ComplaintsforNicor Gas Company

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out of my apartment on February 6th, before that I gave the Nicor Gas company emailed and phone notice of my intentions in January. I paid for the bill up through 2/9th, received on 2/10. I have since received a bill of charges covering gas usage from 2/9-2/29. Not only was I no longer living there, but the usage was the highest in the year long contact I had with the company.I have since made several efforts to explain the situation to the company, offering to show them my email from January with my original request to terminate the account, as well as my apartment lease end date, they still have refused to accept any of this and will not waive the charges.The property manager has also declined to help, stating that this is between Nicor and myself.I have attached the bill, it is locked with the password of my **************

  

  Business response

  03/08/2024

  Customer has been advised-

  ********************** Gas requires ten days' notice to discontinue service, per Rate 1 Residential Service.  Nicor_Rate_1.pdf (nicorgas.com). Final bill was sent with a stop date of 3/1/24.There is no record on file that indicates a *********** date or customer contact.

  If you have any additional questions or concerns, please contact our business office and we will be more than happy to assist you. Our ******************** is available by:
  Email
  Chat via My Account, Contact Us tab Monday Friday 9AM 6PM
  Telephone ************ Monday Friday, 7AM - 7PM

  Customer response

  03/08/2024

   
  Complaint: 21399594
  
  I am rejecting this response because: I have an email proving that I made an attempt back in January, well ahead of the ten day requirement, to terminate the account. The email gave instructions to call customer service. During that call I was given confirmation that my request had been processed and that the account would be closed on time. While I cannot prove the call, I have the original email.
  
  Sincerely,
  
  *********************

  

  Business response

  03/08/2024

  You will need to provide proof of the ************* Contact and we will review the information you provide. You may respond to the email that was sent to you today.

  Customer response

  03/08/2024

   
  Complaint: 21399594
  
  I am rejecting this response because: I have already provided a picture of my email with customer support in my last message.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/15/2024, I reported a gas leak to Nicor. On 2/3/2024, I reported another gas leak to Nicor. Both gas leaks reported were in the exact location. On 2/3/2024, I was informed that the gas leak had not been repaired and the gas leak was the same gas leak found by Nicor on 1/15/2024. The employee informed me the gas leak was not repaired on 1/15/2024 and that he repaired it, himself on 2/3/2024.On 2/5/2024, we were visited by another Nicot employee after I sent several emails and reached out via Instagram. I reached out to inquire why there was a lapse in the repair, and for confirmation of the repair and detailed repairs. I explained to the Nircor employee that I was taking a child to the doctor for unexplained dizziness the next day and that I had seen the optometrist the following week for eye irritation. The Nicir employee laughed and said gas doesn't work that way. Inqlao expressed my concern about leaking gas outside and someone walking past and throwing a cigarette or something similar and lighting a fire. The Nicor employee laughed again and said gas doesn't work that way. During the visit my child was well and the doctor expressed his concern about the gas and acknowledge it as a contributing factor. Since the leak has been closed were all feeling somewhat better.

  

  Business response

  02/12/2024

  Customer was contacted- repairs were made and verified by a supervisor and a letter is going out today of repairs made. Nothing further to add this will close the complaint.

  Customer response

  02/12/2024

   
  Complaint: 21278977
  

  I regret to inform you that I am unsatisfied with the response I received regarding the gas leak reported on 1/15/2024. Despite reaching out through emails, Instagram, and three in-person conversations, I was unable to obtain a clear explanation of why the leak was not repaired until 2/3/2024 and why the above-ground valve was not promptly closed. During my interactions with your employees, I was given inconsistent and incorrect information, including an assurance that there was no follow-up and an inappropriate response to my concerns of the health implications of the gas leak.
  
  As a responsible citizen and a valued customer, I believe it is crucial for your company to acknowledge the gravity of this situation and take prompt action to prevent any similar incidents from happening again. I am disappointed by the lack of transparency and professionalism displayed by your team and would appreciate a formal apology and explanation for the delayed response.
  
  I hope that we can work together to resolve this matter promptly and effectively. Thank you for your attention to this urgent issue.
  Sincerely,
  
  *********************

  

  Business response

  02/12/2024

  Customer has been sent a letter and the investigation is completed- Nothing further to add.

  Customer response

  02/12/2024

   
  Complaint: 21278977
  
  I regret to inform you that I am unsatisfied with the response I received regarding the gas leak reported on 1/15/2024. Despite reaching out through emails, Instagram, and three in-person conversations, I was unable to obtain a clear explanation of why the leak was not repaired until 2/3/2024 and why the above-ground valve was not promptly closed. During my interactions with your employees, I was given inconsistent and incorrect information, including an assurance that there was no follow-up and an inappropriate response to my concerns of the health implications of the gas leak.
  
  As a responsible citizen and a valued customer, I believe it is crucial for your company to acknowledge the gravity of this situation and take prompt action to prevent any similar incidents from happening again. I am disappointed by the lack of transparency and professionalism displayed by your team and would appreciate a formal apology and explanation for the delayed response.
  
  I hope that we can work together to resolve this matter promptly and effectively. Thank you for your attention to this urgent issue.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  False advertising for "Budget Billing".Signed up for budget billing years ago. They increased my bill over a year ago and I haven't looked at my actual bill for a while. I assumed it was accurate due to all other costs increasing over the last few years. Nicor gas advertisement states "about every four months we'll review your account and may adjust your monthly budgeted amount so that your payments are in line with your actual usage and the price of gas."Logged into my account and found that I have been paying nearly $150 for over a year AND now have a credit in the amount greater than 1 full year of "actual" charges. This month my "actual billing" amount is again lower than what my "budget billing" amount is and we are still in high usage time.Where is my "about every four month review?" They just keep taking!!! Does this mean "may adjust" upward only AND in their favor only?I cancelled my budget billing and requested a refund on 2/7/24. I was told my account would update in 24 hours. Here I am 3 days later and there is no updates showing on my account.I'm not only looking for my refund BUT I'm looking for an answer from Nicor Gas as to why my account was never adjusted downward like their advertising states.

  

  Business response

  02/12/2024

  Customer called on 2/7/24 for a refund and to cancel the budget plan.  The matter has been resolved no further action in needed.  This closes the compliant. 

  Customer response

  02/12/2024

   
  Complaint: 21274518
  
  I am rejecting this response because:

  I have a bill due today, 2/12/24, and when I log into my account it doesnt show a payment since January, nor does it show a refund has been issued.

  It states I have a zero balance due. Did they take the last bill out of the refund? How much was the refund for?

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

  

  Business response

  02/12/2024

  Refund was issued 2/7/2024 thus leaving a zero balance due.  Nothing further to add she can call customer service  at ************ for further assistance.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got a bill today 1/13/24 from Nicor Gas for November and December . and I'm getting hit with late fees . I did not get my bill for November so how could I pay it ? I pay my bills on time if not ahead of time , they should credit me for them not sending the bill and figure out what happen . This not a way to treat a good customer .

  

  Business response

  01/16/2024

  Customer has been contacted nothing further to add. This will close the complaint. 

  Customer response

  01/16/2024

   
  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

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have 2 rebates coming from Nicor for heating equipment installed last June.The tracking numbers are ********** and **********. Results for :********** Status : External Processing Your submission is currently being processed. Please check back later for your rebate status.Promotion Name :Nicor Gas Rebates for Homeowners Submit Date :08/16/2023 I have talked repeatedly to customer service and they tell me that its a problem with an external company that handles the rebates and my case has been escalated, but still no rebates.

  

  Business response

  01/18/2024

  The customer has been contacted and advised of the status of their request. 

  Customer response

  01/18/2024

   
  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.
  They say that one check has been sent and the other is being processed. They will contact me when the other check is sent.

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

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 29th, 2023, I contacted Nicor Gas to inform them about my upcoming move and requested the closure of my account for the property located at [Your Previous Address]. Unfortunately, despite my clear communication and explicit instructions, it appears that my account was not closed as requested. Consequently, I have been billed for gas usage at this property for the past four months, even though I no longer reside there and have sold the home.This oversight has led to me unknowingly paying someone else's gas bill, which is both inconvenient and unfair. I discovered this issue when I contacted Nicor Gas to inquire about a discrepancy in my billing statements. To my surprise, the customer service representative informed me that the account for [Your Previous Address] was still active and advised me to speak with the current homeowner to seek reimbursement for the payments I made.I find this response unacceptable and believe that as a utility provider, Nicor Gas has a responsibility to ensure accurate account management and billing procedures. It is inconceivable that I am being asked to approach the current homeowner to resolve an error that occurred on Nicor Gas's end.I request the following actions be taken promptly to rectify this situation:Immediate closure of the account associated with [Your Previous Address].A thorough investigation into the failure to close my account as requested on August 29th, 2023.A refund for the overpaid amounts for the past four months.I understand that errors can occur, but I trust that Nicor Gas will take the necessary steps to address this issue promptly and ensure that such mistakes do not happen in the future. I expect a prompt response to this complaint, outlining the actions taken to resolve the matter.

  

  Business response

  12/12/2023

  Good Afternoon, thank you for brining your concern to our attention.  I reviewed the start service request that was made on our online form.  The request at that time was to only start service, not stop or transfer service at your former address.  However, I corrected your stop date and updated the billing. The credit balance was transferred to your current account reducing the balance owed for the current month. 
  

  Customer response

  12/12/2023

   
  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. I have been advised i will be given a credit for the billing amount differences. If i do not recieve this credit i will open a new dispute however i am satisifed at this time
  
  Sincerely,
  
  *******

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nicore gas company has been charging me for gas service for about the last 5 years. The only problem is that they never opened the gas line my current gas has been coming from the downstairs apartment own by the home owner. I only found this out a few days ago while I was trying to see the viability of maybe installing a dryer and washer upstairs.

  

  Business response

  12/07/2023

  Thank you for bringing your concern to our attention. The monthly customer charge is billed to all customers whether they use gas or not and is a minimum monthly charge that pays for some of the fixed costs for providing service. This includes charges from the State of Illinois that funds energy assistance programs, renewable energy grants, and adjustments allowed by ** Public Act 96-0033. I am sorry that I am unable to refund these charges back to you.   

  Customer response

  12/08/2023

   
  Complaint: 20970889
  
  I am rejecting this response because: it's that nicore never opened the gas line for the service it's still closed.
  
  Sincerely,
  
  ***********************

  

  Business response

  12/12/2023

  Good Afternoon, Our records show that a mechanic attempted to turn the gas service on when it was requested, but no one was home to provide access. I am sorry for any inconvenience this may have caused. 

  Customer response

  12/12/2023

   
  Complaint: 20970889
  
  I am rejecting this response because: why wasn't there more attempts to call or send mail. I'm just trying to understand how you can charge for a service you weren't providing 

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

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to my parents' business (***************** in ********, **) closing, we had requested Nicor Gas to turn the gas off so we could safely remove equipment. Nicor Gas had promised on November 9th, 2023, that we had an appointment for November 10th, 2023 between 8:00 AM to 12:00 PM, stating that they would be sending someone over to turn the gas off. When it was November 10th, no one from Nicor Company appeared to turn the gas off. After contacting them again, they stated that the appointment had been cancelled and they had not notified us beforehand. Another appointment was made for November 11th, 2023 between 8:00 AM to 12:00 PM, further delaying the removal of equipment. My parents had hired a moving company to assist them in removing said equipment, so we have been stuck waiting on Nicor Gas before being able to proceed. On November 11th, 2023, we had finally been assigned a technician who was supposed to arrive by 11:35 AM. Once again, no one showed up. The appointment was once again cancelled (claiming that they had arrived at the location even though they did not), and we are now forced to wait until Monday, November 13th, to be able to even contact customer support due to them being closed on the weekend. This has been a consistent pattern of Nicor Gas promising something, only to turn around and cancel without proper notification or acceptable resolutions. This job is supposed to have taken only two days complete, and it has instead been four days and counting because we are waiting on the gas being turned off. We have emailed, and called, and exhausted all of our resources trying to see that this appointment is finally fulfilled while Nicor Gas has failed to do the same. We are expected to pay $52.85 for the first 18 minutes if this appointment ever actually happens, which is ridiculous considering the situation.

  

  Business response

  11/13/2023

  Please provide the Customer Address or Account Number so we to investigate this complaint.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My gas was disconnected on a friday 10/13, I had to wait till Monday to be able to talk to anybody about it. I opted to do a medical certification because I could not afford the down payment required for a a standard payment arrangement. After almost a week of back-and-forth of NICOR telling me that they supposedly had not received my certification on 20 October. They responded to the very first certification I sent them saying that my arrangement was approved. I called NICOR to receive the terms of the medical certification, and which they told me that the installments would begin the following month responsible for the bill along with the amount of the installments. My recent bill reflects a past due amount. I was confused because as far as I knew they wouldnt be past due. It would just be my new bill plus the payment installment moving forward. I called NICOR today November 7 and they told me that that amount reflects a deposit that is due with a medical agreement. They told me today that supposedly I was told which is not reflected in my notes that a deposit would have to be made within 30 days of the agreement. Now I have 13 days to come up with a deposit that I was not initially told about but because the representative noted the account that they told me, they are not taking my word that I was not told. How is it that I am able to enter this agreement with them they did not record the call and I did not receive a notice with the terms of the agreement. Now I am expected to come up with this ridiculous deposit amount in less than two weeks theyre not allowing an extension even though the error was made on their part for not informing me in any way of the full terms of the agreement. I know I would have written down something as big as a $327 deposit. They dont record their calls, so at this point its my word against the representative I spoke with. My bill does not even reflect what the money is for. They are not willing to help me out in any regard.

  

  Business response

  12/04/2023

  Thank you for bringing your concern to our attention.  I reviewed your account in accordance with the complaint and our records show that your gas service was reconnected under the terms of the medical certificate process. I placed your account on a new payment arrangement for ********************************************************************************************************************** around 12/19/23.  The installment amount will be detailed on the billing statement along with your current charges. Payments are due within 21 days of the bill issue date and failure to pay the full amount due on the bill by the due date will default your payment arrangement.   

  

  Business response

  12/04/2023

  Thank you for bringing your concern to our attention.  I reviewed your account in accordance with the complaint and our records show that your gas service was reconnected under the terms of the medical certificate process. I placed your account on a new payment arrangement for ********************************************************************************************************************** around 12/19/23.  The installment amount will be detailed on the billing statement along with your current charges. Payments are due within 21 days of the bill issue date and failure to pay the full amount due on the bill by the due date will default your payment arrangement.   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nicor gas has billed my 90 year old mother $20/ month for a heating and air conditioning service. We tried canceling in 2022 pivotal would hang up . I finally was able to cancel on 9/15/23. ******* informed us that they didnt even cover **********. This organization is a sham taking advantage of the elderly

  

  Business response

  10/19/2023

  Thank for you for bringing your concern to our attention.  Warranty programs offered by the former Pivotal Home Solutions are not owned by Nicor Gas.  I am sorry you had trouble canceling the warranty plan.  The new owner is ***********************.  Please contact them for any reimbursement requests. 

*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. ↩