Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday, January 26, I had trouble with my furnace. It immediately recycled on after the previous cycling, and was not delivering proper heat to the house. I have a contract with Nicor Home Solutions, which provides for a technician to come out and fix the problem. When I called, I was asked if I was elderly and if this was an emergency. I said I was a senior citizen and yes, it was an emergency. I was told he could send out a technician the next day. I asked to speak to a supervisor. He said one would call me back in thirty minutes. No one called me back. I called another company who came out within the hour and fixed the problem. It cost me $386.00. The next day, when I called Nicor Home Solutions, I was told that they would not reimburse me because I didnt have pre authorization from them.

  

  Business response

  02/07/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 27, 2025,correspondence regarding the complaint filed by ******** ****** on behalf of ******* ******.
  
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. ****** regarding her regarding her request for a service repair to her furnace on 01/26/2025. *** provided the earliest appointment which was 01/27/2025. Ms. ****** contacted a local provider who had same day availability to complete the repair. Ms. ****** request to be reimbursed for the cost of the repair of her furnace. PHS mailed her reimbursement forms on 02/05/2025 and asked that she return the forms along with the invoice for the repair. The ***************** will continue to work with Ms. ****** to get her reimbursed for her repair once the documents are received. The warranty plan has been cancelled at the customer request on 01/27/2025. We (PHS) encourage Ms. ****** to contact us with any additional questions or concerns
  
  
  (PHS) 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.
  
  

  Customer response

  02/10/2025

   
  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.
  I will await the total amount of the reimbursement as promised. Otherwise, I will contact you again.

  Thank you for your help in this matter.
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/23/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently moved and received a paper bill from *********. I noticed a charge of $18.48 for Pivotal Home Solutions. I didnt sign up for this service. I dug a little further and in addition I have been paying for this service since 2011! I didnt enroll in this service. I want a refund from 2011 until December 2024. How were they able to do this? I had no idea this was even possible!! I am very upset that they have chosen how I spend my money. Appreciate any help. Thank you.

  

  Business response

  02/07/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 23, 2025,correspondence regarding the complaint filed by ******* ******.
  
  Upon receiving the above referenced matter (PHS) after review of the account Ms. ****** was enrolled in the Gas Line and Electric Line Protection programs. (PHS) confirmed that enrollment was submitted on July 29, 2015, at the time the *********** was enrolled. Our records indicate that terms and conditions were sent on July *******. Renewal notices were sent from 2016 to 2024. The customer was also notified of any price increases prior to the changes in August 2018, December 2022,December 2023 and December 2024. There is no indication that the enrollment is invalid, and (PHS) has made every effort to inform customers of any contract changes. (PHS) has done its due diligence to inform the customer of enrollment the charge being visible on the utility gas bill shown as (optional service non-utility). *** spoke to Ms. ****** and as a courtesy offered reimbursement for the service. This refund is not an admission of fault but rather in goodwill and an attempt to resolve her dispute. 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.
  
  

  Customer response

  02/10/2025

   
  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

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They never answer calls for repairs, the hold time on the phone was an hour. Inappropriate behavior laughing on phone when talking to customers. I canceled my services and I have yet to receive a email with my cancellation. I want my refund from this month of what they charged me.

  

  Business response

  02/03/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your correspondence regarding the complaint filed by ****** *****.

  
  (PHS)  Confirmed Contract  was cancelled and the customers request  on 1/22/25 and is scheduled to be fully deactivated upon the next meter reading 2/12/2025  as a courtesy  a credit was issued to Zero out the final charge and  a refund for the last month paid has been issued and expected to be received  within 2  to 3 weeks (PHS) encourages ****** ***** 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.

  Customer response

  02/03/2025

   
  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

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Home furnace warranty issue. Furnace failed during early morning hours on 1/20/25. Attempted to place a warranty request around 1:00 A.M., operator unable to set up claim due to system issues and advised to call at 8:00. Note temps were below 0 F. Called in again around 8:A.M, was told they would not be out until the following day between 1 and 5 P.M. No contact regarding service window from serv ice vendor or On Course. Called in again on 1/21 around 4:45 P.M. Operator checked on appointment and provided a phone number and vendor name to contact and stated I would be contacted soon. Called number. Number invalid. Called back to On Course and after much time was told 1 to 5 P.M. on 1/22/25 for service. I explained that the cold was dangerous and that I was told this would be treated as an emergency priority. Operator unable to get dispatch to escalate. Asked for supervisor-none available. She forwarded my contact info to escalation **** for them to contact me. No contact from them to date. I just want my furnace repaired. This used to be Pivotal Home Solutions.

  

  Business response

  02/03/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your correspondence regarding the complaint filed by *** ****** on behalf of ****** ******.

  
  Mr. ****** contacted PHS on January 21, 2025, to initiate a claim. *** scheduled a provider visit for January 22, 2025,during which it was determined that the unit, installed in 1996, was deemed unrepairable and unsafe for use. The specific issues identified included a malfunctioning draft motor and overall poor condition. Due to the age of the unit, there is an increased risk of carbon monoxide leak. According to ***'s terms and conditions, the customer is not eligible for replacement coverage as their current plan, Heating Basic, only covers repairs and does not include replacement.   (PHS) encourages *** ****** 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.

  Customer response

  02/03/2025

   
  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

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon reviewing our utility we found we were being charged for something called Oncourse. We never signed up or contracted with this company. Found out that previous utility company had a corporate account with them and they just chose to charge new utility company without contacting us. Since 2015 been billed for a service fraudulently and when we called to get our money back was given run around. 2 months of calling and all we get is.... someone will call you in 7 to 10 days. Fraud, thievery and negligence. 

  

  Business response

  01/31/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your correspondence regarding the complaint filed by ******* ****** on behalf of **** ******.

  
  (PHS) confirmed that enrollment was submitted on July 9, 2015, at the time the *********** was enrolled. Our records indicate that terms and conditions were sent annually in July from 2016 to 2024.Customers were also notified of any price increases prior to the changes in December 2019 and December 2023. There is no indication that the enrollment is invalid, and (PHS) has made every effort to inform customers of any contract changes. As a courtesy, PHS) has offered a reimbursement for the last year of service. At the customers request, the contract was canceled on October 7, 2024.

  
   (PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** on behalf of **** ******. 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

  02/03/2025

   
  Complaint: 22821744
  
  I am rejecting this response because: once again, we never signed up for this service.  Even current utility had zero idea what this company was and we had to look up on internet.  
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/04/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your correspondence regarding the complaint filed by ******* ****** on behalf of **** ******.
  
  (PHS) confirmed that enrollment was submitted on July 9, 2015, at the time the *********** was enrolled. Our records indicate that terms and conditions were sent annually in July from 2016 to 2024. Customers were also notified of any price increases prior to the changes in December 2019 and December 2023.There is no indication that the enrollment is invalid, and (PHS) has made every effort to inform customers of any contract changes. (PHS) has done its due diligence to inform the customer of enrollment by price change notifications and being visible on the utility gas bill shown as (optional service non-utility). PHS contacted Mr. ****** and as a courtesy offered reimbursement for the last 3 years of service. This credit is not an admission of fault but rather in goodwill and an attempt to resolve his dispute. Mr. ****** declined the offer and hung up. At the customers request, the contract was canceled on October 7, 2024.
  
   (PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** on behalf of **** ******. 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

  02/04/2025

   
  Complaint: 22821744
  
  I am rejecting this response because: once again.  We never signed up for this service

    In fact during last conversation you had with husband your company stated that he had to have called to enroll.  Previous call that your company apparently did not log he was told that it had transferred from a c0rporate account from previous utility.  Please provide documents *** proof of our enrollment at any point or signed approval from us that we had accepted this service.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/13/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  9/4/19 - Automatic Water Heater (***) leasing (5 year) 67 month x $20.19 = paid a Total $1.353 10/19/24 (5 year) Automatic Water Heater (***) broke down! notified company signed papers & cancelled leasing. It is my understanding $1,353 covered the total cost of the *** rental 11/5/24 got final bill for $810 including interests. I requested a breakdown of the bill. Called the company, 'American Home Solutions' several times and could not get an answer! emailed the president of the company and someone called me but unfortunately I was unable to answer the phone. 12/18/24 last time I emailed the president, but no answer so far. January 5/24 got last bill for $840 including taxes. I have requested a 'breakdown of the bill' in order for me to pay it, but they have totally ignored me. 

  

  Business response

  01/28/2025

  Oncourse Home Solutions (OHS)appreciates the opportunity to respond to your January 13, 2025, correspondence regarding the complaint filed by ******* *****
  
  Oncourse Home Solutions (OHS) has made several attempts to reach ******* ***** and were unsuccessful,at the telephone number we have listed on file for his account.  The amount owed on the account is the Buyout charge pert the customers contract with the lease agreement .We (***) encourage ******* ***** to contact us with any additional questions or concerns.
  
  (OHS) 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

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is the warranty company for **************. It was determined by my plumber this summer that my main sewer line needed to be replaced because of issues with backups. I have plumbing insurance which covers up to $2500 for in-home plumbing repairs. I was approved to have the line replaced by their affiliated plumber. When I looked up their plumber on the BBB website (******************************************************************************************************************************), I noted that they had a D rating. I did not want to have a company with a D rating dig up my family room so I requested to go out of network. I provided all of the requested information to support the claim: invoice from plumber with payment in full, description of problem as well as pictures of the work including the rotted pipe. On November 20th, I received an email stating my claim was denied, but if I could send additional explanation of why the repair was needed they could reopen the claim. On November 21st, I sent an updated invoice from the plumber that stated "cast iron pipe broken...replace 5-10 feet of broken pipe." Since then, I have called multiple times. My first call in early-mid December, I was told I would be called back. It is now January 3rd and never received a call. I called back earlier today and asked to speak to a supervisor, I was put on hold to look up my account, was left on hold for over 15 minutes and then disconnected. I called back again and was told the claim was denied. I asked if they received my paperwork on November 21st and I was told yes. I asked to speak with a supervisor, I was put on hold by *****. He came back on to say he would call me back in 20 minutes. Over 1 hour later, no return call. I called back and spoke with a *******. He did not see a record of me speaking with a *****. I was again told my claim was denied so I asked to speak to a supervisor. I was put on hold and it has now been 46 minutes that I've been on hold.

  

  Business response

  01/16/2025

  Thank you for bringing this matter to our attention. ************************ (AWR)appreciate the opportunity to address ******* ******* concerns regarding your January 7, 2025, correspondence.
  

  In response to the claim filed by Mrs. ******* ******* regarding her leaking drain. *********** is enrolled in our Water, Sewer, and In-Home Protection Programs. She filed her claim in September 2024.
  

  After assessing the claim, it was determined that there would be out-of-pocket costs associated with the repairs. Mrs. ******* hired a contractor to make the necessary repairs and submitted copies of her invoices for review. Upon reviewing these invoices, we found that a more detailed description of the work performed, and an itemized breakdown of the costs were needed.
  

  We have requested this additional information from Mrs. ******* and informed her of the steps required to have her reimbursement reviewed. We are committed to resolving this matter promptly once we receive the necessary documentation.
  

  AWR 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 response

  01/16/2025

   
  Complaint: 22765023
  
  I am rejecting this response because I responded to the denied claim on November 21st with the additional information requested at that time.

  I did receive a phone call on Tuesday, Janauary 14th asking for this same information again. I returned the call Tuesday evening and left a message explaining this. Another message was left by the company today and follow-up email sent asking again for the same documentation. I have forwarded all documents to this new contact and was told he would review. I am happy to discuss with them.

  Please keep in mind that the original scope of work was  approved by the company if I used their plumber. In both cases I would be responsible for additional cost beyond the allotted reimbursement amount which I am aware of and fine with, I would just like reimbursement for what the warranty plan should pay.

  Sincerely,
  
  ******* *******

  

  Business response

  01/31/2025

  Thank you for bringing this matter to our attention. ************************ (AWR)appreciate the opportunity to address ******* ******* concerns regarding your January 24, 2025, correspondence.

  
  In response to the claim filed by Mrs. ******* ******* regarding her leaking drain. *********** is enrolled in our Water, Sewer, and In-Home Protection Programs. She filed her claim in September 2024.
  We have requested additional information from Mrs. ******* and informed her of the steps required to have her reimbursement reviewed. *** received the requested items and sent Mrs. ******* a settlement agreement. She will need to review and sign the agreement to receive a partial reimbursement for her drain lines.
  We are committed to resolving this matter promptly and encourage Mrs. ******* to reach out with any further concerns.

  
  AWR 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 response

  02/06/2025

   
  Complaint: 22765023
  
  I am rejecting this response because I had wanted to speak to your escalation agent to adjust the verbiage of the settlement agreement. I really don't understand why I need to sign a settlement agreement to be paid the money that I am rightfully do. I followed the correct steps of getting pre-approval to have a third party plumber perform the work and submitted all of the requested materials to prove the work was done as planned and the invoice was paid in full. However, I'm honestly so tired of leaving messages, waiting on hold with the company and dealing with this that I have signed the completely inaccurate and utterly ridiculous agreement. I cannot believe I need to sign a settlement agreement to receive fair and just compensation for something that should have been a simple approval since I did exactly as I was asked and did not move forward with the work until I received authorization to do so. I'm seriously tempted to cancel my warranty plan after the experience that I've had with this claim. I would like to leave this complaint open until I receive payment from the agreement. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called regarding stove not working Dec 23 and set me up wismam They told me only one repair man and it is Jan 2 and still no stove fixed !!!Called ******* multiple x and Nipsco Dec 23 30 and Jan 2 and ******* said no repair man for week or 2 and Nipsco giving me run around. I pay $60 month for this service on Nipsco gas bill. 

  

  Business response

  01/13/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 2, 2025,correspondence regarding the complaint filed by ****** *******.
  

  Upon receiving the above referenced matter (PHS) made several attempts to contact Ms. ******* at the number on the complaint and on her warranty account. The phone number ************* is not an active number. PHS also called ************** on 01/10 and 01/13 and left a detailed message. The customer is encouraged to contact *** at her earliest convenience. We (PHS) encourage Ms. ******* 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.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled their service in January 2014. Never heard anything then got a bill in June and called then and they confirmed the account was closed. Never heard anything again until got a bill last week for $246.50. I called and they confirmed that I did cancel and I called in June. Now they are saying I never called and I owe. I talked with a very rude woman named ****** who needs to be fired as I caught her lying to me that I never called in . I do not owe them any money and will not pay this company is a scam. There is another employee named ******* that refuses to allow me to talk with a supervisor.  

  

  Business response

  01/20/2025

  see attachment

  Customer response

  01/30/2025

   
  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. It is resolved. They removed the charge
  
  Sincerely,
  
  **** ******

• Initial Complaint

  12/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live at ****************************************************************************************. The property at ********************************************** has been sold and is vacant. I spoke to the secretary of the President and she assured me that the account would be canceled and I would not receive another bill. Well another bill arrived at ************************ with the payment due date of Due Now. The account number is *******. I would like to receive a cancellation letter from Pivotal Home Solutions as a record. The address ion the bill is *********************************. I have complained about Pivotal Home Solutions before regarding cancellation of this account. Again, the bill should be sent to the new owner of **********************************************. I do not want this to affect my credit. Thank you.

  

  Business response

  01/24/2025

  Good afternoon,

   

  I have attached a response and copy of her final bill for ******** *********.

   

  If you have concerns, please contact me. Have a great day!

   

  ****** ********-Bond | Escalation Specialist
  *******************************************************************************************************************************************************************************************************************
  Work Phone # **************
  ****************
  ********** | **********************************
  
  

*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. ↩