We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Natural Gas Companies

Northern Indiana Public Service Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

This profile includes complaints for Northern Indiana Public Service Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Northern Indiana Public Service Company has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 45 total complaints in the last 3 years.
    • 19 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/18/2023

      Type:Billing Issues
      Status:
      Answered
      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 given a credit of $139.18 from ***** solutions for my esp plan cancellation on my Nipsco bill. Nipsco told me in February that the credit was applied and I only owed $97.47 on my current utility charges. Then they turned around and added the $139.18 back on my balance on my March Statement and blamed it on ***** Home Solutions and that I owed the money to them. They charged me fees since March and waived all them and then after I was credit with a check from ***** I recently paid Nipsco the $139.18 and they still fee me $4.07 on my September statement and refused to reverse the fee even though if they would have left the $139.18 credit from my February statement and not put it back on in March I never would have had this problem with my bill and fees from March to September. I am ****** I have to pay them $4.07 in fees for their error on my bill. I think they are rippping off their customers left and right. If I was not so smart and cared about it they would have made $28.00 or more in fees off me.

      Business Response

      Date: 09/19/2023

      On 9/18/23, a NIPSCO Customer ********************** Representative spoke with the customer and addressed their billing concerns. 

    • Initial Complaint

      Date:07/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 rejecting this response because:

      I was not made aware that everything was done, which is fine. BUT, NIPSCO came today and helped themselves to my backyard with no notice (I have a dog and so walking into my backyard is not okay) and they marked gas lines. Clearly something is still being done. Id like to know what. Id also like for them to at least knock on the door so that they dont get bitten as well. 

      Business Response

      Date: 07/19/2023

      Good afternoon.  The repairs are complete and the customer has been made aware.

      Business Response

      Date: 07/20/2023

      Good afternoon.  Our Field Supervisor was on site this morning 7/20/23, and spoke to the customer.  

      Customer Answer

      Date: 07/20/2023

       I am rejecting this response because:

      There was no contact made with me this morning! I need to know what theyre doing in my backyard and when but I have been given no information! 

      Business Response

      Date: 08/10/2023

      NIPSCO determined that the pole will be replaced and the line will be routed to a neighboring pole alleviating the need to work in the customer's yard.  Whenever digging is needed, locates (flags) are required to mark all underground utilities ***** electric, water, sewer, telephone, etc.) for safety purposes.

       

      Thank you.

    • Initial Complaint

      Date:06/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      From: *********************** <*********************> 
      Sent: Thursday, June 15, 2023 10:35 PM
      To: ************************* <****************************************************************************************>
      Subject: RE: complaint is invalid

      RE: complaint  #********
      What did I not submit?  I did change "compensation" to "contact from the business.
      I have only been contacted once by **** **** Mr. ************************ An affiliate of Nisource ****
      ****************** explained there are three crews to choose from.
      My wife talked to one clean-up crew who said they were not responsible.
      I believe it was actually  NIPSCO's truck that did the damage.

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

      Business Response

      Date: 06/19/2023

      NIPSCO's damage claim department attempted to contact the customer and ended up leaving a voicemail and followed up with a letter sent via US Mail.

      Customer Answer

      Date: 06/23/2023

       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.

      Thank you.

    • Initial Complaint

      Date:05/05/2023

      Type:Billing Issues
      Status:
      Answered
      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 moved from a house on Kentucky ave in ******* 7 years ago and moved to a apartment at ********************* in *******. For years I have contacted them trying to see why I have a address attached to my account that I haven't lived at for years. I found out that I was still being charged for the "home solution" plan for a address I haven't lived at in years. When I complained about having to pay for a house I don't live in, no one can tell me why. Over the years ive had to make payment arrangements with NIPSCO and found that they included bills and services for the past address. When I spoke to someone awhile back, no one could tell me why the person who owns the house has their own account for that address and my account also has the same address. Two people who has their own accounts with NIPSCO but the same house on both accounts. Even years later when I call, they say we have found two addresses on my account. I'm not crazy. They clearly say that I have two locations on my account and I have been paying for services at both addresses and I'm sure the owner doesn't care because he's getting over. I want all the money that I paid over the past 7 years for a location on my account that I haven't lived at. I want the address off my account. I requested a audit to determine how much money I've been paying for another person's address on my account. I have filed a complaint with government body that monitors NIPSCO. I've also filed a complaint with ********** **************** NIPSCO has be quiet about these issues and feel that a audit isn't necessary. ******************************************* **** ********** plc Apt ** ******* indiana 46323 ************ 07/12/2974 ###-##-**** ************

      Business Response

      Date: 05/12/2023

      On 5/10/23, a Customer ********************** Representative (***) spoke with ************************ and explained their billing and Home Solutions charges. The *** explained to the customer that they are only being billed for utility service at their current address.

    • Initial Complaint

      Date:04/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.

      Response from company about their shady practices.  Explanation about why they are sharing personal information of customers.  

      Business Response

      Date: 04/21/2023

      Upon receipt of this complaint, a Customer ********************** Supervisor attempted to contact the customer on more than one occasion and left voicemails to apologize for any misunderstanding with the transferred call. 

    • Initial Complaint

      Date:02/21/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
       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.

      Thank you.

      Business Response

      Date: 02/22/2023

      The customer spoke with a Customer ********************** Representative (***) on 2/21/23 to inquire about a payment he made that was not appearing on his account.  The *** reviewed the account and was not able to locate the payment, so she initiated an official payment investigation.

      On 2/22/23 the *** called the customer to inform him the payment had been located and applied to his account.  Any associated late fees were removed.  The *** asked the customer if he had any other questions or concerns.  He did not.  The *** ended the call by apologizing to the customer for his experience.  He thanked the *** for calling.

    • Initial Complaint

      Date:02/17/2023

      Type:Billing Issues
      Status:
      Answered
      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 rejecting this response because:

      1- i was told no fees. then was charged $31.50 reconnect fee. credit company needs to b told it was pd 1-2-23. $89.43 payment found.   no more threatening letters of disconnect 

      Business Response

      Date: 02/24/2023

      We attempted to contact the customer and left a voicemail to advise their payment inquiry has been forwarded to the appropriate department for review and we will follow up with the customer once we have resolution.

      Business Response

      Date: 03/06/2023

      The customer had a ********************** bill that was sent to collections and the customer made a payment to the ******************  There was a delay with NIPSCO receiving the payment from the ******************  The payment has been received and has credited to the customers active NIPSCO account today, 3/06/23. Late fees have been waived and a follow up call was made to the customer to advise of this information.

    • Initial Complaint

      Date:01/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a house and had a new furnace installed. Nipsco told us that they had retired the gas line and had to install a new line. They have given me three different installation dates within the last 6 weeks and have not installed the line. They will not return calls or communicate scheduling expectations with me. The house has been unlivable with the cold weather and we have not been able to finish any projects. Nipsco's policies and processes are not customer friendly. We have made multiple trips (one hour each way) to go work on the house only to find that there is no heat. Additionally, without the installation of the new line they will not give us an account number so we can't go online and check the status. My husband has been on hold on the phone for longer than 90 minutes multiple times. We are about ready to purchase an electric furnace and try to sell the new gas one.

      Business Response

      Date: 01/06/2023

      NIPSCO's gas scheduler contacted the customer on the morning of 1/6/23 to advise the order to install the gas line was scheduled for today.  The work has been completed.  Now that the gas line has been installed, the next step is for the customer to contact **********************'s ******************** at ************, Monday thru Friday, 7a-7p (Central) to schedule the install and turn on of the gas meter.  Any Customer ********************** Representative will be able to assist.

    • Initial Complaint

      Date:12/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Nipsco is the only company that is an option to provide gas service to where we live. They also do not hook up the gas service after 4 PM. The average person has to work a job until after 5 PM, so I do not understand how they expect people to accommodate their needs when we have to keep our jobs to be able to pay our bills. Nipsco has a monopoly on the industry that I am required to use to provide for my family. What they are doing is illegal as well as wrong to not help families not have to miss work when they could just have staffing to hook up service after 4pm so families dont have to loose income due to their short comings on poor staffing and timing for to provide the service they have such a strong hold on

      Business Response

      Date: 12/14/2022

      The customer called on 12/12/2022 to request turn on of gas service. An exception was made to complete the order after 4pm. The customer has active gas ********************** as of 12/13/2022.  

      Business Response

      Date: 12/14/2022

      The complaint is related to Nipsco.  This complaint was mistakenly sent to NIBCO.  So please route the complaint to Nipsco.

    • Initial Complaint

      Date:11/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 my home in September of 2017. Nipsco who I had previously worked through, has been stealing money from my nipsco account for gas/electric. They have amped up the price for gas and have done nothing but over charge me monthly. My nipsco bill does NOT have actual meter readings, it does not even come from the actual office off of 80thave. All my bills are from some fake PO Box and now they are threatening me again to shut my service off after spiking my bill fraudulently, once again. I have children in my home and they are asking for over $1200 every single month. I contact them and they say theres nothing they can do, IM DISGUSTED and demand a resolution & for this company to get busted for fraudulent transactions. Im going to take this matter to court if it is not resolved here, I AM DONE NIPSCO!

      Business Response

      Date: 12/02/2022

      A Customer ********************** Representative contacted the Customer and together they reviewed the account.

      Both the gas and electric meter have been read monthly.

      The Customer was concerned with the gas charges and the Customer ********************** Representative explained the Commodity Charges and the Customer's usage.

      The Customer ********************** Representative worked with the Customer to create a credit agreement/payment plan.  The terms of the agreement along with the payment amounts and due dates were explained.  The Customer was provided the names of agencies who may be able to assist with his utility bills.

      The Customer thanked us for calling.

    Northern Indiana Public Service Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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.