Complaints
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 0 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:05/07/2024
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.
We called to cancel the service with this company have been given the run around about the entire process. Each representative has given erroneous information. No one at this company can give consistent information. I have spoken with supervisors and this same issue applies. The customer service representatives are rude and lack patience to deal with elderly customers. We called on April 24, 2024 to cancel the service with their company. I was given a cancellation number of *******. I was told the service would be cancelled and ***** would be notified. I asked could we make it effective immediately. I didnt trust the company moving forward. We had been told one month that she owes their company $531 when in fact she had been paying *****. Illinois Energy Solutions hadnt sent the bill to Nicor to get the money. They have some very concerning practices when it comes to elderly. I had to step in and handle her bill from that point on. I have been going back and forth. I spoke with ***************************** on April 24th. Today (May 7, 2024) I spoke with ***** and Summer (supervisor) the information changed again. I made sure to have Nicor conferenced on the call because when I called shortly before then, ****** said it was all on Nicor. They made sure to tell me that they dont know when they will stop billing her. So, she is now obligated to pay both companies until this is sorted out on a fixed income. The current bill came in at close to $400. I cant understand why if you state that something will be done why isnt it so. It was noted that the account will be backed dated and its not.
Business Response
Date: 05/10/2024
We have spoken with the customer and addressed their concerns. We consider this matter closed.Customer Answer
Date: 05/17/2024
Complaint: 21680451
I am rejecting this response because:Upon speaking with Nicor nothing has been resolved or fixed. I was informed there were no notes on the account by ****** ******** @ 6:55p). Illinois Energy Solutions is a line item still showing on the paper bill and online. On May 10, 2024 at 11:25 am I spoke ******* which she assured me she talk to *****. The bill and this issue for that fact was rectified. This was egregious information.
Sincerely,
*******************Business Response
Date: 05/22/2024
We have spoken with the customer and addressed their concerns. We consider this matter closed.Initial Complaint
Date:05/01/2024
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.
1. When I called ************, the number given if one has questions regarding Illinois Energy Home Solutions, the "voice" sounded like a person. It offered a free Medic Alert device. When I responded that I didn't want it, there was no way to get out of what is apparently a voice system and no where to go for a person to help. Certainly, no solution.2. I realize I don't understand what I'm paying for here and need some answers. I will call CUB. The voice system which starts with the ad, and sounds like a person, is very concerning. It seems time to end "service" with this other thing.Business Response
Date: 05/03/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.Initial Complaint
Date:02/13/2024
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.
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
Date: 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 Answer
Date: 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
Date: 02/29/2024
We have spoken with the customer and addressed their concerns. We consider this matter closed.Customer Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:01/15/2024
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.
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
Date: 01/19/2024
We have spoken with the customer and addressed their concerns. We consider this matter closed.Customer Answer
Date: 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
Date: 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
Date:12/14/2023
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.
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
Date: 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 Answer
Date: 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
Date:10/17/2023
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 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
Date: 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
Date:10/17/2023
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.
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
Date: 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
Date:08/21/2023
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 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
Date: 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 Answer
Date: 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
Date: 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
Date:07/25/2023
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 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
Date: 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
Date:03/31/2023
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.
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
Date: 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 Answer
Date: 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
Date: 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.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.