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:10/17/2023

  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.

  Nicor gas has billed my 90 year old mother $20/ month for a heating and air conditioning service. We tried canceling in 2022 pivotal would hang up . I finally was able to cancel on 9/15/23. ******* informed us that they didnt even cover **********. This organization is a sham taking advantage of the elderly

  

  Business Response

  Date: 10/19/2023

  Thank for you for bringing your concern to our attention.  Warranty programs offered by the former Pivotal Home Solutions are not owned by Nicor Gas.  I am sorry you had trouble canceling the warranty plan.  The new owner is ***********************.  Please contact them for any reimbursement requests. 

• Initial Complaint

  Date:10/10/2023

  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.

  The agent NEVER CAME TO MY HOUSE, HE NEVER KNOCK AT MY DOOR, MY SON AND MY MOM WERE OUTSIDE AND NO ONE KNOCK AT MY DOOR. THE AGENT LEFT LIVING ** AND MY MOM OF 84 YEARS OLD WITHOUT GAS,, WE HAVE NO HEATER AT HOME. the weather is really cold and my mom is getting sick. I have two kids at home too! And he didn't care, he said he came but no one dud my neighbors are outside too and they never saw someone knocking at my door.

  

  Business Response

  Date: 10/19/2023

  I am sorry that we missed you on 10/10/23.  The mechanic noted that he attempted to gain access by knocking on the front and back doors.  Our records show the gas service is now reconnected.  

• Initial Complaint

  Date:10/08/2023

  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 am being overcharged from Nicor Gas Please Advise

  

  Business Response

  Date: 10/10/2023

  ******************** thank you for notifying us about your concern.  Please provide more information about the overcharging that is occurring on your account, and I will investigate the issue further.  

• Initial Complaint

  Date:09/27/2023

  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.

  Nicor shut off my gas for non payment without any notification nor calls email much less a final notice. The way I found out was I saw a Nicor employee at my meter. He told me to pay and they will come right back. I did make the payment immediately and they are refusing to come out until September 30th. We have 3 children under the age of 10 years old. Apparently I have no rights we they are breaking laws by not tuning the gas on within a 24 hour period. Especially without a final notice or any notice for that fact. Please help.

  

  Business Response

  Date: 10/06/2023

  Nicor Gas has made attempts to contact the customer with no response. The issue has been resolved. 

• Initial Complaint

  Date:09/19/2023

  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.

  9/19/2023 Approximately 10 am in morning. Without our knowledge or approval Nicor gas turned off our gas leaving ** with no heat or hot water heater for about 2 hours. We have a patient with critical health condition living in house. They replaced the gas meter outside my house in my property without prior notice or rescheduling. After having lot of difficulty meter was replaced. Then they told us that they wanted to check that gas connection inside the house were working. Unfortunately, they did not follow proper procedure to shut down the gas leaving us without essential utilities and hot water.That cause damage to water heater and water heater stop working. They could not turn on the pilot of water heater. They said i have to get a contractor to get this resolved. They left without fixing the issues. Nicor gas has not been able to assist to resolve these issues. I have called minimum 7 to 10 times to Nicor only to get a run around from customer service to operations to disability department. As of this morning the issue is still not fixed.

  

  Business Response

  Date: 09/20/2023

  Customer has been advised to file a claim/ needs contractor to work on water heater. Nicor gas does not repair water heaters.

• Initial Complaint

  Date:09/18/2023

  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 called Nicor out and stated I smell gas when the technician came out he use the machine and stated there was no gas leak I told him I was having problems with my hot water tank he stated it was no leaks and left. When I receive my bill it was higher I called Nicor and they stated I was charge a service charge and I ask for what they stated the technician stated he turn my hot water tank off and tag it he never touch my hot water tank and wasnt in my house a good 3 minutes. This is ridiculous that he would lie thats fraud and I have camera all over my house to prove it when I ask him how to light the hot water tank he stated quote you call for a gas leak and isnt one you have to called you a plumber.

  

  Business Response

  Date: 09/18/2023

  Customer has been contacted and matter have been addressed.No further action needed.

• Initial Complaint

  Date:09/09/2023

  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.

  My garage caught on fire randomly, the fire fighters arrived on scene and were unable to shut the gas valve off on the meter resulting in the gas heater on my wall to pour gas into the garage. The fire fighters were on scene for four hours fighting the garage fire. The fire departments could not shut the gas valve off because the meter was buried under ground. Nicor has performed yearly safety inspections on the propertys meter and reported it has been on their list of things to repair since 2018. As the homeowner I was never made aware of the unsafe gas meter. Through the six years that it was buried we have never had any clue it was dangerous, we bought the house like that in 2020. No action was taken to prevent the valve from being buried nor the homeowner notified.The gas line was in the back of the garage. The fire was so hot, it burned several trees and a second building that was located towards the back of the garage. Nicor offered me a $500 credit to my account if I sign a NDA after everything burned to the ground. Not a single item was salvaged from the fire, the fire departments did an amazing job. The nicor worker showed up around 8 am to fix the meter. The fire department had been on scene since 4:20 am. Shortly before the nicor worker arrived, the firefighters had me go into the house and find any and every gas valve and manually shut them off myself while the fire was still rolling. We needed to shut the gas off to ensure the fire wouldnt spread to other buildings. My grandfather was a hero where he ran into a northern Illinois gas company (later bought out by nicor) fire and shut off the gas valve during a freak accident and was badly burned when he was my age. My experience was very humbling for me and it never needed to happen. This has brought a great deal of trauma to my family.The new meter was installed the morning after the fire directly 2 feet from the base of my decks stair way. Very inconvenient to walk around it now.

  

  Business Response

  Date: 09/11/2023

  Customer has been contacted and advised how to file a claim. Nothing further to add.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20578664
  
  I am rejecting this response because:
  
  

  I was sent an email to file a claim, and then when I sent my claim number they never responded back. I waited over a week and never heard anything back. I then sent another email last week and waited over the weekend and still no response. Attached is the contract I was told to sign and notarize to settle this dispute. This is a hurtful response. $500. Nobody has apologized or felt sympathy for my family or I after the loss of our two buildings and all our possessions in the fire. Not one single apology, or a sorry we messed up. I will not rest my case until accountability is taken and reasonable measures are taken to prevent this from happening to anybody else again. 

  
  Sincerely,
  
  ****** English

  

  Business Response

  Date: 09/18/2023

  Nothing further to add. The matter has been addressed.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20578664
  
  I am rejecting this response because:
  

  The matter has not been addressed, I have not received any other follow up from the business other than my bill that is do this month. I am not satisfied the least bit.

  
  Sincerely,
  
  ****** English

• Initial Complaint

  Date:09/07/2023

  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.

  In April of 2023 Nicor Gas, prompted by their own initiative, replaced a gas line in the public right of way directly in front of my front door at *************************************************. the work involved removing a roughly 5' X 5" section of concrete sidewalk in front of the house, excavation, gas line repair, and fill of the excavated area with gravel - making a concrete splattered mess all over the brick of our home, the front door, and the brick sidewalk pavers, some of which we cannot get off. I acknowledge that the work was required and was completed in a timely manner but I was not notified that the work would take place and the sidewalk has yet to be replaced. My complaint is that the concrete sidewalk has yet to be replaced since it was removed in April. This has caused a hardship and safety issues as guests visiting our house must tread across soft *****/gravel patch to reach our front door, thus tracking in this material. This is also a heavily pedestrian traveled area that causes a hardship and possible safety concerns for those pedestrians.I have had many phone conversations with multiple people at Nicor's Landscaping and ***************** and at least 2 phone conversations with Nicor's Paving contractor, *************************, ********, **., but the work remains unfinished and Nicor has not contacted me with a promised update since 8/29/23.Nicor's Website seems not to offer a forma l way to file a complaint of this type, therefore, my out reach to the BBB.All I am seeking is to have a commitment to have the sidewalk replaced ASAP this fall prior to snow fall as this will create an additional hardship.Furthermore, I believe Nicor is in violation of ************** ordinances for not replacing this pavement in a timely manner and I have been in communication with them as well.

  

  Business Response

  Date: 09/08/2023

  Customer has been contacted and the matter is being addressed.

  Customer Answer

  Date: 09/15/2023

   
  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:08/30/2023

  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.

  On 8/30/2023 at 2 am woke up to loud noises in my property . Was going to call 911 because i didn't know who was making all that noise. Was not aware that i had a balance that was due . Never received any bills and notices that i had a balance that was do , I was under the impression that i was on auto pay . Called and spoke to someone that was extremely rude and would not hear anything i had to say . Informed her of the situation and informed her that the full payment was made. UNSURE OF WHY SHE WAS IN SUCH A BAD MOOD > informed her that i have baby i have a baby in the house and need my service restored right away . She said that her first available appointment is going to be Friday. informed her again that i had a baby in the house and need this restored ASAP but she wasn't even listening to what i was saying...INteraction date : 8/30/2023 Employee i spoke to from customer service ********************* call ********** for more personal information . Account Number : **********

  

  Business Response

  Date: 08/30/2023

  Appointment scheduled. 09/01/2023 04:00PM to 09/01/2023 08:00PM there is nothing sooner. 

• Initial Complaint

  Date:08/28/2023

  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.

  We sold our rental property on 5/20/2021. We had a landlord agreement with Nicor regarding gas payments while in between tenants. Our obligation to the property ended on 5/20/21.Nicor has billed us for payment after the current owners sold their home according to the now defunct landlord agreement that should have been dissolved upon our sale of the property, and absolutely refuses to remove our name from the landlord agreement with their typical runaround tactics.We want our name off this account, and our money that we paid via extortion to our credit reports refunded.

  

  Business Response

  Date: 08/28/2023

  Customer has been contacted how to remove  a Landlord/tenant agreement. It must be in writing.

  
  Its the Landlords responsibility to put it in writing to remove a Landlord/Tenant agreement when a property is sold.
  
  To remove the Landlord Agreement Contract, please submit your request in writing by following these steps:
  Include the address and the account number of the Landlord Agreement to be removed with your contact phone number.
  Advised of stop date.
  Fax to Landlord Contracts at ************
  Email to: ***********************
  Questions, please call Nicor ************************** at ************.
  
  If you have any additional questions or concerns, please feel free to contact our business office and we will be more than happy to assist you.  ***************** telephone number is ************** Monday through Friday 7AM - 6PM, they can also be reached by email at ******************************************.
  
   
  
  

  Customer Answer

  Date: 08/29/2023

   
  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. HOWEVER, it took two emails to ***********************, three weeks apart, plus this BBB filing to resolve this, and it should have been resolved the first time. 

  
  Sincerely,
  
  *******************************