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:06/13/2023
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.
Nicor Gas recently replaced gas lines in my neighborhood. In the process of replacing the lines they drove an excavator on to my driveway causing some damage. I made a complaint a supervisor was sent to my home to inspect the damage. The supervisor was very disrespectful. He began to use foul language which escalated into a heated exchange of words between us. He accused me of lying and trying to scam the company, calling me dishonest. I eventually told to to leave my property, he initially refused and continued to exchange words. I would like to make a complaint about the damage done to my driveway by their heavy equipment and a complaint against the supervisor that was sent to my home.
Business Response
Date: 06/28/2023
Customer has been contacted for resolution, no further action neededInitial Complaint
Date:06/06/2023
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 attempted to set up a payment arrangement on their website. The website allowed me to set up a future payment in reference to the arrangement but after scheduling the payment, the system informed me that the arrangement was not set. I called Nicor and was told by an agent that the arrangement could not be set up with a future payment. I asked the agent if he could cancel the pending payment from his end so that I could call back on my payday and set the arrangement. He told me he would do that. I called back and set up the arrangement. Both payments were taken from my account. When I called Nicor back, they acknowledged that a mistake was made but refused to refund the payment stating that once it was credited there was nothing they could do. This has caused me a great deal of financial stress, caused my bank account to bounce and their representatives could care less. Horrible customer service.Business Response
Date: 06/07/2023
Customer has been contacted regarding issue.Customer Answer
Date: 06/08/2023
Complaint: 20150863
I am rejecting this response because:
They called me once during my workday yesterday and left a brief vm to call them back. There is no resolution and they only made one attempt, in the middle of a weekday to contact me.
Sincerely,
*****************************Business Response
Date: 06/26/2023
Customer has been contacted no further action is required.Initial Complaint
Date:05/16/2023
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 lack of communication from the business it unreal. Without warning, without communication, without any merit to back up any of it's claims it has shut off my gas. I have a 1 & 2 year old child. How can you just shut off gas, without even communication with the home owner? A home owner, who was in good standing, never received any late payment bills, phone calls or anything. No note left at the door, nothing. To top it off, they blocked my phone number so the only way I was able to get through was by call *67. How unprofessional of Nicor. Absolutely ridiculous that our government lets this monopolized company run this state. EAD Nicor.Business Response
Date: 05/16/2023
Customer needs to call ************ for assistance. Phone number and email does not pull up in our system. We need a full account number or address/meter number to assist customer. Otherwise no further action needed, this would close the complaint.Initial Complaint
Date:05/11/2023
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.
hello, i tried to submit my inquiry online but received error message, i am questioning my usage from january 20th to may 1st 2023. i have not been living at the house this whole time and kept my thermostat at 59 degrees. my bills are very different each month, can you please advise which reading was actual and which was estimated? i dont agree with these bills and amounts for these months.Business Response
Date: 05/22/2023
Customer has been contacted, no further is required.Initial Complaint
Date:05/04/2023
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 accidentally charged two cards for a bill, I called to have them cancel one charge and they refused to cancel. My bank cant do anything about it and I want my 291 back, they took my money twice. And refused to help.Business Response
Date: 05/05/2023
Customer has been contacted and no further action is required.Initial Complaint
Date:05/03/2023
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.
The company offers rebates for energy efficient furnaces. I put one in and applied for a rebate check. That was January 24, 2023, and I am still in email exchanges about getting my check. The tracking numbers are ********** & **********. My contact has been ************************* at *********************** What do you advise I do to obtain my check? Are there other BBB complaints about this rebate program? Thanks for any help. - *******************************Business Response
Date: 05/22/2023
Customer has been contacted, no further action required.Customer Answer
Date: 05/23/2023
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:05/01/2023
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 Accounting at ********************** has been very difficult to work with. I have made every payment for my tenants and my account over the past 3 years. Over 10 hours and each call less is resolved. I have attached a full detailed outline of customer service and accounting issues I have tried to resolve with Nicor only to have each call have the Nicor representative becoming more confused and numbers not adding up. I would like this accounting to be resolved and confirmation sent showing so.Business Response
Date: 05/01/2023
Customer has been contacted no further action required.Customer Answer
Date: 05/03/2023
Complaint: 20002706
I am rejecting this response because: nothing has been resolved.
Sincerely,
***********************Business Response
Date: 05/03/2023
I spoke with ************ today at 10:22 advise him that his complaint is being investigated and will contact him back after the investigation is completedCustomer Answer
Date: 05/07/2023
Complaint: 20002706
I am rejecting this response because: I was contacted and I requested to set up an appointment. I was told to call anytime between 8:00 and 4:30 P.M. I called back on May 4th and May 5th each time being sent to voicemail and have not had my calls returned.No one contacted me saying this was being investigated and since all calls are recorded I would ask for a copy of that recording.
Sincerely,
***********************Business Response
Date: 05/08/2023
I reach out to the customer on May 1st and the customer advise me that he will contact me later that day May 1st not May 4th or 5th. I will contact the customer when I return back to the office, My availability is from *****pmCustomer Answer
Date: 05/10/2023
Complaint: 20002706
I am rejecting this response because I have left several voicemails and not returned a call back. I am requesting this be a scheduled phone call with a supervisor to resolve this issue.
Sincerely,
***********************Business Response
Date: 05/12/2023
The matter has been addressed with ***********************-nothing further to add the matter is considered Final and closed.Customer Answer
Date: 05/15/2023
Complaint: 20002706
I am rejecting this response because this matter was not addressed. The accounting error and horrible customer service is still continuing. They have not been able to show any ledger of the charges for either account and continue to point fingers at my bank and me for the error. Very frustrated with the lack of business customer service on this matter and continued delays.
Sincerely,
***********************Initial Complaint
Date:04/28/2023
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.
Im trying to contact my gas company so I can change my service to my new house before they shut it off because I bought it a week ago and the emergency line is the only working phone option Please This is not good I cant get a hold of them,not even to pay my bill over the phone like I do often ***************************Business Response
Date: 05/01/2023
The customer has been contacted, no further action neededInitial Complaint
Date:04/19/2023
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 interested in having the air ducts in my home sealed, NICOR offers a $500 rebate with the stipulation that you must use one of their contractors. I selected one of their contractors, had the work done and paid the contractor in full. I then submitted the rebate application with the required documentation. When I inquired as to the payment status I was informed that they only provide instant rebates through their contractors and if I did not receive the rebate I must not have qualified. There were no other qualifying criteria, other than using a NICOR approved contractor. NICOR acknowledges that the contractor is an approved contractor.Business Response
Date: 05/01/2023
Customer has been contacted and no further action required.Customer Answer
Date: 05/01/2023
Complaint: 19958617
I am rejecting this response because: I have not been contacted by the business. NICOR has not spoken with me and no rebate has been received. None of the deceptive and misleading information on their website has been modified, clarified, or changed.
Sincerely,
*****************************Business Response
Date: 05/03/2023
Spoke with customer advise researching refund request.Customer Answer
Date: 05/08/2023
Complaint: 19958617
I am rejecting this response because: I have not been provided with a resolution. I did receive a telephone call from a representative that indicated she was working on a response with the people involved in the rebates program and it would require several days. I am rejecting the response from NICOR until that response is received, but I do acknowledge that NICOR did in fact contact me and updated me on 5/2/2023.
Sincerely,
*****************************Initial Complaint
Date:04/13/2023
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 have been a Nicor customer for 42 continuous years. Not one time in all those years did I fail to pay my gas bill. I am a 69 year old widow who lost his wife 15 years ago this Christmas. I am on a fixed income and have stuggled to keep up with the excessive increases the Illinois legislature allowed two years ago. I have been on a budget for years prior to the covid incident. Nicor has changed my budget without warning several times and I pay the budget amount on time monthly. I do not answer calls with no caller ID because they are typically scams trying to cheat the eldetly. Nicor suddenly showed a $41 amount unpaid 60 days ago. This billing practice is unethical at best, illegal at worst. Today an auto dialer left a message that I need to contact Nicor due to a billing issue. There is no issue! I have paid my bills as they were billed and have the records to prove it. Nicor needs to call from a phone that identifies who is calling and have a real person call. I will be call in ICC monday if a human does not reach out to me immediately.Business Response
Date: 04/14/2023
This customer will be contacted by telephone today.Customer Answer
Date: 04/16/2023
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,
*************************
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.