Pivotal Home Solutions

Initial Business Response /* (1000, 5, 2014/12/24) */
We believe our advertisement is clear regarding what we cover and we disagree with the customer's characterization of what we do and do not coverOur product is subject to terms and conditions that are provided to the customer upon enrollment
We will not discuss another customer's account with Mr***, and cannot speak to what other competitors offerWe regularly pay claims to both clear clogs and repair breaks to these lines under this productWe consider this complaint resolved because Mr*** has no claim denial of his own to dispute
Mr*** has chosen not to cancel his coverage with us at this timeShould he wish to cancel his coverage in the future, he is free to do soHowever, we are unable to change the terms and conditions of our product for individual customers
To date he has not contacted us to cancel
*** ***
Supervisor
Customer Experience
XXX-XXX-XXXX office
XXX-XXX-XXXX mobile
***@aglresources.com
Initial Consumer Rebuttal /* (3000, 7, 2014/12/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Customer Experience Supervisor ignores the change in their contract and she should be reminded that they DID change the terms of the contract, and the change was recentThey now have a contract that clearly does not cover what I needed it for when I signed up years agoSo, what should I doIf I sue, it would cost a lot of moneyI don't know if a class action would work but, it may be the answerAll I can think of is all the people who signed up for this program and do not know they are not coveredNicor winsA large plumbing company I consulted reminded me that 90% of all sewer calls involve a line break of some kind and this means if someone has this contract, they will not be coveredThe only people covered will be someone who needs a rodding of their lineThis is not how honest businesses operateThey do not want to address the problem that my friend had because it is convenient and they probably think he will go away and not call anymoreHe still has not received anything that they promised to send and it is over a month
Final Business Response /* (4000, 9, 2014/12/29) */
At the heart of Mr***'s complaint seems to be his understanding of a friend's sewer issueBecause we are unable to discuss another customer's account with Mr***, we appear to be at an impasse
We again state that we regularly pay claims to both clear clogs and repair breaks to these lines under this product, and we have not recently decreased any customer's coverage
We have previously discussed the terms and conditions of our product with Mr***, and he has not chosen to cancel his coverage with usIf the product does not provide the kind of coverage Mr*** would like, we recommend Mr*** cancel his coverage as we are unable to change the terms and conditions of our product for individual customers
We consider this complaint resolved because Mr*** has no claim denial of his own to dispute

Columbia Home Solutions has contacted Ms*** in regards to her complaint. We spoke with her December 21st, and explained that she is currently enrolled in the Gas Line Protection plan which costs $per month. There was a misunderstanding of coverage and Ms***
thought she was being charged for a lease agreement. At this time, Ms*** has requested to keep her Gas Line Protection plan active. Columbia Home Solutions and Ms*** consider this complaint resolved

Service Protection Group has contacted Ms*** with regard to her complaintMs*** enrolled in our Heating and Cooling Plan 8/2/to be billed via her utility billOn 8/5/her billing method was changed internally to direct bill due to her utility account number being not found in the
systemMs*** called in to our call center 4/19/requesting that the account be cancelled and we issue her a full refundWe listened to her call on 8/2/and verified her enrollment into the program is validHowever, we do not have record of Ms*** calling in 8/5/to request her account be cancelledOn 7/25/Service Protection Group explained these details to MsJones As a good faith gesture, and not as an admission of liability, Service Protection Group offered a credit of $117.55, to which Ms*** declinedIf Ms*** has any questions or would like to reconsider the offer, she can contact us at ***Service Protection Group considers this complaint closed

*** Home Solutions contacted Mr*** and explained that on 12/22/his lease was cancelled due to delinquency and for that reason we cannot reinstate, rewrite, or remove the water heater, customer owes buyout amount plus arrears which amounts to 1,*** Home Solutions considers
this complaint closed

Pivotal Home Solutions has made several attempts to reach Ms*** *** all of which were unsuccessful. In addition to previous attempts, Pivotal Home Solutions attempted to contact Ms*** on 10/27/and were unable to reach her at that time. Pivotal Home Solutions considers this complaint closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, I believe that Pivotal Home Solutions should review their training of customer service people. This entire matter would have been avoided is the woman I spoke with would have simply acknowledged that the problem might be at their end. Making statement that imply that the customer is the party at fault without research first it just wrong!
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/11) */
*** Home Solutions has contacted Ms*** in regards to her complaintIt was explained to Ms*** that she has a past due balance of $She had a payment of $due 6/22/and we received that payment on 7/18/for $
leaving a balance of $A $late fee was assessed 6/30/and another $payment was due 7/22/Ms*** understands her charges and stated that she will pay the billOn August 5, 2015, *** tried to contact the customer and left a voicemail with an apology to Ms*** Home Solutions and Ms*** consider this complaint resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** *** Thank you for your help!

Complaint: ***
I am rejecting this response because: I have received no email with confirmation of cancellation of my accountsI searched all possible folders of my email account including inbox, spam, promotions, and socialAs with my initial complaint, they claim to take action but do nothingThis is the exact reason I am asking for confirmation of the cancellation
Sincerely,
*** ***

Pivotal Home Solutions received your complaint notification for *** ***Pivotal Home Solutions appreciates the opportunity to address this customer's concernsMs*** stated her complaint is resolved as Mr*** was unaware that she provided her consent for enrollmentPivotal Home
Solutions and *** *** consider this complaint closed

*** Home Solutions had been in contact with Mr*** with regard to his complaintOn December 19,, 2016, Mr*** called into *** Home Solutions and was informed that he needed to send in paperwork from Mr*** stating that his unit was deemed irreparableWe spoke with Mr
*** on January 11, to apologize for the confusion about what paperwork was required and offer him a cash value payment of $based on his plans terms and agreementMr*** accepted and requested that his account be cancelledPer his request, the account has been cancelledMr*** and *** Home Solutions consider this complaint closed

Service Protection Group stands behind our
position that the waterline leak was a pre-existing condition that is a
non-warranty covered repairMrs*** added outside sewer/water line repair
coverage on 6/29/2015; which has a day wait period. On 9/9/she
submitted a claim that there may be a leak in the line. Bolon Plumbing
was contacted and upon the repair stated that the customers interaction was not
and they requested a new full waterline to be installed. They also
requested for a specific directional boring approach to prevent damage to their
yard. Bolon Plumbing was granted approval for a conditional $2,spot
repair but asked to once again touch base with the customer for past knowledge
of their outside waterline leak.The following is the
outcome of the conversation between the service provider and the customer that
this damage is pre-existing and not covered by the claim. Bolon Plumbing
stated that the customer openly admitted that they heard the sound of spraying
water outside the foundation and noted the increase in activity of their sump
pump over the past several months. Bolon Plumbing asked a second time, “
So you knew of this problem for a couple of months?” and the customer responded
“Yes”. The customer then went on to state, “He was sure there was more
than one line leak but was ok with a single spot repair at this time and would
file another repair claim next year to address the others.” Bolon Plumbing’s
statement has been taken as evidence. Service Protection Group believes
that the customer had full knowledge of the pre-existing damage at the time of
enrollment, thus warranty coverage is ineligible for these repairs.In an attempt to resolve Mrs***
complaint we have tried to contact her leaving a voicemail. If Mrs*** has any additional questions,
she can contact us at ***

*** Home Solutions has repeatedly contacted Mrand Mrs*** with regards to this complaint. We spoke with Mrs*** January 18th, and confirmed that we do not have record of her contacting us October 28th, to cancel her account. We are not the utility, and even if she
did contact the utility on October 28th to make changes to her utility account, that would not be reflected in our system as our charges and products are separate. She needed to contact us at the number on her bill. Per her request during that conversation, we did cancel her service contract. We then tried to speak to the customer on several occasions to discuss the billing issues, including a call on January 23rd. We explained we send our charges to the utility to be printed on their bill, and there was a system problem with the charges displaying on this utility bill, but that they had not been overcharged. As a good faith gesture, we offered Mr*** a credit of $to resolve his complaint. He declined, insisted that he was being overcharged, and hung up. We have tried unsuccessfully to reach Mr*** multiple times since this conversation If Mr*** would like to further discuss, or reconsider our offer, he can contact us at ***

We are requesting an extension as we are still working on resolving this complaint with the consumer

Complaint: ***
I am rejecting this response because: I was contacted by a manager *** from Pivotal Home Solutions and I was told that I would be reimbursed with a check for $only if I sign a document that the company mailed meThe document states that the repair was unauthorized and the furnace was deemed irreparableAccording to the document I as a costumer want to discontinue my contract effective immediately and not have insurance anymoreI don't agree with this document and I am not willing to sign something that I don't agree withThe manager also advised me that I should sign the document and it should be also stamped by *** *** which I find ridiculous as I didn't have to do any of that when I was signing for the current contractI also requested that my contract be mailed to me and the manager *** assured me that he had mailed itI never received itThe only thing a received was the document he wanted me to signHe refused to send me the check if I didn't sign the documentTherefore the company is trying to blackmail me to sign something that I don't agree with in order to reimburse meThey also would not provide me with my contract
Sincerely,
*** ***

*** Home Solutions attempted to contact Ms*** with regard to her complaint, but were unable to reach her. We tried to Reach Ms*** unsuccessfully February 13th and 14thEach time leaving a voicemailTo resolve Ms*** complaint, per her request, we have cancelled her
account and as a good will gesture issued a credit of $to zero the balance*** Home Solutions regrets that Ms*** did not receive an excellent customer experience If Ms*** has any questions, she can contact us at *** Home Solutions considers this complaint closed

Initial Business Response /* (1000, 8, 2015/02/24) */
Nicor Home Solutions has received the complaint for Mrand Ms***After reviewing the account, our records indicate that they enrolled via phone in July of Upon enrollment, they would have received a copy of the Terms and
Conditions, including their coverage informationAdditionally, they received renewal notices, on their utility bill, in June of 2009,2010,2011,2012,2013, and As a customer courtesy, since they have not used the program, we offered to reimburse the customer the last months of chargesMr*** declined and stated he just wants the coverage cancelledWe confirmed with Mr*** that the coverage was cancelled on February 14, Mr*** and Nicor Home Solutions consider the complaint resolved

Pivotal Home Solutions has been in contact with Mr*** with regard to his complaint We contacted Mr*** 7/28/to confirm that he indeed was not receiving statements from us and apologize for any inconvenience this has caused himIt was also discussed that the remaining balance of
$on his account would be credited as a gesture of good faith. Mr*** and Pivotal Home Solutions considers this complaint resolved

Initial Business Response /* (1000, 8, 2015/02/17) */
Columbia Home Solutions has received the complaint for Mr***After reviewing the account, our records indicate that Mr*** enrolled in *** *** coverage in March of with *** *** of *** Upon enrollment, Mr***
would have received a copy of the Customer Agreement, including his coverage informationIn February 2013, *** *** *** acquired the contracts from the utility and sent a notification to Mr*** and all other customers informing them of the changeAdditionally, in January of 2015, *** *** *** sent him a notification that his contract price would be changing
Per Mr***'s request, *** *** *** has cancelled his coverage effective February 2, As a customer courtesy, *** *** *** has credited Mr***' account in the amount of $23.88, the annual charges billed for Because the customer did not provide a current phone number with his complaint or when he cancelled services, we were not able to contact him regarding this resolution*** *** *** considers the complaint resolved

Complaint: ***
I am rejecting this response because:The information is not correctMy current lease is for $a month plus taxI do not have a problem with current leaseMy problem
is that on my 8/bill I was charged $for water heaters I contacted CHS different times to ask for the dates for each lease but they never respondedI still believe I was unfairly charged for a full month for two water heaters when I only had water heater in my homeThe old lease was removed on the 16th and the new one installed on that same day.
Sincerely,
*** ***