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

  
• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

• 

  Extra Service Protection

  100 International Dr # 175 Portsmouth, NH 03801-6854

• 

  Nipsco Home Solutions

  PO Box 5370 Naperville, IL 60567-5370

• 

  Extra Service Protection

  100 International Dr Ste 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:03/24/2025

  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.

  Complaint manually entered by a Customer Relations Chicago ******************** **** "I have sewer issues. Oncourse sent someone out. **** from T&J Plumbing also came out. Monday morning, I called Oncourse. T&********** told me I have to deal with Oncourse. Oncourse gave me the runaround and said exterior sewer and septic tank restoration was unlimited. They said they weren't going to replace it because of the clay ***** They told me they won't stand behind the warranty, and they're standing behind the decision. I'm on social security and disability. I think I've been done wrong. It's not fair."

  

  Business Response

  Date: 03/31/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 24 2025,correspondence regarding the complaint filed by ***** *******.
  
  Upon receiving the referenced matter, PHS engaged in a discussion with Mr. ******* regarding his concerns about the repair of his outside sewer line. *** informed ********** that the initial repair proposal was denied because the sewer line was free flowing. Mr. ******* explained that, although the line is open and flowing, it is moving slowly and causing issues within the home. After reassessing Mr. ********* sewer line situation, *** has decided to authorize the repair. *** will continue to collaborate with Mr. ******* until the repair is successfully completed. 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:03/22/2025

  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.

  I spoke to a service *** name **** on February 27th or February28th 2025.I requested to discontinue my Plumbing coverage. There was to be an increase in my Electric line coveraage of *****. I was told that my new bill for March would be (*****) I paid the bill. Today I received bill for March (98.96).I phoned and spoke with a *** and was informed that the *** did not follow through with the cancellation per policy/procedure, which makes the plumbing still active on my account. I have not received a letter as yet about this matter. Very frustrating service *** does not follow the policy or procedure for customer accounts in this type of issue. I've been a customer for years and I don't feel a trust from this company. I will not pay a bill for a shortest of ($1.49) with a new bill showing more than what was told to me at the cancellation of coverage plan. My bill for ***** is ***** that is what I was told. I ask PHS CHECK their records about my account on this issue and give me word on solving what the problem with the service center *** not doing her job correctly and causing me this stress. I wish now to close my account, I was offered by the service center person I spoke with today a bundle protection plan that coverage everything but with this (Big error on PHS end) I'm not trusting it be done correctly. 

  

  Business Response

  Date: 03/26/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 23, 2025, correspondence regarding the complaint filed by ******* ******.
  
  Upon receiving the above referenced matter (PHS) spoke with Ms. ****** regarding her concerns about the price increase. She said she called in February 2025 and requested the plumbing coverage be removed due to the price increase. Ms. ****** called back to inform the agent the coverage was never removed. Ms. ****** advised *** this is the reason for cancelling. PHS as a courtesy issued a credit to zero out the balance on the account. We (PHS)encourage Ms. ****** to contact us with any additional questions or concerns.
  
  (PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration.
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23101624
  
  I am rejecting this response because when I spoke with the representative I clearly stated i no longer wish to have an account with this company, there is no mention here of the account being CLOSED. I thank PHS for the zero balance but please note there should an indication of this account discontinued.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/31/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 23, 2025, correspondence regarding the complaint filed by ******* ******.
  

  Upon receiving the above referenced matter (PHS) spoke with Ms. ****** regarding her concerns about the price increase. She said she called in February 2025 and requested the plumbing coverage be removed due to the price increase. Ms. ****** called back to inform the agent the coverage was never removed. Ms. ****** advised *** this is the reason for cancelling. The contract was cancelled at the customers request March 22, 2025. A contract termination letter was mailed on March 24, 2025. PHS as a courtesy issued a credit to zero out the balance on the account. We (PHS) encourage Ms. ****** to contact us with any additional questions or concerns.
  
  (PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23101624
  
  I am rejecting this response because:
  I rejected this response because the Oncourse Home Solutions has not given me (in writing) account closed and bill zero out. I would like an answer to this issue. Thanks *. ******
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/15/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 23, 2025, correspondence regarding the complaint filed by ******* ******.
  
  
  Upon receiving the above referenced matter (PHS) spoke with Ms. ****** regarding her concerns about the price increase. She said she called in February 2025 and requested the plumbing coverage be removed due to the price increase. Ms. ****** called back to inform the agent the coverage was never removed. Ms. ****** advised *** this is the reason for cancelling. PHS as a courtesy issued a credit to zero out the balance on the account. We (PHS)encourage Ms. ****** to contact us with any additional questions or concerns.
  
  (PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration.
  
  

  Customer Answer

  Date: 04/18/2025

   
  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:03/17/2025

  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.

  Home Pivotal Solutions is a 3rd party homeowners insurance I had for outside water and sewage lines and leaks for inside pipes. They were being paid through my ****************** account, which was previously Vectren.I would make my gas bill, and then Home Pivotal Solutions would send their bill in, making me fault out on payment. My ****************** account has been locked up for months and no one over there is helping me get this fixed.I sent a final payment to HPS for an amount of ****** back in December and canceled the insurance. They are still charging me, taking money out of my account and penalizing me, even though I've called them multiple times and explained the situation

  

  Business Response

  Date: 03/25/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 17 2025, correspondence regarding the complaint filed by ***** *****.
  
  Upon receiving the above referenced matter (PHS) We have made multiple attempts to contact the customer but have not received a response. An attempt was made on 3/18, 3/24 and 3/25 and a detailed message and contact number were left each time. After reviewing Ms. ****** account, it was noted that she called and requested to cancel her warranty on December 27, 2024. The last billing invoice presented was dated December 9, 2024, which is prior to the cancellation date. Additionally, no payments were posted to the account from July to December 2024, when the account was cancelled. We kindly request that ******** contact us at her earliest convenience.
  
  (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:03/17/2025

  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.

  Hot water heater went out Friday morning called at 9am no one called I called at 430 gave me name of company to fix and said they would call they called Saturday morning said waiting on proposal for new heater without ever looking at it without hot water 4 days now and called company said they are waiting on proposal and someone would call in ten minutes still no call I am 73 and husband just had open heart surgery still without hot water can not understand people when I call paying on this for 20 years seems like a ripoff need fixed ASAP

  

  Business Response

  Date: 03/26/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 17, 2025, correspondence regarding the complaint filed by **** ********.
  
  Upon receiving the above referenced matter (PHS) spoke with Ms. ******** regarding her reimbursement for her water heater. *** advised *********** her coverage does not have replacement coverage. She mentioned that she had upgraded to the water heater repair coverage. PHS advised her at the time her water heater was deemed irreparable she had the Water Heater Basic coverage, which does not have replacement coverage. After careful consideration, we have decided to authorize the reimbursement for the water heater repair, contingent upon Ms. ******** completing the reimbursement documents and providing a receipt as proof of purchase for the new water heater. 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: 04/09/2025

   
  Complaint: 23075411
   
  I am rejecting this response because:

  
  Upon contacting us they offered to send money of ****** Since we paid ****** for heater and 270 for installation I feel as if they need to pay this. After all THEY never explained anything when we signed up for the plan and took it over from Nipsco.  Since we have been paying for something for 20 years.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 04/15/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 17, 2025, correspondence regarding the complaint filed by **** *********
  
  Upon receiving the referenced matter, PHS agreed, as a courtesy, to reimburse Ms. ******** for the water heater replacement, despite her ineligibility for replacement coverage. *** offered to reimburse up to the maximum limit under the Water Heater Repair Replacement Coverage. Ms. ******** did not qualify for any replacement coverage under the Water Heater Basic plan she had maintained for years. Recognizing her long-term commitment to this plan, *** agreed to reimburse her up to the maximum replacement amount under the Water Heater Repair program. If the reimbursement amount does not cover the installation costs, this will be an out-of-pocket expense for Ms. ********* PHS attempted to contact Ms. ******** to discuss this matter, but she was unavailable.  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: 04/22/2025

   
  Complaint: 23075411
  
  I am rejecting this response because: 

  have business send check for replacement tried to call no answer

  
  

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

• Initial Complaint

  Date:03/15/2025

  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.

  My furnace was inspected in Dec 2024 and found to have dangerous issues. I have a home warranty plan with Nicor Home solutions, aka Pivotal Home Solutions, aka Oncourse Home Solutions. They came out and found the same issues and provided an estimate to replace my furnace. It was higher than another estimate from a trusted provider. I went with the other provided and submitted an out-of-network claim, including my receipt for the new furnace that was installed in January 2025 by ******** Heating. My claim was denied saying that I did not provide a receipt. However I did provide the receipt. I've attached it here, though it's not the original copy (I sent that with my claim papers). I also have followed up with customer service several times and am not getting movement. Account Number: ****** Contract Number: ******* They also somehow signed me up for auto billing even though I didn't knowingly do that. Please help.

  

  Business Response

  Date: 03/18/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 16, 2025, correspondence regarding the complaint filed by ****** ******.
  
  Upon receiving the above referenced matter (PHS) Spoke to ********* regarding the reimbursement for her furnace replacement. The ***************** received a receipt for a purchase from Bucaros Heating & Air conditioning. The receipt did not indicate what was purchased. (PHS) advised Ms. ****** to provide an invoice for the furnace she purchased. Ms. ****** stated she did not have any receipts other than the one she submitted with the total cost only. *** contacted the provider on the receipt by phone to verify the furnace was purchased. Ms. ******* claim was approved and sent to Accounts Payable on 3/12 for processing. We (PHS) encourage Ms. ****** to contact us with any additional questions or concerns.
  
  (PHS) takes all consumer complaints seriously and we regret that this issue caused ****** ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration.
  
  

• Initial Complaint

  Date:03/14/2025

  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.

  I have 4 service contracts with Oncourse Home Solutions and have been a customer for nearly 5 years. Originally, they were Nicor Home Solutions and then became Pivotal Home Solutions. Have not been able to access their website to manage my account for 1 year- the last invoice I have is dated February 25, 2024 September 2024 I received notices of upcoming charges that were increasing significantly and contacted Pivotal Home Solutions to request better terms. I made numerous telephone calls which included hold times of hours, but ultimately the rep(s) verbally offered satisfactory terms with discounts.October 2024 began to receive contracts for 3 of the 4 accounts that were for amounts more than the agreed amounts and my credit card was billed for these erroneous amounts. For two more months I suffered through more hold times for hours and representatives giving me promises to correct.November 2024 the matter was escalated to **** who can not be reached and do not solve the matter. Unauthorized charges were billed to my credit card.December ****************************************** an effort to stop the unauthorized charges, however by some unbeknown way Oncourse continued to bill my credit card that had a new number.January 2025 I cancelled the 3 accounts after being told that I could not be removed from auto-billing nor receive invoices by mail or electronically. February Oncourse continued to bill; credit card number was changed again. March Oncourse continues to bill to new a 3rd credit card for cancelled accounts, Unbelievable, and outrageous practice particularly from a company that was so very upstanding.

  

  Business Response

  Date: 03/26/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 14, 2025, correspondence regarding the complaint filed by **** *****.
  
  Upon receiving the above referenced matter (PHS) spoke with Ms. ***** regarding her online issue and informed her concerns were forwarded to the IT team, who are currently working on resolving them. Ms. ***** has multiple locations, she was concerned with the price increase which caused her to cancel her services. PHS went through each location to enroll her into the **** programs she had before at the same discount price. It was advised that the discount price is for one year, the price will increase to the original price at renewal.PHS issued credits as a courtesy to zero out any balance on the accounts. 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: 03/28/2025

   
  Complaint: 23066114
  
  I am rejecting this response because:

  The representative inspires confidence in me that this will be resolved, but to date it hasn't been completed. 

  1 of 3 refunds have been received, 2 of 3 revised contracts have been received, and website access has not been restored. In fact, IT has not contacted me at all as promised.

  The resolution is a work in progress, however, at this time I cannot dismiss the matter. 

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/04/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 14, 2025, correspondence regarding the complaint filed by **** *****.
  
  Upon receiving the above-referenced matter, PHS communicated with Ms. ***** regarding her online issue. We informed her that her concerns have been forwarded to the IT team, who are currently working on resolving them. On April 4, 2025, PHS updated Ms. ****** assuring her that we are collaborating closely with the IT team to restore access to all her online accounts. *** has successfully reinstated coverage across all locations. We 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: 04/04/2025

   
  Complaint: 23066114
  
  I am rejecting this response because:

  The terms promised by the company have not been fully met. Do not have all of the corrected contracts and I still; do not have access to the company website. Thus, I am unable to manage the accounts (e.g. View Invoices, Payment history, manage payment options, etc.).

  Nor has the company sent communications to me as indicated in their response to you. Customer Loyalty Credit for the inconvenience promised by one of the representatives has not been received. 

  On the positive side the newest representative has diligently contacted me by telephone and verbally advises of what she is trying to resolve. Regrettably, I do not have a direct telephone number nor email to contact said representative. 

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the preferred interior Plumbing Protection Plan from American Home Solutions on 01/27/2025. The document stated the preferred interior plumbing protection, protects up to $5,000. Supply line to bathtub, supply line and shutoff valve, leaking or broken line. I elected all plans with the Oncourse representative American Home Solutions/ Oncourse began billing my ******************** account in the amount of $40.47 from 12/23/2024- 01/24/2025. And $83.81 from 01/24/2025-02/24/2025. I observed a leak in the bathroom faucet on 03/01/2025. I contacted Oncourse Home Solutions and advised a representative of the problem. I was given a repair date of 03/10/2025. I didnt feel comfortable waiting until 03/10/2025 due to not knowing the origin of the problem. I contacted ************ Experts, and a plumber came out to my residence 3/04/2025. The plumber removed the bathtub faucet and discovered a leak in the supply line to the bathtub/shower. I contacted Oncourse to advise of the leak. I was instructed to have ************ Experts repair the leak, due to Oncourse not having any available plumbers. I was instructed to pay for the repair out of pocket and fill out a reimbursement form, including payment receipt, and the receipt from ************. The receipt detailed shower valve repair. The shower is also the tub. There is only one supply line in my bathtub, it services both shower and tub. I paid $893.36 for ************ services. I submitted all required documentation, in addition to pictures and videos. My claim was denied. Ive called the services and requested a refund. I have not received a refund, and I was advised by an Oncourse representative that I have been billed for another month of service. It is my belief that this company is a scam. Oncourse stated they denied the claim due to the repair not being in my contract. I initially thought ************ worded the repair in correctly, due to being told that by an Oncourse representative.

  

  Business Response

  Date: 03/18/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 13, 2025, correspondence regarding the complaint filed by **** ****.
  
  Upon receiving the above referenced matter (PHS) Spoke to Ms. **** on 3/13/2025 and advised her that the reimbursement for her plumbing repair was denied because her repair was to her showerhead and parts related to her showerhead. (PHS) advised her she is enrolled in the Preferred Plumbing program,anything relating to a fixture is not covered. (PHS) advised her the Preferred Plumbing cover leaks or breaks in the water plumbing Supply System and Drainage System, and removal of clogs and blockages from the drainage system. After a review of Ms. ***** concerns (PHS) as a courtesy with no admission of fault issued reimbursement for half of the repair cost. (PHS) advised her this could take up to 30 days. Ms. **** has accepted this outcome. We (PHS) encourage Ms. **** to contact us with any additional questions or concerns.
  
  (PHS) takes all consumer complaints seriously and we regret that this issue caused **** **** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration.
  
  

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had pivotal home solutions service plan for many years to protect my heating system. Originally I had a plan from ********* but they took over the account. Every year they send me a new bill in the mail to re enroll in the protection plan. This year I noticed the amount had dramatically increased from what I had been paying. I called them to inquire. They would not reduce the pricing so I requested information about what the plan covered. They could not give me an adeqate explanation of my benefits and stated that they would have to send it to me after a certain amount of time. On October 30 2024 I received correspondence in the form of an Email from ******* ***** Chief Customer Officer that outlined the plan benefits. I responded to him via email on Nov 3:**** ******* <***************************************>Nov 3, 2024, 5:18PM to PIVOTAL Hi,Thanks for the copy of the plan. I had called in because I wanted the specifics of the plan I have and did not like that my price had increased. My understanding is that The $420 only includes heat and water heater and has a $500 per call limit. If this is the case I will not be continuing with your services. I have not made my renewal payment as I have been unable to confirm what my plan covers and because the price is unacceptable given that when I started it was under $300.Thanks **** It was my understanding that I was not continuing with my new coverage term. However, I continued to receive billing from this company. Upon receiving additional bills I called back into the service center an they informed me that my plan automatically renews at whatever price they raise it to prior to the bill even being sent to me to pay. They said I'm required to give them so many days notice prior to the new coverage period starting that I wish to cancel. They had no record of my email with their Chief Customer Officer Nov 3. I don't recall ever signing a contract that obligated me to an automatic renewal of my policy.

  

  Business Response

  Date: 03/13/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 11, 2025, correspondence regarding the complaint filed by **** *******.
  
  Upon receiving the above referenced matter (PHS) Spoke to ********** he was concerned about be billed after he cancelled the warranty. *** issued a courtesy credit with no admission of fault to zero out the balance. 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:03/10/2025

  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.

  I contacted this business twice in 2024 to cancel my account. I was assured both times that my account would be closed. However, I continue to receive bills, stating that my account is past due. I am very concerned that this company will impact my credit and give my name and information to a collection agency.

  

  Business Response

  Date: 03/10/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 10, 2025, correspondence regarding the complaint filed by ******** ********.
  
  Upon receiving the above referenced matter (PHS) Spoke to *********** regarding her final bill. PHS advised her she cancelled 10/14 the last bill was dated 9/15 prior to her request to cancel. *** issued a courtesy credit to zero out the balance. 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: 03/12/2025

   
  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:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early November of 2024, OnCourse notified me via mail that my promotional rate would be expiring after my next bill, effectively doubling my monthly cost for coverage. In an effort to keep my cost down, I called customer service and asked to have one of my two coverages removed from my account. The *** convinced me to keep both coverage products by offering to renew the 50% discount for another year. On December 7th, I received a paper bill with no discount applied. I called customer service again, and the *** told me that the discount renewal promised a month ago in November was never actually applied. Once more, they offered to implement the discount. Once more, I accepted. The process hit a halt when a payment method was required. I told the *** that I would gladly pay my bill by check once I received a corrected bill in the mail, as I had been doing ever since I revoked my authorization to autopay bills. I simply did not have the trust in Pivotal's billing department to apply the discount correctly, or at all. This was a particularly frustrating call, involving several long holds after my asking simple questions. Since the *** could not find a way to apply the discount without an immediate payment method, I asked to cancel all my products. For me, the piece of mind was not worth the aggravation and mistrust. Two days later I received email confirmation of the cancellation of my account, which was already paid up thru mid-December. I have since received a bill in January and again in February. After the February bill I submitted this complaint to Pivotal via email, as I had no wish to waste any more time on hold with a *** to hear any further excuses or false promises. To date there has been no response to that email. I now have received another bill in March. There seems to be no getting through to customer service and am now turning to the Better Business Bureau.

  

  Business Response

  Date: 03/10/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 6, 2025, correspondence regarding the complaint filed by ********* *******.
  
  Upon receiving the above referenced matter (PHS) Spoke to ************* regarding his billing concern. *** advised him his request to cancel was 12/07/2024, his last billing invoice was 11/15/2024. The charges were prior to his cancel request. PHS as a courtesy 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: 03/10/2025

   
  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,
  
  ********* *******