Business Profile

Natural Gas Companies

Nicor Gas Company

Headquarters

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 Complaint

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:02/27/2025
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.
They installed an outside meter 2 years ago, and not only is the meter sinking but the entire route of the gas line is sinking! At least 6x's they have been out.. see the problem, yet NOTHING is being done to correct it! I have DOZENS of pictures!
Business Response
Date: 03/31/2025
Nicor Gas is working with the contractor who performed the work before out Landscaping and ***************** can address the final repairs the yard. This is all being handled through our ****************** Please continue to work with your Claims Adjuster.
Customer Answer
Date: 03/31/2025

Complaint: 22997574

I am rejecting this response because:I have had a representative from Nicor out ONCE since this complaint,That would of been atleast a month ago..In all,I have had 8 to 10 people out(IN 2 YEARS) ...Everyone SEES the problem,yet no effort is being made to FIX it!! 2 YEARS!!!!!

Sincerely,

****** ***********
Business Response
Date: 04/02/2025
Our ***************** is handling the concern. Please continue to work with our Claims Adjuster.
Customer Answer
Date: 04/03/2025
Complaint: 22997574

I am rejecting this response because: As of 4/2/2025.

Sincerely,

****** ***********
Business Response
Date: 04/10/2025
Please continue to work with our Claims Adjuster to have your property repaired.
Customer Answer
Date: 04/13/2025

Complaint: 22997574

I am rejecting this response because:I am Not so much"REJECTING" Just not satisfied with the SLOW response ..As of today 4/13/25 there is no scheduled date for repair...I will take pictures and submit,as well.

Sincerely,

****** ***********
Initial Complaint
Date:02/24/2025
Type:Product 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 canceled my service January *******, and Nicor Gas continues to charge me for a canceled service..They are overcharging and I get a bill in the mail February ****** and I get a email saying Nicor is going to take me collection.. I cant call about the overcharge and got hang up on.. I am ready to sue Nicor for overcharging and fraudToday I paid twice today February *******..
Business Response
Date: 02/26/2025
The customer has been contacted and provided a billing explanation.
Initial Complaint
Date:02/19/2025
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.
they sent 2 people out in a month because the exterior meter was leaking. first guy didnt fix it. My bill went up 30% and am now being told that my usage is consistent with past homeowners usage thus it couldnt be their fault. They need to take accountability for their actions and not blame the homeowners.
Business Response
Date: 02/21/2025
The issue has been previously addressed through the ***. The customer has been advised.
Initial Complaint
Date:02/04/2025
Type:Product 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 ASKED TO THE NICOR GAS COMPANY CUSTOMER SERVICE *** TO DISCONNECT MY GAS SERVICES FROM ONE APT(5)BUILDING TO ANOTHER APT(**) ON THE SAME MOVING DATE DECEMBER ******* IN THE SAME APT COMMUNITY. I TRIED TO REACH OUT AND EXPLAINED THEM FEW TIMES AND THEY ARE ARGUING SAYING I DID NOT MENTIONED ANY DISCONNECTION DATE. THEIR SERVICE IS TERRIBLE.THEY HAVE BILLED ME FOR BOTH APTS ( 2239 #5 AND 2231 #**)MORE THAN A WEEK AGO I HAVE SPOKEN TO THEIR SUPERVISOR NAME "*****" SHE SAID WILL GET BACK TO ME AFTER LISTING TO MY RECORDING CONVERSATION WITH THE ***.I HAVE NOT HERD ANYTHING YET? THE AMOUNT OF MONEY INVOLVED IS NOT THAT MUCH BUT ITS THEIR ATTITUDE AND LEVEL OF RUDENESS WHICH I WANT TO BRING TO THEIR ATTENTIONS.
Business Response
Date: 02/06/2025
The customer has been contacted, and the billing has been corrected.
Initial Complaint
Date:01/22/2025
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.
I have had a deposit with Nicor for a very long time, years. They will not give it back. My deposit is ******. I called and in September 2024 a manager told me my payments were all made on time and no reason not to give to me as long as I made September 2024 payment on time which I did. I have a lot going on with hubby having 10 heart attacks. I called today 1/22/25 and now being told that my payment last January 2024 was late and now I have to wait another year... this is insane the lies they tell to not give deposits back. I need that money and they keep lying. The manager that told me they would send in Sept now another tells me I was late last January. Please investigate this as I cannot be the only one this is happening to. I will be going to every outlet my little hands can type to including the news.. They keep changing their stories to not give back deposits...
Business Response
Date: 01/27/2025
The customer has been provided with a response. Nicor Gas considers this matter resolved.
Initial Complaint
Date:01/07/2025
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.
In September of 2022, NICOR installed a new natural gas line to my residence and at that same time tied the line into a new line to the neighboring ************ the summer of 2024 a rather large oak tree within 8 or less of one of the three holes which dug on my property, was found DEAD.This tree was healthy prior to this situation and was then cut down in 2024 to prevent the dead tree from falling on to the nearby driveway and also preventing other damages to nearby trees etc.Further when digging this same hole which was very near the property line to the neighbor, the property Witness Stacks were dug up, though this was not discovered until 2024 when dealing with the dead tree.Also, an estimated 15 of my concrete drive was broken though was replaced by an outside contractor hired by NICOR in 2023.NICOR has agreed to reimburse me for the $928.50 for reinstalling the property pins, HOWEVER that want me to provide them with a W-9 Form.I presume then they would eventually send a 1099 to me for these funds which would then obligate me to pay tax on. Apparently then NICOR could treat these funds as an expense to this job.I dont see where I should be paying tax on reimbursement funds!The cost for the tree removal $1100.00 has been fully declined as their subcontractor *** reports they had installed the new gas line by Directional Boring only and without any other digging when in actuality THREE holes were dug on my property during this installation and further to the extent NICOR hired a Landscaper to fill the residual depressions from the two larger holes and ********* is my understanding from the extension services of several midwestern universities that digging should not have occurred within less than approximately 15 of a tree of this size, estimated diameter 24 and most particularly of an OAK tree. Remaining visible tree trunk indicates no preexisting disease or Rot.Any help would be appreciated.
Business Response
Date: 01/08/2025
This matter was closed with the *** on 1/2/25 Nothing further to add. The customer must complete the W-9 form.
Customer Answer
Date: 01/09/2025

Complaint: 22779006

I am rejecting this response because:
NICOR has not provided any Factual information as to why they do not believe the tree involved DIED or was KILLED due to nearby digging.
I found no indications that the tree involved died from anything other than having its roots disturbed by the digging of a nearby hole to allow splicing of the gas line for a service to the neighboring property.
There is continual mention of trees and DEAD trees in the area needing to be cut down during installation of the gas line. All of the required tree removal was on the neighboring property. My property was FREE of any DEAD OR Dying trees.

Sincerely,

******* *****
Business Response
Date: 01/09/2025
The customer issues have been addressed nothing further to add.
Initial Complaint
Date:01/06/2025
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.
Was charged on Dec 31st for ******* compared to my previous bill of *****. The jump was noticed as early as dec 4th when the meter was replaced but apparently they have no system check to flag accounts with a jump in price. Asked to be refunded and was told initially I would be refunded that day or the next and then today I'm told I won't be refunded for a other 7-10 business days. This charge put my account balance in the negative and if am receiving overdraft fees and am not able to pay anything else in the meantime. I asked them to cut me a check today to resolve this issue while they can wait for it to resolve on there end but was told that is not an option.
Business Response
Date: 01/14/2025
The customer has been contacted, and a resolution has been provided.
Initial Complaint
Date:12/20/2024
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.
In October of 2022, I got service through Nicor Gas. Services were suspended in June of 2024, with the assistance of LIHEAP, my balance was paid in full. After a week of no gas services, I called Nicor to find that they had applied a debt from my ex who had tried to assist me. The dispute was resolved and removed from my account. In December 2024, I canceled service as I was moving and my bill went from $305 to $3072.52 when I called to ask about this balance, they informed me that my ex's balance was reapplied to my balance and that we would both be financially responsible for this debt. He still has the Debt and they are also making me financially responsible. It is not under 1 bill.
Business Response
Date: 01/06/2025
Thank you for bringing your concern to our attention. According to public records, the balance transfer from your spouse's account to your account is valid due to the Illinois Marital Debt Law and no changes to your account will be made. I am sorry for any inconvenience this may cause you.
Customer Answer
Date: 01/08/2025

Complaint: 22714360

I am rejecting this response because:
I am not married. I have never been married. I explained in June 2023 that in order to get assistance, my EX- BOYFRIEND tried to assist me and could not due to his balance. That does not make me financially responsible for his debt. If he passed, I would not absorb ANY of his debt except apparently Nicor. This debt was removed from my account then and placed back on because I canceled my account. If I move back to an area where Nicor has monopolized, I would be unable to receive services because of debt that never belonged to me.

Sincerely,

Kellan *********
Business Response
Date: 01/21/2025
Good *********************** I updated our records and removed the disputed balance from your account. You now have a final balance of $374.03 that is due by 02/10/25. I am sorry for the confusion.
Initial Complaint
Date:12/18/2024
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.
On November 14, 2024 Nicor Gas used an underground boring machine to install new gas service to our home. In the process they caused extensive damage to a footing and a small retaining wall involved with our landscaping to the northwest of our home. They do not want to take any responsibility for the damages which I have two estimates to be repaired and those estimates are in their possession. More than anything we were asking for the damages which I to our home to be repaired. Either by Nicor Gas themselves or a reputable contractor. Our concern is more damage will result the longer the home sits in this state of repair. **** ****** was the lead on this job is my understanding. She told me there was a issue in the way the line was originally going to be installed so instead of stopping and contacting us they gave the ok to drill underneath a retaining wall and decretive tree all the way to the home. Instead of hand digging to the original opening that was discussed prior. Instead of causing damage to the property the job should have stopped and been reevaluated to a better location. It has been handled in a unprofessional manner. Right from the beginning of my giving her notice of the problem. Any help would be greatly appreciated.
Business Response
Date: 12/19/2024
The customer has been contacted, and our position has been communicated.
Customer Answer
Date: 12/20/2024

Complaint: 22705220

The issue is unresolved. I am rejecting this because they are unwilling to take responsibility for the damage due to installation in an area other than was discussed by myself and the lead person responsible for it. Myself and the lead had discussed putting the line to the North of the structure. I was told by **** to prepare the area to the North side. Which I did. I have our text conversation and pictures if needed. They did not come out prior to inspect the location markets. On the day of installation they ran into an issue with marked lines. They solely decided to go ahead with the installation and drill to the west underneath a retaining wall and landscaping. And directly into the root system of an expensive decorative tree we had installed. Without my permission to do so. Causing extensive damages. The estimates I had done did not even include the tree. But thats ok. This is not a monetary thing. We are worried and concerned about the state the home has been left in and would like it repaired as soon as possible. Whether if by Nicor Gas themselves as a company, or either by one of the reputable contractors that we contacted and supplied them with estimates from both. It really doesnt matter to us as long as they do the right thing and make the repairs for the damage they caused. They should do the right thing and fix the property and assure the ***** was indeed installed properly. It is in my opinion not done that way. It has a mounting steak that is not driven into the ground enough more than likely because they hit the foundation of the house to hold the weight of the meter properly. But then again, Im not a gas meter installer. As a company they should handle it professionally and have all of these issues looked at and repaired. Thank you for your help.
Sincerely,

*** ****
Business Response
Date: 01/03/2025
The customer has been advised of our position on this matter.
Customer Answer
Date: 01/06/2025

Complaint: 22705220

I am rejecting this response because:
Thank you. The issue is still unresolved and we would like very much to have the damages repaired in any manner as soon as possible before further damage results. We are also concerned about the way the meter has been installed. It is very flimsy and appears unsafe and an and adequate installation. Thank you in advance. very much. Hopefully they will do the right thing and fix our home. We are not looking for monetary compensation as much as just having our home safely repaired to state that it was in. I meant an inadequate installation of the meter. Thank you and Happy New Year.

Sincerely,

*** ****
Initial Complaint
Date:11/26/2024
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.
I'* a ****** parent with no gas, so that means NO HEAT, a tech was scheduled for today 11/26 to start service at ***************************************************. I made arrangements and paid $100 for someone to be at the apartment, I just started new job two months ago, not able to take off. I live in a multi unit apartment building, the Tech arrived at 11:51am, did not make any attempts to locate my apartment and took off marking the work order Incomplete. I called customer care to have tech return, and was advised that the tech nocked on my door which, I have a Ring doorbell, no one came to my door. The person that I had came outside to look for the Tech and no one was out. I now have to look for a hotel which will cost 150 for the night, because I will not be able to stay in the apartment without heat and temps are dropping 14 degrees tonight. I will be contacting city hall and the housing department.
Business Response
Date: 11/27/2024
Thank you for bringing this to our attention. A mechanic will return today to connect the gas service to your apartment. I was not provided with an exact time so it could be up until midnight, however, we attempt to complete this type of work by 4pm.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Nicor Gas Company is BBB Accredited.