Business Profile

Home Warranty Plans

Oncourse Home Solutions

Complaints

This profile includes complaints for Oncourse Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

482 total complaints in the last 3 years.
198 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/27/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I noticed a charge from Oncourse Home Solutions for $43.96 on my gas bill. I asked the gas company about it and they informed me it was a third party. I contacted Oncourse and told them I had never signed up for anything with them and didn't want to be. She proceeded to tell me all of the reasons I should not cancel. I explained to her that I would not do business with a company that can sign me up for a coverage without asking me. She said she could email the service agreement and that I have been with them since 2018. I asked her if the agreement had my signature on it agreeing to the service, she couldn't provide that. I told her to cancel it again. She continued to try to keep me from canceling it. I had to cut her off a number of times and told her I want it canceled, I don't care what you have to say, I do not want to do business with them. Finally she said she would transfer me to cancelations but it would be a few minutes. The same person came back on the line after about 30 seconds and said she cancelled it but I would still owe my current balance as well as my next billing. I am not paying for a service I didn't sign up for. If I have been signed up since 2018 as she says I have unknowingly paid them around $4000. I would like my account closed, have no further charged and be reimbursed for the amount I have already paid. I have automatic payments through my gas company and was unaware that part of my gas bill included a payment to this company.
Business Response
Date: 07/03/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 27, 2025, correspondence regarding the complaint filed by ****** *******.

Upon receipt and further review of the referenced matter, PHS contacted Ms. ******* regarding her enrollment dispute. Ms. ******* stated that she was unaware of her enrollment in the warranty programs.
PHS informed her that she had been enrolled in the Gas Line and Electric Line Protection Programs. We explained that efforts were made to notify her of enrollment through a price increase notification over the years and the associated charges being itemized on her utility bill each month.
As a gesture of goodwill and without admitting fault, *** offered to refund three years of service charges. Ms. ******* accepted this resolution.
We encourage Ms. ******* to reach out to us with any further questions or concerns.

(PHS) takes all consumer complaints seriously and we regret that this issue caused ****** ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration
Initial Complaint
Date:06/25/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They continue to harras me and send false information
Business Response
Date: 06/28/2025
American *************** (AWR) appreciates the opportunity to respond to your June 26, 2025, correspondence regarding the complaint filed by ******* ******.
We acknowledge receipt of the request regarding Mr. *************** response, AWR has processed the removal of Mr. ****** from our marketing mailing list. Please note that this update may take one to two billing cycles to be fully reflected in our system.
Should Mr. ****** have any further questions or require additional assistance, we encourage him to contact our customer service team directly.

(AWR) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration
Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have utilized ************************* (Now called Concourse Home Solutions) several years and had to call them for the same problem twice due to back up water flow into the home. They sent a generalist with a handcarred plumb unit - and snaked out a few yards and ran into branches that breached the ceramic pipes. They offered no other service -- and never solved the underlying problem. 3 months ago - I cancelled. As late as last month (this month pending) I have rec'd excuse after excuse on my cancellation not being honored while they collect. I called ************ (provider) they blamed CSP - and *** blames ************. Now I am receiving letters asking me to be aware of costs for underground lines - the very thing I told them about my situation with NO solutions.
Business Response
Date: 06/28/2025
Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June *******, correspondence regarding the complaint filed by ***** *****.
Upon receipt of the referenced matter, OHS promptly contacted Mr. ***** to address his concerns regarding his billing. A thorough review of his account, including all charges and payments, was conducted. *** confirmed that no charges were incurred following the cancellation date. Mr. ***** acknowledged and accepted the explanation provided.
Should Mr. ***** have any further questions or require additional assistance, we encourage him to contact our customer service team directly.

(OHS)takes all consumer complaints seriously and we regret that this issue caused ***** ***** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration
Initial Complaint
Date:06/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On my most recent bill from ******************* I noticed it was much more than anticipated. After calling to inquire, I was told I had been enrolled in a service program through Oncourse Home Solutions. I informed CenterPoint that I had never enrolled on any service program. At that point, I was told that I need to contact Oncourse directly, which I did. The customer representative helped me to cancel the service program, which I never agreed to, approved, or sought out in the first place. I was then told I was responsible to the $100+ charge on my bill. Again. I reiterated that I never enrolled in this program. At that point, the representative stated that CenterPoint must have enrolled me without my consent. So basically, each company is putting the other at fault. I will not pay a charge for a program I NEVER enrolled in or gave any kind of consent to purchase. It all seems very sketchy to me and I'm willing to bet it is a fraudulent attempt to unknowingly enroll customers, and that im not the only one who has been victimized. If I had my bill set on autopay or wasn't vigilant about monitoring my bills, this charge would've slipped by me. I want the charge dismissed by Oncourse. Thank you.
Business Response
Date: 07/02/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 20, 2025, correspondence regarding the complaint filed by ******* ******.

Upon receipt and further review of the matter referenced, PHS contacted Mr. ****** regarding the warranty charge. During the conversation,Mr. ****** expressed his desire to cancel the warranty program. In response to his request, PHS processed the cancellation on June 19, 2025.
As a gesture of goodwill and without any admission of fault,PHS issued a credit to fully offset the outstanding balance. We encourage ********* to reach out should he have any further questions or concerns.
(PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I never received anything in writing to prove I had a policy from Oncourse Home Solutions. So after spending so much time with just trying to get a confirmation from them that my policy was transferred to Oncourse Home Solutions from ***************** I gave up and called to cancel the policy. Because they have so many numbers listed for them, I kept getting other companies and recordings to press zero and text with an *****. It felt like a scam. I finally reached an ***** who asked me questions for 24 minutes that made no sense. Things like what numbers did I call and what prompts did I press to reach him. He finally said he would cancel the polity and I would get an email confirmation, which I never received. I had to call in again and was told it showed the account as canceled but they cannot send email confirmations. I said I would just file a BBB complaint and then I was told I could speak to a manager. After waiting, the ***** said the manager was busy so she would send an email confirmation when she had time. I was told that I had a final balance of about six dollars that they would cancel. I've spent so much time on this as **************** / Oncourse Home Solutions never created a notification plan that included documentation that you were still covered by the same plan at the same rate. **************** just dumped the plans after they had collected years of monthly payments. Now the new company failed to send anything out showing you were still covered under the same plan at the same rate. After spending so much time on this, I felt like Oncourse Home Solutions just expected the customers from **************** to trust them, with no official documents showing the policies were in place. So the 1st ***** said he would send an email confirmation of the cancelation and the 2nd ***** said they couldn't email. After the difficulty with reaching them, and their lack of following up with documents and emails promised, I want an official reply.
Business Response
Date: 06/26/2025
Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June 12, 2025, correspondence regarding the complaint filed by *** ********.

Upon receipt of the referenced matter, OHS promptly contacted Mr. ******** to address his concerns. During the conversation, Mr. ******** confirmed that he had not received a letter acknowledging the cancellation of his warranty plan. Per his request, the warranty plan was officially cancelled on June 11, 2025.
A confirmation letter stating that the account was cancelled and that no outstanding balance remained was sent to the email address on file on June 17, 2025. We have encouraged Mr. ******** to reach out should he have any further questions or require additional assistance.
(PHS) takes all consumer complaints seriously and we regret that this issue caused *** ******** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration
Customer Answer
Date: 06/26/2025

Complaint: 23455296

I am rejecting this response because: This company should be shut down. Now they are saying they sent a letter to my address with a confirmation of the cancellation and they have not. The only thing this company is good at is delaying, denying and fabricating excuses. They never sent me a US mailed letter as they claimed and I doubt they ever will. What they do not understand is their reputation of operating this way will only take time for consumers to know just how bad this company is. Retention will be non-existent. Anyone dealing with them will share their feedback and they will have a very difficult time in gaining any new customers. You cannot treat consumers the way they do and have any other result. Their reply again this time shows they believe they can make things up and get away with it. They cannot...

Sincerely,

*** ********
Business Response
Date: 06/30/2025
Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June 12, 2025, correspondence regarding the complaint filed by *** ********.

Upon receipt of the referenced matter, OHS promptly contacted Mr. ******** to address his concerns. During the conversation, Mr. ******** confirmed that he had not received a letter acknowledging the cancellation of his warranty plan. Per his request, the warranty plan was officially cancelled on June 11, 2025.
A confirmation letter stating that the account was cancelled and that no outstanding balance remained was sent to the email address on file ****************** on June 17, 2025. The email was confirmed by Mr. ******** to be correct before sending. I have attached a copy of the sent to Mr. ******** on June 17th. We encourage Mr. ******** to reach out should he have any further questions or require additional assistance.
PHS) takes all consumer complaints seriously and we regret that this issue caused *** ******** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration

Customer Answer
Date: 07/01/2025

Complaint: 23455296

I am rejecting this response because: The BBB can close this out, however, the way they handled this is not acceptable to me. Their "delay and ignore" tactics at every step, their lack of care or even addressing an employee leaving phone numbers that were for other businesses and their unprofessional business ethics will eventually catch up with them. This company will be one that will fail in my opinion. No one can run a company like this and retain customers. Just close the case and let them fail.

Sincerely,

*** ********
Initial Complaint
Date:06/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company has been charging us for a contract for appliance warranty since 2015 and we didnt even live at that residence that have charged us for. They tell us we have to prove we didnt move there until 2018. I have sent them out closing documents to prove and they refund the unauthorized payments under contract from the previous owner. offered explained or no notice was given.
Business Response
Date: 06/26/2025
Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June 12, 2025, correspondence regarding the complaint filed by ******* ******.

Upon receipt of the referenced matter, OHS promptly contacted Ms. ****** to address her concerns. During the conversation, Ms. ****** explained that she had an active warranty plan associated with her previous address. When she relocated in 2019, she continued to pay for the warranty,unaware that it remained linked to her former residence.
OHS informed Ms. ****** that the warranty charges were billed through her **************** utility account. Since there was no interruption in utility service during her move, the utility provider transferred her accountalong with the same account numberto the new address. Consequently,the warranty billing continued uninterrupted under the same utility account number.
OHS clarified that it is the responsibility of the account holder to notify the warranty provider of any change in address. Customers have the option to either cancel the warranty or update it to reflect their new address. Additionally, *** noted that the warranty charges have consistently appeared in the optional services section of her monthly utility bill for several years.
As a gesture of goodwill and without any admission of fault,OHS offered Ms. ****** a cash refund equivalent to two years of warranty charges. Ms. ****** declined this offer. We have encouraged Ms. ****** to reach out with any further questions or concerns.

(OHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration.
Customer Answer
Date: 06/26/2025

Complaint: 23455060

I am rejecting this response because: we have asked several times for proof that we signed up for anything ever and they have yet to provide the proof.
Still waiting on invoices or a contract that proves we wanted it. They have yet to show us anything that verifies we wanted it and certainly nothing was ever sent to us that even explained the policies or how the coverage works. The only thing we ever go from them is a contract with the wrong address attached. We didnt even get this until I disputed this charge. If they are saying we got service at previous address the they need to send us proof of that and they havent. **************** told us a contract doesnt carry over and we have to see the policies from who we supposedly signed up for. Neither **************** or Oncourse can provide any proof that we signed up.
Sincerely,

******* ******
Business Response
Date: 07/03/2025
Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June 12, 2025, correspondence regarding the complaint filed by ******* ******.

Upon receipt of the referenced matter, OHS promptly contacted Ms. ****** to address her concerns. During the conversation, Ms. ****** explained that she had an active warranty plan associated with her previous address. When she relocated in 2019, she continued to pay for the warranty,unaware that it remained linked to her former residence.
As a gesture of goodwill and without any admission of fault,OHS offered Ms. ****** a cash refund from the time she moved into the new *******. ****** accepted the offer. We have encouraged Ms. ****** to reach out with any further questions or concerns.
(OHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration.
Customer Answer
Date: 07/07/2025

Complaint: 23455060

I am rejecting this response because:
although offered a refund we have yet to receive it. If they in fact do what they promised then I would accept this offer
Sincerely,

******* ******
Initial Complaint
Date:06/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Oncourse Home Solutions called us to do electrical work on a home in *********. We agreed that payment would be made upon completion. We did 3 days of work on the house. And they never returned an email, call, or text.
Business Response
Date: 06/26/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 10, 2025, correspondence regarding the complaint filed by ***** *******.

Upon receipt of the referenced matter, after further review PHS Provider Operations team could not find a profile for this provider in the Provider network.
(PHS) takes all consumer complaints seriously and we regret that this issue caused ***** ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This business bills as a third party through my utility company. They doubled billed me this past month and refuse to accept and/or refund the money. I have gone round and round with multiple people and have got no resolution. i have shown proof time and time again that I was double billed and they just talk in circles. I have reached out to my utility company to block them from billing in the future, but they said they have no control over the situation--all I can do is cancel the service (which I have because I am convinced more than ever that they are scammers) but that doesn't help in getting my money back. I am stuck in a vicious loop between my utility company and Oncourse Home Solutions.
Business Response
Date: 06/16/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 10, 2025, correspondence regarding the complaint filed by ***** *******.

Upon receipt of the referenced matter, PHS contacted ********** to discuss the billing charges on her account. During the conversation,*** reviewed the charges and explained the recent adjustments made. It was clarified that the charges for January and February remained unpaid, resulting in an outstanding balance.
Ms. ******* had recently modified her program after being offered a reduced rate for her warranty coverage. *** informed her that this change led to prorated charges being applied to her account.
As a gesture of goodwill and without any admission of fault,PHS will issue a refund for the most recent charge to help resolve the matter. We have encouraged Ms. ******* to reach out with any further questions or concerns.
(PHS) takes all consumer complaints seriously and we regret that this issue caused ***** ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration
Customer Answer
Date: 06/17/2025

Complaint: 23445017

I am rejecting this response because: The situation was not resolved. I was given yet another excuse as to why I was doubled billed. The first excuse was because they claim to have never received payment from my utility company which I confirmed with ****************** that was in fact not true--all payments that I have made to CenterPoint were in turn paid to Oncourse. In addition, my phone call yesterday produced another excuse saying that when I called to complain about the increase in price, they knocked me down to ***** a month but I would have to pay ***** for the old plan and ***** for the new plan ---so they billed me twice in one month for the same plan (at which time I was not informed of and ****** told me yesterday that I should have read the fine print). I will not be satisfied until I get my double payment back from Oncourse, and I also want assurance that I will not be billed any future ******** as I have canceled the policy as of 05.29.25.

Sincerely,

***** *******
Business Response
Date: 06/18/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 10, 2025, correspondence regarding the complaint filed by ***** *******.

Upon receipt of the referenced matter, PHS contacted Ms. ******* to discuss the billing charges on her account. During the conversation, *** reviewed the charges and explained the recent adjustments made. It was clarified that the charges for January and February remained unpaid, resulting in an outstanding balance.
Ms. ******* had recently modified her program after being offered a reduced rate for her warranty coverage. *** informed her that this change led to prorated charges being applied to her account. The charges were valid on the account.
As a gesture of goodwill and without any admission of fault,PHS will issue a refund for the most recent charge to help resolve the matter and nothing more. We have encouraged Ms. ******* to reach out with any further questions or concerns.
(PHS) takes all consumer complaints seriously and we regret that this issue caused ***** ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration
Customer Answer
Date: 06/20/2025

Complaint: 23445017

I am rejecting this response because: ************ just talks in circles--I have proof that all payments were made (including January and February of 2025) and I have verified with my utility company that the payments I have made through CenterPoint were then forwarded to OnCourse. So, if they are trying to bill me for a so-called missed payment in early 2025, why would the charge be ***** if my plan at that time (Jan/Feb) was 28.99? Each time you talk with a representative, you get a different answer. ****** told me when I got a reduced rate back in March that I was charged twice (once for the old plan and once for the new plan)--that was not conveyed to me over the phone when the agreement was made (if I had known that, I would have canceled right then and there rather than wait until I was double billed in May). ****** proceeded to tell me "I should have read the fine print"---there is no fine print to read when the change in plan was made over the phone. I want my money back, and I want to know that there will be no further ******** that show up on my utility bill--until then, I cannot accept the response from OnCourse.

Sincerely,

***** *******
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In December of 2024 I called oncourse for the service to check my furnace which I pay for, about 4 weeks later they informed me they could not find anyone to do this job and I should find someone, I asked how much I was allowed to spend and was told they did know, after several calls I still could not find out, I had it done and they refused to refund me,I was told after several calls I would receive a credit for $150 which I never got. Then 3 weeks ago I got a notice that I owed $34 which I called to pay, when I looked to see if it was taken from my checking account the amount was $199.90.i called and the said that was what I owed so I told them I wanted to cancel my plan and was they would only charge me $55.62 a month which was halve of my original bill and I said fine but I wanted a bill sent to me so I could check it out. I.never received a bill and then they took out a little under $400 from my checking account.once again I called and was told they do not send out bills and could not cancel the auto pay.Friday I called and ask what my balance was and was told it is $103. I feel like I am being scammed because every time I call I get a different answer and never talk to a person in charge My acct number is *******
Business Response
Date: 06/16/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 10, 2025, correspondence regarding the complaint filed by ****** *******.

Upon receiving the referenced matter, PHS contacted ********** to discuss his concerns regarding the completion of his furnaces annual maintenance. Mr. ******* informed us that the maintenance had been performed by a friend.
PHS advised Mr. ******* that, to be eligible for reimbursement, the maintenance must be completed by a licensed contractor. To help resolve the issue and as a gesture of goodwill, PHS offered an additional two-month credit, in addition to the credits already provided by the *************** We have encouraged Mr. ******* to reach out with any questions or concerns.
PHS) takes all consumer complaints seriously and we regret that this issue caused ****** ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration
Customer Answer
Date: 06/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:06/05/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of theirs for many years. I had a furnace and an air conditioner installed in December 2024, which was then informed Oncourse would return to finish the ** installation when the weather was warmer. They came in April 2025 and again said they needed to return to complete a third part. It has been nearly impossible to get a response to complete the installation. I have been on hold for hours, each phone call lasting a minimum of 30 minutes. I have taken off work twice for the four hour window they give, and twice this week they have messed up my appointment and not even shown. I tried to cancel my monthly service payments and it took 45 minutes for them to hear me. They promised cancellation email, yet I have not received it. They have not provided written receipts except for the one where I bought the two units.
Business Response
Date: 06/18/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 7, 2025, correspondence regarding the complaint filed by ******* ******.

Upon receiving the referenced matter, PHS contacted ********* to discuss the issue concerning her air conditioner installation. During the conversation, Ms. ****** informed us that she had already arranged for the air conditioner startup to be completed by another party.
PHS offered to reimburse her for any associated costs;however, Ms. ****** confirmed that there was no charge for the service. We encouraged her to reach out to us with any further questions or concerns.
(PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration
Customer Answer
Date: 06/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

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