
Pivotal Home Solutions
Pivotal Home Solutions Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Pivotal Home Solutions has 1.2 star rating based on 57 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Good technicians, Many affordable plans, Service tech.
Cons: Shoddy customer service, Fraudelent, Being charged for something i never consented to.Recent recommendations regarding this business are as follows: "read reviews and BBB. if zero was an option then I would have chosen it.", "Rating do matter", "Great company !", "HORRIBLE. DO NOT PURCHASE FROM THIS COMPANY. DO YOUR RESEARCH BECAUSE THEY ONLY WANT YOUR MONEY. THEY WILL SELL YOU A FAULTY UNIT FOR 11K AND WILL NOT COME OUT TO REPAIR ANYTHING.", "Not to buy in".
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Pivotal Home Solutions has 1.2 star rating based on 57 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Good technicians, Many affordable plans, Service tech.
Cons: Shoddy customer service, Fraudelent, Being charged for something i never consented to.Recent recommendations regarding this business are as follows: "read reviews and BBB. if zero was an option then I would have chosen it.", "Rating do matter", "Great company !", "HORRIBLE. DO NOT PURCHASE FROM THIS COMPANY. DO YOUR RESEARCH BECAUSE THEY ONLY WANT YOUR MONEY. THEY WILL SELL YOU A FAULTY UNIT FOR 11K AND WILL NOT COME OUT TO REPAIR ANYTHING.", "Not to buy in".
Most users ask Pivotal Home Solutions for the refund as a solution to their issues.
Consumers are not pleased with Exchange, Refund and Cancellation Policy and Reliability. The price level of this organization is high according to consumer reviews.
Media from reviews










Washer repair
Reported washer problem Aug 23
Appt Sept 6 no show
Appt Sept 9 no show
There are 20 appliance services within 15 miles of us yet seems we cant get service
Very unhappy with service
Please contact us
Still waiting for another appt
Was on phone yesterday for 20 minutes trying to get another
Preferred solution: Washer fixed
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |Faulty 11k AC UNIT
IF I COULD RATE THIS COMPANY 0 STARS I WOULD. THIS COMPANY IS A TOTAL SCAM.
THEY CAME OUT TO CHECK OUR AC UNIT AND THE TECHNICIAN TOLD US THAT WE NEEDED A NEW UNIT BECAUSE THE UNIT WE HAD WAS OLD. WE PURCHASED A BRAND NEW 11K UNIT FROM PIVOTAL. A CARRIER. THE UNIT WAS INSTALLED 2 WEEKS AGO AND ALREADY A BRAND NEW 11K UNIT IS BREAKING DOWN.
I HAVE CALLED THIS COMPANY MULTIPLE TIMES TO HAVE A TECHNICIAN COME OUT TO REPAIR IT. THEY HAVE SENT A TECHNICIAN TWICE WITHIN THE 2 WEEKS WE HAVE HAD THE UNIT. THE TECHNICIAN WAS SUPPOSED TO RETURN TODAY TO REPAIR THE UNIT AND ONCE AGAIN THE TECH DID NOT COME OUT STATING THAT HE HAS TO GET THE PART. THIS IS SUPPOSE TO BE A BRAND NEW UNIT SO WHY IS IT CONTINUOUSLY BREAKING DOWN.
I HAVE A SON WHO HAS SEVERE ASTHMA AND IT IS HOT WHERE I LIVE. I SHOULD NOT HAVE TO CONSTANTLY CALL FOR A BRAND NEW AC UNIT THAT HASN'T EVEN BEEN IN MY HOME FOR 4 WEEKS. IT SHOULD NOT BE BREAKING DOWN. ALL I WANT IS MY MONEY BACK SO I CAN GO WITH A LEGIT COMPANY THAT DOESN'T SELL THEIR CUSTOMERS FAULTY UNITS AND DOESN'T REPAIR THEM WHEN THEY BREAK DOWN.
PLEASE DO NOT PURCHASE THIS HOME WARRANTY OR ANYTHING ELSE FROM THIS HOME WARRANTY COMPANY.
THEY ARE TOTAL RIPP OFFS AND SCAMMERS AND I HAVE LET THE NEWS REPORTERS KNOW WHAT IS GOING ON SO THAT NO ONE ELSE HAS TO GO THROUGH WHAT WE ARE EXPERIENCING NOW. RESEARCH AND DO YOUR HOMEWORK BECAUSE ALL THIS COMPANY WANTS IS YOUR MONEY.
- Horrible service
- Horrible company
Preferred solution: Full refund
User's recommendation: HORRIBLE. DO NOT PURCHASE FROM THIS COMPANY. DO YOUR RESEARCH BECAUSE THEY ONLY WANT YOUR MONEY. THEY WILL SELL YOU A FAULTY UNIT FOR 11K AND WILL NOT COME OUT TO REPAIR ANYTHING.
Very limited service contractors. Nearly one for each system. Poor customer service and the companies they use
Had a company come out for gas heater issues. The company did not perform the work as a part was needed.
The company never called and never return to do the job. I did all the follow-up calls. Then Home Pivot allowed me to get my own company, but I had to pay, turn in required paperwork, and then get reimbursed up to an allotted amount. My reimbursement never came.
I never received a phone call from them along the entire experience. The caliber of companies they use are subpar at best.
I do not recommend home warranty company. Dissatisfied customer.
User's recommendation: read reviews and BBB. if zero was an option then I would have chosen it.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTried to cancel service
I tried to cancel my service and got nothing but arguments about how great my plan was the guy would not listen to me, I decided to change when I got stood up on July 7th and wasted a whole day waiting for my call for air conditioner cleaning, I looked at my bill and found out I was paying 140 dollars a month to much compared to a top-rated home warranty company. Needless to say, I have a top-rated company now not a company that has a 1.1 rating on a 1 to 5 scale with 5 being the top rating. If you use Pivotal watch your bill and compare it to the top 5 companies you will save money and get better service on the phone and with the contractors.
- Some techs are nice
- Never keep appointments
- Its a horrible company office people are rude
Preferred solution: Proof of cancellation
User's recommendation: Rating do matter
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPay a bill
A customer service call. The customer service employee was very professional and efficient. He was also very thorough, and asked me if I had anymore questions at the end of the call.
User's recommendation: Great company !!

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |Mysterious double charge every 6 months
Now I get this WELCOME to your NEW service from Pivotal Home Solutions TODAY. The DAY BEFORE my CANCLEATION DATE!
And it is 10 dollars more than what I was originally paying. WTF.........
So, I get a program cancelation notice finally to prove I did call and cancel. But check the date Supposably I will be canceling TOMORROW the 5th as I got this notice on the 2nd.
Nice that they had to lie to get that extra PRORATED time. And finally, a description of the program coverage, as I had NO IDEA what I was even paying for in the first place.
Waiting for my next bill to see if I still have the service or if it was truly canceled and what the "PRORATED" bill will be.
After speaking with a rep and being told I had to do several things and agree to a few others I could cancel. At some point the rep asked to verify I wanted to cancel my GAS service at which point I got a little upset and threatened to sue and suddenly got transferred to a cancelation rep who "Woman-splaned" me why my bill was so high and some other stuff that she tried to make as it was MY fault.
She told me it is canceled, and I responsible to pay a PRORATED bill AND the previous BALANCE.
Mind you I have been a customer for 15 years. I still have NO idea what they offer or even what they cover.
So, either Nicor is scamming or Pivotal is. And seeing that Nicor directs you to them for that or any billing questions for that service, my guess is Pivotal is doing the scamming.
- Extra 25 dollars a month for a mystery service
Preferred solution: Just don't want to pay and then overpay for that "service" any more
User's recommendation: CANCLE or DO NOT sign up
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPivotal Home Solutions refuses to reimburse my justifiable claim. My sewer collapsed and they do or say virtually anything to keep from paying. Is this some sort of discrimination? Thanks
I’m still trying to get my justifiable claim resolved. Pivotal has told the better business bureau and the attorney general that they offered to refund my monthly payments.
That was a lie.
I even contacted them multiple times, I can’t even get a dollar amount that they supposedly offered me. Nothing.
My sewer collapsed and even though I have insurance from them, the refuse to reimburse. This has been going on for over 4 months.
They dont even tell me why? Ive sent an itemized invoice, and pictures.
I can also provide written statements from the supervisor that came out to do the work, as well as the city inspector, both verifying that it was indeed a rusted out cast iron pipe. And that is covered under my insurance
- Stonewall and dont reimburse
Preferred solution: Full refund
User's recommendation: Class action lawsuit against this company?
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerDenied claim
I paid in since 2005 now paying 40. Per month.
Had to put new water line in emergency because basement flooding. Denied claim.
Terrible have never put in a claim before. Dont recommend them
- Would not pay emergency claim
Preferred solution: Full refund
User's recommendation: Not to buy in
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |Unauthorized charges
Unauthorized charges
Pivotal Home Solutions has been charging us $15.95 per month for 36 months. This was noticed today on our Nicor bill.
We called the company, which we had never heard of before, and explained the situation. We had never contracted with them. They said that they sent us messages through email which we never received. When we asked for the email address, it was wrong.
They have taken almost $600 from us. They were charging us for an annual inspection on the furnace and air conditioner. This is some thing that we do every year and for the last three years we have paid for it. We asked them to reimburse us for those invoices which would amount to about $300 and they refused to do that as well.
This is one of the biggest scams that Ive ever heard of.
We are senior citizens and cannot afford to lose that money. We were on the phone with them for over an hour and they absolutely refuse to give out names or to transfer you over to a supervisor.
- Being charged for something i never consented to
- Shoddy customer service
- Fraudelent
Preferred solution: Full refund
User's recommendation: Run
Very poor service
Called to verify on reimbursement and they female representative informed me that she would help with that and then she told me that on top of her head she could not file the reimbursement.
when I told her that I wanted to cancel the services, she said that she was going to double check and I told her that I just wanted to cancel the services, she put me on hold for the cancelation department and a few minutes after waiting I got hang up.
Poor service and gone from bad to worse!
Account #202****. Called to set up for an Annual Furnace tune-up two months in advance.
No show and no one even called. When I called they said they were busy!!
Next appointment after two weeks and someone
would call tomorrow to confirm. Again, no phone call; I have been a customer for over 8-9 years and this is not the first time this has happened.
Wonder why a customer should call again and again and spend an hour to reschedule an appointment they were careful to call to set up two months
ahead of time!!
User's recommendation: Look are more reviews before you make a decision to sign up.
Unauthorized charges from this scam company
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 206****.
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.gutierrez@***.com) (phone number 618-433-****) 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-********/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.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |The Supreme Run Around
Pivotal dispatch called asked if I could move my Tuesday appointment to today, said the maintenance tech could be there in 10 min. After 15 min I called as this would not work I had to leave and that I wanted the original Tuesday appointment.
I was told they could no longer make the Tuesday
appointment due to the weather, weather for Tuesday is sunny. Next available appointment August 18 summer is over by then.
They lied truth
is they gave my appointment away. Chatted on line with two different people and no one can fix this going to cancel the policy done with incompetent people.
Preferred solution: Deliver product or service ordered
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNo heat for 2 days!
Having been a Pivotal Home Solutions heating repair plan customer for the past 5 years I will relate my experiences here. The quick facts: If you are looking for a company that will cover your heating system failures by appointment, Pivotal can be a good choice.
However, if youre thinking that they are going to get your broken heating system repaired on the same cold weather day that you call, then you better look elsewhere
I have had a heating system repair plan with Pivotal since about 2015 when my gas &;;;;;;;;;;; electric provider (Nstar/Eversource) gave up their service division and referred all customers to Pivotal. I pay about 180.00 per year for a heating plan repair contract for my gas fired hot water boiler.
I first had the opportunity to take advantage of my plan benefit in 2019 when I noticed my boiler blowing off water from a high-pressure relief valve. This did not prevent the function of my heating system, however I knew that it should be addressed. I called Pivotal and they assigned an independent heating repair company to come out and look at my issue within a weeks time.
The problem was diagnosed as a failed expansion tank and it was replaced at no charge to me. Thank you Pivotal.
More recentlyI woke up on a 40-degree Sunday morning to find my house cold (about 58-degrees inside) with no heat. I noticed that the thermostat was calling for heat but the boiler was not firing and the boilers pilot was out. I tried to relight the pilot several times to no avail.
My presumption was a failed thermocouple preventing the pilot from staying lit as this had happened in the past prior to my having a plan with Pivotal.
Around 10:30 AM now, I called Pivotals 888 number and got a message stating that I could wait on hold or get a call back in approximately 25 minutes. I decided for the call back option. I did receive a call back about 20 minutes later, but no one was on the line when I answered. I waited a bit for a recall and did not get one.
I then called and selected the call back option again. About 15 minutes after this call I then received a call back and spoke to a female representative who was helpful, although somewhat hard to understand as there was a slight dialect barrier. She took all my information and verified that I had a heating service plan with Pivotal and stated that I would receive a call back within 2-4 hours, and that if no heating service was located that I may be approved to search for a provider on my own for later reimbursement. She also gave me a claim number.
After 4 hours passed (now 3PM) and no call back I then called and waited my turn in que to speak with someone.
After approximately 10 minutes, the on-hold message stopped and it sounded like someone picked up as I could now hear a small child crying in the background. I was then disconnected and sent to some sort of survey response. After the survey ended the line was disconnected.
I then called back again and waited another 10 minutes and a representative answered who sounded like the same person from early this morning although she did not provide any name. I explained that I still had no heat, I had a claim number and that no one called back in the 24-hour window as was promised.
The representative then apologized and stated that I did not get a call back because they had not yet found anyone to come out to look at my heating system. She stated she was going to escalate my claim. I never received any call back that evening and decided to break out several spare electric heaters to begin heating my house for the night.
The next morning (Monday around 8am) I called Pivotal again and was advised that a heating repair company in Bridgewater MA had been located and that they would be calling me to set up a service appointment.
At approximately 11AM I then received a telephone call from a heating repair company in Fall River, MA. Being now somewhat confused, I asked if they were the same company in Bridgewater, MA that was supposed to call me about the repair.
I was then told that the company in Bridgewater had declined the job so they were assigned and could come out tomorrow (Tuesday) between noon and 4pm to look at my heating system. Although I did not want to go yet another day without heat, I reluctantly agreed to this appointment.
I then went onto the Pivotal web site and found a link for a contact to Contact the office of the [company] president. I clicked this link and filled out my contact information and I typed a summary of what had transpired with my no heat issue. I did receive a call that same afternoon from a Tamara stating that she had red my email.
Tamara was apologetic and stated that they did not have control over the service providers schedules and that Tuesday afternoon was the soonest that my heating system could be looked at.
Bottom line is that I lost my heat on a Sunday morning and it was not until Tuesday afternoon that I finally had heat after Pivotal sent a heating company to look at my boiler. They found a failed thermocouple and replaced it.
To summarize, if you think that having a protection plan with Pivotal is going to give you 24/7 access to fast repairs you had better think again. You will have 24/7 access to speaking with a representative at Pivotal, and they will eventually find a provider to get your heating system going again. However, be it cold weather or not, you are going to wait for whatever provider Pivotal can find that will accept the job.
In my case, after 2 cold days had passed, I finally had heat again.
Thank God it was not mid-January temps!
Needless to say, after this experience I am not going to bother to renew in 2022. I think I will take the chance in hopes that I can find a repair company that will come out sooner during an equipment breakdown.
- Many affordable plans
Preferred solution: Let the company propose a solution
User's recommendation: Good for repairs by appointment. Bad for service emergencies
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |Worst Seevice Ever
Liars...Disrespectful and Dismissive
Everything not covered
Always out of pocket costs
Customer Service language barrier
Supervisor never available
No resolution
Going on 5 days No service yet.
On hold while you wait for a supervisor (who never answers)
No return calls when they return your call (deadline No one is on the other line)
Shame I have to file all these complaints and post to all the sites but today I'm doing just that and will be calling Channel 5 Investigators (let's see if they get a response)
Preferred solution: Until I hear from them I'm pursuing the case
User's recommendation: Don't buy the service
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |Trying to scam me out of more money!
no contact from Pivotal - they continue to bill me for additional $39 after sending me the "final" bill that has been paid. I don't care how they explain the charges - it doesn't make up for the fact that I have a bill marked final after my plan was cancelled which I paid.
I received a "departure" letter on 12/21/21 stating my account had been cancelled and I owed an outstanding balance of $49.50 and said "this amount includes only those charges billed while the contract was in effect". I finally found on online payment site and made that payment on 1/10/22, thinking I was free of them. Now I'm receiving more bills saying I owe $89.10 and they are still charging the monthly $9.99 with a past due amount.
I verified the plan is cancelled. When I do get someone on the phone, they repeat the same thing - I still owe $39 but have no idea where they are getting their figures - and I've been hung up on twice today!
- Deceptive business practices
Preferred solution: to stop billing me for something I don't owe!
User's recommendation: read all comments before you decide!
About
, , , , American Water Solutions
Servicing customers for over 2 decades, Pivotal Home Solutions is an agency offering a full scale of repair and remodeling packages to home owners. Pivotal Home Solutions is a part of a Fortune 500 list company AGL Resources, Inc. Employing qualified HVAC systems repair professionals, skilled plumbers and technicians, PHS is a leading company when it comes to home maintenance. Repair, leasing, and home maintenance packages include warranty, appliance repair, air conditioning and heating, indoor gas line, and plumbing offerings. Pivotal Home owns such brands as Service Protection Group, NIPSCO Home Solutions, Chattanooga Home Solutions, and Pivotal Home Solutions for Eversource.

Pivotal Home Solutions is ranked 163 out of 545 in Household Services category
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