Pivotal Home Solutions

Pivotal Home Solutions has received your complaint notification for Mrs*** ***In September of 2015, Pivotal Home Solutions purchased *** appliance repair and maintenance contracts, including Mrs*** 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 coverageMrs*** contract was cancelled November and a prorated credit of $was issuedIn March 2016, Pivotal Home Solutions received a letter from Mrs*** describing her experience with NSTAR, *** and Pivotal Home SolutionsAs we cannot attest to her experience with NSTAR and ***, Pivotal Home Solutions did try to contact Mrs*** multiple times to discuss her account. As a good faith gesture, and not as an admission of any liability, Pivotal Home Solutions applied a credit of $to Mrs*** account to remove the amount due. Pivotal Home Solutions considers this complaint resolved

Initial Business Response /* (1000, 6, 2015/08/17) */
Nicor Home Solutions has contacted Mr*** in regards to his complaintWe have also contacted the service provider,*** Plumbing, who provided us with a detailed explanation*** Plumbing determined that Mr***'s sewer
line blockage is an inside lateral branch drain line tied into the homes injector pump pitPer the terms and conditions of our warranty plan, this type of line blockage is not coveredWe understand the customer is concerned that a camera was not used, but a camera is not used during every service*** Plumbing decided it was not necessary to use a camera during this jobWhile we do clear blockages and repair sewer lines for customers on a regular basis, we understand Mr*** was disappointed his issue was not covered per the terms of our programPer Mr***'s request, his coverage has cancelledNicor Home Solutions considers this complaint resolvedIf Mr*** has any questions, he can contact us at XXX-XXX-XXXX

Pivotal Home Solutions sent a copy of your cancellation confirmation via email to address ***@gmail.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10955089, and find that this resolution is satisfactory to me
Sincerely,
Anita ***

Complaint: ***
I am rejecting this response because: At this time I am asking Pivotal Home Solutions for dollars plus the 2year good faith offerI have been in contact with *** *** office, and willeither seek legal action with them or on my own *** ***

*** Home Solutions received your complaint notification for Sue Nissman*** Home Solutions attempted to reach customer on 3/5/and 3/6/regarding complaint on 3/7/*** Home Solutions was able to speak with MrsNissman regarding her complaint which at that point customer
was extremely upset and stated numerous times not to reach anymoreOut of courtesy we have issued a onetime good will credit of to clear customers account to a zero balance in an attempt to resolve customer’s complaint but customer declined *** Home Solutions has attempted to assist in resolving the customer’s complaint numerous times but customer has requested numerous times not to reach her*** Home Solutions Considers this complaint closed

Nicor Home Solutions has contacted Ms*** with regards to her complaint. Her furnace was last repaired by Nicor Home Solutions November 28, 2015. Ms*** requested a cancellation of her service plan with us that day, and the service plan terminated on December 24,
During the November repair, Ms*** was required to pay for the portion of the repair that exceeded her service plan limit of $per incidentWhen Ms*** called Nicor Home Solutions March 8, 2016, to report that her furnace was not working again. This call was well past her service plan termination, and well past the 30-day warranty provided for repair work. In fact, it was more than days since we had performed any work on her furnace. It has been explained to Ms*** that due to her warranty being canceled and her previous repair being made outside the 30-day warranty period; we are unable to cover this repairIf Ms*** has any questions, she can contact us at *** Nicor Home Solutions considers this complaint resolved

Pivotal Home Solutions has contacted Mr*** in regards to his complaint. We have apologized for the wait he 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 also addressed the concern of our service provider, Martel HVAC, not communicating with MrSterverman. Per Mr*** request, repair coverage has been cancelled effective 11/13/2015. Mr*** and Pivotal Home Solutions considers this complaint resolved

Pivotal Home Solutions received your complaint notification for Ms***Pivotal Home Solutions made contact with Gina ***.We xplained request for enrollment card is in process and is expected next week WednesdayGina *** receptive and approved a callback

Initial Business Response /* (1000, 8, 2015/08/03) */
On July 2, we spoke with Mrs*** and explained the coverage she had and why she is not entitled to a reimbursement for her washing machineThe customer stated that she understoodAt Mrs***'s request, the coverage has been
cancelledAfter receiving this complaint, we contacted the customer again and she understands why she is not entitled to a reimbursementMrs*** and *** Home Solutions consider this matter resolved
Initial Consumer Rebuttal /* (3000, 10, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mrs*** (My Wife) and I at no time statesd we understand why we were not receiving a $dollar reimbursementWe were told and sent the proper documentation to file for the $dollar reimbursementWe were also told to send the reciepts for the washer we purchaced along with the repair Company's diagnosisWe filled out all of the necessary documents and sent in everything that was requestedIf they would have told us they would only cover a dollar amount for the repair, we would not have went out and bought a new WasherWhy would they send the paperwork for reimbursement if it was not covered? At no time did they give us any indication that it was not going to be covered or we would not have purchaced a new washer and submitted the documents they told us tooWhen *** had the service, we never had any propblems when we needed helpNow, when it was time to take advantage of the program, they misinformed us and deniedThey also, did not note the date and time I *** E*** called and spoke to a Manager and stated I would be sending a complaint to the Revdex.comThey could not answer why we were sent the documents and/or told to send the documents they requestedThey are correct we cancelled service but, we still would likje the $we were told we would recieve towards the Washer we purchased
Final Business Response /* (4000, 12, 2015/08/14) */
*** Home Solutions has contacted Mr*** in regards to his complaintEven though the customer was not entitled to a reimbursement through our program, we have agreed to reimburse them $towards the cost of their new appliance as a good will gesture to resolve this complaintThe funds are being processed*** Home solutions and Mr*** consider this complaint resolved
Final Consumer Response /* (2000, 14, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We feel they now are fulfilling their promise to us as a consumerWe have been contacted and we're promised our $refundIf we do not receive it we will reopen the claim

This company caused me a great deal of confusion, stress, time wasted and misinformation not to mention the techs that either canceled or came to my home providing falsified informationI want a credit that is substantial for the great inconvenience they caused me Tell us why here

*** Home Solutions received your complaint notification for *** *** *** *** Home Solutions cancelled Ms*** account at her request on May 1st, 2017.*** Home Solutions applied a credit in the amount of $as a goodwill gesture for the final charge assessed*** Home
Solutions considers the complaint closed

Complaint: ***
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 meI will not consider the case closed until I receive the check
Sincerely,
*** ***

Pivotal Home Solutions has received your complaint notification for Ms*** ***In September of 2015, Pivotal Home Solutions purchased *** appliance repair and maintenance contracts, including Ms*** contract. A notice of the assignment of the
contracts was sent to all customers (including Ms***) and in that notice, customers were encouraged to call Pivotal Home Solutions with any questions or concerns about their coverageMs*** contract was cancelled December and a prorated credit of $was issuedIn January 2017, Pivotal Home Solutions received correspondence from Ms*** stating that she did not sign up with Pivotal Home SolutionsPivotal Home Solutions contacted Ms*** February 1, to discuss her account and apologize for the poor customer service she experienced. As a good faith gesture, and not as an admission of any liability, Pivotal Home Solutions applied a credit of $to Ms*** account to remove the amount due. Pivotal Home Solutions and Ms*** consider this complaint resolved

*** Home Solutions received your complaint notification for Mr*** complaintAccording to our records we provided reimbursement to Mr*** for the purchase of his new replacement A/C unit on 09/19/2017.We are unable to provide any additional credits*** Home Solutions apologizes for any inconvenience that may have been caused. *** Home Solutions considers this complaint closed

*** *** and I spoke on 3/14/to discuss her concernsBased on her feedback, we are taking action to ensure this does not happen with other customersWe reached out to our providers to confirm hours of operation and updated our system of record accordinglyWe have also coached all employees involved to ensure proper expectations are set and followed*** *** confirmed these were acceptable action items, so we consider this matter resolvedThank you,*** ***

Pivotal Home Solutions has received Ms*** complaintMs*** requested that she no longer receive any promotional mailing from Pivotal Home SolutionsAs of September 18, 2016, Ms*** was placed on our Do Not Send Marketing by Mail listWe regret that Ms*** has received
additional mailings and have updated her information on our Do Not Send Marketing by Mail listIf Ms*** has any questions, she can contact us at ***. Pivotal Home Solutions considers this complaint closed

*** Home Solutions has contacted *** *** in regards
to his complaint. *** *** stated that he was given conflicting
information about what was coveredIt was explained to *** *** that based
on the visual evidence provided by *** *** the suggested work is not a
covered
repair based on the terms and conditions of our program
Per *** ***’s request, his account has been closed. We
have issued a good-will credit of $to *** *** *** and *** Home Solutions consider this
complaint resolved

*** Home Solutions spoke with *** *** to address his complaintIt was explained to *** *** that the denial of his claim still stands due to the surge protection plan not covering the well pump being on the outside of his homeThe well pump is located in the front yard of the home and
is hardwired to the electrical in the home as confirmed by *** *** in a conversation on September 14, We have listened to the original sales call from 1/2/and confirmed that *** *** was not misinformed of the coverage being offered
*** Home Solutions considers this complaint resolvedIf *** *** has any questions, he can contact us at ***

Initial Business Response /* (1000, 5, 2015/04/23) */
Our records indicate that on March 20th we received a service request from *** *** regarding electrical switches and breakers not workingThe contractor it was assigned to was ** electricWhen a claim is set up the contractor will call
the customer to schedule an appointmentWith the total care package there is a trip charge of $during regular business hours and $for nights, weekend and holidaysThe contractor advised us after doing the diagnostic that the customer had overloaded the circuit and the breaker had to be resetShortly after the contractor left, Mr*** contacted us back and stated he was having the same issueHe had requested a different company come out to diagnose the issue and it was done during regular business hours and the customer paid the $trip chargeWe have received a complaint from *** *** on April 8th regarding the service that was performed and addressed his concernsAs a courtesy we provided a $credit to his account, which was what he had paid for both service calls*** *** accepted the resolution and stated his concerns were resolved
Initial Consumer Rebuttal /* (2000, 7, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel the end result was fairThe main problem was that as soon as they left everything they did went right back to the way it was beforeI don't know how I overloaded a circuit?? I have had the same appliances, lamps, etcfor years and have not installed anything new that would overload the circuit