Complaints

This profile includes complaints for Oncourse Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Oncourse Home Solutions

  1415 W. Diehl Road, Suite 270 Naperville, IL 60563

  
• 

  Nipsco Home Solutions

  PO Box 5370 Naperville, IL 60567-5370

• 

  Extra Service Protection

  100 International Dr Ste 175 Portsmouth, NH 03801-6854

• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

• 

  Extra Service Protection

  100 International Dr # 175 Portsmouth, NH 03801-6854

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:08/22/2022

  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.

  Dear Whoever, this may concern,I have been paying this company since July 15, 2019, around $80 a month, in case any damages were to happen to my heater/boiler. One day my boiler in the basement was leaking water. I called them to come look at it and the first time the employee said that they are not allowed to fix it he has to contact his bosses. I contacted them several times after and they had set an appointment with me for April 21, 2022, between the hours of 8am 12pm and no body showed up. What they have done is very unprofessional so I am now suing them. I later ended up buying a different boiler around $1500 to prevent my basement from flooding with the leaking water.Sincerely,*****************************

  

  Business Response

  Date: 09/01/2022

  American Home Solutions (AHS) received a complaint for ***************************** (customer) on August 22, 2022, regarding repair.
  
  ****************** called for a repair claim on Water Heater, at the time of the repair it was determined unit needs to be replaced, making Customer eligible for reimbursement. (AHS) spoke to ****************** on August 25, 2022 advised we sent forms via email on 4/22/22 to her. We have not received reimbursement forms. She requested contract to be cancelled on 7/8/22, per the Terms and Condition on page 2 of 13 section 3 state (Your Agreement must be active and You must be current on all payments in order to receive reimbursement under the terms of this ********** ******* may set-off against any reimbursement payable pursuant to this section any and all amounts due from You under this **********),customer understood her contact terms. As a one-time courtesy we are offering to zero out balance on account. We (AHS) encourage ****************** to contact us with any additional questions or concerns.
  
  AHS 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

  Date:08/17/2022

  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.

  To whom it may concern:I have had a Pivotal Home Solutions gas line warranty through ********* for the past 20 years. When my gas bill changed I added the warranty through Pivotal Home Solutions again. I had a gas leak in May of this year and they sent a provider out to fix the issue. Instead of fixing the issue they actually made problems worse. The contractor they sent was completely unprofessional. They did not check their work after and spent 15 minutes doing a very sloppy and alarming repair to the gas supply line. They left the line completely crooked and visibly unsound. I had to call my own contractor that installed my furnace originally to fix the issue that was made worse by the Plumber sent through Pivotal Home Solutions. I reached out in the chat imediately after to cancel with no resolution. I have received three consecutive bills for the warranty and I would like for them at the very least to clear the balance. Ideally I should have sent them a bill for having to hire my OWN contractor to correct what was done to my gas supply line. I did contact them BEFORE the repair was made saying I did not feel confident about their contractor because they had not been in contact with me for nearly two days to fix the leak in the gas supply line. To which I was met with disbelief as well as reassurance that they only hire the best. Again I would like this to be resolved with a zero balance and cancellation. My account is ****** and my balance is $20.85. Thank you!

  

  Business Response

  Date: 08/26/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 17, 2022, correspondence regarding the complaint filed by *********************
  
  Pivotal Home Solution (PHS) has made several attempts to ************** and were unsuccessful to reach him by the telephone number we have listed on file for his account. (PHS) as a one-time goodwill gesture and not an admission of any liability, (PHS) issued a credit to zero out the open balance on the account. 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.
  

• Initial Complaint

  Date:08/17/2022

  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 have paid Pivotal Home Solutions $122.00 per month for several years. I had not had any problems with them until now. My stove went out and I filed a claim. They were supposed to reimburse me $400. However, they are finding excuses not to return the reimbursement due to me. My son purchased a new stove for me because I wasnt out financial able to buy it for myself. At first, Pivotal Home Solutions told me that they needed the Bill of Sale. I provided that. Then they requested a voided check for the deposit, which was provided. The next issue was that the deliver address was not show. The deliver address is clearly indicated on the Bill of Sale. Yesterday, i was told that they would not give me the $400 reimbursement due to me because the **** of Sale was not in my name. However, they would give me the reimbursement, if I went to Best Buy and asked that they put the **** of Sale in my name. Thats fraud! I am not willing to engage in Fraud. I have a signed letter from my son indicating that he used his Best Buy card to purchase the stove, and I would have to pay him for it. I want Pivotal Home Solutions to send me my $400 reimbursement that due to me. I have paid them over $14,000 over the past 10 years. I should be entitled to interest for the trouble that I have gone through to get what is due to me. I am an 81-1/2 year old woman, and I certainly do not need this stress, nor to be treated unfairly.Sincerely,***********************************************

  

  Business Response

  Date: 08/26/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 17,2022, correspondence regarding the complaint filed by ********************************************* 
  
  Upon receiving the above referenced matter on 8/25/22 (PHS) spoke to ***************************** advised her claims reviewed the documents she sent in for reimbursement and determined the Paid receipt was not sent in with the documents, causing reimbursement to be denied. ***************************** informed she will send in Paid receipt, once we receive documents, we (PHS) will then be able to forward it to claims department to be re-open for further review. (PHS) will continue to work with ***************************** during the reimbursement process. 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. 

• Initial Complaint

  Date:08/11/2022

  Type:Product 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.

  After repeated calls and emails, I have yet to receive my legitimate claim for sewer backup. **** just kept asking for more information. Even though I gave him everything I asked for, they refused my claim. Thank you

  

  Business Response

  Date: 08/18/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your Aug 11, 2022, correspondence regarding the complaint filed by **********************

  
  ********************* is enrolled in the Water line, Sewer Line Protection Programs.  He contacted (PHS)on June 22nd, 2022, to report that he did not realize he has coverage for the sewer line and informed (PHS) for reimbursement. (PHS) reached out to *************** and explained process of setting up repair claims under terms and conditions per page 2 of 15 section 3 states (Company will not reimburse you for work done by Unauthorized Servicers or for services performed without Companys prior authorization. Unauthorized repairs may void this Agreement.). *************** understood explanation and to help resolve issue, (PHS) had decided as a one-time courtesy to have **************** send us all the necessary paperwork to file for reimbursement. (PHS) will cover repairs that are within Terms and Conditions up to his contract limits only. (PHS) received and reviewed documentation sent to us, per terms and condition page 8 of 15 (Outside Sewer Line shear offs Belly/sag in line Replacing trees or shrubs or repairing private paved,asphalt and/or concrete surfaces or structures Any system upgrades) sewer line is not covered due to a (shear-off) repair. We reached out to **************** provider he hired to reconfirmed said repairs on invoice that we received, and provider confirmed indeed was a shear off repair. (PHS) explained information to **************** on his reimbursement informed was denied per our terms and condition stated above. We (PHS) have done our due diligence to help customer, we encourage **************** to contact us with any additional questions and concerns.
  (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: 08/18/2022

   
  Complaint: 17704117
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* this was not a shear off. I was told to send them a new invoice stating what and why repairs were done, which I did. It states that it was a cast iron pipe that rusted out. I emailed  to 2 different places. I can email you that invoice if you want, along with my coverage, which clearly states that it covers sewer line clogs, blockages, and BREAKS I also have a copy of a text of an employee there that states that they cover breaks, which it wasnt anyway, it was a rusted out pipe  I also had the company email them that it was a cast iron pipe that rusted out. Thank you

  

  Business Response

  Date: 09/02/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your Aug 11, 2022, correspondence regarding the complaint filed by **********************

  
  ********************* is enrolled in the Water line, Sewer Line Protection Programs.  He contacted (PHS)on June 22nd, 2022, to report that he did not realize he has coverage for the sewer line and informed (PHS) for reimbursement. (PHS) reached out to *************** and explained process of setting up repair claims under terms and conditions per page 2 of 15 section 3 states (Company will not reimburse you for work done by Unauthorized Servicers or for services performed without Companys prior authorization. Unauthorized repairs may void this Agreement.). *************** understood explanation and to help resolve issue, (PHS) had decided as a one-time courtesy to have him send us all the necessary paperwork to file for reimbursement. (PHS) will cover repairs that are within Terms and Conditions up to his contract limits only. (PHS) reviewed documentations sent to us we determined sewer line is not covered due to a (shear-off) repair, per terms and condition page 8 of 15 (Outside Sewer Line shear offs Belly/sag in line Replacing trees or shrubs or repairing private paved, asphalt and/or concrete surfaces or structures Any system upgrades). We reached out to **************** provider he hired to reconfirmed said repairs on invoice that we received, and provider confirmed was a shear off repair. Please see attached email we have provided will confirm repairs from provider. (PHS) explained to **************** his reimbursement was declined per our terms and condition stated above and confirmation from provider. We (PHS) have done our due diligence to help customer on reimbursement, we encourage **************** to contact us with any additional questions and concerns.

  
  (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: 09/06/2022

   
  Complaint: 17704117
  
  I am rejecting this response because: Pivotal Home solutions said in writing that they cover breaks. Secondly, they baited that poor secretary into saying it was a break. ******** sent them a revised invoice which clearly stated that it was a rusted out cast iron pipe, and I can supply you with a copy. I can also get a written statement from the city inspector as well. I also have pictures of the rusted out pipe, which I sent them. Am I being discriminated against for some reason? Thank you
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/17/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your Aug 11, 2022, correspondence regarding the complaint filed by **********************

  
  ********************* is enrolled in the Water line, Sewer Line Protection Programs.  He contacted (PHS)on June 22nd, 2022, to report that he did not realize he has coverage for the sewer line and informed (PHS) for reimbursement. (PHS) reached out to *************** and explained process of setting up repair claims under terms and conditions.(PHS) will cover repairs that are within the Terms and Conditions, up to his contract limits only. (PHS) reviewed documentations sent to us we determined sewer line is not covered due to a (shear-off) repair, per terms and condition page 8 of 15 (Outside Sewer Line shear offs Belly/sag in line Replacing trees or shrubs or repairing private paved, asphalt and/or concrete surfaces or structures Any system upgrades). We reached out to **************** provider he hired to reconfirmed said repairs on invoice that we received, and provider confirmed was a shear off repair. Please see attached email we have provided it will confirm repairs from provider and picture not confirming repairs. (PHS) explained information to **************** on his reimbursement was denied per our terms and condition stated above. We (PHS)have done our due diligence to help customer on reimbursement. We are offering a refund to ****************, as a one-time courtesy, we have been unsuccessful to reach **************** to process refund. We encourage **************** to contact us with any additional questions and concerns and to process refund.

  
  (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: 09/19/2022

   
  Complaint: 17704117
  
  I am rejecting this response because:As I have stated repeatedly,this was not a shear off. As far as I can tell, this is something they made up? Enclosed is the invoice from the company that repaired the sewer. It clearly states that it was a rusted cast iron pipe. Enclosed is the invoice, please read it yourself, thanks 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/29/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your Aug 11, 2022, correspondence regarding the complaint filed by **********************

  
  ********************* is enrolled in the Water line, Sewer Line Protection Programs.  He contacted (PHS)on 6/22/22, to report that he did not realize he has coverage for the sewer line and requested (PHS) to reimburse him. (PHS) reached out to **************** on 6/28/22 and explained process of setting up repair claims under terms and conditions per page 2 of 15 section 3 states (Company will not reimburse you for work done by Unauthorized Servicers or for services performed without Companys prior authorization. Unauthorized repairs may void this Agreement.). (PHS)has decided as a one-time courtesy to have **************** send us all the necessary paperwork reviewed for reimbursement, we will only cover repairs that are within Terms and Conditions up to his contract limits. (PHS) received and reviewed documentation sent to us by **************** determined not covered due to a (shear-off), per terms and condition page 8 of 15 (Outside Sewer Line shear offs Belly/sag in line Replacing trees or shrubs or repairing private paved, asphalt and/or concrete surfaces or structures Any system upgrades). We reached out to **************** provider (Via Email) that he hired to reconfirm said repairs on invoice that we received, and provider confirmed it was a shear off.Please see attached document confirming repair (shear-off).  (PHS) on 7/7/22 explained to **************** his reimbursement was denied per our terms and condition stated above and offered to refund contract for Outside Sewer Line Protection and customer declined offering.On 9/15/22 **************** sent a new invoice stating new diagnose of repairs from the original invoice we received, we explained 9/17/22 well need Pictures,videos of said repairs since invoice has been change from the original invoice sent to us in order to process further. We received pictures provider by *************** that were not associated with repair (please see attachments). At this time,we (PHS) still have not received pictures, videos of said repairs. We have done our due diligence to help customer. We are still offering to refund **************** contract for Outside Sewer Line Protection Coverage. We encourage **************** to contact us with any additional questions and concerns.

  
  (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: 10/03/2022

   
  Complaint: 17704117
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************. This company has never told me they wanted videos or pictures until just now. Obviously that is impossible, since the job is already completed. I have given them everything possible, and just like the supposed shear off, they just keep stalling. This company is nothing short of a scam. 

• Initial Complaint

  Date:08/11/2022

  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.

  called regarding a plumbing issue in May 2022 ***** did not have a plumber available to resolve issue against better judgement i agreed and found a plumber that I paid out of pocket 2 issues were discussed leak with toilet and leak at water valve I received 2 authorizations that have been denied because of initially claim was incomplete resubmitted and now denied on 8/8/2022 with no formal notification to me I called again on 8/11/22 to inquire on status again about the 13th call over the last few months for resolution.***** representative stated that the claim was denied not authorized and that I did not have active service at time claim was to be paid out. I had active service during the time the claim was filed and spoke to a rep when I recently decreased my service who stated that as long as I have service then my claim was in good standing. Today am told none of the monies paid out resent claim forms on 7/12/22 and 7/22/22 and 6/8/22 for toilet leak totaled ****** done on 5/9/2022 and valve leak repair done on 5 20 22 for $347.00

  

  Business Response

  Date: 08/19/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 15, 2022, correspondence regarding the complaint filed by ***********************-*******.
  
  Pivotal Home Solution (PHS) has made several attempts to ******************************* and were unsuccessful to reach ****************************** by the telephone number we have listed on file for her account. 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 Answer

  Date: 08/22/2022

   
  Complaint: 17702502
  
  I am rejecting this response because:

   

  Notbing has been addressed. The level of stress and anxiety that this issue has caused will not allow a discussion.I prefer response via writing I remained a customer of this organization as per specifics . I cancecled recetly service that I no longer needed and kept servicce as per the specifics provided by a ***** REP. *** long as you have service with nicor your claim will be honored" 

   

  Now I am told we are denying your claim because you dont have plumbing service  again this is not what I was told. I was provided with 2 claims for 2 seperate issues and submitted paperwork and claim information for both,, I followed up for months because 1 item was not signed or one item was not addressed or was not covered and yet I called and received 2 claim authorizations for work performed and the organization on the leak toiler were cleared on coverage from Nicor.

   

  This is unacceptable and unfair business practice 

  Nicor did not have a servicer at the time of the work needed to be done and I was given permission to find agents and authorizations to move forward, I had been a membere of Nicor for over 15 years and am verey disappoainted in the process and the way in which my reimbursement.  I turned paperwork in again and again and again, i called over and over and over and finally resigned to the fact that I was not going to be reimbursed for an issue that I was told would be covered. 

   

  I had to maintain payment of a plan that I continued even though I was ready to change my services because the ***** reps said that I would need to have services to get reimbursed. Which is a problem if the issue occured during coverage why would i have to continue paying to get a covered claim? . I have also talked with others who have found it in recent times very hard to get claims reimbursed. 
  I also canceled my service over 2 weeks ago and nicor still canceled the service in September which I do not know why still now. 

   

  the expectation is to be paid for a covered claims authorized by **********;

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

  

  Business Response

  Date: 09/01/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 15, 2022, correspondence regarding the complaint filed by ***********************-*******.
  
  Pivotal Home Solution (PHS) has made several attempts to ******************************* and were unsuccessful to reach ****************************** by the telephone number we have listed on file for her account. (PHS)reviewed reimbursement and was determine declined, due to repairs being related to main line valve and line before main shutoff valve leaking, which are not covered per terms and conditions page 8-9 section **** state : ( Water Lines located inside/under a concrete slab or behind walls, in floor joists or any other space that is not readily accessible Water Lines which exit your home and extend to pools, pool heaters, outside lighting, appliances or other structures).(PHS) can refund diagnostic charges for customer per her terms and condition of contract. We (PHS) encourage ****************************** to contact us to process her refund of diagnostic charges and 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

  Date:08/05/2022

  Type:Order 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 received a **** in the mail from Pivotal Home Solutions claiming that I owed them $50.21. In the **** they threatened to send the **** to collections if I don't pay them in 30 days. I called them to find out what this was all about. They said I needed to "verify" my personal information. I refused to give them any personal information seeing as I never signed up for any service with them. I did offer the account number from the ****. The person on the phone claimed that NICOR gas signed me up, and insisted that unless I provided the identifying personal information they would not be able to assist me in resolving the issue. I stated that I would verify the information they had in either the affermative or negative but would not be providing them with information independently. The "customer service representative" ***************************, informed me he would loose his job if he did that and reiterated needing the personal info to move forward in resolving my issue. Seeing that we were at an impasse, I asked that this be rolled up to his manager. Once again I was told that I would need to give the identifying personal information before I could speak to a manager. My wife who was listening in on the call flat out told him that that was incorrect and we wanted to speak to the manager. He refused and it was at this point we told him that they should send us copies of the contract with my signature on it authorizing these charges for "insurance". They claimed that they couldn't do that until I provided them with my personal information. We asked for the representatives name and I ended up hanging up the phone in disgust.

  

  Business Response

  Date: 08/10/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 08,2022, correspondence regarding the complaint filed by *****************************.
  
  Upon receiving the above referenced matter ******************, was enrolled in the Gas Line Protection (the Program). At the time of enrollment, he would have received terms and conditions for the program. Since then, ****************** has received monthly charges for the Program on his ********* utility ****.  ****************** received annual notices of the Program renewal in July 2014, 2017, 2018, 2019, 2020, 2021 and 2022, via direct mail to customers Billing address. We found no evidence that the enrollment was invalid, and we believe ****************** has had sufficient notice about his enrollment in the Program. On 07/18/2022 was the date the contract was cancelled. (PHS) as a goodwill gesture and not an admission of any liability, (PHS) has agreed to offer a one-time courtesy to credit the open balance on account (1-2 billing cycles) to be processed. ****************** agreed on credit and resolved his complaint. 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 Answer

  Date: 08/11/2022

   
  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. But, I  still think that it is more than a little shady to just sign people up for your service without their consent. It is Very Untrustworthy, and I am glad that I never did any business with them. Also, as far as their notices; I can say any correspondence from them would have been viewed as junk mail and tossed into the recycling.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/05/2022

  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 had repair service through ***************** for several years and was paying in excess of $1,000.00 a year. The Gas range was included in the *************** A service repair man said the range was unrepairable and gave me a receipt explaining the problem. Under the contract, I was to receive $400.00 from Pivotal Home Solutions Company for the purchase on a new range. All other necessary papers were sent in along with the gas range purchase receipt, and a reply was received that the receipt was for a return, which it wasn't. They wanted me to get another receipt which I knew wasn't possible, and I wasn't going to do all that running around in my present medical condition. This company likes to collect monies but doesn't want to honor its part of the contract, I have since canceled the repair service,

  

  Business Response

  Date: 08/15/2022

  Pivotal Home Solutions (PHS) received a complaint for ******************************* (customer) on August 08, 2022, regarding reimbursement.
  
  **************** submitted reimbursement for a Replacement of a Range. Upon receiving, reviewing reimbursement documentation his claim was denied due to not receiving Merchandise and service summary. PHS spoke to **************** on August 8, 2022, and advised him of documents needed to process reimbursement. **************** sent documentation that was needed to us (PHS), documents were forwarded and requested to be expedited for reimbursement. PHS will continue to work with **************** directly to get reimbursement processed.
  
  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

  Date:08/04/2022

  Type:Order 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.

  Canceled prepaid contract in Feb 2022, requested prorated credit. July 2022 recvd a new invoice, demanding payment though account cancelled in feb. Unable to resolve issue after speaking to multiple people - with no help. Address of contract ***************************************************************

  

  Business Response

  Date: 08/10/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 4,2022, correspondence regarding the complaint filed by **************************
  
  Upon receiving the above referenced matter PHS spoke to **************** and advised her we never received a request to cancel the warranty plan in February of 2022. *************** was enrolled in Cooling/Heating/Water Heater-basic, Outside Water Line and Plumbing Protection (The program) Annually. PHS advised **************** the annual renewal began June 28, 2021, to avoid any charges the program would have had to be cancelled prior to the renewal date. **************** was aware of terms and conditions on process of Cancellation. PHS reviewed call 7/19/2022 when *************** called to cancel the warranty plan. We PHS found no record of **************** calling (PHS) to cancel warranty plans in February of 2022. **************** initial cancelation was request on 7/19/22.  As a goodwill gesture and not an admission of any liability, PHS issued a credit to zero out the balance on the account for ****************. 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 Answer

  Date: 08/19/2022

   
  Complaint: 17669951
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/31/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 4,2022, correspondence regarding the complaint filed by **************************
  
  Upon receiving the above referenced matter PHS spoke to **************** and advised her we never received a request to cancel the warranty plan in February of 2022. *************** was enrolled in Cooling/Heating/Water Heater-basic, Outside Water Line and Plumbing Protection (The program) Annually. PHS advised **************** the annual renewal began June 28, 2021, to avoid any charges the program would have had to be cancelled prior to the renewal date. **************** was aware of terms and conditions on process of Cancellation. PHS reviewed call 7/19/2022 when *************** called to cancel the warranty plan. We PHS found no record of **************** calling (PHS) to cancel warranty plans in February of 2022. **************** initial cancelation was request on 7/19/22.  As a goodwill gesture and not an admission of any liability, PHS issued a credit to zero out the balance on the account. We have attempted to reach out to **************** to process a refund as one-time courtesy of the cancellation she requested on (February 2022 to June 2022). We (PHS)encourage **************** to contact us with any additional questions or concerns and process refund for her.
  
  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 Answer

  Date: 09/16/2022

   
  Complaint: 17669951
  
  I am rejecting this response because: See attachment

  Id like to have my refund from time remaining - at least 4 full months of an over $400.00 prepaid contract.This company is so inept- even after canceling my account back in February 2022 they continue to bill me though account is closed 

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

  

  Business Response

  Date: 09/26/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 4, 2022,correspondence regarding the complaint filed by **************************
  
  Upon receiving the above referenced matter we (PHS)attempted to reach out to **************** several times with no success. (PHS)reviewed account we are offering as a goodwill gesture and not an admission of any liability, to process a refund as one-time courtesy of the cancellation she requested on (February 2022 to June 2022) and we issued a credit to zero out the open balance on the account. **************** initial cancellation was request on 7/19/22. We (PHS) encourage **************** to contact us with any additional questions or concerns and to be able to process refund for her.
  
  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 Answer

  Date: 09/27/2022

   
  Complaint: 17669951
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I refuse to have direct communication with any representative from pivotal solutions any and all communications has been unprofessional & disrespectful. The full refund of months owed from Feb to **** can be refunded via check and mailed to ********************************* 01810. 
  this company has no business being allowed to manipulate the system and discredit their customers.

  ******** continued to lie as they also misrepresented my position with the ** of ******* - I never accepted their position

  

  Business Response

  Date: 10/03/2022

     Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 4, 2022, correspondence regarding the complaint filed by **************************
  
  Upon receiving the above referenced matter PHS spoke to **************** on 8/4/22 and advised her we never received a request to cancel the warranty plan in February of 2022. **************** was enrolled in Cooling/Heating/Water Heater-basic, Outside Water Line and Plumbing Protection (The program) Annually. PHS advised *************** the annual renewal began June 28, 2021, to avoid any charges the program would have had to be cancelled prior to the renewal date. **************** was aware of terms and conditions on process of Cancellation. PHS reviewed call 7/19/2022 when **************** called to cancel the warranty plan. We PHS found no record of **************** calling (PHS) to cancel warranty plans in February of 2022. *************** initial cancellation was requested on 7/19/22.  As a goodwill gesture and not an admission of any liability, PHS issued a credit to zero out the balance on the account. we have processed a refund as one-time courtesy of the cancellation she requested on (February 2022 to June 2022) allow 1-2 billing cycles to receive via mail to customer billing address on file. 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.

• Initial Complaint

  Date:08/01/2022

  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.

  Since 2015, Pivotal Home Solutions has charged us $17.50 monthly for a warranty service covering our gas line. We have been billed through our gas company, which was Vectren and is now ******************* We never knew of this monthly charge until 2022 for the following reasons:- Pivotal Home Solutions claims to have obtained our assent to this multi-year subscription agreement orally - over the phone while we were setting up gas service at our house. - Pivotal Home played the recording of our assent, but it was unintelligible to us. We suspect, based on the recording we heard, that this is because the service wasn't clearly explained to us over the phone.- Pivotal Home never contacted us (by mail, email, or phone) with documentation, subscription reminders, or anything else.- Pivotal Home never furnished us with a policy, agreement documents, or anything else.- Pivotal Home's customer support was unable to furnish us with a copy of the policy, and instead directed us to their website.In summary, from May 2015 - August 2022, we have been charged for a service that:- We have no memory requesting or agreeing to - We still have no documentation of this agreement, aside from a garbled audio recording played over the phone by Pivotal Home Solutions' customer support.Importantly, had we ever experienced damage to our gas line or other covered property, we never would have even known to file a claim with Pivotal Home Solutions, as we (a) had no understanding of the service agreement they purport we had entered into, (b) had no records of this purported agreement, including subscription reminders, policy documents, emails, or anything else, etc. and (c) did not even know of the company until we investigated the charge on our gas bill this month.We are grateful for your attention to this issue.Best Regards,******************************* P.S. I am attaching no documents because we have received nothing from Pivotal Home Solutions.

  

  Business Response

  Date: 08/04/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 1,2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter ********************, was enrolled in the ************* Line and Surge Protection $2000 (the Programs). At the time of enrollment, he would have received terms and conditions for the program. Since then, ******************* has received monthly charges for the Programs on his *************** utility bill. (PHS) on 08/01/22 spoke to Mr./******************** went over enrollment process on how plans were enrolled, (PHS) pulled the enrollment call of 5/22/2015 to be reviewed with ********************, overview of said call (******************** called in to setup gas service for new home as she was moving homes and was offered our (PHS) Warranty Plans and ******************** agreed to plans to be added on for a monthly cost of ***** a month.). ******************** after call being review together, agreed it was indeed a valid enrollment. We found no evidence that the enrollment was invalid, and we believe ******************** has had sufficient notice about his enrollment in the Program. On 07/26/2022 was the date the contract was cancelled. (PHS) as a one-time goodwill gesture and not an admission of any liability, credited the open balance on account. We (PHS)encourage ********************* to contact us with any additional questions and resolve his 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 Answer

  Date: 08/04/2022

  
  Complaint: 17654511
  
  I am rejecting this response because:
  
  Hi and thanks for replying to my complaint. I dont believe our enrollment in this program was valid for several reasons not addressed by your reply: 
  
  
  1. As your recording of my call with your customer support will show, we never received any policy documents or any other materials pertaining to the purported agreement because you sent any such materials to the incorrect address. We also never received any emails or subscription reminders, as is required of subscription-based service providers. Obtaining assent to a contract without providing the contract to the offeree does not form a legally binding agreement.   
  
  
  2. As your recording of my call with your customer support will show, Mrs. ********* assent, which I acknowledge is audible in the recording, is nevertheless invalid because the agreement was not clearly explained to her - at least based on my review of the call. Obtaining assent without clearly explaining the nature of an offer does not form a contract.
  
  
  3. We never knew of your business because it was never named on the bill we received from our gas company. Instead, it appeared as a line item titled, third party services. I am sure you can imagine my surprise when I learned that Ive been paying for a warrantee service for seven years that Ive never heard of, heard from, or have any legal relationship with.
  
  
  4. Please consider how similar this complaint is to other complaints that appear on the BBB website. I would not go through the trouble of filing this complaint if I was not sincerely and in good faith of the belief that I have been improperly charged for a service. 
  
  
  I hope this clarifies my complaint and my position and I wish to thank you again for your time and attention to this matter. 
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/17/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your rejection on August 1, 2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter ********************, was enrolled in the ************* Line and Surge Protection $2000 (the Programs). At the time of enrollment, he would have received terms and conditions for the program. Since then, ******************** has received monthly charges for the Programs on his *************** utility bill appearing as ************ Services). (PHS) on 08/01/22 spoke to Mr./******************** went over enrollment process on how plans were enrolled, (PHS) pulled the enrollment call of 5/22/2015 to be reviewed with ********************, the overview of said call (******************** called in to setup gas service for new home as she was moving homes after setting up services, (PHS) Warranty Plans were offered and ******************* was explained about warranty coverage plans.) customer was read the verbal contract agreement as stated, (I will be recording our conversation.Please respond with a clear yes or no as this tapped enrollment will be used instead of you having a sign a written contract is this acceptable?) and (And you would also like to enroll in Pivotal Home Solutions Warranty Plan for the monthly amount of $14.95 for your Surge Protection $2,000, Gas **************** ******** Line Protection. Is that correct?) before processing enrollment and in which ******************** agreed with a clear (YES)confirming enrollment allowing us to process enrollment. ******************** agreed it was indeed a valid enrollment after call being review together. We found no evidence that the enrollment was invalid, and we believe ******************** has had sufficient notice about his enrollment in the Program. Warranty plans was cancelled on 07/26/2022. (PHS) as a one-time goodwill gesture and not an admission of any liability, credited the open balance on account. We (PHS)encourage ********************* to contact us with any additional questions and resolve his 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 Answer

  Date: 08/19/2022

   
  Complaint: 17654511
  
  I am rejecting this response because:

  Thank you again for your willingness to work through this issue with me in this format. I'm confident that we'll come to an amicable resolution. 
  
  
  To help us get there, please respond more directly to the specifics of my complaint and correct some contradictory statements in your responses. Here are the specifics:
  
  
  FACTS DOCUMENTED BY YOUR RECORDINGS:
  

  FACT 1: In the call dated 8/1/2022, Pivotal Home's customer support representative verified that Pivotal Home never contacted us - critically, never providing us with any details of the purported agreement.
  

  FACT 2: In the call dated 8/1/2022, Pivotal Home's customer support representative helpfully explained we had never been contacted: Due to an error by Pivotal Home in 2015, the policy you have charged us for - for seven years - applied to the wrong address.
  

  FACT 3: Your replies incorrectly state, "******************** agreed it was indeed a valid enrollment after call being reviewed together." This is incorrect. As your recordings of the 8/1/2022 call will show, I never made any such statement. To the contrary, your recording of the (8/1/2022) phone call will show that I stated that I was able to clearly hear ************************* assent. I then explained why I believed the enrollment was nevertheless INVALID - namely, because (a) Pivotal Home Solutions never provided us with a contract, (b) Pivotal Home never provided us with a subscription reminder, and indeed, (c) Pivotal Home never contacted us after this initial phone call, and (d) as I explained very early in the call, "I wasn't able to hear what the agent said."
  
  
  The foregoing facts explain why we have never had a contractual relationship. Among other legal failures, the facts above support the following:
  
  
  BASIS FOR MY BBB COMPLAINT
  (PLEASE RESPOND)
  
  
  WE HAD NO CONTRACT DUE TO A LACK OF MUTUAL ASSENT / INDEFINITENESS / UNCERTAINTY
  By failing to furnish us with an agreement, the terms of any purported agreement would be limited to the garbled phone call from 2015. As such, any such agreement would fail due to indefiniteness, uncertainty, and lack of mutual assent (among other reasons).
  
  
  WE HAD NO CONTRACT BECAUSE AN AUDIO RECORDING DOES NOT SATISFY A MEMORANDUM IN WRITING UNDER THE STATUTE OF FRAUDS
  The statute of frauds is a mandatory rule and cannot be contracted-around - even by asking a prospective customer if they agree to have a voice recording suffice as assent. As a multi-year subscription agreement, Pivotal Home's offer would fall under the statute of frauds. Under the relevant jurisdiction(s), an audio tape recording is not a memorandum in writing as required by the statute of frauds.
  
  
  WE HAD NO CONTRACT DUE TO A LACK OF CONSIDERATION
  As stated in the facts above, your customer service representative explained in your recorded call dated 8/1/2022 that Pivotal Home made a mistake and charged us for a policy attached to the wrong property - i.e., an address we neither own nor reside at. As such, there cannot have been any legal consideration to support an agreement between us. Due to Pivotal Home's mistake, we unwittingly paid for seven years to insure a property that we have no relationship to.
  
  
  WE HAD NO CONTRACT DUE TO UNCONSCIONABILITY
  Given the facts, it would be unconscionable - both procedurally and substantively - to recognize the existence of a contract. After the 2015 call, we never heard from Pivotal Home and were never your customers. Instead, we paid our gas bill and, in doing so, unwittingly paid you. Importantly, had we ever encountered a problem with the gas line on our property, Pivotal Home would have been free to say that the policy did not attach to our address. Also, had we ever encountered a problem with the gas line, we would never have even thought to contact you because our only communication with you was a garbled phone call in 2015. 
  
  
  Like you, I regret having been compelled to file a complaint with the BBB to resolve this issue. I am eager to resolve the issue. Kindly review and respond directly to this complaint to help us put this issue behind us.
  
  
  Thank you,
  *******

   

   

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

  

  Business Response

  Date: 09/02/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your rejection on August 1, 2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter ********************, was enrolled in the ************* Line and Surge Protection $2000 (the Programs). At the time of enrollment, he would have received charges for the Programs on his *************** utility bill appearing as ************ Services). (PHS) on 08/01/22 spoke to Mr./******************** went over enrollment process on how plans were enrolled, (PHS) pulled the enrollment call of 5/22/2015 to be reviewed with ********************, the overview of said call (******************** called in to setup gas service for new home as she was moving homes after setting up services, (PHS) Warranty Plans were offered and ******************* was explained about warranty coverage plans.) customer was read the verbal contract agreement as stated, (I will be recording our conversation.Please respond with a clear yes or no as this tapped enrollment will be used instead of you having a sign a written contract is this acceptable?) and (And you would also like to enroll in Pivotal Home Solutions Warranty Plan for the monthly amount of $14.95 for your Surge Protection $2,000, Gas **************** ******** Line Protection. Is that correct?) before processing enrollment and ******************** agreed with a clear (YES) confirming enrollment, allowing us to process enrollment. ******************** agreed it was indeed a valid enrollment after call being review together. We found no evidence that the enrollment was invalid, and we believe ******************** has had sufficient notice about his enrollment in the Program. Warranty plans were cancelled on 07/26/2022. (PHS) as a one-time goodwill gesture and not an admission of any liability, credited the open balance on account and we will be refunding (subject to a wavier) to ********************, agreed to resolve dispute. We (PHS) encourage ********************* to contact us with any additional questions and resolve his 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 Answer

  Date: 09/09/2022

   
  Complaint: 17654511
  
  I am rejecting this response because:

  As PHS noted in the last message it wrote, we agreed orally to settle this matter private. PHS legal ***** then furnished me with an agreement that I believe incorrectly stipulated that we had a service agreement covering my home address. This was inconsistent with what PHS had told me in earlier phone conversations - namely, that there was no written agreement, and that any oral agreement had used the wrong address. 

  In light of these mistakes - or at least what I view as a confused and muddled position in which PHS in fact maintains no documentation for service agreements aside from phone recording - I asked for a small change:

  Please either remove the line altogether, or expand it to more completely state that there was never a written contract and that the oral agreement was entered into the system using the wrong address.

  
  I spoke with J in customer support this afternoon who informed me that PHS legal ***** will not agree to modify the language in the waiver below as I requested. I thanked J for giving me this information.
  
  
  I informed J that if PHS was indeed unwilling to edit the waiver, then it would unfortunately frustrate our efforts to execute a settlement agreement. I'm hopeful that PHS will decide to work with me to clarify the language in the agreement they'd like me to sign.

  

  Business Response

  Date: 09/20/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your rejection on August 1, 2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter ******************** wife, was enrolled in the ************* Line and Surge Protection $2000 (the Programs). (PHS) on 08/01/22 spoke to Mr./******************** went over enrollment process on how plans were enrolled, (PHS) pulled the enrollment call of 5/22/2015 to be reviewed with ********************, the overview of said call (******************** called in to setup gas service for new home as she was moving homes after setting up services, (PHS) Warranty Plans were offered and ******************* was explained about warranty coverage plans.) customer was read the verbal contract agreement as stated, (I will be recording our conversation.Please respond with a clear yes or no as this taped enrollment will be used instead of you having a sign a written contract is this acceptable?) and (And you would also like to enroll in Pivotal Home Solutions Warranty Plan for the monthly amount of $14.95 for your Surge Protection $2,000, Gas **************** ******** Line Protection. Is that correct?) before processing enrollment and ******************** agreed with a clear (YES) confirming enrollment, allowing us to process enrollment. ******************** agreed it was indeed a valid enrollment after call being review together. We found no evidence that the enrollment was invalid, and we believe ******************** has had sufficient notice about his enrollment in the Program. Warranty plans were cancelled on 07/26/2022. (PHS) as a one-time goodwill gesture and not an admission of any liability, credited the open balance on account and we will be refunding (subject to a wavier) to ********************. We spoke to ******************** on 9/9/22 he declined to sign waiver and refund could not be processed until ****** is signed and sent back to us. We (PHS) encourage ********************* to contact us with any additional questions and send waiver to process refund.

  
  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 Answer

  Date: 09/21/2022

   
  Complaint: 17654511
  
  I am rejecting this response because:

  I would first like to express my thanks to PHS. After telling me over the phone that you were unwilling to negotiate the terms of our settlement, I am surprised to hear from you again.

  The settlement agreement you asked me to sign wasn't acceptable to me because it asked me to falsely certify that we had a service contract covering my property. That of course is the crux of our dispute and I see no value in asking this of me.

  If PHS is still willing to work with me to negotiate the terms of the settlement agreement, I will cooperate in that process. Thank you for changing your mind.

  Best wishes,

  *******

   

   

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

  

  Business Response

  Date: 10/03/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your rejection on August 1, 2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter ******************** wife, was enrolled in the ************* Line and Surge Protection $2000 (the Programs). (PHS) on 08/01/22 spoke to Mr./******************** went over enrollment process on how plans were enrolled, (PHS) pulled the enrollment call of 5/22/2015 to be reviewed with ********************, the overview of said call (******************** called in to setup gas service for new home as she was moving homes after setting up services for *************************************************************************, (PHS)Warranty Plans were offered at the time and ******************** was explained warranty coverage plans.) customer was read the verbal contract agreement as stated, (I will be recording our conversation. Please respond with a clear yes or no as this taped enrollment will be used instead of you having a sign a written contract is this acceptable?) (Are you at least 18 years of age and authorized to incur charges for **************************************, ***********, **, *****) and (And you would also like to enroll in Pivotal Home Solutions Warranty Plan for the monthly amount of $14.95 for your Surge Protection $2,000, Gas **************** ******** Line Protection. Is that correct?) before processing enrollment and ******************* agreed with a clear (YES) confirming enrollment, allowing us to process enrollment. ******************** agreed it was indeed a valid enrollment after call being review together. We found no evidence that the enrollment was invalid, and we believe ******************** has had sufficient notice about his enrollment in the Program. Warranty plans were cancelled on 07/26/2022. (PHS) as a one-time goodwill gesture and not an admission of any liability, credited the open balance on account and we will be refunding (subject to a wavier) being signed to *********************We spoke to ******************** on 9/9/22 he declined offering does not want to sign waiver.The refund could not be processed until waiver is signed and sent back to us. We have done our diligence to help customer with refund and explained process. We (PHS)encourage ******************** to contact us with any additional questions and send waiver back signed to process refund.

  
  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

  Date:07/29/2022

  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.

  A ********** solution employee by the name of **** in the escalations department illegally canceled my home warranty without my authorization. This occurred due to retaliation of a complaint upon him on July 28,2022. July 29,2022, I received an email stated I had authorized this cancelation. This was completely false and illegal. When asked can I speak with his supervisor he refused and stated he was the highest department which after I proceeded with the complaint.

  

  Business Response

  Date: 08/04/2022

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your July 29, 2022, correspondence regarding the complaint filed by ************************ 
  
  
  Upon receiving the above referenced matter,We (PHS) do not cancel account without customer requesting cancellation or per our terms and conditions page 12 section 10. states (You may cancel this Agreement at any time as described below by calling the tollfree number listed on the Letter or providing cancellation in writing to: Warranty Program, **************************************************** 60566-7042.Company may cancel this Agreement prior to the end of the current twelve (12)month term for fraud, exploitation of program, abuse, material misrepresentation, non-payment by You, for violation of any of the terms and conditions of this Agreement). If the case of ************** the call on 7/28/22 was reviewed. ************** informed escalation specialist, that she is cancelling warranty plans, specialist follow with process of cancelling. Ms. ****** called in on 7/29/22 requested for plans to be back and now has active coverage.  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 Answer

  Date: 08/11/2022

   
  Complaint: 17644353
  
  I am rejecting this response because: The information provided is false. There is a cancelations process in which the employee and consumer must take in which **** and I never went through. When calling in on the 7/29/2022 the representee informed me it had been noted that **** and I had went through the process to cancel which is false.  I was shocked and immediately called when receving the email notifcation of my canceled plan. Prior to 7/28/2022 I had previous claims out for repairs in which I had booked months in advance. **** canceling my home warranty without my consent would cause all my future repairs to be voided out due to cancelation, in which I explained to the representative on why I wouldnt have canceled placing my home in jeopardy of further damange due to delay of services. which in results was the reasoning of reinstatement. The actions of **** was done out of retaliation from our conversation followed by my review complaint.

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

  

  Business Response

  Date: 08/19/2022

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your rejection on July 29, 2022, correspondence regarding the complaint filed by ************************ 
  
  
  Upon receiving the above referenced matter,we (PHS) do not cancel account without customer requesting cancellation or per our terms and conditions page 12 section 10. states (You may cancel this Agreement at any time as described below by calling the tollfree number listed on the Letter or providing cancellation in writing to: Warranty Program, **************************************************** 60566-7042.Company may cancel this Agreement prior to the end of the current twelve (12)month term for fraud, exploitation of program, abuse, material misrepresentation, non-payment by You, for violation of any of the terms and conditions of this Agreement). If the case of ************** the call on 7/28/22 was reviewed and confirmed ************** informed escalation specialist, that she is cancelling warranty plans, specialist followed customer request by cancelling.Specialist was not able to give confirmation of cancellation due to Ms. ****** ended call with specialist before confirming the cancellation. ************** called in on 7/29/22 requested for plans to be back and now has active coverage for warranty plans and did not cause issues on account, regarding her warranty plans. 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.