Pivotal Home Solutions

Service Protection Group has contacted Mr. [redacted] with regards his complaint. It was explained to Mr. [redacted] that he would need to send in the receipt for the first service call from A to Z Appliance.  Service Protection Group contacted A to Z Appliance to request a detailed invoice; it was...

emailed and submitted to our Claims department for review. On March 10, 2016, our Claims department approved the reimbursement for $75.06.  Per Mr. [redacted] request a check will be processed and mailed.  Service Protection Group considers this complaint resolved. If Mr. [redacted] has any questions, he can contact us at [redacted]

Complaint: [redacted]
I am rejecting this response because:I guess you missed the part where I said I was never notified. I am authorized on the account. The account may be in my fathers name, but I’m authorized, which means I should have been contacted as it’s my furnace, my house! I did not agree to these terms, therefore I don’t accept them! We should have never been charged to fix our furnace when we pay a monthly fee for things such as this! My father doesn’t even live in this house as can be verified by Nipsco! So why would he get a call when I’m authorized to make decisions on the account? I hope this complaint pulls your perfect Revdex.com rating down! Serves you right for scamming people! 
Sincerely,
[redacted]

[redacted] Home Solutions again attempted to contact Ms. [redacted] and were able to speak to her on April 12, 2016 with regards to her complaint. Ms. [redacted] enrolled in the Gas Line Comfort Guard program 10/22/2012 and she received the terms and conditions about the Gas Line Comfort Guard program at that time. In addition to monthly charges for the Gas Line Comfort Guard program, which appeared on her [redacted] Gas bill as a separate itemized charge every month, she was also notified of the program every year at renewal as well.  [redacted] Home Solutions informed Ms. [redacted] of her GLCG contract renewal August 2013, 2014 and 2015 via a separate message on her [redacted] Gas bill. [redacted] Home Solutions is confident that Ms. [redacted] has had sufficient notice about her enrollment  and continuing coverage under the program. Ms. [redacted] service has already been cancelled per her request. As a gesture of good faith, and in an attempt to resolve Ms. [redacted] complaint, but not as an admission of any liability, [redacted] Home Solutions offered her a two year credit of her Gas Line Comfort Guard program charges, which she accepted. [redacted] Home Solutions considers this complaint resolved.

[redacted] Home Solutions has contacted Mr. [redacted] with regards to his complaint.  We spoke with an authorized user on the account, [redacted]  [redacted] Home Solutions regrets that Ms. [redacted] had multiple poor customer service experiences. Per Ms. [redacted] request, we listened to the...

enrollment call and determined that it is valid.  Ms. [redacted] was allowed to listen to the call as well.  To address the billing concerns, it was explained to Ms. [redacted] that [redacted] Home Solutions did not receive any payments from the utility.  [redacted] Home Solutions stands firm that we hold ourselves accountable for doing business the right way and live by our corporate values. As a goodwill gesture,  Mr. [redacted] account was credited $108.90 bringing the balance to zero.   [redacted] Home Solutions considers this complaint resolved.    If Mr. [redacted] or Ms. [redacted] have any questions, they can contact [redacted]

Pivotal Home Solutions received your complaint notification for [redacted] complaint. Contact was made with Ms. [redacted] on January 18th, 2018 at which time we confirmed that with her enrollment in the HHPP [redacted] Plan she is not entitled to reimbursement. As a goodwill gesture Pivotal Home...

Solutions provided Ms. [redacted] with a check in the amount of $200. Pivotal Home Solutions confirmed Ms. [redacted] received this check on January 22nd,2018. Pivotal Home Solutions considers this complaint closed.

[redacted] Home Solutions has contacted Mr. [redacted] with regard to his complaint. [redacted] Home Solutions came out to Mr. [redacted]’s home on April 13th to complete their furnace maintenance at which time the technician determined and has verifiable evidence that Mr. [redacted] has a cracked heat exchanger. Mr....

[redacted] informed [redacted] Home Solutions that as a result of the determination made by the technician he obtained a second opinion. Per [redacted] Home Solutions terms and conditions Mr. [redacted] is required to use our contractor, or receive prior authorization from [redacted] Home Solutions for an outside contractor to perform any services. However, as a good faith gesture, and not as an admission of any liability, [redacted] Home Solutions will send a check in the amount of $200.00 in resolution of Mr. [redacted]’s complaint. [redacted] Home Solutions considers this complaint closed. Sincerely, [redacted] Home Solutions

We have reviewed this claim denial. Our position still stands that there is no evidence that the present condition of you sewer is being adversely affected by the slight crumbling of the upper tile at 73'. The video provided by [redacted] Plumbing showed a sewer line that was ineffectively cleared. Service Protection Group has offered to address any remaining sewer debris from the line when [redacted] have an adequate sewer line access installed. The outside sewer line protection does offer an annual limit up to $4,000 for repair coverage; but there are exclusions per the terms and conditions. The exclusion states that "Repairs or service to outside lines due to conditions that are not adversely affecting the flow of water..." This is one of the reasons the claim was denied.
Service Protection Group considers this matter closed. If [redacted] have any questions, they can contact us at [redacted]

Initial Business Response /* (1000, 14, 2015/03/05) */
Columbia Home Solutions has spoken with Ms. [redacted] in regards to her complaint. Her main concern was that the utility turned down the temperature on the hot water heater causing her to have no hot water. She was also upset that when she...

called Columbia Home Solutions to request a repair, Columbia Home Solutions recommended replacing her water heater. Columbia Home Solutions did recommend replacing the unit because the majority of the time it is not practical to repair a water heater that is 13 years old. In this particular case, the water heater did not actually need a repair, just a temperature adjustment, which has been rectified. Ms. [redacted], additionally, requested for the buyout information for the water heater to be sent to her. Columbia Home Solutions and Ms. [redacted] consider the complaint resolved.
Initial Consumer Rebuttal /* (3000, 16, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1.2015...I called Columbia Home Solutions due to lack of hot water following the relighting of the water heater due to the gas leak on 01/19/2015. Without my knowledge or permission the valve was turned down to where I received only cold water. When I notified Columbia Home Solutions of the problem I was told the heater was 13 years old and maintenance was refused. I was told gas water heaters only last 8 years. I had hot water prior to their visit on 01/19/2015 when the gas line was shut off and expected to have hot water when it was relit. The hot water should NOT have been turned down to the lowest setting.
2.I had to call repeatedly until someone was sent out "Only to check to see if the water heater is lit". The man who came to check discovered the water heater was turned down to its lowest setting...I was getting only COLD WATER! I have paid over $1,658.46 in twelve years for a water heater that cost $521.23. I am still paying [redacted] $12.12 monthly for a water heater for which maintenance is refused.
3. March 20, 2013 when I received a postcard about the change from Columbia Gas to Columbia Home Solutions "NOTIFICATION TO EXISTING LEASE CUSTOMERS" I called Columbia Home Solutions to end my contract when Home Solutions took over from [redacted] on February 01, 2013. Originally I was told I would own the heater when it was paid off. I was sent my contract which negated that info.
4.I AM CONCERNED THAT MY RIGHTS AS A CONSUMER ARE
NOT BEING MET. I HAVE OVERPAID FOR TWO YEARS
FOR A WATER HEATER THAT IS TOO OLD FOR MAINTEN-
ANCE ACCORDING TO COLUMBIA HOME PRODUCTS. WHEN
I CONTACTED THEM HAVE NOT "CONTINUED TO RECEIVE
THE SAME QUALITY SERVICE YOU HAVE COME TO
EXPECT" FROM THEIR POSTCARD ym40.
5.I DO NOT AGREE to a buyout as I never
received the e-mail about the agreement.
I still am charged for the rental fee each
month by [redacted]
I DO NOT ACCEPT THE RESPONSE FROM THE BUSINESS.
[redacted] 03/05/2015.
Final Business Response /* (4000, 20, 2015/05/11) */
Columbia Home Solutions has previously contacted Ms. [redacted] in regards to her complaint. Ms. [redacted]'s water heater lease was assigned to Columbia Home Solutions in 2013 and she was notified of the assignment. The customer was not entitled to accept or decline the assignment at that time per the terms of her lease. The buyout information was emailed to the customer on 3/5/2015 to [redacted]@msn.com, as she requested. Since the previous conversation, she has not contacted Columbia Home Solutions in regards to her lease. The buyout amount would be $75.00 and we can resend the buyout information at her request. Ms. [redacted] will continue to be billed for the water heater lease until she requests removal or buys out the unit per the terms of her lease. If Ms. [redacted] has additional questions regarding her lease or buyout she may contact us at XXX-XXX-XXXX.


[redacted]
Supervisor
Customer Experience

XXX-XXX-XXXX office
XXX-XXX-XXXX mobile
[redacted]@aglresources.com

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.
I've been contacted regarding my complaint and was sent the necessary forms to start the reimbursement process. I've sent them everything that I was required to send and now I'm waiting for approval. Thank you very much.
Sincerely,
[redacted]

Pivotal Home Solutions has contacted Ms. [redacted] with regards to her complaint.  In September of 2015, 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]) 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.  On November 28th, 2015, Ms. [redacted] called in to cancel her contract stating that she never enrolled in the [redacted] Platinum program.  This left an unpaid balance of $17.25. On January 22nd, 2016, Ms. [redacted] called Pivotal Home Solutions and requested to enroll in the Heating Maintenance plan ($155.40 annually) and schedule furnace maintenance.  A work order was sent to [redacted] Home Services for maintenance but never completed.  Ms. [redacted] then called February 3rd, 2016 and cancelled her Heating Maintenance plan.  The cancellation generated a pro-rated credit of $142.24 leaving a balance due and owing from Ms. [redacted] of $31.25.  We have reviewed all the recorded calls to address Ms. [redacted] concerns.  Pivotal Home Solutions regrets that Ms. [redacted] feels that she had a poor customer service experience. As a good faith gesture, and not as an admission of any liability, Pivotal Home Solutions applied a credit of $31.25 to Ms. [redacted] account to remove the amount due from Ms. [redacted]. Ms. [redacted] and Pivotal Home Solutions considers this complaint resolved.

[redacted] Home Solutions attempted to contact Ms. [redacted] with regards to her complaint, but was unable to reach her.  Ms. [redacted] enrolled in the Gas Line Comfort Guard program 10/22/2012 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.  [redacted] Home Solutions informed Ms. [redacted] of her GLCG contract renewal August 2013, 2014 and 2015 via her [redacted] Gas bill. 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. Ms. [redacted]’s service has already been cancelled and a good will credit of $5.32 was issued to her. [redacted] Home Solutions considers this complaint resolved.If Ms.[redacted] has any questions, she can contact us at [redacted]