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 Road, Suite 270 Naperville, IL 60563

  
• 

  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

  100 International Dr # 175 Portsmouth, NH 03801-6854

• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

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:06/04/2025

  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.

  We are enrolled in the ***************** Plan through Oncourse Home Solutions, billed directly via our ******************** bill at our residence: ************************************. This plan is intended to cover appliance repairs.We filed a claim (Case #*******) on May 22, 2024, for our refrigerator, which was making loud noises and had a broken handle on the lower chamber. A Lansing-based repair technician visited shortly after and indicated that parts needed to be ordered. Since that visit, we have followed up numerous times with both the technician and the Oncourse call center over the course of an entire year.Each time, we are told the parts are on order and to continue waiting. To date, no repair has been completed, and no alternative solution has been offered.Over the past several months, the issue has worsened: the ice maker has completely stopped working, and weve experienced multiple instances of food spoilage due to inconsistent cooling. Weve been forced to rely on a small backup refrigerator in our basement.This delayover one yearis unacceptable. We have continued to pay monthly fees under the plan with the reasonable expectation of timely service, and that expectation has not been met.On May 7, 2025, we received a call offering a $650 settlement only if we agreed to upgrade to a higher-tier plan, which would raise our fees from $46 to $65/month. This feels like a forced upsell rather than a legitimate resolution. Our refrigerator originally cost $2,000 and currently retails for approximately $3,000. The offer does not reflect the value of the appliance or the extended hardship weve endured.We are seeking one of the following: immediate repair, a comparable replacement, or a full refund with compensationwithout being required to pay more.

  

  Business Response

  Date: 06/18/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 5, 2025, correspondence regarding the complaint filed by ******* ********. 
  
  Upon receipt of the referenced matter, PHS promptly contacted Mr. ******** regarding the status of his refrigerator repair. After consulting with the service provider, it was determined that the necessary parts to complete the repair are no longer available. As a result, *** has deemed the unit irreparable.
  

  Regrettably, Mr. ******** does not qualify for a cash allowance toward the purchase of a replacement unit.
  

  (PHS) takes all consumer complaints seriously and we regret that this issue caused ******* Shinjmar 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:06/03/2025

  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.

  The company has bought the rights to offer home appliances protection aka appliance repair service plan through consumers energy. I had purchased a plan prior to the sale of said business for my hot water tank and my furnace for $26.99 a month. I have paid my bill timely for at least a decade. Last month I received my bill from consumers which listed the amount due as $64.98. I called oncourse home solutions on May 5, 2025 to dispute the overcharge. I was told that essential care gold was added. I never added anything. It covered the exact 2 appliances that I was already paying for. They agreed that it was repetitive and could not tell me why it was added. I was told that they were taking off the gold charge, with a credit of $37.99 to correct the double billing and would note it in my account and when I asked for confirmation, I was told that they would email me. I called back the next day 5-6-25 because I wanted to make sure. They said it wasnt corrected. On 5-13-25 I called them back and was told that they showed a credit of $26.99, which is less than the overcharge of $37.99. They would not allow me to talk to a manager as I requested. They said I was billed twice for $26.99, but that is not true. I was billed $37.99 for something I didnt authorize. No explanation given as to the discrepancy given. They said a credit was given for *****. I asked why that amount and no explanation. I was on the phone for this call 1 hour and 47 minutes. I was then told I was credited $64.50 and I asked how were they getting that amount and they said its what I requested. I advised no I didnt. I asked about the credit for $36.99 and they said they didnt see anything for that. I asked numerous times for a manager and was refused. I advised my bill was on automatic payment -they said that they cant credit anything until the next month and said it takes a complete billing cycle to correct and that they cant do anything about it. Ongoing issues

  

  Business Response

  Date: 06/12/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 3, 2025, correspondence regarding the complaint filed by **** *******. 
  
  Upon receipt of the referenced matter, PHS spoke to Ms. ******* regarding charges. (PHS) went over the charges and the changes made to the account.  (PHS) has taken action to address **** Ferrises concerns. *** has cancelled both contracts and issued a refund credit to Ms. ******* to bring the balance of her cancelled account to zero.  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

• Initial Complaint

  Date:06/03/2025

  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.

  I had called in November to cancel my service contract before leaving for ******* for the winter. When returning to **. I received a letter stating that I owed $347.88 immediately or the account would be sent to a collection agency. I called on the 26th of April to cancel my contract again and said it was canceled. Today I received a bill for $202.00. After speaking to another person I was told that amount is what is do and would be charged until it was paid. I would like a response to this email as to the person I spoke with did not think they could send me a letter confirming that the contract was cancelled.

  

  Business Response

  Date: 06/09/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 3, 2025, correspondence regarding the complaint filed by **** ******. 
  
  Upon receipt of the referenced matter, PHS contacted Mr. ****** on June 3 regarding his request to cancel the warranty plan he originally called in November 2024. During this communication, *** informed Mr. ****** that there was no record of a prior cancellation request until April 28, 2025. Accordingly, the contract was cancelled on that date at his request. As a courtesy, and without admission of fault, *** issued a credit to fully resolve the outstanding balance. We have encouraged Mr. ****** 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: 06/10/2025

   
  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:05/28/2025

  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.

  We called to cancel out policies with this company. We followed up our cancellations with an email after receiving multiple additional bills. The company continues to bill despite all attempts to stop this. Credit cards were cancelled, but there are balances for insurance that we do not have. This company refuses to provide documents showing what policies are active. They admit to us calling to cancel, but state that the phone disconnected during cancellation which of course is not true. below is the sum of the charges on my ******** express currently being charged. This is the most current dispute. Please note they refuse to provide clear billing, because they double and triple bill. We cancelled , by their own admittance but state the phone is getting disconnected after cancelling on two phone calls. This is beyond unfair.

  

  Business Response

  Date: 06/12/2025

  ************************ (***) appreciates the opportunity to respond to your May 30, 2025, correspondence regarding the complaint filed by ****** *****.  
  
  Upon receiving the above reference matter (AWR) contacted ****** ***** and explained that we will make the necessary adjustments to correct his account, and the customer has agreed. We (AWR) encourage ****** ***** to contact us with any additional questions or concerns.  
  
  American *************** (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.  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23389231
  
  I am rejecting this response because:

  I RECIEVED A CALL FROM THE COMPANY AND A RETURN NUMBER WAS PROVIDED.  I CALLED THIS NUMBER AND LEFT MESSAGES WITHOUT A RESPONSE. THE COMPANY CONTINUES TO BILL ME MONTHLY DESPITE THEM SAYING THEY WOULD CANCEL THE POLICIES.  I SENT EMAILS, I CALLED AND STILL I AM GETTING BILLED.

  THEY ARE BILLING ME MONTHLY AT ************************************************************** AND ****************************************  DIRECTLY ON MY WATER BILL.

  I WANT THIS TO STOP AND A REFUND FOR THESE MONTHLY BILLS.

  IN ADDITION THEY ARE ALSO BILLING MY CREDIT CARD MOST RECENTLY ON 5/14.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/26/2025

  ************************ (***) appreciates the opportunity to respond to your May 30, 2025 correspondence regarding the complaint filed by ****** *****.  
  
  Upon receiving the above reference matter AWR reached out to ****** ***** and informed him that his warranty product has been canceled. The reimbursement for account ******* was processed by ************************ and was received on his MasterCard on April 27, 2025. We (AWR) encourage ****** ***** to contact us with any additional questions or concerns.  
  
  ************************ (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:05/28/2025

  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.

  Hello i purchase this insurance for if some thing goes wrong in my home .They suppose to fix my repairs for my home. So i call because i had a water in the front of my home .So i call to make sure they fix this services .When i call the man came out and look at the leak and state it we do not cover this call the city .So i call the city and they told me i was suppose to fix it so that when i purchase this services because i was told they fix repair line for your home they told me that they services .So why when i call he said they do not .On top of that i had a gas leak from my water tank .So i call them for that services and they told me that the water tank was something need to be turn back on the tank . I had to called the gas company back out again because i smell gas and the gas company told me it was my tank again .So the reason i calling is the same problems is still going on and they want me to pay again which i do not mind but i gonna get the same action .Which cause my home now to smell mold in the basement and around my window under my cabinets from them not repairing this .I need help please i do not know what to do for this .Thank you .

  

  Business Response

  Date: 06/13/2025

  ************************ (***) appreciates the opportunity to respond to your May 28, 2025, correspondence regarding the complaint filed by ******* *******.
  
  Upon receiving and reviewing the above referenced matter AWR confirmed that Ms. ******* no longer has coverage with *** as all program coverage was cancelled in 2024. It was also confirmed that upon Mrs. ******** request a service call was created for her outside water line on 01/08/2024 and a technician was dispatched to diagnose the issue.Upon that service call the technician performed leak detection services in attempt to locate the leak but none could be found. The service call was then completed and AWR received no further communication from Ms. ******* regarding the leak during her enrollment. On 06/04/2024 Ms. ******* called AWR to express that she needed repair to her water heater and a provider was assigned and sent regarding the service request. At the time of the call, it was determined that a nut on the customers burner tube needed to be tightened, and the work was completed. Ms. ******* was advised of all findings during the time of her enrollment and services were provided per the terms and conditions of the program. As no further information could be provided to substantiate that additional services should have been rendered upon the service calls or that any outstanding issues remained, it is determined that *** provided the necessary services at the time of her request.
  
  We (AWR) encourage ******* ******* to contact us with any additional questions or concerns.
  
  American *************** (***) 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: 23388683
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair 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.

  This companys customers are harassing while im at work or just shopping. They have pictures of me and my car I think because they all yell at me for being in the trades and not working for this company. They seem to be stalking me everywhere I go state to state. They have telemarketers selling their plans to tons of people. Then a person they hired gets on the phone and try to get me to stop working it been going on for 2 years

  

  Business Response

  Date: 06/24/2025

  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 referenced matter, PHS has determined that Mr. ******* does not have an active warranty plan on file.Additionally, there is no record indicating that Mr. ******* has ever been a client of our business.
  

  (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

   
  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:05/21/2025

  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 paid my warranty fee every month on time for several years. I had a Hot water heater replaced at the beginning of April and was supposed to be issued a gold check for the purchase of a new hot water heater. I waited a month, called in and they said the check was issued and it should arrive any day. That was several weeks ago and still no check. I called back today and was hung up on several times with no call back, transferred from 1 person to the next who just verified my name, address, etc., sat on hold for over 40 minutes and call disconnected. This is absolutely ridiculous! I would be sent to collections and my credit rating damaged if I didn't pay on time. Give me my MONEY!!

  

  Business Response

  Date: 06/04/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 22, 2025, correspondence regarding the complaint filed by ******** *****. 
  

  Following our review, PHS contacted Mr. ***** on May 23 to address his concerns regarding reimbursement. During the conversation, he was informed that the reimbursement check has been requested and is currently being processed. The expected processing time is approximately 30 days.
  

  We encourage Mr. ***** to reach out with any additional questions or concerns. Our team remains available to assist as needed.
  

  (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: 06/10/2025

   
  Complaint: 23361686
  
  I am rejecting this response because: this has been multiple months, the check needs to be overnighted to me immediately 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/20/2025

  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.

  4/7/25. Called cuz they were going to double my monthly payment. Called to cancel. Didn't say it was starting over or that a new plan had to start. Just that the price of $84.42 was what was agreed upon and that price was good for 12 months. Ive been told that in the past and we never recieve increase pages except when they try to double it. Then never saw the amount of $84.42 on my bill. Then I recieved a credit on my previous bill *** 5/3/25. The very next bill iwe were charged $175.84, said we were behind 1 month. Not that the plan had started over. The $175.84, when you divide by 2 is $87.92. So still not the amount agreed upon of $84.42. Since the agreed upon amount was never added to my bill correctly. The agreement would be void on 4/7/25 when I called to cancel the 1st time. So I get an email today stating that our service would continue till 6/7/25. Called today and said it was cancelled on the 16th because of the way you do business. Meaning you're fired, your services were no longer needed or wanted. Still being told I can use my service till the 6/7/25, also reiterated we canceled on 5/16/25. We are done with this company. Agreement void do to not charging what they agreed upon. Which goes back to when I called on 4/7/25. I shouldn't have to pay for something they lied about or communicated incorrectly. Also another full month because you're to stupid to know when you are fired. So in closing they were told I will not pay another dime because of the way they do business and not fulfilling there side of the agreement. Desired resolution would be not to pay $175.84 in addition to whatever they are still trying to charge me.

  

  Business Response

  Date: 06/03/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 21, 2025, correspondence regarding the complaint filed by ****** *****. 
  

  Upon review of the matter, PHS contacted Mr. ****** ***** to discuss his billing concerns. During the conversation, Mr. ***** acknowledged responsibility for a portion of the charges. Accordingly, *** issued a credit for the remaining balance. This credit is expected to appear on his account within one to two billing cycles. We encourage Mr. ***** 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:05/15/2025

  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.

  The ******************* (GNG) account is under my mothers name, **** ***. I am filing this complaint on her behalf with her full knowledge and permission.We are being billed through *** for a third-party service called Pivotal Home Solutions. My mother did not knowingly sign up for this service. We only noticed the charge recently and attempted to cancel it.On May 14, 2025, I contacted Pivotal Home Solutions via their customer service text system. I clearly and repeatedly requested cancellation and provided all required information: full name, address, phone number, and email. Instead of processing the cancellation, they diverted the conversation by asking for marketing consent. After I declined, they completely stopped responding, and the service was never canceled.I then contacted *******************, but they refused to remove the charge or assist with cancellation, even though they are the billing party.We are requesting the following:Immediate cancellation of the Pivotal Home Solutions service.Removal of the charge from our GNG account.A full refund of any unauthorized payments made to this service.We want this resolved as soon as possible.

  

  Business Response

  Date: 05/29/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 17, 2025, correspondence regarding the complaint filed by *************** on behalf of **** ***. 
  
  Upon receipt of the referenced matter, PHS contacted Mr. **** on May ************************************** the Gas Line, Electric Line, and Plumbing Protection programs. Mr. **** stated that his mother denies having enrolled in these services.
  

  Following a thorough review, PHS found no indication that the enrollment was invalid. However, as a gesture of goodwill and without any admission of fault, *** has issued a refund covering the past two years of enrollment fees.
  

  Mr. **** was informed that the refund process may take up to 30 days, which he acknowledged and understood. We have encouraged Mr. **** to reach out with any additional questions or concerns.
  

  (PHS) takes all consumer complaints seriously and we regret that this issue caused Thang **** on behalf of **** *** 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:05/07/2025

  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 signed up for their whole home care appliance service plan using a "whole100" promotional code. I signed up on october 31st, which was the last day that the promotion was valid. I was not able to sign up on the website however, it kept giving me error messages. So I called their customer support number and the customer support representative helped me sign up over the phone. She assured me that I qualified for the promo code and would receive it in the mail.I was supposed to receive the gift card within 6-8 weeks. I did not receive the card. I called customer support again on January 13th to ask about the card. The customer support representative told me that the mail stating 6-8 weeks was mistaken and processing actually took 9-12 weeks, and that the 9-12 week processing time didn't begin until my coverage began 30 days after I enrolled. She assured me that I would receive my gift card but it would take more time.I forgot about the gift card for awhile, but eventually called customer support again on May 7th. The customer support representative told me that actually, I never qualified for the promo code because my enrollment didn't process until November 1st. He refused to acknowledge that I had been told the exact opposite by customer support multiple times before and just kept repeating that I did not qualify for the promo card, that I had waited far too long to dispute this error, and that I would not be receiving a gift card. Eventually he hung up on me.

  

  Business Response

  Date: 05/12/2025

  Appliance Service Protection (ASP) appreciates the opportunity to respond to your May ******, correspondence regarding the complaint filed by ***** ***. 
  
  Upon receiving the referenced matter, ASP contacted Mr. *** on May 9th regarding his concerns about receiving a gift card for his new enrollment. Mr. *** stated that he attempted to enroll online on October 31, 2024, but encountered an error message. Subsequently, Mr. *** called the call center to report on his enrollment attempt. Although he was successfully enrolled by the call center,it was after the deadline to receive the gift card. After reviewing the situation, *** has agreed to honor the gift card. *** informed Mr. ****** that he would receive the gift card within 6-8 weeks. We have encouraged Mr. *** to reach out with any further questions or concerns.
  

  (ASP)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: 05/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Assuming that I actually do receive my gift card 6-8 weeks from now, then I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***