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Complaint Details
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Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Property address: **************************. I scheduled a new gas service install on August 1. I received a confirmation email stating that installs generally occur within 4 weeks. I began calling for status updates as we neared the 4 week **** and I was told It would be 6-8 for the install. I tried to escalate the scheduling process multiple times. We are now beyond 8 weeks. The original ***** expired on 09/23. Nicor did not renew the ***** until 09/25, making it valid as of 09/27. They are still quoting me 2-10 business days from todays date. I have left 3 messages for the supervisor and no one has returned my call. I cannot wait an additional 1-2 weeks, assuming it is even completed in their estimated timeline. The house is under contract and the weather is getting colder and I am still without gas service. The customer service is deplorable.
Business response
09/30/2024
Customer has been contacted and the service was installed on 9/28/24 meter was set. Nothing further to add.Customer response
09/30/2024
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
09/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We received a bill for Bill ******* 05/23/24 - 09/24/24 (124 days) $649.86. The trail is attached. Nicor has had to fix our bill all summer, we will not pay for gas we did not use.The actual use here was 0 Therms from May to August! As recorded in the emails above!!Business response
09/26/2024
The customer spoke with a ************* Representative, the matter has been resolved. No further action is needed.Customer response
09/27/2024
Complaint: 22344785
I am rejecting this response because:Nicor did provide a corrected bill however; I still do not have answers to why Nicor choose to rebill 4 months of "estimated" charges, AFTER, our usage had already been confirmed per actual meter readings and the bills were corrected.
The incorrect bills have been happening for months! Each month I have to have them corrected. Nicors estimations are based on inaccurate information; even after I have corrected it. At this point it seems Nicro is trying to falsify bills.
Sincerely,
*** ******Business response
10/01/2024
Customer was called and discussed in detail corrected billing. Nothing further needed or to add.Customer response
10/02/2024
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
09/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called Nicor toward the end of June to stop service July 1st, and I received a email today that service was still connected. They said they have no record of me calling and basically the new tenant got 2 months free service off my name. Nicor informed me Im screwed and there is nothing I can do but pay it.Business response
09/25/2024
The customer concerns have been investigated and addressed.Initial Complaint
09/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Went to pay my bill. i was locked out of my account. they asked if i filed a "stop of service" i said no. they stated that someone called July 25th to say they were the new homeowners (the last bill i paid was august 12th) i stated i have lived here for a year and have not requested stop of service. they said this happens sometimes and there's no way to prevent it from happening. i don't understand how this is safe considering i am responsible for missed payments and this is apparently out of my control as they have repeatedly stated there's no way of preventing this and they cannot possibly call the account holder to confirm. this is my bill, my account... yet it is completely out of my control to protect it.Business response
09/13/2024
Customer was contacted, no further action is needed.Customer response
09/17/2024
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
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 11, 2024 our water main pipe broke allowing gallons of water to accumulate under our driveway and on the street. After couple of days we started smelling gas. Gas pipes in our neighbourhood are 70 years old. Probably when the soil started to setrle down it pushed the pipe. Called Nicor and **************** Nicor came and graded the leak as level 3 danger telling us that it will be weeks or months until they will fix it - or never. We smell the gas everyday. It comes to the house through open windows. We are scared that it will get worse since it is not fiixed. I called *************** again and they came together with Nicor. Nicor employee told me ro stop calling them because even if they come in every day it will still be weeks to months until they fix it. We smell gas and we are scared. Neighbours are also concerned.Business response
09/11/2024
The matter has been addressed with the customer and other channels.Customer response
09/12/2024
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
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sold ************** , ***** Stream on October 22, 2022. I called shortly after the closing to take my corporations name off the utilities. Nicor said they do not have record of my call and charged me over $3,000 for gas from the purchaser. I sent my closing statement and a deed showing that the buyer is still in title and that they should bill back the buyer. The supervisore said she could not help me.Business response
08/21/2024
The customer has been contacted and issue has been resolved.Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We live at **********************************************************, a corner lot with *************, and we are working to improve the exterior appearance of our house. On the ****** side of our housek adjacent to the sidewalk there are a large and a moderate size steel-covered vault, with a green painted 4 ft tower structure. On July 17, we saw workers putting finishing touches to a new tower. They said that the work was to enable Nicor Gas to measure the gas pressures. The new tower is about 10 feet tall, and it is topped by a solar panel. A third the way up the tower is a box (labeled as Honeywell MiWi350, a volume corrector) fed by two exposed and valved gas lines and the output of the solar panel. The tower is extremely unsightly. We had no knowledge that this installation was planned We request the new tower be removed immediately because it materially damages our efforts to improve the neighborhood.Business response
08/19/2024
Thank you for bringing your concern to our attention. I am sorry for any inconvenience the recently installed Nicor Gas monitoring station has caused you. The new monitoring station allows Nicor Gas to continue its effort to deliver safe, reliable and affordable natural gas to you and your community. Unfortunately, we will not be removing the equipment, I am sorry. The damaged landscaping around the new station and vault will be repaired.Customer response
08/19/2024
Complaint: 22015698
I am rejecting this response because:
The oversized eyesore within feet, of and direct vision of, our property has not been removed
Sincerely,
*********************************Business response
08/20/2024
Nicor Gas has responded, nothing further to add.Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a home in April 2024 and requested gas.After 2 weeks they told me I had to come up with $2500 to start service.After I paid I still dont have gas. Excuses and literally 50 phone calls I still dont have gas. No hot water,no cooking gas...Today is July 10th ********************************* even a date when they will provide itBusiness response
07/17/2024
The gas service has been installed. We have contacted the customer.Initial Complaint
06/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was backed up on my gas bill and was given a notice that serviced all be disconnected by a certain date , nicor gas arrived 3 days earlier and informed my husband ( over ring app) that he needed to atleast pay a portion to avoid disconnection. My husband called and made a payment of $200 and customer service stated not to worry, they will call off the disconnection. She never informed them he paid . They gave him 30 min to make a payment and They still digging within 15 min and still shut it off. We again and was informed it was not disconnected , it was active and paid an additional 500 thats same day to have them send someone else to connect it ( made no sense ) we called again the next day , customer service lady stated we would have to wait another week to schedule someone to come out. We waited a week an no one followed up. I took it upon myself to call and requested a manager due to the fact of false information and getting different answers and solutions . They told me the manager looked over it and will send someone out that day Before 4 pm since they disconnected my service 3 days earlier than the shut off date. To just pay the remaining balance of 72 dollars , which I did . Then another person calls me later on that day and tells me I need to pay over ***** to connect it again ,they will send me a quote and I asked if she was the manager or head of ********* , she just states she handles these issues . A manager will never answer these calls. Then she failed to state ( fees from the disconnection) not including land scaping or other unknown fees will be additional charges. The landscaping company came out, which we never called for them to come out and fix the mess they made). I paid off the entire bill even before the shut off date and gave me hopes to connect my service right away but it was false information and lies . I havent had gas service over a month! I had to send my children to stay at their grandparents house .Business response
07/08/2024
The customer has been contacted, no further action is needed.Initial Complaint
06/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On 6/17 I received a letter from nicor requesting access to my property for a meter exchange. The letter requested that the work be completed no later than October 1, 2024. There was no sense of urgency in the letter to indicate an immediate shut off. However on the morning of 6/18, I was awoken by a service technician turning off my gas and beginning the process of removing my meter. I explained that an appointment had not yet been made and the letter was received yesterday. I had the post marked envelope as proof. The technician proceeded to explain that gas would be disconnected until they were allowed access to the property to complete the meter exchange. What an absolute inconvenience and unprofessional manner to send technicians to complete the work without allowing customers the opportunity to respond to the notice. Worse yet, I was informed this work would be completed whether or not the customer is home. So without notice a customer could come home to their gas disconnected. In Northern Illinois, there has been at least three home explosions in the last few months all due to natural gas. One has to wonder if this lack of incompetence on Nicors behalf has been the cause of any of these unfortunate events. This system does not work. Nicor should have to place tags giving at least 24 hours notice or something of an impending shut off. Also, if this was an urgent matter, the letter should have specified that. Explaining my frustration to a call center supervisor was a complete waste of time as she accepted no fault or sincere apology on behalf of nicor and unprofessionally explained that nicor has every right to service their equipment whenever they feel necessary. This is a huge inconvenience to working families and should not be an allowed process. A better system for replacements and effective communication should be put in place!Business response
06/18/2024
The customer has been contacted and issue has been resolved.Customer response
06/18/2024
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,
*******************************
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Get a QuoteCustomer Complaints Summary
124 total complaints in the last 3 years.
29 complaints closed in the last 12 months.