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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

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Nicor Gas Company has 5 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/18/2023

      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 never had any service pertaining to this address or any other service. Ive been staying in ******* for the past 5 years this happened to come up in an equifax data breach

      Business Response

      Date: 03/20/2023

      Customer has been contacted
    • Initial Complaint

      Date:02/27/2023

      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.
      Just received coorespondence from ********************** regarding request for renewal of their ********************** Warranty policy. As I never heard of them or their policy I contacted them and was advised that Nicor Gas signed me up for it. Apparently the policy was coming up for automatic renewal which would be at my cost. I never heard of this company before and had no idea of their policy that was now renewing. I advised that this was done without my consent or knowledge and wanted it to be stopped. They advised that I would have to talk to their cancellation department, however they kept coming back advising that they were too busy to take call then the line went dead. This occurred twice. I never requested or even knew about this warranty policy that Nicor Gas intitiated my behalf without my knowledge, and now I can't stop it and will have to start paying for it. This is a very deceitful practice.

      Business Response

      Date: 02/28/2023

      The customer has been contacted. 
    • Initial Complaint

      Date:02/24/2023

      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 have been overcharged by Nicor. For the months of October, November, and December. When first called Nicor about the $780.00 bill I was told it was normal the rates went up that every was seeing price increases. Yes the rates were higher but not that high. My next bill even higher over $800 for one month. I finally got a technician out and the technician indicated that my meter was not working.Nicor tells me the meter was right and issues me a credit for only $28.00 Last week I call and make a payment arrangement. I was told if I paid $152.00 they would give me a payment arrangement for 12 months. One line on yesterday I could see my next bill would be little over $100 because I had sent an additional $350.Today I see my bill and it is for $378.00 When I Nicor tells me they changed my payment arrangement. They could not apply the $350 to my next bill.They had to apply it to my payment arrangement and I could not have the 12 month payment arrangement I could only have 9 months.After talking to a manager I was told I could have a payment arrangement of 11 months not 12 and they could not apply my payment to my current bill. Had had technicians to check for gas leaks and run test no problems. I had my hot water tank tested no problem.

      Business Response

      Date: 02/27/2023

      Thank you for bringing your concern to our attention. A Customer Relations Representative will contact you by phone to discuss. 
    • Initial Complaint

      Date:02/20/2023

      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.
      Made a payment of $82.88 on February 16th. Had my card decline at the pharmacy on February 20th. Turns out Nicor Gas billed me a SECOND time for the exact same amount - $82.88, for no reason, completely overdrafting my account and the woman I spoke to said that I have to wait TEN days to get a refund and I might not even get one because "it might just end up being applied to my next bill instead". Tried to make it sound like it's my fault that I have autopay on even though I paid the bill four days early. I want my money back NOW! I have no medication and I am completely unable to put gas in my car right now because an extra expense completely threw my budget out the window.

      Business Response

      Date: 02/20/2023

      Thank you for bringing this to our attention. The customer has been contacted by phone and the issue has been addressed. 
    • Initial Complaint

      Date:02/19/2023

      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.
      I applied for gas meter on existing residential gas meter line. I purchased this home on December 7th 2022. I applied to open gas account. And they said meter been removed from properly for more than 2 years so then need to run new gas line. And it will *********** to 8 weeks. With out testing gas line they just want to install new gas line. It's winter months I been requesting can you please try to install a** soon as possible.. today is 19th February 2023. Still I didnt hear anything from them.

      Business Response

      Date: 02/21/2023

      Thank you for bring this to our attention, Customer Relations will contact you by Phone
    • Initial Complaint

      Date:02/16/2023

      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 have had a surge and inconsistent charging to my account which has often set me back financially. I have been charged over 200 dollars a month for gas bills and the auto pay method for this company does not work, this month I was charged twice over 200 dollars in gas bills and every time a payment does not go through I am never consulted and my bank account is charged when there are no funds putting me in the negative and contacting this company is stressful. I would like compensation for this as it conflicts with my available funds leaving me with no money to provide for my family due to inconsistent charges and lack of communication from the company.

      Business Response

      Date: 02/16/2023

      Thank you for bringing this to our attention. A customer relations representative will contact you my phone. 
    • Initial Complaint

      Date:02/07/2023

      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 updated the credit card I have with their autopay system which apparently takes a billing cycle to take hold. As such, my automatic payment for ******* did not go through so I manually made the payment, including late fee of $550.**. Then, 2 weeks later, the autopay works and automatically took the $550.** payment again. I contacted their customer service for a refund and was told tough luck, they are "unable to issue refunds" which is outrageous. They claim that I need to wait 10 days for something, then contact them to issue me a check. There is absolutely no reason why payment can be taken immediately but not refunded to the same card used. Having to wait an arbitrary amount of time to contact them for a check to be mailed to me because their system can't determine if there's a bill that's already been paid is silly.

      Business Response

      Date: 02/08/2023

      Customer has been contacted and information has been provided. Nothing further to add. This will close the complaint. 
    • Initial Complaint

      Date:02/02/2023

      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.
      One 09/29/2022, I contacted Nicor regarding closing my grandfather's account, and opening a new account at his address, as he had passed away. Upon closing the account, I let the customer service agent know that my grandfather had a credit on his account. At which time the agent stated, upon closing my grandfather's account, a check was issued to my grandfather's name. At which time I explained that I wanted that check voided, because my grandfather had been deceased for some time. The agent assured me that the check would be voided, and that I need to send in a small estate affidavit for the refund of the small credit on my grandfather's account, which was closed. At this time, the agent said, he could email me a small estate affidavit. I waited, for some time, and never received the affidavit. Therefore, I began emailing customer service in attempt to obtain a small estate affidavit. After some time was eventually emailed one. After some back and forth regarding the way I filled out the affidavit. and portions that I missed when filling it out. Finally, on December 27, 2022, I received an email with Nicor giving their condolences, and also letting me know that I should be receiving the refund from my Grandfather's account in 3-4 weeks. I waited until January 31, 2023, and sent a follow up email letting Nicor know that I still hadn't received a refund check. At this time I was told, I wouldn't be sent a refund check, because the check had already been cashed! So the original check, in my Grandfather's name, that I had asked to be voided was issued! I then send reply, stating I had not even received a check! I then called Nicor, and after multiple transfers, I was supposedly transferred to a supervisor. Upon speaking the the supervisor, I felt she was very accusatory regarding the cashing of this check, as if I HAD CASHED IT! I requested a copy of the front and back of the check. At which time I was told that *** not be possible. Still awaiting.

      Business Response

      Date: 02/03/2023

      Customer has been Contacted and ********************** Gas Policy has been Explained to the customer.
    • Initial Complaint

      Date:01/24/2023

      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 spoke with a manager today 01/24/23 regarding my ******** account during the months of ********* in the amount of $ ****** l made a payment for $100.00 my balance s/b $****** during the month of ******* l had my heat off l was not using any heat doing that month of ******* my bill for ******* ****** ***** the Manager how did my bill jump up to ****** in ******* when l didn't have my heat on for the entire month and l don't even cook that often well she goes to say do you have a water heater l said yes but still my bill should not be ****** i told her doing the summer when l don't use my heat at all my bill be $40.00 to $45.00 a month then she say that the bill that total ****** is reflecting the bill from ******* payment so my bill from Nov - *** was over ****** and my bill for ******* is $****** l have not turn my heat on for the entire month in ******* something not right l just made another payment today for $50.00 I'm not qualify for any assistance that can help me pay for gas or light I'm a single women making every means meet and nico gas is just taking taking and not given anything back to the people that they think that don't need any help like myself what about the people that say oh your over qualified you make to much money that's not true the day that l make to much money is the day l become rich YES l need help too and nico gas is ripping me off l am freezing in my own home of not having my heat on because l can not afford these redulous unfair prices someone needs to come out and check my meter a** well as my water heater l stay in my room with my electric blanket and my heater on why is my bill so high when l don't cook and not using my heating gas SOMETHING NOT RIGHT I WANT ANSWERS I NEED HELP TOO I ALSO WAS IN PAYMENT ARRANGEMENTS WITH **** GAS EVEN THAT IS A RIP OFF l try to keep up paying my bills on time just to see how they will bill me in the month of l believe Oct, or Nov my bill was $43.00 doing that time i was paid up during Nov Dec my bill was ****** now it's *** where did the ****** come from when I'm not using any heat l was all caught up on my payments the month of Oct l own ****** from previous bill my total bill now is $326.99

      Business Response

      Date: 01/25/2023

      Nothing further to add- Senior Supervisor explained billing this was for a majority of December billing. 

      Customer Answer

      Date: 01/26/2023

       
      Complaint: 18888687

      I am rejecting this response because:

      Sincerely,
      Your respond tell me you don't give a .... I would like for someone to come out and read my meter my gas bill should not be double l need an explanation and a reading of my meter is that so hard to do?
      *********************************

      Business Response

      Date: 01/26/2023

      Nothing further to add. Customer has AMI device reads meter daily and billing was explained by a supervisor.

      Customer Answer

      Date: 01/29/2023

       
      Complaint: 18888687

      I am rejecting this response because:
      The supervisor did not explain why my bill double up  extra ****** send me a copy of the meter report or help me get some type of assistant to pay this $500.00 gas bill can you do that!
      Sincerely,

      *********************************
    • Initial Complaint

      Date:01/19/2023

      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.
      We submitted an application for service to our new home which is under construction over a year ago. We still do not have service. We continuously follow up with the project manager with emails and voice mails. It takes weeks/months to get any responses and updates. There is no progress being made even after we have made the necessary payments and have a permit. The first permit which the county issued in May of 2022, that we were not aware of, lapsed after 90 days because NICOR never picked it up. Another permit was issued in December of 2022, which we have a copy of, and we are still waiting for any information as to when we can expect installation.For the past month or more, we have been emailing or calling a few times a week. The past week, we have been emailing or calling daily with no responses whatsoever.We need the gas line to be installed as we are having major delays in the construction of our home.

      Business Response

      Date: 01/19/2023

      I have contacted the customer. We are working with the customer to get the service installed. Customer has my direct information.

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