Pivotal Home Solutions

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, and via postcard and September 2011, 2009, and via utility bill In 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, and 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]

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

Complaint: [redacted] I am rejecting this response because:I guess you missed the part where I said I was never notifiedI am authorized on the accountThe 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] ***

Initial Business Response / [redacted] (1000, 12, 2015/03/16) */ [redacted] Home Solutions has spoken with Mr[redacted] in regards to his complaint on February 10, Due to a system issue, a collection notice was sent to the customer in error and incorrect billingWe 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, To date we have not received a call back from Mr***In regards to Mr [redacted] stating he cancelled in July of 2014, he contacting [redacted] Home Solutions in August of and stated he did not want to cancel but does not want to continue to have the billing errorSince 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 coverageIf 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

Complaint: [redacted] I am rejecting this response because the business is not being honest about the situation nor are they properly crediting my account I requested to cancel service in October 2016, not December, yet it took months of calling for them to do itThe did credit me for those months but charged me again in DecemberWhich is part of the small amount I am requestingThey also continued to charge me late fees after I cancelled even though I always paid on time - the even admitted that it was their fault but that I had to pay it or my regular had bill would be delinquent, forcing me to pay something I didn't owe even after I no longer had service I talked to others who have the service and they found the same thingThis company has a process in place built on taking money from consumers that they don't owe I was not asking for a large sum of money, nor am I asking for them to pay for all of the hours and hours (in total) of time I had to spend on the phone with them to try and get this resolved, which to date it is not They are an unscrupulous business and even when I have shown them proof of their errors they refuse to acknowledge the issue.I will proceed with legal action, including pursuit of a class actionI am working with the Illinois attorney general on exactly which statutes they have broken Sincerely, [redacted] ***

Nicor Home Solutions spoke with [redacted] in regards to his dryer being deemed irreparable and explained that we would offer a reimbursement up to $ [redacted] expressed that he would not accept $and wanted his dryer repaired or the full value of his dryer As a gesture of good will; we offered a one-time reimbursement of $1,for the replacement of his dryer [redacted] accepted the offer and considers this complaint resolved

Service Protection Group has contacted Ms [redacted] with regard to her complaintMs [redacted] enrolled in the ApplianceCare Basic, Gas Line Protection, Electric Line Basic and Inside Water/Drain Line plans February 21, Her terms and conditions about the program were emailed to her February 25, On December 28, 2016, we informed Ms [redacted] that we do not have record of receiving paymentsMs [redacted] bank was supposed to fax over documentation per a telephone conversation on November 4, To date, Service Protection Group has not received this documentationMs [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 again attempted to contact Ms [redacted] and were able to speak to her on March 1, in regards to her complaint Ms [redacted] enrolled in the [redacted] program 7/21/via a [redacted] Gas agent She would have received the terms and conditions about the program at that timeIn addition to monthly charges, she was notified of the program yearly at renewal as well In 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 via her [redacted] Gas bill and June 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 $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

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 spoke with Mrs [redacted] *n regards to her complaint It was explained that Center Guard provided visual evidence of her outside sewer line being sheared off at the foundation wall and that there is no outside clean-out available This repair is not covered per the terms and conditions Mrs [redacted] will be reimbursed $and her account cancelled per her request Nicor Home Solutions and Mrs [redacted] considers this complaint resolved

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 UnitThe 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 $Ms [redacted] and Pivotal Home Solutions considers this complaint closed

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 renewedPer Ms [redacted] ‘s request, her account has been closed As a good will gesture, Pivotal Home Solutions applied a credit of $to zero the balanceMs [redacted] and Pivotal Home Solutions consider this complaint resolved

Vectren Home Solutions received your complaint notification with regard to Angeline Fleurozil [redacted] enrolled with Vectren Home Solutions on February 1st,in the Gas Line Protection Plan, Electric Line Protection Plan, Inside Water Line, Surge Protection Plan , and Media Line Protection in the amount of $On March 13th, an unauthorized user called to cancel services, unfortunately since the caller was not authorized services were not cancelled; this was explained to [redacted] when she called in and cancelled her services on May 22nd On May 24th, [redacted] provided [redacted] with authorization to speak on her behalfVectren Home Solutions decided as a goodwill gesture to provide [redacted] with a refund in the amount of Vectren Home Solutions considers this matter resolved

Pivotal Home Solutions received the complaint notification for Ms***Pivotal Home Solutions reviewed Ms [redacted] account to ensure that all billing was consistent with the billing expectations set for Ms***Pivotal Home Solutions found all charges assessed thus far are correctMs [redacted] currently is leasing our gallon chimney vent at a monthly amount of $plus tax per monthHowever previously your monthly amount was $plus taxYou were not double billed at different pricing according to our recordsPivotal Home Solutions considers this complaint closed

Initial Business Response / [redacted] (1000, 6, 2015/08/28) */ Whomever this may concern, We are writing to inform you that we will require more time to review this complaintWe are in contact with the customer and should have resolution soon Sincerely, Home Solutions Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) My last contact with them did result in a disconnect as they failed to provide any meaningful resolution as I had asked for in this complaintThey provided the same answer which they stated aboveI would like to see the Revdex.com intervene and mitigate this complaint properly rather than let Pivital keep providing textbook responsesAgain, I asked for a reinstatement of the lease (removing the buyout amount from the account) or come remove the heater and zero out the account balance I find it hard to believe that neither of these can be done and consider what they are doing as predatory lending$for a heater which typically costs less than $retail, even tacking on installtion, would not amount to the amount they consider to the "buyout" Final Business Response / [redacted] (4000, 13, 2015/09/04) */ Pivotal Home Solutions has contacted Mr[redacted] in regards to his complaintIt was explained to Mr[redacted] that several past due notices were sent and once the account became seriously delinquent it was closedHe made a payment 6/29/for $after the account was closed on 6/23/Per Lease Agreement Section Early Termination and Default, once an account is closed due to delinquency, the lease agreement is terminated and the customer is billed the buyoutPivotal Home Solutions will not reinstate Mr[redacted] 's lease agreement and he is responsible for the buyout charges and any arrears on the accountOur last contact with Mr[redacted] was 8/19/2015, in which he disconnected the callPivotal Home Solutions considers this matter resolvedIf Mr[redacted] has any questions, he can contact us at XXX-XXX-XXXX

Service Protection Group has received your notice with regard to Mr [redacted] complaint Mr [redacted] Complete Line contract started April 19,with a day wait period per the terms and conditionsWe spoke with Mr [redacted] May 5, 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 conditionPer his request, Mr [redacted] has cancelled his accountService Protection Group 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]

Nicor Home Solutions received your complaint notification for Mr [redacted] ***Nicor Home Solutions contacted Mr***s on July 14th, 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 conditionsOn July 26th, Nicor Home Solutions informed Mr***s that his reimbursement for the amount of $Nicor 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, 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 conditionsOn July 26th, Nicor Home Solutions informed Mr [redacted] that his reimbursement for the amount of $Nicor Home Solutions considers this complaint closed

Initial Business Response / [redacted] (1000, 10, 2015/03/20) */ [redacted] has contacted Ms [redacted] in regards to her complaintWe 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 This coverage is billed directly to Ms***, annually, in the amount of $annuallyPer Ms***'s request on 3/14/2015, her services have been cancelledSince 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 acceptedMs [redacted] and [redacted] consider the complaint resolved