Complaints

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

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  Oncourse Home Solutions

  1415 W Diehl Rd Ste 270 Naperville, IL 60563-1197

  
• 

  Nipsco Home Solutions

  PO Box 5370 Naperville, IL 60567-5370

• 

  Extra Service Protection

  100 International Dr Ste 175 Portsmouth, NH 03801-6854

• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

• 

  Extra Service Protection

  100 International Dr # 175 Portsmouth, NH 03801-6854

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:11/25/2024

  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.

  I have been contacting Pivotal Home Solutions to cancel the service for ************* as the property has been sold. That was my previous address and the account number is **************** called on 10/11/2024 and received a confirmation number 8280.I called on 10/27/2024 and spoke to ****. She was supposed to cancel the service.11/23/2024 I received another bill for $16.98 due Now. I spoke to ***** who didnt help. I contacted the President of the company by email and am waiting a reply. I am not paying a bill for property that is sold.

  

  Business Response

  Date: 11/26/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November *******, correspondence regarding the complaint filed by ******** *********.
  

  Upon receiving the above referenced matter (PHS) spoke to Ms. ********* on November 25th regarding her final bill. Ms. ********* stated she moved from the service address in July. *** advised her the contract has been cancelled at her request. *** also issued a credit with no admission of fault to zero out the balance on the account. We (PHS) encourage Ms. ********* to contact us with any additional 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:11/22/2024

  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 pay Pivotal solutions over $90 a month fir my home warranty. I called to have my furnace cleaned. The first time the appointment was between 8am and 10am. When they didn't show I called they said it was 8am to 12pm. I told them I write it down. I couldn't wait, my husband had pneumonia and was going to hospital, rescheduled 2 weeks later for 8am to 12pm. No one showed, I called. She said it was for 1pm to 3pm. I had a 2pm MRI appt so I couldn't wait. ***** kept putting me on hold for 10 minutes at a time, she thought I was stupid. I rescheduled again but this time if they mess up I'm going do something else to make them well known. Shame on them. They take my money every month but don't show up cuz my appointment is paid for, they're going where they make more money. The employees are terrible too. These young kids today think we're stupid. If I didn't have to go to an appointment I'd wait on the phone forever to answer the survey after my call but she wouldn't hang up. She knew she was wrong.

  

  Business Response

  Date: 12/27/2024

  I have attached the complaint for ***** ******

• Initial Complaint

  Date:11/20/2024

  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 on my Nicor bill for pivotal home solutions - I dont want to pay for this and didnt sign up for this. From what Ive been reading its hard to cancel - not much cooperation from this business in canceling accounts - I will try cancelling but one person said they cancelled and the bill was turned over to a collection agency - frankly this is illegal - I would like the Illinois attorney general to intervene - Ill send them an email

  

  Business Response

  Date: 12/27/2024

   

  I have attached the response for ******** Train ********, if you have questions please contact me.

• Initial Complaint

  Date:11/19/2024

  Type:Order 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.

  The water heater I rented was from Columbia Home Solutions, the water Heater Lease Agreement was signed on 10/24/13. The agreement stated that it is between *****************************. D/B/A Columbia Home Solutions, a ********************. The price of the water heater was $816.51 including the total installed price. The payment was set at $20.19 per month. They have changed the payment to $23.38 per month, this was not the agreement. The company wants me to pay an additional $806.97 to buy outright. In the past when I rented a water heater from Columbia Home Solutions, they used to automatically always give the depreciated, I did not continue making rental payments after the cost of the rental price was paid and the additional service charge was set to be paid five years after the five years, they refunded me any overpayment that I had Made. As of today, I have had the company over $2,480 for 11 years. The name of this company has changed several times. 1. ****************************/ D.B.A. ************ The rental charge was added to gas bills. After the name change the company started billing me. 2. Pivotal Home Solutions 3. American Home Solutions 4. Oncourse Home Solutions The email, I received from the company to Buy outright the water heater is $806.97 I MUST sign in return to them before 12/19/2024 this is unacceptable.I appreciate all of your help and advice.   

  

  Business Response

  Date: 11/26/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November *******, correspondence regarding the complaint filed by ***** ******
  

  Upon receiving the above referenced matter (PHS) spoke to Ms. ***** on November 22nd regarding her water heater lease. Ms. ***** questioned the amount to buyout the lease.She stated she paid for the lease for several years. *** advised her she replaced the original water heater July 2020, of which she entered into a new contract and a new lease agreement. PHS emailed her a copy of the lease signed by Ms. ****** This explanation was acceptable to Ms. ****** We (PHS) encourage ******** to contact us with any additional 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: 11/26/2024

   
  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:11/19/2024

  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 is the worst to work with. I was on hold for over an hour on Nov. *******. They couldn't resolve the problem with the *** servicing me, so they said they would call back in 2-3 hours. The problem is that this Company continues to bill a deceased property owner after ***eated notices to cancel the policy and notification the property was sold. In speaking with them on Nov. 18, 2024, they acknowledged cancellation notification in August (covered property was sold on July 8, 2024), but they didn't decide to accept the cancellation until November 1, 2024. Since when does a company get to decide if they will accept a customer's cancellation request? They continuing to bill the deceased homeowner for the time between August and November 1st for services they had no obligation to perform once the property was sold. I want this charge removed and I want the policy cancelled IMMEDIATELY.

  

  Business Response

  Date: 02/12/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your, correspondence regarding the complaint filed by ***** *********** on behalf of ******** ******.
  
  
  Upon receiving the above reference (PHS) we made several attempts to reach Ms. ***** *********** with no success to the number provided in the complaint. Our records show ******** ******* account was canceled upon the request received to the call center on 10/2/2024. a credit to Zero out the balance has been submitted and will reflect within one to 2 billing cycles.  
  
  (PHS) takes all consumer complaints seriously and we regret that this issue caused ***** *********** to file a complaint with your office on behalf of ******** *******. 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.

  

  Business Response

  Date: 02/12/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your, correspondence regarding the complaint filed by ***** *********** on behalf of ******** ******.
  
  
  Upon receiving the above reference (PHS) we made several attempts to reach Ms. ***** *********** with no success to the number provided in the complaint. Our records show ******** ******* account was canceled upon the request received to the call center on 10/2/2024. a credit to Zero out the balance has been submitted and will reflect within one to 2 billing cycles.  
  
  (PHS) takes all consumer complaints seriously and we regret that this issue caused ***** *********** to file a complaint with your office on behalf of ******** *******. 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:11/17/2024

  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 filed a service request with Oncourse through ************************ on about September 10, 2024 for a leaking water main line to my house. After waiting for a couple of weeks, I was finally approved to find my own contractor since I live in a fairly rural area. after finding a contractor and getting on their schedule, I finally had the water line replaced on 10/21/2024. On 10/22/2024, I filled the paperwork for reimbursement of my payment to the contractor exactly as they had requested.On 10/24/2024, I called to verify that Oncourse had received the paperwork and I was told that they had and it took ***** hours to process the paperwork. On 10/29, I called and was now told they HAD NOT received the paperwork so I emailed it again. Finally, I received an email on 11/5/2024 saying they had the paperwork and it would not take 4-6 weeks to process the claim."Claim Reimbursement ?You ?Good Afternoon,We have received your paperwork for your reimbursement. Please allow 4-6 weeks for processing.Thank you."I have since tried to resolve this with ********* H on Yelp messaging to no avail. They appear to have no interest to reimburse me or process this claim.

  

  Business Response

  Date: 12/04/2024

  ************************ (***) appreciates the opportunity to respond to your November 25, 2024, correspondence regarding the complaint filed by ******* ******
  
  We are writing in response to the complaint filed by Mr. ******* ***** regarding his enrollment in our Water Line and Sewer Line Protection Program. Mr. ***** filed a claim for a water line repair on September 11, 2024. Due to a delay in locating a contractor, ******** hired his own contractor and made the necessary repairs. He was sent paperwork for reimbursement, which he completed and returned for review. During the review, a new waiver form was required and sent to Mr. ****** We have received the completed form and his reimbursement is currently being processed. We have spoken with Mr. ***** to explain the expected timeframes for his reimbursement. We encourage Mr. ***** to reach out to us with any further concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ******* ***** ********** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration.
  

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22567909
  
  I am rejecting this response because: It has been fully 6 weeks since I submitted my request for reimbursement of $1,600. I have been promised it would be resolved quickly with no resolution. I would like my reimbursement of $1,600 deposited no later than by 12/13/2024. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/17/2024

  ************************ (***) appreciates the opportunity to respond to your December 16, 2024, correspondence regarding the complaint filed by ******* *****.
  
  We are writing in response to the complaint filed by Mr.******* ***** regarding his enrollment in our Water Line and Sewer Line Protection Program. *** has received all items required for his reimbursement and it has been processed. His check is being released and Mr. ***** will receive within the next 30 days. We have spoken with Mr. ***** to explain the expected timeframes for his reimbursement. We (AWR) encourage ******* Berry to contact us with any additional questions or concerns. 
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ******* ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22567909
  
  I am rejecting this response because: I was told on 12/9 if I had the correct paperwork returned that day (their mistake on the paperwork) I would receive a direct deposit that week. The paperwork was submitted that same day (with received receipt) but not forwarded to be processed until 12/12. I still have not received a direct deposit as of 12/18 so once again 10 days since I was promised a deposit.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/16/2024

  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 want 1 month free that a supervisor promised me due to the poor service I was receiving, and I also want Reimbursement for the appliances I bought that are covered under their program ($400 per appliance when the service provider deems the appliance irreparable), per our agreement. Pivotal sent me a Waiver/form to sign and have indicated that I cannot get reimbursed unless I sign it. However, they are asking me to lie on it. The waiver says "the customer agrees that he/she, without the help of Pivotal Home Solutions, *************** or its affiliates, selected the contractor(s) or service provider(s) (the "Contractor") to be used, or previously used, to resolve this Claim." This is not a true statement. Pivotal Home Solutions selected and sent the service provider to my home. I don't want to sign something that makes me lie. It concerns me with what theyll do with that document, potentially denying me reimbursement. My washer, dishwasher, and dryer have had to be replaced in this past month. I opened claims in Aug 2024 and spent MONTHS trying to get an answer (seeking to understand what's happening with the repairs after providers came and left without fixing). After many calls and LONG hold times, someone finally someone said they were deemed irreparable. I waited 1.5 hours on hold and got a supervisor one time. She agreed the situation had been handled poorly and offered me a month for free (~$120). Now they have no record of that. Every time I call, no supervisor is available. The person on the phone says a supervisor will call me back and they leave my information. No supervisor has EVER called me back. This is probably at least 8 to 10 times I've been told this. I'm not getting any results. Please help. This seems unethical. Meanwhile I'm expected to continue paying $120/month. I need help to resolve this situation and hopefully stop my contract with them once theyve paid me. I want $120 off bill + $400/each for my washer, dishwasher, dryer.

  

  Business Response

  Date: 02/13/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your, correspondence regarding the complaint filed by ****** ******.
  
  
  Upon receiving the above-referenced matter, PHS confirmed MS. ****** has received  her reimbursements as of 12/2/2024 and a 1 month credit was issued 11/2024.(PHS) encourage ****** ****** to contact us with any additional 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:11/14/2024

  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.

  A year ago I got my new bill from this company and the price had quadrupled. I cancelled my services instantly and even told them that they were double billing me for the very same thing. I was told multiple times they would fix it. It was just a glitch in the machine and they were sorry to see me go. Now, over a year later, they hit my bank account for $203.88 with no email notice, no text notice, no snail mail notice, no idea of what it is for or why they are even billing me since I cancelled all their services. Sadly I didn't catch it for a week and my bank has already paid it. Now I went into their web site (************************) and it says I still have 3 open accounts. They only closed 1. And 2 are still the same double billing for the very same thing. And nothing anywhere adds up to the amount that they took out of my bank account but their system will not allow me to even try to cancel again until I give them my customer ID number. I don't have that because I never got a bill and even with me being able to get in online that is the one thing they do not have online so you have to contact them. When you contact them it's not a CHAT even if it says CHAT. All it is was a send us a message box. So now I am out the money, they still have 3 open accounts on me that I can't close because I don't have an account number and they are still taking from my bank account and I can't speak to anyone to fix it!

  

  Business Response

  Date: 12/09/2024

  ************************ ("AWR")  appreciates the opportunity to respond to your Dec 1st, 2024, correspondence regarding the complaint filed by  ****** **********.
  
  Mrs.********** was enrolled in AWRs Waterline, Sewer Line, and In-Home Protection Programs. AWR promptly processed and cancelled her enrollments on 11/25/24, per her request. Refunds for her programs are being issued. *** has communicated with Mrs. ********** and encouraged her to reach out if she has any further concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ****** ********** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22557712
  
  I am rejecting this response because:
  I have now heard from them twice in voice mail. First time said they would close out the accounts and send a refund within 15 days.
  No refund has been seen or mentioned except then and here in their response to you. No refund has ever been calculated or arrived
  here and I sure don't trust them to ever do it if I close this out. And that same first time they said they would close it out ****. Then
  I got an email saying they would close the accounts out on December 20th, 2024. When I responded and asked WHY they were
  waiting until December 20th I was asked to state all my information to prove I was me, which I did, then I never heard back from them
  again until I just got this wonderful postcard in the mail (which is amazing they could send me an email like a normal client and a postcard
  as a normal client NOW but didn't bother before they hit my bank form money) and this postcard says they don't have a form of payment
  on hand so they are going to cut off my services as of 1/2/25. Now if my services have already been closed out how are they going to 
  close out anything as of 1/2/25. I went in online to CHAT with someone and ask and they asked me if they dropped their services down to
  only 50% of these new horribly inflated amounts would I STAY as their customer? I told him HECK NO Not with the way their treat their
  customers! That was a week ago after I got this postcard. So until I get the refund I don't believe a dang thing they say. I don't think they
  are reputable enough for me to believe they will ever do it if I close this case. I also have seen how many complaints and cases and
  bad reviews they have gotten in the last year. After stealing from so many of their customers like me I think they are in big big trouble. The
  15 days has come and gone and I have seen nothing in the way of a calculated amount, nothing in the way of the refund they promised 
  the first time and nothing other then this letter to you that they had ever finally maybe closed the accounts. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 12/17/2024

  ************************ (***) appreciates the opportunity to respond to your December 16, 2024, correspondence regarding the complaint filed by ****** **********.
  
  Mrs. ********** was enrolled in AWRs Waterline, Sewer Line, and In-Home Protection Programs. As requested, her enrollments were cancelled on November 25, 2024, and her refunds are currently being processed.She should expect to receive her refunds within 60 days. We have attempted to reach Mrs. ********** to discuss this matter further but have been unsuccessful.
  We (AWR) encourage ****** ********** to contact us with any additional questions or concerns.
  
  *** takes all consumer concerns seriously and we regret that this issue caused ****** ********** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22557712
  
  I am rejecting this response because: I have received 4 calls from these people since this all started almost a month
  ago. The first time they called they told me I would be receiving a letter in the next month showing all my accounts
  were closed. I have received that in their responses to you a couple times so I do appreciate that. But on the first
  call when I was speaking to them they also told me I would be receiving my refund in 15 days. I know that because
  I thought it was weird that I would be getting the refund before they could send me the letter saying my accounts 
  were closed but at least I would have it all in 30 days. It's now been almost that 30 days and 3 more calls later, I
  am still NOW hearing that the refunds actually take 30 to 60 days and the time frame is 30 to 60 days from each
  time they call, including the message they left this week. Why would it still be 30 to 60 days now when we are 30
  days later? It should at least be within the next 30 days, right? ****. As of this week it will still be 30 to 60 days.
  I don't believe they ever plan to send the refund. If so why tell me 15 days when your talking to me originally and
  now be constantly insisting on using the same 30 to 60 days from now? It seems like they are just drawing this all
  out for me to agree and they can drop it all instantly. I just want it all behind me before I agree to anything. Closing
  the accounts should have been the easy, takes 30 seconds part. They have repeatedly told me how much the refund
  will be so they already have it figured. Why haven't they simply sent it out to close this all out? I don't believe they ever
  plan to pay it or it would have been here in that 15 days like they said originally. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 12/31/2024

  ************************ (AWR)  appreciate the opportunity to address ****** ********** regarding your December 30, 2024,correspondence.
  
  We would like to inform you that Mrs. ************ enrollments have been cancelled as per her request. The refunds for her enrollments were processed on November 26, 2024, and she will receive them within 60 days from that date.
  
  AWR has attempted to contact Mrs. ********** to discuss her refunds but has been unable to reach her. We encourage Mrs. ********** to reach out to us with any future concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ****** ********** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22557712
  
  I am rejecting this response because:
  Just as I was afraid of the check for the refund FINALLY arrived today. It wasn't even mailed until December 26th.
  And 3 times they told me in voice mails that the amount of the refund would be $235.81. Instead the check arrived
  and it's only for $48.69! So again they are ripping me off to keep almost $200 of my money that they do not deserve
  with their gosh awful business practices and since I had to go through with all of this to get it closed and get my
  refund. The closure was 5 weeks ago. and the refund some how magically is only $48.69. I have attached a copy
  of the refund check they sent and that I got today. Along with the last note I have with the $235.81 amount that I
  recorded as I was writing down their December 17th call information. They seem to be upset that I am not able
  to sit around and wait on their calls with no clue when that will happen. I Have to work to pay my bills. And for them
  to turn around an offer to drop the price 50% if I will just stay and they can keep my money??? I knew they were
  going to try something. And of course it is the money. This company couldn't be any scummier. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 01/16/2025

  Thank you for bringing this matter to our attention. ************************ (AWR)  appreciate the opportunity to address ****** ********** regarding your December 30, 2024, correspondence.
  
  We would like to inform you that Mrs. ************ enrollments have been cancelled as per her request. The refunds for her enrollments were processed on November 26, 2024, and she will receive them within 60 days from that date.
  
  AWR has attempted to contact Mrs. ********** to discuss her refunds but has been unable to reach her. We encourage Mrs. ********** to reach out to us with any future concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ****** ********** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22557712
  
  I am rejecting this response because:
  I am not sure if anyone actually reads these or if it all just goes though A.I. but amazingly enough
  they never speak of the amounts in writing. 3 times I was called at my work number and left the
  same message over and over again. The same computer generated junk they put in the reply to
  the BBB except when they are leaving the message they repeatedly said the amount of the refund
  would be over $200. When the check did finally show up several weeks ago it was for $40! Which
  is what I expected from a company that does such horrible customer relations as to quadruple the
  billing amounts and then give you absolutely no mailed, emailed, or phone notice that this was 
  not only quadrupled but it was going to hit your bank without any warning. Now they want to respond
  to the BBB with the very same lame garbage over and over and over with out ever once mentioning
  what happened to the refund amount and why. So they want me to call them and talk about it? Are
  you kidding me? I tried repeatedly to call and to chat. All I got was TOO BAD SO SAD FOR YOU
  and HEY if we drop it down 50% (so that we only DOUBLE your BILLING with no notice) Will you
  stay??? I said HECK NO AND HUNG  UP. I see no reason to waste my time calling them. And
  all they want to do is call my work number and leave this same lame stuff they are leaving you
  hear but that the refund will be $2??.??. And I am not going to bother to go pull the file to find 
  out exactly what that was not. There is no reason to bother. The BBB isn't going to ask them about
  it and they are too scummy to ever explain the refund dropping down to 20% of what I was told
  repeatedly. But my credit bureau will not let their charges come through again so there is at least
  that. Look at their BBB rating and their reviews. They rip off everyone. Why are they allowed to stay
  in business? 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:11/14/2024

  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.

  The company is charging me monthly through my bank. I have contacted them and they give me false information. I no longer use their service since I sold the house a year ago. I would like to be compensated for a year plus have them take me of of my bank monthly charges.

  

  Business Response

  Date: 01/09/2025

  Please see attached.

• Initial Complaint

  Date:11/13/2024

  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.

  Im paying $99..18 each month for a Maintenance Plan. I have scheduled an appointment to have my heating system serviced for the year. The company didnt show or call the first appointment. I received a call the second appointment stating the employee called in sick. I received another call 3rd appointment and was told the employee had training and cant come. The 4th appointment no show or call. I called the 800 twice trying to get help and requested a supervisor. The 1st call told by Lion they are busy and will call me back. The second call this morning told by ******* no one there.I have lost wages 4 days staying home for these appointments and I like to be compensated and the appointment done.

  

  Business Response

  Date: 02/07/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November 13, 2024,correspondence regarding the complaint filed by ******* ******.
  

  Upon receiving the above referenced matter (PHS) spoke to Ms. ****** ***** on 12/04/2024, regarding her missed appointments. *** was able to schedule a new appointment through dispatch on 12/5 for her annual furnace maintenance. *** issued a courtesy credit for the missed appoints. We (PHS) encourage Ms. ****** to contact us with any additional 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.