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Thank you for contacting Nicor Gas regarding your meter reading concern.  It is our practice to read meters every other month and provide an estimated read in the months we do not take a physical read.  Our estimated readings are based on prior historical use on the meter during the same...

period the previous year, and current weather conditions.  As a result, it is possible for our estimates to be higher or lower than your actual usage.  Our physical meter readings allow us correct to the estimated bill if needed and bill to accurate usage.  Our records show your meter was physically read on 08/11/15, 09/02/15, 10/07/15, 10/12/15, 12/11/15, and 02/10/16. While we are unable to provide an actual meter reading every month we do provide the option of allowing our customers to report their own readings in the months we estimate.  You may report the readings through the MyAccount feature on our website at www.nicorgas.com, or with our Customer Service department.  Customer Service may be contacted at 1-[redacted] Monday through Friday 7:00 a.m. to 6:00 p.m. In the list below, the column on the left shows the dates your meter is scheduled to be read this year. These dates may vary slightly.  The column on the right lists the dates your reading will be estimated.                                          ...⇄                                         ...⇄ Actual Reading                                    �...⇄ Reading 02-10-16                                    ...⇄ 01-12-16 04-12-16                                    ...⇄ 03-11-16 06-10-16                                    ...⇄ 05-11-16 08-10-16                                    ...⇄ 07-12-16 10-10-16                                    ...⇄ 09-09-16   12-09-16                                  ...⇄ Thank you for your commitment to Nicor Gas and 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.
Sincerely,
[redacted]

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
concern.  Our records show that you have
a zero balance at [redacted] in Aurora.  Our records show you called to start service on 10/07/15.  You will be responsible for the Charles St
premise as of 10/07/15 and your billing...

statements will be mailed to the [redacted]
address.  We apologize for any
inconvenience this may have caused.Thank you for allowing Nicor Gas the opportunity to address
your concerns.

Thank you for contacting Nicor Gas about your payment concerns.  We have reviewed your account and our records show the payment of $382.77 was initiated by you three times. The first two payments were made through the MyAccount website and the third was paid over the phone with a customer...

service representative.  We understand your concern in wanting the money refunded as soon as possible. The supervisor you spoke with on 02/08/16 has issued a request to refund the credit back after the minimum 10 day hold period.  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This was second request sent by NRG. My question is - why was the first request rejected if there was no hold as you stated in your response? Can you investigate root cause?Due to this, switching was delayed. I had calculated more cost savings by switching in February but due to incompetency in service department, it was delayed. This also frustrated and wasted my personal time.You can check the note made by supervisor [redacted]. Discussion with her was also aggravating due to her deficiency of knowledge and understanding on Nicor business policy. Please let me know the outcome.Sincerely,
[redacted]

Thank you for contacting Nicor Gas about your billing concerns.  We appreciate you bringing this matter to our attention. We have reviewed your account and our records show when you called to stop your account we advised if you started service at the same address within 12 months, you would be...

billed the monthly customer service charges for the time the gas was off.  After being informed of this information you agreed to have the gas service turned off.  Based on this information we are unable to make any changes to your account.  We apologize for any inconvenience this may have caused.   Thank you for allowing Nicor Gas the opportunity to address your concerns.

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 landscaping concerns. I apologize for any inconvenience you may have experienced.  Our records show the landscaping repairs were completed to your satisfaction on 10/03/17.

Thank you for your response.  Attached are copies of the deposit and disconnection notices that were mailed to your Lafayette St address.  Each month when your bill was generated it showed the previous month’s balance being past due.  The bills were available for viewing at nicorgas.com/myaccount website and an email was sent each month to advise when the bills were available for viewing. As of 06/30/16, your account is not on auto-pay.  If you would like to have the auto-pay feature, it must be added through the Nicor Gas MyAccount website.  To verify if the auto-pay feature is active the bill stub will have a message that reads an automatic payment will be deducted from your account on the date the bill is due.  If this message is not on the bill stub you will need to submit a payment for that month. If you need assistance in setting up the auto-pay, you may contact Customer Service at [redacted] Customer Service is available Monday – Friday 7:00 a.m. to 6:00 p.m. Again, we apologize for any inconvenience and we will arrive between 8:00 a.m. and Noon on 07/01/16 to restore your gas service. Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for your recent inquiry.  Our records show you have been in contact with several supervises regarding repair work required at your home due to a recent main replacement project.  Nicor Gas Customer Relations Department also provided you with a contact name and number if you have...

any additional questions or concerns.  We are committed to delivering exceptional customer experience and apologize for the inconvenience.

Thank you for contacting Nicor Gas about your installation concerns.  We appreciate you bringing this matter to our attention.  We apologize for the confusion we experienced in which forms were required to request service.  Our records show new service lines were installed on...

10/22/15.  Again we apologize for the confusion and will review our processes to ways to improve our customer’s experiences in the future.  Thank you again for bringing this matter to our attention. Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting us.  Our records show the gas service was restored on 03/04/18.  Due to the nature of our business we are unable to make set appointment times.  We appreciate your comments and will continue to strive to serve our customers as quick as possible.  ...

Please call 888/[redacted] if you have additional questions or concerns.

Thank you for providing your information.  Our records show we have a crew onsite installing the new gas service line and meter today.  Once we are finished with the installation, you will need to have your contractor attach your gas piping coming from the house to the gas meter.

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.

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 about your billing concern.  Our records show that a member of our Customer Relations department has reached out to you by phone to attempt to resolve your concern.  I apologize for any inconvenience you may have experienced.

Thank you for contacting Nicor Gas about your billing concern.  I have reviewed your account and apologize that for the mix-up as the balance was transferred in error.  I have removed the transferred balance and canceled the payment arrangement you set up the other day.  Your account...

has a credit of $430.82 and you are still eligible for a payment arrangement in the future if you need it.  I also canceled the deposit that was applied to your account.  If you would like your credit refunded you may respond to this rebuttal and request the credit or you may contact Customer Service Monday through Friday 7 a.m. – 6 p.m. at 1-[redacted]. Again, I apologize for the inconvenience and 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 has
been attempting to contact you to resolve this issue.Thank you for allowing Nicor Gas the opportunity to address
your concerns.