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:08/04/2023
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.
Getting charged for Pivitol Home Solutions, something that was not signed up for. And when trying to cancel it having to go through hoops.
Business Response
Date: 08/04/2023
Customer has been contacted and advsied- Pivotal Home Solutions is no longer owned or operated by Southern Company/Nicor Gas. Please contact Pivotal Home Solutions /On Course Home directly at ************** to address your warranty concerns.
Customer Answer
Date: 08/04/2023

Complaint: 20424330

I am rejecting this response because: Nothing was done except for passing the issue on to the next person. Pivotal Home Solutions was on our bill (Nicor) you must still be affiliated with them. We were paying the $25 for year for something that we never signed up for. This is not right.

Sincerely,

***************************
Business Response
Date: 08/18/2023
********* complaint- nothing further to add. Customer has been advised-Nicor Home Solutions aka Pivotal Home Solutions/Oncourse Home Solutions is no longer owned or operated by Southern Company. Please contact Nicor Home Solutions/Pivotal/Oncourse Home Solutions 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 ***************************************.
Initial Complaint
Date:08/03/2023
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 accessed our property to relocate their gas line and left significant property damage to the shoreline of of our property, causing erosion and deterioration to the land, damage to our front deck and damage to the rain gutters along the side of our home. Nicor acknowledged the damage, and reassured that repairs would be made by their contractors to the land, gutters, and deck.Nicor later refused to repair the damage they made to our property, because the cost was more than they were willing to pay and weve experienced ongoing drainage issues to our front yard, erosion of the shoreline into the nearby creek, and water runoff along the foundation of our home due to the detached gutters Nicor negligently left disconnected in order to install a a gas line. Additionally, Nicor was instructed to obtain a ***** of easement from property owners before performing any work. They did not receive our signature but proceeded to access to easement anyways which subsequently led them to utilizing our property (which is past the easement right of way) where they left property damage, and erosion to the land.Nicor also performed their work with an expired permit they were *****ed from Will County in 2018. Their work was supposed to be completed within 90 days of the permit being issued along with an itemized list of condition and restrictions that Nicor agreed to comply with. Most notable is #** which states the petitioner (Nicor) must receive permission from individual property owners.We are asking that Nicor repairs the damage to our yard, gutters, and deck as they agreed to do so.Will County has also requested Nicor to respond to the Countys request for an update regarding the repair by Friday 8/4.Of note, I have not heard back from ***************************, CEO of Nicor who initially responded to my complaint/concern regarding the property damage. He advised me Nicors claims adjuster (*************************) will handle the claim, however she has been silent.
Business Response
Date: 08/03/2023
The customer has been contacted. ********************** Gas considers the issue addressed in this capacity.
Customer Answer
Date: 08/08/2023

Complaint: 20418727

I am rejecting this response because Nicor has not been complaint with their communications. We are still waiting for Nicor to repair the damage Nicor made to our property, as previously discussed. Nicor has clearly delegated their legal counsel to communicate with me, however these communications are confusing, as they have nothing to do with the damage nicor did to our property and Nicors refusal to fix it, as previously mentioned. We are waiting for the appropriate individuals who are responsible for coordinating the plans to fix the damage Nicor did to our yard, to simply do their job.
Sincerely,

*********************************
Business Response
Date: 08/08/2023
The customer has been contacted. ********************** Gas considers this complaint resolved through this channel as it is being addressed in another capacity.
Customer Answer
Date: 08/08/2023

Complaint: 20418727

I am rejecting this response because the other capacity is not responding or assisting in addressing the problems that have been presented to Nicor.
please see all previous communications attached in this complaint. We welcome a response or solution from the employees of Nicor, and are happy to coordinate a date and time we can expect the repairs to be complete. There is nothing else to discuss on this complaint other than noncompliance on behalf of Nicor employees and refusal from corporate office to address the issue of property damage left by Nicor.

Sincerely,

*********************************
Business Response
Date: 08/21/2023
The customer has been contacted. ********************** Gas considers this resolved within this channel.
Customer Answer
Date: 08/21/2023

Complaint: 20418727

I am rejecting this response because nicor has refused to provide proof they did not trespass or damage our property. In fact, Nicors legal department attempted to bribe me for an exchange of signature on the grants of easements which were required for them to relocate their utility lines on our property.

Sincerely,

*********************************
Business Response
Date: 08/21/2023
The customer has been contacted. ********************** Gas considers the issue resolved within this channel.
Customer Answer
Date: 08/21/2023

Complaint: 20418727

I am rejecting this response because if nicor was resolving the claim then Nicor would not be denying and delaying Justice via BBB complaints forum. Please provide proof to support that I am being contacted elsewhere by Nicor to resolve the issue. The fact remainsthat Nicor has yet to fix the damage to our yard, which by the way, every single day continues to ***** into the creek where they trespassed and created a sinkhole in our yard.

Sincerely,

*********************************
Business Response
Date: 08/21/2023
The customer has been contacted. ********************** Gas considers the issue resolved within this channel.
Initial Complaint
Date:08/02/2023
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.
Regarding account **********, I moved at the end of March of 2022, from ********************************************************************** and stopped service on my Nicor account on April 4, *************************** attempted to send a final invoice to my forwarding address but the forwarding address was missing a Unit Number.They tried to forward to bill:**********************************************************Where as they should of forwarded the bill to:********************************************************************** confirmed by Nicor, the mail with my final invoice was returned to Nicor. Instead of trying to contact me, by my phone number, which they have on file. Nicor turned my final invoice over to collections. I received a collections notice in the mail, which I have promptly paid. Nicor NEEDS to make a written request to all credit agencies to have the late/no payment removed from all my credit reports within 30 days.
Business Response
Date: 08/03/2023
Customer has been contacted. ********************** Gas stopped credit reporting 2012. Nothing further to add this will close the complaint.
Initial Complaint
Date:07/30/2023
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.
Nicor has been doing what they call improvements by putting in gas lines and meters. They have destroyed our yards, came unannounced to change the meter causing my dog to damage my door frame and resulting in me putting him outside in 107 degree heat. They don't care about customers, he said he had a job order. They did the same thing to my mom who has alzheimers. I had no choice but to let him in on a day where I had no notice and if I didn't he would have let my gas off. He was rude and condescending. I have fallen in the holes in my yard as well as my autistic son has twisted his leg. If we didn't pay out bill they'd cut off our service but yet they can treat me and all my neighbors like we work for them. I want my yard fixed, door replaced and an apology to myself and all the neighbors they did the SAME thing to.
Business Response
Date: 07/31/2023
Customer has been contacted on how to file a claim/Landscaping and Paving will investigate to see what work is needed.
Customer Answer
Date: 08/04/2023

Complaint: 20396034

I am rejecting this response because: Nicor has not contacted me at all.

Sincerely,

***********************
Business Response
Date: 08/04/2023
Nothing further to add. Customer has questions or concerns she may call ************ Nicor ******************
Customer Answer
Date: 08/05/2023

Complaint: 20396034

I am rejecting this response because: what a waste of time and a joke Who do i speak to, a representative? My neighbor has been contacting you via an email address for months that was given to her by your customer service and you have still failed to respond. We will go to the news stations.

Sincerely,

***********************
Business Response
Date: 08/07/2023
In review-the customers door was not broken by Nicor. It sounds like the dog damaged the door maybe because he was irritated by the work being done. This would not be a claim unfortunately and the door is not covered by claims. The matter is considered closed. Nothing further to add.
Initial Complaint
Date:07/29/2023
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.
On July 13 Nicor notified me of a final billing error, adding $327 to my close out bill, due to them incorrectly billing me on the wrong meter over the past year. I can not verify the validity of this claim, nor do I believe I am responsible for an error made by Nicor, if in fact the claim is valid. I contacted Nicor and they stated the following "the account has been re-billed for 12 months in accordance with Illinois ******************* rules and regulations. Unfortunately, your Nicor Gas bill had been under-billed and the final balance due is $326.70."This can't be valid, and Nicor should be held accountable for such actions and fraud practices. Consumers paying for their errors.In the end, I do not believe i'm responsible for an error made by Nicor. **********, if in fact the incorrect meter was billed, someone else paid the bill. I was billed on meter ******* Nicor wants to back charge me for meter ******* I'm not the first, and they need to be held accountable. I do not want to pay a ***** for an error made by Nicor, if in fact this is an error.
Business Response
Date: 07/31/2023
Final response- The billing matter was addressed with another agency. Billing was corrected accordingly with Code.
Customer Answer
Date: 08/21/2023
Complaint: 20394458

I am rejecting this response because:

I reject the business' response, as i'm showing a balance on my former account and threat to send me to collections.

1. Nicor has not shared which code enables them to charge me an additional years worth of gas because they charged me to the wrong meter.
2. Nicor has not provided any facts on which meter I was charged to and the location of the meter to confirm legitimacy of claim.

***********************;

Sincerely,

***************************
Business Response
Date: 08/22/2023
The matter has been addressed with another channel. Nothing further to add.
Customer Answer
Date: 08/22/2023

Complaint: 20394458

I am rejecting this response because:
1. The matter has not been addressed with another channel. If so, which? I have not been informed of any resolution. Please share
2. I've received the below notice :
"As a result, your account will be referred to an outside collection agency within the next several days."
3. My former account shows a past due balance of $277.22.

Sincerely,

***************************
Business Response
Date: 08/23/2023
The customer has been contacted and the matter was resolved. No further action needed.
Customer Answer
Date: 08/25/2023

Better Business Bureau:
I have received a call stating the balance has been zero'd out, and an apology for any issues this has caused. I have confirmed online that my account balance is zero.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I appreciate all the BBB's help in supporting the little guy against a large corporation.
I would suggest opening up an investigation against Nicor to review similar practices against other consumers.
Sincerely,

***************************
Initial Complaint
Date:07/21/2023
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.
I am formally filing a complaint against Nicor Gas. They have been sending me exorbitant and inaccurate bills for a vacant building for several months now. I initially received a bill for $159.50 and within 5 months the bill became $1,180.68. My father owned the now vacant building until his untimely passing on March 23, 2022. After switching to a new account in my name, ********************** has attempted to grossly overcharge me for estimated gas services. My attorney and I have reached out to Nicor numerous times to resolve this bill, as the building is vacant, there is no showering or cooking, and the thermostat has been set at 58 degrees. The previous gas meter was faulty and needed to be exchanged. Nicor did not exchange the faulty meter until February 17, 2023. Several Nicor representatives reassured me that all of my estimated gas bills would be corrected to actual usage. To date, the bill has not been rectified and they have just sent me another bill, issued on July 7 showing an outstanding balance of $1,485.15.Throughout this entire process since October 2022, Nicor has been very dishonest with me. From the beginning, Nicor assured me that I would not procure any late fees while waiting for a corrected bill. Contrary to their promises, I have received late fees totaling $111.35 in addition to receiving a monthly customer charge (ranging from $22.14 to $26.96), which I was not made aware of. I am extremely worried Nicor will appear on my credit report if I do not pay the exorbitant $1,485.15 bill.I would like Nicor to correct my bill such that I am only paying what I am legally obligated to pay for actual usage. I would like Nicor to compensate me $5,000 for severe emotional distress this ordeal has caused me in addition to the monies I have expended traveling to and from my fathers home for the faulty meter to be exchanged (2-hour round trip). Lastly, I would like Nicor to refrain from appearing on my credit report or affecting my 850 credit score in any way. Thanks.
Business Response
Date: 07/21/2023
Complaint is being closed with the BBB as the issue is being addressed through a different channel.
Customer Answer
Date: 07/25/2023

Complaint: 20353896

I reject Nicors response, as they have not taken proactive measures to resolve my bill discrepancy. I have attempted to reach out to Nicor countless times since November 2022 to correct my bill amount, but they have not corrected the amount, they have continued to send me exorbitant bills, and they refuse to hold themselves accountable in any way. I have even consulted with an attorney to assist me in this matter, but Nicor has failed to respond to my attorneys phone calls and emails. I have suffered severe emotional distress throughout this entire ordeal, as I lost my father in March 2022, my mother recently had a stroke, I am an only child, and I am handling all of their affairs, as well as my own, by myself. Nicor has completely disregarded my feelings and emotions since November, and receiving these excessively high bills has only exacerbated my distress. I want Nicor to compensate me $5,000.00 for my severe emotional distress and to refrain from appearing on my credit report or affecting my perfect credit score in any way. Thank you.

Sincerely,

*******************************
Business Response
Date: 07/26/2023
Nicor Gas is working with her attorney to resolve her dispute and she should contact her attorney for any additional questions or concerns.
Customer Answer
Date: 07/26/2023

Complaint: 20353896

My attorney has reached out to Nicor numerous times to resolve this matter. However, there is no resolution to date. My attorney and Nicor's attorney began settlement negotiations, but as things progressed, Nicor's attorney stopped responding to my attorney's numerous correspondences. It would be great if Nicor's attorney would reach back out to my attorney immediately to resolve this matter as this should have been resolved months ago.

Sincerely,

*******************************
Business Response
Date: 07/27/2023
Duplicate complaint- No further action needed. Matter has been addressed.
Customer Answer
Date: 07/27/2023

Complaint: 20353896

I reject Nicor's response because this correspondence relates to the same ongoing complaint, which has not been resolved satisfactorily to date. This issue has been an ongoing hassle of unnecessary turmoil for 9 months and needs to be resolved immediately.

Sincerely,

*******************************
Business Response
Date: 07/28/2023
Nothing further to add the matter is being addressed by our ***************** The matter is considered closed with the BBB.
Initial Complaint
Date:07/18/2023
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.
Stop parking gas vehicles against my trees.
Business Response
Date: 07/18/2023
The customer has been contacted and the matter is being investigated for a resolution.
Initial Complaint
Date:07/06/2023
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 trespassed on my property almost 1 year ago and went past a right of way easement, and left my front yard with significant property damage that continues to deteriorate my yard every single day. Nicor was made aware of the damage the day it occurred, and reassured me they will provide landscape solutions to repair what they damaged.Every Nicor employee whos reassured me that they will repair the damage after they obtained landscaping estimates they asked me to provide them, will not respond to emails and my yard is eroding away into the adjacent creek in my front yard.
Business Response
Date: 07/07/2023
The matter has been addressed on another complaint. Nothing further to add.
Customer Answer
Date: 07/18/2023

Complaint: 20283304

I am rejecting this response because: Provided in this email will is documentation of my attempts to get an answer from NICOR gas, and they have ignored my concerns, and not answered questions. The *** also responded with information completely irrelevant to my complaint. This is intentional delaying, denying and ignoring problem being brought to Nicors attention.

Sincerely,

*********************************

Business Response
Date: 07/31/2023
Final response- This matter is being addressed in another capacity with our ***************** Nothing further to add.
Customer Answer
Date: 08/01/2023

Complaint: 20283304

I am rejecting this response because: nicor has not communicated to us that the issue is being handled by their legal department. If there is not wrongdoing on behalf of nicor, then there is no reason for this company to consult with the lie legal department. Nicor is delaying, denying, and refusing to be held liable and accountable for the damage that they left on our property. Most notable, Nicor is lying through their teeth. The last response Nicor provided to BBB was that the issue was resolved. CEO *************************** copied and pasted a few sentences from Nicors legal department to keep me quiet. His response lacks facts and credibility. Total lack of awareness as to what is happening within the company and the lower denomination of issues that need to be addressed and problems that need to be solved.

Will County has contacted Nicor and we are waiting for Nicor to respond to the County.
I am still waiting for a response from CEO Wendell ******* Also waiting for responses from those who are responsible for this matter including ***********************, *********************************, and ***********************. These individuals have knowingly sabotaged the integrity of our home by choosing to not respond to the dozens of emails illustrating, explaining, and articulating the exam damage Nicor has done to our property, paired with all the action items Nicor already agreed to perform in an effort to restore, fix, and repair the damage they acknowledged they did.
Sincerely,

*********************************
Business Response
Date: 08/02/2023
Nicor Gas has provided a response to the customer and considers the complaint issued through this channel closed.
Customer Answer
Date: 08/02/2023

Complaint: 20283304

I am rejecting this response because: this is not a sufficient response from Nicor. I provided plenty of documentation to support my complaint via BBB and Nicor has not provided the same in return.
I originally submitted this complaint through BBB because Nicor will not respond to me or respond to the issues I presented to Nicor in a professional manner.
Please have Nicor submit all documentation to BBB that supports their claim that Nicor is working on resolving the issue to fix the damage to our property as they have acknowledged to do so in the past.
It is very evident that Nicor is refusing to resolve the issue, and as a result I am requesting that my initial complaint to BBB about Nicors actions be posted to BBB website in order to bring transparency and awareness to other customers that Nicor serves.
of note: the *** of Nicor, *************************** has blocked me on LinkedIn. I do not have any way to communicate with him as I did before due to his actions in blocking me from the only professional platform to discuss business matters.
Sincerely,

*********************************
Business Response
Date: 08/02/2023
No further to add the matter has been address
Customer Answer
Date: 08/03/2023

Complaint: 20283304

I am rejecting this response because: Nicor is now communicating nothing to add when they never even responded to the complaint to begin with. Nicor, please re-read the initial complaint and respond accordingly. Please provide me with a copy of the resolution and what you did to resolve the problem. Damage my property including the yard, gutters, and deck.

Sincerely,

*********************************
Business Response
Date: 08/03/2023
Nicor Gas considers this complaint addressed in this capacity.
Initial Complaint
Date:07/03/2023
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.
I've been on Nicor's budget plan and recently cancelled the plan because I've been accruing a credit balance due to decreased usage. I previously contacted Nicor and they said the refund would be issues when the budget amount was recalculated mid-year. That did not happen and Nicor now has almost $900 of overpayments from me. I've cancelled the budget plan and my monthly bill will now average less than $40 per month. I spoke with Nicor and they told me I have to call back in two weeks to request the credit because of their company's policy. Nicor has had my money for months, and now they want two more weeks. This is a ridiculous policy and is not in the consumer's best interest. It is also a waste of my time that I have to call back again in two weeks, especially since they do not have any evening hours.
Business Response
Date: 07/05/2023
A refund has been issued per customer request. Should the customer has any further questions, ********************** Gas customer care at ************ is open ******* ******* further action is needed.
Initial Complaint
Date:06/16/2023
Type:Customer Service 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 contacted Nicor last week to get a commercial service set up for my business they took what I assumed was an application because they asked about the service location FEIN, and provided me with an account number **************. They are now telling me that I have to fill out another credit application which I have no issue with but I want my service expedited because I spoke with roughly 3 people last week and 3 people this week before being told about this secondary application. They have no interest in trying to resolve my issue as I need gas to have hot water to begin cleaning my business location. They should not be allowed to have poor business practices and then visit upon customers/potential customers to resolve. I need service and it should have been completed by 6/15/23 but they are now telling me another week because they did not do what they were supposed to. REGULATE them even more so that they do better.
Business Response
Date: 06/19/2023
customer has been contacted for resolution, no further action need

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