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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

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/21/2022

      Type:Order 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.
      My home has continuous power outages. I've called and reported every outage. Nipsco will send out a crew, but the problem is only temporarily resolved. My home and the home next door to me has well water, so no electricity no water or toilet. My son has an illness, we cannot continue to leave the home for these temporary fixes to the transformer box. Outage dates 8/4, 9/11 and 9/20. These are just a few dates, but I am having the same issue. The power outages are not all due to trees, animals or storms, that transformer box located at *********************** has repeated issues that need a permanent fix. Please help. I don't have money to buy a generator or to hook up to city water.

      Business Response

      Date: 09/22/2022

      Customer ********************** Representative spoke with the customer and reviewed the reason for the outages. Customer was advised to continue contacting us when experiencing an outage so that we can further investigate and ensure customer safety. 

    • Initial Complaint

      Date:08/12/2022

      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 has installed a new phone system and it is impossible to access assistance for a public utility. They offer to call you back but the phone systems completely shuts down after going through a systematic number of prompts. The wait times are in excess of 45 minutes to then get dropped.This is a PUBLIC utility company. I have no right to choose who I am using. They are trying to reduce the number of representatives by using this phone system but it is unfair to the consumer. I need help and am unable to get any.

      Business Response

      Date: 08/16/2022

      In April 2022, NIPSCO launched a Conversational IVR. We understand a change in our IVR can take time for customers to become acclimated to the new conversational functionality of the system.

      NIPSCO is continuing to work on opportunities to enhance the Customer experience when calling into our ************* Center.

      On 8/15/22, a NIPSCO Customer ********************** Representative spoke with ****************** to apologize for her experience and assist with her request.


    • Initial Complaint

      Date:08/02/2022

      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.
      We have had six major power outages here in nine weeks. In addition, we have short outages and flickering weekly. NIPSCO does not care about the customer because they are a monopoly. I have spent over ****** in propane for a generator to keep basic critical appliances running this year. My medication requires refrigeration.Meter Number *******

      Business Response

      Date: 08/10/2022

      A NIPSCO Manager spoke with **************** last week to address the Customers concerns regarding his electrical outages and gave him an overview of the steps that were already in progress prior to his complaint.


      Customer Answer

      Date: 08/10/2022

       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.

      Customer Answer

      Date: 08/03/2023

      We have had 20 major power outages in **********, in 19 months. Ten in 2022 and ten so far this year. In addition, there has been several short outages and flickering lights. This is like living in a 3rd world country! I talked to a representative of NIPSCO last year and he assured me things would get better. They have only gotten worse. NIPSCO is a monopoly, therefor, they don't care. The State of Indiana is supposed to regulate monopolies but apparently they don't care either.

      Desired Resolution:
      Repair

      Business Response

      Date: 08/10/2023

      Tree trimming for this area expected to take place between 4th quarter 2023 and 1st quarter 2024.  Special permitting is required for a large portion of this area.

      Thank you.

      Customer Answer

      Date: 08/10/2023

       I am rejecting this response because: This is the same excuse they gave me last year.


      Business Response

      Date: 08/21/2023

      Tree trimming for this area expected to take place between 4th quarter 2023 and 1st quarter 2024. Special permitting is required for a large portion of this area.

      Thank you,

      Customer Answer

      Date: 08/22/2023

       I am rejecting this response because: This is the same excuse I got last year. Not all 21 outages were due to trees!


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

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