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:08/19/2024
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 sold ************** , ***** Stream on October 22, 2022. I called shortly after the closing to take my corporations name off the utilities. Nicor said they do not have record of my call and charged me over $3,000 for gas from the purchaser. I sent my closing statement and a deed showing that the buyer is still in title and that they should bill back the buyer. The supervisore said she could not help me.
Business Response
Date: 08/21/2024
The customer has been contacted and issue has been resolved.Initial Complaint
Date:07/19/2024
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.
We live at **********************************************************, a corner lot with *************, and we are working to improve the exterior appearance of our house. On the ****** side of our housek adjacent to the sidewalk there are a large and a moderate size steel-covered vault, with a green painted 4 ft tower structure. On July 17, we saw workers putting finishing touches to a new tower. They said that the work was to enable Nicor Gas to measure the gas pressures. The new tower is about 10 feet tall, and it is topped by a solar panel. A third the way up the tower is a box (labeled as Honeywell MiWi350, a volume corrector) fed by two exposed and valved gas lines and the output of the solar panel. The tower is extremely unsightly. We had no knowledge that this installation was planned We request the new tower be removed immediately because it materially damages our efforts to improve the neighborhood.Business Response
Date: 08/19/2024
Thank you for bringing your concern to our attention. I am sorry for any inconvenience the recently installed Nicor Gas monitoring station has caused you. The new monitoring station allows Nicor Gas to continue its effort to deliver safe, reliable and affordable natural gas to you and your community. Unfortunately, we will not be removing the equipment, I am sorry. The damaged landscaping around the new station and vault will be repaired.Customer Answer
Date: 08/19/2024
Complaint: 22015698
I am rejecting this response because:
The oversized eyesore within feet, of and direct vision of, our property has not been removed
Sincerely,
*********************************Business Response
Date: 08/20/2024
Nicor Gas has responded, nothing further to add.Initial Complaint
Date:07/10/2024
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 purchased a home in April 2024 and requested gas.After 2 weeks they told me I had to come up with $2500 to start service.After I paid I still dont have gas. Excuses and literally 50 phone calls I still dont have gas. No hot water,no cooking gas...Today is July 10th ********************************* even a date when they will provide itBusiness Response
Date: 07/17/2024
The gas service has been installed. We have contacted the customer.Initial Complaint
Date:06/30/2024
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 was backed up on my gas bill and was given a notice that serviced all be disconnected by a certain date , nicor gas arrived 3 days earlier and informed my husband ( over ring app) that he needed to atleast pay a portion to avoid disconnection. My husband called and made a payment of $200 and customer service stated not to worry, they will call off the disconnection. She never informed them he paid . They gave him 30 min to make a payment and They still digging within 15 min and still shut it off. We again and was informed it was not disconnected , it was active and paid an additional 500 thats same day to have them send someone else to connect it ( made no sense ) we called again the next day , customer service lady stated we would have to wait another week to schedule someone to come out. We waited a week an no one followed up. I took it upon myself to call and requested a manager due to the fact of false information and getting different answers and solutions . They told me the manager looked over it and will send someone out that day Before 4 pm since they disconnected my service 3 days earlier than the shut off date. To just pay the remaining balance of 72 dollars , which I did . Then another person calls me later on that day and tells me I need to pay over ***** to connect it again ,they will send me a quote and I asked if she was the manager or head of ********* , she just states she handles these issues . A manager will never answer these calls. Then she failed to state ( fees from the disconnection) not including land scaping or other unknown fees will be additional charges. The landscaping company came out, which we never called for them to come out and fix the mess they made). I paid off the entire bill even before the shut off date and gave me hopes to connect my service right away but it was false information and lies . I havent had gas service over a month! I had to send my children to stay at their grandparents house .Business Response
Date: 07/08/2024
The customer has been contacted, no further action is needed.Initial Complaint
Date:06/18/2024
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 6/17 I received a letter from nicor requesting access to my property for a meter exchange. The letter requested that the work be completed no later than October 1, 2024. There was no sense of urgency in the letter to indicate an immediate shut off. However on the morning of 6/18, I was awoken by a service technician turning off my gas and beginning the process of removing my meter. I explained that an appointment had not yet been made and the letter was received yesterday. I had the post marked envelope as proof. The technician proceeded to explain that gas would be disconnected until they were allowed access to the property to complete the meter exchange. What an absolute inconvenience and unprofessional manner to send technicians to complete the work without allowing customers the opportunity to respond to the notice. Worse yet, I was informed this work would be completed whether or not the customer is home. So without notice a customer could come home to their gas disconnected. In Northern Illinois, there has been at least three home explosions in the last few months all due to natural gas. One has to wonder if this lack of incompetence on Nicors behalf has been the cause of any of these unfortunate events. This system does not work. Nicor should have to place tags giving at least 24 hours notice or something of an impending shut off. Also, if this was an urgent matter, the letter should have specified that. Explaining my frustration to a call center supervisor was a complete waste of time as she accepted no fault or sincere apology on behalf of nicor and unprofessionally explained that nicor has every right to service their equipment whenever they feel necessary. This is a huge inconvenience to working families and should not be an allowed process. A better system for replacements and effective communication should be put in place!Business Response
Date: 06/18/2024
The customer has been contacted and issue has been resolved.Customer Answer
Date: 06/18/2024
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:05/31/2024
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 Tuesday morning around 9:30am May 28th and employee of Nicor/ ************ used a ladder to climb my fence and illegally entered my property without prior consent. He then proceeded to shut off my natural gas service. There was no attempt to contact me or my wife prior to him trespassing on my property. If he needed to contact me or my wife all he had to do was ring the doorbell. I have two dogs and they could have been in the yard at the time. I dont know who the man was and he could have damaged my property or injured my dogs.Business Response
Date: 06/17/2024
This is not a Nicor Gas complaint. Please send to ************Initial Complaint
Date:05/28/2024
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.
The morning of the dig, nicor came to our door and told us they'd need access to our backyard. We were given no prior notice, and certainly given no warning that anything in the backyard needed to be marked (I.e. the waterline). We were given no notice of the scope of work, where the work would be taking place in the yard, or literally anything of substance. When the work was being done I arrived home to a note on the door saying the village had shut off our water. I was told by nicor that their auger ripped 40 feet of water line out of the ground, the water line connecting the main house to the coach house. Since nicor ripped out the line and left we have had multiple plumbers out and have had *** plumbing start to reconnect the water. The cost for this is $20,025. This cost does not include other costs yet to be incurred, including: landscaping (our entire back yard is destroyed), the cost to fix the leak in the foundation of the main house (caused by the pipe yanking the wall out), and my mother in law having to live out of a hotel due to having no water for 5 weeks, going in 6. Nicor took 5 weeks to complete their investigation, only to conclude nothing is their fault. We did not ask for service lines to be moved, we were given zero information about anything we needed to do, or the scope of the project.Business Response
Date: 05/31/2024
The customer has been contacted about their claim and issue is being resolved.Initial Complaint
Date:05/24/2024
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.
I paid my bill on time. Received January 2023 bill. was double. called said never received payment. They applied wrong acct. and mailed my money to a address in *******. The check was made to me *********************...someone else cashed the check and signed (attachment). The bank that cashed this let this go thru. Should never have been cashed. I had filled out this form back in January and sent to the bank address listed on this form. I have called numerous times to the customer service with different answers. ex: Yes, you will get your check it is clear we made a mistake. the next time I call a different answer. fill out form so i fill out again. then I call they say never received form. I call again. they say the form cannot be delivered to my email. I give them a diff email. still can't send. call several weeks later tell them never received. Then I get there form same day at 2nd email address. returned same day back to them. I called back 1 week later said never received. This has been going on and on for 6 months..(phone call after phone calls) Now, again I send the form again on May 21st. I have had no response. neither email or by regular mail. I receive surveys and my monthly bill. but never any follow up on my claim for months that my check was signed by someone as attached will show. I would like late charges applied to this check of 5.00 each month as they would apply to me. I am on a fixed income and in need of my refund. Thank you for your help. I really waited long enough before filing this claim. But I am getting no where with Nicor Gas.Customer Answer
Date: 05/24/2024
Yes, The double bill came in January 2023. So I called and ask why the bill was so high. they said never received my payment. infact they applied to wrong account and issued a refund check to a florida address. to my name ********************* and a person cashed it using their name at there bank. the bank never caught the issue to and the person cashing check.( Attached check. )
So, Yes this started in January 2023 Nicor Billing
Business Response
Date: 05/24/2024
Customer has been contacted and a refund check has been issued. No further action is needed. The matter is considered closed.Customer Answer
Date: 05/28/2024
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.I have spoken with them they told me at first applied to my account as a credit. I said NO I would like a check. Then they said OK. That checks are
cut on Tuesdays and Thursdays. So, todays is Tuesday May 28th. I will be awaiting my check refund. If I do not receive within the next week I will be
contacting you again regarding this case number. I accept based that I will receive this check from Nicor Gas as a refund of overpayment.
Sincerely,
*********************Initial Complaint
Date:05/10/2024
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 paid my last bill recently. I HAVE RECEIVED NO NEW BILL OR A DISCONNECTION NOTICE!!!But I left my home at 3:30PM and returned to NO SERVICE FOR ME AND MY THREE CHILDREN at 10pm AND NO ONE WILL ANSWER THE PHONES!!! We are COLD AND HAD ABSOLUTELY NO NOTICE OF DISCONNECTION!!!!!! I thought my bill was paid up sufficiently. I wish the US didn't allow monopolies. Thought it was part of the constitution. But Nicor is my only possible gas provider and I hate them and their services.Business Response
Date: 05/10/2024
Spoke with ******-advise gas was shut off due to company work no one was home-issued blue tag. Advised will have gas restored within 2hrs 18+ secure petsInitial Complaint
Date:05/09/2024
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 receive my gas from Nicor. I cannot reach anyone by phone to resolve a bill issue. Their online site and call center do not work properly. You cannot call to talk to anyone because the system accepts emergency gas leak calls only. You cannot pay your bill online because it says your balance is zero. The pay buttons do not work. The chat does not work.Who is managing this company and what has happened to customer interaction?I am looking to talk to someone regarding the charges on my bill. It keeps saying that I owe more than I do.Business Response
Date: 05/14/2024
Customer has been contacted and billing issues have been resolved and Request has been placed with Tech support for online issues.
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