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.
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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:11/22/2024
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.
******** ***** and ******* ******** delayed my request for a meter change and it took nearly a year to get the project completed. In addition, ******** mentioned I would be receiving a refund and she has not disclosed the amount nor have I received a refund check. I have been waiting for over 3 months to receive the refund and all I get is excuses from both ******** and *******.
Business Response
Date: 12/09/2024
Thank you for bringing your concern to our attention. I am sorry for the delay caused by our ************************* I was informed that the refund check was processed on 10/18/24 and could take up to 30 days for you to receive it. The time period has now passed so please let me know if you did not receive the check.Initial Complaint
Date:11/12/2024
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 May 2023 our second home was sold. Previous home address *******************************************. All gas bills had been paid in full for that address , request to remove address from online profile made and successfully completed. On 06/2024 I get a notice that I had a balance of $600 for that address for dates from when the home was sold until 6/2024. Account was removed from my gas accounts online, I tried multiple times speaking to representatives from Nicor no one is willing to help me with this matter. Im getting billed for an account that I requested to be closed and for a home that was sold those bills should not be forwarded to my current residence.Business Response
Date: 01/06/2025
Thank you for bringing your concern to our attention. I reviewed your account, and our records do not show that you called to stop the gas service in June of 2023. The account stopped on 06/14/24 when Nicor Gas did not receive enough payments for the balance and resulted in the disconnection of the gas service on that date. Nicor Gas requires 10 days advance notice to stop an account. This information can be found in our Rate Book, Rate 1 - Residential Service. No changes to your account will be made. I am sorry for any inconvenience this may cause you.Initial Complaint
Date:11/07/2024
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.
This originally started because *** been unable to, after talking to customer service multiple times, be able to access my online account in order to review my bills. Due to this, Ive had to either mail in my bills or call the automatic payment center to pay them. I also received an email 11/4/24 stating NICOR GAS had closed my account 9/25/24. Besides the email, I got no notification via mail/call/text/ect until that particular email. It was also, stating they sent my final bill to a collection agency. Now I need to try and figure out if this actually happened because it will affect my credit even though this was not me. I did NOT close this account so I immediately tried to get a hold of customer service who did not answer. I did end up getting a hold of someone via emailing their customer service to which I got that my account was already closed and there was nothing they could do and I would have to call. I tried calling 6 to 7 times with no answer during customer service hours. I finally got ahold of someone the next day, 11/7/24, who stated someone did call and close my account. I explained this was a mistake and they did re-open my account but I still am unable to pay my bill for up to 24 hours and Im still unable to access my online account after asking multiple times. I now have an apartment fee for gas Vacancy that I now need to deal with and explain this was an error on NICOR. This greatly concerns me due to having personal personal and private information on my NICOR account like my social security number. If it was someone else that closed my account, why did they not send any kind of verification to confirm identity? And if it was a mistake on the company, I got no apology or any kind of sense of urgency, even though they said they were going to turn my gas off.Business Response
Date: 11/13/2024
Thank you for brining you concern to our attention. I reviewed your account and found that the property management company had requested to start service in their name at your address. Nicor Gas did not share any of your account or personal information and does not credit report. Further review of your account does not indicate any type of collection processes being active as your account does not have any past due balances. Lastly, our records show that you have accessed MyAccount and is no longer an issue. I am sorry for the disruption of your account caused by your property management company.Initial Complaint
Date:10/24/2024
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.
In 2022, Nicor informed me that our budget billing amount had increased to $100.00 per month. Since our actual gas usage was less, we accrued a credit of more than $520.00. On the 21st of October that amount was shown on my account dashboard as $321.48 credit. Yet, the monthly bill showed I had a balance of $121.88. When I emailed customer service at ********************** they would not address the discrepancy and instead took ,y $321.48 away from my dashboard as if my credit didn't exist. It was as if they simply stole $321.88. They have replied to my emailed questions without addressing the fact that they took my money.Business Response
Date: 10/29/2024
Thank you for bringing your billing concern to our attention. A Representative will contact you by phone to discuss your concern further.Customer Answer
Date: 10/30/2024
Complaint: 22467296I am rejecting this response because: various representatives with NICOR have contacted me about the complaint who do nothing but talk in circles.
Sincerely,
***** ****Business Response
Date: 11/07/2024
I am sorry for the mix up on MyAccount showing a credit of $321.48 when you actually had a debit balance of $121.68 through the budget plan. The credit was being held in a separate bucket that aligned with your billing statements but did not align on MyAccount. We are actively working to correct this issue in an effort to provide concise and accurate information to our customers. Due to the inconvenience you experienced, I credited your account $121.68 to bring your balance to $0. Please continue to pay the $29 budget plan amount until the budget plan reevaluates again (usually every 4 months).Customer Answer
Date: 11/08/2024
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:10/21/2024
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.
My experience working with ******** ***** has been horrific. She lacks time management and is noncommunicative. I reached out to ******** about a refund she said would be issued after the job is completed. She never mentioned the refund amount, but said it would be more coming back to me. This was back on August 12, 2024 she said it would take a couple of weeks and I never received the check. I asked the check be mailed to *************************************************************************************. She said she would look into the matter and never got back. It is now the 21st and she nor her supervisor ******* has responded.Business Response
Date: 10/29/2024
Thank you for bringing your concern to our attention. I will investigate your concern and respond when I have more information about your refund. A Representative may also contact you by phone.Initial Complaint
Date:09/27/2024
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.
Property address: **************************. I scheduled a new gas service install on August 1. I received a confirmation email stating that installs generally occur within 4 weeks. I began calling for status updates as we neared the 4 week **** and I was told It would be 6-8 for the install. I tried to escalate the scheduling process multiple times. We are now beyond 8 weeks. The original ***** expired on 09/23. Nicor did not renew the ***** until 09/25, making it valid as of 09/27. They are still quoting me 2-10 business days from todays date. I have left 3 messages for the supervisor and no one has returned my call. I cannot wait an additional 1-2 weeks, assuming it is even completed in their estimated timeline. The house is under contract and the weather is getting colder and I am still without gas service. The customer service is deplorable.Business Response
Date: 09/30/2024
Customer has been contacted and the service was installed on 9/28/24 meter was set. Nothing further to add.Customer Answer
Date: 09/30/2024
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:09/26/2024
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.
We received a bill for Bill ******* 05/23/24 - 09/24/24 (124 days) $649.86. The trail is attached. Nicor has had to fix our bill all summer, we will not pay for gas we did not use.The actual use here was 0 Therms from May to August! As recorded in the emails above!!Business Response
Date: 09/26/2024
The customer spoke with a ************* Representative, the matter has been resolved. No further action is needed.Customer Answer
Date: 09/27/2024
Complaint: 22344785
I am rejecting this response because:Nicor did provide a corrected bill however; I still do not have answers to why Nicor choose to rebill 4 months of "estimated" charges, AFTER, our usage had already been confirmed per actual meter readings and the bills were corrected.
The incorrect bills have been happening for months! Each month I have to have them corrected. Nicors estimations are based on inaccurate information; even after I have corrected it. At this point it seems Nicro is trying to falsify bills.
Sincerely,
*** ******Business Response
Date: 10/01/2024
Customer was called and discussed in detail corrected billing. Nothing further needed or to add.Customer Answer
Date: 10/02/2024
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:09/20/2024
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.
I called Nicor toward the end of June to stop service July 1st, and I received a email today that service was still connected. They said they have no record of me calling and basically the new tenant got 2 months free service off my name. Nicor informed me Im screwed and there is nothing I can do but pay it.Business Response
Date: 09/25/2024
The customer concerns have been investigated and addressed.Initial Complaint
Date:09/12/2024
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.
Went to pay my bill. i was locked out of my account. they asked if i filed a "stop of service" i said no. they stated that someone called July 25th to say they were the new homeowners (the last bill i paid was august 12th) i stated i have lived here for a year and have not requested stop of service. they said this happens sometimes and there's no way to prevent it from happening. i don't understand how this is safe considering i am responsible for missed payments and this is apparently out of my control as they have repeatedly stated there's no way of preventing this and they cannot possibly call the account holder to confirm. this is my bill, my account... yet it is completely out of my control to protect it.Business Response
Date: 09/13/2024
Customer was contacted, no further action is needed.Customer Answer
Date: 09/17/2024
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:09/10/2024
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.
On August 11, 2024 our water main pipe broke allowing gallons of water to accumulate under our driveway and on the street. After couple of days we started smelling gas. Gas pipes in our neighbourhood are 70 years old. Probably when the soil started to setrle down it pushed the pipe. Called Nicor and **************** Nicor came and graded the leak as level 3 danger telling us that it will be weeks or months until they will fix it - or never. We smell the gas everyday. It comes to the house through open windows. We are scared that it will get worse since it is not fiixed. I called *************** again and they came together with Nicor. Nicor employee told me ro stop calling them because even if they come in every day it will still be weeks to months until they fix it. We smell gas and we are scared. Neighbours are also concerned.Business Response
Date: 09/11/2024
The matter has been addressed with the customer and other channels.Customer Answer
Date: 09/12/2024
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,
*************************** *********
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