Pivotal Home Solutions Employee Directory

Consumer ServicesIllinois, United States51-200 Employees

Pivotal Home Solutions, based in Naperville, Illinois, provides heating and cooling repair and maintenance support to utility customers. Founded in 1992 and today part of American Water, it serves large U.S. utility clients and offers customizable coverage across five categories—Utility Lines, HVAC, Plumbing, Appliances, and Water Heaters—available as stand-alone plans, bundles, or leasing options. The company also supports utilities by handling billing directly to customers or through the utility’s own billing system to integrate its services with existing customer channels.

Its operations rely on a network of qualified service providers and a call center backed by more than 900 technicians and 160 agents that handle about a million calls annually, with 24/7 phone support. The customer experience is supported by metrics such as no trip fees, an A+ BBB rating, around 95% of claims paid, and about 91% post-visit satisfaction. In 2018, American Water Co. acquired Pivotal Home Solutions, placing it within a broader utility services portfolio.

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