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 has 5 locations, listed below.

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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

• 

  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

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:01/02/2023

  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.

  9/24/2022 Had my Air and Heating unit replace with all documentation enclosed for Pivotal to review. Information was sent 4 times attached were the ***** from ***** **************** purchased order and Pivotal forms for reimbursement. I was told the receipt was not attached to show the purchase. I sent the loan from ***** Fargo and all the documents attached. Nine pages Pivotal stated they needed more documents. I ask to speak with reimbursement and was told no. I asked to speak with the customer service supervisor and was told I would get a call back this has happen 5 times no one has called back. I have been with them for about 8 years and very few claims and none have this costly. I pay ***** a month I was told by a previous customer when a major bill occurs, they will not pay. I have been fighting since September and to no avail I can't this resolved. My reimbursement would be ****** the air and heating cost over 12k dollars. All I want is reimbursement. I have no way of sent the documents I can mail them or when I go to work and send them to you tomorrow 1/3/23 from work. I am a retired civilian defense employee.

  

  Business Response

  Date: 01/06/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 2,2022, correspondence regarding the complaint filed by ********************
  
  Upon receiving the above referenced matter (PHS) has spoken to ************** advised her we reviewed documents she has sent in for reimbursement and Proof of Payment was not sent in, causing reimbursement to be declined. ************** sent the Proof of Payment document and was received 1/04/22, document was forward to claims department to be re-open for further review. (PHS) informed ************** the reimbursement claim has be processed and will receive a check 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: 01/07/2023

   
  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.
  
  Sincerely,
  
  *******************

   

  Jan 7. 2023

  I received a call from Pivotal Home Solutions, Jan 5th from *****. ***** stated that it went back to the reimbursement department and is being reviewed again. I ask was he saying that it may be denied again, and he stated that that I would be receiving a check by mail. That was our last conversation. 

  Thank You 

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

• Initial Complaint

  Date:12/30/2022

  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 been a customer with ********************** since 2019. On September 6, 2022, I had a service appointment scheduled with one of their service providers, Aquaflow Plumbing, to address a problem I was having with my toilet. I have a number of their supplemental coverage programs, such as fixture protection, which covers items like toilets. This protection (along with $2,000 balance allotted for service and fixtures) renews annually on August 29th. During this service appointment, the technician advised me that I would need a new toilet due to the issues I was having with it. At that time, he installed a new toilet for me, which I happened to have purchased earlier this summer. This service date was after the August 29th renewal date, which means that there should have been a new $2,000 balance available to cover both the service and the toilet. Consequently, I submitted a claim for reimbursement on November 17, 2022. Today, December 30th, I learned that this claim had been denied because the toilet was purchased in June when I only had a $37.50 balance left in my annual account from 2021 balance. There are a few issues I have with this denial. First, although the toilet was purchased on June 15th, it was not installed until September 6th, which means I would have been within the timeframe of the $2,000 balance renewal period starting August 29, 2022 and therefore should have been covered. Secondly, I have had two prior claims for toilet reimbursement which had been approved. The latest of which was filed this February. In both prior instances, the toilets were purchased prior to the service appointments. Prior to this denial, I have had no issues with obtaining reimbursement. To my knowledge, there is nothing in the fine print of the contract that specifically outlines that the purchase date of a fixture is the sole determinant of approval. If that is the case, I would like specific language in the contract where this is outlined.

  

  Business Response

  Date: 01/06/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 30,2022, correspondence regarding the complaint filed by ************************** 
  
  Upon receiving the above referenced matter (PHS) has spoken to **************** advised her we review documents she has sent in for reimbursement on a fixture. The reimbursement was declined due to contract limits were exceeded per terms and conditions page 9 states (Annual Limit: Up to $2,000 for Repair Coverage). **************** had pervious repairs covered and reimbursed which caused annual limit to reach the 2,000-coverage limit. (PHS) as a goodwill gesture and not an admission of any liability, to approve her reimbursement for the fixture,customer will receive a direct deposit check as requested per her reimbursement.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:12/29/2022

  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.

  When I first entered into this heating repair contract over 24 years ago it was directly through my original gas company *************** and their employees handled all of the work. Then they transferred all the repair work to ******** Home Solutions which has been nothing but unsatisfactory. I called yesterday 12/28/22 as the pressure relief valve was leaking, First the lady ********* on the phone stated that they didn't handle the piping (I had to explain that this is the pipe that comes directly out of the furnace). I received a claim #******* and was told the ***************** out of **************** would call me within 4 hours and assess the situation. At 2PM, I called ******** and they claimed that they never received a work order. I then called Home Solutions and had start from the beginning including explaining what type of heating system I had. She was sending the work order again to ********. I asked if she could call to see if they received it ("Well I can send it a 3rd time, okay I will call but you will be on hold for 3 minutes"). Ten minutes later she said "******** is too busy so we are sending it to Affordable Heating in Pembroke. They will call in 4 hours to assess the situation. Well 4 hours would have been 6PM yesterday. It is now 3:21PM on the 29th and still have not been contacted. I finally called a plumber and $439 later it's fixed.Both times I called they attempted to upsell me ($216 more annually) for what less lousy service.This place is a mess, I couple of years ago on a Saturday, I had no heat. They sent the request to a ******************************* in ******, **. When I called *******************************, they stated that they only work for ******** Solutions Monday through Friday. I had to call again and they had to assign it to another company that didn't come to after midnight.

  

  Business Response

  Date: 01/06/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 29, 2022, correspondence regarding the complaint filed by ***************************************
  
  Upon receiving the above referenced matter (PHS) has spoken to ******************** explained she called in 12/28/22 for a claim for her Heating unit. (CSR) **************** Representative gave information on a provider to assist on repair and time fame is up (4 business hours to be contacted). The provider couldnt assist with repair due to availability (overbook). ******************** informed she could not wait and choose to get a repair done on her own. She informed she would not like to speak to (PHS) anymore and requested to cancel her account on 1/5/23. 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:12/29/2022

  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 paid for two different household accounts with ********** solutions. Before Christmas when we experience that Arctic blizzard and the furnace stopped working I called to submit a claim. The handler that took the call was extremely rude when he first answered the phone. He kept making rude statements and comments he refused to give me his name several times. Anytime I ask to be connected with the supervisor he kept hanging up on me and threatening to continue to hang up on me. He made the statement "he's not one of my family members and I will respect him". This happened after I was on hold for 4 hours for them to answer. I had to call all over again and wait another 4 hours for him to answer again and hang up on me again. He also made the comment to me it is not his job to ask me what provider I want to use. He was the worst.

  

  Business Response

  Date: 01/06/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 29,2022, correspondence regarding the complaint filed by ************************
  
  Upon receiving the above referenced matter (PHS) has spoken to **************** explained we sincerely apologize for the inconvenience she went through with the *** ***************** Representative). We explained proper (Coaching) procedures have been taken to correct the event with the ***. **************** understood and accepted our apology.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: 01/07/2023

  I reject this response. This item is not true. The person I spoke with is before I made the complaint. No one at all has contacted me since I submitted this complaint to the better Business bureau. The person I did talk to before I made the complaint told me if I did submit a complaint to you that they would be calling me back afterwards and they have not called me after I submitted. I got a half apology when I called them but I told them I was going to be submitting the complaint because I paid too much money to this business to get the type of disrespect that I received the night of my. I have not had a call back to tell me what action was taking and if any results happen. 

  As a matter of fact the person I spoke to responded kind of condescending what I said I was going to submit the complaint so I knew no one was going to call me back. So once again after I submitted this complaint to the better Business bureau no one has talked to me since then only before I submitted the complaint. I requested a response and follow up from them after I submit this complaint and it did not happen

  Complaint: 18655677
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/18/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 29,2022, correspondence regarding the complaint filed by ************************
  
  Upon receiving the above referenced matter (PHS) has spoken to **************** on 12/30/22 and 1/18/23 explained that we sincerely apologize for any inconvenience she went through with the *** ***************** Representative). We explained proper (Coaching)&(training) procedures have been taken to correct the event with the ***. **************** understood and accepted our apology. 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:12/29/2022

  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 been a member of Nicor Home Solution now Pivotal Home Solution for a number of years.I am a senior and used them as a measure to be proactive to any repairs needed in my home. I have paid a dear price for this coverage. Or lack of.Recently they sold me a Carrier furnace and air conditioner that are not working.My home has not had heat sufficiently since installed.It became unbearable since Thursday Dec 22, Friday Dec 23, Sat Dec 24 Sun Dec 25th etc. Etc.. The weather has been minus zero. This is one of the first times the furnace has had to perform. I requested service. Christmas morning Dec 25th was the earliest they could address the problem. I was told you need a motor. What on supposedly a new device! I wanted to speak to someone. **************** does not exsist. They will never let you speak to anyone over the person taking the call. PEOPLE THAT ARE Unable to do nothing more than keep you on hold while they pass on what you are saying to them. ( MANAGEMENT) YOU HOPE! The furnace is under warranty. They knew it was not heating the home prior to this last complaint.They switched out the thermostat, which was suppose to correct the problem. Now in coming out on Christmas morning, DEC 25TH, 2022 they said a new motor is required. This was probably required on the first visit. Before selling me this furnace they had replaced almost everything on the old furnace including the motor. There is absolutely no way that I want a new furnace that requires a motor in my home. I want this furnace removed with a full refund as I sit in my cold home and file this complaint. You can only talk to the person taking the call SO resolving anything is extremely difficult. I repeat you absolutely will not be allowed to speak to anyone else. The air conditioner does not cool the home at all. They have been made aware of this as well.It must go. They do not pay claims as advertised. Been there too. They lack integrity and can not be trusted. I am thousands of dollars in on this equipment that is not serving its purpose. They want continual monthly payment in hundreds of dollars to address any concern. I find that it is in line with their lack of credibility. They take your money but it stops there. I must have this equipment removed to get a furnace and have heat in this extremely cold winter weather. Obviously my voice is not being heard and I am suffering as a result of it.

  

  Business Response

  Date: 01/06/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 29,2022, correspondence regarding the complaint filed by **********************

  
  Upon receiving the above referenced matter Pivotal Home Solution (PHS) spoke to ************** explained she called in on 12/23/22 for a heating repair appointment it was schedule for 12/25/22. Our Provider went out on 12/25/22 inspected the heating unit and explained to customer a  (inducer motor)part is needed, she agreed to order part per her extended warranty covered for parts till Nov **** and labor will be covered with her home warranty.The technician was able to leave home with heat for the time and once part is received we will schedule appointment to complete repair (please see attached receipt showing technician left home with heat and ordered part). We offered as a goodwill gesture and not an admission of any liability, to credit a month on account and for the cost of her space heaters due to the inconvenience of waiting for part (1-2 Billing Cycles to reflect). ************** declined the offering. 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: 01/09/2023

   
  Complaint: 18654363
  
  I am rejecting this response because:

  They found my home cold on Dec25th, 2022 and left it that way. Warm air for five minutes out of one vent on one day  while the tech is present is not heat.

  
  

  Tech said it needed a new motor, and ordered it.
  

  
  

  PIVOTAL HOME SOLUTIONS MADE NUMEROUS CALLS TO MY HOME TO SET UP INSTALLATION FOR A *****.  $366.00. They said it was necessary for heat. 

  
  

  MY INTIAL RESPONSE WAS REPLACE THE FURNANCE.  I WILL NOT PAY $366.00  1ST TALK , 

  2ND TALK, OPTIONS/ Only AFTER 2ND PARTIES DIAGNOSTIC CHECK

  
  

  THEY (PHS), LEFT ME IN BELOW ZERO WEATHER,  WHILE THEY ORDERED A PART (weather can be checked for my area during this time frame 12/ 23/ 22 - 12/30/22).

  
  

  THEY WANTED $366.00 to install the part

  
  

  The whole thing was bogus. 

  After all they ( PHS), completely rebuilt my old furnace with all new parts including a motor, a couple months before replacing it.

  I wanted a 2nd opinion.

  Dystra heating and cooling  after Performing a very involvled Diagnostic check did not concurr ( invoice sent separately).

  
  

  Pivotal Home Solutions will not accept calls or try to dialog with me in any meaningful way. You only talk to the person answering the phone. NONE Further

  My options are reasonable  and  are fully expected in there intireity, as outlined in my e-mail.

   With a resolution, this business is to

   NO LONGER CONTACT me, no harassment , no intimidation,  no phone calls,, no cost, fees, etc.

  
  

  If these options cannot be met, simply remove and refund the furnace. 

  
  

  This company seems to be amused and driven to make a mockery of what is to me a major tribulation.

   PIVOTAL HOME SOLUTIONS has not for one moment gave me the impression that their intentions are sincere or honorable. 

  Integrity and honesty,  is missing.

   I find that Nicor Home Solutions superficially  exhibits behavior to blatantly dismiss and have no regard for those who oppose them.  

  Transparency is not possible. 

  PIVOTAL Home Solutions most SINCERE approach to customers who voice. disappointment and disapproval is the label hostile (REF : **** - mail),  Placed  on their customes by them.

   You gave me a voice, You BBB is the reason they listen.

  Quite contrary of being sorry or apologetic. 

  The true concern  for PHS is the negative exposure as a result of/or due to customer exploitation. 

  
  

  
  

  P. S. JUST RECEIVED A CALL ABOUT PUTTING THE ***** ON THE FURNACE  8:21 A.M.

  TOLL FREE ************** ON MONDAY. JANUARY 9TH, 2023

  I WANT THIS TO STOP.

  IT DOES NOT SEEM LIKE THE RIGHT HAND KNOWS WHAT THE LEFT HAND IS DOING at this business.
  
  

  Sincerely,

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

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18654363
  
  I am rejecting this response because: see all Forwarded correspondence for the 2nd time.

   On Wednesday January 11th @ 3:03 A.M.

   Old Business,, This business did pay the claim for the washing machine.. I got a check out of the mail box on yesterday Tuesday, January 10th 2023. 

  I am sure it is due to your involvement. Thank You.

  It has not addressed the Furnace  at all or offered any solution to the complaint. 

  I have had to bring in a 2nd heating and cooling business for a Diagnostic check on my furnance.at my expense.

  Buy portable heaters. 

  Continue to pay a bill on a furnance they said was inoperable without a motor. A motor they wanted to install to the tune of $366.00

  Wait on a motor they said the furnance needed. WITHOUT HEAT IN MY HOME.

  NO THIS HAS NOT BEEN RESOLVED UNTIL THEY ADDRESS MY FURNACE ISSUE.

  THE ONLY OBVIOUS EFFORT THEY HAVE MADE. IS TO DISMISS THE ENTIRE SITUATION SO IT WILL GO AWAY.
  
  Sincerely,
  
  *********************

   

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18654363
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  
  Complaint: 18654363
  
  I am rejecting this response because: see all Forwarded correspondence for the 2nd time.

   On Wednesday January 11th @ 3:03 A.M.

   Old Business,, This business did pay the claim for the washing machine.. I got a check out of the mail box on yesterday Tuesday, January 10th 2023. 

  I am sure it is due to your involvement. Thank You.

  It has not addressed the Furnace  at all or offered any solution to the complaint. 

  I have had to bring in a 2nd heating and cooling business for a Diagnostic check on my furnance.at my expense.

  Buy portable heaters. 

  Continue to pay a bill on a furnance they said was inoperable without a motor. A motor they wanted to install to the tune of $366.00

  Wait on a motor they said the furnance needed. WITHOUT HEAT IN MY HOME.

  NO THIS HAS NOT BEEN RESOLVED UNTIL THEY ADDRESS MY FURNACE ISSUE.

  THE ONLY OBVIOUS EFFORT THEY HAVE MADE. IS TO DISMISS THE ENTIRE SITUATION SO IT WILL GO AWAY.
  
  Sincerely,
  
  *********************

   

• Initial Complaint

  Date:12/27/2022

  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 a current contract with American Home Solutions. This contract covers repairs to: Water Heater, Heating, ************ Line, and cooling. I recently submitted a claim to repair my heating system. The company denied this claim stating that the unit was in need of replacement. I explained that there was no need to replace the unit and that it needed a new Inducer.Again this was denied and questioned the authenticity of the diagnoses. I explained that I was without heat and again I was denied to have a technician to come to my home. I contacted a local plumber and the repair was completed with a new inducer. I am retired on a fixed income with health issues.

  

  Business Response

  Date: 01/05/2023

  Tell us why here...Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 22, 2022, correspondence regarding the complaint filed by ****************************
  
  Pivotal Home Solution (PHS) has made several attempts to *************************** and were unsuccessful to reach Him/Her by the telephone number we have listed on file for his/her account. We (PHS) encourage *************************** to contact us with any additional questions or concerns.
  
  (PHS) takes all consumer complaints seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18626837
  
  I am rejecting this response because:
  

   

  What Pivotal Home Solutions has outline in their response is a complete lie. I have a number of conversations with representatives from Pivotal Home Solutions. We are at an impasse. Their vendor has made fraudulent claims, even stating that they sent me a quote for a new Furnace. This is a complete fabrication. I was told that they would follow up this issue with their vendor and get back to me. They are the ones who have not responded as of yet. I also advised them that I believed that they were being scammed by their vendor and asked them if they wanted me to file a complaint with the ***************************************.  This matter has not be resolved by me not responding just another misleading statement by Pivotal Home Solutions. I request that this case remain open until Pivotal Home Solutions honestly resolves the matter.

  
  

  Respectfully,

  
  

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

  Complaint ID ********

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

  

  Business Response

  Date: 01/26/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 22, 2022,correspondence regarding the complaint filed by ****************************
  
  Pivotal Home Solution (PHS) has made several attempts to *************************** and were unsuccessful to reach Him/Her by the telephone number we have listed on file for his/her account. (PHS) reviewed account and determined furnace was deemed unrepairable Cracked Heat exchanger and needs to be replaced on 12/4/2020 per our terms and conditions page 1 states (Company or an Authorized 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). On 12/30/22 (PHS) spoke to Mr./********************** informed furnace was deemed on 12/4/2020 per statement above and customer stated unit was working since 12/4/2020 and have an invoice stating unit was in working order. (PHS) informed we will need to review the invoice stating there was (no Crack Heat Exchanger) in the furnace, from the time we diagnosed unit unrepairable. Mr./ ********************* informed documents will send it in and we have yet received any documents to process further. 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:12/14/2022

  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.

  (Clam #*******) The complaint is regarding a breach of contract with Pivotal Home Solutions. We have been with Pivotal Home Solutions since the year 2020. We had our water heater replaced and according to our contract that we are to be reimbursed. On page 4/15 section 5.5 under the heading "Water Heater," it states that the Annual Limit: is up to $2,000 total for Repair Coverage and/or Replacement Coverage unless this coverage is included with the Package Plan listed in the 5.1 in which case the Package Plan limit applies. We have the qualified package plan. We filled out the forms and paperwork that is required and submitted the forms via email for reimbursement on 10/31/2022 to <**************************>. We got a confirmation email stating that they received our paperwork. The customer service representative said it will be 4 to 6 weeks. Today we spoke to 2 representatives and ****** the supervisor. ***** said it is still in process and to be patient. We would like the corporate office to investigate and send us our reimbursement.

  

  Business Response

  Date: 12/20/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 14,2022, correspondence regarding the complaint filed by ************************ 
  
  Upon receiving the above referenced matter on 12/16/22 (PHS) spoke to **************** advised him we have not received his reimbursement documents for Water Heater replacement. **************** informed he will send reimbursement documents in via email. We (PHS) received documents on 12/16/22 and were forward to the Claims Department.Upon reviewing the documents, the Water Heater reimbursement was approved on 12/19/22 per his terms and conditions page 4 section 5.5 states (Incident Limit: up to $400 per incident Repair Coverage and/or Replacement Coverage). The check will be sent via direct deposit as requested (1-2 weeks for processing). 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: 12/22/2022

   
  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. However, Pivotal Home Solutions did informed me that they did receive my initial paper work. I also received an email saying they receive the email I sent with the documentations. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/08/2022

  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 hired a heating company to do a once a year tune up in my furnace. My furnace was shut down by the company (HD Air *************************) because it was leaking carbon monoxide. My system was obsolete so I have to buy a new furnace. I reached out to Pivotal Home Solutions to do a claim because I have insurance with them for years. On Friday, 11/04/2022 I did a claim, received documents from them via email and the same date I completed and signed everything. I also sent documentation from the company that did the tune up (reasons why system had to be shut down), documentation and estimates from them and card of the company representative and pictures. Since that date I have been waiting patiently for my reimbursement. On 12/01/2022 I sent another email and they said I haven't send documentation. That day I forwarded to them a couple times the same email I sent on 11/04/2022 and still I haven't received my reimbursement. I called today Thursday, 12/08/2022 and cancelled most of the coverages I had with them but no the water heater (I am renting that equipment from them) and they told me if I cancel my claim/reimbursement would not be valid. I told them my claim was done on 11/04/2022 when I was still having insurance with them and I am cancelling today (one thing doesn't have anything to do with the other). I am frustrated and very angry that they do this to their customers. I had sent everything they need it and still I feel they took advantage of me and are not going to do their part.BBB, I need your help!

  

  Business Response

  Date: 12/15/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 8,2022, correspondence regarding the complaint filed by **************************** 
  
  Upon receiving the above referenced matter on 12/14/22 (PHS) spoke to ****************** advised her the reimbursement claim was reviewed the documents she had sent in for reimbursement and determined the Customer Waiver Repair form was not sent in with the documents,causing reimbursement to be denied. ****************** informed she will send in Customer Waiver Repair form. Once we receive documents requested, we (PHS) will then be able to forward it to the claims department to be re-open for further review. (PHS) will continue to work with ****************** during the reimbursement process. We (PHS) encourage ****************** to contact us with any additional questions or concerns.
  
  PHS takes all consumer complaints seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration. 
  

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18542661
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/02/2022

  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 was a Pivotal Home Solutions customer with ******************** protection plan paid annually $178.92 every September in advance for my old home *****************************************************************. I sold my home at ************************************ and moved to my new home at **************************************************** on Nov 30th 2021.I contacted Pivotal Home Solutions in October 2021 and told them about upcoming sale. They suggested to cancel my existing heating protection plan with annual payment on my ************************************ home as of 30th Nov 2021 and, start a new complete home protection plan with monthly payment of $74.95 starting 1st Dec 2021.After moving to my new home I did not receive any communication from Pivotal Home Solutions for two months. I contacted them end of January 2022 and enquired about the status of my plan. I was told that they are working on it and I will start receiving the details in coming month. As I was busy settling in my new home, and I did not receive any communication from Pivotal Home Solutions, I assumed that I do not have an active home protection plan and I used local contractors to get some of the due repairs on my new home ~$1000+.In the month of November, I heard from Pivotal Home Solutions for the first time asking me to pay the due amount $765.09 I had a call with a supervisor named *********************************** with no resolution to this issue. He is saying that he is ready to send the backdated bills but I have to pay this amount. This does not make any sense. I have cancelled my service going forward.A consumer is not liable for the payment of the service which was not received in the timely manner I have not received any service from Pivotal Home Solutions In spite of my contacting them in January 2022, they failed to send me any paper document confirming that my service is active.Pivotal Home Solutions had my phone number, email address and new home address on record but they never contacted even once.Requisition BBB to resolve this issue.Thanks,*************************

  

  Business Response

  Date: 12/08/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 02, 2022, 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.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18512080
  
  I am rejecting this response because:

  Not sure why PHS is saying that I did not pick up the phone. I had a telephonic conversation with someone from ************** department for ~30 minutes on Tuesday Dec 6th. I got another call on Wednesday Dec 7th, that went to voice message as I was busy at work. Not sure why I have to explain the same situation to multiple people from PHS. 
  
  
  My complaint is till outstanding, PHS is just trying to send me backdated bills, as they did not confirm the service and send the bills on timely manner. 
  
  
  A consumer is not liable for the payment of the service which was not received in the timely manner
  1. I have not received any service from Pivotal Home Solutions
  2. In spite of my contacting them in January 2022, they failed to send me any paper document confirming that my service is active. They did not even send me monthly bills.
  3. Pivotal Home Solutions had my phone number, email address and new home address on record but they never contacted even once.

   

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

  

  Business Response

  Date: 12/16/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 02,2022, correspondence regarding the complaint filed by **************************
  
  Upon receiving the above referenced matter Pivotal Home Solution (PHS) spoke to ************** on 12/16/22 explained we reviewed account and a call from 1/28/22 ************** called in inquiring on his bill and the account being active for new address (28 ***********************************************). We confirmed account was active and had a pending amount due at the time (monthly statements were sent to ************** new address), informed us due to him moving to new home he contacted US *********** to forwarding all mail to his new home.PHS per terms and conditions Page 2-3 section 4 state (THIS AGREEMENT IS FOR A TERM OF 12 MONTHS AND WILL CONTINUE TO RENEW FOR LIKE TERMS UNLESS CANCELLED THIRTY (30) DAYS PRIOR TO THE END OF THE CURRENT AGREEMENT TERM OR THE COVERAGE IS CANCELLED AS DESCRIBED BELOW. IN THE EVENT THAT YOU DO NOT NOTIFY THE COMPANY OF YOUR INTENTION TO DISCONTINUE THIS AGREEMENT, YOU WILL BE AUTOMATICALLY RENEWED FOR ANOTHER TWELVE (12) MONTH TERM. YOU AGREE THAT ANY PROVISIONS REQUIRED BY LAW TO BE CONTAINED HEREIN FOR RENEWAL PURPOSES ARE DEEMED INCORPORATED HEREIN AND COMPANY AGREES TO PROVIDE A COPY OF ANY SUCH PROVISIONS ON REQUEST. Each twelve (12) month period will be treated as a separate Agreement term). (PHS) as a goodwill gesture and not an admission of any liability, (PHS) has agreed to offer a one-time courtesy credit, which ************** declined offer. We PHS have done our diligence to send monthly statements and confirmed account was active. 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: 12/22/2022

   
  Complaint: 18512080
  
  I am rejecting this response because:

  
  

  I did speak to PHS on 12/16/2022 and explained my position. PHS statement that they have confirmed my service to be active and they have sent me monthly invoice, is incorrect. 

  
  

  A consumer is not liable for the payment of the service which was not received in the timely manner

  • In spite of my contacting them in January 2022, they failed to send me any paper document confirming that my service is active. They did not even send me monthly bills. PHS says that they have sent me monthly bills, which is inaccurate. I am attaching the bill that I received for the first time, forwarded from my old address by ***** After receiving this invoice I had contacted their customer service in November 2022 and they accepted that there were some issues with their system. 
  • As per the contract that PHS attached in response, section 9

  You must pre-pay for the Plan. Coverage under this Agreement is suspended at the end of the pre-pay period in the event of non-payment. You must be current on all payments in order to be covered under this ********** ******* may terminate this Agreement at any time in the event that You fail to make timely payments.

  
  

  How can a customer be on PHS service for 10 months without paying? It is lapse on PHS part to send me confirmation and bills in timely manner and I am not responsible for backdated invoices.

  • Over the call with PHS representative on 12/16/2022, I agreed to pay for the month when I received the invoice, as attached for the first time, that is $74.95, which they did not agree.  And within a month after receiving this invoice, I have cancelled my services with PHS. 
  • I have not received any service from Pivotal Home Solutions. As I did not receive any communication from PHS, I assumed that I do not have an active home protection plan and I used local contractors to get some of the due repairs on my new home ~$1000+. They would not reimburse me for those services.
  • IT is PHS mistake all along, and customer is not responsible for lapses on PHS part.

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

  

  Business Response

  Date: 01/13/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 02,2022, correspondence regarding the complaint filed by **************************
  
  Upon receiving the above referenced matter Pivotal Home Solution (PHS) spoke to ************** on 12/16/22 explained we reviewed account and reviewed a call from 1/28/22 ************** called in inquiring on his bill and the account being active for new address (28 ***********************************************). We confirmed account was active and had a pending amount due at the time (monthly statements were sent to ************** new address), informed us due to him moving to new home he contacted US *********** to forwarding all mail to his new home.PHS per terms and conditions Page 2-3 section 4 state (THIS AGREEMENT IS FOR A TERM OF 12 MONTHS AND WILL CONTINUE TO RENEW FOR LIKE TERMS UNLESS CANCELLED THIRTY (30) DAYS PRIOR TO THE END OF THE CURRENT AGREEMENT TERM OR THE COVERAGE IS CANCELLED AS DESCRIBED BELOW. IN THE EVENT THAT YOU DO NOT NOTIFY THE COMPANY OF YOUR INTENTION TO DISCONTINUE THIS AGREEMENT, YOU WILL BE AUTOMATICALLY RENEWED FOR ANOTHER TWELVE (12) MONTH TERM. YOU AGREE THAT ANY PROVISIONS REQUIRED BY LAW TO BE CONTAINED HEREIN FOR RENEWAL PURPOSES ARE DEEMED INCORPORATED HEREIN AND COMPANY AGREES TO PROVIDE A COPY OF ANY SUCH PROVISIONS ON REQUEST. Each twelve (12) month period will be treated as a separate Agreement term). (PHS) as a goodwill gesture and not an admission of any liability, (PHS) has agreed to offer a one-time courtesy credit toward the open balance on account, which ************* declined offer. The offer still is open for **************. We PHS have done our diligence to send monthly statements and confirmed account was active. 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: 01/17/2023

   
  Complaint: 18512080
  
  I am rejecting this response because:

   

  I did speak to PHS on 12/16/2022 and explained my position. PHS's statement that they have confirmed my service to be active and they have sent me monthly invoice, is incorrect. See the details below.
  
  
  1. A consumer is not liable for the payment of the service which was not received in the timely manner

  
  2. In spite of my contacting them in January 2022, they failed to send me any paper document confirming that my service is active. They did not even send me monthly bills. PHS says that they have sent me monthly bills, which is inaccurate. I am attaching the bill that I received for the first time, forwarded from my old address by ***** After receiving this invoice I had contacted their customer service in November 2022 and they accepted that there were some issues with their system. 
  
  3. As per the contract that PHS attached in response, section 9
  You must pre-pay for the Plan. Coverage under this Agreement is suspended at the end of the pre-pay period in the event of non-payment. You must be current on all payments in order to be covered under this ********** ******* may terminate this Agreement at any time in the event that You fail to make timely payments.
  
  How can a customer be on PHS service for 10 months without paying? It is lapse on PHS part to send me confirmation and bills in timely manner and I am not responsible for backdated invoices.
  
  
  4. Over the call with PHS representative on 12/16/2022, I agreed to pay for the month when I received the invoice, as attached for the first time, that is $74.95, which they did not agree.  And within a month after receiving this invoice, I have cancelled my services with PHS. 
  
  
  5. I have not received any service from Pivotal Home Solutions, as I did not receive any communication from PHS, I assumed that I do not have an active home protection plan and I used local contractors to get some of the due repairs on my new home ~$1000+. They would not reimburse me for those services.
  
  
  IT is PHS mistake all along, and customer should not be responsible for lapses on PHS part.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/29/2022

  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 submitted paperwork on August 31, 2022, to get a ****** reimbursement for a washer I had to replace due to it not being able to be repaired. I still have not received the refund, even though representatives have told me the claim was approved and direct deposit was made to my checking account. At the beginning of Oct, I received an email stating a direct deposit was performed, and when it didn't appear in my acct, I called and spoke to someone who told me there was an issue with the deposit, and that I should wait a few more days. I called back a week later, and spoke to a man who stated a paper check was sent out to me. I did not receive this check. He said he would have to put through a request to have the check researched to see if it was cashed. He said either he would call me, or someone from the department that handles the reimbursement would call me. No one did. I called again on November 18, 2022. I explained the situation and the woman said that a direct deposit was put through on Nov 14. I checked my account while on the phone with her, and explained that I did not have the deposit. She said she would email the payment department to have them call me, because I wanted to know what checking acct they were depositing to. No one called back. I called back on November 21, ****, and explained to another rep the situation, and asked for a supervisor. He said he probably wouldn't be able to get one for me because they were very busy from the weekend. I held for about 40 minutes, then told him I wanted the supervisor to call me. He said he would have them call, and emailed the payment **** to have them look up the account number for the deposit. No one called me. I called back a few days later and told the rep if a supervisor didn't call me, I would contact the BBB. He said he would inform the supervisor. Still, I have not been contacted. I pay over ****** a year for this service, and feel this is bad business ethics to not at least call me.

  

  Business Response

  Date: 12/08/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November 29, 2022, correspondence regarding the complaint filed by ************************ 
  
  Upon receiving the above referenced matter 12/5 (PHS) has spoken to ************ she advised us she had not received her reimbursement refund. PHS confirmed with her the payment was submitted electronically and had cleared the bank on file.************ checked with the bank of her sisters account and found that the refund had been deposited.
  
  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.