Pivotal Home Solutions

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 complaint notification for [redacted] Pivotal Home Solutions reached out to Ms[redacted] and Mr. [redacted] who is the account holder for service address [redacted], Mishawaka, IN , 46544 regarding Ms. [redacted] 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 Thomas [redacted] that we will provide a credit to Ms[redacted] in the amount of $87.50. Mr. [redacted] (Account Holder) on behalf of  Ms[redacted] and Pivotal Home Solutions considers this complaint closed.

Service Protection Group has contacted Mrs. [redacted] with regard to her complaint. On July 26th, 2016 we spoke with Mrs. [redacted] to explain her coverage, request copies of the documentation she has and also allow her to listen to her last enrollment call.  During the playback of the call Mrs....

[redacted] disconnected the line and when we tried to callback there was no answer.  We attempted to reach Mrs. [redacted] July 28th with no answer and on August 2nd she informed us that she was withdrawing her Revdex.com complaint due to health reasons.   If Mrs. [redacted] has questions or would like to provide us with documentation at a later date she can contact us at [redacted] Service Protection Group considers this complaint closed.

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 notice with regard to Mr. [redacted] complaint. Pivotal Home Solutions has attempted to contact Mr. [redacted] to resolve his complaint on 04/27/2017, 05/02/2017, 05/04/2017, 05/05/2017, and 05/26/2017 but have been unsuccessful. We’ve left voice messages for Mr. [redacted], but to date Mr. [redacted] has not returned our calls. Pivotal Home Solutions previously explained to Mr. [redacted] that his terms and conditions multifamily homes outside sewer line claim was denied due to multifamily homes not being covered.  If he has questions please have him contact us at [redacted]. Pivotal Home Solutions considers this complaint resolved. Sincerely, Pivotal Home Solutions

Pivotal Home Solutions attempted to contacted Mr. [redacted] with regard to his complaint, but were unable to reach him.  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.    Per his request, we have cancelled his account and issued a prorated check refund of $238.97. As a good faith gesture, and not as an admission of any liability, Pivotal Home Solutions also issued another check refund of $47.95 to Mr. [redacted]  account to remove the amount due.  Pivotal Home Solutions considers this complaint resolved.

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]

Nicor Home Solutions contacted Mr. [redacted] with regard to his complaint. It was explained to Mr. [redacted] that he is not eligible for reimbursement due to his terms and conditions requiring that he receive prior authorization from Nicor Home Solutions for an outside contractor to perform any services....

Nicor Home Solutions not provided the opportunity to send a contractor to perform the work within a reasonable amount of time consistent with our obligations. Per his request, Mr. [redacted] account has been cancelled. Nicor Home Solutions considers this complaint resolved.

Initial Business Response /* (1000, 10, 2015/05/14) */
We attempted to contact this customer, but they disconnected the call when trying to address their complaint. The customer stated in their complaint that they believe Nicor Home Solutions technicians are not trained to repair Zoning, which is...

not true. Additionally, the amounts he pays for warranty with our company are for a number of plans, all of which have specific terms and conditions.
This customer has two newer furnaces, but the zoning system is the original equipment. The entire zoning system is aging and component failures and replacements should be expected. This zoning system, and the humidifier, are not covered by any warranty, and therefore repair costs would be the responsibility of the customer. We have had an experienced technician out to his home repeatedly attempting to make his system function. Our technician recommended two-stage [redacted] zone panels and to replace the dampers that are still the old ones, to correct these problems well into the future.
Again, the problems with this customer's zoning system are not covered by his warranty plans. We are happy to help him, or he is able to contact another service provider of his choosing.
If this customer would like to schedule these services, they may contact us at 800-373-1100.
Regards,
Nicor Home Solutions
Nicor Home Solutions is an affiliate of Nicor Gas and is not regulated by the Illinois Commerce Commission. Customers are not required to buy products or services from Nicor Home Solutions in order to receive the same quality of service from the gas utility.
Initial Consumer Rebuttal /* (3000, 12, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nicor did not answer any of the issues raised. However the Furnace and air conditioning came.Again First time around they could not fix the problem. They gave me credit for the repair costs by deducting it from new damper cost. Altogether they have now replaced 4 out of 6 dampers. I have accepted this settlement subject to both AC and Heating functioning properly.
As regards Fans and charges there has been no reply at all and I am told it is a separate Division Still waiting for remedy.

Complaint: [redacted]
I am rejecting this response because:Business has been unable to provide me documentation for testing the gas valve after the installation on 11/09/2016. I asked them explicitly via this complaint and also when I received a call from them last week. That is scary.  They installed a bad valve on 11/09/2016 and as I indicated in my original complain, their tech advised us to keep two doors ajar that lead to furnace area.  This is my second request to business to install a genuine valve without any out of pocket cost to me.If they cannot honor my request, I would like to know next steps.  I am not sure if business is regulated by a state agency.  I need to know who can I contact further with my complaint as I feel like they are not listening to me and not taking corrective actions.
Sincerely,
[redacted]

Nicor Home Solutions received your complaint notification for Peter [redacted]. Nicor Home Solutions reached out to customer regarding his complaint. Nicor Home Solutions has confirmed the reason his claim has been denied is due to repairs that are not covered under our service plan with Nicor Home...

Solutions. Customer has a non-covered branch line blockage that per our terms and conditions we do not cover those repairs. Customer has spoken with our Outside Sewer Line specialist who has explained what a branch line is and why it is not covered by his service plan.  Customer is requesting we cover$1600.00 towards the cost of repairs that are not covered under our warranty plan to settle customer complaint we have offered a one- time good will credit of 134.55 considering he has been a long term customer and he has denied our offer. Nicor Home Solutions considers this complaint resolved.

Pivotal Home Solutions has received your notice with regards to Mr. [redacted] rejection to our response.  Pivotal Home Solutions credited the entire amount of $286.92 as a good faith gesture despite Mr. [redacted] only being entitled to a pro-rated amount.  Per his request, we also cancelled his contract effective January 20th, 2016.  On February 1st, 2016, we spoke with Mr. [redacted] about the $24.30 charged to his credit card.  The transaction was located in our payment processing system and credited back.  Mr. [redacted] and Pivotal Home Solutions considers this matter resolved.

Pivotal Home Solutions received the complaint notification for Mr. [redacted] account. We have received Mr. [redacted] account and show there to be a zero balance. The outstanding amount of $110.30 has been written off on September28th', 2017. 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 for Ms. [redacted] complaint. Pivotal Home Solution's management team has been in contact with Ms. Petrova. In resolution of her complaint we will be reimbursing Ms. [redacted] in the amount of $688.00 of which will be sent out in form of check. Ms....

[redacted] communicated with Management that this will resolve her complaint. Pivotal Home Solutions considers this complaint closed.

[redacted] Home Solutions received your complaint notification for Mr. [redacted]. [redacted] Home Solution attempted to reach out to Mr. [redacted] on August 22nd,23rd, and 24th,2018 with no success. In resolution of Mr. [redacted] we applied a credit to zero out the outstanding account balance of...

$20.85. [redacted] Home Solutions considers this matter closed.

Service...

Protection Group has contacted Mr. [redacted] with regard to his complaint. On August 18th, 2016, we informed Mr. [redacted] that when he originally called in to Service Protection Group he stated that his dispenser was not working. However, when Carris Appliance completed their diagnostic it was determined that the auger motor needed replacement. Per Mr. [redacted]s terms and conditions the auger motor is not covered for repair or replacement. Mr. [redacted] decided to close his warranty account. Service Protection Group and Mr. [redacted] consider this complaint closed.

Initial Business Response /* (1000, 13, 2015/04/16) */
We have spoken with Ms. [redacted] in regards to her complaint. Ms. [redacted] did not contact us to cancel service until February of 2015 and last payment received from Ms. [redacted] was in 2013. Since we had not received payment in over a year, Ms. [redacted]...

should have been cancelled due to arrears, in 2014, but due to system consolidation efforts all past due charges were billed to her in January of 2015. As a customer courtesy, due to the system error, we have credited Ms. [redacted] the 2014 and 2015 charges. Ms. [redacted]' current balance is $0.00. Service Protection Group considers the complaint resolved.


[redacted]
Supervisor
Customer Experience

XXX-XXX-XXXX office
XXX-XXX-XXXX mobile
[redacted].com
Initial Consumer Rebuttal /* (2000, 15, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, Revdex.com. They have been pestering me too long. This would never have been resolved without you.
I have never heard of such a ridiculous practice with billing to a former customer. They have an F+ rating in my opinion.
Thank you,
[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]

Pivotal Home Solution contacted Ms. [redacted]egarding her enrollment dispute, in resolution of her complaint we offered a refund of 59.40. Ms. [redacted] accepted this offer in resolution of her complaint. Pivotal Home Solutions also confirmed with her that her account has been cancelled.