Pivotal Home Solutions

Nicor Home Solutions received your complaint notification with regard to Mr. [redacted] complaint. Nicor Home Solutions contacted Mr. [redacted] on June 23rd,2017 to inform him that we applied a credit for the late pay fees assessed as well as the final charge. At Mr. [redacted] request his account was cancelled...

on December 22,2016. There was a credit applied in the amount of $66.37 at that time. Nicor Home Solutions considers this complaint closed.

[redacted] Home Solutions has been in contact with Ms. [redacted] with regards to her complaint.  On February 22, 2016 we spoke with Ms. [redacted] and explained that her enrollment was valid.  She was allowed to listen to the enrollment call and acknowledged the enrollment.  We do allow...

customers to listen to enrollment calls when they are available, but often cannot play a call for a customer immediately on demand, especially due to the age of some calls.  As a goodwill gesture, we have credited her one year worth of charges, totaling $118.80.  [redacted] Home Solutions and Ms. [redacted] consider this complaint resolved. Tell us why here...

Nicor Home Solutions contacted  Ms. [redacted] with regard to her complaint. It was explained to Ms. [redacted] that the work she had completed on her AC was performed without prior authorization. Nicor Home Solutions will reimburse Ms. [redacted] the diagnostic fee of $85 from [redacted] Heating. Per Ms....

[redacted] request, we have removed [redacted] Companies Inc. her service provider list.  Ms. [redacted] and Nicor Home Solutions considers this complaint resolved.

Pivotal Home Solutions has contacted Ms. [redacted] with regards to her complaint. We spoke with Ms. [redacted] February 25, 2016 to explain that this was simply a timing issue and her January and February 2016 charges both printed on her February 2, 2016 bill.  Also, Ms. [redacted] January...

2016 bill printed charges from December 2015.  Ms. [redacted] was charged the appropriate amounts, and the way they reflected on her bill was merely a timing issue.  However, in an effort to satisfy Ms. [redacted], and as a one-time courtesy (and not an admission of any liability), we credited Ms. [redacted] account $26.75.  This brings her account to a zero balance. Ms. [redacted] and Pivotal Home Solutions consider this complaint resolved.

Complaint: [redacted]   I am rejecting this response because: The [redacted]Pivotal Home Solutions answer appears to be an intentional distortion of their handling of my complaint, presumably to dissuade the Revdex.com from making any additional effort to pursue this problem.    Distortion #1: They appear to profess that they were only notified of this problem by the Revdex.com sometime in March. In reality, I contacted them repeatedly from February 25 through March 6, when I finally reached their “account specialist”. (6 calls on  February 25 alone, and an additional 12 calls from February 26 until March 6). In fact, their corporate office first contacted me on February 27.    Distortion #2: They appear to profess that I told them I did not want to be contacted about this complaint. In reality, what I told them was that I did not want them to waste my time listening to their “account specialist” making empty apologies.    Distortion #3: They appear to profess that this matter has been resolved. In reality, when I did finally reach their “account specialist” on my 7th try, she was unwilling to discuss with me the heart of my complaint—their failure to repair my furnace despite 9 hours of promises that someone “was on his way”. Instead,  she claimed to want to discuss arrangements for having my furnace fixed—10 days after my original call!  I very clearly and repeatedly told her that I did not consider this problem resolved, that I was entirely dissatisfied with her efforts to evade my questions. She refused to respond.    Distortion #4: They appear to profess that their “good will” offer of a $44.24 refund was declined. In reality, what I told them was that I did not consider that adequate compensation for the 9 hours they kept me waiting for a non-existent repairman, or for the additional 17 hours of being without a furnace.    [redacted]Pivotal Home Solutions’ response to my Revdex.com complaint is not what I’d expect of a reputable company.  Instead, it appears to be consistent with a company whose business practices routinely lead to these kinds of problems, who undoubtedly has countless complaints of this type, and who is unwilling to re-examine their practices in order to correct them.    Sincerely,   [redacted]

Pivotal Home Solutions has contacted Mrs. [redacted] in regards to her complaint.  On December 26th, 2015 we spoke with Mrs. [redacted] to inform her that $178.92 will be credited back to her credit card ending in [redacted] within 3-5 business days.  We recently tried to reach Mrs. [redacted] to confirm...

that she received the credit, but there was no answer; we left her a voicemail.  Pivotal Home Solutions considers this complaint resolved. If Mrs. [redacted] has any questions, she can contact us at 800-373-1100.

Complaint: [redacted]
I am rejecting this response because:The original contract with [redacted] was for the furnace and water heater. This nonsense could have all been avoided if the company had included a cover letter of explanation or some notation as to what appliances were previously included. I did return the last call but the person's message box was full. Their customer serviced needs improving and their notifications need to be much more explanatory.
Sincerely,
[redacted]

Pivotal Home Solutions received the complaint notification for [redacted]. We attempted to contact Dave to request Executer of Estate or Power of Attorney documentation since we were informed that Ms. [redacted] is deceased, however were unsuccessful. 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]

Initial Business Response /* (1000, 12, 2015/03/16) */
[redacted] Home Solutions has spoken with Mr.[redacted] in regards to his complaint on February 10, 2015. Due to a system issue, a collection notice was sent to the customer in error and incorrect billing. We have left Mr. [redacted] a voicemails on...

February 18th, 23rd and 25th notifying him that his account has been corrected and should reflect the correction on his February billing statement from the utility that was issued on February 28, 2015. To date we have not received a call back from Mr. [redacted]. In regards to Mr. [redacted] stating he cancelled in July of 2014, he contacting [redacted] Home Solutions in August of 2014 and stated he did not want to cancel but does not want to continue to have the billing error. Since we have been unable to get in contact with Mr.[redacted] since February 10th, we are unable to confirm if he would like to discontinue his coverage. If Mr. [redacted] would like to cancel his services, he may contact us at [redacted]. [redacted] Home Solutions considers the complaint resolved.

Thanks,

[redacted]
Supervisor
Customer Experience

[redacted] Home Solutions has been in contact with [redacted] regarding his complaint. Mr. [redacted] enrolled in our warranty plan January 11, 2016 via telephone. He would have received the terms and conditions about the program at that time. On February 21, 2017, we spoke with Mr. [redacted] and he expressed...

that he did not intend to enroll in our warranty coverage. As a goodwill gesture, we credited $74.25 to bring Mr. [redacted]’s account to a zero balance. The outstanding balance owed was written off. Per his request, the account has been cancelled. [redacted] Home Solutions and Mr. [redacted] consider this complaint closed.

[redacted] Home Solutions has contacted [redacted] with regard to her complaint.  March 29th, 2017 we informed Ms[redacted] that she enrolled in warranty coverage with us January 2nd, 2014 and a copy of her terms and conditions were sent to her January 8, 2014. It was explained that her...

enrollment was valid and we offered Ms[redacted] the opportunity to listen to the recorded call when she enrolled in services; she declined. Per her request, we have cancelled the account. As a good faith gesture, [redacted] Home Solutions applied a credit of $9.90 to zero the account balance. [redacted] Home Solutions and Ms[redacted] considers this complaint resolved.

Pivotal Home Solutions attempted to contacted Mr. [redacted] with regard to his complaint, but were unable to reach him.  We tried to reach Mr. [redacted] unsuccessfully June 16th, 20th and 21st.  Each time leaving a voicemail to return our call. In October of 2015, Pivotal Home Solutions...

purchased [redacted] appliance repair and maintenance contracts, including Mr. [redacted] contract.  A notice of the assignment of the contracts was sent to all customers (including Mr. [redacted] and in that notice, customers were encouraged to call Pivotal Home Solutions with any questions or concerns about their coverage. No changes to the terms or coverage were made to any of the contracts acquired by Pivotal Home Solutions.    Because we do not know what Mr. [redacted] wishes are for this account, the account will remain active and we have not made any changes.  If Mr. [redacted] has questions or he would like to make a change to his account, he can contact us at [redacted]. Pivotal Home Solutions has removed him from our direct mailing list and considers this complaint closed.

Pivotal Home Solutions explained to Ms. [redacted] our check process takes 4-6 weeks as stated in our response. We are working diligently to ensure Ms. [redacted] receives her check. Pivotal Home Solutions considers this complaint closed.

NIPSCO Home Solutions has contacted Mr. [redacted] in regards to his complaint. All of his issues were discussed and we apologized for the service provider not showing up and/or following up as well as the long hold times trying to reach the call center. As a goodwill gesture, the customer was issued...

a 3 month credit. Mr. [redacted] and NIPSCO Home Solutions consider this complaint resolved.

Complaint: [redacted]
I am rejecting this response because:  They offered $100 on a $3,500. claim.  They owe me $3500.
Sincerely,
[redacted]

Pivotal Home Solutions has received your complaint notification for Mrs. [redacted]. In September of 2015, Pivotal Home Solutions purchased [redacted] appliance repair and maintenance contracts, including Mrs. [redacted] contract.  A notice of the assignment of the contracts was sent to all...

customers (including Mrs. [redacted]) and in that notice, customers were encouraged to call Pivotal Home Solutions with any questions or concerns about their coverage. No changes were made to any of the contracts acquired by Pivotal Home Solutions. Mrs. [redacted] contract was an HHPP Extended Plan that automatically renews each year. She never contacted us to cancel the account and utilized the service to repair her furnace February 2016. December 22, 2016, Pivotal Home Solutions received correspondence from Mrs. [redacted] stating she did not request enrollment. Due to this her account was closed. As a good faith gesture, and not as an admission of any liability, Pivotal Home Solutions credited  Mrs. [redacted] account to a zero balance. Pivotal Home Solutions considers this complaint resolved.

[redacted] Home Solutions received your complaint notification with regard to Mr. [redacted] complaint. [redacted] Home Solutions appreciates the opportunity to address this consumers concerns. On February 22nd, 2018 we reached out to Mr. [redacted] and as a good will gesture provided a credit in the...

amount of $95.60. [redacted] Home Solutions and Mr. [redacted] considers this complaint resolved.

Pivotal Home Solutions contacted Ms. [redacted] to offer good will gesture in the amount of $100, unfortunately Ms. [redacted] declined. Pivotal Home Solutions is unable to provide reimbursement. Per Ms. [redacted]'s customer agreement Pivotal Home Solutions does not cover repairs performed by providers outside of our network without prior authorization. Pivotal Home Solutions considers this complaint closed.

Nicor Home Solutions received your complaint notification for Mr. [redacted]. Nicor Home Solutions contacted Mr. [redacted] 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] that his reimbursement for the amount of $220.00. Nicor Home Solutions considers this complaint closed.