Complaints

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:11/17/2022

  Type:Order 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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/20/2022

  Type:Sales and Advertising 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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

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