Pivotal Home Solutions

Pivotal Home Solutions has contacted Ms. [redacted] with regard to her complaint. Pivotal Home Solutions spoke with Ms. [redacted] February 15, 2017 and regrets that she did not receive an excellent customer experience with our service provider. As a goodwill  gesture, we applied an one month...

credit of $56.75 and per Ms. [redacted] request, we have cancelled her service contract.   Ms. [redacted] and Pivotal Home Solutions consider this complaint resolved.

We understand that Mr. [redacted] chose to have his own contractor perform work at his house. While we understand Mr. [redacted] may have made his choice because of an emergency  situation, it does not change our required responsibility to this customer under the terms of his plan. We were willing and able to send a contractor to perform the work within a  reasonable amount of time consistent with our obligations.  We have reviewed this complaint internally and continue to deny reimbursement.  Nicor Home Solutions considers this  complaint closed.

Pivotal Home Solutions has contacted Mr. [redacted] with regard to his complaint. On March 8, 2017 it was explained to him that his account was closed on September 21, 2016. Mr. [redacted] continued to receive a statement due to a credit balance on the account. A check will be issued to Mr. [redacted] for...

$15.15 to zero the balance on the account and cease any future statements from being sent. Pivotal Home Solutions considers this complaint resolved.

Complaint: [redacted]
I am rejecting this response because: my fathers name may be on our gas bill but he does not live at our address and does not pay our bills. I am authorized on the account because this is my home and this is my furnace that we had to pay for! Therefore, I did not agree to the terms with pivotal. I should have been the one called considering it’s my house, my bill and my furnace. And since I am authorized on the account, there’s no excuse as to why I shouldn’t have been called. And pivotal speaks of giving us half our money back, but we never received a dime! Another lie and another scam from this company! 
Sincerely,
[redacted]

Pivotal Home Solutions spoke with Mrs. [redacted] in regards to her coverage and the account being turned over to a third-party collection agency.  As a goodwill gesture, Pivotal Home Solutions has agreed to remove her account from collections and credit it $75.04.  The coverage was cancelled 4/27/2015 and no further charges will be incurred.Pivotal Home Solutions and Mrs. [redacted] consider this complaint resolved.

Pivotal Home Solutions has tried to contact Mr. [redacted] in regards to his complaint.   We left Mr. [redacted] a voicemail confirming that his refund check was processed December 29, 2015.  Mr. [redacted] should receive the check within 7-10 days.  On January 6, 2016 we called Mr. [redacted]...

again to verify that he received the check and left a voicemail.  Pivotal Home Solutions considers this complaint resolved.   If Mr. [redacted] has any questions, he can contact us at [redacted]

Nicor Home Solutions notes that the ICC is not the proper forum for this complaint, but appreciates the opportunity to address Mr. [redacted] situation. We spoke with Mr. [redacted] October 24th, 2016 regarding his account being updated and no longer showing in arrears. Mr. [redacted] was also informed that...

overtime was approved for our service provider, A1 Suburban Plumbing, Inc. to schedule an appointment that would accommodate his availability. As a one-time good will gesture, and not as an admission of any liability, we issued a two month credit of $55.80. Mr. [redacted] requests that further contact be via email.   If Mr. [redacted] has any questions he can contact us at [redacted]. Nicor Home Solutions considers this complaint resolved.

Initial Business Response /* (1000, 8, 2015/07/06) */
Nicor Home Solutions has contacted Mr.[redacted] in regards to his complaint. When we spoke to Mr.[redacted] he confirmed all repairs have been completed and a goodwill credit of $359.10 (6 months of service) has been issued. We also internally...

reviewed the allegations against our employee supervisor and found them to be unfounded. Mr.[redacted] and Nicor Home Solutions consider the complaint resolved.

[redacted] Home Solutions has been in contact with [redacted] regarding his complaint. We spoke with Mr. [redacted] and apologized that he did not receive an excellent customer experience. On February 28, 2017 our service provider, Allied Services, serviced Mr. [redacted] and found the water...

heater in good working condition. It 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 bill. Mr. [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.

We have attempted to reach Ms. [redacted] regarding her concern. We have been unsuccessful in reaching her at the phone number provided as a message states the business is closed until 4/13/2018. We need an additional phone number to contact Mr. [redacted] to discuss a resolution. Thank you.

Pivotal Home Solutions has made several attempts to reach Ms. [redacted] all of which were unsuccessful. Pivotal Home Solutions considers this complaint closed.

[redacted] Home Solutions has contacted [redacted] with regard to her complaint. On March 29th, 2017 we informed Ms[redacted] that we received her last payment on January 13th, 2017 of $42.55 . Due to payment delinquency, her account was cancelled on February 20, 2017 and a leasing buyout statement was...

issued for $737.41. After further reviewing the account and speaking with Ms. [redacted], as a one-time good will gesture, [redacted] Home Solutions has reinstated her leasing agreement. Ms[redacted] monthly leasing charges will be direct billed and her monthly warranty charges will continue to be utility billed. [redacted] Home Solutions considers this complaint resolved.

Columbia Home Solutions has spoken with Mrs. [redacted] multiple times to inform her that we will not be able to remove the water heaters at 29 Ames St. Brockton, MA 02301 due to her no longer owning the property. We informed Mrs. [redacted] that per the terms of her lease, the seller of the property is to...

contact us 30 days prior to the property being sold to have the water heaters removed or the buyout of the water heater processed. Alternatively, she could contract with the new owner of the premises to require him to assume the leases. Due to us not being contacted until after the property was sold and the new owner not contacting us to assume the leases, Mrs. [redacted] was billed the buyout and the water heaters per the clearly stated terms of her leases. When she sold the property, she broke the terms of the lease and transferred possession of property belonging to Columbia Home Solutions to the new owner. We are not able to remove water heaters that she sold as part of the property as they were sold with the property. Mrs. [redacted]' buyout charges are valid and completely consistent with the terms of her lease. If she has any additional questions, she may contact us at 877-427-4748.

Initial Business Response /* (1000, 10, 2015/01/05) */
[redacted] has attempted to contact Ms. [redacted] on 12/8, 12/10, 12/11 and 12/15 in regards to her complaint. We have been unsuccessful in reaching Ms. [redacted] leaving voicemails requesting she contact us back. To date, we have not...

heard from Ms. [redacted] Ms. [redacted] was billed her buyout amount of $165.40 twice in error. This was corrected on 9/26/2014 and her balance is currently zero. [redacted] has mailed Ms. [redacted] a bill, as of 12/5/2014, confirming the zero balance. [redacted] considers the complaint resolved.

Pivotal Home Solutions has tried to contact Ms. [redacted] in regards to her complaint, but we were unable to reach her after repeated attempts and might no longer have a valid phone number. Through review of the account, it was found that Ms. [redacted] was enrolled in Electric Line Guard on 4/27/2011...

online through White Fence website. Ms. [redacted] account was auto drafted with us until 12/23/2013. She was contacted 2/11/2014 to call in to provide updated credit card information. Ms. [redacted] called in the next day to request program information and stated she would mail in her credit card information because she was not comfortable providing it over the phone. Ms. [redacted] never requested to cancel service and understood at that time her coverage was still active. We never received the payment information and the account became delinquent. After repeated collection attempts, Ms. [redacted] never contacted us and her contract was cancelled on 4/27/2015 for nonpayment. The balance due on her account was turned over to Virtuoso, a third-party collection company, and is a valid debt.
Pivotal Home Solutions considers this complaint resolved. If Ms. [redacted] has any further questions or she would like to discuss her complaint, she can contact us at 888-373-1100.

This is not a [redacted] Solutions customer. This appears to be a [redacted] Services issue. Please remove this from [redacted] Solutions and assign to [redacted] Services.

Initial Business Response /* (1000, 8, 2015/03/05) */
NIPSCO Home Solutions has contacted Mr. [redacted] in regards to his complaint. It was explained to Mr. [redacted] that this reimbursement was denied because he did not return the reimbursement paperwork within 30 days of the surge. Additionally, we log...

and record conversations with customers and have no records of any kind relating to this customer's alleged repeat calls into our center to check on his claim or resend documentation. We have no record of any contact from Mr. [redacted] between when he was sent the paperwork in June, and when we received it in October. Per the terms and conditions of the program, "You must notify Company within thirty (30) days of an Electrical Surge incident to request a claim form be sent to you. The claim form must be completed in full and returned with a copy of a qualified service provider's invoice within thirty (30) days from your receipt of claim form." NIPSCO Home Solutions sent the reimbursement paperwork to Mr. [redacted] on 6/5/2014. Mr. [redacted] signed the form on 6/25/2015 but did not return the form until 10/2014 which is more than 30 days past the date of receipt of the form. NIPSCO Home Solutions is unable to reimburse the customer per the terms and conditions of the program.

Initial Business Response /* (1000, 5, 2015/04/01) */
[redacted] has contacted Mrs. [redacted] regarding her complaint. Mrs. [redacted] was receiving a statement for $29.90 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 cancelation. She called back in January to cancel her service and completed the verbal recorded cancellation. This left a remaining balance of $29.90 on the account. [redacted] issued a credit on 03/30/2015 for $29.90 and Mrs. [redacted] will no longer have a balance due. Mrs. [redacted] and [redacted] consider the complaint resolved.

Complaint: [redacted]
I am rejecting this response because: although technically I was required to give them prior notice,I considered it an emergency and proceeded with the plumber we've used for years, and the firm they reconmmended for the heavier work. I would be fine with payment in the amount the insurer would have paid their chosen contractors, but to receive zero reimbursement seems unreasonable and unfair. 
Sincerely,
[redacted]

[redacted] Home Solutions has tried to contact Ms. [redacted] with regard to her complaint, but were unable to reach her. We tried to reach Ms. [redacted] unsuccessfully August 2nd, 4th, 5th and 8th. Each time leaving a voicemail. Ms. [redacted] called [redacted] Home Solutions 2/8/2016 to enroll in Gas Line...

Protection, Electric Line Protection, Surge Protection and Media Line Protection. We reviewed Ms. [redacted]s account and listened to the enrollment call to verify that the enrollment was valid; it is. Per her request, Ms. [redacted]s account has been cancelled. If she would like to contact us to ask questions or provide additional information, she can call us at [redacted]. We would also be happy to set up a time with her to play the enrollment call for her.  [redacted] Home Solutions considers this complaint closed. Tell us why here...