Pivotal Home Solutions (formerly Nicor Home Solutions)
Reviews and Complaints

I called early in October and was set up for furnace maintenance on Friday October 20 between 1 and 3 when man did not show up I called to find out what happened was told the man was on vacation say what ? So they set me up for today October 25 between 1 and 3 no show so I called again and they could not find my appointment AGAIN so they said they cant come until December 22 between 3 and 5. THIS IS UNACCEPTABLE I'm sure you can find someone to do the job send the boss ?/////////

Called Pivitol for a problem with my furnace. They sent out repair person on 10/9/23. This person was very good at his job and made the necessary repair. When he was finished he said he would email me receipt for the service call. When I did not receive the email I called Pivitol. They said I would get it in 24 hours. I never received it and called 3 more times, each time they said 24 hours. It's now 8 days and I called again. Now the new story is there is no receipt since Pivitol covered the cost of the repair. I explained to them that I want a record of what service was performed on my furnace and by whom. He said they have that information but I don't get a copy. I asked to talk to a supervisor and he said it would take 72 hours! This is a crazy way to rune a business. If you perform a service on my furnace I am entitled to get a record of that service

On July 26th a pivotal solutions technician came out to service my AC. She told me it needed to be turned off to unthaw and that they would need to come back so she rescheduled me for Friday, July 28th. I took off work on the 28th for this appointment and no one showed up. When I called pivotal, they had no record of the reschedule and told me I would have to reschedule for another day the following week, Tuesday which I declined due to having to work. I took off Friday already and no one showed up and I don't get paid if I don't work. Now you're asking me to take off again with the possibility of the same thing happening. I asked to speak to a supervisor and was put on hold for 20 minutes only to be told she was unavailable. So I hung up and called back and got another young lady who told me the same thing about nothing being in the system for Friday.

She tried to get me rescheduled and told me that since it was an emergency she would put me on the schedule for Saturday, July 29th between 1 and 5. She sent me a confirmation email (below) for July 29th between 1 and 5 but told me there was no guarantee they would make it out. I asked her if the technician would call if they couldn't make it and she said they are supposed to but sometimes they may call after to reschedule. Why is that ok to have customers waiting if you not coming?

So today while waiting for the technician, I called to confirm they were coming and the person who answered the phone, Omar had no record that I was on the schedule for Saturday, July 29th or that I had spoken to anyway Friday, July 28th, even though I have a confirmation email from them. He said, "that email must not be from his company"

I have my newborn grandson living with me and its 100 degrees in my house. This service is totally unacceptable.

Purchase carrier ac unit in July 22.

Wouldn't turn on on [protected]. Called at 8:37 am on 6-1-2023. Appt was set for that afternoon between 1-5. Never showed up. Called at 5:30 that night after talking with 2 different reps they made up some excuse and reset appt for 6-2 between 1-5.

Once again never showed up

Called at 5 got the runaround and cut off 4 times. Finally talked to a very arrogant man who said the best he could do was to reset the appointment for 6-7-23. Unacceptable. They take your money but won't give service or any courtesy. Would like the unit removed and a total refund check. Many other issues with this purchase, too many to list. Air Conditioner won't even turn on

Called and set up an appointment and they never showed or called. I called them they said the appointment was set up wrong, wait another three days for an appointment. Can i get emergency services, no! i have proof on my phone of the conversation i had with the rep of when this appointment was set up for. I want my air conditioner fixed today!

june 2, 2023 someone was to come out between 8am-12pm central time. No one came.

I have been paying for the Outside Water and Sewer Line Protection Plan through Pivotal Home Solutions for an extended period of time.

On Sunday 5/7, our sewer line backed up. We called Pivotal Home Solutions to request assistance at 11:00 a.m. We were told that our case would be referred to CenterGuard who would call to make an appt to come out. CenterGuard did not call within an hour (as stated they would), so we called CenterGuard at 12:00 noon. At that time, they informed us that they had no one to send out. They told us to call Pivotal Home Solutions back and ask them to send out a different company that they contract with. When we called back, we stated to the customer service representative that we had a sewer blockage, likely from tree roots in the sewer lines. The customer rep laughed and stated that tree roots are not covered. In looking at both the website and my own documents, it is clearly stated repeatedly that damage from tree roots is covered. In addition, there is no statement anywhere that indicates that damage from tree roots is excluded from the plan. I asked to speak with a manager. The customer rep refused to connect me, but I persisted, and I was finally connected with a manager (Frank) after 20 minutes. Frank indicated that he would be looking into it (checking with a higher up) to determine if tree root damage was covered. He also said he would find another provider to come clear the pipes in the meantime since we have children in the house and were in desperate need of water. This was at 1:00 p.m. He stated that we would hear back from him within 2 hours. He did not call us back, so we called him back at 3:00 p.m. At that time, the customer rep indicated that Frank was unavailable, so we insisted to speak with another manager. At that time, Vince took the call. He stated that they were aware of our issue and working to repair it and that they would call us back within an hour. We never heard back from them at all on Sunday 5/7. On Monday 5/8, I received an email that our service request was put on hold - we had never spoken with anyone to put it on hold.

I have been paying Nicor for 8 years for full coverage of sewer lines. 3am on Saturday morning my sewer is backing up into my shower thousands of gallons of water coming up. I call the number to get someone out. FIRST i am giving a plumber that will call me back at 7:30am...after trying to control the water in my house with my 10 year old son I look on line and see that company is not even open on Saturdays...I call back, its now 6:30am and am given another company who i call immediately. The answering service tells me someone will call me back. I wait 2 HOURS...NOTHING! I now call Pivotal a 3rd time and they tell me I can find my own contractor. I do and was able to get the water stopped for now...HOWEVER NO WORK CAN BE APPROVED! I am now on 4 days that I can not live in my house because I cant use the water. If it rains again my house will flood again. I have call Pivotal a half dozen times begging for help. I emailed the pre=apporoval TWICE with no response. I will be going to every outlet possible to blast this company. I will contact the news station. They are complete FRAUDS!

I have been TRYING to get my furnace fixed for 2 years. The first company that was sent out replaced my thermostat which had nothing to do with what was needed. I have had several companies call me, after I discuss with them what's going on they tell me that they don't provide that service...I just want my $405 back that I paid for this coverage so i can move on! I've been MORE than patient. Today, I spoke with a company that also said they "don't do those repairs, and it's NOT EVEN COVERED WITH THE PLAN I HAVE WITH PIVITOL". AGAIN, WE ARE 2 YEARS+ trying to get this fixed! GIVE ME MY MONEY BACK SO I CAN MOVE FORWARD-This IS EXHAUSTING!

When I signed up with this service it was with NiCor and the services I received was exceptional and now with Pivot they are matter of fact with comments like pay your past due and we can help you. Talking to a person with “thick accents and cannot understand them and person that could care less about me or what I’m calling about. Over one month ago I called and needed to take care of the past due also but the flippant customer service had a bad attitude. I asked for a supervisor he kept why, I told him I didn’t like his attitude. I hung up called a different explained my problem and need to evaluate my acct. he said he would call me the next day NEVER HEARD FROM HIM. Pivot is nothing like NiCor home solutions random folks are working for money not customer relations.

We were not notified of the change from Nicor Home Solutions to Pivotal Home Solutions. We did not agree to contract with Pivotal Home Solutions. When we contacted them today (8/9/22) to find out what their $15.95 monthly charge was for, they told us that we had been notified via email. It was then determined that they did not have our correct email. (Not our fault if they entered our email incorrectly into their system.) They supposedly provide for free annual heating and air conditioning inspections. We scheduled our inspections the same way we always do - with the company that installed our furnace and a/c. For the past 3 years we paid for inspections out of pocket because Nicor Home Solutions no longer existed and we were unaware that Pivotal Home Solution had taken their place. As stated, we never received an email or letter to that effect. Our gas bill with Nicor is paperless with automatic deductions. There is no particular reason to look at it. Until today when it seemed unusually high. We contacted Pivotal to find out what we've been paying for. We asked them to reimburse us for 3 annual inspections. They refused. We then asked them to reimburse us for 36 months of a service we never agreed to ($574.20). They refused.

We received a letter in the mail on June 29, 2022 from Pivotal Home Solutions. We've never heard of this company and never signed up for their services. The account number on the letter is 2064672.

After speaking to them, we were shocked to discover that this company has been adding a charge to our Nicor gas bill since 2016 despite never authorizing this.

Joel Gutierrez (joel. [protected]@amwater.com) (phone number [protected]) has been unwilling to rectify this issue.

The Better Business Bureau profile for Pivotal Home Solutions lists over 200 complaints, many of which are similar stories of people being charged by this company despite never giving permission:

https://www.bbb.org/us/il/naperville/profile/home-warranty-plans/pivotal-home-solutions-0654-88205178/complaints

Their former name is Nicor Home Solutions, and there are numerous warnings about them:

https://www.citizensutilityboard.org/blog/2017/11/16/consumer-alert-gas-bill-charge-nicor-home-solutions/

https://cu-citizenaccess.org/2020/07/citizens-utility-board-issues-scam-warning/

https://www.nbcchicago.com/news/local/sneaky-fees-making-some-nicor-gas-customers-furious/27799/

This scam company has deceivingly charged us over $2000 since May 2016, and I will not consider this issue resolved until the full amount is refunded.

I m so tired of lack of customer service. I asked for manager 5 times, each time they told me that manager wil call u within 36 hours but no calls. They decline my reimbursement and I did send everything that need it. Reimbursement is for $3000 and now there nobody is helping me.

Hi

I purchased nicor home solutions for pipe maintenance. I had a broken pipe, leaking into my crawl space. My water bill for March was $800.

Nicor came out and not only didn’t fix but complained that every thing was corroded. Although I appreciate them finding out my furnace was installed incorrectly ( left pvc drain pipe from high efficient furnace dripping into a bucket for 5 years), I had to pay another company $320. for what they claimed to be able to do). I offered to have Lockport turn the water back on so they could see where the leak but they refused.

I sent a copy of the bill to them and have yet to hear back.

Im a veteran of the USMC. I'm 79 years old. This compnay has taken advantage of me and tried to stop my claim and deny it several times over the stupidest things you can imagine. One said the vendor who did my repair need to be on the invoive, which it was, but had to fac in three times. Emailed it 3 times, and still, no word. Ive been going through this since Novemeber of 2021. Each time they come up with a new excuse about why they cant honor and ill need to resubmitt. Ive asked repeatedly for a supervisor to call me, they say within 24 hours, but I've yet to be contacted by one. This company owes me almost $2000.00 and refuses to repay me. Ibve gone as far as my granddaughter calling them, theyre trying to give her some bs too. Im going to get an attorney before they try to drag this out till im dead.

William Hatton

Account number 3522435 - Claim # 2845641

Just took a hard look at my nicor bill and realized I was paying $5.95 a month for something I know nothing about. Upon investigating I learned this is a warranty company and I have been paying since 2014, about 91 months.

I would never have knowingly signed up for this service as I pass up every warranty that is offered. Upon investigation they cannot tell me how I signed up as they said they have no record of that. In order to cancel though the conversation had to be recorded.

When I questioned Nicor gas they said this company just tells them a customer has signed up and they start taking out the monthly charge.

Unless this company can give me exact detail on how I accepted this service I believe it is a scam and I should be refunded about $540.

On January 31, 2022 American Home Solutions dispatched Capeless Plumbing & Heating to repair a thermostat issue with our leased hot water heater based on a service call I requested. The technicians arrived and never looked at the thermostat on the heater but rather looked at the date of the unit. They said they should replace the hot water heater based on the age but I told them that we would be eliminating the hot water heater in 2 weeks when the new heating system was to be installed. They happened to have a brand new hot water heater on the truck and made the decision to replace it even though I advised them not to. They removed the old one and installed the new one. They left my house and 10/15 minutes later rang my doorbell to sign the paperwork. The technician never told me I would be signing a new lease but that’s what he brought to my door. Later I realized he had put “leaking H/W” as the description of emergency which was false. There was no leak and they didn’t even address the issue I called about. Two weeks later the unit was removed because of the installation of the new system. Pivotal Home Solutons now will not remove the disconnected water heater without a payment of over $700. I told them to not install a new heater but they did anyway. They wrote it up as leaking, which it was not. I am 90 years old and I believe they took advantage of me.

Two months ago, there were three charges on my statement for my service contract. I told them to credit my account immediately. The next month there was no accounting for Nicor home solutions on my invoice. It didn't show the three previous charges or show that I paid the bill in full. This month there are two more charges for my service contract. If this is not corrected I will cancel my service contract with Nicor Home Solutions.

Arlene Hammerton

Account # [protected] 8

My wife and I pay Nicor Gas an extra fee each month for "sewage line protection." It is and was our agreement Nicor would in exchange repair and/or replace our sewage line as appropriate. We asked Nicor to rod our sewage line about 2-3 years ago and it did so promptly and professionally without question. On that occasion sewage was not actually backing up into our home, but several symptoms suggested it soon would be, i.e., noxious odors, slow drainage, etc.

We recently experienced the same symptomology and requested Nicor under the terms of our agreement and in exchange for the money we've faithfully been paying to rod our sewage line again. It refused, in essence saying sewage had to be actually flowing back into our home before it would take any action. Nicor's refusal under these circumstances amounts to a breach of our agreement for "sewage line protection."