Pivotal Home Solutions

Pivotal Home Solutions contacted Ms. ** with regard to her complaint. Pivotal Home Solutions reviewed the balance on her account and recapped her interactions with the call center. Ms. ** was under impression that the first payment made in 2016 was for the current contract term of  2016-2017. In Jan of 2017 Ms. **  upgraded her coverage for unit 2 and the customer service representative explained at that time that she will be billed for the new contract, Pivotal Home Solutions explained now that the account has been written off is because the payment for 2016-2017 was never received for both unit 1 &2. Pivotal Home Solutions confirmed that her last conversation with our supervisor she had offered to take full payment and reinstate the contract until August of 2018. In resolution of Ms. [redacted] complaint we offered to do that reinstatement since the situation it stemming from a misunderstanding. Pivotal Home Solutions has stated our resolution in the response sent to the Revdex.com, we are also sending a letter to Ms. **. Pivotal Home Solutions considers this complaint closed.

Pivotal Home Solutions received your complaint notification for [redacted]. Pivotal Home Solutions is committed to the satisfaction of our customers. [redacted] account has been cancelled. [redacted] has no further financial obligation to Pivotal Home Solutions. Pivotal Home Solutions would...

like to apologize to [redacted] for any inconvenience that may have been caused. Pivotal Home Solutions considers this complaint closed.

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]

Pivotal Home Solutions received your notification with regard to Mr. [redacted] complaint. Mr. [redacted] enrolled with Pivotal Home Solutions on March 28th, 2016 through our online website. We sent Mr. [redacted] Customer Agreement confirming what services were actively enrolled as well...

as what components would be covered moving forward on March 29th,2016. According to our records Mr. [redacted] has not contacted Pivotal Home Solutions with regard to making changes to his account. Pivotal Home Solutions considers this complaint closed.

Complaint: [redacted]
I am rejecting this response because: the issue was NEVER resolved! The service that I've had for over 4 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]

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:I am taking this opportunity through the Revdex.com to provide my last and final notice to Service Protection Group. I have tried every means possible making countless phone calls to this business asking to speak with someone in a managerial position, legal department or anyone higher than a call center representative. I was told numerous times sorry they don’t accept calls and the decision is final. I have asked several times for a written denial of claim and told that they do not have to provide. I sent a certified letter to their legal department 10/05/15 following their policy procedures to dispute a claim and to date still have not received any contact. This Revdex.com A rated accredited business fails miserably meeting any of the 8 Codes Of Business Practices or the Revdex.com Accreditation Standards. I filed a complaint 9/20/15 and spoke to a Revdex.com representative on two occasions stating this business is not responding in a timely matter how an accredited business should respond. 11/03/15  exactly 43 days later I received their first response not 30 days per policy. I have read multiple complaints outside of Revdex.com about this company denying claims because of some unwritten loophole.  I have always been a strong advocate of the Revdex.com until now, an A rating for this company is misleading and huge disservice to the consumer. After receiving legal advice, I am moving forward to the Fairfield Municipal Court and suing for unethical business practices for the initial granted amount of $2200 per Bolon Plumbing. I have obtained copies of city work orders stating to turn off water to confirm break and turn back on temporarily until repaired per plumbers request. I have attained two retired neighbors whom assured will testify in person the overwhelming amount of water being discharged into street from September 9th through September 22nd day of repair. I have recorded voicemail from [redacted] fully contradicting the company claim of his statement. I have all the phone records, times and datelines of incoming and outgoing calls, which also contradict their plumbers statement. This has been an exhausting process that no consumer should ever have to endure from a supposedly A rated business. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of a $0.00 balance is satisfactory to me.I will continue to share my unforgettable experience with all of my family , friends and neighbors.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They sewer line requires fixing in the form of replacing a section of the outside line.  The contract Pivotal sent, along with other plumbers said the section of pipe would need to be replaced as the alternative would be the sewer continuing to back up in to the house.  Offering to clear the line whenever it needs clearing would mean someone would be here on a weekly basis until the line fails.When the policy was explained & sold to me, the sales rep said all fixes (with the exception of negligence on our part) would be covered. My request, based on the sales rep's explanation when purchasing the policy, is Pivotal cover a portion of the repair as it is a required fix.I feel Pivotal misrepresented the policy and coverage in order to make a sale. If they did this with me, how many others were also duped in to purchasing coverage?
Sincerely,
[redacted]

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 repairing. They also told us that out of the $400 amount we get per claim, we only had $150 left due to the multiple times they have been at our house so any futher work will be billed to us. This means that they deliberately have techs visit back and forth to eat up all the money so you have no funds left for replacement. This is a scam and they must be stiopped from taking advantage of people. If 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 [redacted]?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 LIE. There was no one at our house, we were home the entire day. They promised someone would call to make an appointment but no one has called since then.Sincerely,[redacted]

[redacted] Home Solutions has contacted [redacted] in regards to
her complaint.  It was explained that [redacted] added the coverage when he
switched the gas service into his name.  We also confirmed that on 9/21/15
they called in about the coverage and decided to keep it.  [redacted]...

has
accepted an one-time goodwill credit of $22.75. [redacted] Home Solutions and [redacted] consider this
complaint resolved.Tell us why here...

Nicor Home Solutions has been in contact with Mr. [redacted] with regard to his complaint.  Mr. [redacted] stated that he...

never signed up for the appliance repair plan as of 8/19/2000. He would have received the terms and conditions about the program at that time. In addition to monthly charges, he would have been notified of the program at renewal. Mr. [redacted] received renewal notifications via postcard 6/2006, 2008, 2009,2010, 2012, 2014 and 2015 and via his gas utility bill 6/2007,2011 and 2013. Nicor Home Solutions stands firm that we believe Mr. [redacted] has had sufficient notice about his enrollment and the program.  Mr. [redacted] service has already been cancelled per his request.   As a gesture of good faith, and in an attempt to resolve Mr. [redacted] complaint, we offered him a two year credit; he declined.  If Mr. [redacted] would like to reconsider the offer he can contact us at [redacted].  Nicor Home Solutions considers this complaint resolved.

Pivotal Home Solutions received the complaint notification for Ms. [redacted]. Pivotal Home Solutions reviewed Ms[redacted] account to ensure that all billing was consistent with the billing expectations set for Ms. [redacted]. Pivotal Home Solutions found all charges assessed thus far are correct. Ms. [redacted] currently is leasing our 40 gallon chimney vent at a monthly amount of $19.00 plus tax per month. However previously your monthly amount was $14.00 plus tax. You were not double billed at different pricing according to our records. Pivotal Home Solutions considers this complaint closed.

Nicor Home Solutions contacted Mr[redacted] with regard to his complaint. Mr[redacted] contacted us stating that once he replaced his furnace and it was found that it did not have a cracked heat exchanger. On October 14th, 2016 Nicor Home Solutions sent a technician to Mr[redacted]’s home for a second...

opinion. At that time it was found that he did not have a cracked heat exchanger. As a good faith gesture, and not as an admission of liability, Nicor Home Solutions offered Mr[redacted] an additional $1,000 in addition to his $1,500 claim reimbursement. Mr[redacted] agreed and returned the General Release and Waiver Agreement signed. Nicor Home Solutions and Mr[redacted] consider this complaint resolved.

Complaint: [redacted]
I am rejecting this response because:We have been told this several times by the company and have continued to receive bills for services that were cancelled over a year ago. Because of this, when I was contacted by the company representative two weeks ago about this complaint, I very clearly and specifically asked for a statement to be sent via regular mail or email (which ever was more convenient for them) reiterating that all accounts are closed. They (somewhat angrily) agreed and we still have not received any letter or email. After spending this much time trying to resolve this issue and being told over and over that it is resolved only to find that it is not, I want written proof to refer to when we are sent yet another 'over due' notice. Given what we've been through with these people, my disbelief that they've finally handled this correctly is understandable and I do not think this simple, basic, professional courtesy thing is too much to ask for.I will NOT consider this issue resolved until I have written proof from this company stating that ALL accounts are closed.
Sincerely,
[redacted]

Nicor Home Solutions received your complaint notification for Mr. [redacted]. Nicor Home Solutions contacted Mr. [redacted]s on July 14th, 2017 and explained that he does have conditional approval for the necessary Outside Sewer and Waterline repairs provided that that the needed repair are covered per...

his terms and conditions. On July 26th, 2017 Nicor Home Solutions informed Mr. [redacted]s that his reimbursement for the amount of $220.00. Nicor Home Solutions considers this complaint closed.

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 [redacted]. I believed the contract was between two parties - I, [redacted] and Pivotal Solutions. It was not my responsibility to find a contractor at that moment to come and fixed my Air Conditioner. The 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 fee. I did my part I paid my fees due as of that moment and they failed to provide the service. Therefore; I am requesting to be reimbursed all monies collected from me by Pivotal Solutions. I will also file a complaint with the [redacted] State Attorney General Office's [redacted] Unit based on false statement, misrepresentation, or deceitful conduct by Pivotal in order to gain monetary gains.
Sincerely,
[redacted]

Nicor Home Solutions contacted Mr. [redacted] regarding his complaint. On November 9,2016 Nicor Home Solutions came out Mr. [redacted] home to repair his thermocouple and also repaired his gas valve. Mr. [redacted] was enrolled in our Heating/Water Heater Repair and maintenance. On March 23rd, 2017 Mr. [redacted] 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 ,2017. The technician at that time identified a gas leak at the source of the gas valve. Mr. [redacted] was quoted the cost for the repairs in their entirety and declined. Per Mr. [redacted] terms and conditions all repairs are covered for labor up to 90 days and for part replacement up to 1 year. Nicor Home Solutions offered to honor the one year part replacement making Mr. [redacted] responsible for the cost associated with the completion of labor. Mr. [redacted] declined our offer. Nicor Home Solutions considers this complaint closed.

Initial Business Response /* (1000, 6, 2015/08/28) */
Whomever this may concern,
We are writing to inform you that we will require more time to review this complaint. We are in contact with the customer and should have resolution soon.
Sincerely,
Home Solutions
Initial Consumer...

Rebuttal /* (3000, 11, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My last contact with them did result in a disconnect as they failed to provide any meaningful resolution as I had asked for in this complaint. They provided the same answer which they stated above. I would like to see the Revdex.com intervene and mitigate this complaint properly rather than let Pivital keep providing textbook responses. Again, I asked for a reinstatement of the lease (removing the buyout amount from the account) or come remove the heater and zero out the account balance.
I find it hard to believe that neither of these can be done and consider what they are doing as predatory lending. $1041 for a heater which typically costs less than $500 retail, even tacking on installtion, would not amount to the amount they consider to the "buyout"
Final Business Response /* (4000, 13, 2015/09/04) */
Pivotal Home Solutions has contacted Mr.[redacted] in regards to his complaint. It was explained to Mr.[redacted] that several past due notices were sent and once the account became seriously delinquent it was closed. He made a payment 6/29/2015 for $243.17 after the account was closed on 6/23/2015. Per Lease Agreement Section 13 Early Termination and Default, once an account is closed due to delinquency, the lease agreement is terminated and the customer is billed the buyout. Pivotal Home Solutions will not reinstate Mr.[redacted]'s lease agreement and he is responsible for the buyout charges and any arrears on the account. Our last contact with Mr.[redacted] was 8/19/2015, in which he disconnected the call. Pivotal Home Solutions considers this matter resolved. If Mr.[redacted] has any questions, he can contact us at XXX-XXX-XXXX.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]  While this has come to a resolution is satisfactory to me, I also realized Vectren Home Solutions and Vectren Gas are involved shady business practice. 
Sincerely,
[redacted]