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Business Profile

Home Warranty Plans

Oncourse Home Solutions
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Oncourse Home Solutions has 5 locations, listed below.

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    Customer Complaints Summary

    • 482 total complaints in the last 3 years.
    • 198 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:07/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 used this service for a few years paying monthly payments. Last year and just recently in 2022 the times I have scheduled appointment for furnace maintenance it was a no show. This last time the person at pivotal said I would receive a call from contractor to schedule a time he never called. The first time I called to cancel service, the person who I was speaking to about problems scheduling said let me give you 2 month credit and try again, so that was second time no follow up from contractor.So, I called again to cancel and I was told I had to pay $95.40. Two month credit does not apply. I told the customer service I was not going to pay and she said dont pay well just put you in collectors. They have more then enough of my money I paid monthly for the past at least 3 years with no services rendered. Not a reliable company. Contractors do not show up on scheduled day or they just dont call customer to schedule time. I regret ever doing business with this company. Im sorry my business with them has to end this way, because they were reliable when I first started their service. Pivotal can look back and see how long Ive been a customer. Poor management and poor customer service.

      Business Response

      Date: 08/04/2022

      Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your July 28, 2022,correspondence regarding the complaint filed by *************************

      Upon receiving the above referenced matter ************** contacted (PHS) on 6/21/22 to cancel coverage agent explained benefits and offered to credit account as a goodwill gesture one-time courtesy and setup an annual maintain on heating unit (furnace) once claim is setup, agent explains process of provider following up with **************. On 06/22/2022 ************** called (PHS)request to cancel plan due to service not provided agent processed cancellation and informed a one-time courtesy credit account was given but has not reflected. We (PHS) reviewed why credit did not reflect ************** account and (PHS) corrected issue of credit to correct her final ****. (PHS) informed ************* on 07/29/22 to wait (1-2 billing cycles) to see correction. ************** agreed issue was resolved. We (PHS) encourage ************** to contact us with any additional questions or concerns.


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

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