Nicor Gas

Complaint: [redacted]
I am rejecting this response because: Why do we have to wait 10 days due to your systems mistake of declining our payment and now we have to pay late fees for all of our other bills because of your system error? Also you did not address that we want the full $772 overpayment returned, your company is not authorized by us to keep any overpayment for future bills. We also want this returned to our bank account not a check mailed to us as that further delays our refund. THIS IS YOUR COMPANIES MISTAKE WHY DO WE HAVE DO DEAL WITH THE CONSEQUENCES?
Sincerely,
[redacted]

Thank you for contacting Nicor Gas about your concerns.  Our records show that you spoke with a
representative on 10/23/15 and she was able to resolve your concerns.We thank you for allowing Nicor Gas the opportunity to
address your concerns.

Thank you for contacting Nicor Gas about your service concerns.  Our records show a member of our Customer Relations department discussed this matter with you on 12/22/15.  The billing of the monthly customer service charge is discussed in our terms and conditions (https://www.nicorgas.com/rates-and-costs/current-rates-and-riders) and your request to start service with Nicor Gas is your agreement to our terms and conditions for gas service.  We apologize for any inconvenience but we are unable to make any changes to your account. Thank you for allowing Nicor Gas the opportunity to address your concerns.

Our records show a member our Customer Relations department contacted you on 03/11/16 and helped resolve your questions.  Thank you for allowing Nicor Gas the opportunity to address your concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have made the payment for $352.00 can you please reinstate my payment arrangement as discussed in this complaint? 
Sincerely,
[redacted]

Thank you for contacting Nicor Gas about your billing concern.  The Monthly Customer  Charge  is the amount each customer is charged in order for Nicor Gas to provide a safe, reliable service to their properties.  The Monthly Customer Charge is a rate Nicor Gas must receive...

regulatory approval for before being able to change the charge on customer’s bills.  There are many factors that are used to calculate the Monthly Customer Charge and reading the meter and preparing and mailing bills are included in this charge.  These expenses are spread out among all of Nicor Gas’ customers therefore one customer signing up for paperless billing woud not result in a reduction of the Monthly Customer Charge.  We apologize for any inconvenience this may have caused and we appreciate you bringing this concern to our attention. Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for your reply.  I am sorry for the confusion and understand this is a frustrating situation for you.  I spoke with a member of our Customer Select department; this is the department that handles the request from suppliers to switch our customers to their service.  The Customer Select representative confirmed you were eligible to change suppliers as of 01/13/17, but we had not received a request from a supplier since 07/15/16.  Even though you had recently been advised by customer service representative that you were not eligible to switch suppliers, the request to switch would have been approve if it had been received.   You stated that your suppliers advised a block was placed on your account to deny the switch and this is incorrect information.  There was not a block on your account, but if the supplier accidently submitted the incorrect account number or other incorrect information, they may have received denial message. Because we did not receive a switch request between 07/15/16 and 01/27/17 we are unable to answer this question.   I apologize for the inconvenience.  Thank you.

Initial Business Response /* (1000, 5, 2014/12/15) */
Thank you for contacting Nicor Gas about your service restoral concerns. We have reviewed your account and Nicor Gas records show that we have not received a medical certification form from you. We also do not have a record of a representative...

advising you to submit a medical form this year, but other representatives have advised you correctly that a medical form must be submitted within 14 days of the service disconnection. At this time Nicor Gas will not be making any changes to your account.
Thank you for allowing Nicor Gas the opportunity to address your concerns.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes they did receive the medical certificate dated December 12,2014 and they do have a record of the Rep that I spoke to that told me to print off the medical certificate and have my doctor fill it out and sign it and fax it back over to Nicor which the Doctor did on Friday December 12,2014..The Rep never mentioned anything to me about 14 days,the Reps did not advise me of this until Monday December 15,2014 and they told me that Rep gave me the wrong information and the Supervisor said to me that she has to find out who spoke with me so this does,t happen again to another customer,and I agree.Employees should be on the same accord I have so many people telling me different things and it's just unbelievable,I still think that they should honor their employees mishaps...
Final Business Response /* (1000, 13, 2015/01/09) */
Please disregard our first rebuttal response. The medical certificate did not arrive at our office until 12/16/14; this was after we had responded to your original request. Nicor Gas records do not show we advised you to fax over a medical. Our records do show multiple representatives advised you may be denied because of how long the service was off and one representative advising of the 14 day limit. We do apologize for any inconvenience this may have caused but we also show gas service was turned on in your name on 12/30/2014.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your meter reading
concerns.  We appreciate you taking the
time to inform us of your concern as we do understand your time is valuable to
you.  When a customer requests to stop
service and an actual meter reading is requested it is our policy to...

read to
meter as soon as possible; however, this can take up to 5 business days in some
cases. At this time you have been scheduled for the earliest meter reading available.  We apologize for any inconvenience this may
have caused and again we appreciate you bringing this matter to our attention. Thank you for
allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your billing concerns.  Our records show a member of our Customer Relations department spoke with you on 03/22/16 and was able to resolve your concerns.  Thank you for allowing Nicor Gas the opportunity to address your concerns.

Initial Business Response /* (1000, 5, 2014/10/28) */
Thank you for calling Nicor Gas about your service concerns. We do apologize for any inconvenience this situation has caused. Nicor Gas records show that the technician that was at your property was unable to light your pilots due to a safety...

concern. Once the safety concern has been addressed your may call Nicor Gas customer service and we will schedule a time to have your pilot lights lit.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your payment arrangement concern.  Our records show your account is eligible for disconnection between 04/22/17- 06/05/17. I have reviewed your account and in order to reinstate your payment arrangement you would need to pay $351.32 now (This is the...

amount of the first installment of your payment arrangement and monthly usage that billed on 03/13/17 and is past due) and $37.96 due by 05/03/17 (This is the amount of your current charges that billed out on 04/11/17). Your remaining payment arrangement would be for 5 installments of $292.15 plus your current bill and any late fees. This offer is good until either your next bill issues on 05/11/17 (the reinstate amount would increase) or your gas service is disconnected. You must speak to a Customer Service Representative to report or make the down payment so they may cancel the disconnection request and reinstate your payment arrangement. Customer Service is open between the hours of 7:00 a.m. – 6:00 p.m. CST Monday through Friday.

Initial Business Response /* (1000, 5, 2015/05/13) */
Thank you for contacting Nicor Gas about your service concerns. Our records show we reinstalled the service lines to your address but have locked the meters off. Please contact customer service at XXX-XXX-XXXX Monday -Friday between the hours...

of 7:00am and 6:00pm to schedule a time to have the meters unlocked and the gas turned on.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting us concerning your gas service line installation concerns.  I understand that it is your priority to have your gas service line installed as soon as possible, and it is our intent to install your gas service line as soon as possible.  However, there are...

circumstances outside of our control that create delays in our installation process. The installation of your gas service line was delayed because we are waiting for the approval of city/state permits.  Once the permit has been received we will be able to move forward with the installation of the gas service. Also, I apologize for the service you received when you called our Contact Center to check on your gas service line installation status.  I notified the representative’s supervisor of your experience and to provide coaching and/or discipline.  We are always reviewing our processes in an effort to identify improvements that makes it easier for our customers to do business with us. I appreciate you bringing these matters to our attention and apologize for any inconveniences you may have experienced.

Complaint: [redacted]
I am rejecting this response because:  At no time did [redacted] @ Nicor provide the picture proof as he indicated that he had to support the claim that our crew hit the gas line that was not [redacted]ed correctly.  [redacted] indicated that the pictures would be provided as proof to show that our company was liable for this bill.  We were given one choice and that was the pay the bill regardless to the facts at hand or be turned into collections "strong arm" tactics.  Photo's should have been provided before a threat of collections.  I do not believe our company is responsible for this bill and want our payment refunded if proof is not provided to support that the error was ours.
Sincerely,
[redacted]

Thank you for contacting Nicor Gas concerning your start service request. Our records show a member of our Customer Relations Department has contacted and is working with you to resolve this issue.Thank you for allowing Nicor Gas the opportunity to address your concerns.

Initial Business Response /* (1000, 7, 2015/07/06) */
Please note that this customer has never been a Nicor Solutions customer. I suspect it is for Nicor Home Solutions, also know as Nicor Services. Please remove this from Nicor Solutions record and send it to Nicor Home Solutions.
Final...

Business Response /* (1000, 18, 2015/08/10) */
Thank you for contacting Nicor Gas about your billing concern. We do apologize for any inconvenience you have experienced and for the confusion about being on auto-pay. Nicor Gas has reviewed our records and we show that you did make manual payments and even updated the expiration date on your credit card you had saved on file, unfortunately; there is no record of auto-pay ever being setup on this account. Along with mailing a copy of your bill that showed a past due balance, we also mailed a disconnected notice and tried to contact you by phone concerning your balance, but we never heard from you until after the service was disconnected. Based on this information we are unable to make any changes to your account.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Initial Business Response /* (1000, 5, 2015/01/13) */
Thank you for contacting Nicor Gas about your billing concern. After reviewing your account Nicor Gas records show you are responsible for the billing as of 11/19/2014 and your current balance is $76.43, due on 02/02/2015. If you would like us...

to turn off the gas in between tenants you may fill out a landlord agreement. You can find the landlord agreement at www.nicorgas.com/landlord and submit the request through our website.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Initial Business Response /* (1000, 5, 2014/08/26) */
The complaint has been assigned to Nicor Home Solutions. This is a Nicor Gas complaint. Please reassign to Nicor Gas.
Final Business Response /* (1000, 12, 2014/09/08) */
Thank you for contacting Nicor Gas about your billing concern. ...

Nicor Gas records show that we received an online request from you on 12/09/13 to start service at your new address. When making a request through our website you are also asked the address in which you would like to stop service; that part of the form was not filled out. We also did not receive a request to change your mailing address until 06/01/14 and your previous account was stopped on 06/05/14. At this time there are no changes Nicor Gas can make to your account.
Thank you for allowing us the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your supplier concern.  Our records show that as of January 13th, 2017 you were eligible to choose a new gas supplier and we are not showing any block on your account.  Please have your supplier of choice resubmit their request. We apologize for...

any inconvenience this may have caused.  Thank you.