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

  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:05/07/2025

  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.

  Bill for ****** submitted through ********* not per contract and after cancelling the contract agreement.

  

  Business Response

  Date: 05/12/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May ******, correspondence regarding the complaint filed by ****** ******. 
  
  Upon receiving the referenced matter, PHS contacted Mr. ****** on May 9th about the concerns he raised regarding his recent charges. Upon reviewing your account, I noted that the charges in question were incurred prior to your cancellation. You mentioned that you were paying $79 per month. Please be informed that there was a price increase effective September 2024, which was communicated to you via mail at your registered address. To resolve this matter and address your BBB complaint,*** has issued credit with no admission of fault to zero out the balance on your account. 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

  
  

• Initial Complaint

  Date:05/06/2025

  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.

  Since fall of 2024, I have been trying to cancel this contract with this company and they refuse to acknowledge my complaints. I have had no service withthis company in the past year. All they have done is continue to bill me when I have called them repeatedly. They keep trying to lower the of the contract and they keep sending me another bill. I dont want to be billed by them. I dont want to have a contract with them.I did have one previous years, but I had. but I had problems with them. That is why I decided to cancel my contract. I dont know what else to do whenever I call. Iam on the phone for quite a long time waiting to speak to somebody, and when they finally do come on, they just really want to listen to my problem or try to resolve it. I dont feel I owe them any amount of money for a contract I had canceled last fall of 2024. Please help

  

  Business Response

  Date: 05/08/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 6, 2025, correspondence regarding the complaint filed by ***** *********. 
  
  Upon receiving the referenced matter, PHS contacted ************ on May 7, 2025, regarding her request to cancel her HHPP Extended Plan. Ms. ********* stated that she had been attempting to cancel the plan since 2024. *** informed her that the contract renewal date was September *******, and her previous contract was paid up to that date. Furthermore, *** advised her that there was no record of her cancellation request prior to February 1, 2025.
  

  Since Ms. *********** contract year restarted in September 2024, when we received the cancellation request on February 1, 2025, she was billed a prorated charge for the period from September 2024 to February ******* a courtesy, and without admission of fault, *** issued a credit to zero out the balance. 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: 05/14/2025

   
  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:04/25/2025

  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.

  Pivotol Home Solutions aka Oncourse Home Solutions are not fulfilling the outside drain service which i pay for every month on my ********* bill. They have sent out 2 different plumbing companies ( first November then February) to Rod the outside line and camera the line which shows a break in the line ( which by contract is Covered). I've called PIVOTAL approximately 30 times only to be able to converse with customer service representatives who seem to not have any real idea as to why the work is not being done per contract agreement / my case # ******* and was told numerous times that the case was Closed, and also asked if damage by water occurred inside of my home because of this delay would be covered by them and the answer was "NO". I have been pleading with Pivotal C.S. people to get this to the right eyes to loo into this case. As of today 4/25/2025 i contacted C.S. again who informed me as in previous calls she would set this case up as PRIORITY and gave me the dollar amount of the contractors cost for the job ($11,800) which in my mind is why PIVOTAL is doing nothing. I have photos and camera videos of drain damage from plumbers visits saved also, Please Help Me this seems to be another case of just ignore them and they'll go away (THEFT. ) !

  

  Business Response

  Date: 04/30/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 25, 2025, correspondence regarding the complaint filed by ******* *****. 
  
  Upon receiving the referenced matter, PHS contacted Mr. ***** on April 28th regarding his sewer line repair. The repair request was forwarded to the Provider Operations team for review. After thorough evaluation, *** has authorized the repair and will cover the full cost. *** will continue to collaborate with Mr. ***** to ensure the repair is completed successfully. 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

• Initial Complaint

  Date:04/17/2025

  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.

  My cousin passed away in January this year. I am the executrix. I called this company 2/17/25 to cancel the 2 policies/services. I was asked to send a *** which I did. The next month, I received another bill. I called again and was told to send a ***. I checked at home and I had sent it. I called again 3/19/25 and got a supervisor. He said the *** wasn't necessary. He gave me a cancellation number and said this was cancelled. Now I have received another bill in April. They keep charging me and this service should have been cancelled in February. Last time I called (4/14) I asked for a supervisor and the girl kept repeating ************ runs to the end of the month". I gave up. Even they say the account is cancelled but they keep billing. It's now up to 3 months' worth of billing. This account was in the name ***** ******, *********************************************************************************. The company goes by Pivotal or ************* Protection on the bill. Their e-mail is ****************************************************************** The billing address is Box ******************* 60094-4135

  

  Business Response

  Date: 04/28/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 19, 2025, correspondence regarding the complaint filed by ******** ******* on behalf of ***** ******. 
  
  Upon receiving the referenced matter, PHS contacted *********** who reported the customer and family member, ***** ******, as deceased. *** informed her that the accounts had been cancelled, and a credit issued to adjust the balance to zero. We encouraged Ms. ******* to reach out with any further questions or concerns. 
  

  (PHS) takes all consumer complaints seriously and we regret that this issue caused ******** ******* 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

  Customer Answer

  Date: 04/29/2025

   
  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:04/16/2025

  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 paid for a service plan for my heater and sent them $361.00. My wife inadvertently Sent them a second check for the same amount. I have called them 5 times seeking my money back and nothing has happened even though they say they will return my extra payment. This has been going on for a year and nothing has been sent to me. I am on a fixed income and need this money to live.Any help you can render would be appreciated.

  

  Business Response

  Date: 04/25/2025

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your April 16, 2025, correspondence regarding the complaint filed by **** *********.
  
  Upon receiving the referenced matter, PHS issued a request for a refund check for the overpayment to be sent to the address on the account. On April 25th, *** spoke with *** *********, who confirmed receipt of the refund check. We 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: 04/28/2025

   
  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:04/08/2025

  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 Im reaching out because its been a week since my proposal for my air conditioner unit to be approved for my replacement parts. The contractor sent over the proposal I keep getting a run around.The contractor also wants to get the replacement parts ordered with summer coming. Nobody from the claims department is responding to approve the replacement part.

  

  Business Response

  Date: 04/17/2025

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your April 9, 2025, correspondence regarding the complaint filed by **** ******.
  
  Upon receiving the referenced matter, PHS spoke with *** ******* who indicated he was awaiting approval of the provider's proposal. *** informed him that the heating repair has a per-incident amount, and any costs exceeding this amount would be out-of-pocket. *** contacted the provider to confirm coverage details.On April 17th, PHS followed up with *** ******* but he was unavailable, so a detailed message was left.  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: 04/17/2025

   
  Complaint: 23174980
  
  I am rejecting this response because:
  
  Do I receive a check for the 500$ towards a new system or repair? Instead of buying one then getting reimbursed new units costs in the upwards of $4000 I wont be getting one soon. If I was able to get the 500$ sent to me I can atleast put a down payment possibly on a cheaper brand or even get one from pivotal.
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/25/2025

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your April 14, 2025, correspondence regarding the complaint filed by **** ******.
  
  Upon receiving the referenced matter, PHS has made several attempts to reach ********* at the number on the account without success. Attempts were made on April 23rd, 24th, and 25th, during which detailed messages were left requesting a return call.
  

  As per the terms and conditions of his coverage, reimbursement will be provided following the purchase of a new air conditioning unit. To proceed, please purchase the new unit and provide proof of payment. Upon receipt of this documentation, PHS will be pleased to reimburse you up to your coverage limit. We (PHS) encourage Mr. ****** 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:04/07/2025

  Type:Billing 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 company is sending me collection letters trying to scam me into paying them money I dont owe. I have never heard of much less used this company for any services. I have the mail for proof.

  

  Business Response

  Date: 04/17/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 8, 2025, correspondence regarding the complaint filed by ********* *****.
  
  Upon receiving the referenced matter, Mr. ***** was enrolled in the Surge Protection program on November 5, 2021, with charges billed to his gas utility account. (PHS) reviewed the enrollment call and found no evidence to suggest the enrollment was invalid. (PHS) has done its due diligence to inform Mr. ***** of his enrollment status. Multiple attempts were made to contact Mr. ***** by phone on April 9, 10, and 11, with detailed messages left each time. As a courtesy and without admitting fault, (PHS) issued a credit to zero out the balance on the account. We (PHS) encourage Mr. ***** 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: 04/17/2025

   
  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:04/06/2025

  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 all began on February 7th, 2025. We the night before had noticed that our outside sewer clean out was clogged and spilling into our landscaping. I the next morning contacted thru the text phone number to make an claim and appointment to have our clean out rodded out. I pay monthly for outside sewer coverage at a cost of $22.49 a month. That morning thru the chat I was told that I didn't have an adequate clean out and needed to have one installed. This began my problem and a run around of phone calls that weren't returned as well as emails that we were asked to send that were never responded too. I would then find out a few days to a week later when I would contact thru the chat which is the only the way that I was getting some answers. We were told that our account was flagged with "Unable to process with this Component DO NOT SERVICE-No Rodding-Customer Needs Adequate Clean-Out." We were not aware of this at all and then figured out that a company that came out in 2021 from home solutions flagged our account without us knowing. To continue or frustration we then had to get our own plumbing company come out and pay out of pocket which cost us $400.00 out of pocket. We are looking to be reimbursed or refunded for that amount as well as the $1.079.52 I paid for a service for 4 years that I was unable to use. The clean out was deemed adequate by a company home solutions sent to prove it was always there and legal. We are still trying to retain the money we spent and have sent countless emails to a supervisor as well us customer service with no responses. At this time I am unable to get receipts to upload to this as well. But I do have 2 papers that are the receipt from the clean out being deemed legal and valid as well as the receipt that shows the out of pocket expense we paid. We are very frustrated and have had home solutions for over 10 years with no issues. The fact that someone else decided to deem this not legal and we were never notified is ridiculous.

  

  Business Response

  Date: 04/17/2025

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your April 6, 2025, correspondence regarding the complaint filed by **** ***********.
  
  Upon receiving the above referenced matter (PHS) spoke with Ms. *********** she was upset regarding the information provided by ********* about deeming your sewer line. As a result, Ms. *********** had to hire her own provider. (PHS)sent Center Guard to her home and has since addressed the issue and undeemed the sewer line, ensuring that her service is now fully operational. Ms. *********** submitted reimbursement documents for her repair, and it was approved and sent to Accounts Payable for processing. (PHS) as a courtesy issued a credit for 2 months for the inconvenience. 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.

  Customer Answer

  Date: 04/17/2025

   
  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:03/31/2025

  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.

  On July 30, 2024, I signed up for the ************************ program. On November 20, 2024, I filed a claim for a leaky and clogged kitchen sink. When Her's and His Plumbing came, they said it was a collapsed pipe and that AWR would only cover the pipe being repaired; they would not cover the hole in the floor and wall to get to the pipe. I was told how much I needed to pay, and I didn't have the funds at the time. On March 5, 2025, I had the funds, so I called AWR, and I was told the claim from November was closed. I said I understood and asked for a new claim. Her's and His Plumbing came again, and I agreed with what I had to pay, so we were waiting on *** to approve the claim. I called on March 8, 2025, to check the status and was told no decision yet. I asked *** if upgrading to the full home warranty would mess with my claim. I was told no, so I upgraded. On March 10, 2025, I called again and was told it was denied for a preexisting problem. I explained that it was not, and once I told them the situation, they told me I had to open a new claim with the notes of our discussion. The same thing happened on March 24, 2025. So now there are four claims made for the same issue. They continue to tell me it's a preexisting problem. If you look under the new program, it would be a preexisting problem, but this is a problem from November 20, 2024. So now, they are still refusing to pay. Now, I have to pay $7,700. instead of $2,400. I do not understand how they can get away with this.

  

  Business Response

  Date: 04/14/2025

  ************************ (AWR) appreciates the opportunity to respond to your March 31st, 2025, correspondence regarding the rejection filed by ****** *******. 
   
  Upon receiving the above-referenced matter, *** ******* initially contacted AWR on November 15th, 2024, to report an internal plumbing issue. *** promptly dispatched a licensed contractor to her home to investigate. The contractor successfully cleared the line of any obstruction and confirmed that a repair was necessary. Due to access issues, *** ******* decided to pause the claim and agreed to contact *** to file another claim when she was ready to proceed. The repair was completed on April 11th, 2025. We have since spoken with *** *******, who has confirmed her satisfaction with the repair. We encourage *** ******* to reach out to AWR with any further questions or concerns she may have. 
  
  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 if you have any additional questions. Thank you for your time and consideration. 
  

  Customer Answer

  Date: 04/15/2025

   
  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:03/29/2025

  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've made several calls and sent everything they ask me to. Trying to get my reimbursement. Every agent had different statements. One said I was approved for it. The work started in November. I'm still dealing with them for my reimbursement.

  

  Business Response

  Date: 04/11/2025

  ************************ (AWR) appreciates the opportunity to respond to your March 29, 2025, correspondence regarding the complaint filed by ***** ***************** appreciate the opportunity to address Ms.***** ******* concerns regarding her Sewer Line Protection Program (SLPP).
  
  On November 22, 2024, Ms. ****** contacted *** to report a sewer line blockage. AWR promptly addressed the sewer line issue.However, an in-home plumbing blockage was identified, and upon review, the issue was not covered due to the condition of the pipe.
  
  Ms. ****** subsequently hired her own contractor,who successfully cleared the blockage. Following this, Ms. ****** filed a complaint requesting reimbursement for her out-of-pocket expenses. *** has approved her reimbursement request, which will be processed upon receipt of the signed waiver from Ms. ***************** are committed to ensuring that this matter is fully resolved and will continue to work with Ms. ****** to finalize the process.
  
  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: 04/21/2025

  Complaint: 23132515
  
  I am rejecting this response because: The case hasn't been resolved yet with Oncourse Home Solutions.
  
  Sincerely,
  
  ***** Arnold 

  

  Business Response

  Date: 04/28/2025

  American *************** (AWR) appreciates the opportunity to respond to your March 29, 2025, correspondence regarding the rejected complaint filed by ***** ******.
  
  On November 22, 2024, Ms. ****** contacted *** to report a sewer line blockage.AWR promptly addressed the sewer line issue however, an in-home plumbing blockage was identified, and, upon review, the issue was not covered due to the condition of the pipe. Ms. ****** subsequently hired her own contractor, who successfully cleared the blockage. Following this, Ms. ****** filed a complaint requesting reimbursement for her out-of-pocket expenses. AWR as a courtesy and no admission of fault has approved her reimbursement request, which was sent to be processed on April 11, 2025. Ms. ****** has been advised the reimbursement will be received 7 to 14 business days from that date. We encourage Ms. ****** to reach out with any further 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: 04/28/2025

   
  Complaint: 23132515
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******