Pivotal Home Solutions

[redacted] Home Solutions has contacted Mr. [redacted] with regard to his complaint.  On August 4, 2016, we informed Mr. [redacted] that he enrolled in warranty coverage with us October 3, 2014 and that a copy of his terms and conditions were sent to him October 9, 2014. It was explained that his...

enrollment was valid and we allowed Mr. [redacted] to listen to the recorded call when he enrolled in our products. Mr. [redacted] stated that he understands he is responsible for all charges assessed and requested that the account be cancelled.  Per his request, we have cancelled his account. Mr. [redacted] and [redacted] Home Solutions considers this complaint resolved.

Nicor Home Solutions contacted Mr. [redacted] regarding his complaint. On November 9,2016 Nicor Home Solutions came out Mr. [redacted]'s 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]'s 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 assocated with the completion of labor. Mr. [redacted] declined our offer. Nicor Home Solutions considers this complaint closed.

Pivotal Home Solutions has been in contact with Mr. [redacted] in regards to his complaint.  Through research, it was discovered that Mr. [redacted] had duplicate coverage with us at the same address.  We requested that the account be removed from collections and processed a $458.22 refund on...

December 30,2015 for the duplicate coverage.  Pivotal Home Solutions considers this complaint resolved, and Mr. [redacted] has stated he will consider the complaint resolved once he receives his refund check.     If Mr. [redacted] has any questions, he can contact us at 800-373-1100.

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, 11, 2015/09/04) */
[redacted] enrolled in the Gas Line ComfortGaurd program March 8, 2005. She would have received the terms and conditions about the program at that time. Since then, Ms. [redacted] has received monthly charges for the program on her Nicor...

Gas utility bill. In addition to the monthly charges, she was notified of the program yearly at renewal as well. She received renewal notices of the program in January of 2015, 2014, 2013, 2012, 2011, 2010, 2009, 2008, 2007 and 2006 on her utility bill. In 2011 all GLCG customers received a mailing from Nicor Home Solutions and we believe Ms. [redacted] should have been aware of her contract with us. We found no evidence that the enrollment was not valid, and we believe Ms. [redacted] has had sufficient notice about her enrollment and the program. At Ms. [redacted]'s request, we have cancelled her service and as a customer courtesy credited her account for 6 months of charges.
In an attempt to resolve Ms. [redacted]'s complaint we have tried to contact her July 8, 9, and 10 leaving her a voicemail each time. Nicor Home Solutions would like to speak to Ms. [redacted] about her complaint. If Ms. [redacted] would agree that an additional credit for one year of charges billed would resolve her complaint, we would be willing to issue such an additional credit as a customer courtesy. If she has any further questions or she would like to discuss her complaint and our offer, she can contact us at XXX-XXX-XXXX.

Pivotal Home Solutions received your complaint notification for [redacted] and appreciates the opportunity to respond. On December 5th, 2017 contact was made with [redacted] on behalf of [redacted] with regard to the complaint received, at which time we informed, per the Customer Agreement,...

the repair of the bellied sewer is not a covered event.  The sewer is still flowing, but a bit sluggish, therefore as a service to the customer we offered to cover the jetting of the system unfortunately [redacted] on behalf of [redacted] refused our offer. Pivotal Home Solutions considers this complaint closed.

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] [redacted], Mishawaka, IN , 46544 regarding Ms. [redacted]'s complaint and explained that her warranty plan with Pivotal Home Solutions covers annual routine maintenance of her HVAC Unit. The 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 [redacted] that we will provide a credit to Ms. [redacted] in the amount of $87.50. 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.

Initial Business Response /* (1000, 10, 2015/03/20) */
[redacted] has contacted Ms. [redacted] in regards to her complaint. We have researched her account and found that she was enrolled in the Value Pack, which covered the internal gas and electric lines in the home, via mail in 2012. ...

This coverage is billed directly to Ms. [redacted], annually, in the amount of $83.40 annually. Per Ms. [redacted]'s request on 3/14/2015, her services have been cancelled. Since Ms. [redacted] has not used the service and as a customer courtesy we have offered to reverse the balance owed of $83.40, to which Ms. [redacted] has accepted. Ms. [redacted] and [redacted] consider the complaint resolved.

[redacted] Home Solutions has contacted Ms. [redacted] with regard to her complaint. On May 4, 2016 we received reimbursement correspondence from Ms. [redacted]; the reimbursement claim was denied due to her account not being current. Ms. [redacted] called [redacted] Home Solutions May 6, 2016 to confirm that we...

received the paperwork and was informed that she needed to bring her account current. Per the terms and conditions an account must be current for a reimbursement claim to be processed. Ms. [redacted] paid $47.28 and on May 9, 2016 her reimbursement was approved for direct depositing. Her account was cancelled per her request, November 15, 2016. [redacted] Home Solutions does not have any record of Ms. [redacted] calling in or faxing in any requests to cancel prior to November 2016. Ms. [redacted] was asked to re-fax her cancellation request to Supervisor [redacted] at [redacted]. To date, we have not received anything but Ms. [redacted] can still send in her documentation for review. She is responsible for the full balance due on the account. [redacted] Home Solutions considers this complaint closed.

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 accounts. Pivotal Home Solutions considers this complaint closed.

Service Protection Group has received your notice with regard to Mr. [redacted] complaint.  Mr. [redacted] Complete Line contract started April 19,2016 with a 30 day wait period per the terms and conditions. We spoke with Mr. [redacted] May 5, 2016 because he experienced a sewer line backup and sent...

Service Protection Group an online repair inquiry.  It was explained to Mr. [redacted] that his claim would not be covered because it is considered a pre-existing condition. Per his request, Mr. [redacted] has cancelled his account. Service Protection Group considers this complaint closed.

Complaint: [redacted]
I am rejecting this response because:  I haven't heard from them.  Ive never seen in 10 years any...

instructions on how to proceed with an emergency claim for sewer backup.  When I phoned to find out what type of protection I had (my husband signed up in 2007 and has since passed away), the girl informed me I did have sewer backup protection, I told her I already had a service company working on the backup and she said she would mail a claim form to me to complete,.  I filled out the form and weeks later they told me I was to have called them first and I had no coverage for outside contractors.  I explained the backup occurred during the night 1am and this company came out 8 hours or less and began work. Ive sent pictures of the damage, not including damage to the interior of my family room or repair for the front lawn replacement. They were professional, competent and I would recommend this company for a very low reasonable cost repair, the courtesy of the 4 man crew, the equipment required for the job  and the care they took to protect adjoining property for a two day repair to my home.I am handicapped and on a fixed income.  I had to borrow the cost of this repair and Nicor Solutions owes me $3,500 to reimburse for the cost of repairs plus the cost for lawn replacement, still unfinished.  Never in 10 years was I made aware that calling ahead was necessary, not once.Thank you for your help in resolving this claim.Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/14) */
Service Protection Group has contacted Ms.[redacted] in regards to her complaint, but was unable to reach her. We have researched her account regarding her enrollment in the E.S.P. Inside Line Value Package and found that we received an...

enrollment card on 08/09/2011 for service at [redacted] At the time of enrollment, Ms.[redacted] was sent the terms and conditions of the program. The program renews automatically each year and is billed each month on her [redacted] Gas bill. At this time, the current price for this program is $6.95 per month. Based on the evidence we found, we believe the enrollment was valid.

Because Ms.[redacted] has indicated she wishes to cancel this program, we have cancelled her in our system. She will not receive charges going forward, but she does owe a balance of $95.63. If Ms.[redacted] has any questions, she can contact us at XXX-XXX-XXXX.

Nicor Home Solutions has been in contact with Mr. [redacted] with regard to his complaint. Mr. [redacted] was upset that his air condition was not working after Nicor Home Solutions replaced the circuit board for his furnace. After speaking with Mr. [redacted] and fully understanding his concern, Nicor Home...

Solutions scheduled for another technician to check the circuit board.  On April 25th, 2016 our technician went out and found that Mr. [redacted] needed a new thermostat and thermostat wiring.  The repair was completed April 29th, 2016. As a one-time goodwill gesture, we credited $29.85 to Mr. [redacted]s account and apologized for his inconvenience. Mr. [redacted] and Nicor Home Solutions considers this complaint resolved.

Initial Business Response /* (1000, 8, 2015/08/05) */
[redacted] Services, a division of Pivotal Home Solutions, spoke with [redacted] in regards to his complaint. It was explained to [redacted] that we researched his account regarding the enrollment and found that he enrolled August 1, 2013. We...

were able to play the recorded enrollment for him where he agreed to add the charge to his utility bill. He received a copy of the terms and conditions of the program at shortly thereafter. Since then, he has received monthly charges for the program on his [redacted] Energy Bill. Additionally, we note that the kind of coverage [redacted] had with us would not have covered any repairs to the furnace. At [redacted]'s request, the coverage has been cancelled, but he remains responsible for the time he was enrolled in the program.
In an attempt to resolve [redacted]s complaint and as a gesture of good will, [redacted] Services is willing to offer [redacted] a credit of $44.55 to settle his complaint. If [redacted] would like to accept our offer he may contact us at [redacted].

[redacted] Home Solutions again attempted to contact Ms. [redacted] and were able to speak to her on March 1, 2016 in regards to her complaint.  Ms. [redacted] enrolled in the [redacted] program 7/21/2008 via a [redacted] Gas agent.  She would have received the terms and conditions about the program at that time. In addition to monthly charges, she was notified of the program yearly at renewal as well.  In 2011 all GLCG customers received a mailing from [redacted] Home Solutions about the GLCG program that included the terms and conditions as well.  We informed Ms. [redacted] of her GLCG contract renewal May 2015 via her [redacted] Gas bill and June 2015 via US mail.  [redacted] Home Solutions stands firm that we believe Ms. [redacted] has had sufficient notice about her enrollment and the program.  Ms. [redacted] service has already been cancelled and a good will credit of $39.60 was issued to her.   As an additional gesture of good faith, and in an attempt to resolve Ms. [redacted] complaint, we offered her a two year credit; she declined.  If Ms. [redacted] would like to reconsider the offer she can contact us at [redacted].  [redacted] Home Solutions considers this complaint resolved.

Initial Business Response /* (1000, 6, 2015/08/14) */
Service Protection Group has contacted Ms.[redacted] in regards to her complaint. Ms.[redacted] that she originally enrolled in the Total Care Program on September 28, 2011 over the phone, and she would have received the terms and conditions of the...

program at that time. The program annually renews. We discussed the coverage benefits of the plan she had with Ms.[redacted] for the gas and electric lines inside the home. There have been previous annual payments made on her account in the amounts of $55 on 10/15/2011 and 10/19/2012. After the account was cancelled, there was a balance of $41.53. To resolve Ms.[redacted]'s complaint and as a gesture of good will, Service Protection Group offered her a goodwill credit of $41.53 to zero the balance on the account. Service Protection Group and Ms.[redacted] consider this complaint resolved.

Service Protection Group has been in contact with Ms. [redacted] regarding her complaint. Ms. [redacted] contacted us November 2, 2016 stating that her refrigerator was not keeping the temperature. [redacted] Heating and Cooling, Inc. was assigned to the claim. [redacted] Heating and Cooling , Inc. contacted...

Service Protection Group to inform us that they could not locate all the parts needed to repair Ms. [redacted]’s refrigerator. Her unit was deemed unrepairable. Ms. [redacted] called in November 8, 2016 and was told that her unit was deemed because of parts. On November 10, 2016, it was explained to Ms. [redacted] that the parts needed for her refrigerator repair needed to be purchased from the manufacturer not a 3rd party company and that she would not be reimbursed for [redacted] making the repair. Again on November 17, 2016, we spoke with Ms. [redacted] to informed her that she would not be reimbursed $400 due to her not replacing the refrigerator per the terms and conditions of her plan. Per Ms. [redacted]’s request, we have cancelled her account.   Service Protection Group considers this complaint closed.

Initial Business Response /* (1000, 6, 2015/10/02) */
Nicor Home Solutions appreciates the opportunity to address Mr[redacted] situation. Mr.[redacted] enrolled in the Gas Line Comfort Guard program 03/13/2002. He would have received the terms and conditions about the program at that time. Since then,...

Mr.[redacted] has received monthly charges for the program on his Nicor Gas utility bill. In addition to the monthly charges, he has been notified of the program yearly at renewal as well. Mr.[redacted] received renewal notices of the program in Jan. 2006, 2007, 2008, 2009, 2010, 2011, 2012, 2013, 2014, and 2015 sent on the utility bill and Feb. 2015 via USPS mail. In 2011, all GLCG customers received a mailing from Nicor Home Solutions about the GLCG program that included the terms and conditions as well. We found no evidence that the enrollment was not valid and we believe Mrs.[redacted] has had sufficient notice about her enrollment and the program. As a good will gesture, we have offered Mr.[redacted] a 6 month credit to resolve his complaint.
At this time Mr.[redacted] has decided to do some research and contact us back. If he would like to consider our offer, he can call us at[redacted]

Pivotal Home Solutions has contacted Ms. [redacted] with regard to her complaint.  Pivotal Home Solutions purchased [redacted] appliance repair and maintenance contracts, including Ms.  [redacted] contract.  A notice of the assignment of the contracts was sent to all customers,...

including Ms. [redacted]. No changes to the terms or coverage were made to any of the  contracts acquired by Pivotal Home Solutions and Ms. [redacted] carried the HHPP Extended Plan, which is auto renewed. Per Ms. [redacted] ‘s request, her account has been closed.  As a good will gesture, Pivotal Home Solutions applied a credit of $72.32 to zero the balance. Ms. [redacted] and Pivotal Home Solutions consider this complaint resolved.