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Business Profile

Natural Gas Companies

Nicor Gas Company

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Nicor Gas Company has 5 locations, listed below.

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    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 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: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.
      Stop parking gas vehicles against my trees.

      Business Response

      Date: 07/18/2023

      The customer has been contacted and the matter is being investigated for a resolution.

    • Initial Complaint

      Date:07/06/2023

      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.
      Nicor trespassed on my property almost 1 year ago and went past a right of way easement, and left my front yard with significant property damage that continues to deteriorate my yard every single day. Nicor was made aware of the damage the day it occurred, and reassured me they will provide landscape solutions to repair what they damaged.Every Nicor employee whos reassured me that they will repair the damage after they obtained landscaping estimates they asked me to provide them, will not respond to emails and my yard is eroding away into the adjacent creek in my front yard.

      Business Response

      Date: 07/07/2023

      The matter has been addressed on another complaint. Nothing further to add. 

      Customer Answer

      Date: 07/18/2023

       
      Complaint: 20283304

      I am rejecting this response because: Provided in this email will is documentation of my attempts to get an answer from NICOR gas, and they have ignored my concerns, and not answered questions. The *** also responded with information completely irrelevant to my complaint. This is intentional delaying, denying and ignoring problem being brought to Nicors attention. 

      Sincerely,

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

      Business Response

      Date: 07/31/2023

      Final response- This matter is being addressed in another capacity with our ***************** Nothing further to add.

      Customer Answer

      Date: 08/01/2023

       
      Complaint: 20283304

      I am rejecting this response because: nicor has not communicated to us that the issue is being handled by their legal department. If there is not wrongdoing on behalf of nicor, then there is no reason for this company to consult with the lie legal department. Nicor is delaying, denying, and refusing to be held liable and accountable for the damage that they left on our property. Most notable, Nicor is lying through their teeth. The last response Nicor provided to BBB was that the issue was resolved. CEO *************************** copied and pasted a few sentences from Nicors legal department to keep me quiet. His response lacks facts and credibility. Total lack of awareness as to what is happening within the company and the lower denomination of issues that need to be addressed and problems that need to be solved.

       

      Will County has contacted Nicor and we are waiting for Nicor to respond to the County. 

      I am still waiting for a response from CEO Wendell ******* Also waiting for responses  from those who are responsible for this matter including ***********************, *********************************, and ***********************. These individuals have knowingly sabotaged the integrity of our home by choosing to not respond to the dozens of emails illustrating, explaining, and articulating the exam damage Nicor has done to our property, paired with all the action items Nicor already agreed to perform in an effort to restore, fix, and repair the damage they acknowledged they did. 

      Sincerely,

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

      Business Response

      Date: 08/02/2023

      Nicor Gas has provided a response to the customer and considers the complaint issued through this channel closed. 

      Customer Answer

      Date: 08/02/2023

       
      Complaint: 20283304

      I am rejecting this response because: this is not a sufficient response from Nicor.  I provided plenty of documentation to support my complaint via BBB and Nicor has not provided the same in return.

      I originally submitted this complaint through BBB because Nicor will not respond to me or respond to the issues I presented to Nicor in a professional manner. 

      Please have Nicor submit all documentation to BBB that supports their claim that Nicor is working on resolving the issue to fix the damage to our property as they have acknowledged to do so in the past. 

      It is very evident that Nicor is refusing to resolve the issue, and as a result I am requesting that my initial complaint to BBB about Nicors actions be posted to BBB website in order to bring transparency and awareness to other customers that Nicor serves. 

      of note: the *** of Nicor, *************************** has blocked me on LinkedIn. I do not have any way to communicate with him as I did before due to his actions in blocking me from the only professional platform to discuss business matters.  

      Sincerely,

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

      Business Response

      Date: 08/02/2023

      No further to add the matter has been address

      Customer Answer

      Date: 08/03/2023

       
      Complaint: 20283304

      I am rejecting this response because: Nicor is now communicating nothing to add when they never even responded to the complaint to begin with. Nicor, please re-read the initial complaint and respond accordingly. Please provide me with a copy of the resolution and what you did to resolve the problem. Damage my property including the yard, gutters, and deck. 


      Sincerely,

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

      Business Response

      Date: 08/03/2023

      Nicor Gas considers this complaint addressed in this capacity. 

    • Initial Complaint

      Date:07/03/2023

      Type:Product 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've been on Nicor's budget plan and recently cancelled the plan because I've been accruing a credit balance due to decreased usage. I previously contacted Nicor and they said the refund would be issues when the budget amount was recalculated mid-year. That did not happen and Nicor now has almost $900 of overpayments from me. I've cancelled the budget plan and my monthly bill will now average less than $40 per month. I spoke with Nicor and they told me I have to call back in two weeks to request the credit because of their company's policy. Nicor has had my money for months, and now they want two more weeks. This is a ridiculous policy and is not in the consumer's best interest. It is also a waste of my time that I have to call back again in two weeks, especially since they do not have any evening hours.

      Business Response

      Date: 07/05/2023

      A refund has been issued per customer request. Should the customer has any further questions, ********************** Gas customer care at ************ is open ******* ******* further action is needed. 

    • Initial Complaint

      Date:06/16/2023

      Type:Customer Service 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 contacted Nicor last week to get a commercial service set up for my business they took what I assumed was an application because they asked about the service location FEIN, and provided me with an account number **************. They are now telling me that I have to fill out another credit application which I have no issue with but I want my service expedited because I spoke with roughly 3 people last week and 3 people this week before being told about this secondary application. They have no interest in trying to resolve my issue as I need gas to have hot water to begin cleaning my business location. They should not be allowed to have poor business practices and then visit upon customers/potential customers to resolve. I need service and it should have been completed by 6/15/23 but they are now telling me another week because they did not do what they were supposed to. REGULATE them even more so that they do better.

      Business Response

      Date: 06/19/2023

      customer has been contacted for resolution, no further action need

    • Initial Complaint

      Date:06/13/2023

      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.
      Nicor Gas recently replaced gas lines in my neighborhood. In the process of replacing the lines they drove an excavator on to my driveway causing some damage. I made a complaint a supervisor was sent to my home to inspect the damage. The supervisor was very disrespectful. He began to use foul language which escalated into a heated exchange of words between us. He accused me of lying and trying to scam the company, calling me dishonest. I eventually told to to leave my property, he initially refused and continued to exchange words. I would like to make a complaint about the damage done to my driveway by their heavy equipment and a complaint against the supervisor that was sent to my home.

      Business Response

      Date: 06/28/2023

      Customer has been contacted for resolution, no further action needed

    • Initial Complaint

      Date:06/06/2023

      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.
      I attempted to set up a payment arrangement on their website. The website allowed me to set up a future payment in reference to the arrangement but after scheduling the payment, the system informed me that the arrangement was not set. I called Nicor and was told by an agent that the arrangement could not be set up with a future payment. I asked the agent if he could cancel the pending payment from his end so that I could call back on my payday and set the arrangement. He told me he would do that. I called back and set up the arrangement. Both payments were taken from my account. When I called Nicor back, they acknowledged that a mistake was made but refused to refund the payment stating that once it was credited there was nothing they could do. This has caused me a great deal of financial stress, caused my bank account to bounce and their representatives could care less. Horrible customer service.

      Business Response

      Date: 06/07/2023

      Customer has been contacted regarding issue.

      Customer Answer

      Date: 06/08/2023

       
      Complaint: 20150863

      I am rejecting this response because:

      They called me once during my workday yesterday and left a brief vm to call them back. There is no resolution and they only made one attempt, in the middle of a weekday to contact me. 
      Sincerely,

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

      Business Response

      Date: 06/26/2023

      Customer has been contacted no further action is required.

    • Initial Complaint

      Date:05/16/2023

      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.
      The lack of communication from the business it unreal. Without warning, without communication, without any merit to back up any of it's claims it has shut off my gas. I have a 1 & 2 year old child. How can you just shut off gas, without even communication with the home owner? A home owner, who was in good standing, never received any late payment bills, phone calls or anything. No note left at the door, nothing. To top it off, they blocked my phone number so the only way I was able to get through was by call *67. How unprofessional of Nicor. Absolutely ridiculous that our government lets this monopolized company run this state. EAD Nicor.

      Business Response

      Date: 05/16/2023

      Customer needs to call ************ for assistance. Phone number and email does not pull up in our system.  We need a full account number or address/meter number to assist customer. Otherwise no further action needed, this would close the complaint.

    • Initial Complaint

      Date:05/11/2023

      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.
      hello, i tried to submit my inquiry online but received error message, i am questioning my usage from january 20th to may 1st 2023. i have not been living at the house this whole time and kept my thermostat at 59 degrees. my bills are very different each month, can you please advise which reading was actual and which was estimated? i dont agree with these bills and amounts for these months.

      Business Response

      Date: 05/22/2023

      Customer has been contacted, no further is required.

    • Initial Complaint

      Date:05/04/2023

      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 accidentally charged two cards for a bill, I called to have them cancel one charge and they refused to cancel. My bank cant do anything about it and I want my 291 back, they took my money twice. And refused to help.

      Business Response

      Date: 05/05/2023

      Customer has been contacted and no further action is required.

    • Initial Complaint

      Date:05/03/2023

      Type:Delivery 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.
      The company offers rebates for energy efficient furnaces. I put one in and applied for a rebate check. That was January 24, 2023, and I am still in email exchanges about getting my check. The tracking numbers are ********** & **********. My contact has been ************************* at *********************** What do you advise I do to obtain my check? Are there other BBB complaints about this rebate program? Thanks for any help. - *******************************

      Business Response

      Date: 05/22/2023

      Customer has been contacted, no further action required.

      Customer Answer

      Date: 05/23/2023

       
      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.

      Sincerely,

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

    Nicor Gas Company is BBB Accredited.

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