Complaints

This profile includes complaints for Nicor Gas Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nicor Gas Company

  1844 Ferry Rd Naperville, IL 60563-9662

  
• 

  Nicor Gas Company

  P.O. Box 190 Aurora, IL 60507-0190

  
• 

  Nicor Gas Company

  1598 Beverly Ct Aurora, IL 60502

  
• 

  Nicor Gas Company

  PO Box 4569 Atlanta, GA 30302-4569

• 

  Nicor Gas Company

  PO Box 2020 Aurora, IL 60507-2020

  

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.

• Initial Complaint

  Date:01/06/2025

  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.

  Was charged on Dec 31st for ******* compared to my previous bill of *****. The jump was noticed as early as dec 4th when the meter was replaced but apparently they have no system check to flag accounts with a jump in price. Asked to be refunded and was told initially I would be refunded that day or the next and then today I'm told I won't be refunded for a other 7-10 business days. This charge put my account balance in the negative and if am receiving overdraft fees and am not able to pay anything else in the meantime. I asked them to cut me a check today to resolve this issue while they can wait for it to resolve on there end but was told that is not an option.

  

  Business Response

  Date: 01/14/2025

  The customer has been contacted, and a resolution has been provided. 

• Initial Complaint

  Date:12/20/2024

  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.

  In October of 2022, I got service through Nicor Gas. Services were suspended in June of 2024, with the assistance of LIHEAP, my balance was paid in full. After a week of no gas services, I called Nicor to find that they had applied a debt from my ex who had tried to assist me. The dispute was resolved and removed from my account. In December 2024, I canceled service as I was moving and my bill went from $305 to $3072.52 when I called to ask about this balance, they informed me that my ex's balance was reapplied to my balance and that we would both be financially responsible for this debt. He still has the Debt and they are also making me financially responsible. It is not under 1 bill.  

  

  Business Response

  Date: 01/06/2025

  Thank you for bringing your concern to our attention. According to public records, the balance transfer from your spouse's account to your account is valid due to the Illinois Marital Debt Law and no changes to your account will be made. I am sorry for any inconvenience this may cause you. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22714360
  
  I am rejecting this response because:

  I am not married.  I have never been married.  I explained in June 2023 that in order to get assistance, my EX- BOYFRIEND tried to assist me and could not due to his balance.  That does not make me financially responsible for his debt.  If he passed, I would not absorb ANY of his debt except apparently Nicor.  This debt was removed from my account then and placed back on because I canceled my account.  If I move back to an area where Nicor has monopolized, I would be unable to receive services because of debt that never belonged to me.
  
  Sincerely,
  
  Kellan *********

  

  Business Response

  Date: 01/21/2025

  Good *********************** I updated our records and removed the disputed balance from your account. You now have a final balance of $374.03 that is due by 02/10/25. I am sorry for the confusion. 

• Initial Complaint

  Date:12/18/2024

  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.

  On November 14, 2024 Nicor Gas used an underground boring machine to install new gas service to our home. In the process they caused extensive damage to a footing and a small retaining wall involved with our landscaping to the northwest of our home. They do not want to take any responsibility for the damages which I have two estimates to be repaired and those estimates are in their possession. More than anything we were asking for the damages which I to our home to be repaired. Either by Nicor Gas themselves or a reputable contractor. Our concern is more damage will result the longer the home sits in this state of repair. **** ****** was the lead on this job is my understanding. She told me there was a issue in the way the line was originally going to be installed so instead of stopping and contacting us they gave the ok to drill underneath a retaining wall and decretive tree all the way to the home. Instead of hand digging to the original opening that was discussed prior. Instead of causing damage to the property the job should have stopped and been reevaluated to a better location. It has been handled in a unprofessional manner. Right from the beginning of my giving her notice of the problem. Any help would be greatly appreciated.

  

  Business Response

  Date: 12/19/2024

  The customer has been contacted, and our position has been communicated. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22705220
  
  The issue is unresolved. I am rejecting this because they are unwilling to take responsibility for the damage due to installation in an area other than was discussed by myself and the lead person responsible for it. Myself and the lead had discussed putting the line to the North of the structure. I was told by **** to prepare the area to the North side. Which I did. I have our text conversation and pictures if needed. They did not come out prior to inspect the location markets. On the day of installation they ran into an issue with marked lines. They solely decided to go ahead with the installation and drill to the west underneath a retaining wall and landscaping. And directly into the root system of an expensive decorative tree we had installed. Without my permission to do so. Causing extensive damages. The estimates I had done did not even include the tree. But thats ok. This is not a monetary thing. We are worried and concerned about the state the home has been left in and would like it repaired as soon as possible. Whether if by Nicor Gas themselves as a company, or either by one of the reputable contractors that we contacted and supplied them with estimates from both. It really doesnt matter to us as long as they do the right thing and make the repairs for the damage they caused. They should do the right thing and fix the property and assure the ***** was indeed installed properly. It is in my opinion not done that way. It has a mounting steak that is not driven into the ground enough more than likely because they hit the foundation of the house to hold the weight of the meter properly. But then again, Im not a gas meter installer. As a company they should handle it professionally and have all of these issues looked at and repaired. Thank you for your help.
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 01/03/2025

  The customer has been advised of our position on this matter. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22705220
  
  I am rejecting this response because:
  Thank you. The issue is still unresolved and we would like very much to have the damages repaired in any manner as soon as possible before further damage results. We are also concerned about the way the meter has been installed. It is very flimsy and appears unsafe and an and adequate installation. Thank you in advance. very much. Hopefully they will do the right thing and fix our home. We are not looking for monetary compensation as much as just having our home safely repaired to state that it was in. I meant an inadequate installation of the meter. Thank you and Happy New Year. 
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:11/26/2024

  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'* a ****** parent with no gas, so that means NO HEAT, a tech was scheduled for today 11/26 to start service at ***************************************************. I made arrangements and paid $100 for someone to be at the apartment, I just started new job two months ago, not able to take off. I live in a multi unit apartment building, the Tech arrived at 11:51am, did not make any attempts to locate my apartment and took off marking the work order Incomplete. I called customer care to have tech return, and was advised that the tech nocked on my door which, I have a Ring doorbell, no one came to my door. The person that I had came outside to look for the Tech and no one was out. I now have to look for a hotel which will cost 150 for the night, because I will not be able to stay in the apartment without heat and temps are dropping 14 degrees tonight. I will be contacting city hall and the housing department.

  

  Business Response

  Date: 11/27/2024

  Thank you for bringing this to our attention.  A mechanic will return today to connect the gas service to your apartment. I was not provided with an exact time so it could be up until midnight, however, we attempt to complete this type of work by 4pm. 

• Initial Complaint

  Date:11/22/2024

  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.

  ******** ***** and ******* ******** delayed my request for a meter change and it took nearly a year to get the project completed. In addition, ******** mentioned I would be receiving a refund and she has not disclosed the amount nor have I received a refund check. I have been waiting for over 3 months to receive the refund and all I get is excuses from both ******** and *******.

  

  Business Response

  Date: 12/09/2024

  Thank you for bringing your concern to our attention. I am sorry for the delay caused by our ************************* I was informed that the refund check was processed on 10/18/24 and could take up to 30 days for you to receive it. The time period has now passed so please let me know if you did not receive the check. 

• Initial Complaint

  Date:11/12/2024

  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.

  On May 2023 our second home was sold. Previous home address *******************************************. All gas bills had been paid in full for that address , request to remove address from online profile made and successfully completed. On 06/2024 I get a notice that I had a balance of $600 for that address for dates from when the home was sold until 6/2024. Account was removed from my gas accounts online, I tried multiple times speaking to representatives from Nicor no one is willing to help me with this matter. Im getting billed for an account that I requested to be closed and for a home that was sold those bills should not be forwarded to my current residence.

  

  Business Response

  Date: 01/06/2025

  Thank you for bringing your concern to our attention. I reviewed your account, and our records do not show that you called to stop the gas service in June of 2023. The account stopped on 06/14/24 when Nicor Gas did not receive enough payments for the balance and resulted in the disconnection of the gas service on that date.  Nicor Gas requires 10 days advance notice to stop an account. This information can be found in our Rate Book, Rate 1 - Residential Service. No changes to your account will be made. I am sorry for any inconvenience this may cause you. 

• Initial Complaint

  Date:11/07/2024

  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.

  This originally started because *** been unable to, after talking to customer service multiple times, be able to access my online account in order to review my bills. Due to this, Ive had to either mail in my bills or call the automatic payment center to pay them. I also received an email 11/4/24 stating NICOR GAS had closed my account 9/25/24. Besides the email, I got no notification via mail/call/text/ect until that particular email. It was also, stating they sent my final bill to a collection agency. Now I need to try and figure out if this actually happened because it will affect my credit even though this was not me. I did NOT close this account so I immediately tried to get a hold of customer service who did not answer. I did end up getting a hold of someone via emailing their customer service to which I got that my account was already closed and there was nothing they could do and I would have to call. I tried calling 6 to 7 times with no answer during customer service hours. I finally got ahold of someone the next day, 11/7/24, who stated someone did call and close my account. I explained this was a mistake and they did re-open my account but I still am unable to pay my bill for up to 24 hours and Im still unable to access my online account after asking multiple times. I now have an apartment fee for gas Vacancy that I now need to deal with and explain this was an error on NICOR. This greatly concerns me due to having personal personal and private information on my NICOR account like my social security number. If it was someone else that closed my account, why did they not send any kind of verification to confirm identity? And if it was a mistake on the company, I got no apology or any kind of sense of urgency, even though they said they were going to turn my gas off.

  

  Business Response

  Date: 11/13/2024

  Thank you for brining you concern to our attention. I reviewed your account and found that the property management company had requested to start service in their name at your address. Nicor Gas did not share any of your account or personal information and does not credit report. Further review of your account does not indicate any type of collection processes being active as your account does not have any past due balances.  Lastly, our records show that you have accessed MyAccount and is no longer an issue. I am sorry for the disruption of your account caused by your property management company. 

• Initial Complaint

  Date:10/24/2024

  Type:Billing Issues
  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.

  In 2022, Nicor informed me that our budget billing amount had increased to $100.00 per month. Since our actual gas usage was less, we accrued a credit of more than $520.00. On the 21st of October that amount was shown on my account dashboard as $321.48 credit. Yet, the monthly bill showed I had a balance of $121.88. When I emailed customer service at ********************** they would not address the discrepancy and instead took ,y $321.48 away from my dashboard as if my credit didn't exist. It was as if they simply stole $321.88. They have replied to my emailed questions without addressing the fact that they took my money.

  

  Business Response

  Date: 10/29/2024

  Thank you for bringing your billing concern to our attention. A Representative will contact you by phone to discuss your concern further. 

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22467296
  
  

  I am rejecting this response because: various representatives with NICOR have contacted me about the complaint who do nothing but talk in circles.  

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 11/07/2024

  I am sorry for the mix up on MyAccount showing a credit of $321.48 when you actually had a debit balance of $121.68 through the budget plan.  The credit was being held in a separate bucket that aligned with your billing statements but did not align on MyAccount.  We are actively working to correct this issue in an effort to provide concise and accurate information to our customers. Due to the inconvenience you experienced, I credited your account $121.68 to bring your balance to $0. Please continue to pay the $29 budget plan amount until the budget plan reevaluates again (usually every 4 months). 

  Customer Answer

  Date: 11/08/2024

   
  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

  Date:10/21/2024

  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.

  My experience working with ******** ***** has been horrific. She lacks time management and is noncommunicative. I reached out to ******** about a refund she said would be issued after the job is completed. She never mentioned the refund amount, but said it would be more coming back to me. This was back on August 12, 2024 she said it would take a couple of weeks and I never received the check. I asked the check be mailed to *************************************************************************************. She said she would look into the matter and never got back. It is now the 21st and she nor her supervisor ******* has responded.

  

  Business Response

  Date: 10/29/2024

  Thank you for bringing your concern to our attention.  I will investigate your concern and respond when I have more information about your refund. A Representative may also contact you by phone. 

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  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.

  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

  Date: 09/30/2024

  Customer has been contacted and the service was installed on 9/28/24 meter was set. Nothing further to add. 

  Customer Answer

  Date: 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,
  
  ******* *****