this winter we did not use heat alot. Anyway, for awhile i did not use the budget plan but then decided to start again as i did not know how winter would go. It came to what is mentioned above and i started noticing that in addition to the budget amount there was another amount of roughly 8. I always thought it was for a delivery of gas or another tax or something. So i believe i paid it as well a couple times until i finally sent an email wondering why the amount due was $32 when it was supposed to be around $24. that is when i found out it was for this Pivotal Home warrenty thing that i never heard of. I asked them to take it off and was informed i had to call them. Called and was told it would get cancelled but it wasn't cuz it showed up on **** *****, so i started paying the gas part and not that part. Then i was being charged late fees for it. I had a death in the family and could not deal with it and sent a few emails to Nicor about it. One rep said she could not even find where i signed up for it. Called ******* today and they said it was finally ** this month but Nicor had to refund and take off late charges. I reach out to Nicor and they said they cannot but to call Pivotal. Im done with the back and forth. One of them or both needs to fix this. I will not pay anything else until its fixed. Im sure i have a pretty good refund/credit coming. I will keep a close on a future bills and im warning people to keep an eye on theirs as well. Thanks

  

  Business Response

  Date: 03/28/2025

  The customer has been advised on the proper channel to address their concerns. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23119556
  
  I am rejecting this response because:
  I have been going back and forth between the 2 companies and each say the other is responsible.  The charges and payments have been on Nicor gas bill so that is who i expect to reverse and credit my account.  I cannot spend time calling each company with same outcome and as stated i feel Nicor should handle this.  In looking at other complaints Pivatol has seemed to be on other gas company bills too.  If Nicor is not going to be responsible then they should not have this billing on their bill.  I never signed up for this service and even Nicor cannot find out how i got signed up for as i have kept a paper trail on this.  If Nicor cares about their customers they would help them with this. So again, im expecting Nicor to settle this and credit my account accordingly.  Thank you
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 04/01/2025

  ********************** is not owned or operated by Southern Company / Nicor Gas. There is nothing further we can do to address this customer's concerns. The customer has been advised the proper channel to address their concerns. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23119556
  
  I am rejecting this response because: same as before.  Nicor is the one that does the billing and is the one i pay.  in going through everything i find this goes back to roughly April of 2023 so the amount is roughly $250 to $300, which is alot of money for something i did not sign up for.  I feel this is also billed sneaky since the amount is roughly close to the same as all the fees that show up on the bill.  I have talked to Pivatol they refer me back to Nicor.  If Nicor is not responsible then it should not be on the bill.  It will end up costing them more if i take it to court and ask for them to pay court costs and attorney fees.  So it in the best interest to get resolved.  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:02/27/2025

  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.

  Contacted Nicor Gas about a issue with a property im purchasing, the gas meter and main pipe were removed from the property about a week after the house was listed without anyone knowing, after a week of trying to figure out what happened, someone at customer service directed me to filling out a new gas meter install form which i filled out and waited weeks to finally here a response, by this time the deal on the property was extended for another 2 weeks without a fee. someone reached out in regards to getting a site plan on the property and a list of appliances that are at the house. after that was sent out, a few weeks go by and no word from nicor, finally reach out to them telling me they're waiting on a JULLIE permit to even start work, at this point the contract had to be extended with a fee that i need to pay for every day it gets extended. ****** finally gives the permit to NICOR and has 2 weeks to complete work. i call builders first every other day and i keep getting bounced around, and given false dates. The permit is only valid till 02/27/2025. i finally call Builders again on 02/25/2025 and they tell me work was put on a schedule and that SOME work was done but they had to be pulled from the job for a "gas emergency". no one returns to do work that day, nor the next day. fast foward to today, 02/27/2025. i call builders first to get a update and tell me the work never got put on the list for the last final day of the permit. now ****** needs to go out again, wait for that, get another permit and be tossed around by Nicor for a few more weeks till the meter and pipe are installed. i called once again and get transfered to a supervisor and they tell me that they were out there today again and ONCE again pulled from the job, ive been told nothing but lies and been tossed around by NICOR. everyday they have thrown me around has been a 75$ a day fee for every day this contract has been pushed. i cant even get a call back from a field supervisor.

  

  Business Response

  Date: 02/28/2025

  Mr. ********* thank you for contacting us about your concern.  I am sorry for the length of time it takes to install a gas service line and meter, as the normal timeframe can be 12 weeks or greater.  Our records show that the gas service line and meter were installed on 02/27/25.  There are times when our crews have to be diverted to gas leak emergencies so that we can provide safe, reliable, and affordable gas to our customers.

  Customer Answer

  Date: 03/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. i finally had someone reach out to me on 02/27/2025 at the end of the day, and told me there was a massive confusion with all the wrong info i was given from different departments, and that the meter was indeed installed the morning of the 27th. i went out there and saw it myself. thank you