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Complaint Details
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Initial Complaint
12/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took out a warranty account with them and they are not standing up to it
Business response
01/04/2022
Extra Service Protection (ESP)appreciates the opportunity to respond to your December 29, 2021,correspondence regarding the complaint filed by **************** on behalf of ***** *****.
Upon receiving the above referenced matter ESP has spoken to Mr. ***** and advised him after speaking to the provider T&J Plumbing based on the proposal, we would pay for the repairs that are covered under his warranty program, the repairs that are not covered under his warranty plan would have to paid by COD.Mr. ***** understands.ESP takes all consumer complaints seriously and we regret that this issue caused **************** on behalf of ***** ***** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every claim I did was never covered and was *************** into purchasing false coverageBusiness response
12/21/2021
Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your December 16, 2021,correspondence regarding the complaint filed by ***********************************.
Upon receiving the above referenced matter PHS has spoken to ************************ and he expressed his concern regarding his plumbing repair. PHS advised him per the Terms and conditions of his warranty plan repairs that are not up to code are not covered.At the customer request PHS cancelled the service agreement on December 15, 2021, the balance on the account was the balance owed prior to the cancellation.As a courtesy and not an admission of fault PHS issued a onetime good will credit to settle the dispute.PHS takes all consumer complaints seriously and we regret that this issue caused *********************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Initial Complaint
11/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I tried calling them several times during regular working hours, Monday through Friday, but nobody will answer. I tried to e-mail them about a service request, but they wont answer. The best solution is for them to contact me, and resolve my Appliance issuesBusiness response
11/29/2021
Pivotal Home Solutions (PHS) received a complaint for *********************** on November 20, 2021 regarding his inability to reach an agent to schedule needed service.
PHS attempted to reach ************ on November 22nd,23rd and 24th with no success. ************ subsequently called in to the ***************** number, spoke to an agent and opened those service requests.
PHS takes all consumer complaints seriously and we regret that this issue caused *********************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.Customer response
12/01/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
11/18/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In August, 2021 I signed an agreement with Nicor Solutions for service and maintenance for my gas line, air conditioner and water heater. On October 11, 2021 I wrote to Nicor Solutions to request cancellation of all my services. I received a Cancellation Notice with an effective date of November 9, 2021 and a confirmation number of *******. This should have been effective much sooner. My complaint is about the continuous billing and past due notices I am receiving from this company. I have received two bills, the first for ***** and the second, a past due notice for 103.60.I called to explain that I don't owe them anything due to the cancellation I requested in October. I was told that, despite my cancellation, I still owed the total amount! Since I do not owe these bills, I am also concerned that this company will harm my credit report.Business response
11/22/2021
Nicor Home Solutions (***)appreciates the opportunity to respond to your November 18, 2021,correspondence regarding the complaint filed by ***********************************.
Upon receiving the above referenced matter *** spoke to Ms. ******** and advised her she cancelled the warranty plan on October 14, 2021, and the balance on the account was the balance at the time of cancel. *** advised her a **** printed September 9th and October 9th. Prior to the cancellation.*** as a courtesy and no admission of fault issued a one-time good will credit for the month of October.*** takes all consumer complaints seriously and we regret that this issue caused *********************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Customer response
11/28/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
11/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Nicor Solutions (some warranty company) enrolled me without my consent and I have been paying for several years with no knowledge. Its included on my **** as additional products. When this situation was noticed during the summer, I contacted the company and explained I never requested their service and cancel. Fast forward today, I received a demand letter and further action taken if I didnt respond. I have called on several occasions with no resolution. This company is robbing me and Im due reimbursement. My place of residence is rental therefore no need for their assistance.Business response
11/22/2021
Nicor Home Solutions (***)appreciates the opportunity to respond to your November 17, 2021,correspondence regarding the complaint filed by *****************************.
Upon receiving the above referenced matter *** spoke to ****************** and as a courtesy and no admission of fault offered to refund the last 3 years of the warranty in the amount of $214.20. ****************** has agreed to accept this refund to resolve this issue.*** takes all consumer complaints seriously and we regret that this issue caused ***************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Initial Complaint
11/09/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been a customer of *********************************************/********************** for years. This year the level of customer service has declined to the point of our paying something for nothing, but missed appointments, unanswered calls, excuses and run around conversations that put the blame on us the consumer. I was finally able to get through regarding a missed appointment and requested to cancel the service completely to ensure the monthly charge would no longer be tacked on to my Nicor gas ****. Days later I received a mailing advising that the service termination could not take place for another month and that I could still receive a service call until the 11/19/21. Since I'm still paying I called Nicor Solutions again to schedule one last service call before termination. The agent informed me that the missed appointment unbeknownst to me, had been assigned to a third party vendor they contracted and that they should have contacted me, but since they had not I should contact them to see if I could get an appointment!! I know nothing about who or when Nicor Solutions contracts with third party vendors to do their work, nor do I find this to be my responsibility. If I wanted to deal with a private company I can certainly do that and would not need Nicor Solutions. Tired of the bate and switch. I am requesting a credit for the monthly services for 10/2021 and 11/202, $45.90 per month a total of ***** be credited back to my Nicor account or mailed to me by check.Business response
11/12/2021
Pivotal Home Solutions (PHS) received a complaint for Collar ***** on November 10, 2021 regarding requested service for his furnace.
PHS spoke to Mrs. ***************************** on November 11, 2021 and addressed all of her issues and concerns. PHS further issued the two month courtesy credit Mr. and *************** requested as a good will gesture.
PHS takes all consumer complaints seriously and we regret that this issue caused Collar ***** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.Customer response
11/16/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Collar *****Initial Complaint
11/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 11/30/20 I was provided vial email documentation regarding a microwave oven that I have been paying maintenance on per my plan. I was informed that Pivotal Home Solutions had no approved vendors and my unit was working at less than 50%. I was able to obtain the same type and model of the microwave and it was obtained on 8/24/21 and installed on 8/26/21. I submitted the microwave receipt and the installation ****. All paperwork was submitted to Pivotal Home Solutions on 9/27/21. I received no follow up or reimbursement. I followed up with Pivotal Home Solutions on 10/27/21 after being on hold for 1.5 hours. I spoke to a supervisor by the name of ****** who stated she would get back in touch with me. I have not had any return follow up either by phone or mail. I am requesting, per my contract, retroactive reimbursement on the portion of maintenance I have been paying for to include my time and materials in obtaining service which is something that Pivotal Home Solutions should be providing. I pay my monthly bills on time, all the time and expect similar professional service. I can provide all documentation on this issue.Business response
11/11/2021
Nicor Home Solutions ***** appreciates the opportunity to respond to your November 7, 2021, correspondence regarding the complaint filed by *********************.
Upon receiving the above referenced matter *** have spoken to ************** and advised her that while we generally do not cover countertop microwaves, we have advised ************** that we will honor the request for reimbursement as a onetime courtesy. *** advised ************** due to countertop microwaves not being a covered item we would not complete any future repairs on the unit. ************** understands.
PHS takes all consumer complaints seriously and we regret that this issue caused ******************* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.Customer response
11/16/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
************************Initial Complaint
11/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I've been with the company for about 5 years now. Lately you are not able to contact them via telephone to setup appointments. I had to wait 2hrs on the phone for someone to pick up. I had a repair performed on my furnace and it required a part. twice I contacted them about my part after waiting 2hrs for someone to pick up. They kept telling me someone would contact you when the part came in. 2 weeks later I called again waiting 1.5 hrs on the phone, then they were able to schedule the return visit to repair my furnace. No one ever called to let me know the part came in. Everyone I talk to who has this service can never get through. I understand they are short manned, but this is ridiculous. If I had to schedule emergency service, I wouldn't be able to get through to someone to schedule emergency service. This is ridiculous and not worth the money I am paying each month. I called their complaint number and you have to leave a message with them as well.Business response
11/10/2021
Pivotal Home Solutions (PHS) received a complaint for ********************* on November 4, ************************************ getting through to a customer care agent.
PHS spoke to ************** on November 8, 2021 and addressed all of her issues and concerns. PHS further issued a courtesy credit of one months charges as a good will gesture.
PHS takes all consumer complaints seriously and we regret that this issue caused ********************* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.Initial Complaint
11/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I do not know when or how we were enrolled for Nicor Home Solutions, but we do not want this service, we understand that we will then be responsible for repairs.Business response
11/03/2021
Nicor Home Solutions (NHS)received a complaint for *********************** (customer) on November 01, ************** reimbursement.
NHS spoke to ************ on November 01, 2021 and advised her the account has been cancelled at her request and a good will credit with no admission of fault has been issued to zero out the balance on the account. ************ understands.NHS takes all consumer complaints seriously and we regret that this issue caused *********************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Initial Complaint
10/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company is refusing to pay legitimate claims under their home warranty program. They simply say you have to send the form, even though I have, then they say you have to provide a receipt, I have, then they say it needs a description, it has a description, then they simply do not respond at all. This company used to be good. This repair was pre-approved by them. They did not have anyone available so told us to get our own repair company and send the **** and form. We did that as we have many times in the past. They literally tell me to send it and I do and they literally say I didn't even though it is staring at them via email. When called out they just stopped responding. They bought this company from another, and since that time you could just describe this as one big scam.Business response
11/05/2021
Pivotal Home Solutions (PHS) received a complaint from ***************************** on behalf of ************************* on October 29, 2021 regarding a reimbursement.
PHS spoke to ************************* on November 4, 2021 and explained what is still needed by PHS for her claim to be processed as well as sent her the form that she needs to submit to PHS with her documentation. Our ***************** will review and reopen Ms. ******* claim at that time. PHS is working with **************** to resolve her issue.
PHS takes all consumer complaints seriously and we regret that this issue caused ***************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
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Customer Complaints Summary
350 total complaints in the last 3 years.
110 complaints closed in the last 12 months.