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

  
• 

  Nipsco Home Solutions

  PO Box 5370 Naperville, IL 60567-5370

• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

• 

  Extra Service Protection

  100 International Dr # 175 Portsmouth, NH 03801-6854

• 

  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:09/17/2022

  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 finally was able to replace my dryer. I have been struggling financially since the passing of my wife. ( one income) l really need my refund for the purchase agreement of my new dryer. All papers have been sent in, l pay my pivotal bill always on time. I just really need my refund. Please help!

  

  Business Response

  Date: 09/23/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 17, 2022, correspondence regarding the complaint filed by ***********************.
  
  Pivotal Home Solution (PHS) has made several attempts to ************** and we were unsuccessful to reach by the telephone number we have listed on file for his account. (PHS) reviewed account, it was determined his reimbursement claim for ***** was approved on 9/19/22 and processing check (1-2 weeks) customer will receive via direct deposit as requested per his reimbursement request. 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:09/13/2022

  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.

  This company I have my home warranty and they deemed my air conditioning irreparable and would cover my repair through reimbursement. I submitted documents on June 13,2022 and was told it would ***********-8 weeks for the process. I followed up on July 12,2022 and was told the same thing 6-8 weeks. I followed up on August 29,2022 and was told it would be escalated. Called back today and no resolution. I was told that department can't receive calls and her system wouldn't allow transfer to manager. I would like to receive my reimbursement and she told me it would take another 6-8 weeks without any reasons why. Please assist. It's been 13 weeks.

  

  Business Response

  Date: 09/20/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 13, 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 on A/C and no authorization to replace A/C, causing reimbursement to be declined. We were able to determine on 5/18/22, we (PHS) sent a Technician for a A/C Quote and at the time unit was deemed (not repairable) needs to be replaced, documents were forward to claims department to be re-open for further processing. We are currently in the process of working directly with **************** and will continue to do so until her reimbursement has been approved. 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:09/06/2022

  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 have been trying since March 2022 to get an appointment to check up on my air conditioner. They have canceled three times. When I call their call center they refuse to let me speak to a manager. One of their customer service reps actually hung up on me. This company is HORRIFIC. I would like a refund of the last six months of payments that I have made and gotten zero service, despite approximately 8 phone calls attempting to arrange it.

  

  Business Response

  Date: 09/13/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 6, 2022,correspondence regarding the complaint filed by ************************ 
  
  *********************** was enrolled in the Heating and Cooling Maintenance programs. She initially contacted PHS on February 28, 2022,to schedule A/C maintenance claim. Due to the time of the season claim had to be rescheduled for later time when temperatures are above 65 degrees in order to get correct diagnosis. **************** claim kept getting reschedule (missed appointments)and was not rescheduled after 8/29/22 due to weather conditions. PHS reached out to **************** to go over her A/C Maintenance concern, at the time she had already requested to cancelled account on 9/6/22. (PHS) as a goodwill gesture and not an admission of any liability has agreed to offer a one-time courtesy refund to **************** to settle dispute, in which she agreed too. 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. 

  Customer Answer

  Date: 09/19/2022

   
  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:09/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty with this company (aka American Home Solutions), I always received bills monthly starting in April(contract renewal) and I paid every month(different amounts but typically over $100 every payment). In November 2021 I was having problem with my thermostat so I called them to set up an appointment to have a company out.The *** (never are given names when asked)said my account was in FINAL DEMAND and they would not send out a repair until it was paid in full.Prior to this phone call I had mailed another $105 payment but it wasn't showing to her.The *** stated I could make a $200 payment with her and clear up the balance.I was confused, I asked why my account was in this status since I make payments every month?She stated I wasn't on a monthly payment plan, to which I asked since when?Since joining this (it was originally handled by Bay State Gas)I have made monthly payments and never received any notices.She said there was nothing she could do until it was paid. I waited until my $105payment cleared then mailed check for the remaining balance.I called to schedule an appointment for my thermostat but also told the *** I wanted to be on a payment plan the following year when it was up for renewal.The *** said she changed account to monthly payments and I had my thermostat repaired.Early April 2022, I received the first bill from this company and again it showed the full balance due.I called numerous times but kept getting disconnected, I asked for a manager every phone call but was told none were available.In late April I called again,spoke to another *** she told me she would switch the account to installments.I received another bill but not payment plan! May 2022,I called spoke to *** working from home she told me again it was going to installments.She gave me a first payment and monthly payment amounts.Never received anything so did a live chat with a ****** who confirmed the payments,said issue was resolved.Not at all!Now told no monthly plan

  

  Business Response

  Date: 09/10/2022

  American Home Solutions (AHS) appreciates the opportunity to respond to your September 1, 2022, correspondence regarding the complaint filed by ***************************.
  
  American Home Solution (AHS)has made several attempts to **************** and were unsuccessful to reach him by the telephone number we have listed on file for his account. (AHS) reviewed ***************** account has been determined his account is an annually billed contract.**************** has not paid for 2022-2023 contract in full, there is a remaining balance pending on account. The due date the contract was due on 5/17/22, which is now past due and in suspended status.  A Payment will be needed to get account out of suspension status. 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.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17812027
  
  I am rejecting this response because:  yes a representative from AHS (****) has called me and left messages, but I have returned every one of his phone calls and left voicemails.  **** (does not leave a last name) does not return my calls.  I am in business so I am not always available when he calls but I do return every phone call received.  If this representative would like to give me a time to call him back I would gladly call at the scheduled time.

  As far as the payments, as I stated in my original complaint, I spoke to numerous representatives as well as did a "chat" session (which I attached to original complaint), and they said I would be put on a payment plan. So for AHS to say they have no record of this is ridiculous, and they are now suspending my account!  With all of this going on all spring/summer, I had issues with my AC during the hottest stretches seen in the New England area for some time.  I am a 75 year old man who was dealing with temperatures inside my house some days above 90 degrees!  As you can imagine every HVAC company was weeks out for appointments, but I finally had to pay out of my own pocket for my AC to be repaired.  So why would I want to pay anything at all to this company after what I had to endure!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/20/2022

  American Home Solutions (AHS) appreciates the opportunity to respond to your September 1, 2022, correspondence regarding the complaint filed by ***************************.
  
  American Home Solution (AHS) spoke to **************** on 9/8/22 we reviewed ****************** account has been determine his account is an annually billed contract, (please see attached bill statement showing annually billed). **************** has not paid for 2022-2023 contract in full, there is a remaining balance due on account. The due date the contract was due on 5/17/22, which is now past due and in suspended status. In order to setup a repair claim per terms and conditions page 11, section 9 states: (You must be current on all payments in order to be covered under this Agreement). A Payment will be needed to get account out of suspension status,and we will be able to process repair claim for ****************. We explained to this to ****************, he denied speaking to us furthermore. 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:08/30/2022

  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 paid american home solutions- pivotal home solution for 15 yr to fix or replace my ac& heating unit if it went down, my AC unit went down, climate design system was the company they sent out to fix it, climane design said the unit was deemed dead, i was told to get unit replace and send in bill,which i did, american home solution turn down my claim,said i was not cover for replacement,on my contract page 3 annual limit $2.000 repair coverage or replacement coverage, i have call and talked to them 7 times with no answer, this started on **** 22.

  

  Business Response

  Date: 09/08/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 30,2022, correspondence regarding the complaint filed by ****************** 
  
  Upon receiving the above referenced matter (PHS) has spoken to ************ advised him we reviewed documents he has sent in for A/C reimbursement. ************ Coverage is (Cooling Basic Plan) and only has coverage for Repairs, no replacement coverage for A/C unit, causing reimbursement to be declined per Terms and Conditions that will be attached Page 4 states under Cooling Basic Plan, (EXCLUDED: Exclusions include, but are not limited to the exclusions and limitations listed under Cooling Repair, Unit Replacement, Compressor; condenser and evaporator coil.) (PHS) explained once unit is replaced we will cover the new unit for customer, instead he decided to cancel contact on 9/01/22 ending coverage for unit. 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: 09/08/2022

   
  Complaint: 17798929
  
  I am rejecting this response because: i think the company mislead people about what cover 
  we have, and when they came to my house they did not even try to fix the unit, because they said bit would cost them to much, so why did i pay for 15 years if i was not going to be coved, my next step is small clam court.
  Sincerely,
  
  ***************** when

  

  Business Response

  Date: 09/17/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 30,2022, correspondence regarding the complaint filed by ****************** 
  
  Upon receiving the above referenced matter (PHS) has spoken to ************ advised him we review documents he has sent in for A/C reimbursement. ************ Coverage is (Cooling Basic Plan) and only has coverage for Repairs, no replacement coverage for A/C unit, causing reimbursement to be declined per Terms and Conditions that will be attached Page 4 states under Cooling Basic Plan, (EXCLUDED: Exclusions include, but are not limited to the exclusions and limitations listed under Cooling Repair, Unit Replacement, Compressor; condenser and evaporator coil.). ************** terms also state page 1 (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) which in this case unit was deemed not repairable. Once unit is replaced, we will then cover the new unit for customer only for repairs under his terms and conditions. ************ instead decided to cancel contact on 9/01/22 ending coverage for unit. 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:08/29/2022

  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 found out I was paying for a service I did not sign up for , for last 16 years and 2 months . I never paid attention to **** just paid it until I received help from city for utilities and was still receiving a charge. I called on July 15th and was told there was nothing for my address or account then after 20 mins. The representative had to get a manager to try to help find the account. When she got back on she said it was for an address I did not live in at the time service was started. I had bought and moved into my house before service supposedly started. I said why would I get service for an apartment building I did not own or live in at that time? So it was sent to their escalating department I was told three days waited weeks called back was told they called and closed account cause I didn't answer. I asked why no one left message and found they called the wrong number the one that was on the account and not the number I gave them. It was sent back to the escalating department again with correct number and I received a call and the person only offered me 2 years and tried to make it as I did this I stated I can prove I bought my house and never owned that building when service started but he was not listening kept saying I can only give 2 yrs so I said no thanks have a good day and hung up. I told others of this issue they too have found they have been charged for years also with out knowing and were offered same thing. One was offered 3 years for 21 years he was paying for and did not authorize, this is not acceptable. We want all the money back. They owe me $1,154.30. I canceled and still am being charged on my nicor bill for this service also.

  

  Business Response

  Date: 09/08/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 29,2022, correspondence regarding the complaint filed by ****************************
  
  Upon receiving the above referenced matter ****************, was enrolled in the Gas Line Protection (the Program). At the time of enrollment, she would have received terms and conditions for the program. Since then, **************** has received monthly charges for the Program on her ********* utility bill.  **************** received annual notices of the Program renewal in March 2014,2015, 2016, 2017, 2018, 2019, 2020, 2021 and 2022, via direct mail to customers Billing address. (PHS) has done our due diligence to inform customer on enrollment and renewal notifications to customer and visible on utility gas bill shown as (optional service non-utility). We found no evidence that the enrollment was invalid, and we believe **************** has had sufficient notice about his enrollment in the Program.  On 07/15/2022 was the date the contract was requested by *************** to be cancelled. (PHS) as a goodwill gesture and not an admission of any liability has agreed to offer a one-time courtesy refund to customer and the offer was declined by **************** on 9/01/22. We (PHS)encourage **************** to contact us with any additional questions or concerns.

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

  Customer Answer

  Date: 09/08/2022

   
  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,
  
  ***************************

  False I was told several times there was no account under my address. Finally I had someone look closer into it and they found it under an apartment building I did not live in or own at time of service. So again I am disputing this information as it is false. **** refused to let me speak when he called and I said have a nice day and hung up after he was rude and refused to let me talk. If there was a renewal it was sent to the wrong address which was again a building I didnt own or live in at time of service I purchased my house before this plan was supposedly in place. Why would I got a gas line protection plan for a property I didnt own ?This does not make sense. I was refused refund and was told only 3 yrs back they could give. As I explained several times I did not authorize this and I did not live in or own that building and the house address I live in I had no protection plan at all took a manager to help the representative to  try to find it and took 20 min. Then I was told was for apartment building I didnt own or live in at time of the service plan. I bought my house and I was living in my house at the supposed time this plan started . Again I will not except anything other then full refund for the 16 yrs and two months. I can prove I bought my property before this plan started and the protection line did not move with me cause again they said there was no account  on my property under my current address. I did not authorize this plan.

• Initial Complaint

  Date:08/29/2022

  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 heard from Pivotal home Solutions. They offered me a refund for 3 years of charges. I refused this by not giving any authorization. I also wanted a transcript of the conversation, and they refused saying that they did not have to send me one. The person was trying to put the blame on me basically for not paying attention to my bill, but why would I look for charges that I never signed up for.He then asked how I came up with $1500.00, I said $5.95 a month is $71.40 times 21 years is $1499.40. he claimed that it was not always $5.95 a month and I said how do you know you do not have records that go that far back. I want a full refund and apology for being charged without my permission. This is my second complaint about this company.

  

  Business Response

  Date: 09/02/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 24,2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter ************************, was enrolled in the Gas Line Protection (the Program). At the time of enrollment, he would have received terms and conditions for the program. Since then, ************************ has received monthly charges for the Program on his ********* utility bill.  ************************ received annual notices of the Program renewal in October 2014, 2015, 2016, 2017, 2018, 2019, 2020, and 2021,via direct mail to customers Billing address. (PHS) has done our due diligence to inform customer on enrollment and renewal notifications to customer and visible on utility gas bill shown as (optional service non-utility). We found no evidence that the enrollment was invalid, and we believe ************************ has had sufficient notice about his enrollment in the Program.  On 08/03/2022 was the date the contract was requested to be cancelled. (PHS) as a goodwill gesture and not an admission of any liability has agreed to offer a one-time courtesy refund to customer and the offer the was declined by ************************ on 8/29/22. We (PHS) encourage ************************ to contact us with any additional questions or concerns.

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

• Initial Complaint

  Date:08/28/2022

  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.

  For several years, I had an *********** Contract on my furnace and air conditioner. On June 6th of 2022, my air conditioner was not cooling my house, so I called ESP at **************. They sent someone out to try to repair my air conditioner. He advised me that it was beyond repair. I called *********** Plan to tell them what the repairman had said, and they let me know that they had already spoken to him. I called a local furnace company called Metro Air to look at the air conditioner and they also gave me a quote. They also looked at my furnace and want to know how old it was. I told him it was ********************************************************************************************************** that if the air conditioner could not be fixed you would receive $500 towards the replacement. I called ESP back a few days later and they said they would mail the paperwork. During that call, the rep asked me if I was going to continue my service contract. I told them I have 6 months of coverage from the manufacturer of the air conditioner and furnace. At no time did the rep on the phone tell me that If I canceled the contract, I would not get my $500.00. I filled out all the paperwork and supplied them with what they needed. After several weeks I called, and they would say they didnt have any information at the time. After that, I called 3 to 4 times and they told me to call back on July 17th. When I called back on the 15th, the representative said that it was denied, because I canceled my contract. I was confused because no one ever told me I could not cancel and not get paid. I called back later that day, and they said the same thing. They also let me know that someone would call me in 2 to 3 days but no one ever did. My card credit statement is still being charged for this contract even though I canceled. I called the better business bureau in ********, **** which referred me to the ******** location. *********** PLAN IS CALLED ********** SOLUTIONS.

  

  Business Response

  Date: 09/06/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 28,2022, 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. **************** requested contact to be cancelled on 6/30/22, causing reimbursement to be declined per terms and conditions Page 2 states, (Your Agreement must be active and You must be current on all payments in order to receive reimbursement under the terms of this ********** ******* may set-off against any reimbursement payable pursuant to this section any and all amounts due from You under this **********). (PHS) as a one-time courtesy to process reimbursement for her and the ***************** re-opened reimbursements to be further reviewed.(PHS) reimbursement claims were approved on 9/01/2022 and processing check (1-2 weeks), customer will receive check in mail as requested per her reimbursement.We (PHS) encourage Ms. *************************** to contact us with any additional questions or concerns.
  
  PHS takes all consumer complaints seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration. 

• Initial Complaint

  Date:08/24/2022

  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 never signed up or renewed for the gas line protection from Pivotal home solutions. I contacted them it took three weeks to hear back from them and they said they could only refund me for 2 years. I was charged $5.95 a month for 20 years and 8 months this comes to a total with tax to a minimum of $1.500.00. I want a full refund and this company to be held responsible and admit that they charged me without my authority.

  

  Business Response

  Date: 09/02/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 24,2022, correspondence regarding the complaint filed by ********************************
  
  Upon receiving the above referenced matter ************************, was enrolled in the Gas Line Protection (the Program). At the time of enrollment, he would have received terms and conditions for the program. Since then, ************************ has received monthly charges for the Program on his ********* utility bill.  ************************ received annual notices of the Program renewal in October 2014, 2015, 2016, 2017, 2018, 2019, 2020, and 2021,via direct mail to customers Billing address. (PHS) has done our due diligence to inform customer on enrollment and renewal notifications to customer and visible on utility gas bill shown as (optional service non-utility). We found no evidence that the enrollment was invalid, and we believe ************************ has had sufficient notice about his enrollment in the Program.  On 08/03/2022 was the date the contract was requested to be cancelled. (PHS) as a goodwill gesture and not an admission of any liability has agreed to offer a one-time courtesy refund to customer and the offer the was declined by ************************ on 8/29/22. We (PHS) encourage ************************ to contact us with any additional questions or concerns.

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

• Initial Complaint

  Date:08/24/2022

  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.

  I had Pivotal since approximately 2007 and this year in June 2022, I bought a new a/c compressor. I cancelled Pivotal on June 12, 2022. I have a balance due to me in the amount of $400. Starting in June, I had sent documents to Pivotal such as receipt for new A/C unit from *************** and Heating in *****, **. I haven't heard back from Pivotal. I called Pivotal in July requesting my refund. Nothing after that. Then I reached out to Pivotal on Aug. 12tth, spoke to a Manager named ***************************, He had me scan and send documents including payment that I paid to *************** and Heating. ****** verified he received the documents via my daughter's email. ****** advised me that he will take care of it and I would receive my $400 within two weeks. Well I haven't. I had my daughter, ***, reach out to him again by email on Aug 16 and again on Aug 23, still no response. I called Pivotal today and was told that ****** would call me back within an hour. I called at 1:35 pm. It is now, 3:08 pm still no call. All I want is my money that is owed to me. Thank you. *************************.

  

  Business Response

  Date: 09/01/2022

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 24,2022, 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 and Proof of Payment was not sent in, causing reimbursement to be declined. ****************** sent the Proof of Payment document and was received 8/12/22, document was forward to claims department to be re-open for further review. (PHS) reimbursement claim was approved on 8/26/2022 and processing check (1-2 weeks) customer will receive check in mail 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.