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.

close

Find a Location

Oncourse Home Solutions has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/03/2023

  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 have repeatedly cancelled the account. # ******* I requested service on my furnace in September, and was told there is no on in the area to service my home and they would call back, after a week I called again and got the same answers, I called again to request service for plumbing issue, the company sent two young men out who told me to just continue put bleach until it was unclogged. after 3 days i hired a plumber and paid $275.00 to have pipes replaced, I sent the request for reimbursement and received a denial letter. I called to cancel in October and now they are now still trying to bill me ove$ ******. it is an attempt. to add something to my credit report.

  

  Business Response

  Date: 03/10/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 3,2023, correspondence regarding the complaint filed by ****************************
  
  Upon receiving the above referenced matter (PHS) has spoken to ********************* an authorized user on *************************** account, advised her they called in on 12/05/22 and 3/3/23 to request to cancel coverage, within that time frame ****************** requested to be enrolled again on 12/17/22 then to cancel 3/3/23. *** explained the reason for high balance on account was due to nonpayment, we have not received payment from **************** since 10/7/22. ************** is aware of the charge being valid. 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: 03/10/2023

   
  Complaint: 19536057
  
  I am rejecting this response because:
  No services the I requested were addressed even after I reactivated the account, I was told that there were no vendors in my area to provide the services, if the company could not provide the services the sold the contract was voided by Pivotal Home Solutions. The Original cancelation should be honored.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/21/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 3, 2023,correspondence regarding the complaint filed by ****************************
  
  Upon receiving the above referenced matter (PHS)has spoken to ********************* an authorized user on *************************** account, advised her they called in on 12/05/22 and 3/3/23 to request to cancel coverage, within that time frame ****************** requested to be enrolled again on 12/17/22 then to cancel 3/3/23. *** explained the reason for high balance on account was due to nonpayment, we have not received payment from **************** since 10/7/22. ************** is aware of the charge being valid. Please see attachment per terms and conditions page 2 states ( In situations where Company informs You that an Authorized Servicer is not available, You may be authorized for repairs done as a Customer Reimbursement. This means You will pay for repairs and submit the invoice to Company for reimbursement and may be reimbursed the cost of covered repairs up to Your Plan Limits. Your Agreement must be active and You must be current on all payments in order to receive such Customer Reimbursement under the terms of this Agreement) per the agreement was not voided.  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: 03/21/2023

   
  Complaint: 19536057
  
  I am rejecting this response because:
  I originally called to cancel the order on 10/7 because I could not receive services I had been told repeated that there was no one in my area I canceled then and was told that the business that the account would be canceled but they wanted an additional 30 days to make it right and send the required personnel to service the boiler I waited and heard nothing further from them upon receiving the next bill I called again to remind them that they had not provided services and that I wanted the account canceled indeed I was told it was canceled obviously it was not when I called in December they had not done anything and I requested the services of a plumber they had no issue with sending out unqualified personnel who told me to take care of the problem I paid a license plumber and sent them a bill which they denied paying not for reasons because they hadn't been paid they just denied paying it again I canceled I've never received a notice of cancellation until the last March cancellation when I told them that they were not going to inflate the bill and try to make an error on my credit report it was not until I file with the better Business bureau that I receive an official notice of cancellation and I have it dated. I am not responsible for any bill after 10:27/20/22
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/28/2023

  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 this is ************************* account number ******* I have a whole house protection program with pivitol home solutions and mid fall last year I called and made a claim about my range upon calling customer service and talking to them to schedule the repair for my appliance they told me that there was no service repair technicians in my area that could repair my ******* range I asked what I could do and was told that they will automatically deem my appliance out and I needed to purchase a new range and I would be refunded ********************************************************************************** and sent it back waited called a few weeks later and was told that it was denied due to no paper from a repair tech told them there was no tech sent to my house due to no one being available and that I was told to purchase one and send in paper work and receipt was told I needed to fill out paper work again so I sent in another copy of paper work then was told money would be put in my bank in about 3 weeks never received the money once again called and was told that my claim was denied I don't know how it goes from approved to denied called again and was told that they don't know why it was denied that they pushed it thru to be taken care of and that I would receive my money still many months later I still have not received my reimbursement even after being told I would receive it have tried calling many times and I don't ever get a response I have emailed claim reimbursement and still no answer or response I am on the verge of filling civil action to remedy this situation I have been a customer for many years and have never had any problems until they owe me money

  

  Business Response

  Date: 03/07/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 28,2023, correspondence regarding the complaint filed by **************************
  
  Upon receiving the above referenced matter (PHS) has spoken to **************** advised him we review documents he has sent in for reimbursement and the Signed Waiver was not sent in, causing reimbursement to be declined. **************** sent the Signed Waiver document and was received on 3/02/23, the document was forward to claims department to be re-open for further review. (PHS) informed **************** the reimbursement claim has been processed and approved on 3/06/23 (1-2 weeks for check to be processed). 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. 

• Initial Complaint

  Date:02/27/2023

  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.

  I requested service on a collapsed sewer line. The local contractor Pivotal Home Solutions used could not fix the problem, so I was told to use a local contractor and then apply for reimbursement. The fix was completed. The contractors performed 2 unrelated fixes. The first fix was covered (to fix the collapsed sewer line). The second was not. They denied the claim. I resubmitted with an invoice detailing JUST the covered fix late November. I submitted separate invoice and the specific photos pertaining to the fix on 11/22/22.At that time, my monthly payment had been denied because the credit card on file was expired. I called to discuss the amended claim and to pay the bill. I updated my credit card information in the system. I was assured by the customer service representative that my claim would still be processed.On December 29th, my claim was rejected, despite the invoice and pictures only depicting work that was explicitly approved by the insurance company. I did not receive any notification of this. I still do not have any notification of this aside from a customer service representative reading me this information. I emailed them on 01/31/2023 to follow up. I did not receive a response. I looked in the portal and didn't see a payment due.I called them on 02/17/2023 to follow up further. Two individual customer service representatives told me that my account had been cancelled on 01/31/2023 (the same day I followed up). My account was cancelled without my approval. A manager said he would call me back. I did not receive a call.I called again on 02/22/23 and was hung up on. I called again and another manager said he would call me back on 02/24/2023. I did not receive a call.I called again on 02/27/2023. I was hung up on twice and finally spoke to the 2nd manager. He said he would call me back.I just the remainder of what they owe me (around $3000).

  

  Business Response

  Date: 03/07/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 27,2023, correspondence regarding the complaint filed by **********************
  
  Upon receiving the above referenced matter (PHS) has spoken to ********************* advised her we review documents she has sent in for reimbursement and an invoice of a full break down of repairs was not sent in, causing reimbursement to be declined. Ms.******* sent the required invoice (full break down of repairs) on 3/06/23, the invoice was forward to claims department to be re-open for further review. We will be actively working with **************** if any further documents are need to further process. 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: 03/08/2023

   
  Complaint: 19507144
  
  I do not accept this response.

  As stated in my original complaint:

  - the claims department has taken a month between responses, if they respond at all

  - my account has been cancelled without my consent

  - communication with this company is deeply unreliable; I have been hung up on 4+ times. Managers have promised to contact me and failed to do so.

  It would be foolish for me to believe that this matter will be resolved without the BBB, especially since I received no assistance before filing the complaint.

  I'm looking forward to timely future communication with you. Please feel free to reach out at any time.

  Best,
  
  *********************

  

  Business Response

  Date: 03/14/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 27,2023, correspondence regarding the complaint filed by **********************
  
  Upon receiving the above referenced matter (PHS) has spoken to ********************* advised her we review documents she has sent in for reimbursement and an invoice of a full break down of repairs was not sent in, causing reimbursement to be declined. *************** sent the required invoice (full break down of repairs) on 3/06/23, the invoice was forward to claims department to be re-open for further review. The reimbursement was approved on 3/13/23 and was sent be direct deposited into account requested by customer (1-2 weeks to receive). 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: 03/17/2023

   
  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. My claim was reviewed within the week, much faster than the estimated 6 weeks. The money was also deposited into my account far faster than the 1 to 2 weeks estimated after my claim was processed.

  Thank you for the timeliness of your responses from the start of this BBB complaint to the end.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/23/2023

  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 is a third party service offered alongside my electric bill. I called December 13 @ 9:54 pm to cancel this service. I even have the call log on my phone. I spoke with someone that stated it would be. It took me two more phone calls along with almost two more months to get the account closed. I'm not being charged $159.85 for "past charges." They stated the account was closed on January 23 (customer service) while I have a letter stating that it was canceledn 2/8/23. I have two different dates, neither of which are correct.

  

  Business Response

  Date: 03/01/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 23, 2023, correspondence regarding the complaint filed by **********************************
  
  Pivotal Home Solution (PHS) has made several attempts to ********************************* and were unsuccessful to reach him/her by the telephone number we have listed on file for his/her account. 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: 03/02/2023

   
  Complaint: 19459401
  
  I am rejecting this response because: they did leave me two messages while I was at work. However, I returned those calls and left messages as well too get a return call and never have. This company is ridiculous. I want my account cancelled per my first phone call to them, December 13. I attached the screenshot of that phone call in my initial complaint. Then my Center point account needs to be credited the difference i was charged. Thank you.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/10/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 23, 2023, correspondence regarding the complaint filed by **********************************
  
  Pivotal Home Solution (PHS) has spoken to ****************** on 3/6/23, informed she cancelled account on 1/23/23 and received letter stating 2/8/23. PHS explained the process of cancelling an account, once cancellation is requested, the coverage will end until the end of the billing period in this case (1/7/23-2/08/23) this will be last day of service and billing. PHS as a goodwill gesture and not an admission of any liability, has offered to credit the open balance on the account as a courtesy (1-2 billing cycles to reflect). ****************** agreed this would resolve the dispute. 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: 03/11/2023

   
  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 even though the date of cancellation is STILL incorrect. the initial call to cancel the account was in December as the attached screenshot shows. it's whatever and I just want this over with.
  

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/21/2023

  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.

  Business has been debiting my bank account since 9/25/2009 claiming that i signed up for gas line protection service through what was previously called Nicor Home Solutions, and now called Pivotal Home Solutions. When i asked them to provide proof either in writing, or a video recording of a verbal commitment authorizing to bill my account they could not do so. On more than a couple of occasions their reps have insisted that mailers have come to my home indicating the account was up for renewal. Of course these would have been thrown in the garbage by myself as i would have determined them to be junk mail to which i was not interested. The only reason i know now about the charges is because the last renewal came in a rubber sealed postcard that did not require effort opening. i flipped it open and was immediately taken aback that they claimed I was a customer. I have never in my life dealt with, communicated with, or authorized anyone associated with their business to provide any type of protection regarding my home. I started doing research and noticed that their company appeared as a charge on my **************. I immediately called ***** and they told me that I had been signed up previously with Nicor Home Solutions since 2009, before it was switched over to PHS in 2014. I've talked to no less than six reps with PHS, between Feb 6th and now. Multiple times I requested PHS provide proof either written, or verbal, that i had ever authorized such a charge or issue a refund. None of them have ever provided such proof. One rep ***** even suggested going to NIPSCO and requesting proof???? Phone conversations with the reps have been recorded and are available for review if necessary. The last rep I talked to was **** in their ********************** on Feb 21st. He claimed he was offering me "recourse" in the form of a 3 yr reimbursement plus 2023 charges to which i refused. I'm seeking a full refund from 9/2009-2/2023 for any charges levied against my Nicor bills.

  

  Business Response

  Date: 02/27/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 21,2023, correspondence regarding the complaint filed by ********************
  
  Upon receiving the above referenced matter ************, was enrolled in the Gas Line Protection (the Program). At the time of enrollment, he would have received terms and conditions for the program. Since then, ************ has received monthly charges for the Program on his ********* utility bill. Hes received annual notices of the Program renewal on August 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021 and 2022, via direct mail to customers Billing address. (PHS) has done our due diligence to inform customer on enrollment and renewal notifications to customer and visible on utility gas bill shown as (optional service non-utility). We found no evidence that the enrollment was invalid, and we believe ************ has had sufficient notice about his enrollment in the Program.  On 02/06/2023 was the date the contract was requested to be cancelled by ************. (PHS) as a goodwill gesture and not an admission of any liability, has agreed to a one-time courtesy to refund for the account and declined refund. We (PHS) encourage ************ to contact us with any additional questions or concerns (please see attachment of notice of coverage we have sent to customer).

  
  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: 02/27/2023

   
  Complaint: 19445197
  
  I am rejecting this response because:

  
  

  of the fact that  there is no proof  I ever signed up for any "Program"  as they falsely allege. Furthermore, the onus is on them to provide proof in writing, as indicated by ***** in previous correspondence, or at minimum provide a audio recording authorizing such a charge to take place. They can produce neither. despite the fact both have been requested multiple times. They keep mentioning sending out renewal notices and making claims that the charge has always been on my Nicor bill, but their claims are both irrelevant. Its irrelevant, because as mentioned multiple times before, any correspondence from them would have been considered nothing more then junk mail and it would have been tossed out immediately without question as i had no desire or interest in their services and had no agreement with them. Furthermore, my NICOR bill is automatically debited out of my account. I would normally not have a reason to question a bill so long as there are no SIGNIFICANT upcharges that would have aroused my suspicion and that was the case with my NICOR bill. They are basically trying to victim blame and say it was ok to steal out of my account because I wasn't looking. At the end of the day their is no mutual assent and there is no proof of mutual assent and thats what matters above all else. I want a full refund and this company to be held responsible. 

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

  
  

  
  

  

  Business Response

  Date: 03/09/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 21, 2023, correspondence regarding the complaint filed by ********************
  
  Upon receiving the above referenced matter ************, was enrolled in the Gas Line Protection (the Program). At the time of enrollment, he would have received terms and conditions for the program. Since then, ************ has received monthly charges for the Program on his ********* utility bill. Hes received annual notices of the Program renewal on August 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021 and 2022, via direct mail to customers Billing address. (PHS) has done our due diligence to inform customer on enrollment and renewal notifications to customer and visible on utility gas bill shown as (optional service non-utility). We found no evidence that the enrollment was invalid, and we believe ************ has had sufficient notice about his enrollment in the Program. On 02/06/2023 was the date the contract was requested to be cancelled by ************. (PHS) as a goodwill gesture and not an admission of any liability, has agreed to a one-time courtesy to refund for the contract and he declined refund.We are still offering to refund ************ for the contract. 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: 03/11/2023

   
  Complaint: 19445197
  
  I am rejecting this response because:

  All PHS keeps doing is repeating the same thing. They keep insisting that I was part of a "program" willingly which I vehemently deny and they have continuously failed to prove. It's irrelevant if any reminder notices went out if you never had a mutual agreement to begin with. Without a written or verbal authorization the only proper response that will be accepted is if the full amount of charges taken from my account unauthorized are returned promptly.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/28/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 21, 2023,correspondence regarding the complaint filed by ********************
  
  Upon receiving the above referenced matter ***********, was enrolled in the Gas Line Protection (the Program). At the time of enrollment, he would have received terms and conditions for the program. Since then, ************ has received monthly charges for the Program on his ********* utility bill. Hes received annual notices of the Program renewal on August 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021 and 2022, via direct mail to customers Billing address. (PHS) has done our due diligence to inform customer on enrollment and renewal notifications to customer and visible on utility gas bill shown as (optional service non-utility). We found no evidence that the enrollment was invalid, and we believe ************ has had sufficient notice about his enrollment in the Program. On 02/06/2023 was the date the contract was requested to be cancelled by ************. PHS is only required to keep records of enrollment for a minimum of 2 years, in the case of ************ the length of enrollment we will not have records. (PHS) as a goodwill gesture and not an admission of any liability, has agreed to a one-time courtesy to refund for the time customer has paid into contract programs. 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: 03/31/2023

   
  Better Business Bureau:

  Assuming they plan to fully refund the amount that has been paid into the program since the start of the program:

  The total should be $541.05+$297=$$838.05
  
  
  10/2014-10/2018 -      $4.95 a month x 48 mths =  $237.60
  **************** -     $5.95 a month  x 51 mths = $303.45

   

  Then I would consider the matter resolved.
  

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

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19445197
  
  I am rejecting this response because:

  I would like to reopen the complaint on this case. The business in question indicated they would be reimbursing me for the amounts requested taken without authorization to try and resolve the issue and its been two weeks and i haven't seen or heard anything. When i tried to call the customer service line *************) to try and get in touch with the ********************** they indicated they have no way of reaching anyone in that department and were unfamiliar with a **** who was the last one I talked to associated with the company. When i try the ************ number all i get is a message is busy signal and a automated message from ******* Wireless stating  "the number cannot be completed as dialed as the called party is busy. Please hang up and try again later"

  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/25/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 21, 2023, correspondence regarding the complaint filed by ********************
  
  Upon receiving the above referenced matter ************, was enrolled in the Gas Line Protection (the Program). At the time of enrollment, he would have received terms and conditions for the program. Since then, ************ has received monthly charges for the Program on his ********* utility bill. Hes received annual notices of the Program renewal on August 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021 and 2022, via direct mail to customers Billing address. (PHS) has done our due diligence to inform customer on enrollment and renewal notifications to customer and visible on utility gas bill shown as (optional service non-utility). We found no evidence that the enrollment was invalid, and we believe ************ has had sufficient notice about his enrollment in the Program. On 02/06/2023 was the date the contract was requested to be cancelled by ************. PHS is only required to keep records of enrollment for a minimum of 2 years, in the case of ************ the length of enrollment we will not have records. (PHS) as a goodwill gesture and not an admission of any liability, has agreed to a one-time courtesy to refund for the time customer has paid into contract programs subject to a waiver signed and returned to PHS. ************ has denied the refund, at this time the refund will still be open to customer once waiver is signed and received (customer has received waiver).  We (PHS) have due our diligence to help ************ and encourage him 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:02/21/2023

  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.

  2:00pm on 2/21/23 I called ************** and said I wanted to cancel my policy. I was transferred to another line and after answering a few questions I was disconnected.The solution I am looking for is the disconnection on my policy.Thank you

  

  Business Response

  Date: 03/01/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 21, 2023, correspondence regarding the complaint filed by ************************
  
  Pivotal Home Solution (PHS) has made several attempts to *********************** and were unsuccessful to reach him/her by the telephone number we have listed on file for his/her account. As requested, per customer complaint the account has been cancelled. 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.

• Initial Complaint

  Date:02/20/2023

  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.

  This company just out of the blue renew a policy with out a simple email, or call. Then after over drafting you they don't even give you a notice of renewal. There was not one word they just take your money and run. I would like the $25.00 over draft fee plus the $130.80 for policy refunded there are other Warranty companies that is MORE PROFESSIONAL.

  

  Business Response

  Date: 02/28/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 20,2023, correspondence regarding the complaint filed by ****************************
  
  Upon receiving the above referenced matter PHS spoke to **************** regarding his contract terms and conditions. **************** informed he has called in on 2/20/23 and spoke to CSR ***************** Representative) and he was able to resolve the complaint regarding his contract renewal. 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.

• Initial Complaint

  Date:02/16/2023

  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.

  ******* Home Solutions, AKA American Home Solutions, YourHomeSolutions.com In December 2022 I inadvertently overpaid the monthly $19.49 through my bank's online bill payments. I paid $250. Despite 7 phone calls to various phone numbers, I have not been able to resolve this issue. I have been repeatedly told various stories; 1) a supervisor will call me back or email me, no one has contacted me 2) a refund of $230.51 would be made with in one week, I have not received a refund 3) it takes 2 billing cycles to issue a refund, it is past 2 billing cycles 4) Have called customer service ***************** ********, and ************. All calls are answered by out of the US call centers.

  

  Business Response

  Date: 02/20/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 16, 2023,correspondence regarding the complaint filed by **********************************
  
  Upon receiving the above referenced matter (PHS)has spoken to ******************** regarding the matter with her over payment she has made to PHS. We reviewed account and determined a refund check has been processed on 2/14/23 (check Number: ******) in the amount of the overpayment made to the account. ******************** understood process for the refund 1-2 billing cycles to receive.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: 03/24/2023

   
  Complaint: 19418123
  
  I am rejecting this response because:
  
  

  My original complaint was filed on 2/16/23. I would like to restate the problem and clarify a couple of points:
  I inadvertently over paid from my online banking on 12/28/22
  I noticed the error and made my first call to Pivotal Home Solutions in early Jan 2023; do not remember the exact date
  They were not able to give me any information on how to resolve the  problem but promised that a supervisor would return my call
  After at least a week of no return call, I called again on 1/16/23
  Then on 1/24/23, 1/27/23 and 2/2/23
  I never received a return call after have been told on each call that a supervisor would call me
  I called again on 2/6/23 and was told I would get my refund in one week
  After one week of not getting the refund check, I called again on 2/13/23
  They claimed that I had been advised it would take 2 billing cycles, but I was not told that until 2/13/23 and it had already been 2 billing cycles
  I then filed my complaint with the ******* BBB on 2/16/23
  Pivotal Home Solutions then finally called me on 2/16/23 only because of my complaint to you.
  On this date I was told that a check #****** had been issued on 2/14/23
  Since I did not receive a refund, I called again on 2/24/23, 3/1/23, 3/6/23 and 3/10/23 and left answering service messages
  Each time the message stated that they would return the call
  On 3/10/23,I received a third billing statement still showing the balance of $236.55 owed to me
  As of todays mail, Monday 3/13/23, I have not received the refund
  It has been just short of a month since they claim my refund check was issued.
  I must state that I have been pleasant, polite and patientno unpleasant language or behavior
  Perhaps they are irritated that I have been so persistent, but the ONLY time they return my calls is if you intercede!
  Can you please help me resolve this?
  
  Thank you!
  Sincerely,
   *********************************
  

  
  

  

  Business Response

  Date: 03/31/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 16, 2023,correspondence regarding the complaint filed by **********************************
  
  Upon receiving the above referenced matter (PHS)has spoken to ******************** regarding the matter with her over payment she has made to PHS. We reviewed account and determined a refund check has been processed on 2/14/23 (check Number: ******) in the amount of the overpayment made to the account. ******************** understood process for the refund 1-2 billing cycles to receive. At this time ******************** has informed us her refund check has not been received. We have reissue another check to be sent out via mail to customer billing address on file (1-2 billing cycles to receive). We be activity working with ******************** throughout this process of reissuing the refund check,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: 04/05/2023

   
  Complaint: 19418123
  
  I am rejecting this response because: Unfortunately, I do not trust that I will recieve the refund.  It seems ridiculous to me that it would take 1 to 2 billing cycles to send me a check that they claim has already been cut.  They claimed that before and I never received the first promised check.  However time will tell.

  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/10/2023

  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.

  In November 2022 a home protection (for our heating system) was purchased with Pivotal Home Solutions and payment of ****** (by check) was made in full for a year of service. On 12/24/2022 our furnace stopped working and I called for service. Was told HVAC company would call on Monday 12/26/2022. When they didn't' I called Pivotal again and they sent our claim to a second HVAC company (I found out later that the 2nd HVAC company did not receive our claim until Wednesday, 12/28/2023) By Tuesday 12/27/2022 we were freezing and called our own HVAC company to make repairs. On 12/28/2022 I called Pivotal to cancel our policy and asked for refund for remainder of the year. I was also told to send a claim reimbursement to AMWATER.com. and attach copy of repair invoice. I did that and called to check on the claim with AMWATER the following week. I was informed that they received my email on 1/4/23 and I would hear back in a week or two by email regarding repairs and asking for reimbursement of ****** for repairs, I was also told on that same call that cancellation of policy was pending and would hear by mail.Received cancellation of policy notice in mail on 1/10/23. Today I called AMWATER regarding repair claim and was told they had nothing to do with it and I needed to call Pivotal. When I called Pivotal I was told an authorization to cancel policy was never signed by us and no refunds were being paid to us. After asking for supervisor who was currently not available, I was told that billing would call me back. Asked who and when and was told they would put refund in my bank acccount (they do not have my bank account information). So bottom line, paid for home protection plan for a full year in November 2022, cancelled in December 2022 and had to get own repair person. Now out ****** plus ****** and am being told they cannot give me any money back because of an authorization form that I am only hearing about today, 2/10/2023 ? I hope you can help me.Thank you

  

  Business Response

  Date: 02/16/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 10,2023, correspondence regarding the complaint filed by ******************************
  
  Upon receiving the above referenced matter (PHS) has spoken to **************** advised her we review documents that she has sent in for reimbursement on a repair and customer authorization form was not sent in, causing reimbursement to be declined. *************** requested forms to be resent to her via email and mail, once document is received, we will forward to claims department to be re-open for further processing (we have not received document at this time) currently waiting. (PHS) informed *************** she requested account to be cancelled on 12/28/22, she is annually bill and will receive a refund check for the time she has not went thought under her 12-month agreement (1-2 billing cycles to receive). The check will be sent via mail to customer mailing address on file.  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. 

• Initial Complaint

  Date:02/10/2023

  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 notified ******** Home Solutions on Nov. 11, 2022 about a gas leak I had by my fire place. They notified **************************** and they came out and validated I had a gas leak when the fire assist value was in the on position. The representative at ******** Home Solutions agreed I had an issue that was within my coverage contract. I have the ************ Line Protection coverage account number *******, contract number *******. They said they didn't have a repair company in my area and sent me an "Out-of-Network Line Repair" authorization. I had the repair completed by Fireplace Specialists on 12/28/2022. I will attach their receipt. There charges were well below my coverage amounts. I sent the receipts and reimbursement forms to ******** Home Solutions on 12/29/2022. I received an email on 2/7/2023 stating I had no entitlement - not covered under contract and the repairs completed are not covered. I immediately called the provided phone number and was rudely told by "******" that their is no way for me to talk to the reimbursement center, but I could email them. I then asked to talk to supervisor and he said he would have one call me within 24 hours and no one ever called. I am very frustrated that they will not pay a valid claim for which I have coverage. When I spoke to ******** Home Solutions in November, they agreed I had coverage for that type of repair under my contract. I am seeking payment for a repair that they should cover under my contract.

  

  Business Response

  Date: 02/16/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 10,2023, correspondence regarding the complaint filed by ****************************************** 
  
  Upon receiving the above referenced matter (PHS) has spoken to ******************** advised him we review documents he has sent in for reimbursement on Gas line repair.The reimbursement was declined due to the Terms and Conditions page 7 under ************ line Protection states ( Exclusions include, but are not limited to; Removal of items necessary to access the exposed interior/exterior gas piping, including, but not limited to, appliances and furniture Movement of the meter at the time of repair or replacement Service to natural gas meter including connections Repair or replacement of any gas appliances, B-valves, pilot tubes and incorrectly-sized gas ************** to any gas piping connecting to built-in stoves or fireplaces - Repair or replacement of any devices or equipment utilized to regulate gas pressure Lining of piping Piping to Home ********************** (CNG) fill station and any internal and external components of **************** Piping to Hydrogen generators and any internal and external components of Hydrogen generator Code upgrades to non-leaking lines) repair done to Gas line would not be covered. (PHS) as a goodwill gesture and not an admission of any liability, offered to refund the time paid to the contract and ******************** agreed to the refund (1-2 billing cycles to receive refund). We have done our diligence to help *************************** on his reimbursement and encourage him 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.