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

  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

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

• Initial Complaint

  Date:02/28/2025

  Type:Delivery 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.

  didn't receive my rebate of $500 rebate

  

  Business Response

  Date: 03/10/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 28, 2025,correspondence regarding the complaint filed by ****** *****.
  
  Upon receiving the above referenced matter (PHS) made several attempts to reach ****** ***** and he has not responded. A detailed message was left on 03/03, 03/06 and 03/07 at the number on the complaint **************. PHS is eager to speak with ******** to discuss his reimbursement concerns. We (PHS) encourage Mr. ***** to contact us at his earliest convenience.
  
  (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: 03/10/2025

   
  Complaint: 23005610
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/28/2025

  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 contract with them for my inside plumbing, I have been paying them monthly for many years. I was getting water in my basement and I called them for a service call. They refused to send someone to come and look at the problem. They said it was not covered without even looking at it. So since it was an emergency I had to call a plumber to fix it. I have inside plumbing insurance with this company. All the repairs were done inside the house. When I contacted them and told them they sent me a reimbursement packet to fill out. I sent it in certified mail and they received on Nov. 19th 2024. Since then I have been getting the run around, they don't answer my emails, they never return my calls when they said they would. I tried to call the corporate office in ********** but that number is not connected. They have had excuse after excuse. They owe me $5,800.00 and I need that money. I am a disabled widow and if they think I'm just going to give up they are highly mistaken. Please help me get my money back. The name of this company is Pivotal Home Solutions, the address is P.O. ********************************************************. The phone number I have is ************. Good Luck trying to get info.

  

  Business Response

  Date: 03/05/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 28, 2025,correspondence regarding the complaint filed by ******* ****.
  
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. **** she had concerns regarding the denial of her reimbursement for her plumbing repair. After a thorough review, the claim was denied. Unfortunately, the issue reported is not covered under her current program. Ms. **** enrolled into the Preferred plumbing plan,this plan covers leaks, breaks clog and blockage to the interior drain lines in the home. Per the Terms and Conditions on page 3 of 14 section 5.25 Water Lines located inside/under a concrete slab or behind walls, in floor joists or any other space that is not readily accessible is not covered. *** offered a courtesy credit with no admission of fault and Ms. **** declined. 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:02/26/2025

  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.

  On December 18, 2024 I had a leak in my water service line. I had previously purchased a home warranty on the service line through the company ************************. Their parent company is Oncourse Home Solutions. ************************ explaimed to me I would have to use their choice of contractors to be under warranty. They also informed me the contractors would call immediately to schedule repair as I was without water. I was finally contacted by a contractor company on January 3, 2025. The contractor was ************************* and their parent company is Ultimate Companies. They started work on my property on January 13, 2025. They informed me the entire line needed replacement. They needed to schedule an excavation team to come and complete this work. It was not until February 7, 2025 that they were able to come and do the work. They did the work and failed township inspections. They returned on February 10, 2025 to fix the issues to pass inspection. They were unable to finish the work that day. They have never rescheduled with me and did not pay the township the required permit fees. Today is February ******* and the work is not complete and I have a 4 ft deep, 3 ft wide, 130 ft trench that stretches through both mine and my neighbors property. I have reached out to all of these companies everyday via phone calls, emails, and texts and received no response. My complaint would be primarily with ************************* but all parties are responsible and Oncourse was the only compnay listed with the BBB. All I would like is to get what I paid for and have this work completed.

  

  Business Response

  Date: 03/07/2025

  ************************ (***) appreciates the opportunity to respond to your February 27, 2025, correspondence regarding the complaint filed by ****** Mill.  
  
  Upon receiving the above referenced matter (AWR) AWR contacted ****** Mill to confirm his scheduled appointment with our provider for March 4, 2025. We are pleased to report that the repair has been successfully completed. Furthermore, we have confirmed that the provider will return to finalize the landscaping work. 
  
  We (AWR) encourage ****** Mill to contact us with any additional questions or concerns.  
  
  
  American *************** (AWR) takes all consumer complaints seriously and we regret that this issue caused ****** Mill 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:02/24/2025

  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 cancelled my services in December, 2024 with Oncourse Pivotal home Solutions. They sent me email stating my services would end January 9, 2025. Since then they have charged me for services in January and February 2025 on my gas bill. I have called Pivotal Home solutions and they stated I had a balance in January of 50 dollars, but they charged me $75.47. Now they are telling me I have a balance of 55 dollars for February 2025 and once again they charged me $75.47 on my gas bill. I have not had any services since January 9, 2025. I asked Pivot Home solutions to email me a copy of my contract which they have not at this time, and I called them The first week of February 2025. I want reimbursed for February and want to make sure they don't charge me anymore.

  

  Business Response

  Date: 03/04/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 24, 2025,correspondence regarding the complaint filed by ***** ******.
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. ****** she had concerns about her being billed after her cancel request. *** advised her she cancelled on 12/13/2025 the charges were prior to her cancelling the warranty. PHS as a courtesy and not an admission of fault issued a credit to zero out the balance on the account. 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:02/24/2025

  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.

  Entered by BBB staff AT. The consumer states that she signed up for a warranty 5 or more years ago, offered through *************  She is billed by *****************  She has contacted **************** repeatedly tor request cancellation; each time she is told it will be cancelled, yet she continues to be billed $31.97/month. She has received several letters in the mail stating the the plan will continue.  She wants to cancel the warranty and stop the ongoing billing.

  

  Business Response

  Date: 02/27/2025

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your February 24, 2025,correspondence regarding the complaint filed by **** *******.
  
  Upon receiving the above referenced matter Ms. ******* called to cancel her warranty plan on January 27, 2025. Ms. ******* last bill was created January 3, 2025, prior to the cancel request. (PHS) issued a credit with no admission of fault to zero out the balance on her account. We (PHS) encourage Ms. ******* to contact 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:02/22/2025

  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.

  Business constantly sends misleading mail using city letterhead. Recently (22 Feb 2025) recieved mail stating I had signed up for coverage when I have never contacted this company.

  

  Business Response

  Date: 02/27/2025

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your February 22, 2025,correspondence regarding the complaint filed by **** ********.
  
  Upon receiving the above referenced matter *** ********,was enrolled in the Gas Line Protection (the Program) since May 30, 2017. The terms and conditions of the program were mailed May 31, 2017, to the address on the account. Since then, *** ******** has received monthly charges for the Program on his Gas utility bill. The most recent correspondence was sent via mail on February 03, 2025, notifying *** ******** of the programs price increase. (PHS) has done its due diligence to inform the customer of enrollment by being visible on the 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 02/24/2025 the contract was cancelled, and a credit was issued with no admission of fault to zero out his balance. We (PHS) encourage *** ******** to contact us with any additional questions or concerns. 
  
  (PHS)takes all consumer complaints seriously and we regret that this issue caused **** ******** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22977712
  
   As an addendum I do not wish to be contacted by this company  by either physical or electronic mail, text messaging or voice phone calls ever again.  Such contact will warrant the filing of a second complaint. If payment to this company appears on my gas bill after March 7th 2025 another complaint will be filed and possible legal action taken.

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

• Initial Complaint

  Date:02/22/2025

  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've had this service for over 20 years and since it was sold, It has gotten worse every year. Now I can't even talk to someone in the *************. Last Year my furnace needed to be repaired and no one could come out. I had to call my own contractor and paid out of pocket. Now my water heater is not working and I have been waiting for a day even though put in as an emergency. I am a senior citizen. NO-ONE ever called me back. When I called they said they were too BUSY!! Are you kidding me???!!!! Now I have to call my own contractor and pay out of pocket again. I want a call from someone in the U.S who is a manager!!! I also want a refund for everything I've paid in the last year since you have not been able to fix anything I've requested in the last year! I want to also be compensated for what I have had to pay to get my own contractor to fix my appliances!!! Do NOT have someone outside of the U.S contact me!!! For God Sakes, I live in ********** and your office is in **********!!!! Your offshore operators can't even schedule a furnace cleaning!!!!!! How dare they charge me for this absolutely awful customer service!!! They are collecting money from people and NOT providing service!!!!!!!!!!! !!!!!!!!!!!!!! just bought a bunch of customers that they are now scamming!!!

  

  Business Response

  Date: 03/04/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 22, 2025,correspondence regarding the complaint filed by *** *****.
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. ***** she had concerns about the appointment date the provider gave her to repair her water heater. I explained to Ms. ***** the appointments are based upon availability. She said she hired her own provider to complete the repair. She also stated last year she hired her own provider to repair her furnace, and she wishes to be reimbursed for that also. PHS emailed reimbursement forms for the water heat and the furnace. PHS advised her to fill out the forms and return them to *** along with the repair invoices as proof of payment. Currently *** has not received any documents from Ms. ***** however we are still willing to work with her to get reimbursed for her repairs.  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:02/19/2025

  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 recently discovered that ************************ has been charging me $8.80 per month for a protection program I canceled in April 2017. However, the charges continued for years without my knowledge. After contacting ************************* they confirmed that I have not had coverage since April 2017, yet they still collected payments through my New Jersey American Water bill.I filed a complaint with the ************************************, which resulted in a partial refund of only $193. This amount is significantly lower than what I am actually owed. Based on my calculations, I have been overcharged for at least 37 months from February 2022 to February 2025, totaling $325.60 (37 x $8.80). However, if the charges have been occurring since April 2017, I have been overcharged for 57 additional months, amounting to $501.60 (57 x $8.80). This brings the total possible refund to $827.20.Despite multiple attempts to reach ************************ for clarification, I have not received a satisfactory explanation for the discrepancy in my refund. This appears to be a case of unauthorized billing and deceptive business practices.Resolution Requested:I am seeking a full refund of $827.20 and an investigation into ************************ billing practices to prevent other customers from facing similar issues.

  

  Business Response

  Date: 02/21/2025

  ************************ (AWR) appreciates the opportunity to respond to your January 23, 2025, correspondence regarding the complaint filed by ******** *********.
  
  We appreciate the opportunity to address the concerns raised by Mr. ******** ********* regarding his enrollment in AWRs protection programs.
  
  Mr. ********* contacted AWR on April 21, 2017, to inform us that he had previously canceled his protection programs but was still being billed. Due to a system issue, the cancellation request was not processed correctly. Mr. ********* filed a complaint requesting a refund back to the initial cancellation date. This information was forwarded to **** revenue assurance department, which calculated the charges and processed the *********. Kilibardas first adjustment was credited on February 4, 2025, in the amount of $193.60, and the second one was processed on February 20, 2025, in the amount of $572.04. He will receive both refunds within 7 to 14 business days from those dates. We encourage Mr. ********* to reach out to AWR with any further questions or concerns.
   
  AWR 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: 02/24/2025

   
  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:02/14/2025

  Type:Billing 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.

  On 10/22/24 I cancelled the home warranty contract with this company and received the confirmation#*******. I paid my bill of $54.99 on 10/4/24 for the billing cycle 9/28-10/27/24. The "supervisor" who cancelled the contract and provided me the cancellation #, confirmed that my account balance at the time of cancellation was $0 and told me that I "owed nothing." In November I received a bill and wrote to the company explaining that I cancelled and was told I "owed nothing." I received a bill in December and have called several times only to be told that a "supervisor" would call me back and no one has. I called again in January 2025 and sent a message via their message form. I hadn't received a response/call and believed that the issue was resolved; until I received a bill in Feb. 2025. At that point, I searched their site and was able to send a message to ********** of The President. A couple of days later, I received a "skipped" voicemail message from a lady that left her 1st name but the call back number was inaudible due to "skipping" in the message. I called the primacy number to attempt to speak with an escalations manager and was on hold over 20 minutes. I want someone to logically explain to me why I keep receiving bills for a contract that I cancelled, because of poor service and not being able to accommodate my repair needs when called for covered claims, within the billing period that I had paid for. Also, when I could cancel at any time and their "supervisor" whom I was speaking with to cancel informed me that I "owed nothing." Not responding or following up with customer inquiries/questions/concerns/complaints and constantly sending a bill is looked upon is unprofessional and frowned upon. I do not owe Pivotal Home Solutions any money and I would like for them to honor what I was told by their "supervisor" regarding my balance being $0. Any assistance with getting them to follow up and remove this "Stressor" from my life would be appreciated.

  

  Business Response

  Date: 02/17/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February *******, correspondence regarding the complaint filed by ***** ******.
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. ****** she was about the charge after she cancelled her warranty account. *** advised her the charge was prior to her cancelling the warranty. Customer understands. *** issued a courtesy credit with no admission of fault to zero out the balance on the account. We (PHS) encourage ********* to contact with any additional questions or concerns
   
  (PHS)takes all consumer complaints seriously and we regret that this issue caused ***** ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
  
  

  Customer Answer

  Date: 02/20/2025

   
  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:02/07/2025

  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 did not sign up for this service. I sold my house last month and when I looked at the bill I noticed that I was charged. I have been on autopay since I bought the house in Jan 2020 and sold it in Jan 2025. I asked Nicor and they said I had to contact pivotal home solutions. I texted with them and they told me that they couldn't do anything about it. I called them and they said they couldn't even find an account under my name and address. I asked Nicor to send me all the bills from the last five years during which I owned the home in question. The charges were on every bill, increasing every year or so, with two late fees despite the fact that my nicor bill has been on autopay. The total amount charged over the last five years was $762.23

  

  Business Response

  Date: 02/19/2025

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your February 7, 2025, correspondence regarding the complaint filed by ***** *******.
  
  Upon receiving the above referenced matter Ms. ******** was enrolled in the Gas Line Protection and the Electric Line Protection (the Program) since September 27, 2008. At the time of enrollment, she would have received terms and conditions for the programs. Since then, Ms. ******* has received monthly charges for the Program on her ********* utility bill. She received annual notices of the Program renewal on October 2014, 2015, 2016, 2017, ********** 2020, 2021, 2022, 2023 and 2024, via direct mail to customers Billing address. The most recent correspondence was sent via mail on December 31, 2024,notifying Ms. ******* of the programs price increase. (PHS) has done its due diligence to inform the customer of enrollment by renewal notifications and being visible on the utility gas bill shown as (optional service non-utility).We found no evidence that the enrollment was invalid, and we believe Ms. ******* has had sufficient notice about her enrollment in the Program. On 01/10/2025 the contract was cancelled.  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.