"Misquoted Coverage to Vendor ~ Questionable Follow-up"

Called to initiate a claim, Customer Service Representative (CSR) took info, explained process including a Pivotal approved vendor would contact me to set up assessment and eventual service as may be needed and that coverage dependent, customers typically may be subject to billable balance from vendor. Vendor contact, appointments and service went very well. Vendor great to deal with. Did receive a billable balance, which paid leaving $1K as what Pivotal would be covering. Later learned from Vendor that Pivotal had provided wrong information leaving me with the additional $1K balance. Called Customer Service to discuss and was told that did not have coverage yet CSR could not direct me to where in Policy this was stated. Said pages looked different from what I would have in hand . . . ??? Asked, regardless of pagination, in what Section number was it stated. CSR could not say. CSR understood my concern and opened investigation, saying that it was an internal process with no mechanism to inform customer about result and why they advise customers to call after 7 days. Again . . . ??? Please know that Pivotal CSRs were courteous and helpful to the extent, apparently, that Pivotal allows. But result ridiculous. Vendor acted upon information given to them by Pivotal where pertinent part of Policy language was provided to Vendor. Accordingly, believing there was $1,000 coverage, Vendor dropped bill reflecting such. Now I am stuck with surprise bill, CSR cannot share where in my Policy it says no coverage for my instance, and a private, in-house investigation is to occur where I will not be informed of result, nor any case/reference number assigned should I call after 7 days. IMO, Pivotal should take responsibility for their employee/manager who misquoted to Vendor 'all set, there is replacement coverage,' for this customer. Pivotal's communication/Policy reading error should not become my financial problem. Claim# 3904546

"Great service "

First I knew about this yearly check of pipes on gas lines.
Great service by Shawn.

"Immediate response"

Immediate response

"The guy that came to my home was…"

The guy that came to my home was fantastic

"They arrived on time and were very professional"

They arrived on time and were very professional, they completed the job and cleaned up after.

"Experience with Refrigerator and Washer…"

I don't remember exact dates but called and Pivotal Solutions about my Refigerator and Washer. They sent out a repairman three times between
late November and January. The 1st time they inspected the washer and refrigerator and determined that they needed part replacements. I decided not to replace the part for the fridge because I would have to pay money [which I don't remember being the policy in the past] but I did agree for a part for the Washer. On the second visit the repairman brought the replacement part for the washer, but said it was the wrong part, but he had been able to fix it anyway. That proved not to be the case, because the washer was stilll not working properly. I called again, a repairman came with another replacement part but was still not able to fix it. Finally they called and told me the washer would be "deemed" and I would be contacted for further instructions. [I'm still waiting] So I called the makers of the machine. They will come out and make repairs for which I will have to pay.

"The repair man thomas"

The repair man thomas
All around good person, repair man and knowledgeable

"Came out and fixed issue right away"

Came out and fixed issue right away

"TOLEDO"

TOLEDO, Ohio (WTVG/Gray News) - An Ohio woman has been without heat for nearly a week during freezing temperatures in the area.
Mary Lieter, 80, says her furnace has gone out, and a warranty company she's paid for 20 years is not addressing the issue.
"l've always been able to take care of myself, but this is one thing I can't seem to take care of," she said.
Lieter says she is worried as her days without heat are adding up.
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"It's all I need right now, I just need some heat in here," she said.
When her furnace went out, she believed the warranty company, Oncourse Home Solutions, would be responsive to her emergency needs, especially after a recent two-month hospital

"If I could give a 0 I would!!"

If I could give a 0 I would!!! How dare you to leave a 80 year old lady in a cold house and not even respond to her or the news report