Complaints
This profile includes complaints for Nicor Gas Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 116 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/17/2022
Type: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.
Nicor is telling me it will take 4 to 6 months to get gas hooked up to my home in ****** Illinois it is new construction but Im ready for gas to be hooked up. That seems to me like a very long time to get that done. Its already been almost a month and still waiting to hear back from a supervisor. Is there anything bbb can do to help???
Business Response
Date: 10/19/2022
Customer has been contacted and the matter was explained to him installs are 6-8 weeks from the time its job checked. This complaint is considered closed.Initial Complaint
Date:10/11/2022
Type: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.
For many years I've been on a budget plan with NiCor I make half of my monthly payment on auto pay from my bank every two weeks. I've been in a credit balance for years. Today I got a collection/cancellation call from them I called their billing department and they say I owe them over $700 dollars. It turns out that without my knowledge they put me on paperless billing, haven't been sending the bills to my bank even though for years I was on electronic billing direct to my bank, and have changed my monthly billing plan to almost $240 from under $100. I didn't realize I was on paperless billing since I never changed it or that my billing amount had changed because neither I nor my bank were getting a monthly statement.Business Response
Date: 10/12/2022
********************************* was advised she was removed from Nicor's Budget Plan, due to past due balances for two consecutive months. The balance of $706.32 included a past due balance $458.32, plus the Budget amount $248.00. A credit was issued in the amount of $374.43 bringing the current balance to $331.89 and we advised the next bill will generate November 7, 2022. ******************** does have the option to pay the past due amount $80.23, if she would like to be placed back on the Budget Plan and the recommended new Budget amount will be $231.00. Our contact information was provided should there be further questions or concerns.
Thank you!
Customer Answer
Date: 10/13/2022
Complaint: 18198401
I am rejecting this response because: Their statement was not incorrect, However it does not address the shell game that they're playing with customer accounts. My actual average monthy usage is usually around $30-$50 a month with some winter months being higher. I have had a zero amount of billing for at minimum 2 years because I have always pre-paid my account. The most my monthly budget plan was billed for before they stopped sending me my monthly statement was under $80. My monthly budget plan went up $200 after they stopped sending me my statement without me requesting that change. I understand that gas prices are going up and the economy is ***** but padding and scalping customer accounts to look better on a balance sheet isn't ethical business. I'm not sure what about me makes them see me as a vulnerable customer who wouldn't notice or be able to do anything about it. Was it that I break up my payments so it looks like I'm strapped for cash and can't afford to protest, or that they could make look bad in court because of it, or that I'm a senior and an easy ***** or some other reason but this action was unethical, and research tells me this isn't just me and may be the basis for a class action at some point. If you'll notice, I haven't asked for anything or any recompense even though I should be entitled to have any interest or late fees waived. My complaint is about awareness of the unethical business practices of this company because they know that we have no other choice but to deal with them.Sincerely,
*****************************Business Response
Date: 10/20/2022
Customer was contacted/No further action needed.Initial Complaint
Date:09/28/2022
Type: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 9/28 a tech representative came to my house to repair a leak that was detected. He stated he would either need to tighten a bolt or replace a pipe. In the end he also sprayed a toxic paint on the meter to beautify it, even though the meter is behind a ****. The meter is up against my house and an air vent that runs under my house. Spraying the meter caused the toxic spell to permeant throughout my house, resulting in a burning sensation in my nose and a severe headache. I called customer service and was told the smell would only last 3-4 hours" and was also told it is Nicors policy to spray the toxic paint on the meters, WITHOUT consideration of how the smell will affect those living in the house. I also spoke with ******, a billing sr. specialist, who notified operations via email about my concern. ***************************** left a voice mail but I never spoke to her about my concern. It is IRRESPONSIBLE for Nicor to use a toxic paint to beautify a meter without taking the needs of the resident into consideration. What if I hadnt been home and came home to my dogs being ill or dead from the smell? What if the person in the house could not go sit outside for 3+ hours until the smell was gone? What if I had asthma, had an attack, fell down the stairs, hit my head and died because of the smell! By using this paint, the company does NOTHING to protect the needs of individuals because the tech didnt even leave a note on the door about the smell as a warning. But I caught it on my camera! I could have come home to sick dogs and not known what caused the problem or whom to sue.Nicor needs to STOP USING THE PAINT and change their policies for beautifying the meters, especially when the techs (who arent engineers) dont understand how smells circulate throughout a house!Business Response
Date: 09/29/2022
Closed complaint-matter being handled as a ICC compliant-customer has been contacted. Nothing further to addInitial Complaint
Date:09/27/2022
Type: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.
When I moved to new residence transferring my service in July 2022 I had to call Nicor because I had not received bill. I was told it was in the mail. When I received it the address was wrong - the service address was correct but the mailing address was listed as **** instead of ****! I mailed it back with big bold letters to correct with payment in full. I called today when I came home from work and after 23 minutes an **** answered the phone correcting the mailing address and he informed me a machine opens the mail?? Interesting and then cashes the checks all by itself. FYI I am a *************** Manager with a double major Bachelor Degree from ***********************. **** informed me he refunded the last fee as I NEVER received any bills and corrected the address. I then asked for a correct bill be mailed to me. **** told me then he was unable to do so. So I will now have another late fee on my Next bill! He said he could not. He put a manager on the phone *******? who was rude, talked over me. Said your system that service thousands of people can not regenerate a corrected bill??? Seriously! So he said my next bill will be in October and will have another late fee attached. Good to know! Someone needs to correct this issue immediately!!!!Business Response
Date: 09/28/2022
Customer had been contacted and spoke with a supervisor, late charges had been waved. Nothing further to add/ complaint is closed.Customer Answer
Date: 09/29/2022
Complaint: 18138374
I am rejecting this response because:nicer did Not contact me so they lied. Second I have yet to receive a corrected bill. Third my next statement if mailed to correct address will have yet another late fee attached because Nicor has yet to mail me a bill since July! Why is nicor lying? Why is nicor not mailing out corrected statements? Unbelievable and such a disappointment. So guess I keep filing complaints until Nicor can be a professional and reliable company go the thousands of consumers. I know I'm not the only one.
Sincerely,
***************************Business Response
Date: 09/29/2022
Nothing further to add. Customer spoke with a superviosr.Customer Answer
Date: 10/02/2022
Complaint: 18138374
I am rejecting this response because: - no one has called me! I have yet to receive a corrected bill! My bill since july was being mailed to a different address then the service address! I was told by some man on phone he could not mail me corrected bill and when next bill is mailed the end of october there will be yet another late charge so I will continue to file complaints against nicor gas for lying and horrible customer service! So I was also told that a machine opens mail and actually can unfold checks and cash them??? Seens funny that nicor management cant pick up the phone and call me! Not acceptable.
Sincerely,
***************************Initial Complaint
Date:09/24/2022
Type: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.
Our gas was shut off without a 48 hour notice on 9/22. We paid our balance in full on 9/23 and had an appointment for reconnection on 9/24 between 8am and 12pm. No one showed up to reconnect or called us to notify they wouldnt show up. **************** is closed for the weekend and we cannot contact anyone to get this resolved.Business Response
Date: 09/26/2022
Customer was contacted with a supervisor today, turn on is all day appointment. Nothing further to add.Customer Answer
Date: 09/26/2022
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:09/22/2022
Type: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.
Nicor gas shuts off gas with out notice . We paid our dues. Its emergency Im a sick its taking 4 days to turn on gas.Account number#**************Business Response
Date: 09/23/2022
The account holder had been contacted, this person is not the account holder we can not discuss the account with a unauthorized person. There is nothing further to add.Initial Complaint
Date:09/06/2022
Type: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.
Nicor refused to mail me a bill and then dropped my auto-deduction without notifying me. Now they wont wave all the late fees, and I was on the phone with customer service, changing my auto-deduction again, and she caught that Nicor billed switched from my checking to an expired card right before we hung up. I ended up going through the process several times, on the phone with customer service.While management refused to acknowledge my lack of hard bills, or the account changes while it was happening.Previously they mailed my bill to the wrong address for almost a year, and I had to fight to get the late charges dropped. And about a year after that they started sending people to my apartment to tell me that my apartment didn't exist. It took about a year.At this point, I do not know what to do, because I feel that Nicor is intentionally making changes and failing to contact customers in order to profit more from late fees.And if that is the case, I want an investigation into their practices.Business Response
Date: 09/07/2022
This matter is being resolved with the **** Closed complaint.Customer Answer
Date: 09/12/2022
Complaint: 17922891
I am rejecting this response because: the response amounted to "change your address" and this had little to nothing to do with the payment changes from checking to an expired debit card, the lack of notification, or the fact that the initial bills were sent to a completely different town.changing my address to one Nicor prefers is a ridiculous request that in no way helps the customer or repairs the damage done, especially to credit.
Sincerely,
*****************************Business Response
Date: 09/15/2022
This complaint is being resolved under a Illinois ******************* complaint. This will close the BBB complaint. Nothing further to add customer has been contacted.Customer Answer
Date: 09/21/2022
Complaint: 17922891
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
Date:08/28/2022
Type: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.
Jun 25 - Accidentally sent my car payment of $1450.00 to Nicor. 1st call..I'm told to wait til it post to request refund. July 1 - $1450 post to my Nicor account. 2cnd call..Im told my gas bill of $56.47, which is not due til July 18th, will be deducted and the remaining $1393.53 must be held in my nicor account for 10 business days before refund check will be issued. Jul 11- 3rd call to request refund check. Im told its going in the mail and wait **** business days. Jul ****th call. Have not received my check. Im told it was mailed Jul 26. Wait 3-5 business days. Aug 4- Still no check. 5th call..was told it was just now mailed and wait **** business days. Aug 17-Still no check. 6th call..Asked for Manager. Im told the check was in fact mailed out on July 14. Manager finds it is not cashed and declared the check is lost in the mail and cancelled it. Im told a new check will be issued and sent out that friday (aug 19) or monday (aug 22) and call back to confirm. Aug ****th call...I called to confirm the check was mailed but Im told there is only a request for new check to be issued and it will take **** business days. Aug 25- Its now 2 months since I sent my electronic car payment ($1450) to Nicor. I make my 8th phone call and this is the 8th different customer service agent and the 8th time I explain the whole sorted mess. Im told the billing department has it "under investigation". ** told an email will be sent to the billing department to expedite the re issuing of my refund check. I ask if it can be direct deposit, sent overnight, first class tracking, or picked up at a Nicor branch. I'm told mail is the only option. Same day I received an email regarding another email was sent to the billing department. Aug 26-I reply to the mail and hope for a resolve. as of today, Aug 28th I have not received a responding email with any sort of status or information. As of right now I have no information of the status of my $1393.53 check Nicor owes me.Business Response
Date: 08/29/2022
Called and spoke with customer today. Explained the refund process allow **** days to receive check, another check will be issued today verified mailing address. She thanked me for calling her.Customer Answer
Date: 09/01/2022
Complaint: 17786301
I am rejecting this response because:I have been told several times to wait 7 to 10 business days. What makes this statement any different from statements made by the other customer service people I spoke with? This will not be resolved till I receive my refund check.
Thank you all for your time,
Sincerely,
*****************************Business Response
Date: 09/07/2022
Nothing further to add customer was contacted.Customer Answer
Date: 09/12/2022
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:08/23/2022
Type: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.
No one answers the phone at NiCor for establishing a new account. I have received emails about how to set up my account and followed every single one of them only to be told the application was not filled out properly when it was 100%. I am at my **** end trying to set up an account and find it ridiculous that this company offers such poor service.Business Response
Date: 08/24/2022
Spoke to customer verified address she is starting. Advised start date is 09/01/2022. Our contracts rep emailed her account number and start date info. Matter is considered closed.Customer Answer
Date: 08/26/2022
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:08/19/2022
Type: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.
Been with Nicor gas since ****. The home appliance warranty was offered and started paying premium since 2017. This was collected through my monthly bill by Nicor. I had my residential air conditioning unit covered under this warranty. Last month I had my ac repaired and I paid $425.00 towards this. My reimbursement was rejected. I was to receive upto 500 towards repair per instance and **** *** per year under this contract. Nicor refuses to intervene stating that they are simply collecting the fees as a third party. The home warranty company is not a part of Nicor gas. This is a shabby practice. Also I am entitled for my reimbursement. All pertaining documents, namely invoice, proof of payment, repair performed etc. Are already filed to the home warranty company. This company looks like a hoax. Please do the needful to recoup my expenses. Thanks MilindBusiness Response
Date: 08/22/2022
Customer was advised-
********************** is no longer owned or operated by Southern Company/Nicor Gas. Please contact ********************** at ************** to address your warranty concerns.
Should you have any other questions, you may contact our ************* at ************** Monday through Friday 7AM 6PM, they can also be reached by email at ***************************************.Customer Answer
Date: 09/02/2022
Complaint: 17741229
I am rejecting this response because:
I am getting charge monthly fees by Nicor Gas. Since they are collecting this, they should held liable for the refusal of fulfilling the contract.
Sincerely,
*******************************Business Response
Date: 09/07/2022
Nothing further to add customer was contacted.
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