Pivotal Home Solutions

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We have paid for air conditioner coverage (amongst other things) through our NIPSCO bill for years and never needed to use it until just a couple days ago when we came home from work at found our home at 86 degrees. We called Nipsco Home Solutions (aka E.S.P., aka Pivitol) on 7-27 and they picked a heating and air company (COE) for us and said that company would call us to set an appointment. By around 9am the next day, we were sick of waiting and called the company ourselves to schedule. Of course, they didn't have any openings that day, so we had to wait until the 29th. They wouldn't give us any sort of time-frame and I told them that my fiance had to be at work by 3. They said it would be done by then. Good enough...?



2:30 rolls around and my fiance texts me saying they still haven't shown up. I call COE to see if they even plan on coming and they say "yeah, you're next on the list," so my fiance had to call into work to be there when they finally came. When they did show up, they told him the motor in our A/C was shot and we needed a new one but it had to be ordered and would take FIVE OR MORE DAYS. So I call the company and ask if there's any way to have one over-nighted or shipped express and was told that I would have to ask Nipsco Home Solutions about it. So I called them and they told me that they wouldn't cover that and we'd just have to wait and suffer through the heat for almost an entire week, in the dead of summer.



What I'm getting at here is this: Nipsco Home Solutions website says, "We simplify the home repair process for our customers. If you need a covered home repair, just make A phone call and we take care of the details so you can get back to your life." Their Air Conditioner Repair plan on that same website says, "Don't be left with having to deal with a broken cooling system all on your own. With a NIPSCO Home Solutions Cooling Repair plan, you'll get your repairs done QUICKLY and HASSLE-FREE."



I have had to make a total of TEN phone calls in the last two days and let me tell you, it's been quite the hassle. Most of these phone calls have been made during my work hours, while I was attempting to get back to my life. My fiance had to take an entire day off of work unpaid and will probably have to do so again when/if the part finally comes. And in what world is 7 days considered quick?!



It's 90 degrees in our house and our senior dog is acting like she could just die any second. We are completely miserable, have to figure out some way to get ready for our wedding on Friday without melting, and have to spend who knows how many of our first days as newlyweds sticking to the furniture and too uncomfortable to enjoy the married life.



When all of this is over and Nipsco Home Solutions has paid for the repair, we will be cancelling all of our coverage through them. For the amount of time and effort we have had to put into this, I feel pretty confident in saying that this company is pretty much useless. And with the amount of money we have given them over the years, I can pretty well guarantee that we could have paid for this ourselves. Not only that, but it would probably be done already, because we would have called a different company the day that COE didn't have time for us.



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Just for funsies, until all of this is over and I send an official complaint to the BBB, I shall update here daily.