Be careful with these people. I have been with them for awhile and have had some occasional problems such as double billing. That's their favorite! I recently went to cancel them prior to my vacation and let them know that my home was closing in August. The person I spoke with would not have it and said that I should keep it going at least until my property closed. When I finally called them after it closed, they do not take in consideration that you initially called & they tried to bill me for two billing cycles. But they act like their doing you a favor by waiving one of them, but your stuck paying an extra month, even if someone else owns the home. Be careful with them. Take good notes when you talk to them or record it just as they are doing. read more

Update: my daughter and I are currently out of state but I received word from my parents that the technician came out at 8 am to get the old parts and came back by 11 to fix and get the AC up and running. Thank you. read more

scam alert!!! do not waste a dime on this company! if i could do zero stars i would!!!! repair men are uneducated and home solutions will deny your claim no matter what even if its over 30 day waiting period!!! wow!!! scamed me for 3 months of paying just to let me know they wont cover anything!!! on any repairs they only cover up to $400 and they wouldn't even cover that!!!! they just said we are denying your claim and there is nothing you can do... very rude customer service and uneducated technicians!!!! do not waste money on this service!!!! scam!!! scam!!! scam!!! read more

I had Pivotal send their local repair company here for my annual heating system check. The technician said the boiler's leak was from an internal part that was not covered by their warranty. When I spoke to the customer service they were unable to tell me why the parts were not covered. Their local rep quoted a price for a new boiler but would not tell me the name, capacity or model of the new boiler they proposed. I had my plumber replace the boiler and immediately cancelled my renewal payment. It took several days to cancel. Pivotal then charged me a pro rata amount for the time the new "warranty" payment was in dispute. The Pivotal rep was useless when I called to dispute the charge. Given their unwillingness to honor the warranty and their payment policy I strongly recommend folks look elsewhere. Eversource should find a more reliable service company to assist their customers. I wish I had read the Yelp reviews before I extended my service contract last year. read more

This company took over the service contracts from my local energy company. I decided not to renew the contract but Pivotal kept billing me for part of the year for about $75. I wrote and cancelled. They kept billing me $75, then billed me for $0, then for $-75. Then they picked up again with the $75 bills. My assistant called them and they basically blew her off. So I called today and badgered them until a supervisor agreed to close my account with a $0 balance. We'll see if they follow through. Avoid avoid avoid. read more

Now reading everything it makes me sick. I am surprised that Nicor does not take action to fight them for the false pretense. So like many already have posted it is currently -50 below zero. Our furnace, which was upgraded and installed by Nicor Services, went out with allegedly a 15 year warranty. We are only 8 years in. We called Nicor Home Solutions, Like many waited about an hour on hold until they answered. They were able to get a tech out, but several hours later. Temp dropping rapidly in house, starting to worry about water pipes freezing. In meantime we were able to switch toggle on furnace and it started. By time tech got there it was getting into the 60's in the house and he fiddled with furnace and could not find any problem. Fast foward to 12am and furnace is out again, even colder and temps again rapidly dropping. LOL we played the phone wait game. We called the company that came out originally and the tech actually answered phone. He refused to come back out, even understanding the dangerous weather conditions and the plummeting temps in the house, stating that he makes no money off of it due to Nicor Home Solution warranty. This really boggled my mind as how was it my problem if they were contracted by Nicor Home Solutions. In any event we played the wait game for an hour on the emergency line with Nicor Home Solutions. With plummeting temps the best they could do was schedule an appointment for two days later. They made it clear they would void our Nicor Home Solutions warranty if we used another private carrier. We voiced our concern about the thousands of dollars of anticipated damage with the pipes that would surely freeze, not to mention pets and a special needs child. They seemed very unconcerned reiterating that they could get anybody out and we could not call a private service. Guess what. We called a private service at 1am and they were out within an hour and diagnosed and fixed the problem. In meantime I will be in process of cancelling with Nicor Home Solutions and I am sure that too will be a battle from what I have read. DO NOT BUY INTO THEIR SCAM! read more

Worst thing ever. Total scam... I have been on hold trying to cancel the service I don't want for over an hour. they just bill me and provide no service. Do not use NICOR HOME SOLUTIONS. read more

CATH P the exact same thing happened to me. Im a renter as well. The only difference is, I was paying a monthy charge of $ 4.95 and one of $16.95. Like you , I went paperless and had the money was withdrawn automatically, so I never really paid attention to my bill, until last month. My bill was doubled the normal rate. I called Nicor and thats when i found out about the additional fees on my account. This particular month Nicor Home Solutions charge me twice. Ive never signed up with Nicor home solutions. They have been charging me$22 a month for two years. I called them and just got the run around, was placed on hold for long periods of time, and Nicor Home Solutions is unable to provide proof of agreement, because I never agreed to it. Please beware!! Check your Nicor Bill monthly...Nicor Home Solutions will charge you without your permission...and yes they are thieves! read more

No and Avoid. This is a small office and no one there is capable. They would review my account and call me, yet they never did. When I called them, it was obvious they did not do any research into the account errors. They only believe what is in their computer notes, garbage in- garbage out. Their service calls for phantom appointments that were never scheduled, when you call the office Nicor HSolutions asks " why did you cancel?" Their managers there are not very helpful nor capable! Nicor now owes me $200 of services but they say they do not. Even though I prove to them their system is in error.. They will not take my notes.. Calls, dates, times, and names into account. I may have to file a lawsuit. The managers suddenly forget details of your calls they are on vacation or they have left for other employment. Miserable place. Plus their technicians they work with are not good. One tech raised my water temp on my water heater to dangerous levels, they never caught a missing retainer clasp on a hose that the original install failed to attach properly. This after having Nicole H solutions for 4 years, this hose finally wiggled off in my furnace and water leaked all over rusting the case. I inspected, found the leak and then saw the clamp just hanging loose on the hose, never properly installed as it had been for 4 years! I pay them to inspect and clean .... How did they miss this each time? Basically all they do is shoot compressed air to get some dust out of the furnace, and nothing more. read more

I signed up for a whole house contract 3 years ago. Initially I had great prompt service and they used to hire outside contractors for AC and Furnace repair but recently they have started using their own in-house technicians. These in-house technicians charge exorbitantly for their parts which are at least 8-9 times market prices. So eventually after diagnostic fees you always end up paying out of your pocket (They cover $ 400 incl parts and labor for each claim) every time they come in for any service. For eg. a brand new Honeywell thermostat costs $ 41 on Amazon but Nicor charged over $ 330 for the same identical part. If you call them - the standard response is that they don't negotiate on their list prices. Customer service has also gone downhill. wait times have increased considerably and you will be put on hold for 30 mins before someone can answer the phone. I am cancelling their contract. going to shop somewhere else. read more

Beware. Nicor Home Solutions billing scam. They bill your Nicor bill without your consent.

I have had and continue to have an amazing experience with this company and staff. No wonder this company is jd powers certified for several years running. Just recently I had my AC cleaned and checked and my technician came to my house on time. During my clean and check the tech educated me on my system and provided recommendations for a few programs the company offers. Every year I have had my maintenance and repairs done through this company and I have been very pleased! read more

Watch out! This is as close to a scam as possibly can be. I signed up with them for my sewer, gas and water lines plus my water heater. I had a problem with my sewer back up and they sent someone a day later to clean it out. Then I had to pay $2,600.00 to put a clean out in my front yard or they would not pay. So I did with their contractor after waiting three months, afterwards I started to have an issue, and they wanted to bill me $33,000.00 to replace an entire sewer line as opposed to address the small problem in the front yard. They left me with no reply or action for three months. My sewer was starting to back up and they still ignored me, so I went elsewhere and had it fixed with no assistance whatsoever from them. They do quick talking sale over the phone when you first call and then they cannot be found for an answer. I called dozens of times and wrote letters with no reply. When I asked for them to put their response of "NO" for repairing the one broken sewer tile in my yard in writing they refused to, so if you want to get in bed with a den of thieves call them. I have never experienced such inept, dishonest and deceitful a service organization in my entire life. I am so glad I went out on my own and found a reputable sewer contractor, because their repair quality is probably as horrific as their service to the consumer. read more

Can not agree more to already posted reviews for my recent experience from August 2015 until 11.4.15 cancellation of my Home Solution Contract! They were good at one point. Worst service since change of management may be, but I had first-hand experience of their bungling customer request this September 2015. It definitely seems that they want to make as much money as they can until people cancel their contracts upon reality check. Do not expect any service from them though even if you are regularly paying your premium/dues. I initially requested a service on 10.19.2015 for heating system mal-function; it is November 04, 2015 and after 3 no shows and 2 days off from work waiting for their tech to visit I finally decided to cancel my contract so called NICOR Home Protection COMPLETE a $120+/month I had been paying them for last 3/4 years! The representative did not have Basic Professionalism to cancel my contract retro-dated to 10.20.2015 since I did not get my request fulfilled. They are on track to be labelled as Total Scam; wake up Consumer Protection Bureau. If you try to cancel the Contract, someone will scare you of losing your coverage/benefits. Do not expect any service from NICOR HOME SOLUTIONS for now they are done. read more

Worst company to deal with. I would not spend the money on monthly payments to them. We had them for almost 9 years. We made 6 claims and they only approved 3 of them. Every time you have an issue you call a representative they tell you one thing, and then later find out that the info that was given to you is wrong. Then you ask to pull the "recorded" call to show that they gave you wrong info, and they say they review tape and still stand by their "denied" decision. What a waste of money when you pay for services that they just deny. Crazy that you pay for a service, but then they decide if they will cover it or not. read more

If you call for anything, you'll get the sales pitch for whatever home checkup feature you don't already have. I've spent a fortune in monthly payments for past 4 years, for furnace,AC, and gas and plumbing. I've used their services just 4 times for an annual clean & check of the furnace/AC. Each time it's a 6+ week wait for a furnace/AC cleaning. They give you a 4 hour window on the scheduled day, so it's a day off of work. They don't service on Saturdays. Every year its gotten worse. This year, when the contractor never showed up, Nicor said they'd have the contractor call me to reschedule. I waited a week, and no one called. I called Nicor again. This time they said the contractor told them I had the appointment date wrong. It was actually for the following month, which wouldn't work for me. There was no explanation on why the contractor never called to verify. Once again they said the contractor would call me to find a better date. I mentioned I was thinking of cancelling everything... so this time, the contractor did call. She offered me an even later date ... 2 1/2 months from my original call. She was not a pleasant person to speak with, nor apologetic at all for the confusion. Either she, or Nicor gave me the wrong date, although it's possible I wrote down the wrong date they quoted. In any case, such long waits for appointments, is not acceptable. So I said, no thanks to contractor for trying to reschedule to a date yet another month later, called Nicor Home Solutions a 3rd time and cancelled all my services. Being a good and faithful customer doesn't matter when you really need them. Feeling very foolish for spending all that money over the years. read more

This company mislead me into signing up for a service I did not need, I thought I was signing up for my gas service to be turned on. ive listen to the recording and the only part that they played for me was me saying yes not understanding clearly what the service was for. they would not let me listen to the whole recording. I never used there service because I was unaware I sign up for this. every month they charge me different charges. I notice lately my gas bill was getting more and more in the summer month so I called Vectren to inquire about my bill and they said it was because a third party charge and that how I found out about pivotal home solution. Im not a home owner and that's a service my owner should pay. I think Vectren is partially the blame for this. I know I should have paid more attention to my bill. they should not be allowed to be on the same phone call when ordering gas. clearly misleading people and proud of it . I will be letting people know about this. I cant say this wont happen to someone else. sad you all have been sued for this before. I will contact the right people for this situation. read more

UPDATE: After I posted negative reviews on Yelp and Facebook, they called me and said that they would resend the paperwork and that I would get the reimbursement I was entitled to. I filled out their paperwork included the paperwork from their repairman saying that the unit needed to be replaced, I included the service contract from the company that replaced my unit, and I included the make, model and serial number of the new unit. Apparently, that's not enough for Nicor Home Solutions/Pivotal Home Solutions (the fact that they rebrand themselves seems like another red flag that this is a dodgy company). They said I need to submit a "paid receipt/Merchandise and Service Summary." It seems to me that if they advertise reimbursement when a unit is beyond repair, they should pay that when their repairman says it is beyond repair. That should be the end of it. I should not need to prove that I paid $3000 for a new unit when their maximum reimbursement is $400. Do they really think that I have found a new central air conditioner for less than $400 installed and I am pocketing the cash? Even if I were, it wouldn't change the fact that they said they would cover repairs up to $400 or pay $400 if it was beyond repair. Despite the stupidity of their requirements, I did supply them with the documentation from the company that replaced my air conditioner. They have the make, model, serial number of the unit, the installers and what I paid. They still refuse to issue the reimbursement. ORIGINAL REVIEW: I have Nicor Home Services coverage for my furnace and air conditioner. In August 2015 I had one of their service people out to check my air conditioner. He said due to the age of the unit and cost of repairs, it should be replaced. At that time he said I would be contacted by someone to get an estimate for a new unit. After not being contacted by anyone, I called customer service to find out what vendors I could choose from and how I would get reimbursed. They said that I could choose any contractor for the job and that they would send me a reimbursement form. I received no reimbursement form and with fall approaching, I decided to wait for Spring to replace the unit since it wouldn't be needed for a while anyways. I had a new unit installed and just inquired about getting my reimbursement. Today I was told that since I didn't send in the reimbursement form within 90 days of when they claim to have sent it, Nicor Home Solutions will not be paying the reimbursement promised. Essentially, they took my money saying they would repair or reimburse for replacing my equipment. Their technicians couldn't repair my equipment and now I am being told they are refusing to reimburse me for the new equipment. This seems an awful lot like consumer fraud as far as I am concerned. I was told they would send my information to the claims department and that I should hear from them in a few days. When I asked for the phone number I could call to reach their claims people, I was told their claims people don't talk to customers. The customer service rep who had just finished explaining that he could do nothing to help me then gave me his extension number in case I want to call him and waste more time in the future. They are completely useless. Don't waste your money. read more

Such a great company loosing longtime customer with cheap policy. I have a furnace repair or replace agreement policy and technician literally wrote on work order to REPLACE FUNRNACE. Claim is denied in spite of submitting all evidences and many hours of calls with customer service. I have decided to take it to social media with no other options left out. read more

Yet again, pivotal failed. Our range stopped working and my mother called Pivotal earlier in the week to schedule to have our range repaired. The girl she spoke with (I will not post her name) scheduled the repair for Friday, July 20th, 2018 between the hours of 8am - 12pm. My mother sat and waited for someone to show up for 4 hours. She called Sears, whom Pivotal has a contract with for appliance repairs. The rep checked their system and saw that the customer care rep from Pivotal not only made 1 appointments but 2 appointments!? To make matters worse the rep told my mother that the rep from Pivotal made the appointment for Monday, July 23rd! The Sears rep explained what happened, when the Pivotal rep made the appointment with Sears, Sears contacted the rep back stating they can't make it for the 20th but they can do the 23rd. The Pivotal rep said ok but the Pivotal rep failed to notify my mother she changed my mothers appointment to the 23rd. Thus is so wrong and this is the 2nd time Pivotal has failed us. Also, they tried to sell my mother coverage for her hot water heater and of course she declined as she did have an HVAC contract and had such a horrible experience she cancelled that part. read more

I needed a quote for a new furnace. A sales person came and promised a quote. Never came. I called their office to enquire: he will send the quote, they promised. Nothing after 3-4 months. I went with Sears. read more

This is the worst service company that I have ever had to work with. NICOR Gas used to have a contracted service company in the past that NICOR handled the service calls and sent a local HVAC company to do the service. This all changed when Pivotal Home Solutions became the service group. I have made repeated requests for an email document with terms and conditions of the policy and after a wait of a month for the information nothing appears in any of my email folders. read more

No stars. I enrolled in NICOR Home Solutions in 2010 --- $9.95 per month for about 6 years (approx. 72 payments --- for sewer coverage, just in the event that my sewer pipe broke. (NICOR Home Solutions warranty was supposed to cover up to $4,000.00 in such expenses.) Well, the sewer pipe broke this year (2016). I called my trusted plumber, and after visual inspection, video scoping, and excavating with a back hoe (tractor), replacing the cast iron pipe through my foundation with PVC, backfilling with stone, replacing topsoil, flowers, and shrubbery, the job was done --- for about $5,800.00. When I called NICOR Home Solutions, telephone rep "Jasmin" and I --- with 3 or 4 lengthy holds while she conferred with her supervisor --- were on the line nearly one hour. She kept on referring me to the "fine print" in the Sewer Terms and Conditions that stated I was supposed to call NICOR first and have them send their approved plumbers to my home. I was forbidden to use anyone else. Therefore, NICOR would not reimburse me for any repairs. They also refused to reimburse me for the roughly $700.00 in insurance premiums I paid monthly ($9.95/mo.) for the coverage. In retrospect --- after reading other Yelp reviews about the poor quality of NICOR Home Solutions technicians --- I'm happy we selected our trusted plumber. The only consolation is that I know the job was done correctly, with low probability of future problems. I feel that NICOR Home Solutions is an unfortunate scam. They know that homeowners wish to avoid raw sewage backing up into their laundry rooms or bathrooms, so they are counting on homeowners to call for emergency service before reading the "fine print" about calling NICOR first. NICOR Home Solutions advertises the $4,000.00 sewer coverage fully expecting they'll never have to reimburse the homeowner because the typical homeowner's first priority is solving the problem --- and avoiding raw sewage in his or her home --- and not focusing on digging up the NICOR Home Solutions Terms and Conditions. One wonders if NICOR Home Solutions has paid any claims. Yes, NICOR Home Solutions legally can deny my claim because I did not call them first. But in good faith, ethically and morally, NICOR Home Solutions could have either reimbursed me for my previous payments and/or shared in some of the $5,800.00 cost as a gesture of good faith. Very disappointing that NICOR Home Solutions is such a disreputable organization. My advice: Don't buy into any of their plans. You'll lose your money. Better to put your dollars into a savings account. If you have signed up, or are planning on it, you better read all of the TERMS AND CONDITIONS if you hope to receive any reimbursement. Al. E. read more

They do not deserve the one star but have no other choice. I also signed up for their service plan once NSTAR sold out to this company. They want your money but do not want to cover the service that is required! For this reason I dropped the service after two months. Now I have been waiting for 6 months to be reimbursed! Customer service is very adept at giving you a complete run around! One day the refund has been approved, the next day they don't know what happened to it. If you go with them be prepared to waste hours on the phone regarding one issue or another. read more

I had a gas heating plan with our gas company (nstar) for about five years. Last summer Nstar sold our plans to pivotal. In October my heating breaks, I called pivotal because they are the new company tasked with repairing my system.. They basically said they don't have their own repairmen for my area, so I had to call my own repair person and then send them the bill. The main reason I got a home heating plan was so I would have the comfort of knowing that I could call someone and have them come when my system breaks. Having to call my own repairman kinda defeated the purpose of buying the plan. When I called back a few times to ask questions, they had an attitude of "why are you bothering me". I notice too that at the end of the call there is a survey, most of the reps wait for you to hang up first so the survey doesn't happen. read more

If only I had known!! This company is such a joke. Last November 13,2017 our heat went out. Called Pivotal and waited forever for someone to even answer the call. I explained that our heat was out and that it was 11 degrees outside. They said that they would have someone contact me. When they did not, I called back and they told me that it would be about three or four days until they could send someone out. Are you kidding me? Unfortunately they were not. They said that I could find someone and pay them and that I could get reimbursed. Try and find someone in the dead of winter, not going to happen. So as a last resort I called the Mayor's office and someone took mercy on me and called Pivotal herself. Well thank God for her because her threats worked and they had someone out to my house in a couple of hours. Now almost a year later my heat goes out again. So I called at 12:25am on Oct. 23,2018 and surprisingly someone answered the phone. I explained my situation and was told that they don't come out in the middle of the night and that someone would contact me between 8am and 12pm. Just as I expected, nobody called me. So once again I called and now I'm on hold for 1 1/2 hrs before anyone answers. Finally a very nice woman said that she would look into it when I told her that I had not received a call from a contractor. Yet again, no contractors available until maybe tomorrow. But, I could hire my own and be reimbursed once they assess the problem and call Pivotal for approval. This time I did find a contractor who will be here this evening. Fingers crossed that I don't run into any problems and that I get reimbursed in a timely manner. Pivotal GET YOUR ACT TOGETHER!!! read more

I can't even get a phone call back on my service contract! Some woman took my call a few weeks ago (she was rude and talked down to me) and she said I would be billed for my new service contract and then NOTHING! Is there any other HVAC warranty company around???? With the rest of the comments I don't trust this establishment AT ALL! read more

Called pivotal home solutions this morning with a heating problem. Waited four hours only to find out they did'nt have anyone in the area to help me. I never had this trouble with the ever source plan. I won't ever pay for this service again. read more

Don't give this company a penny of your money. They are stealing from every customer who signs with them. I make a legitimate claim and they say it's not covered for "faulty workmanship" on a sewer line when work was never performed. I called the Village and checked the permit history for sewer work and none has ever been performed. These guys are crooks! Double check your Nicor bill to make sure NONE of your money is going to this scam company!! read more

Do not go with Nicor Home solutions. They say one thing and bill you another. This is nothing but a scam. Their max coverage of $400 is a farce. Their installation charge is exorbitant. they charge $225 for a faucet installation. Their customer service is terrible and they hangup phones if you question them.You are better off from Total protect or AHS than Nicor Home solutions. read more

this company drums up business for their contractors. i have been a faithful customer with n.h.s. for 2 and half months paying 73.00 monthly for complete home coverage i requested service three times each contractor repair bill is well over the 400.00 nicor allows even for the simples jobs. i requested service for my 6yrs refrigerator for a small leak under the unit... a repairman from a&g repair came to my home and proceeded to rip the rubber seal in the doors and take pictures informed me this was the problem it it will cost me money to repair... so i said why is my food still frozen... he writes on the invoice and needed me to sign. i proceeded to read the invoice and he snatch the form right out of my hands told me it was none of my business. needless to say i was shocked. this confirmed my suspicions. 1st repairman $1100.00 water tank replacement center guard plumbing 2nd 700.00 furnace mother board replacement. there is elderly people are beening scammed with this company.. im one of them. i have contacted nicor solutions serveral times concerning this matter so they have my phone# and email!!! again nicor home solutions is a scam!!! stay clear of this company!! read more

Terrible experience. I should have known better. In March 2018 our water heater was having problems keeping up with the load. Since I had the home solutions warranty, i called them to schedule an inspection. A service technician showed up, inspected the water heater, condemned it. Since we were not going to be in the home for a few months I called the customer service line and asked them about not getting the work done right away, they informed me that i had up to one year to change the unit. Now, it is November 2018, I changed it out this week, I called them to inform them that i needed to finish the claim so i would be reimbursed the 400.00 dollars that my warranty covered, they informed me that the claim had been closed out and i had to start over on the process. Great, except that i had already done the work. I tried to talk to the customer service rep about why i was told i had a year to complete the work, he informed me that i was given bad information, the claim was only good for one month. No budging, I was just out the 400.00. Not much that i can do at this point, looked over the claim, it doesn't say anywhere that it was only good for a month, doesn't really say anything about the year either. Soooo quess i am just stuck. Lesson learned. None of the home warranties are any good, regardless of who they are. If i could give them a rating of less than 1 I would. BUYER BEWARE!!!! read more

Horrible, Horrible! i regret ever signing up. They will waste your time with technicians coming to your house everyday and will never replace even if its unfixable. Im frustrated with Nicor home solutions service. First of all they will send you cheap technicians until you insist you want a different one, ask them for a list of their contractor and look at reviews and select your own otherwise they will send you the bad ones because they pau less money for those ones. I have leaky faucets, they have sent plumber 3 times to my home already and the faucets are still leaking. they asked the plumber to tell me to get warranty from the faucet manufacturer instead of replacing it. So what is the use of getting Nicor warranty if I can call for manufacturers warranty. This is a rip off!! What I did not know is that if the repair is not possible, Nicor does not encourage contractors to replace. I signed up for the highest level to get covered for everything and now they refuse. I have called 3 times and now its taking over 45mins for someone to get on the line. That 45mins is worth $100 of my time. Im better off not having this service. I need this canceled and I need my money back for bad service Asked to cancel and to my surprise they are not even able to email you a confirmation but you just have to wait to see you bill the following month. And they are even telling me they will charge me for the rest of the month I am canceling I should have looked here first and seen all these dissatisfied customers! Whewww!! read more

We specifically asked if the coverage included the drain outside our backdoor and we were told that it did. We had problems years ago and it seemed like a good plan to get it covered. So now that we have had flooding due to this drain not working and flooding into the house we find out that "no, that's not covered. Only pipes that start inside the house then go outside". Needless to say that's not in their contract nor are the terms specified. What a waste of money and advertising when they say one thing and mean another. Nicor should drop them now. read more

My husband and I have a protection plan for our hot water heater. We have paid each year faithfully for 6 years. 3 days ago, our hot water tank died. We contacted this company and were completely shocked at the lack of training and knowledge each of their customer service representatives had. We were transferred to 3 different people and all were unable to answer the majority of the questions we had. With each question my husband asked, all replied they were unsure, placed my husband on hold for a great length of time, and finally came back saying he would need to be transferred to someone else. One agent even directed my husband to the FAQ page on your website and said they he could find his answers there. Upon reading that page we learned that the questions the agent did answer she answered incorrectly and gave my husband several pieces of incorrect information. We were then told a new hot water tank was not covered in our plan, but that we could lease one and the installation would be covered at no cost. We had several questions regarding the lease, none of which the service agents could answer, and again we were placed on hold for a great length of time. Finally, we agreed to lease the tank and have it installed today (8/1/16), between the hours of 8-12. You can imagine our surprised when at 10 minutes of 12, no one from this company had called us to verify they were coming. My husband then contacted the company again and was told that the service we had just agreed to, less than 24 hours before, was not even offered in our area. I am extremely upset at the agent's utter lack of knowledge. Every agent had our address, knew our service area, and not one agent said the service of installation and leasing was not offered where we live. We have now gone 3 days without hot water, are unable to shower, do dishes, or laundry. We have a two year old son who needs access to hot water for his asthma medication to work properly and have had to drive to our relative's house to access these things. My husband not only took the day off of work today but now had to take a second day off of work tomorrow to continue to speak with these agents to come to a solution. After speaking with multiple managers, we were offered a $50 and $75 dollar credit on the protection plan we have with the company. This truly is insulting. Due to the extreme negligence and lack of knowledge of these service agents, my husband and I are now forced to spend 1,300 to contract a plumber on our own, buy a new hot water tank, and have it installed. We are not done with his matter and will be continue to contact this company, asking to speak to a higher up manager regarding our claim. Not only do these service agents need re-training for their serious lack of skills, knowledge, and overall customer service skills, we are seeking a full refund of the $300.00 we have spent this year in your service plan. A service plan which could not even be used in our area when needed. We are also contacting the BBB as well as posting this matter on Facebook. We are extremely upset and dissatisfied with this company and service agents. read more

Horrible customer service......if ever I have to choose between two companies and one of them is NICOR, I will choose the other. This is the second year in a row our new AC has not worked correctly and last year it took a month to even get a NICOR to look at the AC. We have 4 receipts from them and they finally contracted out to Dykstra. Apparently they didn't fix the issue. Dykstra suggested putting in more air return tubes for our space pak unit and that was never completed. So this year our unit froze up and was not putting out enough air and the air it was circulating was warm. Called NICOR on Saturday. Of course, no one was sent out because of the weekend. Fastest appt was made for Monday. Employee came out and wrote on slip that our problem was going to his supervisor. It is now Thursday and no one has contacted us from NICOR. My husband called them and spoke to employee. He asked to speak to supervisor. Was placed on hold for 6 min. When employee returned to phone, he was unable to give my husband the name of the supervisor he spoke to. He stated he left him a msg with our reference number to our case and my husband's phone number. In the mean time, it has been 80-90's, we have small children and small pets in our home. We will be taking this issue farther. I'm wondering if our entire system needs to be replaced. No one seems to know what they are doing. I'm not sure I could hold my job if I didn't know what I was doing at work, but apparently they don't hold too high of standards at NICOR Home Solutions. Can we rate them no stars? read more

I have several 'bellies' in my line. Local plumbing company was in contact with Pivatol and someone came out and put little flags in my yard to mark the 'lines'. I assumed they were going to do work soon. A month went by and no work started. I called a local plumbing company and they said for me to call Pivatol. I called Pivatol and spoke to Leo. Leo said Pivatol considered the case closed because the work was already done. I told Leoo that NO work was done at all! The reopened the case. Local plumbing company came out a second time and scoped the line. Then they called me back and said Pivatol would also like to come out and take a look at the line using a camera. That was the third time. Pivatol came out, scoped the line and then told me that the several bellies in the line aren't covered because the flow is not 'impeded'. Scoped it 3x which tells me there is an issue. Needless to say, I wasn't happy. After discussing it with a local plumbing company, Pivatol called me back and said they WERE going to cover fixing the repair but they normally don't. Weeks go by. Nothing. I called the local plumbing company and I was told Pivatol backed out of the agreement to fix it. They didn't really tell me why. I called Pivatol and they told me the reason they weren't fixing it was because the 'issue' is in my neighbor yard and not mine. Apparently, our two sewer lines connect together and then go out to the main line. Not sure how they determined the issue was in my neighbors portion because they never scoped my neighbors line. I explained to Pivatol that the issue is not in my neighbors line because he's never had an issue and also that the 'issue' they are describing is some 30 feet from my house foundation and, in the past, when I've had someone come out to clear the line, the 'issue is only about 12 feet out from the house. Not 30 like Pivatol is claiming. I now have an attorney involved. My advise is to stay as far away from this company as possible. There are tons of other companies who are willing to work with the homeowner and WON'T go back on their promise to fix the issue and then back out! STAY AWAY! read more

Service is awful, save your money and find a good local plumber/heating service provider. I have had a heating system service contract for several years on a rental property, paid with credit card on annual auto renew and never needed the service till tonight. After waiting 30 minutes on hold for an customer service rep I finally got thru and spent several more minutes waiting for the rep to find the account......unbelievable! Then like so many other customers who have written reviews they had no one available in this area to service the no heat call......I was on my own to find a plumber then submit a request for reimbursement when job was complete.....I can only imagine how well that process would work. I asked to speak to a supervisor and was again put on hold for 10 minutes before a "supervisor" came on to explain that what I had been told was company policy and there was nothing more they could do. I requested the contract be terminated and my money be refunded. if you find yourself in the same position be sure to ask for a cancelation confirmation email or number......I'm sure I will be chasing them for my refund......AWFUL!!!! read more

I paid for the furnace, central air and hot water heater plan for more than 1 year. I had a furnace issue on 12/20/2017 and, through my own research, discovered that the problem was a seized inducer blower motor, probably due to normal wear and tear. I found the correct replacement motor for my Carrier furnace at Repairclinic.com for $46. I called Nicor Home Solutions and informed them of the issue. They sent a repair tech out same day, though it was nearly 12 hours later, who confirmed that it was a bad inducer motor. He informed me that the cost to repair would be approximately $500 out of pocket because Nicor Home Solutions only covered the first $400. I was shocked because the part that needed to be replaced was $46 online. He told me that it was not just the motor, but also a few grommets and screws and that's why the cost was more than $800 more than just the cost of the motor itself. The warranty service through Nicor Home Solutions was of no benefit to me in this instance. It did not shield me from any horrendous out-of-pocket costs. Further, I ended up replacing the motor myself and spent $146, which included $30 overnight shipping, and a bunch of extra grommets and screws that I didn't need. The repair took me 1 hour and 20 minutes. I believe that this service is either a scam to take advantage of the customer, in an effort to recoup past losses, or simply that the their HVAC partners are simply taking advantage by charging excessive costs. Another highly rated HVAC company, independent of Nicor Home Solutions, quoted me just under $600, more than $350 less than Nicor Home Solutions. read more

This company doesn't get customer service because like Comcast and AT&T they are a Chicagoland monopoly and they don't think they have to give a damn. They came 2 times to clean and check my AC and the first time the tech dialed the wrong number and left and the second time attempted to tell me it was my fault he left the first time...and then refused to work when I told him in no uncertain terms that he was wrong. If I could maintain my warranty and leave them I would...however I have to deal with them against my better judgement. read more