Pivotal Home Solutions

Pivotal Home Solutions attempted to contact Mr. [redacted] with regard to his complaint, but were unable to reach him. We left a voicemail with contact information to return our call. 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.    Per Mr. [redacted] request, his account has been closed and a goodwill credit of $29.58 was issued to zero out the balance. If Mr. [redacted] has any questions, he can contact us at [redacted]. Pivotal Home Solutions considers this complaint closed.

Pivotal Home Solutions has received your notice with regards to Mr. [redacted] complaint.  In September of 2015, Pivotal Home Solutions purchased [redacted] appliance repair and maintenance contracts.  A notice of the assignment of the contracts was sent to all customers (as Mr. [redacted]...

acknowledges in his complaint) 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.  Mr. [redacted] contract was an HHPP Extended Plan that automatically renews each year.  Mr. [redacted] was notified of this automatic renewal at the time he enrolled with [redacted], and Mr. [redacted] in fact received a discounted contract rate because of his electing to sign up for an automatic renewal plan.  Notice that the contract was renewing and that his credit card would be charged was sent to Mr. [redacted] prior to such renewal and the charging of his credit card, and Mr. [redacted] could have contacted Pivotal Home Solutions at that time in order to prevent such renewal and the charging of his credit card.  He did not.  Despite this fact, and that Mr. [redacted] is only entitled to a pro-rated refund, as a good faith gesture, Per his request, we have cancelled his contract and credited the entire amount of $286.92.  We spoke with Mrs. [redacted] to apologize for any inconvenience and informed her of the resolution.  Mrs. [redacted] and Pivotal Home Solutions considers this complaint resolved.

Initial Business Response /* (1000, 5, 2015/06/11) */
Nicor Home Solutions spoke with Ms. [redacted] on June 4, 2015 in regards to her complaint. It was explained to Ms. [redacted] that we researched her account regarding the GLCG enrollment and found service repairs performed in 2009 and 2010; the latter...

one for a pipe going to her dryer in the basement. She did not recall the information nor having signed up. It was also explained to Ms. [redacted] that renewal cards were sent out annually and that the charges are reflected on her monthly Nicor Gas bill. Based on the evidence we found, we believe the enrollment was proper and that this customer should have known about this contract. As a good will gesture we have offered, and Ms. [redacted] has agreed to accept, a 2 year credit to resolve her complaint. The current month will be credited as well. This calculates to 24 months at $4.95 equaling $118.23 plus $4.95 for the current month totaling $123.75. Ms. [redacted] and Nicor Home Solutions consider this complaint resolved.

Complaint: [redacted]
I am rejecting this response because: I have not received the check for the reimbursement and I don't trust this company because every time they are saying different things and trying to trick me. I will not consider the case closed until I receive the check.
Sincerely,
[redacted]

Pivotal Home Solutions received your complaint notification for [redacted]. Pivotal Home Solutions reached out to Ms. [redacted] regarding her 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 we will provide a credit to Ms. [redacted] in the amount of $87.50. Ms. [redacted] and Pivotal Home Solutions considers this complaint closed.

Service Protection Group has contacted Ms. [redacted] with regard to her complaint. Ms. [redacted] enrolled in the ApplianceCare Basic, Gas Line Protection, Electric Line Basic and Inside Water/Drain Line plans February 21, 2015. Her terms and conditions about the program were emailed to her February 25,...

2015. On December 28, 2016, we informed Ms. [redacted] that we do not have record of receiving payments. Ms. [redacted] bank was supposed to fax over documentation per a telephone conversation on November 4, 2016. To date, Service Protection Group has not received this documentation. Ms. [redacted] was informed that her account is still incurring monthly charges; she stated that she does not want to cancel her account.   If Ms. [redacted] has any questions or has documentation to send in, she can contact us at [redacted]. Service Protection Group considers this complaint closed.

[redacted] Home Solutions has contacted Mr. [redacted] with regards to his complaint.  We spoke with Mr. [redacted] February 10th, 2016; he verified that [redacted] came out earlier that day.  They cleaned the flame sensor and repaired the unit. Mr. [redacted] stated that he was...

satisfied with the work that [redacted] performed. [redacted] Home Solutions explained to Mr. [redacted] that multiple service providers were not available the evening of February 9th, 2016 when he first reported his no heat situation. Mr. [redacted] was offered an opportunity to find his own contractor and seek reimbursement from us on the 9th, which he declined. We affirmatively state that we did meet our obligations under the contract and did have someone out in a timely fashion to address his heating system, even if it wasn’t as quickly as the customer requested.  [redacted] Home Solutions apologized for Mr. [redacted] not having an excellent customer service experience, and as an onetime goodwill gesture, credited his account $32.97.  [redacted] Home Solutions and Mr. [redacted] consider this complaint resolved.

Complaint: [redacted]
I am rejecting this response because: still waiting for their legal dept to respond. There is nothing they have fixed so far. 
Sincerely,
[redacted]

Complaint: ***
I am rejecting this response because:This company solicited insurance coverage for the pipes and sewer line in my home.  There was NEVER a question as to what type of home I have.  In fact, this company should have known it is a two-family home since both apartments were had heating system insurance at one time.  Also, there is NO difference in the sewer lines of either a single family home or a two-family home, NONE what so ever.  In addition, I am the ONLY person using the entire premises.  This company insisted upon a "second opinion from a vendor that they often do business with, costing ME an additional $160.  THEN I was told that *** Home Solutions," DBA under a different name, refused to honor the insurance I paid for.  In addition, THEY STILL CONTINUED TO BILL ME FOR THE COVERAGE THROUGH MY GAS SUPPLIER EVEN THOUGH THEIR CLAIM WAS THAT I AM NOT COVERED.   I am filing a complaint with the *** Attorney General against *** Home Solutions" for deceptive business practices.  They should NOT be allowed to solicit business in ***.  This is fraudulent.   Also, the *** Water and Sewer Commission" has had many, many similar problems with their customers whom have been denied repairs after buying service contracts from *** Home Solutions."
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Pete [redacted]

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.

Complaint: 10931269
I am rejecting this response because:When spoken to back in November Mr.Mr. [redacted] had informed me that the check was being sent over to be processed and that I would receive a check in about four four weeks and I should have it before the Holidays. ( No Check) when I called back in January 2016 The representative I spoke to who put me on hold to speak to Mr [redacted] informed me that it had not been sent over for processing as of yet and that she would be sending it over that day. I will however consider this complaint satisfied when and if I do receive my $458.22 and the check has cleared the bank. Thank you so much for your help I will wait for the check, ( note) his assistant called me back yesterday to see if I had gotten the check yet.. I informed her I hadn't and was still waiting for it..) January 7th 2016 
Sincerely,
James [redacted]

Pivotal Home Solutions has made several attempts to reach Ms. [redacted] all of which were unsuccessful. In addition to previous attempts, Pivotal Home Solutions attempted to contact Ms. [redacted] on 10/27/2017, 10/30/2017, and 11/01/2017 using telephone number [redacted] and were unable to reach her unfortunately. Pivotal Home Solutions considers this complaint closed.

Nicor Home Solutions has unsuccessfully tried to
contact [redacted] in regards to her complaint. [redacted] has
received monthly charges for the Gas Line Comfort Guard 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 October of 2014, 2013, 2012, 2010 and 2006 via postcard and
September 2011, 2009, 2008 and 2007 via utility bill.  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 [redacted] has had
sufficient notice about her enrollment and the program.  In an attempt to resolve [redacted]’ complaint we
have tried to contact her November 17,18, 20, 23 and 24 leaving her a voicemail
each time.  Nicor Home Solutions would like to speak to [redacted]
about her complaint.  If [redacted] has any questions, she can
contact us at [redacted].

[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 11/18/2014 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 $339.13 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]

Pivotal Home Solutions contacted Ms. [redacted] explained we were able to speak to [redacted] whom gave permission to speak with Ms. [redacted]. Pivotal Home Solutions cancelled the active coverage. Pivotal Home Solutions advised we will be refunding her 286.92. Pivotal Home Solutions is committed to our customers and appreciate the opportunity to resolve this complaint.

Pivotal Home Solutions contacted Mr. [redacted] with regard to his complaint. Pivotal Home Solution is committed to our customers . In resolution of Ms. [redacted] complaint we will apply a goodwill credit of $96.33 with includes any late pay fees assessed. Pivotal Home Solutions also agreed to waive the...

30 day waiting period and open the necessary claim for repair. Mr. [redacted] provided a payment of $100.00. Pivotal Home Solutions informed Mr. [redacted] that there is a remaining balance of $226.51. As of December 13th, 2017 Mr. [redacted] claim was opened. Pivotal Home Solutions appreciates the opportunity to resolve this complaint.

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 10,2018 one of our contracted service providers All- Temp replaced...

the motor on Ms. [redacted] furnace. When the service provider left Ms. [redacted] home the furnace was functioning properly. Pivotal Home Solutions considers this complaint closed.

Service Protection Group has contacted [redacted] with regard to his complaint. On March 31st, 2017 it was explained to Mr. [redacted] that when he contacted Service Protection Group on June 20th, 2016 requesting cancellation and a Cash Value Payment, he would not be entitled to the Cash Value Payment...

for his furnace if he cancelled per the terms and conditions of his contract. Mr. [redacted] contract needed to be active in order to process the Cash Value Payment Request. A check was sent to Mr. [redacted] for his Cash Value Payment on July 5, 2016.  On January 3rd, 2017 per his request, Mr. [redacted] account was cancelled. Mr. [redacted] was informed that his refund was processed in the amount of $19.36. The check was mailed March 30th, 2017. Service Protection Group considers this complaint closed.

Nicor Home Solutions has contacted [redacted] in regards
to her complaint.  We have apologized for
the wait she experienced while trying to reach our call center and explained
that due to the first weather change of the year, it increased our call volume
and extended repair...

times.  We have informed [redacted] that we can send
her a reimbursement form and can reimburse her up to $400 for the water heater
replacement, per the terms of her coverage.  We have also offered her an
one-time, two month goodwill credit.  At this time, [redacted] has yet
to respond to our offer.  She can contact us at [redacted] to further
discuss our offer and her situation.