Pivotal Home Solutions

Having been a Pivotal Home Solutions heating repair plan customer for the past 5 years I will relate my experiences here. The quick facts: …If you are looking for a company that will cover your heating system failures by appointment, Pivotal can be a good choice. However, if you’re thinking that they are going to get your broken heating system repaired on the same cold weather day that you call, then you better look elsewhere…
I have had a heating system repair plan with Pivotal since about 2015 when my gas & electric provider (Nstar/Eversource) gave up their service division and referred all customers to Pivotal. I pay about 180.00 per year for a heating plan repair contract for my gas fired hot water boiler.
I first had the opportunity to take advantage of my plan benefit in 2019 when I noticed my boiler blowing off water from a high-pressure relief valve. This did not prevent the function of my heating system, however I knew that it should be addressed. I called Pivotal and they assigned an independent heating repair company to come out and look at my issue within a weeks’ time. The problem was diagnosed as a failed expansion tank and it was replaced at no charge to me. Thank you Pivotal.
More recently…I woke up on a 40-degree Sunday morning to find my house cold (about 58-degrees inside) with no heat. I noticed that the thermostat was calling for heat but the boiler was not firing and the boiler’s pilot was out. I tried to relight the pilot several times to no avail. My presumption was a failed thermocouple preventing the pilot from staying lit as this had happened in the past prior to my having a plan with Pivotal.
Around 10:30 AM now, I called Pivotal’s 888 number and got a message stating that I could wait on hold or get a call back in approximately 25 minutes. I decided for the call back option. I did receive a call back about 20 minutes later, but no one was on the line when I answered. I waited a bit for a recall and did not get one. I then called and selected the call back option again. About 15 minutes after this call I then received a call back and spoke to a female representative who was helpful, although somewhat hard to understand as there was a slight dialect barrier. She took all my information and verified that I had a heating service plan with Pivotal and stated that I would receive a call back within 2-4 hours, and that if no heating service was located that I may be approved to search for a provider on my own for later reimbursement. She also gave me a claim number.
After 4 hours passed (now 3PM) and no call back I then called and waited my turn in que to speak with someone. After approximately 10 minutes, the on-hold message stopped and it sounded like someone picked up as I could now hear a small child crying in the background. I was then disconnected and sent to some sort of survey response. After the survey ended the line was disconnected.
I then called back again and waited another 10 minutes and a representative answered who sounded like the same person from early this morning although she did not provide any name. I explained that I still had no heat, I had a claim number and that no one called back in the 2–4-hour window as was promised. The representative then apologized and stated that I did not get a call back because they had not yet found anyone to come out to look at my heating system. She stated she was going to escalate my claim. I never received any call back that evening and decided to break out several spare electric heaters to begin heating my house for the night.
The next morning (Monday around 8am) I called Pivotal again and was advised that a heating repair company in Bridgewater MA had been located and that they would be calling me to set up a service appointment.
At approximately 11AM I then received a telephone call from a heating repair company in Fall River, MA. Being now somewhat confused, I asked if they were the same company in Bridgewater, MA that was supposed to call me about the repair. I was then told that the company in Bridgewater had declined the job so they were assigned and could come out tomorrow (Tuesday) between noon and 4pm to look at my heating system. Although I did not want to go yet another day without heat, I reluctantly agreed to this appointment.
I then went onto the Pivotal web site and found a link for a contact to ‘Contact the office of the [company] president’. I clicked this link and filled out my contact information and I typed a summary of what had transpired with my no heat issue. I did receive a call that same afternoon from a Tamara stating that she had red my email. Tamara was apologetic and stated that they did not have control over the service providers schedules and that Tuesday afternoon was the soonest that my heating system could be looked at.
Bottom line is that I lost my heat on a Sunday morning and it was not until Tuesday afternoon that I finally had heat after Pivotal sent a heating company to look at my boiler. They found a failed thermocouple and replaced it.
To summarize, if you think that having a protection plan with Pivotal is going to give you 24/7 access to fast repairs you had better think again. You will have 24/7 access to speaking with a representative at Pivotal, and they will eventually find a provider to get your heating system going again. However, be it cold weather or not, you are going to wait for whatever provider Pivotal can find that will accept the job. In my case, after 2 cold days had passed, I finally had heat again. Thank God it was not mid-January temps!
Needless to say, after this experience I am not going to bother to renew in 2022. I think I will take the chance in hopes that I can find a repair company that will come out sooner during an equipment break down.

[redacted] Home Solutions received your complaint notification for Mr*** [redacted] Home Solutions was in contact with Mr [redacted] on July 13th, [redacted] Home Solutions reviewed call from enrollment and determined Mr [redacted] did opt to partake in [redacted] Home Solutions ServicesAs a good will gesture in resolution of Mr***'s complaint, [redacted] Home Solutions provided a credit in the amount of $ [redacted] Home Solutions considers this complaint closed

[redacted] has tried to contact [redacted] in regards to his complaint [redacted] was utility billed until his account became delinquent The charges were removed from his utility bill and sent via a direct bill Through review of the account, it was found that the only contact we have is [redacted] contacting us 11/18/to add coverage to the existing program We have listened to the call and verified the enrollment was valid When we offered to play the call for [redacted] ***, he declined On September 15, 2015, [redacted] spoke with one of our supervisors and explained his situation After she explained that the balance is still owed; [redacted] became irate and ended the conversation The balance of $was written off to a 3rd party collection company and the account was cancelled by [redacted] but the debt was a valid debt [redacted] considers this matter resolved If [redacted] has any questions, he can contact us at [redacted]

Complaint: [redacted] I am rejecting this response because:Complaint states as stated on the original complaint, reason is I did not make a contract with ***I believed the contract was between two parties - I, [redacted] and Pivotal SolutionsIt was not my responsibility to find a contractor at that moment to come and fixed my Air ConditionerThe reason to enter into the contract with Pivotal was to transfer that risk to Pivotal and they were willing to take the risk by accepting a monthly monetary feeI did my part I paid my fees due as of that moment and they failed to provide the serviceTherefore; I am requesting to be reimbursed all monies collected from me by Pivotal SolutionsI will also file a complaint with the [redacted] State Attorney General Office's [redacted] Unit based on statement, misrepresentation, or deceitful conduct by Pivotal in order to gain monetary gains Sincerely, [redacted]

We have attempted to reach Ms [redacted] regarding her concernWe have been unsuccessful in reaching her at the phone number provided as a message states the business is closed until 4/13/We need an additional phone number to contact Mr [redacted] to discuss a resolutionThank you

Initial Business Response / [redacted] (1000, 10, 2014/12/05) */ Vectren Services has reviewed the complaint for [redacted] Ms [redacted] enrolled in the Gas Line Comfort Guard Program and the Electric Line Guard Program on 8/27/for $per monthMs [redacted] has only been charged $per month since the date of enrollmentWe have attempted to contact the customer to discuss her complaint on 11/17, 11/18, 11/19, 11/and 11/but have been unable to reach the Ms [redacted] Vectren Services will consider the complaint resolved if Ms [redacted] does not contact us back by 12/Ms [redacted] may contact our Account Specialist, ***, at XXX-XXX-XXXX

Complaint: [redacted] I am rejecting this response because: the issue was NEVER resolved! The service that I've had for over years was in fact canceled because of their horrid Customer Service! The exact same issue that I paid to have FIXED is happening again for the third time meaning it was NEVER fixed! Sincerely, [redacted]

Pivotal Home Solutions received your complaint notification for [redacted] ***Pivotal Home Solutions appreciates the opportunity to address Ms [redacted] concerns as we are committed to the satisfaction of our customers'On January 10,one of our contracted service providers All- Temp replaced the motor on Ms [redacted] furnaceWhen the service provider left Ms [redacted] home the furnace was functioning properlyPivotal Home Solutions considers this complaint closed

Complaint [redacted] I am rejecting this response because: This is all lies and unacceptable and I am standing by my initial complaints and demanding credits for any charge if there is any from Nicor home solutions since they did not offer the services promise but decided to get us frustrated with multiple visits.center guard has never contacted us to send any pictures of faucets after they recommended that we call [redacted] They told us that the repair was not going to solve the problem but replacing the faucets was the solution but nicor prevents them from replacing but rather keep repairingThey also told us that out of the $amount we get per claim, we only had $left due to the multiple times they have been at our house so any futher work will be billed to usThis means that they deliberately have techs visit back and forth to eat up all the money so you have no funds left for replacementThis is a scam and they must be stiopped from taking advantage of peopleIf center guard know that they could repair it, why did they not repair it the s4econd time they were at the house and why did they recommend we call ***?Nicor has also refused to perform annual maintenance which was scheduled prior to this incident claiming someone was at our door the day of the appointment which is also a BIG LIEThere was no one at our house, we were home the entire dayThey promised someone would call to make an appointment but no one has called since then.Sincerely, [redacted]

Pivotal Home Solutions received your complaint with regard to [redacted] In resolution to Ms [redacted] complaint all account have been cancelled, with no further obligation to Pivotal Home Solutions for any of those accountsPivotal Home Solutions considers this complaint closed

Pivotal Home Solutions received your complaint notification for [redacted] Pivotal Home Solutions made contact with [redacted] on January 19,During this interaction Pivotal Home Solutions explained to Ms [redacted] the acquisition of [redacted] warranty contractsAt [redacted] 's request we processed her cancellationIf Pivotal Home Solutions can be of any additional assistance in the future we urge Ms [redacted] to contact usPivotal home Solutions considers this complaint closed

Complaint: [redacted] I am rejecting this response because: From: [redacted] Sent: Thursday, February 25, 3:PM To: [redacted] Subject: # [redacted] Hello, I'm responding to my case late do to me not having internet service I didn't realize I could have mailed a letter or that it would close my case so soon Regarding the response from the company it is not true I have not heard anything from them nor have voicemails I can show proof of phone records if needed Secondly, I moved into this after after my grandfather pasted away in All the bills were switched over to my name I have never signed one paper with this company authorizing them to charge me They do not have my signatureI have received pamphlets from them and thought it was junk mail In the trash it has been going They did refund 37$But that is nothing compares to the years they owe me for falsely saying I acquired them I would like my full refund of the amount I requested in the beginning Thank you [redacted] Sincerely, [redacted] ***

Pivotal Home solutions received your notice with regard to Mr [redacted] complaintPivotal Home Solutions has attempted to contact Mr [redacted] to resolve his complaint on 04/27/2017, 05/02/2017, 05/04/2017, 05/05/2017, and 05/26/but have been unsuccessfulWe’ve left voice messages for Mr [redacted] , but to date Mr [redacted] has not returned our callsPivotal Home Solutions previously explained to Mr [redacted] that his terms and conditions multifamily homes outside sewer line claim was denied due to multifamily homes not being covered If he has questions please have him contact us at [redacted] Pivotal Home Solutions considers this complaint resolvedSincerely, Pivotal Home Solutions

Initial Business Response / [redacted] (1000, 8, 2014/12/08) */ I have notified the Revdex.com that this issue can only be investigated by [redacted] and as such, have forwarded the complaint to them Initial Consumer Rebuttal / [redacted] (3000, 19, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Answer to their questionsThe complaint for my previous address [redacted] XXXXXMy contact number is XXX-XXX-XXXX Final Business Response / [redacted] (4000, 23, 2014/12/23) */ [redacted] Solutions has attempted to contact Ms [redacted] in regards to her complaint but have been unsuccessfulWe have attempted to contact her on 12/15, 12/16, 12/17, 12/and 12/We have left voicemails for Ms [redacted] but to date have not heard backPer the terms of the customers water heater lease agreement she is responsible for the buyout of the water heater until the new owner takes over the leaseWe have received the rewrite for the new owner and the buyout for Ms [redacted] was reversed [redacted] considers the complaint resolved

[redacted] Home Solutions has contacted Ms [redacted] with regard to her complaintOn February 2, 2017, we informed Ms [redacted] that we have sent her reimbursement paperwork via email and postal mailOnce the paperwork is completed and sent back to [redacted] Home Solutions with a paid receipt for her new unit, her reimbursement will be processedIf Ms [redacted] has questions, she can contact us at [redacted] Ms [redacted] and [redacted] Home Solutions consider this complaint resolved

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 Hello.I will ACCEPT Nicor Home Solutions' (now DBA as: Pivotal Home Solutions) response to my complaintHowever, should they NOT follow through and if I do NOT receive a check from them, I will contact you again so you may reopen my complaint Thank you[redacted] ***

Pivotal Home Solutions received your complaint notification for [redacted] ***Pivotal Home Solutions reached out to Ms [redacted] and Mr [redacted] who is the account holder for service address [redacted] ***, Mishawaka, IN , regarding Ms***'s complaint and explained that her warranty plan with Pivotal Home Solutions covers annual routine maintenance of her HVAC UnitThe service provider charged Ms [redacted] for a more extensive cleaning of her unit in order to complete the repair, in resolution of the customer's complaint Pivotal Home Solutions discussed with account holder ***s [redacted] that we will provide a credit to Ms [redacted] in the amount of $This credit will be applied to the furthest past due balance for Mr [redacted] 's (Account Holder) on behalf of Ms [redacted] and Pivotal Home Solutions considers this complaint closed

Nicor Home Solutions contacted Mr [redacted] regarding his complaintOn November 9,Nicor Home Solutions came out Mr***'s home to repair his thermocouple and also repaired his gas valveMr [redacted] was enrolled in our Heating/Water Heater Repair and maintenanceOn March 23rd, Mr*** cancelled his enrollment in the Heating/Water Heater Repair and Maintenance and enrolled in our Cooling Repair and maintenance Mr [redacted] contacted Nicor Home Solutions requesting his air conditioner to receive maintenance which was completed on June 4th ,The technician at that time identified a gas leak at the source of the gas valveMr [redacted] was quoted the cost for the repairs in their entirety and declinedPer Mr***'s terms and conditions all repairs are covered for labor up to days and for part replacement up to yearNicor Home Solutions offered to honor the one year part replacement making Mr [redacted] responsible for the cost assocated with the completion of laborMr [redacted] declined our offerNicor Home Solutions considers this complaint closed

Initial Business Response / [redacted] (1000, 5, 2015/04/01) */ [redacted] has contacted Mrs [redacted] regarding her complaintMrs [redacted] was receiving a statement for $for which was for heating coverage at two separate properties [redacted] had received a call, requesting to cancel the services in November, however the Mrs [redacted] disconnected the call before we were able to complete the recorded cancelationShe called back in January to cancel her service and completed the verbal recorded cancellationThis left a remaining balance of $on the account [redacted] issued a credit on 03/30/for $and Mrs [redacted] will no longer have a balance dueMrs [redacted] and [redacted] consider the complaint resolved

[redacted] Home Solutions has been in contact with [redacted] regarding his complaintWe spoke with Mr [redacted] and apologized that he did not receive an excellent customer experienceOn February 28, our service provider, Allied Services, serviced Mr [redacted] and found the water heater in good working conditionIt was explained to Mr [redacted] that during winter the incoming water is very cold and requires a lot more energy to warm up which will cause a rise in his billMr [redacted] was satisfied with that explanation and stated that he will keep his water heater until the unit fails [redacted] Home Solutions considers this complaint closed