Pivotal Home Solutions

What do I like about Pivot actually no stars works

We have used them when you when all you did was call and everything was set up for you

I am trying to have our dishwasher and stove repaired. We were told by PIVOT that we have NO PROVIDERS!
Someone please explain why we are paying a monthly charge (that continues to increase by the way) for service they cannot provide. We now have to track down our own provider, pay the bill and then submit it for reimbursement. Have little faith PIVOT will even reimbursement the amount we end up with.

Signed - unhappy old customer

Harold came to fix my kitchen faucet; he was professional, personable & friendly. He diagnosed the problem and got it working again. He explained and showed me what was going on. I appreciated his honesty and plumbing expertise. It was an awesome customer experience. I will request Harold for future plumbing needs and recommend you do the same!

This place has absolutely the worst service. Called on Friday at 9am and was given a claim number and was told that if we didn't receive a call within 4 hours to call back. Called back in 4 hours and was told we would be receiving a call before the end of the day. Call never came. Called back at 9:30 Saturday morning. First operator hung up on me. Called back and was told that it was confirmed that a technician would show to fix our broken AC between 1pm and 5pm. Called back at 4:30pm and was told the technician had an emergency and would not be showing up for the confirmed appointment and was not given a rescheduled appoint.

Each time you call, they spend 10 minutes asking you the same information over again even though you've already been assigned a claim number. It's 2023, even a database designed in the 1980s would have been able to associate this information. You are then put on hold for another 10 minutes while the operator calls the dispatcher to confirm an appointment (that never happens).

After two days, we have never received a return call, we've made 5 calls to follow-up and are still without AC with temps around 90.

Harold and Jay were great. However, scheduling was atrocious. The plumbers were scheduled to come on Monday. No one ever came. We called scheduling. They admitted they had made a mistake. Then today, when we actually received service, scheduling had given us the window of 8 am to noon. We finally received service at about 2 pm. Your schedulers have to know that they are not doing their jobs properly. And if you would like to keep me as a customer you better get your act together. I have been a customer for many years and have never experienced this before. I know there have been procedural changes at Pivitol Home Solutions. I hope the scheduling service I received for this service are not a reflection of things to came from you.

I pay Pivotal a monthly fee for annual maintenance of my 2 a/c’s and furnaces. Last year, when servicing the furnaces, they forgot to turn on the water to my humidifiers—I discovered that 2 months later. This year was worse. After servicing my furnaces one furnace quit working because debris was in my intake PVC air pipe. And this omission was discovered only 3 weeks after servicing! In addition, the emergency repair person (costing me $224) found easily visual damage in one of my heat exchangers—potentially dangerous (CO fumes emitted)—photos were shown to me—something Pivotal should have found and brought to my attention. The emergency repair service was referred to me by Pivotal. What good is annual maintenance if they don’t perform their job?

Update after contacting Pivotal. They refused to acknowledge their error and offered me a token amount to compensate me for the charge I paid to have the furnace properly cleaned in the first place. Photos of the debris found in my pvc inlet pipe and the cracked heat exchanger are attached.

Update 2. I expected a follow-up from Pivotal after posting this review. Nope. You would think, a reliable company, after reading this review and viewing the attached photos would promptly try and make the customer happy and to update the review accordingly. Operators are standing by for this follow up call.

Fantastic service from Miguel Melchor! He was incredibly professional and helped me find the right options to replace a run-down heating and cooling system. Miguel was also worked hard to get the work scheduled as quickly as possible over a holiday weekend. I would highly recommend him to others!

Horrible service you pay all this money monthly and no service providers are available! I've spoken to agents that know what they are doing and I've spoken to agents that are completely clueless! The Managers never want to take a phone call to resolve issues they will do anything to avoid a phone call instead of stepping up and actually doing their jobs like they are supposed to. They promise reimbursement but never actually follow up on the process it will most likely be denied. They higher people from overseas to take the majority of the calls and who are obviously not held to the same standards as US agents. This is a perfect example of a corporation taking advantage of the average everyday hardworking American as the company profits off of the little people. This is an absolute scam and the leaders of this company should be ashamed on how they conduct a business. I've spoken to agents that absolutely care about the customers who are no longer with Pivotal because of their unethical business practices. They constantly increase their prices to make more money instead of trying to retain their original customer base. The technicians do not show when you have an appointment nor do they let you know that a tech will not be able to make it out to you... and you are forced to constantly reschedule appointments that are put off until MONTHS later and they still do not show. This is a SCAM company that once again profits off of the average hardworking American and retirees just to make a quick buck. They do not care about you or the issues you face. AVOID THIS COMPANY AT ALL COST!

After he called to inform me he was on his way, and when he arrived he wanted to go straight to the problem we were having. Thank you Jermon Thurman for you professionalism. After waiting for two weeks to have a job done Mr Thurman helped us in a timely manner. But Customer Service is very poor not able to make appointments, or understand We are paying for this service. We should be valued as VIP.

Ross Latimer, was my home tech and sale rep. He's always professional and pleasant. I love how he keeps me abreast of all the latest technologies In the heating and cooling industry. Plus he always gives my air conditioning and heating system a very good cleaning. He's extremely pleasant.
It's a pleasure to have Ross, to service our home. I give Ross An overwhelming five stars. ⭐️⭐️⭐️⭐️⭐️ Thank you so much for having such professional technicians under you umbrella.

I have been with Pivotal Home Solutions since moving into my home in December 2014. We signed up with their basic service and with good experience increased our membership services. Since 2018 Pivotal has lost most of the providers for Southern Indiana and from the Google reviews, several other areas within the state. They continue to sell their services only to inform the consumer there are no providers and will have to utilize reimbursement program. We then get charged full price from repair companies not the negotiated contract provider rate Pivotal pays when their providers come out. The reimbursement takes on average 2-6, months of no communication or denial emails before getting your reimbursement.

In September 2022 I called to cancel due to this exact complaint. Was told I would be credited on my bill until January in order not to cancel and by then Pivotal should have new providers in my area. Come Next 3 months I had 0 charges on my gas bill, only to be back charged in December for all 4 months. When reviewing Nov bill I noticed it also was back charged. Upon phone calls on 1/3 I was told I was credited for those months. They then could not provide me any new providers so she would forward me to customer relations, to get current month credited. I called today as no billing charges have been removed only to be told nothing they could do and management does not take calls. After 60 mins she claimed my bill will be credited $200 but manager will call in 48hrs to let me know nothing else can be done. My statements match my complaint and prove they have shady business practices, warranting my Attorney General complaint. And yes I've emailed their Google complaint email too.