Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of this company for around twenty years. But their customer service has badly deteriorated. It has been outsourced. A technician was scheduled to come to the house for the annual heating maintenance on 9/27/24 between 2 to 4 pm. Nobody came. I called again, and I was told that the technician would come at 5:15 pm instead. Nobody came. They rescheduled me for Thursday, 10/03/24 between 1 to 5 pm instead. I called back aiming to give specific instructions, but the outsourced customer service told me that the new schedule was not confirmed. What? After voicing my frustrations, I spoke to the customer service on how to improve their services particularly to their senior long-time customers. She hung up on me. Rude, inhumane, unacceptable! On 9/28/2024, I sent an email to the company to cancel my account effective immediately starting, and cancel also the unconfirmed furnaces maintenance service schedule on 10/03/24. I told them to stop sending me my monthly bill of $229.89 starting 10/01/24.I even spoke to a supervisor about this and I told him to send an email acknowledging my decision to cancel my account with them. No email was sent. Today, 10/21/24, I received a bill of $229.89 from Nicor Home Solutions which they rode on to my utility or gas consumption bill of $81.67 from Nicor Gas. I called customer service who transferred me to a supervisor, who shockingly disclosed that no such prior communication from me about the cancellation when I spoke with about 15 different outsourced customer service personnel about this before on separate days and times. What a scam! I spent a lot of my precious time dealing with these people and still this is what I get.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given an appointment for servicing my furnace on the 14th of October 2024. On this day there was no call no show I waited all day for them to come. On the 15th of October, I called to make a complaint and to reschedule. They gave me a new date for the 18. Then on the morning of the 18, they called me at 7:50 to cancel the appointment to reschedule me for November 1, 2024. This is the third time I have stayed home calling off work missing money for my furnace to be serviced. I want to be reimbursed for these three days I have missed my work.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/9/23 and 9/18/23 I had my refrigerator fixed by AAA appliance. I have Nicor Home solutions Warranty. They agreed to let me have my own company fix it and they would reimburse me $400 according my warranty policy. I submitted for my reimbursement with the proper forms and receipt on 1/12/24. I had stated I wanted a direct deposit to my bank account. I did not receive my reimbursement so I called to check. The customer service agent stated that it was deposited in to my account on 2/1/2024. It was not deposited, so the agent said they would escalate the claim to find out what happened. On 8/27 the claim was escalated and I was told I would have a response by 9/3/24. I have not received the response as of 9/4/24 and called again. They stated they do not know and will escalate again. I have called several times prior to the escalation and have gotten several different answers. I have waited on hold for two hours to talk to a supervisor and finally got disconnected. I cannot seem to get an answer about where my reimbursement is. I have contacted customer service several times in the last two weeks and they said the claims department handles it, but there is no number to talk to them directly.

  Customer Answer

  Date: 09/08/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim for reimbursement for my dishwasher. Under my plan, if my dishwasher deemed unrepairable, they would reimburse $400 towards a new one. A service representative from Nicor has told me that my claim was approved but has not issued the refund. I have been waiting for months to receive this and every time I call Nicor Home Solutions to ask about the status, they said it is approved but waiting for a check to reimbursed. I called numerous times to speak to a supervisor and was told that they will call me back, but no one has. Today, when I called again, the representative told me that they cannot issue a $400 reimbursement because I do not have an active plan with them. The plan was cancelled months after my filing of the reimbursement, and I was told that this would not affect my reimbursement. They now said I cannot speak to a supervisor because I do not have an active plan. I tried explaining to the representative that this claim was when I had an active plan and the claim was already approved but he said they cannot do anything about this.

  Business Response

  Date: 09/20/2024

  see attachment 

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/23/2004 I contacted Nicor Pivotal Home Solutions regarding the same issues Ive been experiencing since 4/10/2024. I spoke with someone by the name of ***** who refused to put in a claim for a services to my Home. Im paying for a service that is not being fulfilled. Its been such a struggle to make an appointment for someone to come out and try to fix my appliances. Dispatchers are horrible when it comes to assigning claims. Then the Services that they provide is terrible. The service providers are impossible to get in touch with. Everything I just explained will be in their notes, also in my phone records that I will provide a copy of.

  Business Response

  Date: 05/09/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 23, 2024, correspondence regarding the complaint filed by ***********************.
  
  Upon receiving the above-referenced matter, PHS spoke to ******************* on 5/3/2024 he stated he never had to pay a service call fee before.He also said his toilet was covered when he was enrolled 3 years earlier. PHS informed him he was enrolled in a different program called the preferred home with a separate coverage that covers his fixture including the toilet. *** advised him his most recent enrollment as of 03/07/2024 into the Whole Home Plus does not include repairs to his toilet, the program also includes a service call fee. ************** stated he understood. We PHS encourage ****************** to call with any questions or concerns he may have.
  
  PHS takes all consumer concerns seriously and we regret that this issue caused *********************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration.
  

• Initial Complaint

  Date:04/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Pivotal Home Solutions(Nicor Home Solutions) on January 8, 2024 to cancel the plan I have with them on five different rental properties, the cost was $28.90 each a month for four and one at $33.99. I spoke with their agent *******. I was given a confirmation number for each address as well for the cancellation. I was also told one of my properties was on a different payment cycle, so I would need to pay it, which I did, and it was cancelled afterward. I received statements for each resident stating my account balance is zero and the amount due January 26,2024 is $0.00. However in February I received a statement for the other four properties stating I have an outstanding balance of $45.98 each. I called and spoke with an representative who informs me that I did not cancel my plans timely, because the closing at was 5th and I my contact date was the 8th, so I am responsible for the full monthly charge. I really feel that, because Pivotal Home Solutions issued me a statement with a $00.00 payment due it should be honored regardless of the a two or three day difference of the closing date.

  Business Response

  Date: 05/03/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 20, 2024, correspondence regarding the complaint filed by ***********************.
  
  Upon receiving the above-referenced matter, PHS spoke to *********************** on 05/01/2024 she has several accounts she stated she received a bill for all accounts that had a zero balance. She said she should not have any charges for any of the accounts. *** advised her the charge on her bill was prior to the date she requested to cancel. The bill printed on 01/06/2024 ******************** called in on 01/08/2024 to cancel. PHS issued a one-time courtesy credit with no admission of fault to zero out the balance on all accounts. We PHS encourage *********************** to call with any questions or concerns she may have.
  
  PHS takes all consumer concerns seriously and we regret that this issue caused *********************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 05/03/2024

   
  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

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with Nicor Home Solutions and they get paid every month through my gas bill so I am up to date.I have a service contract that covers a built in microwave. I filed a service claim based on the technician stating the repair was not cost affective. Nicor sent me a packet to fill out and submit for reimbursement; witch i did.I submitted my claim and they rejected it saying it was not covered, it was covered when they sent a technician. I need my check of $400.

  Business Response

  Date: 05/03/2024

  Please see attached. 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21535886
  
  I am rejecting this response because:

  The letter attached to my file states that I had microwave coverage.  They refuse to accept that letter as proof of coverage.

  If you need I can resend.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/30/2024

  I have attached the response for *********************. If you have concerns please contact me. Have a great day.

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm having problems with Nicor they send a letter out stating that my service on my monthly bill was going up but didn't not state how much well my bill went up to about ***** dollars. When I call for repair someone did come out from A&G repair. look at my washer and dryer said I need a motor for both. And told me that the had to order parts for both. They call me back a week later and told me that Nicor is not going to cover all of it . I will have to pay ****** for the dryer. And ****** for the washer. Nicor never told me that I have to pay some of the bill. Never sent a letter stating that thier contract has changed. I Have been with company for years. And never had to pay out of pocket unless my water heater went out to replace it. So I thought the warranty was fixing things around the house that needed to be repaired. Like plumbing, electrical,appliances , stoves. Refrigerator, and more. I am paying close to ****** dollars a month for the house warranty plan.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/22/2023 the repair man can out to repair my refrigerator but it could not be repair therefore I was to be reimburse $400 toward a new refrigerator, I purchase a new refrigerator and sent all the receipts to ************ solutions and have yet to receive a reimbursements from them every time I call they give me a different story about they are handling it but this has been going on since 9/2023 and has not been resolved as of yet now it is 1/11/2024 of a new year's and I keep calling them and they say my receipt has no name it was purchase from best buy, but that should not matter as long as I bought a new refrigerator they should honor their policy and ***** me my reimbursement of $400.00 if you can help I would greatly apricate it. I have attached all my information along with my receipts.Thank you. ************************* ************

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint on behalf of my inlaws as I am an authorized user of the pivotal ********************** account. This has been ongoing since end of April. My in-laws had a service done that did not correct the problem, so they called anther company called rotor rooter. They came out to give them an estimate to actually fix the sewer line issue. My in-laws contacted Pivotal Solutions while the Rotor Rooter guy named **** was there and he spoke to ************ solutions explain the issue, He gave him approval to do the job. It was ****** dollars and now they are saying it wasn't approved. We called to get the phone record of the phone call that gave them approval and they have given us the run around since! It has been ridiculous the amount of time I have been on the phone with them and have gotten nowhere. I just dont know what else to do, you cant even call or speak to corporate office. My inlaws names are ******* and ******************************* and address is ********************************************, phone is ************. My phone is ***********. Thank you for your time

  Business Response

  Date: 01/20/2024

  ************ Solutions (PHS) appreciates the opportunity to respond to your December 29th,2023, correspondence regarding the complaint filed by ***************************************************
  
  Upon receiving the above referenced matter (PHS) has spoken to ********************************* advised she is the daughter in law of the account owner *******************************. We PHS confirmed she was an authorized user on the account. She explained she had sent in reimbursement forms for an outside Sewer Line repair. On 4/17/23 our **************** reviewed and determined the reimbursement was denied. The reason it was denied was due to the repair not being covered (access issue and we did not receive a signed customer acknowledgment waiver). We have reviewed further on the matter, ******************** called on 3/17/23 for a Sewer Line repair. Our provider assisted the customer and determined the issue was not covered (hydro Jetting) and customer was aware of this prior from hiring her own provider to assist. The customer and relatives have call in Multiple time to request reimbursement forms from *************** Agents and wanting to know if the repair would be covered. The Call recordings were reviewed and determined the CSRs did not confirm with customer the repairs would be covered, the customer and relatives were informing the CSRs to email the reimbursement forms because they no longer wanted to work with our initial provider we assigned for the repair on 3/17/23. The customer also did not follow the reimbursement process completed a repair without PHS approval per the reimbursement forms state (Prior to beginning ***********, you or your ******* provider must supply PHS, LLC with a description and pictures of the problem. The ******* providers explanation of why he/she believes excavation is needed must be included.Per-approval by PHS, LLC is required.) as explained this was not followed and the customer decided to complete the repair on their own. PHS terms and conditions page 2 states (All ******* must be authorized in advance. You must utilize an ******************** ******* will not reimburse you for work done by Unauthorized Servicers or for *******s performed without *******s prior authorization. Unauthorized repairs may void this Agreement.) please see attachments. As a courtesy we are willing to refund for the cost of the cleaning preformed per there invoice submitted, the customer will still need to submit the signed acknowledgement waiver to complete reimbursement. We (PHS) encourage ********************************* to contact us with any additional questions or concerns.

  
  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.