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
- 123 total complaints in the last 3 years.
- 37 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:04/24/2025
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 setup auto pay, nicor gas keeps sending me emails saying my bill is past due. I cant even log into my account because their system is slow or broken as I have been unable to log in or reset my password
Business Response
Date: 04/25/2025
Customer has been contacted, and his concerns are being addressed. Nothing further to add.Customer Answer
Date: 04/28/2025
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:04/12/2025
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.
Gas was turned off at my home with no notification.Business Response
Date: 04/14/2025
Customer was contacted nothing further to add.Initial Complaint
Date:03/26/2025
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.
This is an account with ********************** Gas and every month i pay roughly $24-25 on a budget plan, We don't use alot of gas except in winter and this winter we did not use heat alot. Anyway, for awhile i did not use the budget plan but then decided to start again as i did not know how winter would go. It came to what is mentioned above and i started noticing that in addition to the budget amount there was another amount of roughly 8. I always thought it was for a delivery of gas or another tax or something. So i believe i paid it as well a couple times until i finally sent an email wondering why the amount due was $32 when it was supposed to be around $24. that is when i found out it was for this Pivotal Home warrenty thing that i never heard of. I asked them to take it off and was informed i had to call them. Called and was told it would get cancelled but it wasn't cuz it showed up on **** *****, so i started paying the gas part and not that part. Then i was being charged late fees for it. I had a death in the family and could not deal with it and sent a few emails to Nicor about it. One rep said she could not even find where i signed up for it. Called ******* today and they said it was finally ** this month but Nicor had to refund and take off late charges. I reach out to Nicor and they said they cannot but to call Pivotal. Im done with the back and forth. One of them or both needs to fix this. I will not pay anything else until its fixed. Im sure i have a pretty good refund/credit coming. I will keep a close on a future bills and im warning people to keep an eye on theirs as well. ThanksBusiness Response
Date: 03/28/2025
The customer has been advised on the proper channel to address their concerns.Customer Answer
Date: 03/31/2025
Complaint: 23119556
I am rejecting this response because:
I have been going back and forth between the 2 companies and each say the other is responsible. The charges and payments have been on Nicor gas bill so that is who i expect to reverse and credit my account. I cannot spend time calling each company with same outcome and as stated i feel Nicor should handle this. In looking at other complaints Pivatol has seemed to be on other gas company bills too. If Nicor is not going to be responsible then they should not have this billing on their bill. I never signed up for this service and even Nicor cannot find out how i got signed up for as i have kept a paper trail on this. If Nicor cares about their customers they would help them with this. So again, im expecting Nicor to settle this and credit my account accordingly. Thank you
Sincerely,
*** ******Business Response
Date: 04/01/2025
********************** is not owned or operated by Southern Company / Nicor Gas. There is nothing further we can do to address this customer's concerns. The customer has been advised the proper channel to address their concerns.Customer Answer
Date: 04/02/2025
Complaint: 23119556
I am rejecting this response because: same as before. Nicor is the one that does the billing and is the one i pay. in going through everything i find this goes back to roughly April of 2023 so the amount is roughly $250 to $300, which is alot of money for something i did not sign up for. I feel this is also billed sneaky since the amount is roughly close to the same as all the fees that show up on the bill. I have talked to Pivatol they refer me back to Nicor. If Nicor is not responsible then it should not be on the bill. It will end up costing them more if i take it to court and ask for them to pay court costs and attorney fees. So it in the best interest to get resolved.
Sincerely,
*** ******Initial Complaint
Date:02/27/2025
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.
Contacted Nicor Gas about a issue with a property im purchasing, the gas meter and main pipe were removed from the property about a week after the house was listed without anyone knowing, after a week of trying to figure out what happened, someone at customer service directed me to filling out a new gas meter install form which i filled out and waited weeks to finally here a response, by this time the deal on the property was extended for another 2 weeks without a fee. someone reached out in regards to getting a site plan on the property and a list of appliances that are at the house. after that was sent out, a few weeks go by and no word from nicor, finally reach out to them telling me they're waiting on a JULLIE permit to even start work, at this point the contract had to be extended with a fee that i need to pay for every day it gets extended. ****** finally gives the permit to NICOR and has 2 weeks to complete work. i call builders first every other day and i keep getting bounced around, and given false dates. The permit is only valid till 02/27/2025. i finally call Builders again on 02/25/2025 and they tell me work was put on a schedule and that SOME work was done but they had to be pulled from the job for a "gas emergency". no one returns to do work that day, nor the next day. fast foward to today, 02/27/2025. i call builders first to get a update and tell me the work never got put on the list for the last final day of the permit. now ****** needs to go out again, wait for that, get another permit and be tossed around by Nicor for a few more weeks till the meter and pipe are installed. i called once again and get transfered to a supervisor and they tell me that they were out there today again and ONCE again pulled from the job, ive been told nothing but lies and been tossed around by NICOR. everyday they have thrown me around has been a 75$ a day fee for every day this contract has been pushed. i cant even get a call back from a field supervisor.Business Response
Date: 02/28/2025
Mr. ********* thank you for contacting us about your concern. I am sorry for the length of time it takes to install a gas service line and meter, as the normal timeframe can be 12 weeks or greater. Our records show that the gas service line and meter were installed on 02/27/25. There are times when our crews have to be diverted to gas leak emergencies so that we can provide safe, reliable, and affordable gas to our customers.Customer Answer
Date: 03/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. i finally had someone reach out to me on 02/27/2025 at the end of the day, and told me there was a massive confusion with all the wrong info i was given from different departments, and that the meter was indeed installed the morning of the 27th. i went out there and saw it myself. thank youInitial Complaint
Date:02/27/2025
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.
They installed an outside meter 2 years ago, and not only is the meter sinking but the entire route of the gas line is sinking! At least 6x's they have been out.. see the problem, yet NOTHING is being done to correct it! I have DOZENS of pictures!Business Response
Date: 03/31/2025
Nicor Gas is working with the contractor who performed the work before out Landscaping and ***************** can address the final repairs the yard. This is all being handled through our ****************** Please continue to work with your Claims Adjuster.Customer Answer
Date: 03/31/2025
Complaint: 22997574
I am rejecting this response because:I have had a representative from Nicor out ONCE since this complaint,That would of been atleast a month ago..In all,I have had 8 to 10 people out(IN 2 YEARS) ...Everyone SEES the problem,yet no effort is being made to FIX it!! 2 YEARS!!!!!
Sincerely,
****** ***********Business Response
Date: 04/02/2025
Our ***************** is handling the concern. Please continue to work with our Claims Adjuster.Customer Answer
Date: 04/03/2025
Complaint: 22997574
I am rejecting this response because: As of 4/2/2025.
Sincerely,
****** ***********Business Response
Date: 04/10/2025
Please continue to work with our Claims Adjuster to have your property repaired.Customer Answer
Date: 04/13/2025
Complaint: 22997574
I am rejecting this response because:I am Not so much"REJECTING" Just not satisfied with the SLOW response ..As of today 4/13/25 there is no scheduled date for repair...I will take pictures and submit,as well.
Sincerely,
****** ***********Initial Complaint
Date:02/24/2025
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 canceled my service January *******, and Nicor Gas continues to charge me for a canceled service..They are overcharging and I get a bill in the mail February ****** and I get a email saying Nicor is going to take me collection.. I cant call about the overcharge and got hang up on.. I am ready to sue Nicor for overcharging and fraudToday I paid twice today February *******..Business Response
Date: 02/26/2025
The customer has been contacted and provided a billing explanation.Initial Complaint
Date:02/19/2025
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.
they sent 2 people out in a month because the exterior meter was leaking. first guy didnt fix it. My bill went up 30% and am now being told that my usage is consistent with past homeowners usage thus it couldnt be their fault. They need to take accountability for their actions and not blame the homeowners.Business Response
Date: 02/21/2025
The issue has been previously addressed through the ***. The customer has been advised.Initial Complaint
Date:02/04/2025
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 ASKED TO THE NICOR GAS COMPANY CUSTOMER SERVICE *** TO DISCONNECT MY GAS SERVICES FROM ONE APT(5)BUILDING TO ANOTHER APT(**) ON THE SAME MOVING DATE DECEMBER ******* IN THE SAME APT COMMUNITY. I TRIED TO REACH OUT AND EXPLAINED THEM FEW TIMES AND THEY ARE ARGUING SAYING I DID NOT MENTIONED ANY DISCONNECTION DATE. THEIR SERVICE IS TERRIBLE.THEY HAVE BILLED ME FOR BOTH APTS ( 2239 #5 AND 2231 #**)MORE THAN A WEEK AGO I HAVE SPOKEN TO THEIR SUPERVISOR NAME "*****" SHE SAID WILL GET BACK TO ME AFTER LISTING TO MY RECORDING CONVERSATION WITH THE ***.I HAVE NOT HERD ANYTHING YET? THE AMOUNT OF MONEY INVOLVED IS NOT THAT MUCH BUT ITS THEIR ATTITUDE AND LEVEL OF RUDENESS WHICH I WANT TO BRING TO THEIR ATTENTIONS.Business Response
Date: 02/06/2025
The customer has been contacted, and the billing has been corrected.Initial Complaint
Date:01/22/2025
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 have had a deposit with Nicor for a very long time, years. They will not give it back. My deposit is ******. I called and in September 2024 a manager told me my payments were all made on time and no reason not to give to me as long as I made September 2024 payment on time which I did. I have a lot going on with hubby having 10 heart attacks. I called today 1/22/25 and now being told that my payment last January 2024 was late and now I have to wait another year... this is insane the lies they tell to not give deposits back. I need that money and they keep lying. The manager that told me they would send in Sept now another tells me I was late last January. Please investigate this as I cannot be the only one this is happening to. I will be going to every outlet my little hands can type to including the news.. They keep changing their stories to not give back deposits...Business Response
Date: 01/27/2025
The customer has been provided with a response. Nicor Gas considers this matter resolved.Initial Complaint
Date:01/07/2025
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.
In September of 2022, NICOR installed a new natural gas line to my residence and at that same time tied the line into a new line to the neighboring ************ the summer of 2024 a rather large oak tree within 8 or less of one of the three holes which dug on my property, was found DEAD.This tree was healthy prior to this situation and was then cut down in 2024 to prevent the dead tree from falling on to the nearby driveway and also preventing other damages to nearby trees etc.Further when digging this same hole which was very near the property line to the neighbor, the property Witness Stacks were dug up, though this was not discovered until 2024 when dealing with the dead tree.Also, an estimated 15 of my concrete drive was broken though was replaced by an outside contractor hired by NICOR in 2023.NICOR has agreed to reimburse me for the $928.50 for reinstalling the property pins, HOWEVER that want me to provide them with a W-9 Form.I presume then they would eventually send a 1099 to me for these funds which would then obligate me to pay tax on. Apparently then NICOR could treat these funds as an expense to this job.I dont see where I should be paying tax on reimbursement funds!The cost for the tree removal $1100.00 has been fully declined as their subcontractor *** reports they had installed the new gas line by Directional Boring only and without any other digging when in actuality THREE holes were dug on my property during this installation and further to the extent NICOR hired a Landscaper to fill the residual depressions from the two larger holes and ********* is my understanding from the extension services of several midwestern universities that digging should not have occurred within less than approximately 15 of a tree of this size, estimated diameter 24 and most particularly of an OAK tree. Remaining visible tree trunk indicates no preexisting disease or Rot.Any help would be appreciated.Business Response
Date: 01/08/2025
This matter was closed with the *** on 1/2/25 Nothing further to add. The customer must complete the W-9 form.Customer Answer
Date: 01/09/2025
Complaint: 22779006
I am rejecting this response because:
NICOR has not provided any Factual information as to why they do not believe the tree involved DIED or was KILLED due to nearby digging.I found no indications that the tree involved died from anything other than having its roots disturbed by the digging of a nearby hole to allow splicing of the gas line for a service to the neighboring property.
There is continual mention of trees and DEAD trees in the area needing to be cut down during installation of the gas line. All of the required tree removal was on the neighboring property. My property was FREE of any DEAD OR Dying trees.
Sincerely,
******* *****Business Response
Date: 01/09/2025
The customer issues have been addressed nothing further to add.
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