Pivotal Home Solutions

Service Protection Group has contacted Mr [redacted] with regards his complaintIt 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 reviewOn March 10, 2016, our Claims department approved the reimbursement for $ Per Mr [redacted] request a check will be processed and mailed Service Protection Group considers this complaint resolvedIf Mr [redacted] has any questions, he can contact us at [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] ***

Nicor Home Solutions contacted Mr [redacted] with regard to his complaintIt 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 obligationsPer his request, Mr [redacted] account has been cancelledNicor 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 experiencesPer 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 valuesAs a goodwill gesture, Mr [redacted] account was credited $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]

[redacted] Home Solutions has contacted Ms [redacted] with regard to her complaintOn May 4, we received reimbursement correspondence from Ms [redacted] ; the reimbursement claim was denied due to her account not being currentMs [redacted] called [redacted] Home Solutions May 6, to confirm that we received the paperwork and was informed that she needed to bring her account currentPer the terms and conditions an account must be current for a reimbursement claim to be processedMs [redacted] paid $and on May 9, her reimbursement was approved for direct depositingHer account was cancelled per her request, November 15, [redacted] Home Solutions does not have any record of Ms [redacted] calling in or faxing in any requests to cancel prior to November 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 reviewShe is responsible for the full balance due on the account [redacted] Home Solutions considers this complaint closed

Complaint: [redacted] I am rejecting this response because: The [redacted] Pivotal Home Solutions answer appears to be an intentional distortion of their handling of my complaint, presumably to dissuade the Revdex.com from making any additional effort to pursue this problem Distortion #1: They appear to profess that they were only notified of this problem by the Revdex.com sometime in MarchIn reality, I contacted them repeatedly from February through March 6, when I finally reached their “account specialist”(calls on February alone, and an additional calls from February until March 6)In fact, their corporate office first contacted me on February Distortion #2: They appear to profess that I told them I did not want to be contacted about this complaintIn reality, what I told them was that I did not want them to waste my time listening to their “account specialist” making empty apologies Distortion #3: They appear to profess that this matter has been resolvedIn reality, when I did finally reach their “account specialist” on my 7th try, she was unwilling to discuss with me the heart of my complaint—their failure to repair my furnace despite hours of promises that someone “was on his way”Instead, she claimed to want to discuss arrangements for having my furnace fixed—days after my original call! I very clearly and repeatedly told her that I did not consider this problem resolved, that I was entirely dissatisfied with her efforts to evade my questionsShe refused to respond Distortion #4: They appear to profess that their “good will” offer of a $refund was declinedIn reality, what I told them was that I did not consider that adequate compensation for the hours they kept me waiting for a non-existent repairman, or for the additional hours of being without a furnace [redacted] Pivotal Home Solutions’ response to my Revdex.com complaint is not what I’d expect of a reputable company Instead, it appears to be consistent with a company whose business practices routinely lead to these kinds of problems, who undoubtedly has countless complaints of this type, and who is unwilling to re-examine their practices in order to correct them Sincerely, [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.

Pivotal Home Solutions has received your complaint notification for Mrs [redacted] ***In September of 2015, Pivotal Home Solutions purchased [redacted] appliance repair and maintenance contracts, including Mrs [redacted] contract A notice of the assignment of the contracts was sent to all customers (including Mrs***) and in that notice, customers were encouraged to call Pivotal Home Solutions with any questions or concerns about their coverageNo changes were made to any of the contracts acquired by Pivotal Home SolutionsMrs [redacted] contract was an HHPP Extended Plan that automatically renews each yearShe never contacted us to cancel the account and utilized the service to repair her furnace February December 22, 2016, Pivotal Home Solutions received correspondence from Mrs [redacted] stating she did not request enrollmentDue to this her account was closedAs a good faith gesture, and not as an admission of any liability, Pivotal Home Solutions credited Mrs [redacted] account to a zero balancePivotal Home Solutions considers this complaint resolved

Initial Business Response / [redacted] (1000, 10, 2015/01/05) */ [redacted] has attempted to contact Ms. [redacted] on 12/8, 12/10, 12/11 and 12/15 in regards to her complaint. We have been unsuccessful in reaching Ms. [redacted] leaving voicemails requesting she contact us back. To date, we have not... heard from Ms. [redacted] Ms. [redacted] was billed her buyout amount of $165.40 twice in error. This was corrected on 9/26/2014 and her balance is currently zero. [redacted] has mailed Ms. [redacted] a bill, as of 12/5/2014, confirming the zero balance. [redacted] considers the complaint resolved.

Initial Business Response / [redacted] (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] .

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

Complaint: [redacted] I am rejecting this response because: I will not accept the company’s response until I see evidence that Columbia Home Solutions actually implemented the policy changes they promisedI hope they actually make these changes, but one telephone conversation is not sufficient to convince me that a company with hundreds of complaints has suddenly seen the error of their ways Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:We have been told this several times by the company and have continued to receive bills for services that were cancelled over a year ago. Because of this, when I was contacted by the company representative two weeks ago about this complaint, I very clearly and specifically asked for a statement to be sent via regular mail or email (which ever was more convenient for them) reiterating that all accounts are closed. They (somewhat angrily) agreed and we still have not received any letter or email. After spending this much time trying to resolve this issue and being told over and over that it is resolved only to find that it is not, I want written proof to refer to when we are sent yet another 'over due' notice. Given what we've been through with these people, my disbelief that they've finally handled this correctly is understandable and I do not think this simple, basic, professional courtesy thing is too much to ask for.I will NOT consider this issue resolved until I have written proof from this company stating that ALL accounts are closed. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/02) */ Nicor Home Solutions appreciates the opportunity to address Mr [redacted] situationMr[redacted] enrolled in the Gas Line Comfort Guard program 03/13/He would have received the terms and conditions about the program at that timeSince then, Mr[redacted] has received monthly charges for the program on his Nicor Gas utility billIn addition to the monthly charges, he has been notified of the program yearly at renewal as wellMr[redacted] received renewal notices of the program in Jan2006, 2007, 2008, 2009, 2010, 2011, 2012, 2013, 2014, and sent on the utility bill and Febvia USPS mailIn 2011, all GLCG customers received a mailing from Nicor Home Solutions about the GLCG program that included the terms and conditions as wellWe found no evidence that the enrollment was not valid and we believe Mrs[redacted] has had sufficient notice about her enrollment and the programAs a good will gesture, we have offered Mr[redacted] a month credit to resolve his complaint At this time Mr[redacted] has decided to do some research and contact us backIf he would like to consider our offer, he can call us at [redacted]

Pivotal Home Solutions has contacted Ms [redacted] with regard to her complaintPivotal Home Solutions spoke with Ms [redacted] February 15, and regrets that she did not receive an excellent customer experience with our service providerAs a goodwill gesture, we applied an one month credit of $and per Ms [redacted] request, we have cancelled her service contract Ms [redacted] and Pivotal Home Solutions consider this complaint resolved

Complaint: [redacted] I am rejecting this response because: I haven't heard from them Ive never seen in 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 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 hours or less and began workIve sent pictures of the damage, not including damage to the interior of my family room or repair for the front lawn replacementThey were professional, competent and I would recommend this company for a very low reasonable cost repair, the courtesy of the 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,to reimburse for the cost of repairs plus the cost for lawn replacement, still unfinished Never in years was I made aware that calling ahead was necessary, not once.Thank you for your help in resolving this claim.Sincerely, [redacted]

Pivotal Home Solutions contacted Ms [redacted] with regard to her complaintPivotal Home Solutions reviewed the balance on her account and recapped her interactions with the call centerMs** was under impression that the first payment made in was for the current contract term of 2016-In Jan of Ms [redacted] upgraded her coverage for unit and the customer service representative explained at that time that she will be billed for the new contract, Pivotal Home Solutions explained now that the account has been written off is because the payment for 2016-was never received for both unit &Pivotal Home Solutions confirmed that her last conversation with our supervisor she had offered to take full payment and reinstate the contract until August of In resolution of Ms [redacted] complaint we offered to do that reinstatement since the situation it stemming from a misunderstandingPivotal Home Solutions has stated our resolution in the response sent to the Revdex.com, we are also sending a letter to Ms**Pivotal Home Solutions considers this complaint closed

Initial Business Response / [redacted] (1000, 8, 2015/07/06) */ Nicor Home Solutions has contacted Mr[redacted] in regards to his complaintWhen we spoke to Mr[redacted] he confirmed all repairs have been completed and a goodwill credit of $(months of service) has been issuedWe also internally reviewed the allegations against our employee supervisor and found them to be unfoundedMr[redacted] and Nicor Home Solutions consider the 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]

[redacted] Home Solutions again attempted to contact Ms [redacted] and were able to speak to her on April 12, with regards to her complaintMs [redacted] enrolled in the Gas Line Comfort Guard program 10/22/and she received the terms and conditions about the Gas Line Comfort Guard program at that timeIn 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, and 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 programMs [redacted] service has already been cancelled per her requestAs 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