ComplaintsforIllinois Energy Solutions, USA, LLC.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  IL Energy Solutions Customer #****** IL ********************************************* Cancelled 2/9/2024 Cancelation #******* NICOR:IL Energy did not pay the ******* bill even though they deducted our credit card (#****) in the amount of $240.82.We still owe Nicor $481.64 for ******* and February.Nicor will bill us directly starting March 6th, 2024.We will not be on Nicors fixed bill payment plan.Nicors March amount will be listed on our bill under New Charges. They will automatically charge credit card #****.IL Energy:IL Energy will automatically deduct $481.64 on February 27th for our ******* and February payment.They already deducted $240.82 from our credit card (#****) for ******* but never paid *****.MonthActual Nicor BillIL Energy Charges June 2023$59.73$240.82 July 2023$46.92$240.82 August 2023$37.13$240.82 September 2023$52.51$240.82 October 2023$74.35$240.82 November 2023$85.08$240.82 December 2023$128.64$240.82 ******* 2024$169.12$240.82 Summary:Actual Nicor Total Usage$653.48 Paid IL Energy $1926.56 Overpayment $1273.08 In addition to the overpayments list above, IL Energy charged credit card (#****) $240.82, but never made the actual payment to Nicor.Conclusion: IL Energy Solutions now owes us $1273.08 + the $240.82 that was never paid to Nicor. Total Owed = $1513.90.

  

  Business response

  02/23/2024

  Upon receipt of this complaint, we have made multiple attempts to contact the customer to discuss their concerns. If the customer should contact us, we will be happy to discuss their concerns.

  Customer response

  02/26/2024

   
  Complaint: 21286297
  
  I am rejecting this response because:  the company has called me twice and never left information on my voice mail.  I have returned their calls and asked them to leave specific information on my voice mail and also asked for an email response.   I have not received either.  I actually talked to a person once... her name was *******.  She told me she would review information and send me an email.  She never did.  In addition, I received 2 letters from the company telling me they are going to start automatically charging my credit card after I cancelled my account.   Sent another email to customer service asking for an email reply.  Still have not received one.

  Telling you that they have contacted me and I have not responded is far from the truth.
  
  Sincerely,
  
  *************************

  

  Business response

  02/29/2024

  We have spoken with the customer and addressed their concerns. We consider this matter closed.

  Customer response

  03/02/2024

   
  Complaint: 21286297
  
  I am rejecting this response because:

   

  it is simply not true.  I have an email trial of correspondence in which they refuse to address my problem and questions. 

   

  i am out of town and will not be able to send that correspondence to you until march 5th.
  
  Sincerely,
  
  *************************

  

  Business response

  03/11/2024

  We have made multiple attempts to contact the customer to discuss their concerns. If the customer should contact us, we will be happy to discuss their concerns. 

  Customer response

  03/11/2024

   
  Complaint: 21286297
  
  I am rejecting this response because:
  I have sent ******* at illinois energy 4 emails which she refuses to answer.  I sent a fifth one this morning.   Every time I send one I ask for a written response.   I am not available to answer a phone call.  As usual her response to my email this morning was "please call me".  She is playing a game.

   

  i have copied the Bbb on every single correspondence.   Again the last one was sent this morning to the attention of *********************.  He has a complete paper trail of this ongoing issue.  I an unable to attach everything to this message but i a asking that someone contact me to help me with this matter.

   

  Sincerely,
  
  *************************

  

  Business response

  03/25/2024

  Our company has contacted this customer to address their concerns. We have reached an agreeable resolution. The customer is satisfied, and we consider this matter closed.

  Customer response

  03/26/2024

   
  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

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Illinois Energy increased my fixed bill from $139.83 (for 12 months) to $236.84 (for 9 months), despite my average bill for 12 months with ***** being only $70 per month. The fixed bill program was advertised to help customers budget for gas bills without surprises. However, I am surprised to find that I am being overcharged compared to my actual Nicor bill averages, and there is no application of overpayments towards future bills. It's disheartening that a business like Illinois Energy Solutions can operate with misleading and unfair business practices, taking advantage of hard-earned consumer money.

  

  Business response

  01/19/2024

  We have spoken with the customer and addressed their concerns. We consider this matter closed.

  Customer response

  01/19/2024

   
  Complaint: 21148786
  
  I am rejecting this response because: ************ claims they spoke to me and addressed my issue. Spoke to me "yes" , addressed my issues "no". They admitted that they base the monthly fixed charges to your previous contract price and has nothing to do with your natural gas usage. So my issue of them not basing the monthly charges on my usage is not resolved, my issue of them misleading customers is not resolved, my issue of them being deceptive is not resolved. A new contract is sent out and its up to the consumer to accept or decline, but the price is not at all based on your usage so read it and dont ignore cause it "auto renews"...  I admit i did not check my usage vs the new contract pricing because I thought they are ********* and charging me based out of my usage. So overall, my issues of the company being misleading, deceptive, and charging consumers a price not based on actual usage are not RESOLVED.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/29/2024

  We have made multiple attempts to contact the customer to discuss their concerns. If the customer should contact us, we will be happy to discuss their concerns.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account ****** Budget billing at $263/month went to $507.82/month. $507.82 was deducted from my account today. No letter or contract received stating increase, which is absurd. ******* said that ******* from back office would escalate my concern. Not able to give me any other info. Requesting immediate refund of $244 (the difference in price increase) and canceling my account and deleting my bank account information after refund sent.

  

  Business response

  12/20/2023

  We have contacted customer and have addressed their concerns. They had no further questions at this time. We consider this matter resolved.

  Customer response

  12/21/2023

   
  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,
  
  *********************

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I thought I was a customer of NICOR gas. I set up automatic bill pay through my bank account and automatically have $175 paid to NICOR gas every month for my bill. Assuming that is way more than enough to cover my bills in hopes that I would have built up a large enough credit to cover the winter months that can be a little higher.I had no idea that somehow my account was tied into *********************************************. I rarely open my NICOR bill because I know I have paid a sufficient amount during the spring and summer months. I was opening bills yesterday and saw i had an outstanding NICOR balance of $715. And I called NICOR and they informed me there was nothing they could do about it because I was linked to Illinois solutions and they must have increased my monthly payment to $295 a month. I had no idea!!! I was in complete shock and disbelief! I checked with my neighbors who have similar size houses and they said their gas bill was always under $100 a month. I cannot believe what a scam Illinois solutions is. How do I get my money back?

  

  Business response

  11/15/2023

  We have contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we now consider this case closed.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business is grossly overcharging for its services relative to the current natural gas cost. Calling the phone number on the utility bill goes to a survey. I need to get this company to stop charging my elderly parent's utility bill.

  

  Business response

  11/08/2023

  We have attempted to reach the customer multiple times to discuss their concerns. If the customer returns our call, we will be happy to discuss. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was on the "Budget bill" for years and they raised my bill in December to $332.82 a month. Looking back since December I have only had two Nicor bills that have been over that amount and only over by ***** and *****. The rest of the months I have essentially paid them to pay my bill, and paid them hundreds of dollars a month to do it. I have figured that I have over paid my ************** $1092.41 since December. When I called I was told I was on the fixed budget plan and there was no holding of monies to pay for higher bills later in the year, which is what I thought was happening. They keep the difference between the nicor bill and what they charge each month. My bill last month was $27.58 and I paid them $332.82 thinking this money was going towards my higher bills in the winter and they were not. It was going in their pocket!!!!! I don't even want to think about how much money I have given these people over the years.

  

  Business response

  11/01/2023

  We spoke to the customer and explained how their Fixed Bill was calculated and confirmed their contract had been cancelled. We have come to an acceptable agreement. 

  Customer response

  11/02/2023

   
  Complaint: 20502747
  
  I am rejecting this response because:  there has been no communication from them since this complaint has been filed.  No explanation or attempt to make it right for my thousand dollars of overpayment.  
  
  Sincerely,
  
  *******************

  

  Business response

  11/14/2023

  We spoke to the customer and explained how their Fixed Bill was calculated and confirmed their contract had been cancelled. We consider this matter closed.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 90-year-old senior female. I bought my house in 2015 and thought that I was simply opening a gas account from *****. I elected not to have my bills mailed and auto pay. During that phone call there was a predator high pressure salesperson. I did not know what she was talking about at all. I first asked if I could thing about it. She acted like I had to pay for something for the gas service. I said I could pay $5 she said how about $15. I said OK $15. Eight years went by before I looked at my checking account. I noticed that the ********* bill was over $250 per month. I went online and cancelled Pivotal Home Solutions. This apparently also canceled Illinois Energy Solutions. They both have the same address. They exist to steal and rob people. I never agreed to anything but opening a ********* account. For 8 years they have been charging my checking account unautharized amounts buried in the ********* bill.Please advise.***************************

  

  Business response

  08/15/2023

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer is satisfied and had no further questions for our company.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Illinois Energy Solutions has increased by gas bill from $151.82 to $232.82 with the claim that the cost of gas has increased. This is a 65% increase. In 2022 my overall energy use costs was $1,480.02 versus my payments of $1,902.84. Despite the fact that I paid $422.82 more than used in 2022, in 2023 they increased by bill by $81 per month or $972 for a year. Over two years time, I paid $1,203.49 more than what the charges were for my usage. I hate to know how much I actually paid over the 8 years I have used their services. I have attached a copy of my audit of costs versus paid.I believed my contract was a budget plan, as I was paying a fixed monthly amount. Unfortunately this is not the case and they continue to increase rates and they refuse to provide a refund or a adjust my monthly rate.They are price gouging, claiming the rates are going up and driving the monthly costs.I have canceled my contract today, effective immediately.I would like to receive a minimum of $500 from Illinois Energy Solutions to resolve this issue.Thank you,*****************

  

  Business response

  04/06/2023

  We spoke to the customer and reviewed their most recent price plan. We explained how their Fixed Bill was calculated and confirmed their contract had been cancelled and no refund or credit would be applied to the account.

  Customer response

  04/07/2023

   
  Complaint: 19881190
  
  I am rejecting this response because:

  They knowingly overcharged me. My cost per month went up $80 recently, for no apparent reason. And then had the 

  nerve to tell me that the costs would be going down April 1st. However I was also told I am locked at my current rate. 
  

  they were not even willing to make changes to my rate.
  

  Sincerely,
  
  *****************

  

  Business response

  04/12/2023

  Our company has explained to the customer how their Fixed Bill was calculated. The customer was properly notified of the new Fixed Bill amount and has paid that Fixed Bill amount for 5 of the 12 months in the contract. The contract has been cancelled. Our company considers this matter closed.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company advertises itself as helping consumers budget their ********* bill. They offer a fixed monthly payment, but don't tell you that they are really selling gas at a higher rate, and if the actual Nicor bill is lower, they pocket the overpayment as profit. My actual average bill from ***** over the last 12 months comes to about $100/month. My contract was for $135/month with Illinois Energy Solutions. That makes an overpayment of approximately $420 for the year. I assumed that from year to year that amount would be calculated and averaged out, but instead Illinois Energy Solutions keeps the overpayment and will not credit me the difference. I think it is deceptive and unfair.

  

  Business response

  11/28/2022

  We spoke with the customer on 11/21/22 regarding his billing concern. He stated that he felt he had been overcharged for service during the last few years. We explained that our company billed him at the rate indicated on each of his contracts and that the gas prices and his consumption patterns have changed throughout the years thus increasing his renewal rate. We also reminded him that we had sent renewal letters each year between 30 to 45 days before the expiration of his contracts informing him of his new upcoming rate and to contact us to discuss his plan if he had any questions. The renewal letters also stated that he could terminate his service at any time without any penalties. We reminded him that his plan was a monthly flat rate, not based on monthly usage, that we had not overcharged him and could not offer a refund as he was billed per his contract.

  Customer response

  11/29/2022

   
  Complaint: 18420023
  
  I am rejecting this response because: they would not admit their practices are misleading. I thought that the billing was just averaging out the cost, not overcharging me year after year. I agreed to let them keep the overcharges for previous years, and drop the complaint if they would just reimburse me the last years overcharges of $420, but they refused.
  
  Sincerely,
  
  *******************

  

  Business response

  12/08/2022

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer is satisfied and had no further questions for our company.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received my last bill, believing that I was enrolled in the budget billing plan and it was $425.77 for a 2 month period. I contacted Illinois Energy to inquire if I had a spike in usage or a possible gas leak, is this was extraorindarily high for the time of the year. It was explained that the amount of the "budget bill" was "what was available" I was not receiving any credits nor was I using that amount of gas, as they had no idea what I was actually using. I was also being billed for Pivotal Home Solutions at $21.90/month since 2015. I do not need this service, as I rent. I contacted NICOR and due to the way Illinois Energy was billing my services, NICOR had no access to see my usage. I cancelled Illinois Energy on 9/23/2022 as well as Pivotal Home Solutions and explained to both companies that I would no longer pay for either services. I received a new statement on 10/19/22 for $212.72, due on 11/3/22, including the Pivotal Home Solutions. I cancelled these services on 9/23/2022 as the amount of gas that I use cannot be provided by Illinois Energy and I never signed up for Pivotal Home Solutions.

  

  Business response

  10/31/2022

  We spoke to the customer and reviewed their most recent price plan. We reviewed with them their current billing statement and where to find the meter read information. We also explained how their Guaranteed **** was calculated and confirmed their contract had been cancelled and explained the billing dates on their last statement.

  Customer response

  11/01/2022

   
  Complaint: 18251317
  
  I am rejecting this response because: when I spoke with ******* none of my concerns were answered. Illinois Energy neglected to provide me with any documentation regarding any contract outlining my bill. When I originally signed up with this third party,  their name was "Nicor Advanced Energy" a misleading name. It was extremely misleading to the consumer,  I was under the belief that I was receiving my services through Nicor, NOT a third-party.  Illinois Energy cannot provide me with the accurate usage of what I was consuming, instead they shift the blame to Nicor. I am not accepting this.  response.  My accurate account through Nicor is now $63.00. How can I be charged 190 per month through Illinois Energy when I don't even have a gas dryer in the summer months?? This is ridiculous!
  
  Sincerely,
  
  ***********************************

  

  Business response

  11/02/2022

  In 2017, the customer was sent a letter advising that our company changed names. Our company has billed the customer with the new name since 2017. The final bill received by the customer is valid and needs to be paid as we have explained to them. Our company considers this matter closed.

  Customer response

  11/03/2022

   
  Complaint: 18251317
  
  I am rejecting this response because the company has failed to provide me with any written contract showing my signature.  During my conversation with *******,  she assured me that all documentation would be sent to me via email and that has not happened.  I was led to believe that I was engaging in business with *****, who was previously under the name of Northern Illinois Gas, when Nicor Advanced Energy was doing business under suchNicor Advanced Energyan unregulated gas supplier that has sparked complaints from confused customers whose gas bills went upwill change its name and logo, under a settlement hailed as a consumer victory by Attorney General *********************** and CUB.

  
  

  The settlement is part of *******-based Southern Co.s proposed buyout of Nicor parent AGL Resources, which must receive final consideration by the Illinois ******************* (***) for approval by September. (Send a message to the *** to support this settlement.)

  
  

  Under the agreement, Nicor Advanced Energy would be required to peddle gas offers under a new name by Jan. 1, 2018. The settlement also covers Nicor Solutions, which has offered a controversial fixed-bill product in Northern Illinois.

  
  

  For years, customers have complained to Attorney General ******* and CUB that they had no idea the unregulated Nicor affiliates were different from the regulated utility, ********** because the names and logos looked so similar. Customers often said they thought they were simply signing up for a special ********* offer to help them control costs, only to see their gas bills go up with the unregulated companies. name. FURTHER, the name change to Illinois Advanced Energy . https://****************************/blog/category/nicor-advanced-energy/

  It appears that Illinois Energy is still scamming consumers. 
  
  Sincerely,
  
  ***********************************

*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. ↩