Complaints

This profile includes complaints for Oncourse Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Oncourse Home Solutions

  1415 W. Diehl Road, Suite 270 Naperville, IL 60563

  
• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

• 

  Extra Service Protection

  100 International Dr # 175 Portsmouth, NH 03801-6854

• 

  Nipsco Home Solutions

  PO Box 5370 Naperville, IL 60567-5370

• 

  Extra Service Protection

  100 International Dr Ste 175 Portsmouth, NH 03801-6854

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2022

  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.

  I've been out of heat since 10 am on 11/21. This company told me a tech was to be out between 5-9pm on 11/22. Then at 9pm I had to call customer service to see where the tech was. They said he had trouble and would not be able to come out. Someone would call me on 11/23 around 9 am to tell me when a tech would be out. I pay for 24/7 emergency heating/ac maintenance and repair. How is it that I pay $54 a mth for this service and its 30 degrees outside and they cannot tell me when a tech will be out. Maybe tomorrow or the next day. How is this legal?

  

  Business Response

  Date: 12/01/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November 22,2022, correspondence regarding the complaint filed by ****************************************

  
  Upon receiving the above referenced matter Pivotal Home Solution (PHS) spoke to ************************** on 11/23/22 explained he called in on 11/21/22 requested a Heating repair and was given an appointment date of 11/22/22 5pm-9pm and the appointment was missed. We offered as a goodwill gesture and not an admission of any liability, a one-time courtesy credit for the inconvenience on missed appointment (1-2 Billing Cycles to reflect). A new appointment was given for 11/23/22 1pm-5pm and parts were ordered at the time, 11/28/22 received parts and heating unit was fully repair and operating. 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: 12/01/2022

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

• Initial Complaint

  Date:11/16/2022

  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.

  Pivotal home solutions holds the leases to two water heaters in a rental home that I own. They repeatedly refuse to contact me regarding a buyout price for the units, thereby forcing me to continue making monthly payments.

  

  Business Response

  Date: 11/21/2022

  American Home Solutions (AHS) appreciates the opportunity to respond to your November 16,2022, correspondence regarding the complaint filed by **************************
  
  American Home Solution (AHS) spoke to ************** on 11/16/22 explained he called in on 11/14/22 requesting buyouts for two leased Water Heaters (42 ***************************** and *********************************). CSR followed process to request buyouts and explained he will receive agreements for the buyouts via mail (up to 30 days to receive),accounts will be active until Buyout agreements are signed and received to (AHS).Once we receive agreements, customer final bills and buyout amounts agreed will be sent on a final bill statement and accounts will be closed. The Buyout Agreements were mail out on 11/14/22, at this time we have not received agreements to process further.  We (PHS) encourage ************** to contact us with any additional questions or concerns.
  
  (AHS) 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:11/15/2022

  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 sold my home (141 **************, *******, ** *****) on August 8, 2022. I submitted a request for reimbursement for the unused portion of the contract ( about six months) via a letter dated August 24, 2022. I provided the closing disclosure statement as proof that the property was sold. I also included a request for reimbursement for a cleaning that my plan covers but could not be accommodated by the Pivotal contractors. On October 6, 2022 I was issued a check for the cleaning but nothing for reimbursement if the unused portion of the service contract. Waited for them to finally process that request. Called about two weeks ago and explained the situation. I was told that I would be getting a call in several days about the reimbursement and was told it would be about $140. Never got a call back. Called today and was told my account was still active but would be cancelled today. This is unacceptable. I have not lived in the house since August 8, 2022. I provided documentation to the effect and requested a refund. Obviously Pivotal received that information as they processed the request for reimbursement of the cleaning that they were unable to schedule. Before I renewed I specially noted I was selling the house on 2022 and asked if I would get a refund due for the unused portion of the contract and was assured I would. All I asked for was fair play. I should not have to pay for a plan to cover a property I do not own.

  

  Business Response

  Date: 11/23/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November 15,2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter PHS spoke to ********************** on 11/22/22, he explained to (PHS) he sent in documentation via mail to address (P.O. Box **** **********,** *****) informing in said letter he has sold home and requesting refund for contract. PHS explained cancellation was not requested in documentation or sent to the correct address per his terms and conditions page 12 section 10. states (You may cancel this Agreement at any time as described below by calling the tollfree number listed on the Letter or providing cancellation in writing to:Warranty Program, ****************************************************************). (PHS) pro-rated his annual contract for the time ********************** had active coverage to the time he requested to cancel which was requested on (11/15/22). ********************** will receive a refund check via mail (within 1-2 billing cycles) to the billing address. We (PHS) encourage ********************** to contact us with any additional questions or concerns.

  
  PHS takes all consumer complaints seriously and we regret that this issue ******************************* 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: 12/01/2022

   
  Complaint: 18408926
  
  I am rejecting this response because:

  The representative that contacted me concerning my complaint is playing semantics. 
  I spoke with a PHS rep in early October after I did not get a response to my August 24, *********************************************************************************************** The rep said I would be getting a refund of about $140. When I didnt get a call I called back. This rep told me you cant cancel in a letter only over the phone and that he would make the cancellation effective in November. I told him that was unacceptable and then I filed my complaint with BBB. 
  The PHS representative that responded to my complaint (********** believe) told me I never used the terminology cancel in my letter and that it was sent to the wrong address. 
  It may have been sent to the wrong department but it was an address I was given by PHS. Most reputable companies would have merely directed it to the appropriate department. My letter clearing stated my intention. I noted I no longer owned the property, provided documentary evidence, and requested reimbursement from that date. A de facto request to cancel my contract. 
  I expected PHS to do the right thing. 
  So far they have not.

  
  I am currently building a new home
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/07/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November 15, 2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter PHS spoke to ********************** on 11/22/22, he explained to (PHS) he sent in documentation via mail to address (P.O. ***************************************** a reimbursement department address.) letter states he has sold home and requesting refund for contract. PHS explained cancellation was not requested in documentation and sent to the incorrect address, per his terms and conditions page 11 section 10 states (You may cancel this Agreement at any time as described below by calling the tollfree number listed on the Letter or providing cancellation in writing to: Warranty Program, ***************************************************** 60566-7042) please see attached terms and conditions. ********************** requested to cancel account on 11/15/22, PHS will pro-rated his annual contract for the time he had active coverage to the time he requested to cancel. ********************** will receive a refund check via mail (within 1-2 billing cycles to receive) to the billing address. We (PHS) encourage ********************** to contact us with any additional questions or concerns.
  
  PHS takes all consumer complaints seriously and we regret that this issue ******************************* 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: 18408926
  
  I am rejecting this response because:

  
  

  I did submit a request for renewal reimbursement to the company in August. One does not request a reimbursement for the unused portion of the contract if they are continuing the service. Hence, my request was a de facto cancellation of the policy. Are the employed of PHS so incompetent that they could not forward my request to the appropriate department in their company or as a minimum of common decency inform me? PHS is playing semantics and being picayune. 

  
  

  My contract with PHS was essentially an insurance policy for my HVAC system and I informed them in August that I no longer owned the home. Hence I did not need the coverage. I doubt that the person responding to this complaint carries insurance of property they dont own-makes no sense. 

  I had hoped that BBB would intercede on my behalf. Being merely a conduit between the company and me is not what I envisioned- I could do that directly and I have. I have to wonder what you base their rating on. 

  
  

  In reviewing other complaints to BBB about this company I noted that it was rare that they were resolved to the customers satisfaction despite the pro forma comment in all their responses that they take all complaints seriously.

  
  

  I can not recommend this company but I can inform others of how they treated a long standing customer. 

  
  

  I am currently building a new home. I will need HVAC coverage - give my experience why would I choose PHS. 

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

  

  Business Response

  Date: 12/21/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November 15, 2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter PHS spoke to ********************** on 11/22/22, he explained to (PHS) he sent in documentation via mail to address (P.O. ***************************************** a reimbursement department address.) letter states he has sold home and requesting refund for contract. PHS explained cancellation was not requested in documentation and sent to the incorrect address per his terms and conditions page 12 section 10 states (You may cancel this Agreement at any time as described below by calling the tollfree number listed on the Letter or providing cancellation in writing to: Warranty Program, ***************************************************************) please see attached terms and conditions. ********************* requested to cancel account on 11/15/22, PHS has agreed to offer a one-time courtesy refund for the time he requested to cancel (August 2022), and pro-rated his annual contract for the time he had active coverage to the time he requested to cancel. ********************** will receive a refund check for prorating credit for annual contract and refund via mail (within 1-2 billing cycles) to the billing address. We (PHS) encourage ********************* to contact us with any additional questions or concerns.
  
  PHS takes all consumer complaints seriously and we regret that this issue ******************************* 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: 01/03/2023

   
  Complaint: 18408926
  
  I am rejecting this response because:
  

    

  
  

  I was away for the holidays and did not get to respond. 

  
  

  You should know that I have received zero satisfaction from Pivotal **** Services. They are charging me for a service on a home I did not own despite the fact that I informed them and asked for a refund. They received it in writing. They are playing a semantics game because I didnt use the word cancel. One does not request a refund of the unused portion of the contract due to the sale of a home if they are not cancelling. Absurd to think otherwise. While my letter was sent to the claims department at Pivotal because I was told to send a maintenance service request there by a Pivotal employee it would have been a simple matter of referring it to the right department or notifying me to correct the matter. This company choose not to do that. 

  I am thoroughly disgusted with this company. Further, I am extremely disappointed in the BBB as I thought you might intervene if you thought my claim was valid - I guess you do not. 

  
  

  Pivotal bought themselves a whole lot of free negative advertising as I plan to tell all my friends, relatives, neighbors, 

  and anyone else who will listen how badly we were treated by Pivotal despite being a long-standing customer.

  
  

  Sent from my iPhone

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

  

  Business Response

  Date: 01/12/2023

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November 15, 2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter PHS spoke to ********************** on 11/22/22, he explained to (PHS) he sent in documentation via mail to address (P.O. Box **** **********, ** *****) informing in said letter he has sold home and requesting refund for contract. PHS explained cancellation was not requested in documentation or sent to the correct address per his terms and conditions page 12 section 10. states (You may cancel this Agreement at any time as described below by calling the tollfree number listed on the Letter or providing cancellation in writing to: Warranty Program, ***************************************************************). (PHS) pro-rated his annual contract for the time ********************** had active coverage and as a courtesy we will refund said date on letter ********************** said he cancelled (August 2022). ********************** will receive a check via mail (within 1-2 billing cycles) to the billing address. We (PHS) encourage ********************** to contact us with any additional questions or concerns.
  
  PHS takes all consumer complaints seriously and we regret that this issue ******************************* 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: 18408926
  
  I am rejecting this response because:

  Same tired response. Company has no customers service values. Charges for service they do not provide. Disappointed that BBB does not hold them to the fire. How can you rate this disreputable company  favorably???
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/31/2022

  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.

  Sept.14 2022First Isewr have a problem with my yard sinking. I have contract with them for water/sewer leak. I called them and sent out Cental ************** and the guy had no idea and told me I had to call Public Works for shut off valves. and he said something to the affect that I needed to wait 30 days for I don't remember, anyway I called Public Works and they told me the plumbing company had to call. When I called plumbing company, they argued with me and then hung up on me. so I waited for someone to contact me, which didn't happen. Oct. 21 *************************************************************************************************************************************** I'm still waiting. I have answered their serveys about their service and complained with no response. I'm still paying every month, all I want is some answers with some common couteous and them standing behind what they promise. ACC# ******* Claim# *******

  

  Business Response

  Date: 11/08/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November 8,2022, correspondence regarding the complaint filed by **********************************

  
  Upon receiving the above referenced matter Pivotal Home Solution (PHS) spoke to ******************** he called in on 9/14/22 for a Outside Sewer/Water line repair. Our Provider went out on 9/19/22 informed customer in order to further service/ diagnose repair must call and have public works come out to shut off the main lines and provider will come back out to service. At this time customer has not informed (PHS)/Provider main lines are shut off. ******************** decided to cancel coverage on 11/2/22. We offered as a goodwill gesture and not an admission of any liability, to credit the open balance on account and a refund (1-2 Billing Cycles to reflect).******************** agreed to credit/refund and it resolve dispute. We (PHS) encourage ******************** to contact us with any additional questions or concerns
  

  PHS takes all consumer complaints seriously and we regret that this issue caused ********************************* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.

• Initial Complaint

  Date:10/25/2022

  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 purchased gas line protection and can't get them to acknowledge and provide a contractor for my claim. Been 2 weeks and nothing but run around

  

  Business Response

  Date: 11/01/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your October 25, 2022, correspondence regarding the complaint filed by ************************
  
  Upon receiving the above reference matter Pivotal Home Solution (PHS) spoke to ************** (daughter) on 10/31/22 reviewed the account and determined, there is a repair claim requested for a gas line on 10/17/22. (PHS) informed ************** (Daughter), we have tried to contact providers to service **************, at this time we do not have providers available for her per her 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.). ************** (Daughter) Agreed to Reimbursement offered to her per her terms and conditions. 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:10/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Pivotal Home solution additional coverage on my Nicor bill. I guess their services are over seas and they are programmed or told in training not to allow cancellation. First you stay on hold for about 15 minutes, if you past that test they seem extremely nice until you explain that you want to cancel coverage. Each time Ive been placed on hold then disconnected. The first two times I thought it was a coincidence until the third time when the same thing happened as soon as I said I want to cancel coverage I was disconnected.Ive been trying this periodically for over a year now and I honestly dont have time to keep doing this.I want my coverage canceled and a refund for the 12 months Ive been trying to cancel without any success. Im tired.Nicor Gas account 71-92-66-1536-1

  

  Business Response

  Date: 10/25/2022

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your October 23, 2022, correspondence regarding the complaint filed by ********************************** 
  
  Upon receiving the above referenced matter ****************** was enrolled in Heating/Water heater Repair and **************** Line (Protections).PHS spoke to ********************** on 10/24/22, informed 01/26/22 and 9/22/22 she called in for service and to go over her billing statements. There was no request thought out that time when she called in for her account to be cancelled. ********************** requested account to be cancelled on 10/24/22. As a goodwill gesture and not an admission of any liability, PHS issued a one-time courtesy to credit the open balance on the account, ***************** will receive credit on her bill statement within 1-2 billing cycles. She has agreed issue is resolved. 
  
  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: 10/30/2022

   
  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. Im not sure who ***************** is as stated in the resolution.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/08/2022

  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 service contract for my home. On September 23 I called. To get my furnace fix. This Co.told me that they will come out to fix it on October 28 ,22. I called them about 5 times to see if they can come out sooner. No luck. All I want is for them to respond to the costumer in a more respectful manner. And get my house heater fix.I am a 67 year old man who needs his house heat Thanks

  

  Business Response

  Date: 10/11/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your October 8, 2022,correspondence regarding the complaint filed by ******************

  
  ***************** is enrolled in the Preferred Home program. He initially contacted PHS on September 23, 2022 to schedule Heating Repair claim, at the time was given an appointment for 10/28/22. ************ called on 10/10/22 to reschedule heating repair claim for a sooner date, (CSR) offered 10/17/22 agreed to appointment. (PHS) followed up with *********** on 10/11/12 to reconfirmed if appointment was a good time frame for customer, he agreed issue regarding his appointment was resolved. We (PHS) encourage ************ to contact us with any additional questions or concerns.
  
  (PHS) takes all consumer concerns seriously and we regret that this issue caused ***************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration.

  
  

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company says I signed up for their services through my gas provider. When I asked them for proof that I did this they couldn't provide it. I cancelled services with the gas provider in March and I'm still receiving bills from this company. I had a confirmation of cancellation from this company in July, then in September received notification of enrollment and additional bills. Any contact via phone or email has been fruitless.

  

  Business Response

  Date: 09/29/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your on September 27, 2022, correspondence regarding the complaint filed by **************************
  
  Upon receiving the above referenced matter **************, was enrolled in the ************* Line and Plumbing Protections (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 Gas utility bill.  ************** received annual notices of the Program renewal in September 2018, 2019, 2020, 2021 and 2022, via direct mail to customers Billing address. We found no evidence that the enrollment was invalid, and we believe ************** has had sufficient notice about her enrollment in the Program. ************** requested on 7/7/2022 to cancel contract. (PHS) spoke to ************** on 9/28/22 offered as a goodwill gesture and not an admission of any liability, to credit the open balance on account (1-2 Billing Cycles to reflect). ************** agreed to credit and resolve dispute. We (PHS) encourage ************** to contact us with any additional questions and resolve his 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:09/21/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a maintenance contract with Pivotal Home Solutions for my water heater and furnace. Part of the contract includes an inspection and a cleaning of the furnace. I received notification from Pivotal in August to call them and file a claim and then call ***************** for a date of service. Pivotal contracts with MJ only for service in my area. I called Pivotal August 8th and received claim # *******. I was told to call MJ which I did. ** said they were not scheduling service until after 9/1/22. I called back 9/2 and MJ now say they are not scheduling until October. I have called Pivotal 3-4 times to get a new vendor. I am having major surgery in a week and cannot have anyone in my house for at least 8 weeks. I am worried this is a scam.. I have paid $289.00 for 2022 and have not received service or even a date for service and Pivotal wants to charge me for next year. Pivotal keeps saying someone will call back within 4 hours and no one ever does. Each time I call I get a different representative. I am worried there is an issue between Pivotal and MJ and we the clients are being put in the middle and scammed that I will not get the service I paid for. Please check into this for me and obtain for me a date for service. The only people you can talk to at Pivotal is someone named ********. You cannot speak with the owners. I am vey worried. please help.Thank you,*****************************

  

  Business Response

  Date: 09/20/2022

  Good afternoon,

  This complaint needs to be addressed with Pivotal Home Solutions. The complainant is not a customer of ours. We are a third-party provider for Pivotal Home Solutions and have not received any money from the complainant. We service Pivotal Home Solutions customer when we have space in our schedule.

  Thank you

  

  Business Response

  Date: 09/27/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 21, 2022, 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 his account. (PHS) reviewed account and was determined ******************** has already scheduled an appointment with provider for her annual furnace inspection (clean and check), service date 11/19/22 time frame 10am-1pm. 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: 09/27/2022

   
  Complaint: 1
  I am rejecting this response because:  I do not feel this is a fair business practice that I now have to wait until Nov for this service!
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 10/03/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 21, 2022, 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 his account. (PHS) reviewed account and was determined ******************** has already scheduled an appointment with provider for her annual furnace inspection (clean and check), service date 11/19/22 time frame 10am-1pm. Please be aware Maintenance inspections (Clean and Check) are not top priority due to there not repairs (ex: No Heat, Furnace not working) these examples would be top priority. We can offer under terms and condition a (Card Offer), customer would find her own provider and we would reimburse her for the maintenance (clean and Check). If ******************** Accepts (card offer), we will need to know so reimbursement forms can be explained and sent to her. We have done our diligence to help customer on this matter. 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:09/20/2022

  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.

  Had a .09 cent charge on my Nicor bill. Called Nicor and they stated it was charged by Pivotal Home Solutions and to call them. I called Pivotal and they stated it was a late fee because ***** reported us late. We are on auto payment and ***** pulls the funds and pays them all on the same day. She stated that she would reverse the .09 cents. So I then called back to Nicor to see why they reported us late, and they stated that we've never been late and they have never reported us late. She also stated that the proof was on our account statement that shows them sending the funds to Pivotal on the same day that the funds were pulled from our account. In addition, they stated the .09 cents was not reversed and that there was a second .09 charge coming through. So I then called back to Pivotal and the representative, ****, stated he would reverse the .18 cents. Then put me on hold, after another 5 minutes he came back and stated it was done, but would take a few months and may not show under the (Total- additional ******************** where their fees show on the bill. When I questioned this he stated that it was just something he had to read to everyone. When asked where I would see it and how could I ensure this doesn't happen again because I have wasted 2 hours taking care of this...he said he understood and put me back on hold. Came back to the line and stated that the .18 cents was reversed. Never answered my questions. Then went into an insurance sales pitch for additional services, to which I declined all of them. I am concerned that there are many people out there being charged this .09 cents that aren't doing anything about it. There is a problem between ***** and Pivotal that needs to be fixed, they each blame the other. However, ***** has the proof on the statement it was paid timely. If this isn't fraud, then there is a problem with the systems between the companies that should be fixed.

  

  Business Response

  Date: 09/27/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 20,2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter on 9/22/22 (PHS) spoke to ************************ advised how our process for billing, (PHS) sends statement to utility *********** and they will present our charges on their statement. We (PHS) and utility both have different billing periods and due dates since we are separate identities.  In the case of ************************, we received a late payment causing late charges to present on account. As a one-time goodwill gesture and not an admission of any liability, (PHS) issued a credit to the late fees presented on account, allow 1-2 billing cycles to reflect on 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: 10/01/2022

   
  Complaint: 18050944
  
  I am rejecting this response because:

   The company, Pivotal, continues to suggest that we were late on our payment stating that, (as a one time courtesy we have waived the late fee)  There never should have been a late fee in the first place. We have never been late. If they can not connect the systems between ********* and Pivotal they should be sending separate bills to the customers.   Again, I am more concerned that hundreds of other customers have experienced the same issue and not pursued the refund.  Helping them get additional funds fraudulently, month after month.  

  Bottom line, ********* stated, and it shows on our Nicor statement, that they received the payment timely and sent Pivotal their money on the same day. 

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

  

  Business Response

  Date: 10/04/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 20,2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter on 9/22/22 (PHS) spoke to ************************ advised how our process for billing, (PHS) sends statement to utility *********** and they will present our charges on their statement. We (PHS) and *********** both have different billing periods and due dates since we are separate identities,we do not share same billing process. (PHS) does offer both direct bill and/or able to add it on to your utility bill, customers may switch billing methods at any time as they choose. Every complaint is a case-to-case scenario, (not all the same cases). In the case of ************************, we reviewed account was determined we received a late payment causing late charges to present on account. As a one-time goodwill gesture and not an admission of any liability, (PHS) issued a credit to the late fees presented on account, allow 1-2 billing cycles to reflect on 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.