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

  100 International Dr Ste 175 Portsmouth, NH 03801-6854

• 

  Nipsco Home Solutions

  PO Box 5370 Naperville, IL 60567-5370

• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

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  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:02/09/2023

  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.

  We have a protection plan with Pivotal Home Solutions and they are authorized to take a monthly payment from our bank account. On January 25th, the regular monthly payment was withdrawn. Two days later, our records show that they withdrew the same amount of money two days later, on January 27th. (Their records might show the 24th and 26th respectively, when they sent the requests to receive our payments.) Their withdrawal on the 27th was not requested by us as it is not in our contract with them. The agreement is for once a month to withdraw the payment of $56.89. We did not agree that they can "double dip".We called the company twice and were told that many people have called about the same issue, but each representative said that they haven't been told by management as to what happened. One representative sent a text to his supervisor, asking that person to call us. Nobody called us. Today we called again and were told that they reimbursed us, but I see no record of it. We want that erroneous second withdrawal to be deposited and returned to us.

  

  Business Response

  Date: 02/15/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 30,2023, correspondence regarding the complaint filed by ************************
  
  Upon receiving the above referenced matter PHS spoke with Mr./************ explain they were enrolled in autopay on 1/21/22. The payments have been made monthly successfully and on-time as agreed per terms and conditions of autopay. On 1/24/23, 1/26/23 PHS autopay system processed two payments due to an error in system (system has been corrected). PHS explained to Mr./************ on 2/9/23 due to a system error we have processed a refund for the additional payment processed by the autopay system (please see attachment receipt showing refund) back to Mr./************ **** account as requested. 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: 02/15/2023

   
  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.  I have checked my bank account and they have returned the extra withdrawal amount that they made in January. Thank you, BBB, for your assistance in helping me to resolve this issue. Thank you, Pivotal Home Solutions, for responding to my claim and for returning your erroneous withdrawal. From my standpoint, this issue is now closed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/07/2023

  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.

  Pivotal Home Solutions aka American Home solutions and Columbia Home Solutions provide service for my parents' Furnace through a lease and maintenance program at the cost of $54 per month. My parents are 86 years old, are both disabled, and have been without heat for 2 DAYS. A claim was initiated on Sunday Feb 5. They were contacted and told that a technician would call within 2 hours and arrive later that day. Late on Sunday they called and said they would be out to repair the furnace on Monday 6 Feb. The technician company later called on Monday and said they would arrive at 9 pm on Monday 6 FEB. I called the warranty company (Home Solutions) again and was told by customer service the repair order was elevated as an emergency and the technician would arrive by 6pm on Monday 6 FEB. The technician never arrived and my elderly parents spent a 2nd night with no heat. I called home solution again after 9pm on Monday 6 FEB and was told yet again by another customer service representative the repair order was elevated as an emergency. they even gave me a dispatch phone number that unfortunately did not connect to anyone. I called again at 830 am on TUE 7 FEB and the claim # ******* was elevated yet again for a repair. My parents are now going on 72 hours with no heat and we have yet to receive any valid or truthful information from Home Solutions on when their furnace will be repaired. Their account # is ******* and my father ************************* is the account holder.

  

  Business Response

  Date: 02/10/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 7, 2023, correspondence regarding the complaint filed by **************************
  
  Pivotal Home Solution (PHS) has made several attempts to ************************* and were unsuccessful to reach him by the telephone number we have listed on file for his 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.

• Initial Complaint

  Date:01/31/2023

  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.

  Called Pivotal Home Solutions on or around December 1, 2022 because the sewer was coming up in my laundry room. The warranty I have covers sewer and water lines.They sent Super Rooter out 12/8/22 to resolve the issue and upon inspection the plumber told me that the injector pump had gone out because the sewer line was full. He went on and gave me a quote of $825 to install a new injector pump. I informed him that the pump had been replaced 18 months prior and would be under warranty. He instructed me to call the company that installed to see if I had a warranty and if it wasn't under warranty, I could hire Super Rooter to replace the injector pump.I called ******** immediately and was told the pump was still under warranty. ******** came out 12/10/22 and the first thing they did was pump out the sewer line to inspect the injector pump. Once the sewer line was pimp out he wipe off the pump and stated that if was probably just jammed. He placed the pump back in the sewer line and it immediately started working.I contacted Pivotal Home Solutions to be reimbursed because the injector pump did not need to be replaced. Had the plumber Pivotal sent out drained the sewer line, he would have discovered that it was still working. I called Pivotal and was told that I they would not reimburse me because I used FloMaxx and that company wasn't contracted with them. I explained that I called them at the direction of the plumber they sent out because he said that the injector pump was broken. Had he simply drained the pump he would have discovered that the pump was simply clogged. I called Pivotal on 12/20/22 to cancel my warranty plan with them because they did not honor the contract. On January 10 they billed me again. This is an unfair practice and they should honor the reimbursement because the pumping of sewer line was apart of my home warranty.The should reimburse me the $725 I had to pay ******** and the payment $47.85 drafted from my account on January 10th.

  

  Business Response

  Date: 02/10/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 31,2023, correspondence regarding the complaint filed by ****************************
  
  Upon receiving the above referenced matter PHS spoke to ************** on 01/09/23,explained she called in on 12/08/22 to schedule a repair claim for a Sewer issue and was giving a provider and contact information. On 12/08/22 the technician called in to (PHS) informing on diagnoses of the sewer line repair, determined ejector pump is not working and needs to be pulled out and checked out, it was explained to customer we would not cover her for the repair per the Terms and Condition page 8 under Outside Sewer Line Protection states ( Clogged or Blocked lift stations, pumps or any other mechanical devices connected to Your Outside Sewer Line). On 2/6/23 (PHS) spoke to **************, she requested to have an invoice reviewed of a repair she had done for an ejector pump being pulled out to be checked and cleaned out the Grease traps to get to ejector pump (see attached document). We reviewed the invoice and determined per terms and conditions stated above (PHS)would not be covered and our provider has confirmed to customer as well per her repair claim stated above would not be covered. ************** has understood the repair is at their expense and requested to have account cancelled on 12/20/22. (PHS) as a goodwill gesture and not an admission of any liability, has agreed to a one-time courtesy refund (1-2 billing cycles to reflect), she will receive a refund check via mail to her mailing address. We have done our diligence to help ************** on repair and reviewed invoice.  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:01/30/2023

  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 called to cancel a service plan on August 18, 2022. I spoke with someone named *****. I have gotten another bill with an amount due from a coverage period of 9/24/2022 to 9/23/2023. I called and spoke with three separate people on January 30, 2023 all of whom told me that my account had never been canceled and I had a balance due of $178.92 for that above account period. The third person I spoke with ***** told me that I could not have a current cancellation processed because I would not agree to pay the amount that is showing on the account. She informed me that there were internal policies that did not allow her to do so and that in three days its possible I might have an approved cancellation. I do not want to pay for a service that I cancelled well before the renewal date.

  

  Business Response

  Date: 02/06/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 30, 2023, correspondence regarding the complaint filed by ********************************
  
  Pivotal Home Solution (PHS) has made several attempts to ******************************* and were unsuccessful to reach her by the telephone number we have listed on file for 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: 02/06/2023

   
  Complaint: 18954501
  
  I am rejecting this response because: I cancelled this contract on August 18th 2022. No further contact was initiated until I called after receiving a bill last week.  My phone number has been the same for 17 years as has my email.  I confirmed both my email and phone number with the company last week.  After being told I could not cancel last week, I received an email cancellation indicating my contract had been cancelled and I was responsible for a prorated amount.  ******* confirming that Pivotal has my correct email address. It is clear that this company is billing people for services not rendered and in fact cancelled by saying "they have no record of the cancellation".
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/15/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 30, 2023,correspondence regarding the complaint filed by ********************************
  
  Pivotal Home Solution (PHS) has made several attempts to ******************************* and were unsuccessful to reach her by the telephone number we have listed on file for her account. (PHS) reviewed account and determined **************** requested account to be cancelled on 1/30/23, the account was cancelled (conf #: *******).  (PHS)as a goodwill gesture and not an admission of any liability, has agreed to a one-time courtesy credit for the open balance on account (1-2 billing cycles to reflect).  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:01/27/2023

  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.

  My complaint is that Pivotal Home Solutions has not paid the reimbursement of $1500 as detailed in our Residential Customer Agreement after following all their claim submission requirements .(claim no.2913357) The following details the history of my claim. We originally enrolled in a plan offered by NIPSCO for Pivotal Home Solutions on Dec.5,2013 to cover any potential furnace problems..On 6/28/22 an authorized service provider Centsible Heating was sent out by Pivotal Home Solutions to evaluate a furnace fan that would not shut off. Centsible determined that the fan control switch was not repairable and as a representative for Pivotal Deemed the furnace unrepairable .Per the ******** agreement a reimbursement of $1500 is due in lieu of repair if the unit is Deemed . Pivotal has not made any attempt to resolve this issue even after a follow up email on 11/8/22 and repeated phone contacts with their ******** service representatives who promise to expedite and have reimbursement within 10 days. Original claim reimbursement was submitted on 8/29/22.Receipt of all required documents for reimbursement was confirmed by Christian ******** service on 9/1/22. I am reqesting that Pivotal pay the $1500 reimbursemnt as required by the Customer Agreement. Thank you in advance for your assistance in resolving this issue. Please advise if you require any additional information.

  

  Business Response

  Date: 02/03/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 27,2023, 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 a furnace replacement reimbursement on 9/28/22.The reimbursement was denied as he does not have replacement coverage on warranty plan. (PHS) informed ************** Per terms and conditions section 5.1 under Heating Basic page 3 states (Heating Basic  Rolling Limit: up to $1,500 Repair Coverage INCLUDED: The Plan covers parts and labor included in Heating Repair. EXCLUDED: Exclusions include, but are not limited to the exclusions and limitations listed under Heating Repair, Unit Replacement and Heat Exchanger).************** unit was no longer repair and was explained to replace unit, under terms and conditions will not be offer reimbursement due to not covered for replacement of unit. We have done our diligence to inform ************** of contact agreement stated above (please see attachement) not covered for replacement. ************** has requested to be cancel account on 8/19/22. 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: 02/10/2023

   
  Complaint: 18940416      I am rejecting this response because:  The response by Pivotal Home Solutions (PHS) to the ****** and to me separately on 1/30/23 does not resolve my complaint. My dispute continues                                                                                     continues  with PHS response time and reimbursement as follows.                                                                                                                                                                                                                     The first time I was contacted by PHS , since the submission of my claim on 8/29/22 was 6 months later on 1/30/23, which was 3 days after filing my complaint with the ******. ON the morning of 1/30/23, I was contacted by **** from the   escalation Department for PHS . He claimed that a letter had been mailed to me on 9/28/22 from the claims Department. I did not receive or believe that a letter existed or was mailed. I requested that a copy be mailed to me. He said that he did not  have the capability to mail a copy of the letter. He had no answer.   to why an **mail was not used or why I  never received  a response from my 11/8/22 **Mail  .On 1/30/23 I also received my first formal response from the claims Department at 12:35 P.M. .the subject was Adjusted invoice D2947185 . A similar number was used as a claim number on the **Mail. My claim number is 2913357  . The gist of the message was that Iam not covered for replacement.                                      
   I never claimed to have replacement coverage. I requested  reimbursement  based on the following.: ON page  1 of the residential agreement  it states that my unit was deemed due a fan blower control switch. The contracts states "Deemed or Deems means when company or Authoriized Servicer determines that the Covered Product is not repairable or that the cost of such repairs exceeds 75%  of the value of the Covered Product and Company elects not to repair the Covered Product and instead to REMIBURSE an amount up to the applicable incident and Annual Limits."                                                                                                                                                                                                                                                                                                                                                                                              Since the Compay elected not to repair a Reimbursement is due Under section 5.1 on page 3 Heating Basic the Rolling Limit is $1500 Repair  Coverage . The plan covers "parts and labor included in the heating repair" Since the Company Deemed the Covered Product a $1500 reimbursement is due in lieu of them securing part(s) and labor  cost..                                                                                                                                                                                                                                                                                                                                                                                                                                              I continued paying for coverage until a new unit was installed and claim submission was completed.  My cancellation effective  date was 9/5/22 per Nipsco (PHS) **Mail on 8/22/22 which met all claim. submission criteria for reimbursement of $1500 ..Thank you in advance for all your help in this matter.

  

  Business Response

  Date: 02/20/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 27, 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 a furnace replacement reimbursement on 9/28/22. The reimbursement was denied as he does not have replacement coverage on warranty plan. (PHS) informed ************* Per terms and conditions section 5.1 under Heating Basic page 3 states (Heating Basic Rolling Limit: up to $1,500 Repair Coverage INCLUDED: The Plan covers parts and labor included in Heating Repair. EXCLUDED: Exclusions include,but are not limited to the exclusions and limitations listed under Heating Repair, Unit Replacement and Heat Exchanger). ************** unit was no longer repairable,provider explained to replace unit, under the Terms and Conditions of Heating Basic will not be offer reimbursement due to not being covered for replacement of unit. ************** has requested to be cancel account on 8/19/22. We have done our diligence to help and inform ************** of  the contact agreement stated above (please see attachment), will not be covered for replacement and reimbursement will be denied. 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: 02/25/2023

   
  

  Complaint: 18940416

  
  

  I am rejecting this response because:  The response by *** to the BBB and to me separately on 1/30/23 does not resolve my complaint. My dispute continues with *** response time  and reimbursement as follows:                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         The first time I was contacted by *** since the submission of my claim on 8/29/22 was 6 MONTHS later  on 1/30/23 which was 3 days after filing my complaint with the BBB. On the morning of 1/30/23, I was contacted by **** from the *** escalation Department. He claimed that a letter had been mailed to me on 9/28/22 by the claims Department. I did not receive or believe a letter existed or was ever mailed to me. I requested that a copy of the letter be sent to me. **** said that he did not have the capability to copy and mail the letter to me for confirmation. I asked why an E-Mail was not sent to me instead of the postal letter, since my claim was submitted by E-Mail. I also asked **** why my E-Mail dated 11/8/22 never received a response. He had no answer for any of my questions. Also, on 1/30/23 I received my first E-Mail and only response from *** at 12:35 PM since the submission of my claim. The subject of the correspondence was "Adjusted invoice D2947185A". A similar number was used for the claim number which is not my claim number. It seems that *** does not maintain accurate records and my claim has been denied in error. The gist of the message was that I am not covered for replacement.                                                                                                                                                                                                                                                                                                        I never claimed to have replacement coverage. I requested reimbursement based on the following contract language in the Residential Customer Agreement:                                                             

  On 6/28/22 an authorized service provider for *** advised me that my furnace needed a fan blower switch. The cost of the switch and repair would exceed *** guidelines and therefor he Deemed the unit. On page 1 of the Residential Agreement states "Deemed or Deems means when the company or an Authorized Servicer determines that the Covered Product is not repairable or that the Cost of such repair exceeds 75% of the value of the Covered Product and company elects not to repair the Covered Product and instead to REIMBURSE an amount up to the applicable incident and Annual Limits." Since the company elected not to secure parts and repair a Reimbursement is due. On page 3 section 5.1 Heating Basic: the following details Reimbursement guidelines "Rolling Limit: up to $1500 Repair Coverage.   INCLUDED: The Plan covers parts and labor included in Heating Repair." My parts and labor are covered under the plan and meet the guidelines for a reimbursement of $1500.                                                                                                                                                                                                                                                                                                                                                          I continued paying for coverage until a new unit was installed and claim was submitted per *** guidelines. My cancellation effective date was 9/5/22 and confirmed by a E-Mail from NIPSCO (***) on 8/22/22. I am requesting my reimbursement of $1500 per the Residential Agreement.        Thank you in advance for your cooperation and assistance.

• Initial Complaint

  Date:01/26/2023

  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 have an ongoing problem with Pivotal. I haverequestedhelp with my broken garage door and my refrigerator that freezes everything and ruins a lot of my food. It has been a year now and still no service. I used to pay this company monthly$89.99 and they would send out a third party subcontractor to take care of whatever I needed fixed and I would also pay a copay. Now the price is higher and they are taking money from my credit card without authorization. They do not take it out when they say they will. I get extra charges without any service. They want to bargain with me when it said I owed$198 more (w/o any service) but they would take $98 that day paying over the phone if it came from my bank account and paid to him, not the company. I gave payment to ****************. Then another man called and said I needed to make a payment to him by sending a check directly to him. Mr. * said he would reduce my bill to $79.99 and I get another bill for that amount again for the same month I had already paid twice for and they wanted it paid over the phone and not my charge card but they keep taking payments from my card also. I keep begging for repairs to my garage door and frig but still no service. Things seem shady because everybody wants money and I get no service. They are taking money from my credit card also. The service is non-existentand their billing is all messed up. I want my money back for this time I have paid and paid and nothing was done for my service requests...it has been a long time to wait. I want my account closed and a refund for all the payments when they delivered nothing as promised. No more excuses.

  

  Business Response

  Date: 02/02/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 26,2023, correspondence regarding the complaint filed by ****************************************
  
  Upon receiving the above referenced matter PHS spoke to ************************ on 1/27/23,explained she called in on 1/06/23 to schedule a repair claim for refrigerator.At the time there was no providers available to take the repair claim, *********************** was offered 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.). *********************** declined offer (Customer Reimbursement)would us to find one available. PHS was able to have a provider available (1/19/23)and claim was sent to provider, they will contact and schedule appointment with customer. Ms. ********** garage door repair request was informed no providers available and offered multi times (customer reimbursement) which has been declined by customer. ************************ has not requested to cancel account at this time, she will move forward with the repairs claims. We (PHS) have done our diligence to help ************************ with repair claims and an 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:01/17/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Pivotal Home Solutions regarding the replacement of my dishwasher in September 2022.In September 2022, Pivotal Home Solutions service provider deemed my dishwasher irreparable. I was advised to purchase a new dishwasher out of pocket. Before making the purchase, I logged on to the chat feature of Pivotal Home Solutions website to confirm the total price I could spend on the dishwasher. A representative named ********* told me, after reviewing my contract, that I could spend a total of $2000 on the dishwasher replacement and would be reimbursed by Pivotal Home Solutions.On September 5, 2022, I purchased a dishwasher with installation totaling $1844.04 and immediately on September 10, I mailed all required reimbursement forms to Pivotal Home Solutions.Weeks passed and I eventually received a check in the mail for only $400. I called the customer service number and tried to reach out again via the website and no one was able to help me locate the missing amount. I have in writing that I am owed a total of $2000 for the dishwasher. Now subtracting the $400 received, I am still owed $1444.04. Pivotal Home Solutions refuses to right their wrong.I would appreciate it if the Better Business Bureau could assist me in resolving this matter. I have all the documentation to support my claim.Thank you for your time and consideration.Sincerely,*********************

  

  Business Response

  Date: 01/26/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 17, 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 Dishwasher reimbursement on 9/13/22. (PHS)informed ************** Per terms and conditions section **** under Dishwasher page 5 states (incident Limit: up to $400 per incident Repair Coverage and/or Replacement Coverage) therefore only receiving per terms and conditions stated above up to $400 for the replacement of the dishwasher. The reimbursement for the Dishwasher was approved on 10/6/22 and the check requested was mailed on 10/11/22 and cleared 11/29/22. 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: 01/27/2023

   
  Complaint: 18828871
  
  I am rejecting this response because of the failure of *** to honor a written provided statement of a $2000 reimbursement for dishwasher replacement including installation. *** and its representatives continue to ignore the information provided to me by a *** authorized representative in writing. The company continues to fail to take responsibility for informing me that the reimbursement to be received is $2000. This information from the *** representative is what guided my decision to proceed with the replacement knowing that the cost up to $2000 would be reimbursed. It is unethical practice to tell consumers one thing then do another. I attempted to reach out to *** on more than one occasion to seek a resolution on this matter PRIOR to reaching out to the BBB without resolve. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/02/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 17, 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 Dishwasher reimbursement on 9/13/22. (PHS)informed ************** Per terms and conditions section **** under Dishwasher page 5 states (incident Limit: up to $400 per incident Repair Coverage and/or Replacement Coverage) therefore only receiving per terms and conditions stated above up to $400 for the replacement of the dishwasher. The reimbursement for the Dishwasher was approved on 10/6/22 and the check requested was mailed on 10/11/22 and cleared 11/29/22. We have done our diligence to reimburse ************** and she has received her $400 dollars per the terms and conditions stated above (please see attachment).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:01/16/2023

  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.

  1/11/23 - I smelled gas. Called NIPSCO. NIPSCO arrived & advised location of leak. NIPSCO turned off gas at meter, which left me without heat/hot water. Called Pivotal Home Solutions to report issue, advised of the urgency. Claim #*******-GEN opened. Assigned to ********************. Appt scheduled for 1/12 - 2 p.m. - 6 p.m. CST. 1/12/23 - A1 arrived, proceeded to make repair until he advised leak was under my kitchen floor and the floor must be removed to allow for replacement of leaking fitting. A1 advised the claim would be paused until the floor was removed. A1 (*******) advised he was not permitted to remove the floor in order to make the repairs. I made a call to Pivotal to confirm I was allowed to hire a 3rd party and they said yes. 1/13/23 - I made appt w/******* Plumbing to have floor cut. On the same day I called A1 to make appt to have gas leak fixed. I arranged for both to be at my home within 20 minutes of the other. In order to properly remove the floor, ******* Plumbing had to cut wood floor and then sub floor, however, he was unable to remove the subfloor without removing pipes. A1 arrived advised he would be unable to proceed with repairs because a 3rd party touched and removed the pipes. I followed instructions per A1. A1 took picture of the pipes called it in to confirm he would be allowed to perform repair. After 10 minutes A1 advised Pivotal said 3rd party repairs are not covered. The repair had not been made. Now without heat/hot water going on day #3 as temps fell below freezing. I called Pivotal, 1st rep advised I was not covered. LIE! Spoke to 2nd rep and she said I was. In tears & disbelief, Pivotal apologized, opened another claim #*******-GEN w/*****************, scheduled for Monday 1/16. I was forced to hire a plumber due to freezing temps. Repair was made on 1/14. I paid out of pocket. I want to be reimbursed for out of pocket expenses as well as a formal apology from PHS. Acct #*******. See attachments.

  

  Business Response

  Date: 01/26/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 16,2023, correspondence regarding the complaint filed by ************************
  
  Upon receiving the above referenced matter PHS spoke to ************** on 01/17/23,explained she called in on 1/11/23 to schedule a repair claim for a Gas Line Repair and she was giving a provider and contact information. On 1/12/23 the technician went out and diagnose the Gas Line issue,determined part of the *********** to be removed in order to complete repairs per terms and conditions page 5 states ( Before any repair will be made to any interior gas pipes or connectors, You must completely expose and provide reasonable access to the gas pipe and/ or connectors to be repaired or replaced, including, without limitation, removal of any walls, wall coverings,ceilings, and other fixtures and finishings.). Our provider returned to complete repairs on 1/13/23, upon arrival discovered gas line removed and install incorrectly. ************** had a contractor remove flooring while doing so her contractor removed the gas line (not licensed to remove Gas Line) not covered Per Our terms and conditions section 13 page ***** states (third party actions or the elements) (12) Repairs by a third party or the Customer). (PHS) explained repairs are not covered per terms stated above and she must have her provider correct their repairs (properly install to code by licensed provider). We have done our diligence to help ************** on her repair.  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: 01/26/2023

   
  Complaint: 18821882
  
  I am rejecting this response because:  At the instruction of the plumber PHS sent to my home, which stated, 'NIPSCO detected gas leak at street elbow behind oven.  Floor must be removed to allow for replacement of leaking fitting.  Cannot complete job without access.  Pausing Claim.  Customer will let us know when floor removal is scheduled'.  

  
  

  At no point in time did the technician who arrived at my home advise if your contractor removes any portion of the pipe we will not and cannot make the necessary repairs.  In order for the floor to be properly removed, my contractor had to remove the pipe in order to remove the subfloor.  When A-1 Suburban ******** arrived he immediately said oh this is a 3rd party repair, called PHS and they advised I was not covered.  I never asked to be covered for the cost of cutting the hole in the floor, I needed my gas leak repaired.  I immediately called PHS and the customer service rep said no you are not covered for gas line protection, which was incorrect.  Through tears and frustration I called and spoke with another customer service rep and they apologized and said I do not know why the previous rep advised that, because you are covered for gas line repairs.  There was absolutely no way around removing the floor without removing the pipe.   PHS continues to state that when the pipe was removed this was a repair, which it was not.  I have had several conversations with PHS and I am in a state of disbelief that they are advising that a hole in my floor is a repair.  I received a call the day after I filed this complaint from a very rude man with PHS stating a hole in my floor was a repair.  The inability to be humane and reasonable in this situation is very unfortunate.  I was in my home with no heat and no hot water, with temperatures below freezing.  I couldn't go another day without heat, so I had no choice but to pay for the out of pocket repairs.  Once the repair was made, the same evening I detected another gas leak.  NIPSCO again came out to my home.  I explained the situation to him and he was even in disbelief.  He said the amazing thing is the plumbers would have had to remove the same pipe they were complaining about that was removed by your contractor. 

  
  

  I moved very fast in my attempt to get the repairs done ASAP because I was freezing and I had no hot water.  I wanted this issue fixed sooner vs. later.  If A-1 Suburban ******** had advised me not to remove the pipe, just the floor we would have had to figure out some magical way to do that, but I would have followed the instructions.  I have the ticket from the technician and in no shape or form does it state, DO NOT REMOVE ANY PORTION OF THE *****  The ability for PHS to claim over and over that a hole in my floor was a 3rd party repair is not only concerning, it is unbelievable.  As the customer I should not be punished for simply following instructions.  The reviews I have read between A-1 Suburban Plumbing and PHS are horrid.  So many customers who have been treated this way and that's saying quite a bit.  

  
  

  The only person from PHS who has been reasonable was the 2nd customer service rep I spoke with on 1/13.  She was kind, understood my frustration and apologized over and over when it wasn't even her fault.  She deserves a raise!

  
  

  I am seeking reimbursement for the money I had to spend out of pocket for a repair that I am covered for.

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

  

  Business Response

  Date: 02/02/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 16,2023, correspondence regarding the complaint filed by ************************
  
  Upon receiving the above referenced matter PHS spoke to ************** on 01/17/23,explained she called in on 1/11/23 to schedule a repair claim for a Gas Line Repair and she was giving a provider and contact information. On 1/12/23 the technician went out and diagnose the Gas Line issue,determined part of the *********** to be removed in order to complete repairs (see attachments) per terms and conditions page 5 states ( Before any repair will be made to any interior gas pipes or connectors, You must completely expose and provide reasonable access to the gas pipe and/ or connectors to be repaired or replaced, including, without limitation, removal of any walls, wall coverings, ceilings, and other fixtures and finishings.). Our provider returned to complete repairs on 1/13/23, upon arrival discovered gas line was removed and install incorrectly unprofessionally (not meeting city code) . ************** had a contractor remove flooring while doing so her contractor removed the gas line (not licensed to remove Gas Line) not covering third party repairs Per Our terms and conditions section 13 page ***** states (third party actions or the elements) (12) Repairs by a third party or the Customer). (PHS) explained repairs will not be covered, third party repairs that are not authorized by PHS per terms stated above and she must have her provider correct their repairs (properly install to city code by licensed provider). We have done our diligence to help and assist ************** on her repair.  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: 02/02/2023

   
  Complaint: 18821882
  
  I am rejecting this response because:
  The fact this this company is stating that the pipes were installed incorrectly is a blatant lie.  The integrity of this company says a lot when they result to making false claims on their customers.  The pipe was not installed incorrectly per city code.  At no point in time did anyone offer or suggest that.  At this point I am once again requesting reimbursement for the money I had to spend out of pocket to fix an issue your company failed to do so.  In addition to that I am requesting an apology for the turmoil I am being put through to sort this matter out.  
  

  Once again I shall state   I followed instructions per what A-1 Surburban Plumbers advised   Nothing more and nothing less.  Making up lies is bad for business which is why I am here in the first place   

  The reviews surely do not lie and your inability to reason logically is very sad.  I am prepared to take this story to the local news, media outlets, online sources and will proceed with doing so until this is resolved in an amicable matter.  It will be my goal to ensure other consumers do not fall into this horrid scheme of getting someones money and failing to do a job.  your team of employees have been made to believe this web of deception which you have created   Telling me that a hole in my floor is a repair   Id like to know what world this is considered a repair   
  

  I look forward to your response when it is reasonable.  Until then I will reject each and every response that speaks against my home, my character or what you are making up about pipes being installed incorrectly fly.  According to NIPSCO my pipes were installed just fine.  And this was the 3 techs that came out as a result of my gas leak.  Please check your records accordingly and please do not continue to insult my intelligence. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/14/2023

  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 did not sign up for their services and when I called to cancel they would not cancel because I couldn't provide an email that they had on file. I have had the same email address for over 30 years. I can't get this off of my bill and have probably been paying it for some time and haven't noticed. I would like a refund for however many payments they billed me for.

  

  Business Response

  Date: 01/24/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 14, 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, she would have received terms and conditions for the program. Since then, ************************** has received monthly charges for the Program on her ********* utility bill.  Shes received annual notices of the Program renewal on October 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 her enrollment in the Program.  On 01/19/2023 was the date the contract was requested to be cancelled. (PHS) as a goodwill gesture and not an admission of any liability, has agreed to a one-time courtesy to credit the open balance on account. ************************** agreed issue was resolved. 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:01/06/2023

  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 inherited a lease and service agreement when we bought our home 17 years ago. Somewhere along the line, the company was bought by American Home Solutions. Quickly AHS raised prices. And their billing cycles were inconsistent and confusing. Our water heater had to be replaced at least 8 times over the 17 years, twice flooding the basement, so quality of replacements has been suspect. Recently, when selling our home, I contacted AHS to let them know. Not only did I have to buyout the hw tank and furnace controller lease to the tune of $1100, they forgot to tell me I needed to cancel the service agreement, so they are still billing me for that. And I didn't find this out until 2 billing cycles after the house sold. The buyout process was difficult and lengthy, the communication was poor, and after years of aggravation, they just continue to make it difficult. There is nothing they can do despite, in my opinion, that their person did not communicate to me what needed to be done. I believe they should waive the service fees for the two cycles since, since their person failed to mention it knowing I was selling, and especially since I haven't owned the house for two months. Over the years, I have paid more by having them then I would have without. I would say run away and do not get into any agreement with this company - they will **** you dry.

  

  Business Response

  Date: 01/13/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 5,2023, correspondence regarding the complaint filed by ******************
  
  Upon receiving the above referenced matter PHS spoke to ************** on 1/6/23 explained he request to have the buyout for his leased water heater due to selling home. ************** followed the process to end his lease per the water heater agreement (only ending lease contract not warranty contact two separate contracts).We reviewed account and determined ************** request to cancel the account on 1/5/23,the reason for him receiving a monthly bill is for the time he had active coverage until he cancelled account (November- December bill). (PHS) as a goodwill gesture and not an admission of any liability, to credit the open balance on the account (1-2 billing cycles to reflect). ************** agreed this will help resolve the issue with the billing. 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.